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1、12,Chapter,Managing Knowledge in the Digital Firm,Assess the role of knowledge management and knowledge management programs in business Define and describe the types of systems used for enterprise-wide knowledge management and demonstrate how they provide value for organizations Define and describe
2、the major types of knowledge work systems and assess how they provide value for firms,Management Information Systems Chapter 12 Managing Knowledge in the Digital Firm,OBJECTIVES,Evaluate the business benefits of using intelligent techniques for knowledge management Identify the challenges posed by k
3、nowledge management systems and management solutions,OBJECTIVES (Continued),Management Information Systems Chapter 12 Managing Knowledge in the Digital Firm,Challenge: Coordinating the flow of unstructured information and documents among multiple product development groups Solutions: Documentum eRoo
4、m software to manage product development documents Develop new business processes for document routing Illustrates the role of knowledge and document management systems for coordinating teams and achieving operational excellence,Management Information Systems Chapter 12 Managing Knowledge in the Dig
5、ital Firm,Cott Corporation Case,THE KNOWLEDGE MANAGEMENT LANDSCAPE,U.S Enterprise Knowledge Management Software Revenues 2001-2006,Figure 12-1,Management Information Systems Chapter 12 Managing Knowledge in the Digital Firm,Source: Based on the data in eMarketer, “Portals and Content Management Solu
6、tions,” June 2003.,Important Dimensions of Knowledge,Data: Flow of captured events or transactions Information: Data organized into categories of understanding Knowledge: Concepts, experience, and insight that provide a framework for creating, evaluating, and using information. Can be tacit (undocum
7、ented) or explicit (documented),Management Information Systems Chapter 12 Managing Knowledge in the Digital Firm,THE KNOWLEDGE MANAGEMENT LANDSCAPE,Knowledge is a Firm Asset: Intangible asset Requires organizational resources Value increases as more people share it,Management Information Systems Cha
8、pter 12 Managing Knowledge in the Digital Firm,Wisdom: The collective and individual experience of applying knowledge to the solution of problem; knowing when, where, and how to apply knowledge,THE KNOWLEDGE MANAGEMENT LANDSCAPE,Important Dimensions of Knowledge (Continued),Tacit or explicit Know-ho
9、w, craft, and skill Knowing how to follow procedures; why things happen Knowledge has a Location: Cognitive event Social and individual bases of knowledge Sticky, situated, contextual,Management Information Systems Chapter 12 Managing Knowledge in the Digital Firm,THE KNOWLEDGE MANAGEMENT LANDSCAPE,
10、Knowledge has Different Forms:,Important Dimensions of Knowledge (Continued),Conditional Contextual,Management Information Systems Chapter 12 Managing Knowledge in the Digital Firm,THE KNOWLEDGE MANAGEMENT LANDSCAPE,Knowledge is Situational:,Important Dimensions of Knowledge (Continued),Organization
11、al learning: Adjusting business processes and patterns of decision making to reflect knowledge gained through information and experience gathered,Organizational Learning and Knowledge Management,Management Information Systems Chapter 12 Managing Knowledge in the Digital Firm,THE KNOWLEDGE MANAGEMENT
12、 LANDSCAPE,Knowledge acquisition Knowledge storage Knowledge dissemination Knowledge application Building organizational and management capital: collaboration, communities of practice, and office environments,Management Information Systems Chapter 12 Managing Knowledge in the Digital Firm,The Knowle
13、dge Management Value Chain,THE KNOWLEDGE MANAGEMENT LANDSCAPE,The Knowledge Management Value Chain,Figure 12-2,Management Information Systems Chapter 12 Managing Knowledge in the Digital Firm,THE KNOWLEDGE MANAGEMENT LANDSCAPE,Types of Knowledge Management Systems,Figure 12-3,Management Information
14、Systems Chapter 12 Managing Knowledge in the Digital Firm,THE KNOWLEDGE MANAGEMENT LANDSCAPE,ENTERPRISE-WIDE KNOWLEDGE MANAGEMENT SYSTEMS,Figure 12-4,Management Information Systems Chapter 12 Managing Knowledge in the Digital Firm,Knowledge repository for formal, structured text documents and report
15、s or presentations Also known as content management system Require appropriate database schema and tagging of documents Examples: Database of case reports of consulting firms; tax law accounting databases of accounting firms,Structured Knowledge System,ENTERPRISE-WIDE KNOWLEDGE MANAGEMENT SYSTEMS,Ma
16、nagement Information Systems Chapter 12 Managing Knowledge in the Digital Firm,KWorlds Knowledge Domains,ENTERPRISE-WIDE KNOWLEDGE MANAGEMENT SYSTEMS,Figure 12-5,Management Information Systems Chapter 12 Managing Knowledge in the Digital Firm,KPMG Knowledge System Processes,ENTERPRISE-WIDE KNOWLEDGE MANAGEMENT SYSTEMS,Figure 12-6,Management Information Systems Chapter 12 Managing Knowledge in the Digital Firm,Knowledge repository for less-structured documents, such as e-mail, voicemail, ch
