European Guide to Good Practice in Knowledge Management Frameworks on Knowledge Management 14 October 2002, Brussels

Peter Heisig Head of Competence Center Knowledge Management Fraunhofer IPK Pascalstr. 8-9 10587 Berlin Germany Phone: +49 /(0)30 / 39006 - 171 Fax: +49 /(0)30 / 393 25 03 E-Mail: [email protected] KM_Approaches_PH_021029.ppt

Objectives of a European Knowledge Management Framework

The European KM Framework... • ... should cover all important and relevant aspects (holistic) of KM, but not every detail. • ... aspects should be based on empirical evidence (survey results, case studieS). • … should easy to understand and to communicate to SME’s, but not only.

KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 2/42

11 requirements for a KM framework in Europe EKMF KM-Standards Position Statement (2002-03-14) 1. To provide a holistic view of the KM domain (in the sense of ‘KM in a nutshell, what is KM, what is the mission/message and what are the typical elements’) 2. To address all stakeholders in KM (SMEs, large organisations, consultants, academics, vendors, etc.) 3. To be based on broad consensus and give a neutral, non biased, and well accepted view on KM 4. To address the information needs of KM beginners as well as the need for a point of reference for KM experts 5. To provide recommendations and links for the first steps (where to start) 6. To include a core KM terminology 7. To represent the specific challenges and advantages of KM made in Europe 8. To be able to hook in other existing and/or emerging KM standards (namely 2nd and 3rd level standards as named in chapter 1.2) 9. To talk a simplistic and serious language 10. To be short and comprehensive (e.g. 15 pages) 11. To be public domain KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 3/42

Types of KM Frameworks Weber et al. (2002)

• Holistic frameworks ... „... seek to provide a holistic description of KM. They aim to describe and combine all major aspects of KM and usually consider elements like organisation, technology, humans, strategy, etc. and explain their particular role for KM.” e.g.: Know-Net, IPK reference model, CORMA, APQC.

• Explanatory Frameworks ... ...“aim to explain certain facets in KM, to emphasise a certain approach or message or to provide a small sub theory in itself.” e.g.: Nonaka/Takeuchi, Probst et al. KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 4/42

Approaches towards Knowledge Management: Spiral of Knowledge Creation by Nonaka, Takeuchi 1995

Epistemological Dimension

Externalisation

Explicit Knowledge

Combination

Implicit / Tacit Knowledge

Sozialisation Individuum

Group

Internalisation

Ontological

Company interaction

Dimension

Company

Source: Nonaka, Takeuchi 1995 KM_Approaches_PH_021029.ppt

Knowledge Level

© 2002 CCWM FhG IPK Berlin, 5/42

Approaches towards Knowledge Management: Three Pillars of Knowledge Management by Wiig 2000

Knowledge Management I

Survey & Categorize Knowledge Analyze Knowledge & Related Activities Elicit, Codify & Organize Knowledge

II

Appraise & Evaluate Value of Knowledge & KnowledgeRelate Actions

III

Synthesize KnowledgeRelated Activities Handle, Use & Control Knowledge Leverage, Distribute & Automate Knowledge

Knowledge Management Foundation

Broad Understanding of Knowledge - Creation – Manifestations – Use – Transfer KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 6/42

Approaches towards Knowledge Management: Four KM Pillars Conceptual Model by Stankosky (1999)

Social

Environmental Influences Political

Leadership Business Culture Strategic Planning - Vision and Goals Climate Growth Segmentation Communications

Systems Engineering KM_Approaches_PH_021029.ppt

Economic Goernmental

Knowledge Management The Architecture of Enterprise Engineering Organization BPR - Processes - Prodcedures Metrics MBO TQM/L Workflow Communications

Technology E-mail OLAP Data Wareh. Search Eng. DSS Process Modeling Manage. Tools Communications

Multiple Disciplines Organization Development Systems Management

Learning Intuition Innovation & Invention Learning Community Virtual Teams Shared Results Exchange Forums Communications

Organization Behavior © 2002 CCWM FhG IPK Berlin, 7/42

Approaches towards Knowledge Management: The Knowledge Life Cycle (KLC) Framework developed by KMCI (Firestone, McElroy 2002) Knowledge Integration

Knowledge Production Info about SKC

Individual and Group Learning

SKC

Knowledge Claim Formulation

CKC

Knowledge Claim Evaluation

KM_Approaches_PH_021029.ppt

Searching OK

FKC

Teaching

Sharing

UKC

External Inputs

(including the detection of problems)

Info about FKC

Info about UKC

Information Acquisition

Feedback

Broadcasting

Experimental Feedback

Business Processing Environment Business Process Behaviors of Interaction Agents

DOKB ‘Containers’ • Agents (Indiv. & Groups) • Artifacts (Docs., IT, etc.)

