00:00:18
okay so in the next part with we are going
to move to defining what is knowledge management
00:00:24
till late we have been talking about what
is knowledge different kind of knowledge how
00:00:28
to convert knowledge and these kind of things
now what we are going to do is to move from
00:00:34
knowledge to knowledge management so what
is knowledge management knowledge management
00:00:38
is also a process through which we are able
to capture and use the knowledge that is required
00:00:45
by the business
00:00:47
so that is basically helps you to become more
efficient not just effective now if you look
00:00:51
at second part which is doing the right things
doing the right means you are going to be
00:00:56
more efficient than doing the right things
right that is you are going to be effective
00:01:01
so that is where the knowledge management
makes a difference
00:01:04
that is you are going to be more innovative
more effective more productive and that is
00:01:08
what i mean by doing the right things now
in this case we have to see that what are
00:01:13
the different processes that the company adopts
and whether we can treat them as knowledge
00:01:19
process or not because through each process
you are going to generate something that is
00:01:23
new which is going to help you to be effective
00:01:26
so here we are treating each process or each
business process which company follows is
00:01:34
as a knowledge process and in this context
any business process related to any function
00:01:40
can be treated as a knowledge process say
for example how are we going to recruit people
00:01:44
is there a recruitment process
00:01:47
now if you look that the recruitment process
whether the recruitment process is going to
00:01:53
help you to recruit quality talented people
or not okay and whether you are going to make
00:02:00
certain change in the process to make it more
efficient so once go through this process
00:02:05
you also come to know that how it can be made
more efficient so that you get better quality
00:02:10
people
00:02:11
now this becomes a knowledge process that
how are going to recruit more efficient people
00:02:15
in the organization and in the process you
can also go about changing the recruitment
00:02:20
process using knowledge and experience as
a base now if you look at knowledge management
00:02:29
system it includes certain parts like creation
dissemination upgrading and using that knowledge
00:02:38
for growth and development of the organization
00:02:41
now the first part is knowledge creation that
is very creating knowledge disseminate where
00:02:47
you pass in the information to those who require
it upgrading of knowledge means that you are
00:02:52
going to continuously update the knowledge
base whether the database or the knowledge
00:02:57
system that you have it because the nature
of knowledge itself is very dynamic
00:03:02
nature of knowledge keeps on changing over
a period of time new knowledge comes in in
00:03:06
every domain every function every area so
what you need to do is keep on upgrading the
00:03:11
knowledge system so that you become relevant
knowledge systems or knowledge management
00:03:16
systems become more relevant
00:03:19
and then the most important thing is that
using that knowledge for the growth and development
00:03:25
of the organization if you are not going to
apply whatever knowledge is there is archive
00:03:29
in your system for the growth and development
organization then there is no point in creating
00:03:34
a knowledge management system to the organization
that is why knowledge management system is
00:03:39
very very important
00:03:40
now if you look at the last point it says
part science part science it means that it
00:03:45
is based on knowledge and skill both so knowledge
is a science part and skill is however you
00:03:53
are going to make use of science part and
part luck the effectiveness or the performance
00:04:01
of the knowledge system sometimes also depends
upon the chance
00:04:06
because the nature the environment keeps on
changing even if you have a knowledge management
00:04:10
system it may not work tomorrow so you have
to see that how good and efficient knowledge
00:04:15
management system evolving and knowledge management
system that are created based upon your knowledge
00:04:21
experience and the applications
00:04:24
and if that is so than you are going to be
more lucky otherwise not so when i am saying
00:04:28
part luck means yes partly it is also depends
on your luck if the nature or the environment
00:04:34
changes then whatever knowledge that created
may not be very very useful
00:04:38
now i am trying to define knowledge management
system based on our earlier discussion now
00:04:44
if you look at it says that it is managing
the organisation knowledge both explicit and
00:04:50
tacit we have already discussed about what
is explicit knowledge and what is tacit knowledge
00:04:57
so organisation knowledge does not only include
explicit but also tacit knowledge ok through
00:05:03
the process we are going to create a system
