Knowledge Management
Definition
"The practice of maintaining and improving the effective, efficient, and convenient use of information and knowledge across the organization."
Organizations must:
- Create and maintain valuable knowledge
- Transfer and use knowledge across the organization
- Effectively use information to enable decision-making
The DIKW Model
The DIKW model describes a hierarchy: Data → Information → Knowledge → Wisdom. Each level builds on the previous one, adding context, experience, and judgement.
| Level | Description | Example |
|---|---|---|
| Data | Raw facts, no context | Server CPU: 95% |
| Information | Data in context, organized | Server X CPU has been above 90% for 3 hours |
| Knowledge | Information plus experience | When CPU stays above 90% for 3 hours on this server type, the application typically crashes within 30 minutes |
| Wisdom | Judgement, ability to make sound decisions | Proactively restart the application service before the crash occurs, then investigate the memory leak |
The boundaries between data, information, and knowledge are not always clear-cut in practice.
Key Terms
Absorptive capacity: "an organization's ability to recognize the value of new information, embed it into an existing knowledge system, apply it to achieving business outcomes, and eliminate obsolete or irrelevant information."
Knowledge asset: "an information resource that is important for the organization's operations and value co-creation."
Processes
Establishing and Maintaining the Knowledge Management Environment
- Identify knowledge management domains and key stakeholders
- Analyse organization's knowledge management requirements and capabilities
- Develop knowledge management approach and guidelines
- Communicate and embed the approach
- Review knowledge management application
Knowledge Routines Management
- Identify and analyse knowledge demand
- Identify and review knowledge routines and assets
- Develop and implement knowledge routines
- Fulfil knowledge routines
- Review knowledge routines and assets
Recommendations for Practice Success
- Identify and prioritize knowledge needs aligned with business objectives
- Promote a knowledge-sharing culture by rewarding contribution and removing barriers
- Develop a holistic knowledge management approach covering all types of knowledge
- Embed knowledge management in value streams
- Promote continual learning and development
- Utilize technology and tools effectively
- Measure and evaluate success
Key Metrics
| Metric | What it measures |
|---|---|
| Knowledge culture compliance | Adherence to knowledge sharing policies |
| Stakeholder satisfaction with KM culture | Perception of knowledge sharing environment |
| Organization-wide knowledge practice adoption | Breadth of KM implementation |
| Stakeholder satisfaction with informational support | Quality of knowledge available to practitioners |
| Information compliance (audit results) | Regulatory and policy adherence |
| Information quality | Accuracy, completeness, timeliness |
| Knowledge tool adoption and effectiveness | Usage and value of KM tools |
| User satisfaction with knowledge tools | Ease of finding and using knowledge |
Key Roles
- Knowledge manager: Coordinates knowledge management activities, maintains knowledge assets, and promotes knowledge-sharing culture
Software Tools
- Knowledge and document management tools
- Collaboration and communication tools
- Analysis and reporting tools
- Enterprise architecture management tools
- Learning Management System (LMS)
- Orchestration and integration platforms
- Social media tools
- Workflow and task management tools