DOKB • Objective Knowledge • Subjective Knowledge

© 2002 CCWM FhG IPK Berlin, 8/42

Approaches towards Knowledge Management: Levers for the Development of a Knowledge Enterprise (BOOZ•ALLEN & HAMILTON 2001) Knowledge Content

Processes

• Strategic decisions: Knowledge Objectives • Users involved • Knowledge required • Gaps • External and internal sources of knowledge

• Developing processes that standardize intellectual assets and allow people to perform key activities on it: -Creating -Sharing -Using -Collaborating -Improving • Strucuturing knowledge to provide content and usability

Organization

IT-Engine

• Explicit, ongoing change management • Knowedge Management Design Team • Rewards and incentives • Culture Change

KM_Approaches_PH_021029.ppt

• Software • User access and network (e.g. intenet) • Database design • Security • Human Interface

© 2002 CCWM FhG IPK Berlin, 9/42

Approaches towards Knowledge Management: Framework of Intellectual Capital Management by IBM Corp. 2001

Incentives Measurements

Leadership

Management System

Organization

Leadership

Process

Technology

Environmental Factors

Strategy Vision

Value System ©IBM Corp.

KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 10/42

Approaches towards Knowledge Management: Knowledge Management as Organisational Competence by Cranfield School of Management (2001) Distinctive Capability

Business Level

(Knowledge of how to combine Competences & Resources)

Strategy, Direction, Goal-Setting Appropriate Resource Deployment Sets of Competences

Organisation Level

(Knowledge of how to combine resources)

Structures & Responsibilities, Processes & Roles, Institutionalised Supporting Aids Resources (Technical, Management & Exploitation)

Individual Level KM_Approaches_PH_021029.ppt

Skills, Experience, Knowledge, Personal Characteristics © 2002 CCWM FhG IPK Berlin, 11/42

Approaches towards Knowledge Management: Knowledge Management Media Reference Model by mcm-institute St. Gallen (Eppler et al. 2001)

Views Community view

Implementation view

Services view

Infrastructure view

Communities of experts that create and share experiences, insights, and new concepts Know-how -intensive processes and projects in which the community members apply their skills Content Management-, Collaboration-, Retrieval-, Aggregation- & Visualization-services Infrastructure elements for the knowledge services such as I-Net platforms, network components Identification

Evaluation

Allocation

Application

Knowledge Cycle KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 12/42

Approaches towards Knowledge Management: Knowledge Management Framework by APQC/Arthur Andersen (1996) Leadership Share Apply

Measurement

Organize

Create ORGANIZATIONAL KNOWLEDGE

Adapt

Culture Identify

Collect

Technology Source: APQC 1996 KM_Approaches_PH_021029.ppt

ENABLERS

PROCESS

© 2002 CCWM FhG IPK Berlin, 13/42

Approaches towards Knowledge Management: Building blocks of Knowledge Management by Probst, Raub, Romhardt 1997

Building blo c ks fo r s uc c e s s Knowledge Wissensgoals ziele Knowledge Wissensidentification identifikation Knowledge Wissensacquisition erwerb

Knowledge Wissensdevelopment entwicklung

KM_Approaches_PH_021029.ppt

© Probst / Ra ub / Romha rdt 1997

Feedback

Knowledge Wissensassessment bewertung Knowledge Wissensretention bewahrung Knowledge Wissensutilization nutzung

Knowledge Wissenssharing (ver)teilung

© 2002 CCWM FhG IPK Berlin, 14/42

Approaches towards Knowledge Management: Knowledge Enabling: The 5x5 Grid by von Krogh, Ichijo, Nonaka (2000)

Knowledge-Creation Steps Knowledge Enablers Instill a Vision Manage Conversations Mobilize Activists Create the Right Context Globalize Local Knowledge KM_Approaches_PH_021029.ppt

Sharing Tacit Creating a Justifying a Building a Knowledge Concept Concept Prototype

➼➼

➼

Cross-Leveling Knowledge

➼

➼➼

➼

➼➼

➼➼

➼➼

➼➼

➼➼

➼

➼

➼

➼➼

➼

➼➼

➼

➼➼ ➼➼

© 2002 CCWM FhG IPK Berlin, 15/42

Approaches towards Knowledge Management: Business Knowledge Management Framework by Bach, Vogler, Österle 1999 Knowledge oriented Management Management Instruments Management Organisation

Product Development

Business Processes Sales

Service Knowledge Structure

Subcluster Knowledge Object ...

