Knowledge management: systems and processes

Cover Page
......Page 1
Title Page......Page 4
Copyright Page
......Page 5
Contents......Page 6
Foreword......Page 12
Preface and Acknowledgments......Page 14
1. Introducing Knowledge Management......Page 20
What Is Knowledge Management?......Page 21
Forces Driving Knowledge Management......Page 22
Knowledge Management Systems......Page 25
Issues in Knowledge Management......Page 26
Text Overview
......Page 27
Review......Page 29
References......Page 30
PART I: PRINCIPLES OF KNOWLEDGE MANAGEMENT......Page 32
What Is Knowledge?......Page 34
Alternative Views of Knowledge......Page 39
Different Types of Knowledge......Page 41
Locations of Knowledge......Page 48
Key Terms......Page 52
Application Exercises......Page 53
References......Page 54
Knowledge Management......Page 56
Knowledge Management Solutions and Foundations......Page 58
Knowledge Management Infrastructure......Page 59
Knowledge Management Technologies......Page 66
Management of Knowledge Management Foundations (Infrastructure, Mechanisms, and Technologies)......Page 68
Review......Page 70
References......Page 71
Knowledge Management Processes......Page 73
Knowledge Management Systems 
......Page 79
Managing Knowledge Management Solutions......Page 82
Key Terms
......Page 85
Application Exercise
......Page 86
References......Page 87
Impact on People......Page 88
Impact on Processes......Page 92
Impact on Products......Page 96
Impact on Organizational Performance......Page 98
Summary......Page 100
Key Terms......Page 101
Application Exercises......Page 102
References......Page 103
PART II: KNOWLEDGE MANAGEMENT TECHNOLOGIES AND SYSTEMS......Page 106
6. Knowledge Application Systems: Systems that Utilize Knowledge......Page 108
Technologies for Applying Knowledge......Page 109
Developing Knowledge Application Systems......Page 114
Types of Knowledge Application Systems......Page 116
Case Studies......Page 118
Limitations of Knowledge Application Systems......Page 136
Key Terms......Page 137
References......Page 138
What Are Knowledge Capture Systems?......Page 141
Knowledge Management Mechanisms to Capture Tacit Knowledge: Using Organization Stories......Page 143
Designing the Knowledge Capture System......Page 147
Concept Maps......Page 148
Context-Based Reasoning......Page 153
Barriers to the Use of Knowledge Capture Systems......Page 159
Research Trends......Page 160
Summary......Page 163
Application Exercises......Page 164
References......Page 165
8. Knowledge Sharing Systems: Systems that Organize and
Distribute Knowledge......Page 168
What Are Knowledge Sharing Systems?......Page 169
The Computer as a Medium for Sharing Knowledge......Page 173
Designing The Knowledge Sharing System......Page 174
Barriers to The Use of Knowledge Sharing Systems
......Page 175
Specific Types of Knowledge Sharing Systems......Page 176
Lessons Learned Systems......Page 178
Expertise Locator Knowledge Sharing Systems......Page 182
The Role of Ontologies and Knowledge Taxonomies in the Development of Expertise Locator Systems......Page 185
Case Studies......Page 189
Shortcomings of Knowledge Sharing Systems......Page 200
Knowledge Management Systems that Share Tacit Knowledge......Page 202
Application Exercises......Page 206
References......Page 207
9. Knowledge Discovery Systems: Systems that Create Knowledge......Page 210
Mechanisms to Discover Knowledge: Using Socialization to Create New Tacit Knowledge......Page 211
Technologies to Discover Knowledge: Using Data Mining to Create New Explicit Knowledge......Page 214
Designing the Knowledge Discovery System......Page 220
Guidelines for Employing Data Mining Techniques......Page 225
Discovering Knowledge on the Web......Page 232
Data Mining and Customer Relationship Management......Page 236
Barriers to the Use of Knowledge Discovery Systems......Page 238
Case Studies......Page 240
Summary 
......Page 246
Application Exercises
......Page 248
References
......Page 249
PART III: MANAGEMENT AND THE FUTURE OF KNOWLEDGE MANAGEMENT......Page 252
Web 2.0......Page 254
Social Networking......Page 257
Wikis and Blogs......Page 260
Open Source Development......Page 262
Virtual Worlds......Page 266
The Three Worlds of Information Technology: Does IT Really Matter?......Page 270
Summary
......Page 271
Notes......Page 272
References......Page 273
A Contingency View of Knowledge Management......Page 275
The Effects of Task Characteristics......Page 276
The Effects of Knowledge Characteristics......Page 280
The Effects of Organizational and Environmental Characteristics......Page 282
Identification of Appropriate Knowledge Management Solutions......Page 285
Illustrative Example......Page 289
Summary......Page 292
Application Exercises......Page 293
References......Page 294
Leadership of Knowledge Management......Page 296
Importance of Knowledge Management Assessment......Page 298
Types of Knowledge Management Assessment......Page 301
Assessment of Knowledge Management Solutions......Page 304
Assessment of Knowledge......Page 306
Assessment of Impacts......Page 308
Conclusions About Knowledge Management Assessment......Page 310
Key Terms......Page 316
Application Exercises......Page 317
References......Page 318
Using Knowledge Management as a Decision-Making Paradigm to
Address Wicked Problems......Page 320
Promoting Knowledge Sharing While Protecting Intellectual Property......Page 322
Addressing Barriers to Knowledge Sharing and Creation......Page 325
Concluding Remarks......Page 329
Application Exercises......Page 330
References......Page 331
Glossary......Page 333
About the Authors......Page 354
Index......Page 356