Knowledge Management in Organizations - Managing in the Knowledge Era

www.yigalchamish.com
yigal@yigalchamish.com
Yigal Chamish
Guiding to successful results
Knowledge Management:
Managing in the Knowledge
Era
February 2011

Yigal Chamish
Shalom!

Yigal Chamish
Short ‘History’
• A graduate of Bezeq College, Jerusalem 1970-
1975
• Army service - Telecommunication force 1975-1980
• 25 years of service:
– Ministry of communication 1980-1984
– Bezeq 1984-2004
• Role: Knowledge manager at Bezeq, The Israel
Telecom Corporation, E&P Division 1999-2004
• Retired from Bezeq – Oct. 2004
• BA Political Science, MA Business Administration

Yigal Chamish
What I do
• Management Consultant, lecturer and
researcher
• Help organisations to initiate, maintain and
implement Organisational Learning and
Knowledge Management processes and
programs aimed to increase effectiveness
• Specialized in Organizational effectiveness
and Capacity building, Knowledge
Management and Organizational Learning,
Web 2.0, Social Media and Social
Networks

Yigal Chamish
In regards of KM & OL
• Privileged to be amongst the very first
Knowledge Managers in Israel
• Establish, initiate and lead the ‘Israeli
Knowledge Management Forum’
2001-2010
– Today: Leads the “KM Body of
Knowledge and Methodology” team
• Well networked with the International
community of Knowledge
Management

Yigal Chamish
10 insights (you should know) on Knowledge
management
• KM is not about managing
Knowledge but rather
Managing in the Knowledge
Era
• Knowledge Management is
not a 'system‘
• Knowledge Management is
very hard to 'see' or to
demonstrate
• Know, Tell, Write
• 'Get to the point' Vs. Instant
• Knowledge is not an "It“
• Knowledge is for 'action',
not (only) for 'storage‘
• "You can
'get' Knowledge from
'knowers' – nicely, not with
power…“
• Knowledge Management
Statistics
is 'qualitative' rather
than 'quantitative‘
• Assist, enable and
encourage experts to meet
and talk – don’t force or
order them to do it…

Yigal Chamish
(If you really want to succeed in KM…)
Do not mention the two
words 'Knowledge Management'
within the organization…..

Yigal Chamish

Yigal Chamish
What we will talk about today
• Knowledge management & Organizational learning
– What is it?
– What it is not…
• KM & OL programs in Israel and abroad
• Personal Knowledge Management
– Why it starts here
• Organizational Knowledge Challenges for HR
leaders
• Knowledge sharing: examples, tips and tricks

Yigal Chamish
Knowledge Management
• Wikipedia: “Knowledge management (KM) comprises a
range of strategies and practices used in an
organisation to identify, create, represent, distribute, and
enable adoption of insights and experiences. Such
insights and experiences comprise knowledge, either
embodied in individuals or embedded in organisational
processes or practice.”
• Culture
• Processes
• Infrastructures
• It’s about Management
• It’s about Management in the Knowledge
Era

Yigal Chamish
• What the
organization
produces:
– Products
– Services
– Projects
– “Bottom lines”
• Knowledge
“products”
• How the
organization
produces:
– Processes
– Procedures
– Tools
– People (Culture)
• Knowledge
Management

Yigal Chamish
Knowledge Management – A Framework
in organizations
Core Processes
Supportive
Infrastructure Culture
Personal
Organizational
• Desktop Filing, Navigation,
Search
• RSS
• Online presence management
• Organizational Filing, Navigation,
Search
• Communities, Forums
• Content Management, Portals, Wiki

Yigal Chamish
Dave Snowden, September 2009
The purpose of Knowledge Management
• to provide support for improved
decision making and innovation
throughout the organization.
• This is achieved through the effective
management of human intuition and
experience augmented by the provision of
information, processes and technology
together with training and mentoring
programmes.

Yigal Chamish
Knowledge Management…

Yigal Chamish
Knowledge
Don’t know Know
Knowledge you
know that you don’t
know
(Known gaps)
Knowledge you
know that you know
(Tacit
knowledge)
Know
Knowledge you
don’t know that you
don’t know
)Unknown gaps)
Knowledge you
don’t know that you
know
(Explicit
knowledge)
Don’t
know

Yigal Chamish
•Organizational Culture
•Core processes
•Supportive
Infrastructures

Yigal Chamish
Data, Information, Knowledge
•43
•43 degrees Celsius
•Hot or cold
•Eilat?!

