Is
information that is evaluated and systematically organized
in the human mind, based on experience, so that it can be
used in
positive manner to perform tasks.
Some
examples of Knowledge:
Paying bills based on
the Accounts Payable Report and the clerk's experience.
Performing a test on
equipment based on a test procedure and the technician's
experience.
Using information on the competitor's web site
to counter the introduction of a new product
using information on your products and marketing experience.
Reacting
to a newspaper article about your company's lower stock
price based on article and CEO experience.
Responding to an unknown
blip on a radar display based on training and
technician experience.
Knowledge
Management
Is similar to information
management with the addition of coupling information with
experience and sharing this knowledge with the appropriate
personnel so that it leads to a more competently and efficiently
operated organization.
An
example of Knowledge Management:
Take
the process of paying a bill by an experienced Accounts
Payable Clerk. The clerk uses information/procedures
and experience.
The
experience is captured by a Knowledge Engineer interviewing
the clerk about:
Past
problem solutions
Workarounds
Omissions in the written
procedures
Ideas for improving
the process
Tips & tricks
Comments
Account
Payable information is coupled with the knowledge extracted
from the clerk and put in a media format that can be
distributed and used over and over by new or less experienced
personnel to perform the payment task effectively.
