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Course Content
Session One: Course Overview
You will spend the first part getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
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Pre-Assignment
Course Overview
Session Two: Definitions
Then, participants will learn the definition of knowledge, as well as the differences between tacit and explicit knowledge. The meaning and history of knowledge management will also be covered.
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What is Knowledge?
Assignments
What is Knowledge Management?
History of Knowledge Management
Session Three: The Business Case for Knowledge Management
In this session, participants will learn how knowledge management can reduce costs and grow sales. They will also learn how to build a business case for knowledge management. You will also examine the impact that knowledge management can have on business strategy and profit.
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Reducing Costs and Growing Sales with Knowledge Management
Assignments
Business Case Basics
Sample Knowledge Management Business Case
Assignments
Session Four: The Knowledge Management Mix
Next, participants will learn about three components vital to knowledge management: people, technology, and process. In this session, you will examine the relationship between these three essential knowledge management components.
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People
Assignments
Technology
Process
Assignments
Session Five: The Knowledge Management Framework
The knowledge management framework is comprised of four interdependent elements: needs analysis, resource identification, process analysis, and knowledge handling. In this session, participants will learn about the steps to building their knowledge management framework: needs analysis; resource identification; process analysis, identification, and construction; and accumulating, sharing, and storing knowledge. In this session, you will investigate what the four elements of the knowledge management framework are and how they work together.
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Introduction
Needs Analysis
Resource Identification
Process Analysis, Identification, and Construction
Assignments
Accumulating, Sharing, and Storing Knowledge
Session Six: ITandD’s Conundrum
A pre-assignment is designed to get you thinking about the topic, and to give you some indication of what is coming. In this example, the case study and the carefully crafted questions were intended to have you reflect on the vital role of knowledge within an organization. In this session, you will reflect on the answers you provided in the pre-assignment.
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Introduction
Assignments
Session Seven: Knowledge Management Models
Knowing the theory behind the practice can increase your knowledge and inform what you do. Having a foundational awareness helps you to understand the theory’s evolution and history in the business world and better enable you to see how this system will fit into your organization. In this session, you will investigate four different knowledge management models.
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The KM Process Framework (Bukowitz and Williams)
Knowledge Management Matrix (Gamble and Blackwell)
Assignments
Process Model (Botha)
Assignments
Knowledge Spiral Model (Nonaka and Takeuchi)
Session Eight: The Knowledge Management Toolkit
Cross-functional Teams, mentoring, organizational culture, and IT solutions are all techniques that you can use employ when implementing a knowledge management program in your organization. In this session, you will explore each of these techniques in depth. As you review the information, think about ways that you could use each technique in your workplace.
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Cross-Functional Teams
Assignments
Mentoring
Assignments
Organizational Culture
Assignments
IT Solutions
Which Technologies Would Be Best?
Assignments
Session Nine: Implementing Knowledge Management Initiatives
You see an organizational need for knowledge management. You understand what a knowledge management system is. You have the tools and information you need. Now it’s time to take action: it’s time to begin building the program. In this session, you will identify and investigate the necessary components for implementing a knowledge management program.
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Building Knowledge Networks
Creating a Knowledge Management Body of Knowledge (KMBOK)
Assignments
Creating a Chief Knowledge Officer (CKO) Position
Advertise for Your CKO
Assignments
Creating a Post-Mortem Plan
Assignments
Creating Measures
Assignments
Start With a Pilot
Assignments
Where Do I Put This?
Assignments
Support Your Organization Through the Change
Post-Course Assessment
Draft Lesson
Recommended Reading List
If you are looking for further information on this topic, we have included a recommended reading list below. Bergeron, Bryan. Essentials of Knowledge Management. John Wiley & Sons, 2003. Dixon, Nancy M. Common Knowledge: How Companies Thrive by Sharing What They Know. Harvard Business School Press, 2000. O'Dell, Carla, and Cindy Huebert. The New Edge in Knowledge: How Knowledge Management Is Changing the Way We Do Business. New John Wiley & Sons, 2011. Pasher, Edna, and Tuvya Ronen. The Complete Guide to Knowledge Management: A Strategic Plan to Leverage Your Company's Intellectual Capital. John Wiley & Sons, 2011. Rumizen, Dr. Melissie Clemmons. The Complete Idiot's Guide to Knowledge Management. Alpha Books, 2002.
Knowledge Management
About Lesson

Before the workshop, read the case study and answer the questions that follow.

 

Case Study

Mary is the Lead Program Manager at International Training and Development (ITandD). Her company is a multi-national, global business. Mary has been with the company for 40 years and has been heavily involved in securing some of the company’s biggest sales. She has close relationships with many clients and knows what the clients are looking for. Although the company has policies and procedures in place, after 40 years of working with ITandD, Mary has developed her own approach and customers really seem to respond to her methods.

 

Mary will be retiring at the end of this year. While the company has known of Mary’s impending retirement, they have been sidetracked by the day-to-day activities of the business. It is now four months until Mary’s retirement and senior management is beginning to worry about the potential loss the company will face with Mary’s absence. Her knowledge is highly valuable to the organization and if nothing is done to try to transfer this knowledge, it will literally walk out the door.

 

Why is Mary’s knowledge important to the company? Can’t they just get someone to replace her?

 

 

 

 

 

What may result if Mary’s knowledge is not properly transferred back into the company?

 

 

 

 

How might the company try to capture Mary’s knowledge before she leaves? What strategies might they employ?

 

 

 

 

 

 

Do you think Mary’s knowledge will be easy to capture? Why or why not?

 

 

 

 

 

Has a situation like this ever happened in your workplace? Describe the effects that were felt from the person leaving and what was done (if anything) to capture the person’s knowledge.

 

  1. Why is it important to manage an organization’s knowledge?
    1. To increase productivity
    2. To decrease costs
    3. To increase efficiency
    4. All of the above
    5. It’s not important

 

  1. True or False: Knowledge is an organization’s biggest asset.

 

  1. True or False: There is really only one form of knowledge in an organization.

 

  1. True or False: All organizations should have the same knowledge management program.

 

  1. Why do organizations divest knowledge?
    1. To refocus resources
    2. New policies and procedures are developed
    3. Knowledge becomes outdated
    4. All of the above
    5. None of the above

 

  1. True or False: Technology is the driving force behind all knowledge management programs.

 

  1. True or False: It is important to develop a way to measure your knowledge management program.

 

  1. True or False: Knowledge management helps to reduce costs and grow sales.

 

  1. True or False: Knowledge management is a relatively new concept in the business world.

 

  1. Organizations are supposed to do what with their knowledge?
    1. Store it
    2. Create it
    3. Share it
    4. All of the above

 

 

 

 

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