Knowledge Management

Topic: Knowledge Management

Knowledge management (KM) is a vital process for organizations to effectively identify,

organize, store, and disseminate information. It involves creating, storing, using, and sharing
knowledge to improve operational efficiencies and facilitate faster decision-making. This report
provides an overview of knowledge management, including types of knowledge, the knowledge
management process, and various tools used in knowledge management.

Types of Knowledge:

1. Tacit Knowledge: Tacit knowledge is acquired through experience and is intuitively

understood. However, it is challenging to articulate and codify. This type of knowledge is
typically based on personal insights, skills, and expertise.

Example: Imagine a seasoned salesperson who has been working in the industry for many
years. They have developed a deep understanding of customer needs, preferences, and buying
behaviors through their experience. This knowledge helps them intuitively know how to
approach different customers, build rapport, and close deals effectively. It's their tacit
knowledge that enables them to excel in their sales role.

2. Implicit Knowledge: Implicit knowledge refers to information that exists within processes but
has not been documented. It is often referred to as "know-how" knowledge and is gained
through practical experience and observation.

Example: Consider a manufacturing plant where the production process has been optimized
over time. The operators have learned through practical experience how to fine-tune the
machines, adjust settings, and troubleshoot issues that are not documented in any manual. This
implicit knowledge allows them to maintain smooth operations, maximize efficiency, and
ensure high-quality output.

3. Explicit Knowledge: Explicit knowledge is captured in various document types such as

manuals, reports, and guides. It can be easily shared across teams and organizations. This
knowledge is formalized and can be readily communicated and understood.

Example: Explicit Knowledge: In a software development company, there may be a knowledge

base or a repository of documented coding standards, best practices, and guidelines. These
documents provide explicit knowledge that can be easily shared among the development team.

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They serve as a reference for writing clean code, following industry standards, and ensuring
consistency in the software development process.

Knowledge Management Process:

The knowledge management process consists of three main stages:

1. Knowledge Creation: This stage involves identifying and documenting existing or new
knowledge within the organization. It includes capturing tacit knowledge, converting implicit
knowledge into explicit knowledge, and generating new knowledge through research and
innovation.

Example: Let's say a marketing team in a company is brainstorming ideas for a new advertising
campaign. During the discussion, team members share their tacit knowledge gained from
previous campaigns and their expertise in understanding customer preferences. They also
conduct market research to gather new information and insights. Through this process, they
create new knowledge by combining existing knowledge, converting implicit knowledge into
explicit knowledge, and generating innovative ideas for the campaign.

2. Knowledge Storage: In this stage, information technology systems are utilized to store and
organize organizational knowledge. This includes creating centralized repositories, databases,
and document management systems to ensure easy access and retrieval of relevant
information.

Example: Once the marketing team has gathered valuable knowledge for the advertising
campaign, they need a system to store and organize it. They create a centralized repository or a
document management system where they can store documents, reports, customer data, and
other relevant information related to the campaign. This ensures that the knowledge is easily
accessible to team members whenever they need it, allowing them to make informed decisions
and refer back to past experiences.

3. Knowledge Sharing: The final stage focuses on sharing knowledge across the organization.
This involves establishing communication channels, promoting collaboration, and implementing
processes to encourage the widespread dissemination of knowledge. Knowledge sharing can
occur through training sessions, workshops, intranets, wikis, and other collaborative platforms.

Example: To ensure that the knowledge is shared across the organization, the marketing team
conducts training sessions and workshops for other teams within the company. They create an

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intranet platform where employees can access information, share insights, and collaborate on
projects. They also establish a wiki where employees can contribute their knowledge and
expertise. By implementing these communication channels and promoting collaboration, the
company encourages the widespread dissemination of knowledge, fostering a culture of
continuous learning and improvement.

Knowledge Management Tools:

Several tools and technologies are used to facilitate knowledge management within
organizations. Some commonly used tools include:

- Document Management Systems: These systems provide centralized storage for digital
documents, enhancing employee workflows and enabling efficient retrieval of relevant
information.

Example: A company implements a document management system that allows employees to

store and organize digital documents in a centralized location. This system enhances employee
workflows by providing easy access to relevant information, eliminating the need for manual
searching and improving overall efficiency.

- Content Management Systems (CMS): CMS applications are used to manage web content,
allowing end-users to edit and publish content. They enable organizations to create and
maintain knowledge repositories accessible to both internal and external stakeholders.

Example: An organization uses a CMS application to manage its website content. The CMS
enables non-technical employees to edit and publish content, ensuring that the website is up-
to-date and relevant. It serves as a knowledge repository accessible to both internal and
external stakeholders, providing valuable information about the company's products, services,
and industry expertise.

- Intranets: Intranets are private networks within an organization that facilitate the sharing of
tools, processes, and enablement among internal stakeholders. They provide a centralized
platform for employees to access and contribute to organizational knowledge.

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Example: A large corporation creates an intranet for its employees, providing a private network
where they can access tools, processes, and resources specific to their roles. The intranet serves
as a centralized platform for employees to collaborate, share knowledge, and stay updated on
company news and announcements. It enhances internal communication and enables efficient
knowledge sharing within the organization.

- Wikis: Wikis are user-friendly knowledge management tools that allow easy uploading and
editing of information. They enable collaborative knowledge creation and provide a platform
for employees to share and update knowledge.

Example: A software development company implements a wiki platform where employees can
upload and edit information related to projects, coding standards, and best practices. This
collaborative tool allows team members to easily share knowledge, update documentation, and
contribute their expertise. It serves as a living knowledge base that evolves with the company's
growth and fosters a culture of continuous learning and improvement.

- Data Warehouses: Data warehouses are centralized data stores that aggregate data from
different sources. They support data analysis, AI, and machine learning, enabling organizations
to derive meaningful insights and make data-driven decisions.

Example: A retail company establishes a data warehouse that integrates data from various
sources, such as sales transactions, customer information, and inventory data. This centralized
data store enables the company to perform data analysis, apply AI and machine learning
algorithms, and derive meaningful insights. It supports data-driven decision-making, helping the
company identify trends, optimize operations, and improve customer experiences.

Effective knowledge management is essential for organizations to leverage their

intellectual capital and drive innovation. By implementing knowledge management processes
and utilizing appropriate tools, organizations can improve operational efficiencies, enhance
decision-making, and foster a culture of continuous learning and improvement. The types of
knowledge, knowledge management process, and various tools discussed in this report provide

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a foundation for organizations to establish and enhance their knowledge management

practices.

Sources:

- IBM - What is Knowledge Management?

- Smartsheet - Comprehensive Guide to Knowledge Management

- Zendesk - 15 knowledge management software and tools for 2023

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Escobar, Aphril Mae

Diga, Lyka Mae

Sy, Remalyn

Abalos, Jocel

Roqueta, Jay-vee

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