Knowledge Management

Knowledge Management

by Elias M. Awad
Released April 2003
Publisher(s): Pearson India
ISBN: None

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Book description

The KM subject matter is a subset of content taught in the Decision Support Systems course. This text is about knowledge-how to capture it, how to transfer it, how to share it and how to manage it. Awad takes students through a process-oriented examination of the topic, striking a balance between the behavioral and technical aspects of knowledge management and use it.

Table of contents

  1. Cover (1/2)
  2. Cover (2/2)
  3. Contents (1/2)
  4. Contents (2/2)
  5. Preface (1/2)
  6. Preface (2/2)
  7. About the Authors
  8. Part I: The Basics
    1. Chapter 1: Working Smarter, Not Harder
      1. In a Nutshell
      2. What Is Knowledge Management? (1/2)
      3. What Is Knowledge Management? (2/2)
        1. The Knowledge Organization
      4. Why Knowledge Management?
      5. How It Came About (1/2)
      6. How It Came About (2/2)
      7. KM Myths
      8. KM Life Cycle
      9. Implications for Knowledge Management
      10. Summary
      11. Terms to Know
      12. Test Your Understanding
      13. Knowledge Exercises
      14. References
    2. Chapter 2: Understanding Knowledge
      1. In a Nutshell
      2. Definitions
        1. Knowledge
        2. Intelligence
        3. Experience
        4. Common Sense
      3. Cognition and Knowledge Management
      4. Data, Information, and Knowledge (1/2)
      5. Data, Information, and Knowledge (2/2)
        1. Data
        2. Information
        3. Knowledge
      6. Types of Knowledge (1/2)
      7. Types of Knowledge (2/2)
        1. Shallow and Deep Knowledge
        2. Knowledge as Know-How
        3. Reasoning and Heuristics
        4. Common Sense as Knowledge
        5. From Procedural to Episodic Knowledge
        6. Explicit and Tacit Knowledge
      8. Expert Knowledge
        1. Chunking Knowledge
        2. Knowledge as an Attribute of Expertise
      9. Human Thinking and Learning
        1. Human Learning
        2. Learning by Experience
        3. Learning by Example
        4. Learning by Discovery
      10. Implications for Knowledge Management
      11. Summary
      12. Terms to Know
      13. Test Your Understanding
      14. Knowledge Exercises
      15. References
    3. Chapter 3: Knowledge Management Systems Life Cycle
      1. In a Nutshell
      2. Challenges in Building KM Systems
      3. Conventional Versus KM System Life Cycle
      4. Knowledge Management System Life Cycle (KMSLC) (1/4)
      5. Knowledge Management System Life Cycle (KMSLC) (2/4)
      6. Knowledge Management System Life Cycle (KMSLC) (3/4)
      7. Knowledge Management System Life Cycle (KMSLC) (4/4)
        1. System Justification
        2. Role of Rapid Prototyping
        3. Selecting an Expert
        4. Role of the Knowledge Developer
        5. User Training
      8. Implications for Knowledge Management
      9. Summary
      10. Terms to Know
      11. Test Your Understanding
      12. Knowledge Exercises
      13. References
  9. Part II: Knowledge Creation and Capture
    1. Chapter 4: Knowledge Creation and Knowledge Architecture
      1. In a Nutshell
      2. Knowledge Creation
      3. Nonaka’s Model of Knowledge Creation and Transformation
      4. Knowledge Architecture (1/4)
      5. Knowledge Architecture (2/4)
      6. Knowledge Architecture (3/4)
      7. Knowledge Architecture (4/4)
        1. The People Core
        2. Identifying Knowledge Centers
        3. The Technical Core
        4. Build In-Home, Buy, or Outsource
      8. Implications for Knowledge Management
      9. Summary
      10. Terms to Know
      11. Test Your Understanding
      12. Knowledge Exercises
      13. References
    2. Chapter 5: Capturing Tacit Knowledge
      1. In a Nutshell
      2. What Is Knowledge Capture?
      3. Evaluating the Expert (1/2)
      4. Evaluating the Expert (2/2)
        1. Levels of Expertise
        2. Capturing Single Versus Multiple Experts' Tacit Knowledge
        3. Advantages and Drawbacks of Using a Single Expert
        4. Pros and Cons of Using Multiple Experts
      5. Developing a Relationship with Experts
        1. Creating the Right Impression
        2. Understanding the Expert's Style
        3. Preparing for the Session
        4. Approaching Multiple Experts
        5. Deciding Where to Hold the Sessions
      6. Fuzzy Reasoning and the Quality of Knowledge Capture
        1. Analogies and Uncertainties in Information
        2. Understanding Experience
        3. The Language Problem
      7. The Interview As a Tool
        1. Types of Interviews
      8. Guide to a Successful Interview (1/2)
      9. Guide to a Successful Interview (2/2)
        1. Setting the Stage and Establishing Rapport
        2. Phrasing the Questions
        3. Question Construction
        4. Thing to Avoid
        5. Reliability of Information from Experts
        6. Errors Made by the Knowledge Developer
        7. Problems Encountered During the Interview
