Trends in Enterprise Knowledge Management

Transcription

1 Trends in Enterprise Knowledge Management Edited by Imed Boughzala Jean-Louis Ermine Series Editor Pierre-Noël Favennec

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3 Trends in Enterprise Knowledge Management

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5 Trends in Enterprise Knowledge Management Edited by Imed Boughzala Jean-Louis Ermine Series Editor Pierre-Noël Favennec

6 First published in France in 2004 by Hermes Science/Lavoisier entitled Management des connaissances en entreprise First published in Great Britain and the United States in 2006 by ISTE Ltd Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the Copyright, Designs and Patents Act 1988, this publication may only be reproduced, stored or transmitted, in any form or by any means, with the prior permission in writing of the publishers, or in the case of reprographic reproduction in accordance with the terms and licenses issued by the CLA. Enquiries concerning reproduction outside these terms should be sent to the publishers at the undermentioned address: ISTE Ltd ISTE USA 6 Fitzroy Square 4308 Patrice Road London W1T 5DX Newport Beach, CA UK USA GET and LAVOISIER, 2004 ISTE Ltd, 2006 The rights of Imed Boughzala and Jean-Louis Ermine to be identified as the author of this work has been asserted in accordance with the Copyright, Designs and Patents Act Library of Congress Cataloging-in-Publication Data Management des connaissances en entreprise. English. Trends in enterprise knowledge management / edited by Imed Boughzala [and] Jean-Louis Ermine. p. cm. Includes bibliographical references and index. ISBN-13: Intellectual capital--management. 2. Knowledge management. I. Boughzala, Imed. II. Ermine, Jean-Louis. III. Title. HD53.M '038--dc British Library Cataloguing-in-Publication Data A CIP record for this book is available from the British Library ISBN 10: ISBN 13: Printed and bound in Great Britain by Antony Rowe Ltd, Chippenham, Wiltshire. Cover photo: created by Atelier Isatis, Dijon, France.

7 Table of Contents Preface PART 1. Introduction Chapter 1. Introduction to Knowledge Management Jean-Louis ERMINE 1.1. Introduction Knowledge: a strategic value for the firm Objectives of KM KM: a new and complex approach The two types of approaches to KM Knowledge elicitation Tacit knowledge elicitation Knowledge extraction Supporting technologies for explicit (elicited) KM Tacit KM The functioning modes of knowledge communities Knowledge community supervision Supporting technologies for knowledge communities The key factors of success in KM processes The water lily strategy The pilot project(s) The federation of KM projects Project deployment Change factors

8 6 Trends in Enterprise Knowledge Management 1.4. KM: an action for continuous progress Knowledge cartography The repository of KM processes The KM actions Piloting processes and actions Conclusion Bibliography Chapter 2. Can One Identify and Measure the Intangible Capital of the Enterprise? Patrick EPINGARD 2.1. The intangible capital: an essential and elusive concept Immaterial measurement: a theoretical enigma? Conclusion References Chapter 3. Complexity Theory: Dynamics and Non-Linearity are the Only Reason for Knowledge Management to Exist Walter BAETS 3.1. Introduction The knowledge era The complexity paradigm What should be understood by KM: the corporate view Research perspective on KM References PART 2. Academic Studies Chapter 4. Value Creation through Intangibles: Emerging Good Practice Nigel COURTNEY, Clive HOLTHMAN and Chris HENDRY 4.1. Introduction A remedy for our times Dispensing with the mystery Value creation in the 21 st century Selecting an approach Taking a balanced view Evidence of good practice Theme 1: brand value B&Q Whitbread

9 Table of Contents Theme 2: knowledge Bloomberg The UK Fire & Rescue Service Theme 3: innovation Intercos mmo Theme 4: reporting intellectual capital Austrian Research Centers (ARC) Celemi Key messages About the authors References Chapter 5. Learning-by-Doing Knowledge Externalization: From Boundary Objects to the Emergence of Tacit Knowledge Jean-Michel VIOLA and Réal JACOB 5.1. Learning-by-doing KM A process of externalization: knowledge strategy at Power Corp Mapping as a knowledge audit and mapping as scenario planning Criticality assessment scales as decision rules Modeling as a learning tool, as co-creation of knowledge Plans as road maps addressing more specifically the need for tacitness The tacit output of externalization: the importance of boundary objects Externalization creates critical boundary objects Refining the classical definition of tacit knowledge Tinkering Judgment Connectivity Coordination Conclusions and lessons learned Bibliography Chapter 6. Approaches and Methods for Valuing Knowledge Management Performance Aurélie DUDEZERT 6.1. KM performance: the aims of an evaluation The knowledge-based view: a theoretical relation between KM and organizational performance What is performance for KM? What is KM?

