KM Tools and Methods for Knowledge Capture, Codification, Distribution and Analysis

Knowledge
management (KM)
tools
Dmitry Kudryavtsev

KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016
School structure & current talk
2
Kudryavtsev
Autumn School “Innovations in KM Practices” is held as part of the project “Innovations in Company Knowledge
Management: Typology, Methodology and Recommendations (INNOVARRA)” conducted with financial support
from Russian Science Foundation grant (project No. 15-18-30048).

KM tools, KM School for Young Researchers, Kudryavtsev D.V., GSOM SPbU, 2016 3
http://www.gsom.spbu.ru/en/gsom/faculty/fulltime/kudryavcev/

Textbooks
1. Knowledge engineering. Models and methods.
Lan', Saint-Petersburg. 2016. 324 p. (with
Gavrilova T.A., Muromtsev D.I.) (in Russian)
2. Business engineering technologies. Textbook.
Saint-Petersburg: Publishing house of the
Politechnic University. 2014. P. 427. (with
Arzumanyan M., Grigoriev L.) (in Russian)
3. Knowledge management systems and ontology
application. Textbook. Saint-Petersburg:
Publishing house of the Politechnic University.
2010. P. 343. (in Russian)
5

Agenda
1. Knowledge management (KM) tools
2. Selection of KM tools
3. IT infrastructure for KM
4. Knowledge management system examples
6

Knowledge
Base
K- Models
Company
Employees
K-sources
Knowledge Process
Codification
KM school Gavrilova 2016

Knowledge Life Cycle
Capture
Sharing
CodificationDistribution
Analysis

Overview of KM methods and tools
9
Dmitry Kudryavtsev, Anna Menshikova "Knowledge Domains, Types and Tools: An Interrelation Attempt"
In proceedings of 11th International Forum on Knowledge Asset Dynamics, Dresden, 15-17 June 2016. - pp. 2200-2211.

Important comments
• Many tools can be associated to different stages
of knowledge life cycle; the most prominent
associations was used for the classification;
• List of tools is incomplete and open for additions,
but includes popular and often-mentioned
examples;
• Tools are of various nature, IT and non-IT tools
are not differentiated, since everything is
becoming digital.
10

KM tools, Sources
12

KM tools, Sources
13

Knowledge capture tools & methods
• Brainstorming
• Survey
• Idea capture and management
• Crowdsourcing
• Content analysis
• Interview
• After Action Review
• Debriefing
• Lessons Learned
• Text mining
• Data mining
14

Brainstorming
15
https://dschool.stanford.edu/groups/k12/wiki/196f3/Brainstorming_Rules.html

Idea capture and management:
Idea life cycle and communities
16
Westerski, A.,
Iglesias, C. A.,
Nagle, T. (2011)

Idea capture and management:
Idea life cycle data evolution
17
Westerski, A., Iglesias, C. A., & Nagle, T. (2011). The road from community ideas to
organisational innovation: a life cycle survey of idea management systems. International Journal
of Web Based Communities, 7(4), 493-506.

Knowledge codification tools & methods
Tools
• Library or memory (of lessons learned, projects etc)
• Best practices (guidelines, instructions etc)
• Taxonomy / Ontology
• Wikis
Methods
• Knowledge structuring methods (incl. visual, matrix)
• Knowledge representation methods (frames, rules etc)
• Knowledge reuse methods
• Mathematical models & methods
18

Knowledge codification: Organizational memory
19
Abecker A., Bernardi A.,
Hinkelmann K., Kuhn O.,
Sintek M. Toward a
Technology for
Organizational Memories
IEEE Intelligent Systems. –
1998. – № 3, 40-48.

Knowledge codification: Knowledge
description in lessons-learned archives
20
Abecker A., Bernardi A., Hinkelmann K., Kuhn O., Sintek M. Toward a Technology for Organizational
Memories IEEE Intelligent Systems. – 1998. – № 3, 40-48.

