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ניהול ידע – שעור 1 גלעד רביד [email protected] • ואפילו כולנו חכמים ,כולנו נבונים ,כולנו זקנים, כולנו יודעים את התורה ,מצוה עלינו לספר ביציאת מצרים ,וכל המרבה לספר ביציאת מצרים – הרי זה משבח • ושאינו יודע לשאול את פתח לו שנאמר :והגדת לבנך ביום ההוא לאמר בעבור זה עשה ה' לי בצאתי ממצרים ...וידבר ה' אל משה לאמור .דבר אל בני ישראל, לאמור :בחמישה עשר יום לחודש השביעי הזה, חג הסוכות שבעת ימים לה' ]...[ .למען יידעו דורותיכם ,כי בסוכות הושבתי את בני ישראל, בהוציאי אותם מארץ מצריים :אני ,ה' אלוהיכם. וידבר משה ,את מועדי ה' ,אל בני ,ישראל( .ויקרא כג) מאמרות חז”ל • “Knowledge is all about linking people with data.” Ken Orr • “Too many managers still believe that once the right technology is in place appropriate information sharing will follow.” Thomas Davenport • “KM must be ridiculous to use" Carla O'dell , APQC המוטיבציות • • • • • ידע הפך לנכס איתן יתרונות לשיתוף מידע מקסימאלי העובדים מתחלפים אך ערך העסק נשאר השבחת המבנה הפנימי והחיצוני יתרון תחרותי ,הארגונים המובילים מאמצים זאת חברות הפעילות בניהול ידע החברות עם מחלקת נ"י % Source: Network World (1997), )Business Week (2000 יתרונות מערכות לניהול ידע •הערכת השוק ליכולות נ"י מתקדמות •רווחים גדולים יותר מלקוחות קיימים גידול ברווחים •יותר מכירות מוצלבות נ"י •פחות קידום מכירות •קיטון בזמן החיפוש •פתרון בעיות מהיר יותר •הימנעות מכפילויות •פחות מאמצים כפולים טוב הקטנה בהוצאות ?התמקדות באדם או במכונה Technology Centered • Info. Technologists • info. and comp. sciences, database, telecomm., analysis • KM = objects • explicit knowledge easily encoded People Centered • Org. Theorists • org. behavior, group dynamics, HCI, psychology • KM = process • tacit knowledge difficult to encode נתונים • כל אוסף לא אקראי של אותות – למשל מספרים ,צלילים ,סימנים בכתב יתדות מידע • הגדרה א':ערך המוסף העיקרי בפעילות כלכלית • הגדרה ב' :הפחתה באי ודאות • הגדרה ג' :נתונים שעובדו כך שיש להם ערך בקבלת החלטות ידע • מידע שאומת בהקשר מסוים ויכול לשמש כבסיס לפעולה חוכמה אמת ידע מידע נתונים אותות ותווים המציאות The knowledge process parallels and enables business processes Alignment with guiding principles, business drivers, and constraints ensures actions have real value Knowledge is the human capacity (potential & actual ability) to take effective action in varied and uncertain situations. Wisdom is a state of the human mind characterized by profound understanding and deep insight. It is often, but not necessarily, accompanied by extensive formal knowledge. Meeker, Joseph, “What is Wisdom”, LANDSCAPE, Vol. 25, No. 1, Jan 1981. Transfer of Levels of knowledge knowledge Information management Creation of knowledge competitiveness competence actions Know-how knowledge + will to do + unique combination + adapted implementation to specific context + applied information data symbols + context, experiences + meaning expectations + syntax Training Culture of learning and motivation Strategic Knowledge based positioning Knowledge can take many forms… • Concepts, methodologies • Facts, beliefs, truths & laws • Know what, Know how, Know why • Judgments & expectations, insights • Relationships, leverage points • Intuition & feelings • Meaning and sense making Good things about Knowledge • The foundation of the enterprise • Grows with use • Increases when shared • Primary source of value • Only solution to understanding complexity Bad things about Knowledge • Usually exists in the minds of individuals • Hidden in some forgotten report • “Knowledge is Power” – encourages Knowledge Hoarding • Leaves the organization with the employee מה שביניהם נתונים תצפית ,עובדה או מספר - ידע מידע היוצר ערך מידע הטמעה וסינתזה של נתונים - הגדרת ניהול ידע ניהול ידע הוא היכולת ליצור,לתפוס ,להשתמש, לעשות שימוש חוזר וליישם ידע לתהליכי חידוש שתוצאתם היא עמידה ביעדי הארגון Knowledge Management a useful definition The systematic process of creating, maintaining and nurturing an organization to make the best use of knowledge to create business value and generate competitive advantage. Knowledge Management The discipline of creating, using, and conserving intellectual capital to achieve continuing success in a changing environment through critical review, improvement, organization, and application of people, process, content, and technology. Intellectual Capital Knowledge consisting of data, information, understanding, and knowhow used to make decisions and take action inherent in the people, processes, and technologies of an organization. Definition of a Knowledge Worker “A knowledge worker is someone whose job entails having really interesting conversations at work.” David Weinberger “The basic economic resource is no longer capital, nor natural resources, nor labor. It is and will be knowledge.” Peter Drucker KNOWLEDGE MANAGEMENT DEFINITIONS • Knowledge management is a business model embracing knowledge as an organisational asset to drive sustainable business advantages. It is a management discipline that promotes an integrated approach to creating, identifying, evaluating, capturing, enhancing, sharing and applying a company’s