00:05:07
creating structuring disseminating and applying
knowledge to enhance organisation performance
00:05:12
and create it now if you look at the second
part it says or it talks about the knowledge
00:05:18
management system so you need to have a knowledge
management system in place to create knowledge
00:05:25
to structure knowledge
00:05:27
that is to archive that knowledge in a particular
system disseminate also need to see that what
00:05:32
is the retrieval process and what is the process
of using that knowledge to enhance performance
00:05:39
of organisation because if you are not able
to apply that knowledge or you not able to
00:05:46
retrieve that information from archive you
cannot use it so each part all the four part
00:05:51
of the processes are very very important
00:05:54
so the four different parts of the knowledge
management that is knowledge creation process
00:05:59
how the knowledge is created in the organization
see most of the organization use knowledge
00:06:03
base databases but they are not aware that
they have these knowledge bases so you need
00:06:08
to tell them okay that these are the knowledge
that the organization has
00:06:12
then structure structure that is where it
systems helps you to archive the knowledge
00:06:17
or the databases okay into a system using
technology so that you are able to store that
00:06:25
knowledge in a structure form when you are
talking about structure of knowledge you have
00:06:29
to see that how the knowledge is organized
codified and classified in a particular form
00:06:35
so that retrieval is easy so this is related
to what you call structuring
00:06:40
now the third part is dissemination dissemination
is basically related to the retrieval process
00:06:45
what is the process of getting back the information
from a structured part that is from the archive
00:06:53
so this has to be a technology in our system
through which you are able to retrieve relevant
00:06:59
and contextual information which you can make
use of it
00:07:02
and the fort of fourth part is fourth part
is applying knowledge and that is where you
00:07:07
are going to make use of knowledge to create
better performance to be more efficient and
00:07:14
productive and that is how you are going to
create value to the organization see ultimately
00:07:19
why you need the knowledge management system
in the organization
00:07:22
the idea is that you are going to use this
knowledge management system to create value
00:07:27
in terms of increasing growth development
market value whatever it is so if you are
00:07:33
able to create value it means that you are
going to increase the bottom line the performance
00:07:38
and effectiveness of the organization then
only it is good or you are going to have an
00:07:43
efficient knowledge management system okay
00:07:46
now another thing that is required for having
a good knowledge management system is transformation
00:07:52
in the culture so what kind of culture you
require in the organization there are two
00:07:58
kinds of things that require that you need
to create knowledge sharing culture knowledge
00:08:04
sharing culture means where people need to
share their knowledge with each other and
00:08:07
that is how this tacit knowledge goes to other
form other people as a tacit knowledge or
00:08:15
into explicit form
00:08:16
and that is where you are able to transform
tacit into explicit form now the question
00:08:23
is that how are we going to create a knowledge
sharing culture in the organization the knowledge
00:08:27
sharing culture can be created in the organization
through relationships through dialogue calling
00:08:32
the best practices interactions relationships
with teams working effectively so these are
00:08:41
the different processes that would be used
by the organisation
00:08:48
and you need to create a culture so that people
are ready to share the knowledge and another
00:08:52
important issue is that when i am talking
about organisational culture what kind of
00:08:56
culture is required and you need a culture
so that people are ready to share their knowledge
00:09:01
with each other that you need to create a
climate in the organisation where the perception
00:09:07
of risk and threat is minimized one
00:09:10
second is it also needs to create a culture
where people are more creative and innovative
00:09:16
it means you need to create a culture that
is more entrepreneurial and market oriented
00:09:21
in this context what will happen people will
come forward and for that you also need you
00:09:27
need to link this with the reward system
00:09:30
so collaboration and reward system is very
important for people to come forward and share
00:09:36
their knowledge if you have collaborative
system you have dialog you have relationships
00:09:42
through which people share their knowledge
what is required for this is trust you need
00:09:48
to develop exercises or you need to build
up teams cohesive teams you need to also look
00:09:57
into group dynamics factors so that people
work with each other
00:10:00
