Knowledge Management

Knowledge is an ASSET

Information+Experience=Knowledge

Knowledge Workers

Nonaka & Takeuchi

EXPLICIT KKOWLEDGE

• Formalised / Codified
• The 'know that' part
• Technology driven
• Accessible by the many
• Databases, memos, directories, documents etc

TACIT KNOWLEDGE

• The 'Know-how'
• Defined by Polyani 1966
• Personal in nature
• Very much experiential
• 'Breakthrough knowledge'

EMBEDDED KNOWLEDGE

• Knowledge that is locked in processes, products, culture, routines etc
• Hovarth2000.Gamble&Blackwell 2001
• Can create a significant competitive advantage
• Not in itself explicit, as it is effectively 'encoded into the design'
• Decision making taken away from the human operator

Opinion vs Fact

Justified vs Non-justified belief

OBJECTIVIST:
Believes that Knowledge=Fact.
Explicit in nature.
Straightforward.
No-nonsense perspective.
Tech focused, using searchable programs.
Converts tacit to explicit.

PRACTICE-BASED:
Knowledge is personal. Opponent to objectivist approach.
Focus on Tacit & Embedded Knowledge. Relational. Cultural. "Communities of Practice".

We want to stop this

And create this!!

The Knowledge Management 'Danger Zone'

• Loss of competitive advantage
• Lose vital understanding of customers
• Lose tech knowledge, product development or service capabilities
• Under utilization of existing knowledge
• Negative culture, high staff turnaround
• Lower turnover & profit margins

HR's part in Knowledge Management

• Understanding of socio-cultural factors
• Effective org structure, job design & talent acq.
• Culture of Reward, Recognition, Respect
• Manage 'share-hoard' dilemma
• Manage power & political struggles
• Multi-taceted approach to indivuals, understanding different personalities