Lecture 2 - KNOWLEDGE MANAGEMENT SYSTEMS LIFE CYCLE

1. Chapter 2: Knowledge Management Systems Life Cycle
ADP1 Develop Knowledge Management Solutions
Lecture Two

2. Chapter 2: Knowledge Management Systems Life Cycle
 For any task, from as simple as planning
a trip, working on a maths problem,
 The process involves a number of steps
until you come up with a solution.
 In developing a large software system
used in industry, the process also follows
a number of defined steps which are
accepted as best practices by
practitioners.
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3. Chapter 2: Knowledge Management Systems Life Cycle
How many of you have taken a
programming unit either here or
elsewhere before?
What would be the steps you would
take in completing a programming
assignment?
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4. Chapter 2: Knowledge Management Systems Life Cycle
 read the problem statement
 mentally think about how to solve it
 select a programming language (if
decided, select what kind of data
structures)
 translate into program code
 compile, run and test
 modify if program doesn't function
as expected
 Satisfied!!
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5. Chapter 2: Knowledge Management Systems Life Cycle
 Challenges in building KM Systems
 Compare CSLC and KMSLC
 User’s vs. Expert’s Characteristics
 Stages of KMSLC
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6. Chapter 2: Knowledge Management Systems Life Cycle
 Culture
— getting people to share
knowledge
 Knowledge evaluation
— assessing the worth of knowledge
across the organization
 Knowledge processing
— documenting how decisions are
reached
 Knowledge implementation
— organizing knowledge and
integrating it with the processing
strategy for final deployment
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7. Chapter 2: Knowledge Management Systems Life Cycle
Conventional KM System
versus
System Life Cycle Life Cycle
Recognition of Need and Evaluate Existing
Feasibility Study Infrastructure
Functional Requirements Form the KM Team
Specifications
Knowledge Capture
Logical Design (master Iterative
design plan)
Design KMS Blueprint
Physical Design (coding)
Verify and validate the KM
System
Testing
Iterative
Implement the KM System
Implementation (file
conversion, user training)
Manage Change and
Rewards Structure
Operations and Maintenance
Post-system evaluation
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8. Chapter 2: Knowledge Management Systems Life Cycle
 Systems analysts deal with information from
the user; knowledge developers deal with
knowledge from domain experts
 Users know the problem but not the solution;
domain experts know both the problem and
the solution
 Conventional SLC is primarily sequential; KM
SLC is incremental and interactive.
 System testing normally at end of
conventional system life cycle; KM system
testing evolves from beginning of the cycle
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9. Chapter 2: Knowledge Management Systems Life Cycle
 Conventional system
life cycle is process-
driven or “specify then
build”
 KM system life cycle is
result-oriented or “start
slow and grow”
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10. Chapter 2: Knowledge Management Systems Life Cycle
 Both begin with a problem
and end with a solution
 Both begin with information
gathering or knowledge
capture
 Testing is essentially the same
to make sure “the system is
right” and “it is the right
system”
 Both developers must choose
the appropriate tool(s) for
designing their respective
systems
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11. Chapter 2: Knowledge Management Systems Life Cycle
Evaluate Existing
Infrastructure
Form the KM Team
Knowledge Capture
Iterative Rapid Design KM Blueprint
Prototyping
Verify and validate the KM
System
Implement the KM System
Manage Change and
Rewards Structure
Post-system evaluation
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12. Chapter 2: Knowledge Management Systems Life Cycle
System justifications:
 What knowledge will be lost
through
retirement, transfer, or
departure to other firms?
 Is the proposed KM system
needed in several locations?
 Are experts available and
willing to help in building a KM
system?
 Does the problem in question
require years of experience
and tacit reasoning to solve?
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13. Chapter 2: Knowledge Management Systems Life Cycle
 Consider breadth and
depth of the project within
financial, human
resource, and operational
constraints
 Project must be
completed quickly
enough for users to foresee
its benefits
 Check to see how current
technology will match
technical requirements of
the proposed KM system
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14. Chapter 2: Knowledge Management Systems Life Cycle
Risky to plunge into a KMS without
strategy
Knowledge developer should
consider:
Vision
Resources
Culture
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15. Chapter 2: Knowledge Management Systems Life Cycle
 Identify the key stakeholders
of the prospective KM
system.
 Team success depends on:
› Ability of team members
› Team size
› Complexity of the project
› Leadership and team
motivation
› Not promising more than
can be realistically
delivered
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16. Chapter 2: Knowledge Management Systems Life Cycle
 Explicit knowledge
captured in repositories
from various media
 Tacit knowledge
captured from
company experts using
various tools and
methodologies
 Knowledge developers
capture knowledge
from experts in order to
build the knowledge
base
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17. Chapter 2: Knowledge Management Systems Life Cycle
› How does one know the
expert is in fact an expert?
› How would one know that
the expert will stay with the
project?
› What backup should be
available in case the
project loses the expert?
› How could we know what
is and what is not within
the expert’s area of
expertise?
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18. Chapter 2: Knowledge Management Systems Life Cycle
The KM blueprint addresses
several issues:
 Finalize scope of proposed
KM system with realized net
benefits
 Decide on required system
components
 Develop the key layers of
the KM software
architecture to meet
company requirements
 System interoperability and
scalability with existing
company IT infrastructure
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19. Chapter 2: Knowledge Management Systems Life Cycle
 Verification procedure:
ensures that the system
has the right functions
 Validation procedure:
ensures that the system
has the right output
 Validation of KM
systems is not
foolproof
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20. Chapter 2: Knowledge Management Systems Life Cycle
 Converting a new KM system into actual
operation
 includes conversion of data or files
 also includes user training
 Quality assurance is important, which includes
checking for:
› Reasoning errors
› Ambiguity
› Incompleteness
› False representation (false positive and false
negative)
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21. Chapter 2: Knowledge Management Systems Life Cycle
 Goal is to minimize
resistance to
change
› Experts
› Regular employees
(users)
› Troublemakers
 Resistances via
projection, avoidan
ce, or aggression 2-21