or willingly ready to share the knowledge
with each other otherwise what will happen
00:10:04
you will not be able to transform the culture
in the organisation and people will not share
00:10:09
their knowledge and another important thing
is structure apart from organization culture
00:10:15
you also need to create a culture sorry structure
00:10:18
but what i mean by structure is the structure
of the organization structure basically talks
00:10:24
about the reporting relationships so you need
to create a structure where there is a more
00:10:33
integration and coordination across levels
in the hierarchy okay so if you have to see
00:10:41
that the structure facilitates effective performance
because if you have created the structure
00:10:47
which creates barriers and road blocks then
you cannot expect people to come forward okay
00:10:54
so you need to develop a structure which is
less rigid and less formal where people are
00:11:01
empowered okay and people are ready to solve
problems learning takes place learning is
00:11:07
facilitates learning is facilitated okay and
people are going to take decision either individually
00:11:13
or collectively in a group so that it is going
to help you to create knowledge
00:11:19
not only create knowledge but other forms
of knowledge so the structure is the enabler
00:11:23
that is you have to develop a structure where
people are more empowered decision making
00:11:30
is decentralized okay span of control is very
less you have more informal system compared
00:11:39
to a more formal rigid system
00:11:42
so you need to develop an organized structure
compared to mechanical structure and that
00:11:47
helps in certain things which are basically
facilitators for the knowledge management
00:11:54
and the most important thing is leveraging
value through intellectual capital now when
00:11:58
i am talking about intellectual capital which
is nothing else but consists of different
00:12:03
kinds of capital which is there with the people
relationship and the structure of the organization
00:12:09
so you are going to see that how you are going
to make use of this intellectual capital including
00:12:12
human capital through reusing it means that
you need to regularly use this capital in
00:12:17
order to grow and develop okay that is where
intellectual capital also plays an important
00:12:22
role to facilitate knowledge management system
00:12:25
next time i am going to talk about where the
knowledge management system lies and how it
00:12:31
is related to different kind of things now
if you look at this graph you can see it is
00:12:37
related with different kind of things like
business transformation where you go for business
00:12:41
process reengineering total quality management
changing the culture okay
00:12:45
and that is where it is related to knowledge
management innovation because knowledge management
00:12:51
is what it is creating new things production
processes and that is where you are going
00:12:56
to relate with the innovation knowledge management
i have already talked about is related information
00:13:02
management
00:13:03
there is a difference between information
management and knowledge management information
00:13:06
management means you have database which is
organized codified and classify in certain
00:13:12
class so if this organized database if it
is used in a context and applied to perform
00:13:20
the outlet effectively basically you are using
knowledge or knowledge management system which
00:13:26
is basically derived from the information
management system
00:13:29
then you also develop knowledge based systems
what are these knowledge based systems they
00:13:34
could be teams they could be organizations
they could be things in organization system
00:13:39
and processes which creates knowledge so they
are basically knowledge based system because
00:13:44
these knowledge based system are like r and
d systems
00:13:47
r and d systems basically knowledge based
systems job of r and d system is to create
00:13:53
knowledge then knowledge management is also
related to intellectual capital or assets
00:13:59
of capital since knowledge resides with the
people are the human and that is why we related
00:14:04
with the intellectual capital of the organization
00:14:07
knowledge management is also related to learning
the organisation means those companies which
00:14:12
have been engaged in knowledge management
activities they continuously try to invite
00:14:17
and improve themselves to remain viable grow
and develop right and that is what learning
00:14:23
organisation means because if we define learning
organization it says those organization can
00:14:29
be called learning organization continuously
and innovative both cases
00:14:34
but it is not an end state it means tomorrow
if today if you are learning organisation
00:14:37
not necessary tomorrow you are going to be
learning organisation it is a cycle it means
00:14:42
you need to continuously innovate and improve
yourself to remain viable and to create a
00:14:48
position for yourself which cannot be undermine
