Knowledge Management Processes
(a 15-minute read)
Module Objectives
1. Define and differentiate between tacit and explicit knowledge, and provide examples of
each.
2. Explain the stages of the knowledge management (KM) life cycle and how they can be
used to support decision making and innovation.
3. Identify and describe the different types of KM tools and technologies, and how they can
be used to capture, store, share, and utilize knowledge within organizations.
In today's information-driven world, knowledge management has become an essential
component for organizational success. The ability to capture, store, share, and utilize
knowledge is critical for making effective decisions, solving problems, and innovating. Effective
knowledge management involves identifying, creating, and sharing knowledge and ensuring that
it is accessible and available to those who need it. This can be achieved through the use of a
range of tools and technologies, such as enterprise social networks, content management
systems, customer relationship management systems, and artificial intelligence and machine
learning tools.
Tacit vs. Explicit
Tacit and explicit knowledge are two different types of knowledge that are often discussed in the
context of knowledge management.
Tacit knowledge refers to knowledge that is implicit, subjective, and difficult to articulate
or codify. It is often based on personal experience, intuition, and expertise, and is acquired
through personal interaction, observation, and practice. Tacit knowledge is highly personal and
context-specific and is difficult to transfer or share with others.
Cooking is a good example of tacit knowledge. To cook well, you need to understand the
ingredients, their properties, and how they interact. This type of knowledge is often based on
personal experience and cannot be easily communicated or transferred to others.
Explicit knowledge, on the other hand, is knowledge that can be expressed in words,
symbols, or formulas and can be easily documented, stored, and transmitted. This type of
knowledge is often formal and structured, and can be easily codified and transferred to others.
Examples of explicit knowledge include written procedures, manuals, and specifications.
Mathematics is an example of explicit knowledge. Mathematical concepts and formulas can be
clearly defined and documented, and can be easily communicated and transferred to others.
The distinction between tacit and explicit knowledge is not always clear-cut and that the
two can often overlap. However, the distinction is useful in understanding the different types of
knowledge and how they can be managed and used in organizations.
Stages of KM Life Cycle
The life cycle of knowledge management (KM) typically consists of the following stages:
1. Knowledge creation: This stage involves the generation of new knowledge through
activities such as research, development, and experimentation. The goal of this stage is
to identify and create new sources of knowledge that can be used to support decision
making and innovation.
2. Knowledge capture: This stage involves the collection, codification, and storage of
knowledge. This may include capturing the knowledge of individuals and teams through
interviews, surveys, and workshops, as well as creating formal knowledge repositories,
such as databases and intranet sites.
3. Knowledge sharing: This stage involves making knowledge available to others within
the organization, including employees, customers, and partners. This may involve
creating knowledge networks, communities of practice, and other mechanisms for
knowledge sharing.
4. Knowledge application: This stage involves the use of knowledge to support decision
making, problem solving, and innovation. This may involve the use of knowledge
management systems and other tools to access and use knowledge, as well as the
development of knowledge-based processes and systems.
5. Knowledge evaluation: This stage involves the measurement and evaluation of KM
initiatives to determine their effectiveness and impact. This may involve the use of
metrics and KPIs to track the success of KM initiatives, as well as ongoing monitoring
and improvement of KM processes and systems.
High Bug rate: A use-case in KM
Thriving Solutions, Inc., a software development company that was facing a common
problem in the software industry - high bug rates in their software. This was leading to poor
software quality and frustrated customers. The company realized that they needed to find a
solution to this problem, and decided to implement the knowledge management cycle approach
to solve it.
The company encouraged its software engineers to identify and explore new software
development technologies and methodologies. This included attending conferences, reading
industry publications, and conducting research. The software engineers were eager to learn,
and were soon bringing back a wealth of new information and ideas. (knowledge creation).
To make sure that all of the knowledge generated by its software engineers was
captured and stored in a centralized place, they conducted regular code reviews and project
retrospectives. During these sessions, the software engineers would discuss their experiences,
and the most important information was documented and stored in the company's knowledge
management system (knowledge capture).
