“The greatest enemy of knowledge is not ignorance; it is an illusion of knowledge.”
– Daniel J. Boorstinerror
Knowledge helps organizations boost it’s staff productivity or improve it’s product and service quality. It is a boon for companies.
What kind of knowledge management process are you applying for your organization?
The right knowledge management strategy ensures that there is no illusion of knowledge within your organization. You will also have a content management database for reference.
Table of Content
- What are Basic Operations of Knowledge Management (KM)
- What are the Core Components of KM
- What are the Benefits of KM
- What are the Challenges in Knowledge Management Processes
- Top 4 Knowledge Management Life Cycle Models
What are Basic Operations of Knowledge Management (KM)
Skandia, an international financial service and insurance group, initiated the first Chief Knowledge Officer (CKO) position. Seeing this, other companies began to realize the importance of treating knowledge management (KM) practice as their organizational structure’s main base.
Ikujiro Nonaka and Hirotaka Takeuchi, professors of management practice, initiated the best practices of knowledge management systems. These practices became the norm.
They formed academic research on the SECI model of knowledge management. The purpose was to deal with knowledge creation, knowledge storage, or knowledge transfer. The results helped decide the right knowledge management strategy for the organization.
The knowledge management system follows a similar process globally to make the right business decisions. Organizations nowadays take the following considerations into account when creating a knowledge base for their employees:
- Navigation support using multiple searches and improved decision-making capabilities
- Internal communication and collaboration
- Performing accurate analytics and optimization, most commonly referred to as Lessons Learned terminology.
A knowledge management strategy helps an organization manage information, data, and knowledge for the company’s benefit. Having a clear and effective knowledge management strategy increases internal awareness and understanding of knowledge management processes.
The primary emphasis for accessing knowledge is to boost business growth and foster the right environment for knowledge acquisition, implementing best practices, policies, and improving human capital.
This step is critical and requires special attention. The data accuracy needs to be perfect because it will impact the knowledge management strategy. Ensure that your supervising ability is ideal for verifying the information source.
Content management is the collecting, managing, and publishing of information. It can be of any form or medium.
As per the knowledge management systems, specific data collection points are available for staff members to enhance business efficiency. For example, you might be compiling the daily attendance reports through a biometrics attendance machine, and the sales report might be in the form of physical receipts.
Just collecting the data is not enough, and you also require to arrange the data in a systematic order, meaning it is easy to understand or use. You can divide the data as per the category of the information (sales data in a separate file, staff details in another, purchase reports in another) or your organization’s knowledge management process.
You might even use various techniques like normalization in your knowledge management systems to ensure that all the data is categorically in the correct place. In this way, you can easily arrange and relate data to the projects. Once this step is complete, raw data turns into information.
In this step, you summarize the whole information to show its fundamental essence. It is easy to understand lengthy data points when representing them it in a tabular or graphical format and to store knowledge properly.
For summarizing, there are many tools available, like software packages, charts, and various techniques.
In this step of your knowledge management systems, you need to analyze the information and find any relationships, redundancies, or patterns present in the data available.
For this step, experience and expertise are essential. Hence, it’s best to assign an expert team for analyzing and creating different reports with their analysis process.
Your knowledge base must transform information into explicit knowledge quickly. To derive different concepts from the data, you can combine the analysis reports.
It is also possible to apply one entity’s pattern to explain another and thus obtain a knowledge element that you can use across the organization’s resources. It will help you improve your KM systems and organizational learning strategy.
The organizational knowledge base then stores this tacit knowledge whenever you want to use it in the future. More often than not, the knowledge base is software that you can access from anywhere and any mobile device. As long as you have an internet connection, you will be able to access the knowledge database without any problems.
At this stage, you can use the knowledge to make crucial decisions, which are essential for your company. Not just that, knowledge stored in the database will help you with running the day-to-day business and management efficiently.
For example, suppose you are calculating an estimate for a specific type of project resources. In that case, you can easily make use of the data that you have, which is related to previous calculations support—estimating a specific type of a project or a task.
It helps you speed up the learning procedure and transfer knowledge quickly, which is the estimation process in this case. It also gives a higher percentage of accuracy to the results by using previous results and minimizing the chances. Thus, the organizational KM strategy adds a lot of value and helps your company save time and money if you look at it longer.
