Knowledge Management Series

1. KNOWLEDGE CAPTURE & CODIFICATION
CHAPTER 4
Kimiz Dalkir
2005
The material used in producing this presentation
derived from the book. Several examples added
to enrich the student’s understanding
Please acknowledge the Authors
KNOWLEDGE
CAPTURE &
CODIFICATION

2. THE OBJECTIVE
Mengenal istilah dan konsep yang
digunakan dalam mempelajari &
mengkodifikasi pengetahuan
Menjelaskan teknik yang digunakan
untuk mempelajari pegetahuan tacit dari
sumber utama.
Menetapkan peran dan tanggung jawab
selama proses pembelajaran dan
kodifikasi
Menjelaskan pendekatan taksonomi
yang digunakan untuk
mengkalsifikasikan pengetahuan
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3. PREFACE
 Pembahasan mengenai cara menangkap pengetahuan dan
menyusunnya dengan rapi akan menggunakan siklus KM
terintegrasi
 Knowledge capture/creating
 Knowledge sharing & dissemination
 Knowledge acquisition & application
 Kita menangkap pengetahuan tacit, kemudian disusun
menjadi pengetahuan explicit
 Differences between capture (of existing knowledge) and
create knowledge (new knowledge)
 Capturing is not only about technology
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4. PREFACE
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5. PREFACE
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6. PREFACE
Perwujudan dari sumber
pengetahuan organisasi
(organization memory)
adalah:
Pengetahuan adalah harta
intelektual yang akan
berkurang nilainya & kurang
berharga jika tidak dipelajari
dengan tepat
Knowledge is the only
sustainable competitive
advantage
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• Employee experiences
• Tangible data
• Knowledge stores inside the company
• It has to be spent/used, in order to be valued
• It had to be protected, cultivated, shared
• The key is to transform the individual knowledge
to organization knowledge then to disseminate
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7. PREFACE
 To compete effectively, your organization should be like
these
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8. PREFACE
 Do not bring a knife in a gun fight
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9. PREFACE
 Organization need to possess any knowledge which has
value to them in order to increase its agility & ability, and
not just the necessary knowledge for current use but also
for the future development
 It must possess ;
 Learning ability
 Skills to apply
 Willingness and courage to learn and to apply
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10. TACIT KNOWLEDGE CAPTURE
 Individual inside the firms play critical role in acquiring firms
knowledge
 The firms also play significant role for individual knowledge
 New knowledge – exploration
 Existing knowledge - exploitation
 Capturing technique using experts system,
 Gathering know-how from experts so it can perform like one
 Using questionnaire, interview, surveys, observations, talk aloud
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11. TACIT KNOWLEDGE CAPTURE
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12. TACIT CAPTURE in Individu/Group
 Transformation of valuable expertise from knower
(expert/document) to knowledge repository
 Reducing a vast volume of content from diverse
domains/sourcdes into a precise, easily useable sets of
facts & rules (ex: Reporter, journalist, writer)
 Expert system (Knowledge Based System):
 Knowledge engineer interview the experts
 Produce conceptual model of the critical knowledge
 Translate the model into computer-executable
 The goal is to extract & render explicit procedural
knowledge that comprise know-how
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13. TACIT CAPTURE in Individu/Group
 Procedural knowledge, comprise special know-how




How to do things
How the diagnose
How to make decision
How to prescribe
 Declarative knowledge, knowing ‘what’
 The major task of knowledge engineer ;
 Analyzing information & knowledge flow
 Working with expert to optain information
 Design & implement expert system
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14. TACIT CAPTURE in Individu/Group
 The experts responsibiliy ;
 Explain critical knowledge & know-how
 Introspective & patient
 Effective communication skills
 3 approaches to knowledge acquisition which have to use
simultaneously (Parsaye, 1998) ;




