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Unlocking Knowledge Assets
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Author
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Susan Conway and Char Sligar
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Pages
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256
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Disk
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N/A
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Level
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All Levels
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Published
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02/27/2002
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ISBN
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9780735614635
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Price
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$39.99
To see this book's discounted price, select a reseller below.
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Index
A
A–B–G recommendations, 27
above the surface assets, 21
account manager, 1-2
Active Data Objects (ADO), 168
active knowledge distribution, 65
activity–behavior–goal (A–B–G) recommendation, 27
activity counter, 180
activity measures, 25-26, 29, 30, 70
activity sources, 42
ADO (Active Data Objects), 168
adoption, 70-71
advanced searches, 200-201
alignment of business and strategy, 46
Angstenberger, Knut, 9
architectural design, 161-62
archiving, 144
assets, 20
attribute–based searches, 200
author, 60
Author Tracker, 171
authority list, 117
automated document analysis, 117
B
behavior measures, 26-30
behavioral indicators, 26
behaviors/benefits, relationship between, 10
below the surface assets, 21
benefits, 7, 10
best practice KA, 139
Bontis, Nick, 100
Bosch, 9-10
bottom–up approach, 159
building a KM foundation, 153-74
architectural design, 161-62
change control, 162-63
components of KM solution, 153-54
data access methods, 168
data storage methods, 168-69
design/development stage, 160-69
desktop tools, 167
feedback loop, 162
implementation stage, 169-73
interface components, 165-67
building a KM foundation
maintenance stage, 173-74
management services components, 167
project stages, 156-58
questions to ask, 160
scalability, 163
strategy/requirements planning stages, 158-60
technology components/methods, 163-69
business culture, 37-51
align KM with, 46-48
cultural change, 38, 43-49
knowledge creation, 60
role of culture, 37-39
step 1 (define business strategy), 40-41
step 2 (identify desired culture), 41-42
step 3 (gap analysis), 43
step 4 (culture change), 43-49
step 5 (develop integrated KM plan), 50
step 6 (monitor results), 50
steps in assessment, 39
business processes, 47
business unit scorecard, 104
C
calling service, 213
capturing knowledge, 61-62
Carnegie, Andrew, 153
case studies
Bosch, 9-10
consulting group, 33-34
Nabisco, 10
R&D, 32-33
CDDG (Content Development and Delivery Group), 119
change control, 162-63
check–out/check–in, 193
classified collection of elements. See taxonomies
cluster analysis, 117
collaborative approach, 40
combining/reusing, 11
commitment, 49
communication, 48, 96
communities of practice, 13-14, 79-104
advertising, 95
communication, 96
community profile, 88-93
components, 86, 87
communities of practice
defined, 80
executive sponsor, 88
industry–focused/market–focused communities, 84-85
internal/external, 80
KAs, 136
leadership, 88, 97-99
managed/unmanaged, 80
measuring success, 100-104
mission statement, 89-90
objectives, 92-93
point system, 100
product/technology communities, 83
recruiting members, 95
rewards/recognition, 99-100
role/function communities, 84
roles/responsibilities, 90-91
SIGs, 85-86
SMEs, 97-98
structure, 81-86
sustaining, 95-104
vision/scope statement, 89
Web site, 93-95
community mirror, 104
community profile, 88-93
Community Report Card, 171
community repository, 139
community Web site, 93-95
consensus management organization, 38
consulting, 33-34, 40
Content Development and Delivery Group (CDDG), 119
content management, 191-94
content submission form, 192-93
content versioning, 193
CoPs. See communities of practice
corporate repository, 139, 140
correlation analysis, 188-89
cost of the solution, 67-68
countercultural changes, 44
Crandall, Mike, 105
creating a KM system. See building a KM foundation
creating knowledge, 59-61
cultural spectrum, 38
culture, 37. See also business culture
cycle of knowledge creation, 11
D
data access methods, 168
data management vocabulary, 109
data mining, 106
data storage methods, 168-69
database clustering technologies, 117
descriptive taxonomy, 107
design/development stage, 160-69
desktop tools, 167
Digital Dashboard, 165