Knowledge codification: Best practices
21
http://bsc.harvard.edu/writing
http://bsc.harvard.edu/files/twenty_tips_for_senior_thesis_writers_revised_august_2012.pdf

Ontology-based (semantic) repository
22
http://ontotext.com/semantic-solutions/dynamic-semantic-publishing-platform/

Knowledge reuse methods & Techniques
Four techniques frequently used in knowledge reuse:
• Module based techniques: a module is a self-contained component of a solution with
defined interfaces hiding the actual implementation. The module has to be used “as is”,
i.e., without changing it, and often will be composed together other modules to a solution.
• Reference Architecture based techniques: architectures in general identify the main
building blocks of a system with their interfaces and dependencies. Reference
architectures are architectures reflecting the common building blocks for a defined
domain which were agreed on by the stakeholders in that domain. Reference architecture
can be considered as technique for knowledge reuse “in the large”.
• Template based techniques: a template is a gauge to be used as a guide in making
something accurately for a defined purpose. A template defines the structure but not the
content; usually no behavioral aspects included.
• Pattern based techniques: a pattern provides solution principles (and how to implement
them) for a recurring problem in a specific context by abstracting from actual application.
A pattern exposes the core elements of the solution (structure and behavior) and
consequences of using it. A pattern cannot be used as it is (unlike a module) but always
has to be adapted for the purpose at hand.
23
Sandkuhl, K. (2015). Knowledge Reuse: Survey of Existing Techniques and Classification Approach.
In Business Intelligence (pp. 126-148). Springer International Publishing.

Knowledge distribution
• Advanced Search Tools
• Proactive knowledge delivery (alerts,
recommenders)
• Knowledge package
• Infographics
• Courses
• etc
24

Advanced search tools
25
Scopus, search results & filtering

Knowledge sharing
• Peer Assist
• Knowledge Café
• Social Network Services
• Expertise Locator / People finder / Who's Who
• Communities of Practice
• Collaborative work/projects
• Mentoring
• Storytelling
• Job/people rotation
• etc
26

Communities of Practice
27
Retrieved October 7, 2016 from http://www.orthopaedicsone.com/display/Main/Community+of+Practice

Example: Inter-university Academic Center of
Competence on Enterprise Architecture «EA Lab»
28
http://ealab.org/
http://www.slideshare.net/dmitryku/interuniversity-academic-center-of-competence-on-enterprise-architecture-ea-lab

Knowledge analysis and evaluation
• Knowledge map
• Maturity assessment models
• Knowledge process charts
• etc
29

Maturity: Example - Capability Maturity Model (CMM)
30
process management includes
deliberate process
optimization/improvement.
the starting point for use of a new or
undocumented repeat process.
the process is at least documented
sufficiently such that repeating the same
steps may be attempted.
the process is
defined/confirmed as a
standard business process.
the process is quantitatively
managed in accordance with
agreed-upon metrics.
The model is based on the process maturity framework.
The term "maturity" relates to the degree of formality and optimization of processes
Watts S. Humphrey Managing the Software Process. Addison-Wesley, 1989.

Maturity model for KM (fragment)
31
A Model of Organizational Knowledge Management Maturity based on People, Process, and Technology
L.G. Pee, A. Kankanhalli, 2009

“Social business and new media technologies are becoming the new normal.
BUT this does not mean that firms are abandoning tried-and-true KM approaches like
lessons learned and communities of practice.” APQC

Knowledge
typology
KM methods
and tools
Knowledge
domains
Domain-specific KM methods and tools
Triad
Idea
Dmitry Kudryavtsev, Anna Menshikova "Knowledge Domains, Types and Tools: An Interrelation Attempt"
In proceedings of 11th International Forum on Knowledge Asset Dynamics, Dresden, 15-17 June 2016. - pp. 2200-2211.

Dmitry Kudryavtsev, Anna Menshikova "Knowledge Domains, Types and Tools: An Interrelation Attempt" In
proceedings of 11th International Forum on Knowledge Asset Dynamics, Dresden, 15-17 June 2016. - pp. 2200-2211.

