ADVANCED KNOWLEDGE MANAGEMENT

LECTURE 1
IMPORTANCE OF TACIT AND EXPLICIT KNOWLEDGE

Knowledge Creation And Knowledge Architecture

Test Your Understanding

1. What is knowledge creation?

Is using the new knowledge acquired from ongoing experiences in a particular problem
area, in combination with the initial knowledge, to come up with extended knowledge
that should improve the quality and effectiveness of performing the same job the next
time around.

2. A job is more than a task. Do you agree? Give an example.

True. It is a series of specific tasks carried out in a specific order, format, or

sequence. Example: The job of procurement coordination requires several
tasks such as

(Planning short-term purchases, creating profiles for suppliers, selecting the best
supplier, tracking orders progress, ...etc).

3. How is knowledge created and transferred via teams?

Essentially, a team commits to performing a job with an initial knowledge

The team performs the job
Realizes outcome
Compares outcome to action before and after
New experience/ knowledge is gained
Knowledge captured and represented in a form usable by others
This new knowledge is reusable by same team on next job

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4. Explain the main impediments in knowledge sharing.

Personality

Attitude
Vocational rein forcers

Work norms

5. Explain the main steps in knowledge transfer.

A team gets together with initial knowledge. It performs a specific job

The job outcome is realized and is compared to action

A new experience or knowledge is gained
The new experience is captured and codified in a form usable by others
The new knowledge is reusable by the same team on the next job.

6. In your own words, define tacit knowledge capture. What makes it unique?

Knowledge capture is the process of extracting the knowledge of how an expert arrives at a
solution for a particular problem. This includes the actual steps and reasoning involved in
arriving at the solution as well as the subjective logic that an expert uses in addressing the
problem.

Knowledge capture is unique, in that the procedure does not follow an algorithmic flow or
a particular syntax to solve a problem.

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Are there any particular steps involved in knowledge capture? Explain briefly.

Knowledge capture involves three steps:

Using an appropriate tool to elicit the information from the expert. Extensive interview with the
expert usually accomplishes this step.

Interpreting the verbal information and inferring the experts underlying knowledge and
reasoning process. In this step, the knowledge developer decides where the information gathered
fits into the development process of the knowledge-based system. Throughout the interviewing
process, the knowledge developer gathers information on the experts rationale for arriving at a
decision. It is important that the knowledge developer thoroughly questions the expert on all
angles of the problem domain.

Taking the results from step two and using it to build the rules that represent the experts thought
process or solutions. This step may require several checks to ensure the resulting system meets
the needs of the user and has captured the expert as closely as possible. Flowcharts, flow
diagrams, decision trees, decision tables, and other graphic representation can be used to depict
the rules for the experts solution.

8. How would one identify expertise?

The collection of the several indicators of expertise would help the knowledge developer
identify who would be an appropriate expert for a problem domain. These include:

a. Genuine respect from peers with regard to the experts decisions as good decisions
b. People consult the expert when a problem arises
c. Admitting to not knowing everything about a problem which demonstrates his or her

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d. confidence and provides a realistic view of limitations, avoiding irrelevant

information and focusing on the facts.
e. Working with a clear focus
f. Being able to explain the information to different audience levels.
g. Depth of detail and exceptional quality in explanations
h. Demonstrating no arrogance regarding personal credentials
i. Years of experience
j. Strong ties with people in power

9. Working with experts requires certain skills and experience. What suggestions or
advice would you give to an inexperienced knowledge developer concerning:

a. working with or approaching an expert

b. preparing for the first session

A and b are interrelated in the overall effort and interactions with the expert(s). Any knowledge
developer, no matter how well experienced, must educate himself or herself in the experts area
and be fully prepared for the knowledge acquisition phase. Perceptions are extremely important
in knowledge capture. If the

10. Working with multiple experts has definite benefits and limitations. Cite an example in
which the use of multiple experts is a must. Explain your choice.

An example in which the user of multiple experts is a must could be for development of a
knowledge-based system to predict the next direction of a given stock on the New York Stock
Exchange. The reasons you would need multiple experts are the complexity of the problem
domain, listening to a variety of views on stock exchange theory and behavior before attempting
an approach or a solution. With this example, there is no single individual who is an expert in all
aspects of the company stocks or the stock exchange or even the economy.

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