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What are the Core Components of KM
Knowledge Management includes the four essential components: people, process, knowledge content/IT, and strategy. No matter what industry you work for, the size it has, or the knowledge requirements your organization possesses, you require people that can lead, sponsor, and support knowledge sharing for you as well as your projects.
Are you aware of the phrase for a “golden triangle” – “people, process, and technology?” Many organizational leaders have used this concept since the early 1990s to guide initiatives and lead to organizational change.
According to the journal of knowledge management from New York, your decision-making initiative typically fails if you concentrate only on a single factor. Based on their research, it has been found that order is an essential aspect as you must have the right individual in front of you before proceeding into learning processes and technology.
To initiate a Knowledge Management practice program, two categories of people come into action:
- Senior Authority: To avail sponsorship and broader organizational knowledge management strategy
- Cross-functional stakeholders: For implementation guidance and need to consult with your colleagues in HR, IT, and process improvements to a great extent.
To select cross-functional stakeholders, consult with your colleagues in HR, IT, and process improvements to a great extent.
The organization that possesses the KM system handles the knowledge flow, just like water supply. If anyone needs the data, they can just open the tap and grab it quickly. Only the KM teams are aware of the active procedure or the flow the learning organization needs. This team incorporates knowledge review into definite job roles and responsibilities or collects knowledge at various stages.
The key responsibility is to identify bottlenecks, flow rerouting, and calculate required inputs and outputs. But the end-user is entirely unaware of the knowledge capture process that runs behind the scene of knowledge management systems.
Content is a magnificent form of documented knowledge that can efficiently assess the best practices of knowledge management systems to share off-the-cuff tips amongst workers working in the same organization.
Content is typically kept separate from IT because of the infrastructures’ role to enable an individual to create this stuff, put it somewhere, and access and reuse it.
If the organization does not have support for knowledge sharing systems, people will make appropriate use of content—but they’ll put it in places where the other staff cannot find it easily. It can also re-make things that others have already created, and most dangerously, reuse the same content that’s out of date or incorrect.
An impressive KM program consists of workflows to create and access content, various techniques to organize content, and using technology tools to connect people to content.
Business strategy plays a significant role in the knowledge management systems for any organization. If the proper and responsive decision-making approach is not available, you are nothing even if you possess the best technology tools and a super-smart KM team.
There is an excellent saying by Kenichi Ohmae, “Rowing harder doesn’t help if the boat is headed in the wrong direction.”
It means that a solid business case is a must that can easily demonstrate a deep understanding of your organization’s knowledge needs. The business case should outline:
- The Value proposition for KM
- The Tools, approaches, and roles
- An attractive budget
- The expecting impact of KM (ROI)
So, the core components enhance your business strength if fulfilled clearly. Now let us highlight the benefits that KM uses to reach your business state to the next level.
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What are the Benefits of Knowledge Management?
For any business running in any sector, Knowledge sharing practice is just the perfect solution if applied correctly. A notable knowledge management system is sure to make it easy to search and reuse pertinent resources and information across your organization.
Appropriate document management, data mining, interactive blog posts together make up a perfect knowledge management solution. It also includes community interaction through impressive forums in their enterprise portals.
To enhance your business support, it becomes of primary importance to understand the maximum benefits your organization can grab using the special knowledge management systems to a great extent. its best practices to follow
Best services that improve your business strategies:
Team Boosting and Employee Alignment
By adapting content management, the team members or resources must be in perfect communication and collaboration with other members to enhance their business growth, communities of practice, and knowledge sharing.
It leads to easy work for resources’ to remain on the same page to complete the pending or running tasks smoothly and helps to minimize the redundancies to a great extent.
With help of the knowledge management process, it becomes quite helpful to the employees to know of their decision-making efforts to enhance the business growth to reach the goals.
As per the recent survey of TinyPulse, this makes an employee spend more time working with the assigned duties to recognize the business’s effectiveness and have more commitment towards success for their business.
Once knowledge of document management is applied correctly, all your company members will continue to work toward a common objective for impressive outcomes.
Enhance Team Productivity
TSIA survey in 2019 said that approx 72% of the organization believed in improvising their knowledge management practice for business productivity. Of this 72%, 44% were from non-technical support, 15% from customer success, and 13% from professional services.
By making an appropriate usage of the knowledge management processes, the employees can:
- Quickly access the document management covering the best practices to follow and instruction steps to deal with specific tasks, communities of practice, and other resource factors.
- Make the team collaboration and communication efficient amongst the members in real-time situations.