35
Domain Methods and tools Sources
Customer KM Marketing research, sentiment analysis, design
thinking tools etc.
(Gibbert et al, 2002;
Paquette, 2005)
Nuclear KM Probabilistic safety analysis/Probabilistic risk
assessment models (PSA/PRA models), three-
dimensional computer aided drafting and design
(3-D CADD), equipment reliability models (IAEA,
2011) etc.
(IAEA, 2006; IAEA,
2011; IAEA, 2012)
Knowledge
about
organization
Enterprise architecture management tools and
methods
Product
knowledge
Product lifecycle management tools and methods

Domains Publications
by object of
knowledge
Technology
knowledge
Ferdows K. Transfer of Changing Production Know-How //Production and Operations Management.
– 2006. – Т. 15. – №. 1. – С. 1-9.
Customer
knowledge
Gibbert, M., Leibold, M., & Probst, G. Five styles of customer knowledge management, and how
smart companies use them to create value // European Management Journal, 2002. 20(5). С. 459-
469.
Paquette, S. Customer Knowledge Management, in: The Encyclopedia of Knowledge Management,
D. Schwartz (ed.), Idea Group, 2005, С. 90-96.
… …
by Industry
Nuclear energy Knowledge Management for Nuclear Industry Operating Organizations, IAEA-TECDOC-1510, 2006;
Comparative Analysis of Methods and Tools for Nuclear Knowledge Preservation, IAEA Nuclear
Energy Series No. NG-T-6.7, 2011;
Knowledge Management for Nuclear Research and
Development Organizations, IAEA-TECDOC-1675, 2012.
Software
engineering
Ntioudis S. et al. D1: Report describing state-of-the art KM in Software Engineering. in: “Tightening
knowledge sharing in distributed software communities by applying semantic technologies” project.
2006.
Bjørnson F. O., Dingsøyr T. Knowledge management in software engineering: A systematic review of
studied concepts, findings and research methods used //Information and Software Technology. –
2008. – Т. 50. – №. 11. – С. 1055-1068.
… …
36

Nikita Plyasunov. Master Thesis (Supervisor: Dmitry Kudryavtsev)
37
Knowledge FROM customer

Instruments and methods of capturing
knowledge FROM customers
Nikita Plyasunov. Master Thesis (Supervisor: Dmitry Kudryavtsev)

Selection of KM tools (KM strategy)
40
What are the most
relevant tools
- for our company
(department)
- in a current situation?

Factors for selection of KM tools
41
Factors Possible values
Knowledge process
task
Knowledge capture; Knowledge codification; Knowledge sharing;
Knowledge distribution; Knowledge analysis & evaluation
Company’s strategy Operation excellence; Innovation and product leadership; Customer
intimacy; Business growth and extension
Knowledge domain Customer knowledge; Knowledge of company’s products/services; Process
knowledge; Knowledge of the company and business organization
Knowledge-related
goals
Reduced time for required information search; Keeping critical knowledge;
Improved knowledge exchange; Transmission of advances
experience/practices; Application of accumulated knowledge, etc.
KM maturity level Depends on the chosen model
Functional areas Production, Procurement, Sales, Finances, Human resources management
Knowledge types and
properties
Explicit knowledge; Implicit knowledge; Modality (texts, drawings, tables,
diagrams, formulas); Uncertainty, Complexity, Ambiguity, Equivocality
Quantitative benefits Increase in revenues, costs reduction
Duration of
implementation
Natural number
Implementation costs Natural number
Company size Natural number
Influence degree Team; Department; Enterprise

Company’s strategy - KM tools
42
Barnes S., Milton N. Designing a Successful KM Strategy - A Guide for the
Knowledge Management Professional. Information Today Incorporated. 2014.