22. Chapter 2: Knowledge Management Systems Life Cycle
 Assess system impact in terms of
effects on:
› People
› Procedures
› Performance of the business
 Areas of concern:
› Quality of decision making
› Attitude of end users
› Costs of Knowledge processing and
update 2-22

23. Chapter 2: Knowledge Management Systems Life Cycle
 Has accuracy and timeliness of
decision making improved?
 Has KMS caused organizational
changes?
 What are users’ reactions towards
KMS?
 Has KMS changed the cost of
operating the business?
 Have relationships among users
affected? 2-23

24. Chapter 2: Knowledge Management Systems Life Cycle
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25. Chapter 2: Knowledge Management Systems Life Cycle
Common Inborn ability to sense, judge, or perceive
Sense situations; grows stronger over time
Fact A statement that relates a certain element
of truth about a subject matter or a domain
Heuristic A rule of thumb based on years of
experience
Knowledge Understanding gained through experience;
familiarity with the way to perform a task;
an accumulation of facts, procedural rules,
or heuristics
Intelligence The capacity to acquire and apply
knowledge 2-25

26. Chapter 2: Knowledge Management Systems Life Cycle
 Shallow (readily recalled) and deep
(acquired through years of
experience)
 Explicit (already codified) and tacit
(embedded in the mind)
 Procedural (repetitive, stepwise)
versus Episodical (grouped by
episodes)
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27. Chapter 2: Knowledge Management Systems Life Cycle
 An expert in a specialized area
masters the requisite knowledge
 The unique performance of a
knowledgeable expert is clearly
noticeable in decision-making
quality
 Knowledgeable experts are more
selective in the information they
acquire
 Experts are beneficiaries of the
knowledge that comes from
experience 2-27

28. Chapter 2: Knowledge Management Systems Life Cycle
1. Purpose
2. Statement of Scope & Objectives
2.1 System functions
2.2 Users and characteristics
2.3 Operating environment
2.4 User environment
2.5 Design/implementation constraints
2.6 Assumptions and dependencies
3. Functional Requirements
3.1 User interfaces
3.2 Hardware interfaces
3.3 Software interfaces
3.4 Communication protocols and interfaces
4. Nonfunctional Requirements
4.1 Performance requirements
4.2 Safety requirements
4.3 Security requirements
4.4 Software quality attributes
4.5 Project documentation
4.6 User documentation 2-28

29. Chapter 2: Knowledge Management Systems Life Cycle
Attribute User Expert
Dependence on system High Low to nil
Cooperation Usually cooperative Cooperation not
required
Tolerance for ambiguity Low High
Knowledge of problem High Average/low
Contribution to system Information Knowledge/expertise
System user Yes No
Availability for system
builder Readily available Not readily available
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30. Chapter 2: Knowledge Management Systems Life Cycle
Structure
the Problem
Reformulate Repeated
the Problem Cycle(s)
Structure
a Task
Make Repeated
Modifications Cycle(s)
Build
a Task
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31. Chapter 2: Knowledge Management Systems Life Cycle
.....
1 User Interface
(Web browser software installed on each user’s PC)
Authorized access control
2 (e.g., security, passwords, firewalls, authentication)
Collaborative intelligence and filtering
3 (intelligent agents, network mining, customization, personalization)
Knowledge-enabling applications
4 (customized applications, skills directories, videoconferencing, decision support systems,
group decision support systems tools)
Transport
5 (e-mail, Internet/Web site, TCP/IP protocol to manage traffic flow)
Middleware
6 (specialized software for network management, security, etc.)
The Physical Layer
(repositories, cables)
7
Databases Legacy applications Groupware Data warehousing
(e.g., payroll) (document exchange, (data cleansing,
collaboration) data mining)
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32. Chapter 2: Knowledge Management Systems Life Cycle
Team performs Evaluate relationship
Outcome
a specialized task between action and
Achieved
outcome
Knowledge
Feedback Developer
Knowledge
transfer
Knowledge method
stored in a selected
form usable by
others in the
organization
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33. Chapter 2: Knowledge Management Systems Life Cycle
Knowledge
pH = nH/(nH+nT)
Counting EV=pH RH+ pT RT
pT = nT/(nH+nT)
HTHTT pH = 0.40
HHHTH nH = 40 pT = 0.60
… nT = 60 EV = -$0.80
RH = +$10
TTTHT RT = -$8
Data Information
Value
Zero Low Medium High Very High
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34. Chapter 2: Knowledge Management Systems Life Cycle
 Culture
— getting people to share
knowledge
 Knowledge evaluation
— assessing the worth of
knowledge across the
organization
 Knowledge processing
— documenting how decisions
are reached
 Knowledge implementation
— organizing knowledge and 2-34

35. Chapter 2: Knowledge Management Systems Life Cycle
 Foresee what the business
is trying to achieve, how it
will be done, and how the
new system will achieve
goals
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36. Chapter 2: Knowledge Management Systems Life Cycle
 Check on the affordability of the
business to invest in a new KM
system
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37. Chapter 2: Knowledge Management Systems Life Cycle
 Is the company’s
political and social
environment open
and responsive to
adopting a new KM
system?
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