direct upfront costs, 68
distinct contributors (submitters), 102
distinct downloaders, 102
distinct site views, 103
distributed knowledge, 64-65
dumbed down, 70
E
editors, 60
education, 48
80/20 rule, 183
employee poll, 50
empowerment, 29
engaging workers in KM, 13-14
enthusiasm, 71
entity relationship diagram (ERD), 119
evangelization of KM, 48
Exchange 2000 Server, 165
execute service, 213
executive sponsor, 88
executive sponsorship, 71-72
expert finding service, 207-11, 213
external CoPs, 80
F
feedback loop, 162
feedback supports analysis, 187-88
field surveys, 49
financial value analysis, 187-89
flat list, 117
flexibility, 74
flow of knowledge, 127-29. See also knowledge assets
focus groups, 48-49
free–text searches, 199
function–based communities, 84
functions, 59-65. See also implementation framework
future of knowledge management, 219
G
gap analysis, 43, 131, 201
Gates, Bill, 4
Gems, 203
global submissions, 102
goal statement, 24
grassroots approach, 159
H
human capital, 21-22
Huxley, Thomas Henry, 175
I
implementation framework, 57-77
capturing knowledge, 61-62
creating knowledge, 59-61
organizing knowledge, 62-63
readiness for implementation, 66
risks, 66-76. See also risks
sharing/distributing knowledge, 63-65
using/reusing knowledge, 65
implementation stage, 169-73
indexing, 62
indirect upfront costs, 68
individual member submission/reuse metrics, 101
industry–focused communities, 84-85
inertia, 45
inflexibility, 74
information needs assessment, 110, 116
intangible assets, 20-22
intellectual property (IP), 125
interface components, 165-67
invoke service, 213
IP, 125
J
Jordan, Michael, 79
K
KA submissions, 129-31
KAs. See knowledge assets
KB (Knowledge Base), 127
KI (knowledge index), 132-36
KM (knowledge management), 1
KM activities and behaviors, 177-87
KM adoption, 70-71
KM education, 48
KM environment, 154
KM Repository Knowledge Index, 135-36
KM solution. See building a KM foundation
KM spectrum, 162
KM system. See knowledge management system
KM tools, 72-73
KM Value Assessment (KVA) framework, 23, 176
KM value correlations, 177
knowledge, 3
knowledge assets, 125-47
archiving, 144-43
content from CoPs, 136
content from Web sites, 136-37
defined, 125
existing resources, 131
exposing, to others, 144-46
flow of knowledge, 127-29
gap analysis, 131
knowledge development, 127
knowledge index, 132-36
needs assessment, 131
repository, 138-40, 175, 189-94
review process, 142-43
role of, 126-27
submissions, 129-31
types of, 139
updating content, 138
validation, 139-43
Knowledge Base (KB), 127
knowledge broker program, 100
knowledge capture, 61-62. See also knowledge assets
Knowledge–Creating Company, The (Nonaka/Takeuchi), 11
knowledge creation, 59-61
knowledge cycle, 2, 54
activity sources, 42
implementation framework, 58
knowledge assets, 126
knowledge generation, 12
technology focus, 150
knowledge distribution, 64-65
knowledge Gems, 203
knowledge index (KI), 132-36
knowledge management (KM), 1
knowledge management system
components, 79
engaging workers in KM, 13-14
knowledge management system
features, 17
focal points, 217-18
functions, 59-65
future of, 219
goals, 1
how the system works, 14-17
linking the enterprise, 211-14
reusing knowledge, 6
risks, 66-76. See also risks
ROI, 153
technology, 149-52
value to enterprise, 9-11
Knowledge Network Group, 116, 119
knowledge sharing, 63-64
knowledge sources, 6
KVA framework, 23, 176
L
L'Amour, Louis, 215
Le Carré, John, 53
leadership, 88, 97-99
library approach, 40
library function, 154
life cycle of reused knowledge, 6-7
linking the enterprise, 211-14
locating service, 213
M
maintenance stage, 173-74
management services components, 167
manual expert determination, 208-9
market–focused communities, 84-85
Maslow, Abraham, 149
MCS KM, 151-52, 163-69, 203-4
MCS KM System Technical Community Home Page, 182
measurement, 48, 175-95
A–B–G recommendations, 27
activity measures, 25-26, 29, 30, 69
behavior measures, 26-30
business unit scorecard, 104
categories of KM metrics, 177
component usage, 181
content downloads, 183
content submissions, 182-83
CoPs, 100-104
correlation analysis, 188-89
exchange of KAs, 182-86
measurement
feedback supports analysis, 187-88
financial value analysis, 187-89
goals of, 35
knowledge–seeking activity, 185-86
limitations/risks, 69-70
motivation/empowerment, 29
performance baseline, 176
persistent conversations, 186
search results/requests, 185-86
system/repository measures, 189-91
taxonomies, 123
triggers, 178
vitality reports, 102-3
Web site usage, 180-81
what should be measured, 31-32
measurement chain, 30-31
measures of activity, 69
measures of impact, 70
metadata, 106
metadata tags, 116
Microsoft
Gems, 203
information environment, 62
KM initiative, 73, 151-52
knowledge development, 127