The company used its knowledge management system to facilitate knowledge sharing
among its software engineers. They created knowledge networks, communities of practice, and
forums where software engineers could share best practices, ask questions, and discuss
common challenges. The software engineers were now able to access the knowledge and
experience of their colleagues, and were able to work together more effectively (knowledge
sharing).
The knowledge captured was then utilized and shared to support decision making and
problem solving in software development projects. They used the knowledge management
system to identify experts in specific technologies and to access best practices for software
development. This information was used to guide the development of new software, and to
solve problems that arose during development (knowledge application).
The company regularly evaluated the effectiveness of its KM initiatives. Its initiatives
include tracking the number of times knowledge was accessed and used, and by conducting
user surveys to assess the value of the knowledge management system (knowledge
evaluation).
The result of all this hard work was impressive. The company was able to significantly
reduce the number of bugs in its software, leading to improved software quality and increased
customer satisfaction. The software engineers were now able to work more efficiently and
effectively, and were able to deliver better software to their customers.
And so, Thriving Solutions, Inc. achieved its projects completion targets, with its KM
system helping to ensure that its software was of the highest quality and that its customers were
always satisfied.
KM Tools and Technologies
Knowledge Management (KM) tools and technologies are an essential component in
supporting and facilitating the process of capturing, storing, sharing, and utilizing knowledge
within organizations. These tools and technologies include a range of software and hardware
systems designed to meet specific knowledge management needs.
Enterprise Social Networks are used to facilitate communication and collaboration
among employees and to capture and share knowledge.
IBM uses its enterprise social network, IBM Connections, to facilitate communication and
collaboration among employees and to capture and share knowledge.
IBM Connections enables employees to create and participate in communities of
practice, where they can share their expertise and experiences with others. This helps to break
down organizational silos and fosters cross-functional collaboration, which can lead to the
creation of new knowledge and ideas. IBM Connections also includes a range of tools for
capturing and sharing knowledge, such as wikis, blogs, and forums. These tools enable
employees to document their knowledge and share it with others, ensuring that valuable
information is not lost when employees leave the organization.
Figure 2. IBM Connections
In addition to facilitating communication and collaboration, IBM Connections also
provides employees with access to a wealth of company knowledge and information. The
enterprise social network acts as a centralized repository for information and knowledge,
making it easier for employees to find the information they need to do their jobs effectively. This
helps to reduce the time and effort required to find information and leads to more efficient and
effective decision-making.
Content Management Systems help organizations manage and organize their digital
content, including documents, images, and videos.
A Content Management System (CMS) is a software application used to manage the
creation and modification of digital content. It provides a centralized location for storing and
organizing digital content, such as documents, images, and videos, and makes it easy for
multiple users to collaborate on the creation and updating of that content. A CMS helps
organizations to manage and organize their digital content, making it easier to find, use, and
share that content.
Figure 3. Wordpress
WordPress is one of the most popular CMS platforms in use today, powering over 40%
of all websites on the internet. It is a free, open-source platform that is easy to use, flexible, and
customizable. WordPress allows users to create, publish, and manage a variety of content,
including blog posts, articles, pages, and multimedia content. It offers a range of plugins and
themes that can be used to extend its functionality and design capabilities.
Customer Relationship Management Systems assist in managing customer
interactions and relationships, and can also be used to capture and share customer knowledge.
Figure 4. Successful CRMS application
Salesforce is the leading CRM software provider, with a market share of over 18%. It is
a cloud-based platform that provides a range of tools and features for managing customer
relationships, including sales, marketing, customer service, and analytics. Salesforce enables
organizations to automate many of their sales and marketing processes, track customer
interactions, and gain insights into customer behavior.
Artificial Intelligence and Machine Learning Tools automate knowledge management
processes and can be used for tasks such as knowledge extraction, categorization, and
recommendation. The following are successful applications:
a. TensorFlow: TensorFlow is an open-source platform for building and deploying
machine learning models. It provides a range of tools for training and testing
machine learning algorithms, as well as tools for deploying models to production.
TensorFlow is widely used in both research and industry, and has been applied to
a wide range of applications, including image and speech recognition, natural
language processing, and autonomous vehicles.
