Information Technology:

The Vital Enabler of

Knowledge Management
Systems
Salwana Ali
Manager
Microsoft Knowledge Capital Centre Sdn Bhd
January 16th, 2001
Overview

■ Knowledge Management
Concepts
■ Challenges and Benefits of
Knowledge Management
■ Information Technology enables
Knowledge Management
-References
Market Values Ideas
$4,364 M
$3,623 M $3,812 M

-$24 M

Book Value Market Capitalization

Barnes & Noble
$3,067 M
$2,765 M

$1,682 M

$85 M

Revenues Market Capitalization

Knowledge And
Ideas Matter
The productivity of knowledge and
knowledge workers will not be the only
competitive factor in the world economy.
It is, however, likely to become the
decisive factor, at least for industries in
the developed countries.
Peter Drucker
Harvard Business Review
September - October, 1997
Knowledge Economy
Category Growth Category Growth
Traditional 0.9% Knowledge 12.5%
Economy Economy
Motor 0.3% Telephone 0.3%
Vehicles Services
Food 0.6% Entertainment/ 0.6%
Recreation
Major 1.1% Cable TV 1.1%
Appliances
Clothing 2.3% Financial 2.3%
Services
Home 18.1%
Computers
 Success in a Knowledge Economy

Knowledge Effective
Common Infrastructure

People
People
Management organizations

Business Operational
Proces
Process
excellence
Operations
s

Successful
Commerce
Customers
and
relationships
Partners
Why Manage Knowledge
■ Rise of the Knowledge Worker
■ Entrepreneurship and Speed of
Change
■ Decreasing Reengineering Returns
■ Technology Creates Globalization and
Enables Change
Rating Your Company’s KM

How good is your corporate memory?

Do managers have the same info you
do?
Can you easily find all info on a
customer?
Can you easily capture customer
feedback?
Does customer feedback drive
development?
Can everyone rally to respond to a
crisis?
Knowledge Management Is
Derived From Asset Management
Traditional Assets Knowledge Assets
Facilities, Equipment & Capital People & Information

We Know How To: We Need To

• Create new assets Understand:
• Measure asset return • How knowledge assets
are created
• Retire old, devalued
assets • How to value a
knowledge asset
• Knowledge asset lifecycle
Knowledge Management Requires
Many Connections To Deliver
Value

Gov’t Email
Agencies
External
Sources
Partners

Colleagues Documents
Business
Systems

Customers

Voice Mail
Suppliers Multimedia
The Three Types Of Knowledge
Search and delivery

Tacit knowledge Explicit knowledge Potential knowledge

People People People

Collaboration Content Mgmt. Analysis

People Information Data

Tracking
Knowledge Services
Search and delivery
Tacit knowledge Explicit knowledge Potential knowledge

People People People

CollaborationContent Mgmt. Analysis

People Information Data

Tracking
Elements of Knowledge
Management Solutions
Organization Processes Technology
How to: How to:
Platform

Share Knowledge Change Knowledge

Operations Architecture
Reward re-use
Identify Integration
Change Culture
Knowledge Application of
Capture, Structure Taxonomy
& Re-use it
Organizational Dynamics
Overcoming Cultural Barriers
Organization
Barriers
Knowledge is power
Fear of innovation
Enablers
Process Intangibles
Executive sponsorship
Tangibles
Familiar technology
Rewards, recognition
Platform Focus on teams, not individuals

Deploy
Business Processes
Organization ■ Benefits not ROI based
■ Product design and
development
Process ■ Customer and issue
management
■ Business planning
Platform ■ Employee development

Integration across scenarios

Deploy
Product Design
Organization
Product Design
■ Challenges
■ Tracking all feedback
■ Design
Process ■ Benefits
■ Reduced cycle times
■ Cross team collaboration
Platform ■ Alignment with customer
needs = higher success rates
■ Core Technology Needs
■ Collaboration, document
Deploy management, analysis,
desktop
Customer Management
Customer Management
Organization
Challenges
Volume of information
Consistency of information
Process Providing broad access
Benefits
Product, service feedback
Platform Better targeted programs
Customer infused throughout org
Core Technology Needs
Deploy Tracking, collaboration,
document management, desktop
Business Planning
Business Planning
Organization Challenges
Reacting to crisis
Anticipating trends
Process Understanding competitors
Benefits
Speed of information delivery
Platform Acting on complete information
“What if?” modeling
Core Technology Needs
Analysis, document management,
Deploy
search
Employee Development
Employee Development
Organization Challenges
Shifting competency needs
Big performance deltas
Process Benefits
JIT training
Everybody a top performer
Team assembly
Platform
Core Technology Needs
Collaboration
Document management
Deploy
Tracking
Platform Vision
Organization

Process Connecting the right

people and the right
information
Platform through extensions
to familiar
business tools
Deploy
Digital Dashboard
One point of interaction

Exchange SQL Business

Collaboration Intelligence
Partner
Services and
Solutions
Document Mobility with
Management Synch and
And Search Offline
US Air Force
MTL-NET Dashboard