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Successes and failures of knowledge management

Successes and Failures of Knowledge Management highlights examples from across multiple industries, demonstrating where the practice has been implemented well-and not so well-so others can learn from these cases during their knowledge management journey. Knowledge management deals with how best to l...

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Bibliographic Details
Other Authors: Liebowitz, Jay (Editor)
Format: eBook
Language:English
Published: Cambridge, MA Morgan Kaufmann is an imprint of Elsevier 2016
Subjects:
Knowledge Management
Knowledge Management / Http://id.loc.gov/authorities/subjects/sh97007353
Gestion Des Connaissances
Knowledge Management / Fast
Organizational Learning / Fast
Organizational Learning / Http://id.loc.gov/authorities/subjects/sh95006000
Apprentissage Organisationnel
Online Access:
Collection: O'Reilly - Collection details see MPG.ReNa
Table of Contents:
  • Ch. 1 Parameters of Knowledge Management Success / J.-Y. Oh
  • Introduction
  • Foundation
  • Knowledge
  • Conduct of Knowledge Management
  • Superiority and the PAIR Model
  • Parameters
  • Conclusions
  • References
  • ch. 2 Why are Companies Still Struggling to Implement Knowledge Management? Answers from 34 Experts in the Field / F.A. Calabrese
  • Introduction
  • The State of Knowledge Management
  • Original Source Material Knowledge Base
  • Research Method
  • Key Findings
  • Data Analysis
  • Text Mining Analysis
  • Data Interpretation
  • Comparative Analysis with Previous Studies
  • Conclusions
  • Acknowledgments
  • References
  • ch. 3 REAL Knowledge and the James Webb Space Telescope: Success and Failure Coexisting in NASA / E. Rogers
  • Introduction
  • NASA Knowledge Services Governance and Strategic Imperatives
  • Strategic Imperatives in the Modern Project Knowledge Environment
  • The Improvements of Knowledge Delivery to Customers in Janas Company
  • Results of Improvements of Knowledge Delivery to Customers Using SAGA
  • Discussion
  • Conclusions and Directions for Future Research
  • References
  • ch. 13 Don't Neglect the Foundation: How Organizations can Build Their Knowledge Architecture and Processes for Long-Term Sustainability / S. Earley
  • Diverse, Fast-Changing Information Sources
  • Knowledge That Serves the Customer
  • Incorrect Architecture Reduces Organizational Agility
  • Architectural Problems Across the Information Ecosystem
  • Foundational Architecture as a Project Rather Than a Program
  • Parochial View of the Application
  • Balancing Centralized Versus Distributed Control
  • Passing on Data and Content Quality Issues
  • Cutting Corners or Checking the Boxes
  • Incorrect Development and Application of Use Cases and Scenarios
  • Lack of Understanding of User Types and the Needs of Users
  • Includes bibliographical references and index
  • Ch. 11 Knowledge Management and Analytical Modeling for Transformational Leadership Profiles in a Multinational Company / J. Takala
  • Introduction
  • Theoretical Framework
  • Transformational Leadership Model
  • Sand Cone Model
  • Analytic Hierarchy Process (AHP)
  • Research Environment and Methods
  • Transformational Leadership Index (TLI)
  • Results
  • Transformational Leadership Profiles
  • Total Leadership Index
  • Reexamination
  • Discussion
  • Conclusions
  • References
  • Appendix 1
  • Appendix 2
  • Appendix 3
  • Appendix 4
  • Appendix 5
  • Appendix 6
  • ch. 12 Success and Failure in Improvement of Knowledge Delivery to Customers Using Chatbot
  • Result of a Case Study in a Polish SME / A. Janas
  • Introduction
  • The Needs and Difficulties in Management of Knowledge Delivery to Customers in the Selected SME
  • Improvements of Knowledge Bases and Delivery Processes Using Chatbots
  • Lack of Appreciation of the Value of Unstructured Information
  • Lack of Meaningful Metrics or Interpretation to Tie Business Value to Information
  • Lack of Maturity in Enterprise Architecture, User Experience, and Governance
  • Ownership and Sponsorship
  • Short-Term Objectives with Long-Term Vision
  • Goals of Procurement Versus Needs of the Program
  • Focus on the Outcome Value, not the Cost of the Engagement
  • Socialization
  • Summary
  • ch. 14 Semantic Technologies for Enhancing Knowledge Management Systems / V. Sugumaran
  • Introduction
  • Background
  • Knowledge Management
  • Intelligent Agents
  • XML and Knowledge Management
  • Semantic Technologies
  • RDF
  • Resource Description Framework
  • RDF Schema
  • Ontology
  • Web Services
  • Semantic Technologies-Based Knowledge Management Environment
  • Internal Components
  • External Components
  • Summary
  • Acknowledgment
  • References
  • How the Initiative was Received by the Users or Participants