Knowledge-related goals – KM tools
43
Source: Molten

Knowledge types & domains - KM methods and tools
44
Independent
variable
Dependent variable
Influence
contextual
factors
Source / Justification (article, expert opinion)
Typology:
Knowledge
aspect
Methods & tools:
Knowledge mapping
methods
Kudryavtsev D., Gavrilova T., Leshcheva I. One
approach to the classification of business knowledge
diagrams: practical view // IEEE 2013 Federated
Conference on Computer Science and Information
Systems (FedCSIS), Krakow, September 8-11, 2013. P.
1259-1265.
Typology:
Uncertainty level
Complexity level
Ambiguity level
Equivocality level
Methods & tools:
IT tools
Zack M. H. The role of decision support systems in an
indeterminate world //Decision Support Systems. – 2007.
– Т. 43. – №. 4. – С. 1664-1674.
Typology:
Category
Methods & tools:
Knowledge
formalization methods
Typology:
Level,
Structure,
Automation,
Modality,
Generality
De Jong, T., & Ferguson-Hessler, M. G. (1996). Types
and qualities of knowledge. Educational
psychologist, 31(2), 105-113.
Domain:
Stages of design
process
Typology:
Modality
Methods & tools:
Knowledge
formalization methods
Chandrasegaran, S. K., Ramani, K., Sriram, R. D.,
Horváth, I., Bernard, A., Harik, R. F., & Gao, W. (2013).
The evolution, challenges, and future of knowledge
representation in product design systems. Computer-
aided design, 45(2), 204-228.
… … … …

IT infrastructure for KM:
Typical components of knowledge portal
45
Knowledge portal
Advanced search
Content
Documents
Video
Wiki Blogs
Communities of
practice
ForumsIdea capture and
management
Taxonomy
Social services, online communication
Integrationmodules
unknown author

Architecture of enterprise knowledge
Infrastructure
46
Maier R., Hädrich T., Peinl R., Enterprise knowledge infrastructures. Springer Science & Business Media, 2009.

KM service infrastructure, concept
47
R. Maier, T. Hädrich, R. Peinl, Enterprise knowledge infrastructures. Springer Science & Business Media, 2009.

KM service infrastructure, example
48
R. Maier, T. Hädrich, R. Peinl, Enterprise knowledge infrastructures. Springer Science & Business Media, 2009.

IT tools for KM
49
Kudryavtsev D., Gavrilova T. Intelligent Service-Oriented Enterprise Architecting for Knowledge Portals Design: Fusion of Approaches.
Proceedings of the 18th FRUCT & ISPIT Conference, 18-22 April 2016, Technopark of ITMO University, Saint-Petersburg, Russia. pp. 528-533.

Light-weight IT services for KM
50
File hosting service
For storing and sharing
content
Social network
For communities, expert
search, news
Video hosting service
video
Instant messaging,
Voice over IP
For coordination and
communication
Email & mailing lists
communication Shared documents
& workspace
For collaboration

Example of usage of IT tools for KM
Inter-university Academic
Center of Competence on
Enterprise Architecture
http://ealab.org/
File hosting service
content
Social network
For communities, expert
search, news
Video hosting service
video
Instant messaging,
Voice over IP
communication
Email & mailing lists
communication Shared documents
& workspace
For collaboration
+ Webinar service
For knowledge transfer
and preservation

Knowledge management system examples:
ТНК BP (a part of Rosneft now)

Knowledge Management in Schlumberger
54

Rosatom

Gazprom Neft

Yandex
• Желтые страницы
• Wiki
• Списки рассылки
• Багтрекер
• Общая система контроля версий
• Социальная сеть (этушка)
• Планировщик
• Библиотека
• Внутренний журнал
• Внутренние и внешние семинары (а также ШАД,
ШРИ, ШМЯ)
• Тренинги для сотрудников

58
THANK YOU
Questions?
Kudryavtsev Dmitry Vyacheslavovich
d.v.kudryavtsev@gsom.pu.ru
http://www.gsom.spbu.ru/en/gsom/faculty/fulltime/kudryavcev/
https://www.linkedin.com/in/dmitry-kudryavtsev-325a7b5
https://twitter.com/kudryavtsev_d

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