- Use apt tools and technology with CloudTutorial to reach their primary goals.
More chances that your team expert can get run out of scope, which leads to losing sight of where they were working and not applying knowledge management practice in your organization.
So, when you include knowledge management in your business plan, it becomes a perfect roadmap for the employees to provide complete awareness and insight from the lessons learned of the varied tasks and functions from previous projects to perform in the upcoming future.
Retain Knowledge Within Your Organization
When a senior employee or a valued person resigns, finding a new employee who takes care of the same role and responsibilities becomes quite challenging. The key reason is that they have quite good and impressive support experience dealing with the task or activity area.
Employee loss creates a significant gap in the organization’s workflow and productivity. And hiring a new employee is quite tedious to reach the former employee’s productivity for at least a year—and maybe more.
How to overcome such issues?
- Effective KM offers knowledge transfer or knowledge storage functionality to minimize the damage and fill the workflow gaps affecting your business when an employee leaves.
- KM also makes employee onboarding easy.
- KM allows the employees to quickly grab the advantage to know the next recurring steps to follow.
Finally, it can be more tedious to capture the proper tacit knowledge; it can easily document it “in action.”
All the previous employees’ interactive data, including video demos, impressive portfolios, and other knowledge-based activities, possess tacit knowledge to be taken into consideration.
Offering Added Value and Enhancing Customer Experience
The customers can avail the benefit of knowledge management in two ways. The creation and delivery of the articles specifically for self-service purposes work typically as customer-facing knowledge.
It helps them navigate to any of the service or product pages without any team member’s assistance to improve customers and enhance business growth. KM handles customer inquiries and makes it easy for the customer to grab any knowledge about their queries.
It leads to spreading happiness among the customers by spending less friction during these engagements within the organization. These two benefits usually help the employee in the following ways as mentioned below:
- As the customers can quickly resolve any smaller topics on their own, thereby leading to fewer supporting tickets for the same.
- They usually have additional time and energy to invest in solving complex problems requiring a more practical approach on their end.
Only your customers who ultimately finalize it to grab benefits from your knowledge management efforts for any such cases are the real contributors.
Continual Growth Based on Knowledge
Nowadays, almost all organizations focus primarily on gaining business growth in delivering the best product or service to their leading clients in this competitive world. So, it becomes apparent that your business should be more prioritized on knowledge support, thereby enhancing your team members to opt for better results.
What are the Challenges in Knowledge Management Processes
When talking about a knowledge management system, it’s essential to understand its critical steps during operations.
- Knowledge Discovery & Detection
- Knowledge Organization & Assessment
- Knowledge Sharing
- Knowledge Reuse
- Knowledge Creation
- Knowledge Acquisition
Now, let us highlight the main challenges that any business faces when knowledge management comes into action.
Your data is essential to your organization, and it needs an ample amount of security to ensure confidentiality. It helps your customers build their trust in your brand and stay loyal to you without any fear of leaking data that occurs by mistake.
Using knowledge management procedures and tools, your data is safe and secure and helps you create a higher brand value, keep your data safe, and ensure that customers stay loyal to your business process.
Improving Organizational Culture
Office politics is a common thing that hinders growth and productivity in many corporations. It leads to hoarding of data, and the flow of knowledge sharing breaks too within the organization. Managers often face this type of resistance in their teams or resources when setting up better knowledge management operations.
To prevent this from happening, managers want to develop a culture of learning, growth, knowledge sharing, and changing to better the organization. If a team can quickly adapt to a change, then they will be able to adjust to new activities and tools too.
Accuracy and Reliability
Ensuring tools and information are up-to-date and accurate is a significant challenge when maintaining a knowledge repository. If a crucial data point is inaccurate, it will be problematic for everyone to access the tools for sharing knowledge.
To ensure accuracy, you will need to keep a check on the knowledge base articles, and as the number of data increases, you might even require a person to keep a check on the same full-time. However, in the initial steps, you can set up regular reminders and tools to ensure that everything is in place.
Staying Ahead with Management Technology
No matter what tools or technologies you use, you should expect regular updates or new versions. However, it might be challenging to keep up with all the support tools and constant new updates. However, you need to remember that updates usually come in when there is something better in store. These tools will help you achieve more and do things better than you were doing before.
Now that you know the type of challenges you might face as a manager or owner of an organization, you should also understand the life cycle of knowledge management systems.