by others and that is how you achieve competitive
00:14:54
advantage also
00:14:55
so knowledge management system can help you
to be efficient in terms of innovation and
00:15:01
other things and that is where you try to
become a learning organization and on continues
00:15:05
basis and not just at a particular stage okay
00:15:10
now many questions have been asked by organization
why we need to move to a knowledge management
00:15:16
system why we require a knowledge okay why
companies should go and end up in knowledge
00:15:23
system in a organization the first point i
am saying is knowledge management is the key
00:15:31
source for organization for economic strength
of a country or anything like that
00:15:35
it means that knowledge is the only resource
which is the most important resource for any
00:15:40
organisation including a nation because it
has certain characteristics see the knowledge
00:15:46
which resides with a company or an organisation
cannot be imitated cannot be copied and that
00:15:54
is where knowledge becomes the only source
of competitive advantage for any organization
00:16:00
or for any institution
00:16:01
so provides system to the organization as
well as to the country and it cannot be compared
00:16:10
with any other kind of resources in the organization
okay it is fundamentally different from other
00:16:17
e-resources of the organisation or economist
like labour land and even capital why because
00:16:24
if you look at these resources what you call
land labour even machines or even the money
00:16:31
what happens to these resources the value
of these resources depreciates over a period
00:16:36
of time but value of knowledge increases over
a period of time okay and that is how it is
00:16:42
different from other resources now if the
organization is based on knowledge then the
00:16:51
performance of that organization is going
to be much better than any other organization
00:16:56
and that is why drucker says that performance
is not capacity if not the survival of any
00:17:02
organization in the knowledge society will
come increasingly depend upon these two factors
00:17:08
that is knowledge and capital okay so what
i mean to say is that if you look at these
00:17:15
statement is suggest that yes if companies
have knowledge management systems they are
00:17:20
going to be more efficient they are going
to survive okay in an unpredictable environment
00:17:28
now moving from this so what are the factors
which have been driving away the organization
00:17:34
to become knowledge management systems see
many indian organizations including it organizations
00:17:41
defence labs r and d labs had try to develop
and knowledge management system whether it
00:17:49
is infosys or whether it is ibm or whether
it is ongc or defence labs
00:17:54
most of these technologies driven organization
have gone for creating a knowledge management
00:18:00
system now the thing is that why these companies
have moved to have a knowledge management
00:18:04
system at first place okay now if you look
at this four factors which we have been discussed
00:18:10
now is basically or the forces which have
motivated or driven companies to move to create
00:18:18
a knowledge management system in the organization
00:18:21
and these include increasing domain complexities
what does it mean domain complexities the
00:18:28
domain the environment in which most of the
organisations were prevailing has become more
00:18:33
and more complex okay not only the internal
domain but also the external domain internal
00:18:43
domain has some change in terms of systems
process and technology which companies has
00:18:46
been adopting okay
00:18:48
external domains the environment in which
the companies have been the companies operating
00:18:54
so the internal and external environment has
been changing constantly and this has created
00:19:00
more complexity when we say complexity it
means the frequency at which these factors
00:19:08
are changing are much more at the same time
there a lot of factors internal external environmental
00:19:16
factors which are at work
00:19:18
and they are creating more and more complexity
in the environment and also in the organisation
00:19:24
and because of this it is at has become important
for organization to have knowledge management
00:19:29
system otherwise what will happen they will
not be able to cope with the challenges of
00:19:34
the organization okay
00:19:35
and knowledge is the only source which can
help them to compete and that is why they
00:19:40
want to create knowledge management system
so that they can make use of it to survive
00:19:45
and grow now another important factor related
to the market which is an external environmental
00:19:52
factor okay market volatility market has become
has become very very volatile because the
00:19:58
changes that is happening in the market
00:19:59
now because of the market are at risk and
lot of changes have been happening in the
00:20:06
market it has created a situation where organisations
were not able to understand what to do how
00:20:13
