The Knowledge Management Toolkit

AMRIT TIWANA is an Assistant Professor of Decision and Information Analysis at the Goizueta Business School, Emory University, Atlanta. Dr. Tiwana's consulting and research specializes in helping large businesses strategically deploy digital knowledge management platforms. His research regularly appears in various research and industry journals. His most recent book, The Essential Guide to Knowledge Management and CRM Applications (Prentice Hall) has been translated into French, Chinese, and Portuguese.

(NOTE: Each chapter ends with Lessons Learned.)

Preface.


Acknowledgments.


About the Author.
I. THE RUBBER MEETS THE ROAD.

1. Introduction.


Knowledge Management: In Search of Alchemy. What This Book Is About.

2. The Knowledge Edge.


Making Sense of Nonsense. Intellectual Capital. The Drivers of Knowledge Management. Creating the Knowledge Edge.

3. The Origins of Knowledge.


From Data to Information to Knowledge. From Data to Knowledge. Classifying Knowledge. The Three Fundamental Processes. Taming the Tiger's Tail. Business and Knowledge.

II. THE ROAD AHEAD: IMPLEMENTING KNOWLEDGE MANAGEMENT.

4. The 10-Step Knowledge Management Road Map.


The 10-Step Knowledge Management Road Map. Phase 1. Infrastructual Evaluation. Phase 2. Knowledge Management System Analysis, Design, and Development. Phase 3. Deployment. Phase 4. Metrics for Evaluation.

IIA. THE FIRST PHASE: INFRASTRUCTURE EVALUATION AND LEVERAGE.

5. The Leveraged Infrastructure.


Leveraging What Exists. Leveraging the Internet. The Knowledge Platform: A 10,000-Fott View.

6. Aligning Knowledge Management and Business Strategy.


Strategic Visioning. Knowledge Transfer versus Integration: The Strategic Dichotomy. Real Options Under Uncertainly. The Responsiveness Quadrahedron: Variety and Speed. Business Models and Executability. Codification or Personalization? Knowledge Maps to Link Knowledge to Strategy. Strategic Imperatives for Successful Knowledge Management. Strategic Imperatives for Successful Knowledge Management. Assessing Focus. Detecting Lost Opportunities.

IIB. THE SECOND PHASE: KM SYSTEM ANALYSIS, DESIGN, AND DEVELOPMENT.

7. The Knowledge Management Platform.


Technology Components of the Knowledge Management. The Seven-Layer Knowledge Management System Architecture. Foundation for the Interface Layer. The Web or Proprietary Platforms? Collaborative Intelligence and Filtering Layer. Knowledge Management Platforms versus Other Enterprise Systems. The Application Layer. The Promise of Peer-to-Peer Knowledge Networks.

8. Knowledge Audit and Analysis.


Hindsight, Insight, and Foresight. Measuring Knowledge Growth. The Knowledge Audit Team. Conducting the Knowledge Audit. Choosing Your Company's Knowledge Niches.

9. Designing the Knowledge Management Team.


Sources of Expertise. Team Composition and Selection Criteria. Team Life Span and Sizing Issues. The KM Team's Project Space. Chemistry. Highways to Failure.

10. Creating the Knowledge Management System Blueprint.


The Knowledge Management Architecture. Components of a Knowledge Management System. Integrative and Interactive Knowledge Applications. Build or Buy? User Interface Design Considerations. A Network View of the KM Architecture. Future-Proofing the Knowledge Management System.

11. Developing the Knowledge Management System.


The Building Blocks: Seven Layers. The Interface Layer. A Live Walkthrough: Urban Motors. The Access and Authentication Layer. The Collaborative Filtering and Intelligence Layer. The Application Layer. The Transport Layer. The Middleware and Legacy Integration Layer. The Repository Layer.

IIC. THE THIRD PHASE: DEPLOYMENT.

12. Prototyping and Deployment.


Moving from Firefighting to Systems Deployment. Legacy Deployment Methods. The Results-Driven Incremental Methodology.

13. Leadership and Reward Structures.


From the Chief Information Officer. The Successful Knowledge Leader. Reward Structures to Ensure Knowledge Management Success.

IID. THE FINAL PHASE AND BEYOND: REAL OPTIONS ANALYSIS FOR PERFORMANCE.

14. Real-Options Analysis for Knowledge Valuation.


The Limitation of Traditional Metrics. Real-Options Analysis. Measuring Inputs for Real-Options Models.

III. SIDE ROADS: APPENDICES (ON THE CD-ROM).

Digital Appendix A. The Knowledge Management Assessment Kit.
Digital Appendix B. Alternative Schemes For Structuring the Knowledge Management Platform Front End.
Digital Appendix C. Software Tools.
Endnotes.
Bibliographic References and Further Reading.
Glossary.
Index.
About the CD.