Interviewing experts
Learning by being told
Learning by observation
Learning by doing (extra)
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15. TACIT CAPTURE in Individu/Group
Interviewing experts
 Structure interview
 Interviewer must have strong communication & conceptual skills,
and also know the subject
 Using open (encourage free response) & close questions (limited)
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16. TACIT CAPTURE in Individu/Group
Interviewing experts
 4 techniques in structure interview
Paraphrasing, restating of the perceived meaning of the
speaker’s message using own words
• The goal is to check the accuracy with which the message was
conveyed and understood
Clarifying, lets the expert know that the message was not
immediately understandable
• The goal is the expert clarify the original message so that the
interviewer gets a better idea of the intended message
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17. TACIT CAPTURE in Individu/Group
Interviewing experts
Summarizing, helps the interviewer compile discrete pieces of
information and form a knowledge acquisition session into a
meaningful whole
• The goal is to confirm that the expert’s message was heard
and understood correctly.
Reflecting feelings, mirrors back to the speaker the feelings that
seem to have been communicated.
• The goal is to clear the air of some emotional reaction or
negative impact of the message
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18. TACIT CAPTURE in Individu/Group
Interviewing experts
 Stories
Telling of a happening or a connected series of happenings,
whether true or fictitious (Denning, 2001)
An organizational story can be defined as a detailed narrative of
past management actions, employee interactions, or other key
events that have occurred and that have been communicated
informally
knowledge-sharing stories need to be authentic, believable, and
compelling
Read the storytelling of IBM on page 87-88, handwritten
translation and submit next week
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19. TACIT CAPTURE in Individu/Group
Learning by being Told
 Interviewees express & refine their knowledge
 Knowledge engineer clarifiy & validate
 Tools ;
 Task analysis (job sepcifications & descriptions)
 Process & protocol analysis (the way knower apply their
knowledge)
 Simulation (model, software, maps, practices)

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20. TACIT CAPTURE in Individu/Group
Learning by observations
 Two expertise
 Motor-based (operating, conducting)
 Cognitive expertise (conceptual, analysis)
 Present the problem, scenario, case to be solved by the
experts
 Knowledge can’t be observed, behaviour & expertise can
 Using tools such audio & video could increase the
successfulness of the process
 Screen capture, props
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21. TACIT CAPTURE in Individu/Group
Other methods ;
 Ad hoc sessions.
 Road maps.
 Learning histories, consists of
(1) planning,
(2) reflective interviews,
(3) distillation,
(4) writing,
(5) validation,
(6) dissemination
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22. TACIT CAPTURE in Individu/Group
Other methods ;
 Action learning.
 E-learning.
 Conference
 Guest speakers
 Learning from others through business guest speakers and
benchmarking against best practices.
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23. TACIT CAPTURE in Individu/Group
Hermawan
Kartajaya
Marketing horizontal
Arif Partono
Laporan Tugas
Perkuliahan
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24. KNOWLEDGE ACQUISITION PHASE
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25. KNOWLEDGE ACQUISITION PHASE
Identification
• Process of characterizing key problem
aspects such as participants, resources,
goals, and existing reference materials.
Conceptualization
• Specifying the key concepts and the key
relationships among them in the form of a
concept or knowledge map.
Codification
• Renders the validated content into an
explicit form which then be more readily
disseminated throughout the organization
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26. TACIT CAPTURE in Organization
4 Major organizational knowledge acquisition (Malhotra, 2000)
 Grafting
 Migrations of knowledge between firms (merger, acquisition,
alliances)
 Vicarious learning
 One firm observing other firm’s demonstration of techniques &
procedures
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27. TACIT CAPTURE in Organization
4 Major organizational knowledge acquisition (Malhotra, 2000)
 Experential learning
 Knowledge acquisition within the firm by doing & practising it,
based on repetition of experiences
 Refinement & improvement the process (single loop)
 Inferential process
 Learning within the firm thru interpretation of event, states,
changes, outcomes
 Deductive & experimental learning, establish causal links
between actions & outcomes
 Double loop  changing assumptions & frameworks
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28. EXPLICIT KNOWLEDGE CODIFICATION
 Proses mengubah pengetahuan ke dalam bentuk
tangible/eksplisit (dokumen/arsip) agar dapat disebarkan
dgn lebih mudah & murah
 Masalah terkait kualitas hasil kodifikasi ;