to cope with the changes or how to perceive
the risk that is associated in the market
00:20:19
and act upon is very very difficult but if
they have a knowledge base it would help them
00:20:26
because they can have database is where they
have documented proof for the how the company
00:20:32
has dealt with market oriented in the past
00:20:36
and that kind of information can help them
get them some input that how to use that databases
00:20:42
of that information to work in the current
market context i give an example see if you
00:20:50
look at the stock market the stock market
value keep on changing okay the latest example
00:20:56
that i can give you is after the election
when president trump has won most the market
00:21:04
fell down
00:21:06
this is market oriented when anything that
is happening in the political environment
00:21:11
of the nations it has the direct impact on
the economy of the nation now in face of a
00:21:21
continuous change of flux in the stock market
how you are going to create or stabilize things
00:21:28
for your organisation so if you know if you
have information both explicit form and tacit
00:21:35
form that is going to help you to see that
how you are going to cope up with the changes
00:21:40
that is happening in the market
00:21:43
next is responsiveness speed of responsiveness
see lot of changes that is happening in the
00:21:49
organization and the way people respond responsing
to the changes is very very important see
00:21:57
if you look at the product life cycle i am
just taking one example to explain what is
00:22:02
happening to the product life cycle it is
getting shorten and shortened if it is not
00:22:09
going to respond to this kind of behaviour
of the product what will happen you will not
00:22:14
be able to offer good products innovative
products which have better future to the customers
00:22:19
and then if your speed of responsive is low
in offering new product to the customers and
00:22:26
offer new service to your customers you will
land there right so speed of responsiveness
00:22:31
is not only in offering products but also
in services how fast you can provide better
00:22:36
customer service that is equally important
not only selling the product but also providing
00:22:41
after sales services
00:22:42
so speed of responsiveness it is also not
only related to the speed also the quality
00:22:48
of what is your response is there all these
factors basically very very important when
00:22:54
i am talking about speed of responsiveness
whether it is of offering products new products
00:22:59
customer care services quality of services
so all these are important if you are not
00:23:04
able to compete with the help of these things
probably will not be able to survive anymore
00:23:10
so how knowledge management is going to help
you because knowledge management system can
00:23:15
help you to track how things are happening
what kinds of changes are happening in the
00:23:20
market products and services and accordingly
you prepare yourselves and see that how well
00:23:26
you can compete and the most important is
that why companies have gone for having a
00:23:33
knowledge management system is because many
companies you know that there is a high employee
00:23:38
turnover rate okay
00:23:41
people are leaving the organization so when
people leave the organization they also have
00:23:45
the go with the knowledge that they have acquired
over a period of time okay what happens when
00:23:53
people leave they leave with the knowledge
that they have and then the companies not
00:23:57
able to utilize the knowledge which is there
with the people so what is the way out
00:24:04
create knowledge management system through
which you are going to capture the knowledge
00:24:10
that is there with the people and this knowledge
capture has to be in a explicit form so that
00:24:17
it is available to others okay so if knowledge
is captured that is related to services processes
00:24:22
or products with which an individual is associated
okay
00:24:26
and it is available to others then what will
happen even if the people leave the knowledge
00:24:33
related to that individual is there with the
organization okay and then organization can
00:24:38
make use of that explicit knowledge for use
so if suppose new person joins he will have
00:24:44
all those systems processes okay captured
and then he can make use of that to perform
00:24:50
in his organization right
00:24:51
so it helps individual to do it even the people
are leaving and that basically diminishes
00:24:56
the individual experience it means now it
is organization are not going to give more
00:25:01
priority to people but their knowledge and
they are more interested to capture the process
00:25:07
and the knowledge base of those people so
that could be of use even if the people are
00:25:13
leaving
00:25:14
now what are the benefits they are not the
benefits which the organisation can get okay
00:25:19
when it comes to adopting a knowledge management
system see they can easily retrieve the information
00:25:25