Knowledge Cluster Knowledge Cluster Thesauri Knowledge Base

Distribution Development KM_Approaches_PH_021029.ppt

Author Content-Owner Knowledge Manager Knowledge Communicator Knowledge Developper

Knowledge carrier and -roles

Lotus Notes Intranet SAP R/3 Wold Wide Web Document Management Workflow Management

© 2002 CCWM FhG IPK Berlin, 16/42 Systems and Documents

Approaches towards Knowledge Management: Knowledge Management Process Framework by Bukowitz, Williams 1999 Tactical

Strategic

Triggered by market-driven opportunity or demand

Triggered by shifts in the macroenvironment

Knowledge-based assets Cannot meet it? Lost opportunity

Can meet it?

Knowledge repositories Relationships Get

Use

Information technology and communications infrastructure

Assess

Functional skill sets Process know-how Learn

Build/Sustain

Environmental responsiveness Contribute

Organizational intelligence Failure

Divest

External sources Source: Wendi R. Bukowitz, Ruth L. Williams; 1999 KM_Approaches_PH_021029.ppt

...

© 2002 CCWM FhG IPK Berlin, 17/42

Approaches towards Knowledge Management: Knowledge management event chain by Despres, Chauvel 1999

mapping

acquire capture create

The world of business intelligence, perception

The world of research, development & creation

package

The world of codification, representation

store

apply share transfer

innovate reuse evolve transform

The world of The world of competencies, databases, teamwork, infobases, intranets & knowledgebases, cross-border memory sharing

The world of leverage, intellectual assets & innovation

Quelle: Despres, Chauvel 1999 KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 18/42

Approaches towards Knowledge Management: Knowledge Value Chain by Weggemann (1999)

Strategic Knowledge-conscious Management

Operational Knowledge-conscious Management • Designing and managing the operational processes in the knowledge value chain • Criteria: effectiviness, efficiency en flexibility

Knowledge development

MVS

Determining Making necessary inventory knowledge of available knowledge

Knowledge sharing and distributing

Applying knowledge

Evaluating knowledge

Cyclical process

or acquiring

Instruments: Intranet, Corporate University, Competence Systems, Databases, Courses, Workshops, Coaching, Manuals, Brainstorms, Recruitment, Communities...

KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 19/42

Approaches towards Knowledge Management: Different components of the structure of operations on knowledge by van der Spek, Spijkervet 1997

Information technology

Organisation personnel

Operations on knowledge • Develop • Secure

Culture and motivation

• Distribute • Combine

Management

Quelle: Van der Spek, Spijkervet 1997 KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 20/42

Approaches towards Knowledge Management: Knowledge Management approach of CommonKADS by Schreiber, Akkermans et al. 2000

Organization model OM-2: people & structure Agent model: AM-1: agent descriptions (software, humans)

Organization model OM-2: overall process OM-3: process tasks Task model: TM-1: task descriptions

participate in

agents possess

requires

knowledge assets

KM_Approaches_PH_021029.ppt

business process

Organization model OM-4: knowledge assets coarse grained description form, nature, time, location Task model: TM-2: knowledge bottlenecks Knowledge model: knowledge specification fine-grained

© 2002 CCWM FhG IPK Berlin, 21/42

Approaches towards Knowledge Management: Nine Success Factors (hypotheses) for Knowledge Projects by Davenport, Prusak 1998

• Knowledge-oriented culture • Technical and organizational infrastructure • Senior management support • Link to economic or industry value • Modicum of process orientation • Clarity of vision and language • Nontrivial motivational aids • Some level of knowledge structure • Multiple channels for knowledge transfer KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 22/42

Approaches towards Knowledge Management: Central concepts of process oriented KM by Remus 2002

Strategy Strategy

Processes Processes

Instruments Instruments and andSystems Systems

Knowledge Knowledge Circle Circle

Knowledge Knowledgebase base Processes Processes

KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 23/42

Approaches towards Knowledge Management: Tasks of Knowledge Management by Allweyer 1998