  • The Efficiency, Effectiveness, or Competitive Advantage Outcomes that were Achieved and How They were Measured and Evaluated
  • Gap Between KM in the Books and in Practice
  • Knowledge Audit and Knowledge Strategy: Which One Comes First?
  • KM Journeys are Rarely Started from Scratch
  • Natural KM "Entry Points" in Organizations
  • KM Strategies Vary Among Multinational Corporations, Local Companies, and Small to Medium-Sized Businesses
  • Factors for Sustaining the use of Knowledge Management Systems that Differ from Factors that Affect Adoption
  • IC is Much Harder Than KM to Sell
  • ch. 7 Knowledge Loss and Retention: the Paradoxical Role of IT / Y.E. Chan
  • Introduction
  • Review of the Literature
  • Knowledge and the Knowledge-Based View
  • Knowledge Retention and Loss
  • Research Model
  • Research Methodology
  • Findings
  • GovSystem Overview
  • Implementing the KM System
  • Challenges
  • Results and Conclusion
  • Case Study 2 Building a Better Knowledge Management and Customer Service System
  • Introduction
  • Business Setting
  • Business Problem
  • Goals
  • System Implementation
  • Help Desk Ticket System
  • KM System
  • Incentive Program
  • Results and Conclusion
  • References
  • ch. 10 Social Knowledge: Organizational Currencies in the New Knowledge Economy / E. Walters
  • The Odometer Reading: Evolution of Social Knowledge Management
  • Conversations Build Communities
  • More Than an Idea, it's a Practice
  • An Evolutionary Road
  • Managing Social Knowledge: People, Process, Technology, and the Human Experience
  • Showing Value with SKM (Putting Miles on the Odometer)
  • Merging Into Traffic: Trusting the Rules of the Road in the New Social Economy
  • A Generational Shift
  • The Emerging Social (Knowledge) Economy
  • What has Worked? Where to Start?
  • Acknowledgment
  • Problems with the Nature of Knowledge
  • Familiar Challenges in Knowledge Elicitation
  • Studies in the Nature of Expertise and Judgment
  • Challenges in Knowledge Representation
  • What We Know and do not Know
  • Problem of Big Data and Machine Learning
  • Knowledge, Knowledge Management, and Culture
  • Importance of Trust and the Sharing of Knowledge
  • Digital Asset Management
  • Importance of Forgetting
  • Support and Changing of Routines
  • Recapturing Knowledge
  • Value of Knowledge
  • Knowledge Processes
  • Conclusions
  • References
  • ch. 6 Lessons Learned from Nearly 200 Cases of KM Journeys by Hong Kong and Asian Enterprises / E. Tsui
  • Introduction to the Nature of the Knowledge Management Initiative and its Specific Objectives
  • The Infrastructure
  • People, Systems, Hardware, Software, etc Required to Launch the Initiative
  • The Challenges that were Encountered, How They Developed, and How They were Overcome
  • Bright Side of GovSystem: Effective Knowledge Acquisition and Retrieval
  • Dark Side of GovSystem: Knowledge Loss During Acquisition and Retrieval
  • Findings Summary
  • Discussion and Implications
  • Discussion
  • Implications
  • Conclusions
  • References
  • ch. 8 Knowledge and Knowledge-Related Assets: Design for Optimal Application and Impact / H.N. Rothberg
  • Introduction
  • Background: Knowledge Management
  • Rethinking the DIKW Hierarchy
  • Competitive Intelligence Systems
  • The Knowledge-Related Hierarchy and the Disciplines
  • Big Data and Business Analytics
  • Discussion: What is KM Missing?
  • Conclusions
  • References
  • ch. 9 Knowledge Management Success and Failure: the Tale of Two Cases / S. Larson
  • Introduction
  • Case Study 1 Language, Culture, and Leaders: a Case Study of the Challenges of Installing a Knowledge Management System in a Tax Firm
  • Business Setting
  • Business Problem
  • Goals of the KM System
  • Proposed Solution
  • REAL (Rapid Engagement Through Accelerated Learning) Knowledge Model
  • Success and Failure Coexist: The James Webb Space Telescope
  • Pioneering Technology and Instrumentation
  • Expectations Versus Performance
  • Technology Readiness
  • Waiting for Assessments
  • JWST in Terms of REAL Knowledge
  • Conclusions
  • References
  • ch. 4 Processes: Still the Poor Relation in the Knowledge Management Family? / J.S. Edwards
  • Introduction
  • People, Processes, and Technology in Knowledge Management
  • Analyzing Examples of KM Failure and Success
  • Connections Between People and Business Processes
  • Connections Between People and Knowledge Processes
  • Connections Between Business Processes and Knowledge Processes
  • You Can't Win Them All!
  • Conclusions: Reflections on the Future
  • References
  • ch. 5 KM Successes and Failures: Some Personal Reflections on Major Challenges / A.K.P. Wensley
  • Introduction
  • Evolution of Knowledge Management

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