Enhancing People Motivation
The core challenges they face are getting all the workers working in the same department to run them on the same track for any organization. It becomes quite tedious for individuals to calculate a measurement to handle the operation to store and share the data.
Usually, people, especially developers, find it quite cumbersome to handle the application building’s complete coding structure. They demand to share the code with other employees to enhance team motivation and efficiency of the project.
It works well if we apply for proper training on knowledge strategy, creation, knowledge transfer, maintenance, reporting, and changes between the users.
Calculating Knowledge Contribution
Knowledge is a vital asset in everyone’s life. It entirely depends on the human relationship and expertise level that how you apply knowledge. Sometimes, it becomes quite challenging to match the expectation of one person with another.In other words, a co-worker should impart his or her knowledge with other workers of the team as needed. Here, the motive is to share the greater purpose instead of just waiting for the probable consequences.
For any organization, knowledge sharing must be kept open for all the employees. In simple words, one employee must contribute its knowledge to other workers with a primary aim to share the purpose rather than waiting for the outcomes.
So, these were the challenges that occur during the development of the knowledge management processes.
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Top 4 Knowledge Management Life Cycle Models
Knowledge Management practice Lifecycle is nothing but a procedure that transforms the information into specific knowledge.
Take a look at these four models in-depth to understand the basic knowledge management processes and the best practices to follow.
Wiig Model (1993)
His knowledgement management cycle addresses the approach that an individual or organization personnel takes for building knowledge repositories or databases. The KM practice model addresses the firm as a whole and includes business areas in almost all organizations.
According to the Wiig model, three conditions should be available in an organization to do business successfully. They are as follows:
- They have a business (service or commodity) and customers.
- They have specific sets of resources (people, budget, facilities).
- They have the strength to act.
This knowledge manager model states and relies on the fact that it should adequately organize by using the right tools if you want the information to be useful.
However, the knowledge management process flow also outlines how to build, store, pool, and then extend the data as knowledge. There are four major phases in the KM model, namely, produce, hold, collect, and apply knowledge. Let’s take a look at them in detail below:
- Building knowledge
- Holding knowledge
- Pooling knowledge
- Applying knowledge
Karl Wiig proposed his KM model in 1993, and some of the critical elements that he suggested were:
- Connectedness: Describes the relations between various knowledge objects
- Completeness: Describes the amount of relevant data, information, or knowledge available from a particularly given source.
- Congruency: Judge the congruence of knowledge management tools based on all the facts, concepts, perspectives, values, judgments, and connections.
- Perspective and purpose: Organize most of your knowledge by applying the dual dimensions of perspective and sense.
Zack Model (1996)
The Zack model derives from working on the design and development stages of knowledge management. The major developmental phase of a knowledge repository in the knowledge management process requires analysis and then mapping to a KM model’s steps.
In the Zack model, the phases are somewhat similar to the Wiig model. The main stages or locations of the Zack KM model are acquisition, refinement, storage/retrieval, distribution, and presentation.
Acquisition of Data
Determines the quality and accuracy of the information on hand.
The data includes various knowledge objects such as where does the firm acquire materials from and what are the specifications for the materials such as scope, sizing details, credibility, accuracy, a timeline of the information, relevancy to the other knowledge objects, cost, source, exclusivity, and additional details.
For example, let us imagine running a cloth manufacturing factory and buying raw cotton for making these clothes. You might be having many vendors for natural cotton, and each one of them gives you a different specification and quotation for the same amount of cotton. Even the quality, type, and delivery dates match each vendor, yet the reference is different.
Moreover, in the acquisition stage, the Zack knowledge management model’s guiding principle is “Garbage In, Garbage Out.” It means that people should get the proper training and information technology (IT) support to understand the process and get it right.
It helps ensure that any data mining they put into the information system is correct and relevant for you to get the results that you desire from this model.
After acquiring information, you need to store it but keep in mind that not all information is stored. You should convert the data into various knowledge packets so that storing the data becomes more comfortable.
The knowledge retention type that you use depends on based on the requirements of your organization. For example, Physical improvement applies when you migrate from one medium/location/software to another.
On the other hand, you should apply logical refinement when restructuring the information into preset formats. Your company can also use this step when indexing and integrating any data into a more extensive data group.
Cleaning is applied when you are getting rid of redundant information or duplication. You may even utilize it for removing unnecessary parts of the entire package of details.