Keakuratan - Accuracy
Understandability - pemahaman
Accessibility - akses
Currency – arti penting pengetahuan
Credibility - kredibilitas
 Mengapa harus dikodifikasi?
 Easily understood, maintained, improved
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29. CODIFICATION TECHNIQUES
Cognitive maps
Decision tree
Knowledge
taxonomies
Task analysis
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30. CODIFICATION TECHNIQUES
Cognitive maps
 Representation of the ‘mental model’ of a person
knowledge
 Provide good form of codified knowledge
 Proses berpikir seseorang untuk mengartikan lingkungan
mereka yang kompleks
 Allow expert to construct knowledge mode
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31. CODIFICATION TECHNIQUES
 Mental Model:
 Beliefs, ideas, images, and verbal descriptions that we consciously or
unconsciously form from our experiences and which (when formed) guide our
thoughts and actions within narrow channels.
 These perceived reality explain cause and effect to us, and lead us to expect
certain results, give meaning to events, and predispose us to behave in certain
ways.
 Although mental models provide internal stability in a world of continuous
change, they also blind us to facts and ideas that challenge or defy our deeply
held beliefs.
 They are, by their very nature, fuzzy and incomplete.
 Everyone has different models (differ in detail from everyone else's) of the
same concept or subject, no matter how common or simple.
http://www.businessdictionary.com/definition/mental-models.html
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32. CODIFICATION TECHNIQUES
 Jay Wright Forrester defined mental models as:
 The image of the world around us, which we carry in our head, is just a model.
Nobody in his head imagines all the world, government or country. He has only
selected concepts, and relationships between them, and uses those to
represent the real system.
http://en.wikipedia.org/wiki/Mental_model
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33. CODIFICATION TECHNIQUES
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34. CODIFICATION TECHNIQUES
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35. CODIFICATION TECHNIQUES
Decision tree
Ussualy in form of
flowchart,
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Compact & efficient
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Support with alternate
paths indicating the
impact of different
decision
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36. CODIFICATION TECHNIQUES
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37. CODIFICATION TECHNIQUES
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38. CODIFICATION TECHNIQUES
Knowledge taxonomies
 Konsep, dipandang sebagai satu kesatuan dari
pengetahuan dan keahlian
 Mengidentifikasi konsep utama
 Menggambarkan pengaturan konsep pada suatu bidang
ilmu tertentu
 Menjelaskan saling ketergantungan pada satu konsep
hirarkis
 Semakin tinggi letak suatu konsep, semakin umum
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39. CODIFICATION TECHNIQUES
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40. CODIFICATION TECHNIQUES
Knowledge taxonomies
 Sorting techniques ;
 Manual, automated
 Sorting card, cluster analysis (method of producing classification
from data that initially unclassified
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41. CONCLUSION
 Capturing knowledge is process of adding value to the
original content (restructuring, rewritting)
 Analysizing & reworking help clarify what organization know
& what it need to know
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42. CREDITS & INFORMATION
 http://www.eknowledgecenter.com/articles/1010/1010.htm
 http://www.ahg.com/absolutely%20knowledge%20management%20s
ystem.htm
 http://www.prescientdigital.com/articles/content-management/contentmanagement-in-a-knowledge-management-context/
 http://www.lc-stars.com/knowledge.html
 http://peterpaulperez.wordpress.com/2011/04/18/knowledgemanagement-in-the-call-center-industry/
 http://www.ugc.edu.hk/tlqpr01/site/abstracts/098_hui.htm
 http://www.ilo.org/public/english/employment/mifacility/activities/knowl
edge.htm
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43.  http://www.hcklab.org/research/knowledgemanagement/tacit-explicitknowledge.htm
 http://www.cognitivedesignsolutions.com/KM/ExplicitTacit.htm
 http://serbaserbikm.blogspot.com/2010/07/2-macam-tipe-knowledgeyaitu.html
 http://www.systems-thinking.org/kmbh/kmbh.htm
 http://www.kmnetwork.com/WhatIsKM.html
 All figure are from Kimiz Dalkir, 2005, KM Theory & Practices
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44. DRESSED 4 SUCCESS
 Conduct a brief review after every class.
 Complete the assigment on time.
 Prepare and conduct the presentation seriously
 Pay full attention about what the class discussed
 Make notes to help understand the lecture.
 Read & understand the main references/books
 Look for the other lecture materials from other class
 Keep 100% attendance
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