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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 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.


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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.


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Three Perspectives on KMS

  • Information-based

  • Technology-based

  • Culture-based


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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


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Concerns Over Technology in KBS

  • Determining infrastructure requirements

  • Keeping up with new technologies

  • Security of data on internet


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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%


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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


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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


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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


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E&Y’s Knowledge Framework

Strategy

Infrastructure

Content

Services

Processes

People &

Organization

Relationships


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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


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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.


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Infrastructure

  • Ernst & Young Knowledge Centers

    • Centers for Business Knowledge

    • Center for Business Innovation

    • Assurance Support Centers


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Store

Acquire

Deploy

Add

Value

Clients

Provide Infrastructure

Learn

Input

E&Y teams

The knowledge management process

Demonstrate Value


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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


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Content

  • Standard knowledge containers

  • A global taxonomy

  • Global search capability


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External

content

Client team

Expertknowledge

Direct practiceexperience

Content structure


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People & Organization

  • The firm’s culture and values

  • Personal development and training

  • Rewards and recognition

  • Organization structure

  • Communications


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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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