Standardization is another type of refinement that will help you in tailoring all information into predefined templates. It will help you make it easy to compare and improve the usability of the data.
Storage and Retrieval
Although knowledge management software is replacing traditional storing information methods, many enterprises even store their files, folders, and other printed or written information forms.
You can utilize this information during the stages of product creation. For example, data necessary for recipe and label creation, packaging, and other activities.
In this stage of Zack’s knowledge management process, you need to define the various recipients of the information and the mode in which they will receive this information. The methods can vary from mails, prints and any other type. You will need to specify the timing and frequency at which they will receive the information and the form and language of the data.
Presentation is the final step, and after this, the information is nothing but knowledge.
The presentation overview of the information in the knowledge management procedure depends on the complexities of your organization. You will need to consider the recipients too for this stage. Each recipient has a particular need for the different parts of knowledge that they will receive. By tailoring and packaging experience for each group of recipients, you will see an increase in your business productivity.
The final users of the knowledge generate feedback. It will help you continuously improve your knowledge sharing behavior and data repository by adding new elements and knowledge, removing redundant and irrelevant info.
The Meyer and Zack knowledge management model is one of the best models covering the entire organization and gives a complete picture of a robust KM practice model’s competency element.
However, if you have a vision for the cycle to work as intended, there are some knowledge prerequisites that you will need to provide:
- Front end: rules on how one can identify source information, acquire the same, refine it and add it to the repository properly
- Final stage: rules and information about copyrights, confidentiality, attribution to help understand how knowledge sharing is to take place for distribution and usage.
In the refinery model for managing knowledge repository or database, your organization will need the support of:
- Core supervising capabilities in Information Technology
- Internal information about the business or the company
- External knowledge about the current trends and market status
- The organization’s document management and organizational systems
The strength of this KM practice cycle lies in the refinery and renewal of info.
Bukowitz and William Model (2000)
This knowledge management model builds upon the previous two. It expands the definition of knowledge sharing and storage to include the infrastructure to support the organizational learning communities. Various knowledge types are recognized in this framework and include databases, communication infrastructure, technologies, organizational skills, and other knowledge.
This model emphasizes the need to build the repository and maintain it. The various phases in this knowledge-sharing management model are: get, use, learn, and contribute.
- Get Stage: You need specific information for making decisions, solving problems, and creating new products or services.
- Use Stage: You need to combine the features in various ways. The data could be an individual or group in a way that is easy to use in the future. The knowledge will be useful for the innovations or renovations of various operations in your organization’s KM processes.
- Learn Stage: In a business environment, whenever you extract or share knowledge, new knowledge is automatically generated. It does not matter whether the venture is successful or a failure. By doing this, you and your firm get multiple benefits. It will ensure that the same mistakes do not get repeated when working on another similar project.
- Contribute stage: Employees are like the cogs in a wheel. Hence, your knowledge management procedure must include contributions from the employees as well. In the Bukowitz and William knowledge management procedure, the employees continuously date the database and the knowledge repositories.
McElroy Model (2003)
McElroy, through his knowledge management processes, shows concern with knowledge production and integration. By doing so, he is building upon the process focus of the Bukowitz and William knowledge management model. It helps create different ways for your employees or the resources to submit claims when they don’t receive or fail to understand knowledge.
It is an effort to improve group organizational learning and contribution by the teams. The phases in the McElroy model are learning, validation, acquisition, integration, and completion.
The following are the list of points that need to consider before creating a knowledge management strategy:
- Enhance cross-discipline awareness about KM practice.
- The Business case should be informative and can,for example, identify potential benefits.
- Acquire senior management devotion for leadership
- Communicate good KM practice
You will come across multiple knowledge management examples that help you grab the smooth-running KM strategy in your organization to enhance business performance.
The knowledge Management Cycle (KMC) includes:
Knowledge management is the platform that quickly identifies, organizes, and even shares its knowledge. The Knowledge Management process typically covers two critical types of knowledge.
- Explicit knowledge: Knowledge that is easily articulated and understood, and transferred to others.
- Tacit knowledge: Knowledge that is difficult to neatly vivid, package, and transfer to other members.
Which process suits the best for your business to adopt knowledge management?
Which process suits the best for your business to adopt knowledge management?
A knowledge management framework captures all the relevant aspects of knowledge management with appropriate detail. As organizational needs vary, you must choose the right knowledge management model and tools to not waste time and resources in capturing irrelevant data.
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