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KM System Implementation – Background Knowledge

KM System Implementation – Background Knowledge. Jeff Best. Problem Statement. How does an IT department in steel producing firm design and implement a useful knowledge management system? Legacy systems Loss of knowledge through attrition Difficulties with implementations.

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KM System Implementation – Background Knowledge

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  1. KM System Implementation – Background Knowledge Jeff Best

  2. Problem Statement • How does an IT department in steel producing firm design and implement a useful knowledge management system? • Legacy systems • Loss of knowledge through attrition • Difficulties with implementations

  3. Trade Press Perspective • “Brain Drain” • 1/3 of firms seeing 20% of workforce ready to retire • Mentoring, Story-telling, Person-to-Person • Difficulties with implementations • Buy-in a must • Protectiveness of knowledge by individuals

  4. Vendor Perspective • Knowledge Centered Support • Capture knowledge in words of customer • Flexible and adaptive • CSF: top-down sponsorship & employee-level buy-in • Objectivity, Inc. • Object-Oriented Database Management Systems • What of switch from legacy systems?

  5. Coursework Perspective • Project Management – issues that cause projects to fail • OB – stakeholder analysis & change management • Systems Analysis – Achieving sponsorship from appropriate levels

  6. Academia Perspective • Relationship of Knowledge to Information & Data • Critical Success Factors • Taxonomy of KM implementation strategies • Nucor Steel Case Study

  7. Example: HP’s Knowledge Centered Support • Usefulness of KM System • Lowered costs • Improved efficiency • Time to focus on “tough” problems • Data-Information-Knowledge Continuum • User incidents are reported (data) • Reports are investigated & defined (info) • Solutions are developed, retained, and improved over time (knowledge)

  8. Example: HP’s Knowledge Centered Support • 5 Steps for Implementation • 1. Define the current situation, the envisioned future, and the means of bridging the gap • 2. Design and implement the system, with proper buy-in achieved from top-down support, with message of “Short-term pain, long term-gain”

  9. Example: HP’s Knowledge Centered Support • 5 Steps for Implementation • 3. Measure the use and effectiveness, and make adjustments where necessary • 4. Use successful KCS technicians as coaches to push for 100% use of the system • 5. Make use of saved time by focusing on difficult issues, then codify gained knowledge in the new system

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