Yigal Chamish
Knowledge is for action
Not (only) for silos…

Yigal Chamish
Dave Snowden, , September 2009
The following guiding principles will be applied
• All projects will be clearly linked to operational and
strategic goals
• As far as possible the approach adopted will be to
stimulate local activity rather than impose central
solutions
• Co-ordination and distribution of learning will focus
on allowing adaptation of good practice to the local
context
• Management of the KM function will be based on a
small centralized core, with a wider distributed
network

Yigal Chamish
Dave Snowden
Seven principles about Knowledge Mnagamenet
• Knowledge can only be volunteered, it cannot be
conscripted
• We only know what we know when we need to know it
• In the context of real need few people will withhold their
knowledge
• Everything is fragmented
• Tolerated failure imprints learning better than success
• The way we know things is not the way we report we
know things
• We always know more than we can say, and we will
always say more than we can write down

Yigal Chamish
The business
environment,
today

Yigal Chamish
The Business Environment Today

Yigal Chamish
Leading the market > Knowledge
• No longer an individual asset
• Dynamic, Diffused, Developed
• Innovative
• Must be integrated and formulated
together
• Knowledge: Professionals collaborative
deliverable

Yigal Chamish
“…knowledge is
profoundly social…”
Larry Prusak,
19.11.2004,Tel-Aviv

Yigal Chamish
What managers face today?
Leading clever people

Yigal Chamish
Leading Clever People

Yigal Chamish
“Clever People”
• They know their worth
• They are organizationally savvy
• They ignore corporate hierarchy
• They expect instant access
• They are well connected
• They have a low boredom
threshold
• They won’t thank you….

Yigal Chamish
How we learn in the knowledge era?
How we learn?
• Create learning
environment that
enable, nurture,
respect learning,
knowledge,
experts and
learners
Knowledge Era
• Many experts
• Global
• Flatten hierarchies
• Asynchrony

Yigal Chamish
Tom Friedman
The World is Flat, 2005
Politicians have to work at educating
people on the new, flat world and what
they need to thrive in it. We need
leaders willing to inspire and explain.
Workers will need to become more
responsible for managing their own
careers, risks and economic security
and government must help them build
the necessary muscles to do that.

Yigal Chamish
From tacit to Explicit
• We always know, more that we can
tell (Michael Poalnyi)
• and we always tell more that we can
write down (Dave Snowden)
–Know
–Tell
–Write

Yigal Chamish
Generic Framework
and Guide Lines
for KM Program

Yigal Chamish
Generic KM Program
Guide Lines & Framework
• The Organization
– Main business, structure
• The Core Process
– The process, its ingredients, main
entities, relations
• The Organizational Need
– What is it? How it supports the process?

Yigal Chamish
Generic KM Program
Guide Lines & Framework
• The Knowledge Challenges
– “Positive”: saturation of knowledge, sources,
– “Negative”: Lack of knowledge, outdated
knowledge, non-comprehensive knowledge….
– Supportive and disruptive forces
• The KM & OL Program
– Vision, Targets & Goals, Objectives, main
activities, barriers and supportive forces

Yigal Chamish
Tips and lesson learned
• Think globally, act locally
• Focus, they are watching you…
• Choose (ONLY) one for start: Process, Project,
Issue,
• Success oriented
• Continuously facilitate, monitor, engage,
encourage, act, nurture
• Remember: It’s about people (and their knowledge)
…not about knowledge (regardless the people…)

Yigal Chamish
A Story on an Executive,
Management
and Knowledge
Awassa, Ethiopia
June 2007
The story

Yigal Chamish
The organizational need

Yigal Chamish
Creating new knowledge together

Yigal Chamish
Knowledge community
)Community of practice(

Yigal Chamish
Bezeq
The Israel telecom Corp.
A Story

Yigal Chamish
Summary
• Knowledge is social
• Knowledge must be nurtured in social
interactions between experts
• Social interactions form knowledge
networks
• Knowledge networks can be virtual or
face-to-face
• Executives should act as facilitators for the
necessary culture, processes and
infrastructure

Yigal Chamish
References list
• “Where did knowledge management
come from?”, Prusak, L.
• “Rendering knowledge”, Snowden, D.
• “Knowledge Management in
Organizations – What do we know
today?”, Chamish, Y.
• “Leading clever people”, Goffee & Jones

Yigal Chamish
Thank you and good luck!
972-50-5316151

Knowledge Management in Organizations - Managing in the Knowledge Era

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