Knowledge Management

Building Knowledge Capital
August 2006
Jeff Elpern

Overview

SQI views the support and development of a sophisticated product as a Knowledge Management (KM) endeavor. End users, support staff, field engineering and product planning are all direct consumers of a firm's Intellectual Capital generated by its KM practices.

KM itself is a sophisticated system requiring crisp language to describe its various aspects. Central terms/concepts to the KM process are:

Definition

Knowledge management refers to the ways organizations gather, manage, and use the knowledge that they acquire.

Notes

  1. Represention of a problem-solution is knowledge. (http://en.wikipedia.org/wiki/KnowLedge What is Knowledge section.)

  2. It states that in most of realistic cases, it is not possible to have an exhaustive understanding of an information domain, but that we have to live with the fact that our knowledge is always not complete, that is, partial. Most of real problems have to be solved by taking advantage of a partial understanding of the problem context and data. (http://en.wikipedia.org/wiki/KnowLedge Partial Knowledge section)

  3. Technical knowledge is always domains Specific, Partial and highly Tactical.
  4. Knowledge management (KM) may refer[1] to the ways organizations gather, manage, and use the knowledge that they acquire. (http://en.wikipedia.org/wiki/Knowledge_Management)

Notes 2

  1. Knowledge harvesting refers to a set of practices and technologies for gathering, extracting, recording and publishing; personal or group mental models, assumptions, experience, intuition, insights, heuristics, patterns, lore, rituals and beliefs.

Knowledge harvesting is conducted to prevent loss of critical competencies (due to resignation, retirement, accidents or transfer), to share & transfer key skills and understanding, to document and value core intellectual assets and to capture core expertise for decision making. Harvested knowledge may be disseminated using a decision support system, expert system software, question driven knowledge asset or stored in a corporate memory. It can also be referred to as knowledge elicitation or knowledge acquisition.<BR> (http://en.wikipedia.org/wiki/Tacit_knowledge)

  1. In economics, dispersed knowledge is information that is dispersed throughout the marketplace, and is not in the hands of any single agent. All agents in the market have imperfect knowledge; however, they all have an impressive indicator of everyone else's knowledge and intentions, and that is the price.

The price indicates information that the player does not know, and by deciding to buy, sell or abstain at that price it also gives the player a chance to bring his knowledge to bear and reflect itself within the price.
Most of the knowledge, however, is tacit knowledge and people usually are not fully aware of the knowledge that they are sharing via price signals, nor do they fully perceive the knowledge that they are in the act of using when they make a price decision.
(http://en.wikipedia.org/wiki/Dispersed_knowledge)

Note 3

Knowledge Management for a product is the harvesting of Problem-Solution sets from staff experts in a form (context) that can be transferred to users. Thus a user experiencing a problem can easily access the solution.



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