Figure 5. A few examples of AI and ML tools
b. Amazon Alexa: Amazon Alexa is a voice-controlled virtual assistant that uses
natural language processing and machine learning to provide a range of
services, such as music playback, home automation, and shopping. Alexa uses
machine learning algorithms to understand and respond to user queries, and can
learn and adapt to a user's preferences over time.
c. IBM Watson: IBM Watson is a cloud-based AI platform that provides a range of
tools and services for building and deploying AI and machine learning models. It
includes tools for natural language processing, image and speech recognition,
and data analysis. Watson has been applied to a wide range of applications,
including healthcare, finance, and customer service.
Expertise Location and Expertise Mapping Tools help organizations identify and
locate individuals within the organization who possess specific expertise. Some of these are:
a. SwoopTalent: SwoopTalent is a cloud-based expertise location tool that helps
organizations find and connect with employees who have specific skills and
knowledge. It uses machine learning and AI to analyze employee data, including
their job titles, skills, and work history, to create a comprehensive picture of their
expertise. This information is then used to identify the right people for specific
projects, tasks or roles.
Figure 6. Swoop Talent as one of the successful companies
b. ConnectBeam: ConnectBeam is an expertise mapping tool that helps
organizations map and leverage their internal expertise to drive business
outcomes. It helps identify employees with relevant skills and knowledge based
on data from enterprise systems, such as HR systems, enterprise search
engines, and social media platforms. ConnectBeam offers features like expertise
search, expertise matching, and expertise analytics.
c. Actus Software: Actus Software is a cloud-based expertise mapping and
development tool that offers a range of features for managing talent and
developing skills. It offers functionality like skills assessments, skills gap analysis,
and career development planning. It enables organizations to track employee
skills and career progression and identify skills gaps that need to be addressed.
Decision Support Systems support decision-making by providing relevant knowledge
and information to decision-makers. The platforms are designed to help organizations make
better decisions by providing access to relevant data and advanced analytics capabilities. They
offer a range of tools and features for data exploration, analysis, and visualization, and can be
used to support a variety of decision-making processes. With the right DSS platform in place,
organizations can gain insights into their operations, customers, and markets, and make more
informed decisions that drive business growth and success. Examples of these are:
a. Tableau: Tableau is a leading data visualization software that allows users to
create interactive and visually appealing dashboards and reports. It has a market
share of around 12%. Tableau enables users to connect to and visualize data
from a variety of sources, including spreadsheets, databases, and cloud services.
It also provides advanced analytics capabilities such as predictive modeling and
forecasting.
Figure 7. Market Leader in Data Visualization Tools
b. SAP BusinessObjects: SAP BusinessObjects is a business intelligence and
analytics platform that has a market share of around 10%. It provides a range of
tools for data exploration, analysis, and reporting, including ad-hoc reporting,
dashboards, and predictive analytics. SAP BusinessObjects enables users to
connect to and analyze data from a variety of sources, including databases,
spreadsheets, and cloud services.
Knowledge Portals provide a centralized location for accessing and sharing knowledge
within organizations. These are designed to help organizations create a centralized repository
of knowledge and information, making it easier for teams to collaborate and share knowledge.
With the right knowledge portal in place, organizations can improve productivity, streamline
knowledge sharing, and foster a culture of learning and growth within their teams:
a. SharePoint: SharePoint is a web-based collaborative platform developed by
Microsoft with a market share of over 50%. It allows organizations to create
knowledge portals, where users can store, organize, and share information with
each other. SharePoint provides a range of features, including document
management, business intelligence, social networking, and more.
b. Confluence: Confluence is a knowledge management tool developed by
Atlassian with a market share of around 7%. It provides a platform for teams to
collaborate and share knowledge. Confluence includes features such as
document management, team collaboration, project management, and more.
References:
Nonaka, I., & Takeuchi, H. (1995). The knowledge-creating company: How Japanese
companies create the dynamics of innovation. New York: Oxford University Press.
Polanyi, M. (1967). The tacit dimension. Garden City, NY: Anchor Books.
Wiig, K. M. (1997). Knowledge management: An overview. In K. M. Wiig (Ed.), Knowledge
management: A manager's guide (pp. 3-15). San Francisco, CA: Jossey-Bass.