Knowledge Management

De

m op l ve

t en

Organissation

Strategies Knowledge acquisition Knowledge removal

Knowledge Processing Knowledge use

Su pp or t

Co nt ro l

Knowledge presentation

Processes

Knowledge transfer

Technologies

er ent h t r Fu lopm ve e D

Quelle: Dr. Thomas Allweyer, IDS Prof. Scheer GmbH, 1998 KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 24/42

Approaches towards Knowledge Management: Basic model of KM by Amelingmeyer 1999 Company Management

Knowledge Management - Level of Knowledge Management

- Design (Gestaltungs-) oriented Tasks - Planning- and control oriented Processes

Knowledge base - Structure - Dynamic

Company processes

Success

Environment KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 25/42

Approaches towards Knowledge Management: Components of KM by VBM 2000 (Association of Bavarian Metal and Electro Industry – KM Guideline for SMEs)

Society

Technology

Organization

Knowledge Management

People KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 26/42

Approaches towards Knowledge Management: The Fraunhofer IPK Reference Model for KM by Heisig (2000)

Process Organization Inf

Apply

Generate

c Te gy olo hn

Co nt ro

l

n tio ma or

• The core of the Fraunhofer reference model constitutes the business processes as application fields of Knowledge. They integrate the knowledge domains and provide the context.

Value adding

• The Core activities of KM relate to the specific business processes.

Store

hip

Distribute

Le ad ers

M HR

• Measures within the six Design areas (=> CSF) will contribute to the success of the KM initiative.

Business processes

Corporate Culture KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 27/42

Approaches towards Knowledge Management: The Movement of Knowledge in the I-Space by Boisot 1998 C Textbook knowledge B

Source: Boisot 1998 KM_Approaches_PH_021029.ppt

D Common sense

A

Concr

Uncodified

Abstr act

Personal knowledge

Codified

Proprietary knowledge

ete

sed Diffu

fu Undif

sed © 2002 CCWM FhG IPK Berlin, 28/42

Approaches towards Knowledge Management: Knowledge Management Process Model by Kucza (2001)

Identification of Needs for Knowledge

KM Co-ordination

Sharing of Knowledge

Creation of Knowledge

Knowledge Update Knowledge Collection and Storage KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 29/42

Approaches towards Knowledge Management: Four perspectives which form Knowledge Management by Rivero (2002) Cutural y social

Organizativo

Soluciones de gestión del conocimiento

Metodológico y operativo

Tecnológico Source: S. Rivero Rodrigo 2002 KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 30/42

Approaches towards Knowledge Management: Know-Net Framework (2002)

Organisation

Strategy

Interorganisation

Structure

Assets

Processes

Team

Systeme

Individual KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 31/42

Approaches towards Knowledge Management: Knowledge Ecology (2002)

nsLaunch

io Team t sa r Product ve Dev. n Team Co

Process Consultants

Engineers Product Managers Management Team Quality specialists Marketing

Deliverables Lessons Status Learned reports Tips, Production Improvement Schedule Efforts e g Issue Meeting ed l list notes Standards ow

es s Ba

Kn

KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 32/42

Approaches towards Knowledge Management: Knowledge Production System Activities Global Knowledge Economics Council KM Framework

Knowledge Quality Assurance

Knowledge Creation/ Acquisition

Knowledge Processing

Knowledge Quality Control

Knowledge Diffusion

Knowledge Usage

Results

Knowledge Technologies Knowledge Storage, Retrieval, etc.

Source: Vaupel 2002 KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 33/42

Approaches towards Knowledge Management: The Design fields of the Knowledge Management Maturity Model (KMMM®)

ro P KM

es s s ce Strategy,

Company Knowledge Goals Environment Partnerships

Processes, Roles, Organization

Employees Skills

Technology, Infrastructure

Ho list Source: Ehms, Langen, Siemens 2002 KM_Approaches_PH_021029.ppt

Knowledge Form & Structures

ic K

M

Sy st e ms

Culture Cooperation Leadership & Support

KM

ts c e j Pro

© 2002 CCWM FhG IPK Berlin, 34/42

Approaches towards Knowledge Management: The Intellectual Capital of the Firm by Sullivan (1998)

Human Capital Experience

Intellectual Assets Documents Drawings Programs Data Inventions Processes

Know-how Intellectual Property Skills Creativity KM_Approaches_PH_021029.ppt

Patents Copyrights Trademarks Trade Secrets Semiconductor Masks © 2002 CCWM FhG IPK Berlin, 35/42

