hii please check the files attached below. i need some activites to be done and i have attached the lessons according to the activity each answer should me atleast 5-6 lines.
PowerPoint Presentation 1Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Copyright © 2015 - 2018, Victorian Institute of Technology. The contents contained in this document may not be reproduced in any form or by any means, without the written permission of VIT, other than for the purpose for which it has been supplied. VIT and its logo are trademarks of Victorian Institute of Technology. Copyright © 2018 VIT, All Rights Reserved KNOWLEDGE MANAGEMENT PROCESS: KNOWLEDGE CAPTURE 2Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Topics • Introduction • Tacit Knowledge Capture – Interviewing – Stories – Learning by Being Told – Learning by Observation – Brainstorming – Protocol Analysis – Consensus Decision Making – The Repertory Grid – Nominal Group Technique (NGT) – Delphi Method – Concept Mapping – Blackboarding 3Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Introduction 4Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Introduction (Cont…) • In knowledge capture, a distinction needs to be made between the capture or identification of existing knowledge and the creation of new knowledge. In most organizations, explicit or already identified and coded knowledge typically represents only the tip of the iceberg. Traditional information systems departments deal primarily with highly structured (records or forms-oriented) data that makes up much less than 5% of a company’s information. • In knowledge management, we need to also consider knowledge that we know is present in the organization, which we can then set out to capture. There remains, however, that interesting area of knowledge that we do not know about. This as-yet-unidentified knowledge will require additional steps in its capture and codification. 5Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Introduction (Cont…) • Finally, there is knowledge that we know we do not have. We will need to facilitate the creation of this new, innovative content. • Capturing the knowledge in an organization is not purely about technology. Indeed, many firms find that IT plays only a small part in ensuring that information is available to those who need it. The approach needed depends on the kind of business, its culture, and the ways in which people solve problems. Some organizations generally deliver standard products and services, while others are constantly looking for new ways of doing things. • Knowledge capture can therefore span a whole host of activities, from organizing customer information details into a single database to setting up a mentoring program. 6Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Introduction (Cont…) • Finally, there is knowledge that we know we do not have. We will need to facilitate the creation of this new, innovative content. • Capturing the knowledge in an organization is not purely about technology. Indeed, many firms find that IT plays only a small part in ensuring that information is available to those who need it. The approach needed depends on the kind of business, its culture, and the ways in which people solve problems. Some organizations generally deliver standard products and services, while others are constantly looking for new ways of doing things. • Knowledge capture can therefore span a whole host of activities, from organizing customer information details into a single database to setting up a mentoring program. 7Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Introduction (Cont…) • We need to capture both types of knowledge—explicit and tacit. Knowledge capture cannot therefore be a purely mechanistic “add-on” because it has to do with the discovery, organization, and integration of knowledge into the “fabric” of the organization. Knowledge has to be captured and codified in such a way that it can become a part of the existing knowledge base of the organization. 8Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Introduction (Cont…) • Without doubt knowledge capture may be difficult, particularly in the case of tacit knowledge. Tacit knowledge management is the process of capturing the experience and expertise of the individual in an organization and making it available to anyone who needs it. The capture of explicit knowledge is the systematic approach of capturing, organizing, and refining information in a way that makes information easy to find, and facilitates learning and problem solving. Knowledge often remains tacit until someone asks a direct question. At that point, tacit can become explicit, but unless that information is captured for someone else to use again at a later date, learning, productivity, and innovation are stifled. 9Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Introduction (Cont…) • Once knowledge is explicit, it should be organized in a structured document that will enable multipurpose use. The best KM tools create knowledge and then leverage it across multiple channels, including phone, e-mail, discussion forums, Internet telephony, and any new channels that come online. A wide variety of techniques may be used to capture and codify knowledge. 10Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Tacit Knowledge Capture • Tacit Knowledge Capture at Individual and Group Levels – The approach used to capture, describe, and subsequently code knowledge depends on the type of knowledge: • Explicit knowledge is already well described, but we may need to abstract or summarize this content. • Tacit knowledge, on the other hand, may require much more significant up-front analysis and organization before it can be suitably described and represented. The ways in which we can tackle tacit knowledge range from simple graphical representations to sophisticated mathematical formulations. 11Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Tacit Knowledge Capture (Cont…) • The major tasks carried out by knowledge engineers included: – Analyzing information and knowledge flow. – Working with experts to obtain information. – Designing and implementing an knowledge management system. • On the other side were the subject matter experts, and they had to be able to: – Explain important knowledge and know-how. – Be introspective and patient. – Have effective communication skills. 12Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Tacit Knowledge Capture (Cont…) • Example – Experts were often participants in knowledge engineering sessions in order to cover the range of expertise they represented, to validate the content, to provide different perspective, and so on. – A number of group knowledge acquisition techniques were developed and used successfully with such groups. These approaches would be a perfect fit for knowledge acquisition at the community of practice level. 13Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Tacit Knowledge Capture (Cont…) • Artificial intelligence researcher, Parsaye (1988), outlined the following three major approaches to knowledge acquisition from individuals and groups: – Interviewing experts. – Learning by being told. – Learning by observation. • All three approaches are applicable to tacit knowledge capture, but no one approach should be used to the total exclusion of the others. • In many cases, a combination of these approaches will be required to capture tacit knowledge. 14Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Tacit Knowledge Capture (Cont…) • Interviewing Experts: Two of the more popular techniques for optimizing the interviewing of experts are – structured interviewing – stories 15Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Tacit Knowledge Capture (Cont…) – Structured Interviewing: Structured interviewing of subject matter experts is the most often used technique to render key tacit knowledge of an individual into more explicit forms. In many organizations, structured interviewing is performed through exit interviews that are held when knowledgeable staff near retirement age. Content management systems are well suited to publishing their lessons learned and best practices accumulated over their years of experience at the organization. 16Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Tacit Knowledge Capture (Cont…) – Structured interviewing techniques require strong communication and conceptualization skills. In addition, interviewers need to have a good grasp of the subject matter at hand. These sessions yield specific data that is often declarative in response to focused questions. Structured interviews may also be used to clarify or refine knowledge originally elicited during unstructured interactions. The interviewer should outline specific goals and questions for the knowledge acquisition session. The interviewee should be provided with session goals and sample lines of questioning but usually not the specific questions to be asked. – Two major types of questions are used in interviewing: open and closed questions. • Open questions tend to be broad and place few constraints on the expert. They are not followed by choices because they are designed to encourage free response. These types of questions allow interviewers to observe the expert’s use of key vocabulary, concepts, and frames of reference. 17Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Tacit Knowledge Capture (Cont…) • The expert can also offer information that was not specifically asked for. Some examples would be: – How does that work? – What do you need to know before you decide? – Why did you choose this one rather than that one? – What do you know about.. – How could . . . be improved? – What is your general reaction to…? • Closed questions set limits on the type, level, and amount of information an expert will provide. A choice of alternatives is always given. A moderately closed question would be something like: “which symptom led you to conclude that . . . ?” A very strong closed question is one that can only be answered by yes or no. 18Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Tacit Knowledge Capture (Cont…) – The structured interviewing process is primarily a people-focused one, and as such, techniques that serve to facilitate the interactions can greatly contribute to the successful outcome of such sessions. 19Copyright © 2018 VIT, All Rights Reserved[Lesson 4]MITS5505 Copyright © 2018 VIT, All Rights Reserved Tacit Knowledge Capture (Cont…) – Reflective listening helps in cases where words may have multiple meanings. The interview participants may hold very different mental models, and personal characteristics such as background, attitude, training, and level of comfort with current position in the organization, may influence how an expert communicates his or her knowledge. The four major techniques used in reflective listening include paraphrasing, clarifying, summarizing, and reflecting feelings. – Reflective listening helps in cases where words may have multiple meanings. The four major techniques used in reflective listening