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6 LESSONS  Knowledge and Knowled g e management  Strategic management and KM More about ISO 30401:2018E Knowledge management implementation Knowledge management tools and techniques T he theory behind Enabling knowledge sharing

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"Knowledge is a fluid mix of framed experience, values, contextual information, and expert insight that provides a framework for evaluating and incorporating new experiences and information. It originates and is applied in the minds of knowers. In organizations, it often becomes embedded not only in documents or repositories but also in organizational routines, processes, practices, and norms."  (Davenport and  Prusak , 2000: 5)

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“Knowledge is a collection of information combined with understanding and reasoning about why it is right. ...... Knowledge is the cognitive ability to generate insights based on information and data ...... Knowledge is generally acquired through experience or learning. "

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"Knowledge Management is the  explicit  and  systematic  management of  vital knowledge  - and its associated  processes  of creation, organisation, diffusion, use and exploitation - in pursuit of business objectives."  ( Skyrme , 2011b)

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Wisdom of making quality decisions Knowledge – understanding the value of information Data (raw) and information (processed)

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News Landing - Information Factory Information Factory

https://www.theifactory.com/news/gaining-wisdom-from-data/

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IT IS A FLUID Decis i on making by Carl Spetzler

Intuition Analytics & Discussion Software System 1 System 2 System 3

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”…sets requirements and provides guidelines for establishing, implementing, maintaining, reviewing and improving an effective management system for knowledge management in organizations. All the requirements of this document are applicable to any organization, regardless of its type or size, or the products and services it provides…”

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Complexity of Organisations & Knowledge  •  Organisations are complex adaptive systems – future oriented  •  Standards assume predictability and consistency – past oriented  •  It’s not possible to be prescriptive in KM, which is led by variable contextual needs

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• Not all aspects of organisational life are complex – some are well structured and predictable  • Even in complex adaptive systems, some practices become habituated and stabilise over time, and become normative

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1.  Nature of Knowledge : intangible and complex; created by people.  2.  Value : knowledge is a key source of value for organizations to meet their objectives.  3.  Focus : KM serves the organizational objectives, strategies and needs.  4.  Adaptive : there is no one knowledge management solution that fits all organizations within all contexts. KM adapts itself to particular needs.  5.  Shared understanding : For shared understanding, KM should include interactions between people, using content, processes and technologies.  6.  Environment : knowledge is not managed directly; KM focuses on managing the working environment, and nurturing the knowledge lifecycle.  7.  Culture : culture is critical to the effectiveness of KM.  8.  Iterative : KM should be phased, incorporating learning and feedback cycle.

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R ecent study “Human Capital Global Survey”

How does your organization define “Knowledge management”?   % Still define knowledge management as the simple documenting and disseminating of knowledge  55% Preserving knowledge: Maintaining knowledge for future access and use  44% Creating knowledge: developing new services, solutions, products, processes  43% Deriving value from knowledge: Tying knowledge to action  36%

https://www2.deloitte.com/us/ en /insights/focus/human-capital-trends/2020/knowledge-management- strategy.html

according to a global survey of 1,300 business and IT executives:

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Helping employees to easily find information they need to be efficient in their role Reduced time lost waiting for answers and answering the same questions, multiple times  Identification of lessons learned and reduced chance of repeating mistakes  Faster, higher quality decision-making and less uncertainty    More effective teamwork, less mistakes and duplication Better communication and preserved organizational knowledge More innovative thinking and greater customer satisfaction

KNOWLEDGE MANAGEMENT

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