Knowledge Management, Business Intelligence, and Content Management: The IT Practitioner's Guide

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ISBN: 9780849393853 | 084939385X
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Copyright: 5/22/2006

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Knowledge management (KM) is the identification and analysis of available and required knowledge, and the subsequent planning and control of actions, to develop "knowledge assets" that enable businesses to generate profits and improve their competitive positions. This volume provides the framework for the strategic use of the information intelligence processes - business intelligence, content management, and knowledge management.In nine detailed chapters, the author explains every facet of these three subjects, enabling you to understand these sophisticated business concepts within the framework of information technology.Knowledge Management, Business Intelligence, and Content Management: The IT Practitioner's Guide discusses creation, protection, development, sharing, and management of information and intellectual assets through the use of business intelligence and other knowledge sharing and analytical techniques.About the AuthorJessica Keyes is president of New Art Technologies, Inc., a high-technology and management consultancy, and is also founding partner of Manhattan Technology Group. Often a keynote speaker on the topics of competitive strategy, productivity, and quality, she is a founding board of directors member of the New York Software Industry Association, and has recently completed a 2-year term on the Mayor of New York City's Small Business Advisory Council. A noted columnist and correspondent, Keyes is the author of 19 books, including Auerbach Publications' Software Engineering Handbook, Software Configuration Management, and Implementing the IT Balanced Scorecard.

Information Intelligence

xxi

1 The New Intelligence: The Birth of the Knowledge Management Industry

(18)

1.1 Buried in Information

(2)

1.2 From Batch to Decision Support

(3)

1.2.1 Types of Decision Makers

(1)

1.2.2 Filtering

(1)

1.2.3 Transforming Information into Knowledge

(1)

1.3 A Short Course in Knowledge Representation

(7)

1.4 Data, Information, Knowledge, and Wisdom and Why We Need to Do This

(2)

1.5 Embedding Knowledge Management in the Organization

(3)

1.6 Where Do We Go Next?

(1)

References

(1)

2 Knowledge Management Transfer Strategies

(26)

2.1 KM Frameworks

(2)

2.2 Knowledge Transfer Techniques

(21)

2.2.1 Apprenticeships, Internships, and Traineeships

(1)

2.2.2 Best Practices

(1)

2.2.3 Communities of Practice

(3)

2.2.4 Documenting Processes

(1)

2.2.5 Document Repositories

(1)

2.2.6 Expert Interviews

(1)

2.2.7 Job Aids

(1)

2.2.8 Knowledge Audits

(1)

2.2.9 Knowledge Fairs

(1)

2.2.10 Knowledge Maps and Inventories

(3)

2.2.11 Learning Games

(1)

2.2.12 Lessons Learned Debriefings

(4)

2.2.12.1 Debriefing Process Alternative A

(1)

2.2.12.2 Debriefing Process Alternative B

(1)

2.2.12.3 Debriefing Process Alternative C

(1)

2.2.13 Mentoring

(1)

2.2.14 On-the-Job Training (OJT)

(2)

2.2.15 Storytelling

(2)

2.2.16 Training

(1)

2.3 Where Do We Go Next?

(1)

References

(2)

3 Knowledge-Engineering Techniques

(22)

3.1 Two Levels of Knowledge Elicitation

(12)

3.1.1 Capturing Procedural or Surface Knowledge

(9)

3.1.1.1 Interviewing

(4)

3.1.1.2 Questionnaires or Surveys

(2)

3.1.1.3 Observation

(1)

3.1.1.4 Participation

(1)

3.1.1.5 Documentation

(1)

3.1.1.6 Competitive Intelligence

(1)

3.1.1.7 Brainstorming

(1)

3.1.1.8 Focus Groups

(1)

3.1.2 Capturing Tactical or Strategic Knowledge from Experts

(1)

3.1.2.1 Structured Interviews

(1)

3.1.2.2 Task Analysis

(1)

3.1.2.3 Learning Rules from Examples

(1)

3.2 A Knowledge-Engineering Methodology

(9)

3.2.1 Ten Steps for Creating a Knowledge System

(14)