knowledge index, 135-36
MCS KM, 151-52, 163-69, 203-4
multitiered knowledge environment, 16
repository approach, 40
storage, 15
taxonomy, 116, 119, 121
validated KAs, 141
Microsoft Content Management Server (MSCMS), 165, 166, 168
Microsoft Solutions Framework, 75
military, 38
mission statement, 89-90
motivation, 29, 45
MSCMS (Microsoft Content Management Server), 165, 166, 168
N
Nabisco, 10
navigational taxonomy, 108-9, 113-14
.NET, 211-14
Netscan, 170-72, 210
Nonaka, Ikujiro, 11
notification, 206
O
online community setting, 153-54
operating costs, 68
organizational competence, 68-69
organizational culture. See business culture
organizational decisions, 146-47
P
passive knowledge distribution, 65
people infrastructure, 47
performance baseline, 176
performance goals, 24
persistent conversations, 186
personal discovery, 11
Personas, 204-5
point system, 100, 129-30
problem report logs, 116
processes, 154
product communities, 83
Product Support Service (PSS), 127
programmatic expert determination, 209
project management. See building a KM foundation
project stages, 156-58
PSS (Product Support Service), 127
public repository, 139, 140
publishing service, 213
Q
query logs, 115
query term expansion, 107
R
R&D, 32-33
raw KA, 139
repository, 138-40, 175, 189-94. See also knowledge assets
researching, 11
resilience, 49
resistance, 49
resistance to change, 48, 49
return on investment (ROI), 153
reusing knowledge, 6
review process, 142-43
rewards/recognition, 99-100, 129-30
risks, 66-76
cost of the solution, 67-68
culture change, 73
executive sponsorship, 71-72
risks
inflexibility, 74
KM adoption, 70-71
KM tools, 72-73
managing, 75-76
organizational competencies, 68-69
proving success, 69-70
solution delivery process, 75
twofold nature of, 67
ROI (return on investment), 153
role–based community, 84
Ryan, Michael E., 197
S
scalability, 163
scope statement, 89
search engine, 198
searching, 197-214
advanced searches, 200-201
expert finding services, 207-11, 213
free–text searches, 199
optimal results, 203
personalization, 204-5
subscription/notification services, 206
successful, 197-98
taxonomy–based searches, 200
visual navigation, 201-2
semantic network. See taxonomies
Senge, Peter, 37
shared understanding, 11
SharePoint Portal Server, 4, 17, 93, 112, 166, 168
SharePoint Team Services, 14
sharing knowledge, 63-64
SIGs (special interest groups), 85-86
Simon, Neil, 57
SME (subject matter expert), 97
SOAP, 212
sociogram, 171
solution delivery process, 75
solution roadmap, 156. See also building a KM foundation
SOP manual, 8
special interest groups (SIGs), 85-86
sponsorship, 71-72
SQL Server 2000, 168-69
SQL Server 2000 Analysis Services, 117
stages of knowledge evolution, 11
standard operating procedure (SOP) manuals, 8
storage systems, 167
strategy points, 155-56
strategy/requirements planning stages, 158-60
structured navigation, 201
subcultures, 38
subject matter expert (SME), 97
submission form, 192-93
submitters, 102
subscription notification, 206
subscription services, 206
T
tacit knowledge, 13
tag audit, 116
tagging, 61, 62
Takeuchi, Hirotaka, 11
tangible assets, 20
taxonomies, 62-63, 105-24
authority/support, 120-21
benefits/uses, 122-23
building, 115-17
by–products, 122
centralization/decentralization, 120
change control, 120-21, 194-95
checkpoints, 124
content, 109-12, 116-17
content management, 119-21, 194-95
data management vocabulary, 109
defined, 106
descriptive, 107
document tagging, 122
employee information, 112-14
existing resources, 115
identify experts, 114
information–seeking behavior, 111
knowledge workers, 112-14
localization, 122
management software, 118-19
measuring success, 123
navigational, 108-9, 113-14
obtaining the information, 115-17
ongoing maintenance, 121
search engine enhancements, 113
storage, 118
strategies/tips, 121-22
structure, 117-18
taxonomy–based searches, 200
taxonomy management software, 118-19
TCA (team collaboration application), 14-15
team collaboration application (TCA), 14-15
teaming applications, 3
teams. See communities of practice
technology, 149-52
technology communities, 83
template, 6
thinking work, 4
threaded conversation, 169, 186
three–tier KM architecture, 161-62
top–down strategy, 158
tracking. See measurement
triggers, 178
U
UDDI, 212
UI, 165
upfront costs, 68
V
validated KA, 139-43, 203
value to enterprise, 7, 9-11
"Valuing Knowledge Management Behaviors," 59
versioning, 193
vignettes. See case studies
virtual environment, 153-54
vision/scope statement, 89
visual mapping techniques, 202
visual navigation, 201-2
vitality reports, 102-3
W
Web services, 212-14
Web site reporting, 103
Welch, Jack, Jr., 5
Wilson, Woodrow, 125
X
XML, 212
Last Updated: February 5, 2002
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