June 10, 2010

OPP Pics

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June 06, 2010

Different sort of knowledge

When talking Knoweldge management; the word - knowledge usually stands for different meaning in each

individual's mnd. Whilst some believe knoweldge only involve the one which is able to generate value or profit

to the company whilst others take any experience or opinions from each individuals as knoweldge since

the influecnce of knoweldge usually is unable to foresee.


Moreover, the issue of knoweldge can also be categorisied into two groups - one is the the knoweldge for science

or process which is easily to epxress and reproduce; and the more implicit one is the knowledge like experience or

know-how that is hard to express or copy by others. Whilst the former one can be store and convey to others

with ease in Knowledge Management system, the later one usually is the major barrier for the KM even this

often possesse higher value than the former one.


Difference between Tangible Asset and Intangible Asset

Even intangible asset like knowledge won't wear out or reduce the amount if a person apply it like physical

assets - everyone can apply same knowledge to acquire the identical result; which usually encourage the

widespread of the knowledge. The noteworthy point of knowledge sharing here is that value of the knowledge

would be still decreased as more people apply the knowledge (eg. pattern).

Therefore, in order to maintain one's superior position and making him/herself irreplaceableto the organisation;

this is usually the major barrier for the company to apply knowledgement management and encourage the

sharing of knowledge.


Regardless the importance of knowledge sharing had been highlighted repeadtly, in the real world the majority

people remain relucatnt to accept the risk of sharing his/her own knowledge and experience even he/she can

equally acquire knowledge from colleagues. 


How to connect the gap between ideal situation and ugly truth may be the uppermost challenge most of

knowledge management leader would encounter.



knowledge management & customer satisfaction

Whilst the importance of knowledge management had been preached in class of several times,

it's always remote from me to understand what's the direct impact of knowledge management and

customer satisfaction.


One of the government-runned company back in Taiwan suprised me by its poor knowledge management -

The totally opposite answers was be given to me by telephone customer service and at desk inquiry - three

distinct answers from three people. This awaful situation confused the customer and deliever the wrong

information to the cusomter lead to the faulty decision. 


Hence, as the customer unable to acquire the correct information desired from anywhere, the waste of time

and consumption of the money result to a unsatisfactory service which ended up to damage the company

image in long run.


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As this is just a tip of the iceberg - and it's already have huge impact in customer service (poor knowledge

management, and insufficient training)  the importance of the knowledge management could never be 

overemphasised.



June 01, 2010

team and knowledge sharing

Read an article talked about the team-based decision or leader-orientated decision - which would be more

appropriate for carrying out business decision. 


Whilst most of time team can figure out a decision that above average of individuals; the chances are that

the decision leader would make is high above average and eventually need to compromise with other's opinions

and eventually go to the second best options.


The interviewee in the article is the CEO of one big manufacturing company - what he believed is that the leader

usually is more experienced and equipped for the issue and also has a more systematic thought for the company.


Thus, whilst the team members can provide their personal point of view, the leader, according to the interviewee,

supposed to apply those knowledge being offered to perfect his/her decision but not mean to compromise or

trying to fullfil everyone.


After all, leader is the one who is full resoponsible for the whatever the decision team made.


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Even in class, or in this year, we are being all told to share knowledge and appreciate the experience of

individuals; the major obstacles are that sometimes people just cannot see what others can see - and

lead to an endless discussion since they are not able to share what they see....


When we are trying to share the knowledge, and working as a team... the issue may be as easy as we imagine

in classroom... but further more complicated like the interviewee said in the article....


April 22, 2010

Shared goal and concept


The discussions among our team members are constantly fierce (in a good way); we just generate so

many ideas and spend a huge amount of time on discussion and communication.


However, whilst devoting ourselves so much on the team project; we still encounter the problems of

information deficiency. This isn't about the lack of effeot, but is more caused by the different perception

of the information we need for the project. With the different approach toward the solutions, the information

collected would doubtlessly be distinct and cause the insufficient of the knowledge to achieve the task.


Thus, one lesson learnt here is that before allocating the tasks, the team should spend certain amount of

time on communication to ensure all members share the similar ideas therefore no one would research

on the irrelated information and reduce the effieiency of the team.



April 21, 2010

Anticipation


As the well known old saying "put yourself in others shoes" that reminds people don't perceive things with one's

personal point of view; there can be another side of this: don'e anticipate everyone has similar capability and

thought like yours. And even for those who possesses alike experience or education doesn't guarantee they

would have same mental model toward things.


In this case, when we are communicating or cooperating with people, we have to avoid of making too many

assumptions on them and expect you already have shared concepts on particular things. To quote what

professor said today "you can never over-communication"! Thus, as communication is the paramount factor

in KM, the people must aware the trap of "anticipation" as this may be one major cause of misconception among

people in communication.


Take Risk


Under the restrictions of resurces; most of time people need to take risk when making decision as the extra 

cost for the last 5%(for instance) certainty may be tremendous to afford. Thus, the best thing one can do is 

to gather as much information as one able to do with the best utilisation of the resources to carry out the 

best answer under this finite resources.


However, even most of people do understand what mentioned above about "taking risk"; in knowledge sharing

system, some may still neglects the importance of this "uncertainty" and hinder the flow of knowledge within the

system. For one thing, the people may reluctant to share their ideas out of fear that whether they are correct or

not; with worry of giving out "wrong" information or knowledge to others may cause the loss of company,

people stop sharing their knowledge even they are 95% sure about it.


However, with this fear of making mistakes; the KM system is unlikely to operate effectively. Hence, whilst

people need to confirm the reliability of the knowledge they share; the uppermost task for the organisation

is to create a culture of "tolerate mistakes" within the company to ensure employees are willing to share their

ideas. An effective KM system can only provides its full benefit to the organisation under this kind of atmosphere.


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The interesting thing is that: most of time even people do understand some principles about doing things

(eg. taking risk in decision making); they are very unlikely to apply these principles in other conditions

(eg. taking risk in knowledge sharing) even both of them are critical for the organisation. The question unfold

here to me is how should we know whether some prinicples of knowledge can (or can't) apply in another

situation? Maybe this is again coming back to the idea of "taking risk"...




April 18, 2010

commitment of people

In the knowledge sharing system, the uppermost thing is to ensure all the commitment from participants are gained. 

Without the full devotion of people, there would be only fractions of knowledge would be instilled and hamper the

value of the existence of knowledge. Thus, like most of other principles of management, the very first thing is to

gain the commitment of people.And this may also be one of the most difficult barriers of KM.


April 11, 2010

Commitment to Knowledge Sharing

As an old saying: "one must posseses triple of understanding to the knowledge before delivering it to others"

It's pretty much same to the knowledge sharing:

when one trying to deliver the knowledge to the others, all the weakness  on one's understanding would be disclosure

relentlessly. There is no room for ambiguity as all the members are eager to absorb the knowledge he/she provides.

Thus, a well-framed knowledge management system reauires the dedication of all participants otherwise the

knowledge within the organisation would just be fractions.


To expand this topic, a manager must ensures all employees understnd the value of Knowledge management

wholeheartly prior to the implementation of KM, or the existence of KM system in the organisation would be futile.  


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