3.2.1.1 Step 1: Creating a Knowledge Advisory Board

(1)

3.2.1.2 Step 2: Creating a Team

(1)

3.2.1.3 Step 3: Picking the Problem Domain

(1)

3.2.1.4 Step 4: Identifying the Problem

(1)

3.2.1.5 Step 5: Conceptualizing the Problem

(2)

3.2.1.6 Step 6: Formalizing the Problem

(1)

3.2.1.7 Step 7: Prototyping

(1)

3.2.1.8 Step 8: Reformalizing or Reassessing the Problem

(1)

3.2.1.9 Step 9: Testing

(1)

3.2.1.10 Step 10: Maintaining the System

(1)

3.3 Where Do We Go Next?

(1)

References

(1)

4 Innovation Management

(26)

4.1 Sources of Innovation

(2)

4.2 Generating Innovation

(3)

4.3 Computerized Brainstorming

(4)

4.3.1 Understanding the Goal

(1)

4.3.2 Defining the Strategy

(1)

4.3.3 Naming the Product

(1)

4.3.4 Identifying Key Attributes

(1)

4.4 Sustainable Innovation

(2)

4.5 The S-Curve and Innovation Management

(1)

4.6 How the P-Cycle Is Important to Knowledge Management

(2)

4.7 What Makes a Business Guru?

(1)

4.8 Knowledge Management at Microsoft

(3)

4.9 Six Steps for Increasing Creativity and Productivity

(3)

4.10 Rewarding Employees for Innovative Ideas

(3)

4.11 Where Do We Go Next?

(1)

References

(2)

5 Data Management

(36)

5.1 Data Management

(5)

5.1.1 Data

(1)

5.1.1.1 Text and Numeric Data

(1)

5.1.1.2 Images

(1)

5.1.1.3 Geographic Data

(1)

5.1.1.4 Multimedia: Voice, Animation, and Video

(1)

5.1.1.5 Objects

(1)

5.1.2 Databases

(1)

5.1.3 Data Warehouse Data Marts

(1)

5.1.4 Operational Data Stores

(1)

5.1.5 Data Access

(1)

5.1.6 Replication

(1)

5.1.7 Resource Management

(1)

5.1.8 Security

(1)

5.2 Data Warehouse Is Something You Do

(2)

5.2.1 Source Systems

(1)

5.2.2 Data Staging Area

(1)

5.2.3 Data Warehouse Database

100

(1)

5.2.4 Data Marts

100

(1)

5.2.5 Data Extraction, Transformation, Load (ETL) Tools

100

(1)

5.2.6 Business Intelligence (BI)

100

(1)

5.2.7 Metadata and the Metadata Repository

101

(1)

5.3 Data Storage Structures

101

(3)

5.3.1 Extraction, Transformation, and Load

103

(1)

5.4 Good Data Management Practices

104

(11)

5.4.1 Data Management Roles

104

(7)

5.4.1.1 Data Sponsor

104

(2)

5.4.1.2 Data Steward

106

(1)

5.4.1.3 Data Administration

107

(2)

5.4.1.4 Database Administration

109

(2)

5.4.1.5 System Administration and System Support

111

(1)

5.4.2 Data Management Responsibilities

111

(19)

5.4.2.1 Development and Management Requirements

111

(1)

5.4.2.2 Identification and Enforcement Standards, Design, and Implementation

112

(1)

5.4.2.3 Data and Mapping Standards

113

(1)

5.4.2.4 Quality Control, Data Integrity, and Backup or Recovery

113

(1)

5.4.2.5 Data Sharing

113

(1)

5.4.2.6 Change Management and Impact Analysis

113

(1)

5.4.2.7 Connectivity

113

(1)

5.4.2.8 Input and Update

114

(1)

5.4.2.9 Security

114

(1)

5.4.2.10 Metadata

114

(1)

5.4.2.11 Training

114

(1)

5.5 Guidelines

115

(7)

5.6 Dictionary of Data Management Terms

122

(6)

5.7 Where Do We Go Next?

128

(1)

References

128

(1)

6 Content Management

129

(26)