intellectual capital • “Knowledge Management is not a shrinkwrapped functional solution, it is a combination of technology, methodology, and corporate belief in the competitive advantages to be gained from KM“ KNOWLEDGE MANAGEMENT DEFINITIONS • « Knowledge management means : to identify, manage, and valorise things that the organisation knows or could know: skills and experience of people, archives, documents, relations with clients, suppliers and other persons and materials contained in electronic databases » (Davenport, Prusak, 1998) Knowledge Workers • Dominant group of workers in the 21st century. • Specialists with job-specific skills. • Have significant formal education or formal training. • Are self-directed learners • Require multiple, continuous learning opportunities to maintain their specialized knowledge Major Areas of Knowledge Management – – – – – – Capturing knowledge Storing knowledge Creating knowledge Distributing knowledge Sharing knowledge Using knowledge • Transfer knowledge from the individual to the collective realm Knowledge Technology (The hardware, software and the hype.) – Knowledge repositories – Neural systems – Data-mining tools – Contact software – Intranets – Extranets – Water Cooler Technology What does it take? • 20% Right Technology • 80% Cultural change – Behavior of the leaders – What type of learning is valued – Informal structure of the company – How are mistakes handled – What is rewarded and what is punished – How is information shared זרימת הידע בארגון עיצוב תשתיות פיתוח לכידה איגוד קריאה שיתוף סוגי הידע • מפורשExplicit • מרומזTacit KM Modes of Knowledge Transfer • Explicit knowledge is definable and objective; easily documented and transferred KM Modes of Knowledge Transfer • Tacit knowledge lives in people’s heads and their practices; used every day but you see it only when it’s used. • “Know – how” • Most difficult and elusive Tacit Knowledge and Explicit Knowledge • Explicit knowledge is the information contained in documents, methodologies, experts and other sources, when it is retrieved in a context • Tacit knowledge is the context that makes explicit knowledge relevant to a user in a role, by relating that explicit knowledge to a user’s mission or career agenda, including goals, actions, processes and options. Tacit Knowledge and Explicit Knowledge (..cont.) Contributes to efficiency Explicit Leads to competency Easier to replicate Hard to articulate Hard to steal Hard to transfer Tacit High competitive advantage What is knowledge ? Different cultural approaches ? Occidental vs. Japanese approach ? • Europe concentrates on knowledge valuation; • United States on the management of explicit knowledge; Both result from the cartesian perspective of a differentiation between mind and body, subject and object, knowledge and the knowing person… • The Japanese approach concentrates on the creation of knowledge, • … in a perspective of unity of mind and body • Occident puts the emphasis on explicit knowledge, Japan on implicit one. Transformation of knowledge • To be processed and managed, knowledge must be transformed: • … from tacit to explicit; • … from individual to shared (collective); • … from collective to organisational. Transformation of knowledge … the knowledge potential… Yes Yes Exploited opportunity No Lost opportunity Explicable? No Inappropriately Appropriately explicated unexplicated Explicated ? Zack 1998 Transformation of knowledge … from tacit to explicit… tacit tacit To explicit Socialisation: Sharing experience Externalisation: Codification documentation Internalisation: Individual use of experience Combination: Creation of New knowledge From explicit Transformation of knowledge The knowledge creation spiral Socialisation Internalisation Externalisation Combination The knowledge logical flow Identify Collect Classify Organise/store Create Use/exploit Share/disseminate Access Skyrme 1999 Phases in the knowledge management process knowledge creation knowledge application knowledge validation knowledge presentation knowledge distribution Bhatt, 2001 הון Human Capital = Knowledge + Capabilities + Skill Structural Capital = Everything that remains after the employees go home Intellectual Capital = Human Capital + Structural Capital Intellectual Capital = Market Value - Book Value (e.g. Microsoft’s MV = 15 * BV) המאזן הבלתי נראה Cash Accounts Receivable Equipment Property Short-term Loans Long-term Debt External Structure Internal Structure Invisible Share Holder Equity Competence Obligation S.H. Equity Market Value Liability & S.H. Equity Book Value Tangible Intangible Assets במבחן המציאות תדמית • KM is primarily technology centered: – Data Warehousing – Data Mining – Intranets – Groupware מציאות • KM is primarily a people centered philosophy which necessarily involves and will promote the use of such technologies מרכיבי טכנולוגיה עיקריים • Internet / Intranet & Groupware • “Content” management systems • Objected oriented distributed methods • E-Business/E-Commerce methods • Data Warehousing • Data Mining
