INTRODUCTION TO
KNOWLEDGE
MANAGEMENT
GROUP 1
Table Of
Content
What is Knowledge Knowledge
Management? Management
Forces Driving System
Knowledge Issues in Knowledge
Management Management
What is Knowledge
Management?
• Knowledge management (KM) is
how businesses gather, organize,
update, and share information with
customers, employees, and
business partners.
• Although KM can be applied to
individuals, it has recently
attracted the attention of
organizations. KM is viewed as an
increasingly important discipline
that promotes the creation,
sharing, and leveraging of the
corporation’s knowledge.
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Types of Knowledge
Management
The types of knowledge management are
explicit, implicit, tacit, declarative, and
procedural. Each type plays a role in
helping your business operate efficiently.
Explicit Knowledge Implicit Knowledge
is structured information that’s easy to is the application of learned (explicit)
document, share, and learn from—like a knowledge, such as watching a webinar
report containing call center about video conferencing software and
performance metrics. then trying it out with clients.
Tacit Knowledge Procedural knowledge
is information gained through is information that describes how to do
experience or intuition, like knowing a something, like how-to articles about
customer enjoys chatting about setting up your email on a new device.
baseball before placing their order.
Forces Driving
Knowledge
Management
INCREASING DOMAIN COMPLEXITY
The complexity of the underlying
knowledge domains is increasing. As a
direct consequence, the complexity of
the knowledge required to complete a
specific business process task has
increased as well.
ACCELERATING MARKET VOLATILITY
The pace of change, or volatility, within
each market domain has increased
rapidly in the past decade.
INTENSIFIED SPEED OF RESPONSIVENESS
The time required to take action based
upon subtle changes within and across
domains is decreasing.
EMPLOYEE TURNOVER
The employee, for example, due to
opportunities for career advancement)
as well as involuntary (i.e., for reasons
beyond the employee’s control, such as
health-related problems and termination
of employment by the employer).
Knowledge
Management
System
Knowledge Management Systems
(KMS) are becoming pivotal in
shaping organizational
productivity, offering an
alternative and, honestly, a better
approach to organizational
information handling
Rapid changes in the field of
KM have to a great extent
resulted from the dramatic
progress we have witnessed
in the field of information
technology (IT).
Information technology
facilitates sharing as well as
accelerated growth of
knowledge.
ONLINE COMMUNITY FORUMS
These are platforms where
users with shared interests
exchange knowledge and
provide peer-to-peer support.
COMPANY-WIDE KNOWLEDGE
MANAGEMENT SYSTEMS
Designed to disseminate
organizational knowledge across
departments, these systems ensure
that all employees have access to
essential information.
CUSTOMER SERVICE KNOWLEDGE BASES
These systems, either internal or external,
centralize FAQs and support information.
They enhance customer satisfaction, reduce
issue resolution time, and help customer
service teams work more efficiently.
LEARNING MANAGEMENT SYSTEMS (LMS)
These systems, either internal or
external, centralize FAQs and support
information. They enhance customer
satisfaction, reduce issue resolution
time, and help customer service teams
work more efficiently.
Issues in
Knowledge
Management
Resistance to
organizational change
• It can be hard to persuade
employees to adopt new methods
as there is resistance to
organizational change, and they
may have seen similar initiatives
fail before.
Inaccessible information
• Your information might all be
there but employees have trouble
accessing it. This might be
because it’s laid out in a non-
intuitive structure, or the search
function is not powerful enough.
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Unsupportive Technology
• Knowledge management software
should have the right features to
support the requirements and
strategy used in your organization.
Outdated or inadequate systems
may hinder knowledge-sharing and
collaboration, making it difficult for
employees to access and
contribute to the knowledge base.
Lack of management contribution
• Successful knowledge
management requires strong
commitment and support from
management. If leaders don't
prioritize or allocate resources to
knowledge management initiatives,
employees may not actively
participate or contribute their
knowledge.
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Technology fatigue
• a new knowledge management
process may feel like just another
platform they need to learn,
leading to low adoption and
morale.
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How to
overcome?
1. Develop clear objectives
2. Implement a strategy
3. Train your employees
4. Encourage a knowledge-sharing
culture
5. Recognize employee contribution
THANK YOU!
RAWR!