6.1 Enterprise Information Management

130

(20)

6.1.1 Content Management System

131

(6)

6.1.2 Document Management Systems/Electronic Document Management Systems

137

(5)

6.1.3 Records Management Systems

142

(8)

6.1.3.1 Reliability

144

(1)

6.1.3.2 Authenticity

144

(1)

6.1.3.3 Integrity

145

(1)

6.1.3.4 Usability

145

(1)

6.1.3.5 What Are the Records Management Risks Associated with Web Sites?

145

(1)

6.1.3.6 How Can I Conduct a Records Management Risk Assessment?

146

(1)

6.1.3.7 How Do I Track Changes to Web-Site Content Pages between Backups?

147

(1)

6.1.3.8 When Preserving Long-Term Web Content Records, How Can I Treat Hyperlinks?

148

(1)

6.1.3.9 Digital Asset Management

148

(2)

6.2 The Semantic Web

150

(3)

6.2.1 The eXtensible Rule Markup Language

152

(1)

6.3 Where Do We Go Next?

153

(1)

References

154

(1)

7 Business Intelligence

155

(28)

7.1 Competitive Advantage and BI

158

(1)

7.2 Using Information Technology to Gather Intelligence

159

(1)

7.3 Quaker Oats and Frito-Lay

159

(3)

7.4 The Value of Executive Information Systems

162

(2)

7.5 The Science of Gathering Business Intelligence

164

(2)

7.6 Checklist for the Information Audit

166

(3)

7.6.1 Selecting What Needs to Be Known

167

(1)

7.6.2 Collecting the Information

167

(1)

7.6.3 Transforming the Collected Information into Finished Products

167

(2)

7.6.4 Distributing the Finished Product to Appropriate Staff

169

(1)

7.7 Lincoln National Corporation

169

(2)

7.8 The Competitor Analysis

171

(5)

7.8.1 Step 1: Preliminary Meeting

172

(1)

7.8.2 Step 2: Information Meeting

172

(1)

7.8.3 Step 3: Cost Analysis

172

(1)

7.8.4 Step 4: Competitor Motivation

173

(1)

7.8.5 Step 5: Total Picture

173

(3)

7.9 Automatic Discovery Programs (aka Data Mining)

176

(3)

7.10 Data Visualization

179

(2)

7.11 Where Do We Go Next?

181

(1)

References

181

(2)

8 Auditing Knowledge Management

183

(14)

8.1 Complexity

183

(1)

8.2 Audit Questions

184

(6)

8.2.1 Where Did You Get the Knowledge for This System?

185

(2)

8.2.2 Did We Get All of the Knowledge?

187

(1)

8.2.3 How Much Common Sense Does the Knowledge-Based System Exhibit?

187

(1)

8.2.4 Does the Knowledge-Based System Make Mistakes?

188

(1)

8.2.5 Is the System Kept Up-to-Date?

189

(1)

8.2.6 Will the Users Actually Use the Knowledge-Based System?

189

(1)

8.3 An Audit Plan

190

(3)

8.4 Risk and Knowledge Management

193

(1)

8.5 Linking Knowledge Management to Business Performance

193

(2)

8.6 Where Do We Go Next?

195

(1)

References

195

(2)

9 Project Management Techniques

197

(36)

9.1 The Link between Knowledge Management and Product Management

197

(2)

9.2 The Project Planning Document

199

(7)

9.2.1 Defining the Plan

199

(2)

9.2.1.1 What Will Be Done?

199

(1)

9.2.1.2 When Will It Be Done?

199

(1)

9.2.1.3 How Much Will It Cost?

199

(2)

9.2.1.4 What Resources Will Be Needed?

201

(1)

9.2.2 Defining Project Goals

201

(1)

9.2.3 Defining Project Scope

201

(1)

9.2.4 Time Constraints

202

(1)

9.2.5 Budget Constraints

202

(1)

9.2.6 General Requirements

202

(1)

9.2.7 Technical Requirements

203

(1)

9.2.8 Hardware

203

(1)

9.2.9 Operating Systems

203

(1)

