Knowledge Management

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