        8. Ending the Interview
        9. Issues to Assess
      10. Rapid Prototyping in Interviews
        1. Benefits and Drawbacks
      11. Implications for Knowledge Management
      12. Summary
      13. Terms to Know
      14. Test Your Understanding
      15. Knowledge Exercises
      16. References
    3. Chapter 6: Other Knowledge Capture Techniques
      1. In a Nutshell
      2. Overview
      3. On-Site Observation
      4. Brainstorming
        1. Electronic Brainstorming
      5. Protocol Analysis
        1. What Is a Scenario?
        2. Protocol Procedure of the Diabetic Foot KM System
      6. Consensus Decision Making
      7. The Repertory Grid
      8. Nominal Group Technique (NGT)
      9. The Delphi Method
      10. Concept Mapping
        1. Procedure
        2. Concept Mapping and Semantic Nets
      11. Blackboarding
      12. Implications for Knowledge Management
      13. Summary
      14. Terms to Know
      15. Test Your Understanding
      16. Knowledge Exercises
      17. References
  10. Part III: Knowledge Codification and System Implementation
    1. Chapter 7: Knowledge Codification
      1. In a Nutshell
      2. What Is Knowledge Codification?
      3. Why Codify?
        1. Diagnosis
        2. Instruction/Training
        3. Interpretation
        4. Planning/Scheduling
        5. Prediction
        6. Things to Remember
      4. Modes of Knowledge Conversion
      5. How to Codify Knowledge
        1. Codifying Tacit Knowledge
      6. Codification Tools and Procedures (1/3)
      7. Codification Tools and Procedures (2/3)
      8. Codification Tools and Procedures (3/3)
        1. Knowledge Maps
        2. Decision Tables
        3. Decision Trees
        4. Frames
        5. Production Rules
        6. Case-Based Reasoning
        7. Knowledge-Based Agents
      9. The Knowledge Developer’s Skill Set
        1. Knowledge Requirements
        2. Skills Requirements
      10. Implications for Knowledge Management
      11. Summary
      12. Terms to Know
      13. Test Your Understanding
      14. Knowledge Exercises
      15. References
    2. Chapter 8: System Testing and Deployment
      1. In a Nutshell
      2. Quality and Quality Assurance
      3. Knowledge Testing
        1. Key Definitions
        2. Issues to Consider
      4. Approaches to Logical Testing
        1. Circular Errors
        2. Redundancy Errors
        3. Unusable Knowledge
        4. Subsumption Errors
        5. Inconsistent Knowledge
      5. Approaches to User Acceptance Testing
        1. Test Team and Plan
        2. User Acceptance Test Criteria
        3. User Acceptance Test Techniques
      6. Managing the Testing Phase
      7. KM System Deployment
      8. Issues Related to Deployment
        1. Selection of the Knowledge Base Problem
        2. Ease of Understanding the KM System
        3. Knowledge Transfer
        4. Integration Alternatives
        5. The Issue of Maintenance
        6. Organizational Factors
        7. Other Factors
        8. Role of the Champion
      9. User Training and Deployment
        1. Preparing for KM System Training
        2. Combating Resistance to Change
      10. Postimplementation Review
        1. Security Considerations
      11. Implications for Knowledge Management
      12. Summary
      13. Terms to Know
      14. Test Your Understanding
      15. Knowledge Exercises
      16. References
    3. Chapter 9: Knowledge Transfer and Knowledge Sharing
      1. In a Nutshell
      2. Knowledge Transfer As a Step in a Process
        1. The Knowing-Doing Gap
        2. Prerequisites for Transfer
      3. Transfer Methods (1/2)
      4. Transfer Methods (2/2)
        1. Nature of the Problem
        2. Transfer Strategies
        3. Inhibitors of Knowledge Transfer
        4. How Knowledge Is Transferred
      5. Role of the Internet in Knowledge Transfer
        1. Internet Service Providers
        2. Stability and Reliability of the Web
        3. Unique Benefits of the Internet
        4. Limitations
      6. Implications for Knowledge Management
      7. Summary
      8. Terms to Know
      9. Test Your Understanding
      10. Knowledge Exercises
      11. References
    4. Chapter 10: Knowledge Transfer in the E-World
      1. In a Nutshell
      2. The E-World (1/2)
      3. The E-World (2/2)
        1. Intranets
        2. Extranets and Knowledge Exchange
        3. Groupware
        4. Groupware Applications
      4. E-Business (1/2)
      5. E-Business (2/2)
        1. The Value Chain
        2. Supply Chain Management (SCM) and Knowledge Exchange
      6. Implications for Knowledge Management
      7. Summary
      8. Terms to Know
      9. Test Your Understanding
      10. Knowledge Exercises
      11. References
  11. Part IV: KM System Tools and Portals
    1. Chapter 11: Learning from Data
      1. In a Nutshell
      2. The “Learning” Concept
      3. Data Visualization
      4. Neural Networks As a Learning Model
        1. The Basics
        2. Supervised and Unsupervised Learning
        3. Business Applications
