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Knowledge Management. Data-Information-Knowledge. Data are discrete, objective facts about events. In organizations, a structured record of transactions. Information is the result of processing data to provide meaning.

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data information knowledge
Data-Information-Knowledge
  • Data are discrete, objective facts about events. In organizations, a structured record of transactions.
  • Information is the result of processing data to provide meaning.
  • Knowledge is a justified personal belief that increases a person’s capacity to take action.
tacit versus explicit knowledge
Tacit versus Explicit Knowledge
  • Knowledge in organizations ranges from the rich, complex, accumulated expertise that resides in organizations and is partly inexpressible (tacit knowledge) to structured and explicit.
three perspectives on kms
Three Perspectives on KMS
  • Information-based
  • Technology-based
  • Culture-based
concerns over information in kms
Concerns Over Information In KMS
  • Building vast amounts of data into usable form
  • Avoiding overloading users with unnecessary data
  • Eliminating wrong/old data
  • Ensuring customer confidentiality
  • Keeping the information current
concerns over technology in kbs
Concerns Over Technology in KBS
  • Determining infrastructure requirements
  • Keeping up with new technologies
  • Security of data on internet
percent of kbs with various tools technologies
Percent of KBS with Various Tools/Technologies
  • Browser 90 %
  • Electronic mail 84%
  • Search/ Retrieval tools 73%
  • Information repositories 52%
  • WWW server 42%
  • Agents/ Filters 36%
  • External server services 31%
  • Videoconferencing 23%
concerns over management in kbs
Concerns Over Management in KBS
  • Change management implications
  • Getting individuals to volunteer knowledge
  • Getting business units to share knowledge
  • Demonstrating business value
  • Bringing together the many people from various units
  • Determining responsibility for managing the knowledge
ernst young s competitive advantage
Ernst & Young’s Competitive Advantage

Harnessing the skills and talents of all our people better than our competitors can or will

Learning faster and sharing more

services
Services
  • Knowledge is what E&Y sells.
    • Personal knowledge and expertise
    • Structural knowledge
  • ...we have to embed it in every service we provide and use it to create new services
e y s knowledge framework
E&Y’s Knowledge Framework

Strategy

Infrastructure

Content

Services

Processes

People &

Organization

Relationships

strategy
Strategy
  • Full alignment with the overall business strategy
  • Clear goals and objectives
  • Balanced scorecard approach to measurement
  • Sponsorship from the highest level
  • Chief Knowledge Officers in place
infrastructure
Infrastructure
  • Ernst & Young’s Knowledge Web
    • Global solutions
    • Two main platforms
      • Lotus Notes
      • Web-based intranets
    • Plus e-mail, voicemail, internet, teleconferencing, document management etc.
infrastructure14
Infrastructure
  • Ernst & Young Knowledge Centers
    • Centers for Business Knowledge
    • Center for Business Innovation
    • Assurance Support Centers
the knowledge management process

Store

Acquire

Deploy

Add

Value

Clients

Provide Infrastructure

Learn

Input

E&Y teams

The knowledge management process

Demonstrate Value

processes
Processes
  • Going beyond a knowledge management process…
  • …to “the way we work”
    • The process becomes second nature
    • The application and sharing of knowledge is embedded in our sales and service delivery methodologies
content
Content
  • Standard knowledge containers
  • A global taxonomy
  • Global search capability
content structure

External

content

Client team

Expertknowledge

Direct practiceexperience

Content structure
people organization
People & Organization
  • The firm’s culture and values
  • Personal development and training
  • Rewards and recognition
  • Organization structure
  • Communications
e y s knowledgeweb
E&Y’s KnowledgeWeb
  • Is Web-based and is based on Lotus Notes
  • Provides access to internal information such as proposals, methodologies, best practices, metrics, etc.
  • Provides external information such as access to company Web sites, external databases, and external news
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