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Knowledge Management Toolkit

Preface
Acknowledgments
I: The Rubber Meets the Road
1. Introduction
Knowledge Management: A Goldmine or an Empty Piggy-bank?
What This Book Is About
What This Book Will Do
How to Use This Book
What This Book Is Not About
Endnotes
2. The Knowledge Edge
Getting to Why: The New World
The Missing Pieces
Accounting for Abnormal Differences
A Common Theme
Intellectual Capital
The 24 Drivers of KM
Knowledge-Centric Drivers
Technology Drivers
Organizational Structure-Based Drivers
Personnel-Focused Drivers
Process Drivers
Economic Drivers
Creating the Knowledge Edge
Lessons Learned
Endnotes
3. From Information to Knowledge
From Data to Information to Knowledge
From Data to Knowledge
Classifying Knowledge
The Three Fundamental Steps
Knowledge Management Systems and Existing Technology
Taming the Tiger's Tail
Business and Knowledge
Knowledge-Friendly Companies
Knowledge-Sharing Companies
Is Your Company Ready for Knowledge Management?
Lessons Learned
Endnotes
II: The Road Ahead: Implementing Knowledge Management
4. The 10-Step KM Roadmap
The 10-Step Knowledge Management Road map
Phase 1: Infrastructural Evaluation
Phase 2: Knowledge Management System Analysis, Design, and Development
Phase 3: Deployment
Phase 4: Metrics for Performance Evaluation
Lessons Learned
IIA: The First Phase: Infrastructural Evaluation and Leverage
5. The Leveraged Infrastructure
The Approach: Leverage, Leverage, Leverage
Leveraging the Internet
Enabling Technologies for the Knowledge Management Technology Framework
Knowledge Servers
Lessons Learned
Endnotes
6. Aligning Knowledge Management and Business Strategy
From Strategic Programming to Strategic Planning
Knowledge Maps to Link Knowledge to Strategy
Strategic Imperatives for a Successful KM System
Assessing Focus
Lessons Learned
Endnotes
IIB: The Second Phase: KM System Analysis, Design, and Development
7. Infrastructural Foundations
Technology Components of the KM Architecture
The Seven-Layer KM System Architecture
Foundation for the Interface Layer
The Web or Notes?
Collaborative Intelligence and Filtering Layer
Lessons Learned
Endnotes
8. Knowledge Audit and Analysis
Hindsight + Insight = Foresight
Measuring Knowledge Growth
The Knowledge Audit Team
Choosing Your Company's K-Spots
Lessons Learned
Endnotes
9. Designing the KM Team
Sources of Expertise
Team Composition and Selection Criteria
Team Life Span and Sizing Issues
The Knowledge Management Project Leader
The KM Team's Project Space
Points of Failure
Lessons Learned
Endnotes
10. Creating the KM System Blueprint
Analyzing Lost Opportunities
The Knowledge Management Architecture
Components of a Knowledge Management System
Designing Integrative and Interactive Knowledge Applications
Build or Buy?
User Interface Design Considerations
A Network View of the KM Architecture
Future-Proofing the Knowledge Management System
Lessons Learned
Endnotes
11. Developing the KM System
The Building Blocks: Seven Layers
The Interface Layer
The Access and Authentication Layer
The Collaborative Filtering and Intelligence Layer
The Application Layer
The Transport Layer
The Middleware and Legacy Integration Layer
The Repositories Layer
Lessons Learned
Endnotes
IIC: The Third Phase: KMS Deployment
12. Prototyping and Deployment
Moving From Firefighting to Systems Deployment?
Prototyping
Pre-RDI Deployment Methods
The Results Driven Incremental Methodology
Lessons Learned
Endnotes
13. The CKO and Reward Structures
From the CIO to the CKO
The Successful CKO
Reward Structures to Ensure Knowledge Management Success
Lessons Learned
Endnotes
IID: The Final Phase and Beyond: Measuring ROI and Performance
14. Metrics for Knowledge Work
Traditional Metrics
Common Pitfalls in Choosing Metrics
Three Ways to Measure
Classifying and Evaluating Processes
Alternative Metrics
Lessons Learned
Endnotes
15. Case Studies
Some Background
Knowledge Management in the Aerospace Industry: The Case of Rolls Royce
Knowledge Management in Sales and Marketing: The Case of Platinum Technology
KM in Customer Support: The Case of Nortel
KM in the Semiconductor Industry: GaSonics International
The Goal: Three Months to Target
KM Pilot Case: Monsanto Nutrition and Consumer Products
Lessons Learned
III: Side Roads: Appendices
A. The Knowledge Management Assessment Kit
The 10-Step Populated Roadmap
Phase 1: Infrastructural Evaluation
Phase 2: Analysis, Design, and Development
Putting It All Together
B. Alternative Schemes for Structuring the KM System Front End
Alternative Structures
C. Software Tools
Software Tools
D. Resources on the Web
Knowledge Management: Web Pointers
Intellectually Rich Companies
Bibliographic References and Further Reading
Glossary

Amrit Tiwana - 1999

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