Subject:- Knowledge Management

Code:-BCA-604

Unit- 4 Notes

Faculty Name:- Prof. Karan Siwach

Concept and Structure KM systems:-

Knowledge Management (KM) systems are designed to facilitate the creation, organization,
sharing, and utilization of knowledge within an organization. These systems typically
encompass both technological tools and organizational processes aimed at managing
knowledge assets effectively. Here's an overview of the concept and structure of KM systems:

1. Concept of KM Systems:

- Knowledge Creation: KM systems foster the creation of new knowledge through

processes such as innovation, research and development, and collaboration among
employees.

- Knowledge Organization: They structure knowledge assets in a way that makes them
easily accessible and understandable. This includes categorizing information, creating
taxonomies, and developing metadata schemas.

- Knowledge Sharing: KM systems promote the sharing of knowledge among individuals

and teams within the organization. This can occur through formal channels such as
documentation and training, as well as informal channels like communities of practice and
social interactions.

- Knowledge Utilization: They facilitate the application of knowledge to solve problems,

make decisions, and improve processes within the organization. This involves providing
access to relevant knowledge resources and supporting decision-making processes.

2. Structure of KM Systems:

-Knowledge Repositories: These are central repositories where explicit knowledge such as
documents, reports, and best practices are stored. They can take the form of document
management systems, databases, or intranet portals.

- Collaboration Tools: KM systems often include tools for collaboration and

communication, such as chat platforms, video conferencing software, and project
management tools. These facilitate real-time interactions and knowledge sharing among
employees.

-Content Management Systems (CMS): CMSs are used to create, manage, and publish
digital content, including documents, web pages, and multimedia resources. They provide
features for version control, access control, and content organization.

-Search and Retrieval Mechanisms: Effective search and retrieval mechanisms are
essential for finding relevant knowledge within the KM system. This may involve full-text
search capabilities, metadata-based search filters, and personalized recommendations.

-Expert Directories: Expert directories or profiles allow employees to identify subject

matter experts within the organization. These directories typically include information about
individuals' areas of expertise, experience, and contact details.

- Communities of Practice (CoPs): CoPs are groups of individuals who share a common
interest or expertise and collaborate to learn from each other. KM systems may support CoPs
by providing online platforms for communication, knowledge sharing, and resource
exchange.

- Analytics and Reporting Tools: Analytics tools help organizations monitor and analyze
knowledge-related metrics, such as knowledge usage, contribution patterns, and knowledge
gaps. Reporting tools enable the generation of custom reports and dashboards to support
decision-making.

- Training and Learning Management Systems (LMS): LMSs are used to deliver and
track employee training and development activities. They may include features for creating
and managing e-learning courses, assessments, and certifications.

By integrating these components, KM systems create a structured environment for managing

knowledge assets, fostering collaboration, and driving organizational learning and innovation.
The specific configuration of a KM system will vary depending on the organization's goals,
culture, and technological infrastructure.

Knowledge Management Life Cycle:-

Knowledge management cycle is a process of transforming information into knowledge
within an organization. It explains how knowledge is captured, processed, and distributed in
an organization.

Till date, four models have been selected based on their ability to meet the growing demands.
The four models are the Zack, from Meyer and Zack (1996), the Bukowitz and Williams
(2000), the McElroy (2003), and the Wiig (1993) KM cycles.

Zack Bukowitz & WIIG McElroy

Williams
Acquisition Get Creation Learning
Refinement Use Sourcing Validation
Store Learn Compilation Acquisition
Distribution Contribute Transformation Integration
Presentation Assess Application Completion

Figure: The Four Major Models of Knowledge Management

Zack Knowledge Management Model

The Zack model is extracted from work on the design and development of information
products. In Meyer and Zack’s approach, the network between each stage is designed to be
logical and standardized.
In this cycle, the major developmental stages of a knowledge repository are analyzed and
mapped to the stages of a KM cycle.
The stages are acquisition, refinement, storage/retrieval, distribution, and presentation/use.
This cycle is also known as the “refinery.”