with the knowledge management archive so they
do not have to look out for information elsewhere
00:25:30
and then that information that they are getting
from knowledge system can be used for decision
00:25:36
making problem solving okay
00:25:38
and with the help of blogs and portals people
can work more effectively and you can also
00:25:44
share the best practices that you have followed
okay and it also helps you to provide competitive
00:25:49
advantage because you can leave expertise
which is available with other people provided
00:25:54
it is available in some form okay
00:25:57
and knowledge also helps you to take better
decision because you have most of the information
00:26:01
that is required to take decisions okay and
if you have adopted knowledge management systems
00:26:06
basically companies have been benefited a
lot in terms of reducing cost improving quality
00:26:12
increasing profit and all kinds of things
have happened and their examples of various
00:26:17
companies which have been able to save lot
of money by adopting a knowledge management
00:26:21
system okay
00:26:22
it also helps you to retain talent and expertise
because once people come to know that they
00:26:31
are going to be recognised for their knowledge
and experience he would stay back with the
00:26:36
organization
00:26:37
the only thing that you need to do is that
you need to target with reward systems okay
00:26:41
if you target with the reward systems make
performance a knowledge sharing as a part
00:26:48
of a performance appraisal system if people
sharing knowledge you reward them probably
00:26:55
and recognise those who are sharing knowledge
are those were creating knowledge by promoting
00:27:02
them giving them better rewards okay and these
kinds of things
00:27:07
probably you would be able to retain talent
and expertise and that we can also say that
00:27:12
it would help you to manage your talent in
a better way and also this knowledge management
00:27:17
system helps you to serve customers better
i mean earlier i talked about it that two
00:27:23
factors okay
00:27:26
customer services that you are going to have
in retention in terms of commitment and quality
00:27:31
that you can expect from customers by providing
better services a quality services and this
00:27:37
customer satisfaction when you provide through
better quality services you will be able to
00:27:44
make them loyal and committed to your organization
but how it happens
00:27:48
how you are going to provide better quality
services using the best practices which the
00:27:53
organisation has followed for providing services
not only your organization other organisation
00:27:58
also provided you have knowledge about the
kind of systems practices or bench marks that
00:28:03
are being followed by other organization and
that is where you will be able to retain your
00:28:08
customers
00:28:10
now look at the knowledge organization okay
if you look at the central part of this which
00:28:20
shows this part that is about the knowledge
organization so what is knowledge organisation
00:28:26
knowledge organisation is one which has one
knowledge management system right which is
00:28:32
active which is creative not passive but using
technology to facilitate knowledge sharing
00:28:38
and knowledge management
00:28:39
so that kind of an organization is called
knowledge organization now in the middle you
00:28:44
will find it talks about the middle layer
talks about the km life cycle when i am talking
00:28:52
about the knowledge management life cycle
what you call the processes it includes certain
00:29:00
processes starting with creating that is creation
of new knowledge collecting that knowledge
00:29:06
storage and then organised in a codified and
in classified form
00:29:11
then refining it for the use disseminated
it passing it on to other people who can make
00:29:17
use of it and maintaining that databases now
what are the drivers of the knowledge management
00:29:23
system we have already talked about various
drivers related to culture competition leadership
00:29:28
and technology so these are the drivers and
this knowledge drives knowledge from customers
00:29:36
products okay and other things
00:29:40
and that is how you create knowledge organization
what you need drivers a system so that you
00:29:45
are able to create a knowledge organisation
for yourselves
00:29:52
and this is the knowledge management cycle
i have been talking about create capture refine
00:29:57
store manage disseminate that is knowledge
to start with this knowledge creation by doing
00:30:04
new things and to find capture knowledge place
knowledge into a context so that you are able
00:30:09
to make use of it otherwise it is not good
00:30:12
then you have a repository database systems
whether you are going to store the knowledge
00:30:19
and then you are going to manage it you are
going to see that whether it is correct or
00:30:25
not and then it to make it available to others
so that they can make use of it and that is
00:30:31
how the knowledge management system works
thank you