Approaches towards Knowledge Management: EKMF KM Framework – Vesion 1.4 (2002-03-07)

Innovation

KM – Strategies

KM – Organisation KM – Processes

Human + Social KM – Issues

KM – Technologies Leadership

KM – Performance Measurement

KM – Business Cases + Implementation

Reuse of knowledge KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 36/42

Potential Scopes of Selected Knowledge Management Practices by Wiig 1993 Nature of Approach

Non-Technical Approach Combined Non-Technical & Technical Approach Technical Approach

KM_Approaches_PH_021029.ppt

Core Competencies Approach Human Resource Management Approach

KBS Development & Deployment Approach Very Narrow Single Activity Scope

Knowledge Optimizing Approach

Knowledge Integration Approach Technical Knowledge Asset Management Approach Narrow Single Function Scope

Broad Multiple Function Scope

Learning Organization Approach Universal Knowledge Approach

Scope Very Broad Organization-Wide Scope © 2002 CCWM FhG IPK Berlin, 37/42

Approaches towards Knowledge Management: Background and authors of Knowledge Management approaches by Roehl (2000) abstract

Beacker 1997 Sociology Sociology Willke 1995

Design Orientation

Rehäuser/ Economics Economics Krcmar 1996 Güldenberg 1997a V. Heijst et al. 1997 Engineering Engineering

concrete

Klahr 1997 Technology oriented

KM_Approaches_PH_021029.ppt

Hoffmann/ Patton 1996

ILOI 1997

Design perspective

Pawlowsky et al. 1994

Schneider 1996

Schüppel 1996

Nonaka et al. 1991

Probst et al. 1996

Wiig 1994

Schmitz/ Zucker 1996

Human/social oriented © 2002 CCWM FhG IPK Berlin, 38/42

Conceptual roots of Knowledge Management by Maier 2002

Knowledge Management

Knowledge goals

Intellectual asset management

People oriented Knowledge processes

Technology oriented

Roles and organization

Translation to business and management concepts and terminology

Contents, structures, ontology

Knowledge economics

Goal-oriented design of handling of knowledge, capabilities and competences

OL as dynamic process

Individual

Single/double loop learning Organizational Identification Intuition Management by … Innovation management Strategic management

Sociology of knowledge Organizational psychology Cognitive psychology

KM_Approaches_PH_021029.ppt

E-Learning systems

Knowledge management systems

Use of supporting information and communication technologies

Group

Organization

Organizational Feedback knowledge base/ memory Application

Learning

Interpretation

Knowledge strategy

Diffusion Organizational development Evolution of organizations

Integration

Institutionalization

Organizational intelligence Organizational culture Organized chaos

Organizational change

Systems dynamics

Artificial intelligence

Systems theory

© 2002 CCWM FhG IPK Berlin, 39/42

Technological roots and influences of Knowledge Management Systems by Maier 2002 Knowledge Knowledge Knowledge Extended push CRM maps repository ons i Corporate t E-learning a ic Community Meta-search Use ppl tion portals a platforms d KM builder Organizational ate menta l e r rela S meengines KM suite e tap ted dge S impl knowledge base e l Integrative h w Interactive term or Kno ide KM s KMS Organizational learning KMS gu Enterprise knowledge medium Knowledge Knowledge management Transactive memory system Skills databases

Organizational memory s system ocu s f r t e Organizational memory w oth cal roo i o information system Sh nolog Search h engines tec Business intelligence tools Data warehousing KM_Approaches_PH_021029.ppt

management system (KMS) AI technologies

(text analysis, profiling, intelligent agents)

Intranet/Groupware platforms Workflow Document management management systems systems

Organizational memory rela ted pro vid theor Visualizatione ava etical ilab con systems CBT/ le ICT cepts bas learning is Group environments support Communication systems systems (e.g. email,

© 2002 CCWM FhG IPK Berlin, 40/42 videoconferencing)

Approaches towards Knowledge Management: Timeline 1987 - 2000

KM_Approaches_PH_021029.ppt

© 2002 CCWM FhG IPK Berlin, 41/42

Competence Center Knowledge Management at Fraunhofer IPK (Berlin)

Peter Heisig Head of Competence Center Knowledge Management at Fraunhofer IPK Pascalstrasse 8-9 D-10587 Berlin Telefon: +49 / 30 / 39006 - 171 E-mail: [email protected]

www.wissensmanagement.fhg.de

KM_Approaches_PH_021029.ppt