Acquisition of Data or Information

Acquisition deals with issues regarding origin of raw materials such as scope, breadth, depth,
credibility, accuracy, timeliness, relevance, cost, control, and exclusivity.

The guiding principle is the well- known proverb of “garbage in, garbage out.” That is,
highest quality source data is required, else the intellectual products produced downstream
will be lower.
Figure: Zack Model

Refinement

Refinement may be physical (like migrating from one medium to another) or logical (like
restructuring, relabeling, indexing, and integrating.)
Refining also defines cleaning up (like sanitizing content so as to ensure complete anonymity
of sources and key players involved) or standardizing (like conforming to templates of a best
practice or lessons learned as used within that particular organization).

This stage also adds up to the value by creating more readily usable knowledge objects and
by storing the content more flexibly for future use.

Storage / Retrieval

Storage or Retrieval forms a bridge between the upstream addition and refinement stages that
feed the repository and downstream stages of product generation. Storage can be physical
(file folders, printed information) as well as digital (database, knowledge management
software).

Distribution

Distribution defines how the product is to be delivered to the end-user (like fax, print, e-mail)
and encloses not only the medium of delivery but also its timing, frequency, form, language,
and so on.

Presentation

Context plays an important role in the Presentation or Application stage. The performance of
each of the preceding value-added steps is evaluated here – for example, does the user have
enough context to be able to make use of this content? If not, the KM cycle has failed to
deliver value to the individual and ultimately to the company.
Techniques of knowledge management appreciation & limitation:-

Appreciation and understanding of knowledge management (KM) techniques are crucial for
organizations to effectively leverage their intellectual assets. Here's an overview of some
techniques along with their appreciations and limitations:

1. Knowledge Repositories/Document Management Systems:

- Appreciation: These systems centralize knowledge, making it easily accessible to
employees. They facilitate knowledge sharing and retention, improving organizational
learning.
- Limitation: They may become outdated if not regularly updated, and finding relevant
information can be challenging without proper organization and search functionalities.

2. Communities of Practice (CoPs):

- Appreciation: CoPs encourage informal knowledge sharing among members with similar
interests or expertise. They foster collaboration, problem-solving, and innovation.
- Limitation: CoPs can be time-consuming to maintain, and sustaining active participation
may be challenging. They might also suffer from knowledge hoarding or groupthink.

3. Knowledge Mapping:
- Appreciation: Knowledge mapping visualizes organizational knowledge, highlighting
areas of expertise, gaps, and potential collaboration opportunities. It aids in identifying key
knowledge holders.
- Limitation: It requires significant effort to create and maintain accurate knowledge maps.
Additionally, knowledge mapping might oversimplify complex knowledge structures.

4. Expert Systems/Decision Support Systems:

- Appreciation: These systems automate decision-making processes by incorporating expert
knowledge. They provide consistent advice and can handle complex scenarios.
- Limitation: Developing and maintaining expert systems require significant resources.
They may struggle with dynamic environments and lack the adaptability of human experts.

5. After Action Reviews (AAR):

- Appreciation: AARs facilitate organizational learning by systematically capturing lessons
learned from past experiences. They encourage reflection, improvement, and knowledge
sharing.
- Limitation: AARs might be seen as time-consuming, especially in fast-paced
environments. They require a culture that values openness and learning from failures.

6. Social Media Platforms/Internal Wikis:

- Appreciation: These platforms provide informal channels for knowledge sharing,
collaboration, and networking. They enable real-time communication and can capture tacit
knowledge.
- Limitation: Information overload and lack of quality control can hinder their effectiveness.
Privacy and security concerns may also arise with sensitive information.

7. Knowledge Transfer Workshops/Training:

- Appreciation: These workshops facilitate structured knowledge transfer between
employees. They ensure that critical knowledge is passed down to new hires or successors.
- Limitation: They can be resource-intensive and may not fully capture tacit knowledge or
contextual nuances.