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TOPIC Knowledge Management MN-M533 (Do companies need to manage…
TOPIC
Knowledge Management
MN-M533
Do companies need to manage knowledge?
Knowledge leveraged through processes and culture
Two states of Knowledge
tacit
Explicit
Model for managing knowledge
Gigas framework
Stage 1 - Building Human capital
1.1 Knowledge creation and capture
HIgh touch - encouraging sharing
CASE: Buckman labs
Industrial chemical company
1300 employees across 70 countries
KNETIX: K transfer system to help solve customer problems / online forums
response time to address needs of customers
1.2. Knowledge Absorption and Reuse
People internalise K
identifying source of organisational memory
T Managers
CASE: BP
t MANAGERS
PEER GROUPS
definition
Stage 2: Building structural Capital
2.3 K Organisation and categorization
metdata, databases, etc
CASE: SKANDIA FUTURES
2.4 Knowledge distribution and access
Pushing knowledge
high tech approaches used
CASE: A U.S.ENERGY
definition
Stage 3: Building Customer capital
definition
strength of relationship with customers
Components of Customer Capital
brand capital
Value capital
Retention
CASE : NORTH AMERICAN BANK
evaluate intangible assets to minimise risk of loan defaults
bank transformed into customer centric org
Culture side of KM>
Must change org culture
Org culture important
design IS to match what users value
CASE: PARTNERS HEALTHCARE SYSTEM
Cultural red flags?
behavioural
management