        4. Relative Fit with Knowledge Management
      5. Association Rules
        1. Market Basket Analysis: PETCO
      6. Classification Trees
        1. Definition
        2. Decision for Granting a Loan
        3. Tree Construction
      7. Implications for Knowledge Management
      8. Summary
      9. Terms to Know
      10. Test Your Understanding
      11. Knowledge Exercises
      12. References
      13. Web Sites
    2. Chapter 12: Data Mining-Knowing the Unknown
      1. In a Nutshell
      2. What Is Data Mining?
        1. Definitions
      3. Data Mining and Business Intelligence
      4. Business Drivers
      5. Technical Drivers
        1. Role of Statistics
        2. Machine Learning
        3. Data Warehouses
        4. OLAP
        5. Evolution of the Decision-Making Architecture
      6. DM Virtuous Cycle
        1. Business Understanding
        2. Develop the DM Application
      7. Data Management
        1. Data Sources
        2. Taxonomy of Data
        3. Data Preparation
        4. Model Building
        5. Parameter Settings and Tuning
        6. Model Testing and Analysis of Results
        7. Taking Action and Deployment
        8. Postdeployment Phase
      8. DM in Practice
      9. Role of DM in Customer Relationship Management
        1. Customer Acquisition
        2. Campaign Optimization
        3. Customer Scoring
        4. Direct Marketing
        5. Integrating DM , CRM , and E-Business
      10. Implications for Knowledge Management
      11. Summary
      12. Terms to Know
      13. Test Your Understanding
      14. Knowledge Exercises
      15. References
      16. Selected Web Sites
    3. Chapter 13: Knowledge Management Tools and Knowledge Portals
      1. In a Nutshell
      2. Portals: The Basics
        1. What Is a Portal?
        2. Evolution of Portals
        3. Key Characteristics
        4. Illustration
      3. The Business Challenge (1/2)
      4. The Business Challenge (2/2)
        1. Portals and the Business Transformation
        2. Market Potential
      5. Knowledge Portal Technologies (1/2)
      6. Knowledge Portal Technologies (2/2)
        1. Key Functionality
        2. Collaboration
        3. Content Management
        4. Collaboration versus Categorization: The Case of the World Bank
        5. Intelligent Agents
      7. Implications for Knowledge Management
        1. Who Is Building Enterprise Portals?
        2. Who Sponsors Enterprise Portals?
        3. Implementation Issues
        4. Bandwidth
        5. Portal Product Selection
      8. Summary
      9. Terms to Know
      10. Test Your Understanding
      11. Knowledge Exercises
      12. References
  12. Part V: Ethical, Legal, and Managerial Issues
    1. Chapter 14: Who Owns Knowledge?Ethical and Legal Issues
      1. In a Nutshell
      2. Knowledge Owners
        1. Knowledge for Sale
        2. Releasing Knowledge Gained on the Job
        3. Becoming an Expert via a Corporate Knowledge-Based System
      3. Legal Issues (1/2)
      4. Legal Issues (2/2)
        1. The Liability Question
        2. The Basis of Liability
        3. Copyrights, Trademarks, and Trade Names
        4. Warranties
        5. Strict Liability
        6. Legal Disputes in Knowledge Management
        7. Web Linking and Domain Name Disputes
        8. The Malpractice Factor
      5. The Ethics Factor (1/2)
      6. The Ethics Factor (2/2)
        1. What Is Ethics?
        2. Ethical Decision Cycle
        3. Major Threats to Ethics
      7. Improving the Climate
        1. Where to Start?
        2. Code o f Ethics
        3. The Privacy Factor
      8. Implications for Knowledge Management
      9. Summary
      10. Terms to Know
      11. Test Your Understanding
      12. Knowledge Exercises
      13. References
    2. Chapter 15: Managing Knowledge Workers
      1. In a Nutshell
      2. What Is a Knowledge Worker?
        1. Personality and Professional Attributes
      3. Business Roles in the Learning Organization
        1. Management and Leadership
        2. Work Management Tasks
      4. Work Adjustment and the Knowledge Worker
        1. Profile of Vocational Needs and Reinforcers of Knowledge Workers
        2. Smart Leadership Requirements
      5. Technology and the Knowledge Worker
        1. Knowledge Worker's Skills
      6. Role of Ergonomics
      7. Role of the CKO
      8. Managerial Considerations
        1. Becoming a Change Leader
      9. Managing Knowledge Projects
        1. The Soft Side Always Wins
      10. Implications for Knowledge Management
      11. Summary
      12. Terms to Know
      13. Test Your Understanding
      14. Knowledge Exercises
      15. References
  13. Epilogue: What More Do We Need to Know?
    1. The Shareability Factor
    2. The Human Element
    3. There Is More to Know
    4. The Social Factor
    5. One Final Note
    6. References
  14. Index (1/2)
  15. Index (2/2)

Product information

  • Title: Knowledge Management
  • Author(s): Elias M. Awad
  • Release date: April 2003
  • Publisher(s): Pearson India
  • ISBN: None