MIS: Managing Knowledge and Collaboration

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  • Topic: Knowledge management, Enterprise content management, Document management system
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  • Published : November 16, 2010
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Managing Information Systems – Ch. 11
Managing Knowledge and Collaboration


Learning Objectives
• Assess the role of knowledge management and knowledge management programs in business • Describe the types of systems used for enterprise-wide knowledge management and demonstrate how they provide value for organizations • Describe the major types of knowledge work systems and assess how they provide value for firms • Evaluate the business benefits of using intelligent techniques for knowledge management


P&G Moves from Paper to Pixels for KM
(Book p. 411)

• Problem: Document-intensive research and development dependent on paper records • Solutions: Electronic document management system stores research information digitally • eLab Notebook (Documentum) management software creates PDFs, enables digital signatures, embeds usage rights, enables digital searching of library • Demonstrates IT’s role in reducing cost by making organizational knowledge more easily available • Illustrates how an organization can become more efficient and profitable through content management




The Knowledge Management Landscape
• Sales of enterprise content management software for knowledge management expects 15% annual growth through 2012 • Information Economy: • 55% U.S. labor force: knowledge and US information workers • 60% U.S. GDP from knowledge and information sectors • Substantial part of a firm’s stock market value is related to intangible assets: knowledge, brands, reputations, and unique business processes • Knowledge-based projects can produce extraordinary ROI

Figure 11-1
Enterprise knowledge management software includes sales of content management and portal licenses, which have been growing at a rate of 15 percent annually, making it among the fastestgrowing software applications.


Knowledge Dimensions
• Knowledge is an intangible firm asset
• Creation of knowledge from data, information • As knowledge shared, firm experiences network effects

• Knowledge forms: g
• Explicit (documented) or tacit (residing in minds); know-how, craft, skill; knowing why things happen (causality)

• Knowledge has a location:
• Social and individual components; “Sticky” (hard to move), situated (tied to firm culture); contextual (works only in certain situations)

• Knowledge is situational:
• Conditional: Knowing when to apply procedure • Contextual: Knowing circumstances to use certain tool 5

The KM Landscape
• To transform information into knowledge, firm must expend additional resources to discover patterns, rules, and contexts where knowledge works • Wisdom: Collective and individual experience of applying knowledge to solve problems • Involves where, when, and how to apply knowledge • Knowing how to do things effectively and efficiently in ways other organizations cannot duplicate is primary source of profit and competitive advantage that cannot be purchased easily by competitors • Example: a unique build-to-order production system 6



Organizational Learning
• Organizational learning: process by which organizations learn • Gain experience through collection of data, measurement, trial and error, and feedback • Adjust behavior to reflect experience j p • Create new business processes • Change patterns of management decision making • Unfortunately it doesn’t follow that organizational learning “sticks” • Those who fail to learn the lessons of history… • KM tools can help 7

Knowledge Management (KM)
• KM: Set of organizational business processes developed to create, store, transfer, and apply knowledge • Knowledge management value chain: stages add value to raw data, information as they are transformed into knowledge

Figure 11-2
Knowledge management today involves both information systems activities and a host of enabling management and organizational activities.


The KM Value Chain: Acquisition & Storage
• Knowledge acquisition:...
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