10 8 Trends in Enterprise Knowledge Management 6.2. Method of research and inquiry Macro-organizational approaches to valuing KM performance The competitive performance of KM The financial performance of KM Micro-organizational approaches to valuing KM performance The process-based approach to the performance of KM The systemic approach to the performance of KM Conclusion References Chapter 7. ICIS for Knowledge Management: The Case of the Extended Enterprise Imed BOUGHZALA 7.1. Introduction Concepts and definitions Inter-company co-operation and the extended enterprise ICIS and KM MeDICIS Models for ICIS design The business model The co-operation model The agent model The communication model The co-ordination model The CPS model Discussion MeDICIS life cycle Conclusion About the author References Chapter 8. Knowledge Management and Environment Scanning: A Methodological Guide to Improving Information Gathering Thierno TOUNKARA 8.1. Introduction Modeling of the interaction process between the corporate knowledge of the firm and its environment General approach Requirements specification for environment scanning Description of the approach

11 Table of Contents Knowledge book Methodological tools Methodological tools for MASK application Classification of the knowledge to be modeled according to the type of environment scanning Case study: Renault Construction of axes Construction of a partition Methodological tools for the elaboration of a partition The grid of criteria for the grouping of the models into classes The grid of semantic links Renault case study: an example of grouping by connectivity Extraction and grouping of information into classes Identification of themes Qualitative evaluation grid for the criticality of themes Approach and illustration Construction of the visual synthesis Elaboration of the environment scanning focus Evaluation of our approach Conclusion References Chapter 9. The Concept of Ba within the Japanese Way of Knowledge Creation Pierre FAYARD 9.1. A Japanese concept Elementary, my dear Watson! The Human Health Care (HHC) program Shaping a new way of functioning for organizations References Further reading PART 3. Club Workshop Studies Chapter 10. The Knowledge Maturity Model Jean-François TENDRON Introduction Work methodology of the commission on Aspects économiques de la gestion des connaissances (economic aspects of KM) The Knowledge Maturity Model (KMM)

12 10 Trends in Enterprise Knowledge Management Use of the KMM Raising consciousness about KM Evaluation of a community s maturity in terms of KM Example of evaluation Example of reactions Perspectives Conclusion References Chapter 11. Knowledge Mapping: A Strategic Entry Point to Knowledge Management Gérard AUBERTIN Why map corporate knowledge? What knowledge and competencies should be mapped? How is knowledge/competency mapping performed? Defining the mapping goal Identifying knowledge Conceptual approach to identifying knowledge Process-based approach to identifying knowledge Identifying knowledge using automatic mapping tools Building the areas of the knowledge map Representing knowledge: the area-based mapping model Formal model The graphical model What are the operational uses and mapping tools? Knowledge mapping and criticality study Defining criticality The criticality study as risk assessment Defining critical factors Preparing an assessment schedule and performing the criticality study Calculating area criticality Different critically average values Assessments differences Non-discriminating criterion Analyzing results How to manage a mapping project Opportunity study Managing change Action principles Conclusion Bibliography

13 Table of Contents 11 Chapter 12. Knowledge Management and Innovation (Innovation Maturity Model) Jean-Marie BEZARD Introduction The evolution and path dependence hypothesis Innovation factors Case studies The Innovation Maturity Model (IMM) Conclusion References Chapter 13. Technology and Knowledge Management (Technology Maturity Model) Olivier LEPRETRE Introduction Knowledge diffusion vehicle The limits of the diffusion of knowledge The need for global vision The Technology Maturity Model (TMM) Following a TMM approach Application of TMM References PART 4. Case Studies Chapter 14. Once-upon-a-time Knowledge Management at Mann+Hummel Automotive France Nathalie LE BRIS The increasing importance of knowledge sharing for Mann+Hummel France An approach based on core knowledge cartography What are the needs of the employees? A cartography that allows us to build an action plan Actions from the Nonaka virtuous circle A well appreciated approach Implementation of lessons learned Knowledge explicitation Sharing of explicit knowledge Direct transfer of knowledge KM: an everyday task based on people more than on technology

14 12 Trends in Enterprise Knowledge Management Chapter 15. Thales System Engineering Community of Practice: A Knowledge Management Approach Cécile DECAMPS and Michel GALINIER Introduction The knowledge sharing approach The Systems Engineering Community of practice at Thales Why is there a KM portal dedicated to the Systems Engineering Community? The Systems Engineering portal Functionalities supporting SE community animation and management Functionalities supporting access to SE community people and competencies Functionalities supporting access to documents and other kinds of content Rolling out/organization The associated support organization Balance and perspectives Bibliography Chapter 16. Appraising the Knowledge in a Radio-pharmacy Center based on Process Mapping and Knowledge Domain Cartography Rita Izabel RICCIARDI and Antonio Carlos DE OLIVEIRA BARROSO Introduction The importance of knowledge identification and evaluation within organizations The case study History and context of the Radio-pharmacy Center The Center profile and key comments on its knowledge issues The KM project Study of processes Knowledge identification ( enabling knowledge ) Construction of the knowledge cartography Criticality analysis Setting up a KM plan of action References

15 Table of Contents 13 Chapter 17. Case Study: Knowledge Preservation for a Nuclear Reactor Marta EPPENSTEIN Introduction Atucha-type reactors Practical approaches Strategy analysis Different approaches to the map Identification of knowledge axes Identification of the critical knowledge: approaches Rare or unable of replacement Usefulness for the company Difficult to obtain Difficult to use Building the knowledge map Knowledge server Technical development: analysis factors Knowledge transfer and capitalization Human resources Conclusion References Further reading The Authors Index