9.2.10 Networking

203

(1)

9.2.11 Application Software

204

(1)

9.2.12 Security

204

(1)

9.2.13 Scalability

204

(1)

9.2.14 Availability

204

(1)

9.2.15 Reliability

205

(1)

9.2.16 Maintenance

206

(1)

9.2.17 Disaster Recovery

206

(1)

9.3 Work Breakdown Structure (WBS): The Basis for Project Estimates

206

(13)

9.3.1 The Process of Human Resource Estimation: An Example

207

(6)

9.3.1.1 Project Estimates

207

(1)

9.3.1.2 Historical Data Used for Estimates

207

(1)

9.3.1.3 Estimation Techniques Applied and Results

208

(5)

9.3.2 Other Estimation Techniques

213

(2)

9.3.2.1 Estimating Nonhuman Resources

214

(1)

9.3.3 Managing Project Resources

215

(1)

9.3.3.1 Human Resources

215

(1)

9.3.3.2 Nonhuman Resources

215

(1)

9.3.4 Budgeting

216

(1)

9.3.4.1 Top-Down

216

(1)

9.3.4.2 Bottom-Up

217

(1)

9.3.4.3 Iterative

217

(1)

9.3.5 Budget Analysis

217

(2)

9.3.5.1 Cost-Benefit Analysis

217

(2)

9.3.5.2 Break-Even Analysis

219

(1)

9.3.5.3 Return on Investment

219

(1)

9.4 The Task Network

219

(7)

9.4.1 Task Identification and Descriptions

220

(1)

9.4.2 Task Sequence

221

(3)

9.4.3 Task Precedence

224

(1)

9.4.4 The Task List

224

(1)

9.4.5 Project Scheduling

225

(1)

9.5 The Proactive Risk Strategy

226

(5)

9.5.1 Sample Risk Plan

227

(2)

9.5.1.1 Scope and Intent of RMMM Activities

228

(1)

9.5.1.2 Risk Management Organizational Role

228

(1)

9.5.1.3 Risk Description

228

(1)

9.5.1.4 Risk Table

229

(1)

9.5.2 RMMM Strategy

229

(9)

9.5.2.1 Project Risk RMMM Strategy

230

(1)

9.5.2.2 Technical Risk RMMM Strategy

231

(1)

9.5.2.3 Business Risk RMMM Strategy

231

(1)

9.6 Where Do We Go Next?

231

(1)

References

232

(1)

Appendices

A Lessons Learned Form

233

(4)

B Metrics Guide for Knowledge Management Initiatives

237

(30)

B.1 Overview

237

(1)

B.2 Introduction

238

(3)

B.2.1 Building a Knowledge-Centric Organization: The Role of Metrics

239

(2)

B.2.2 What Is the Metrics Guide?

241

(1)

B.3 Designing Actionable KM Performance Measures

241

(12)

B.3.1 The KM Measurement Process

241

(1)

B.3.2 Who Are the Stakeholders and What Do They Need to Know?

241

(1)

B.3.3 Which Framework Is Best?

242

(2)

B.3.4 What Should Be Measured?

244

(7)

B.3.4.1 Qualitative and Quantitative Measures

246

(2)

B.3.4.2 A Key Qualitative Measurement Strategy: Storytelling

248

(1)

B.3.4.3 Future Scenarios

249

(1)

B.3.4.4 KCO-Specific Measures

250

(1)

B.3.5 How Should We Collect and Analyze the Measures?

251

(1)

B.3.6 What Do the Measures Tell Us? How Should We Change?

252

(1)

B.4 Getting Started

253

(1)

B.5 Program and Process Management

253

(4)

B.5.1 Business Applications

254

(1)

B.5.2 Performance Measures

255

(2)

B.5.2.1 Outcome Measures

255

(1)

B.5.2.2 Output Measures

256

(1)

B.5.2.3 System Measures

256

(1)

B.6 Program Execution and Operations

257

(2)

B.6.1 Business Applications

257

(2)

B.6.2 Performance Measures

259

(1)

B.6.2.1 Outcome Measures

259

(1)

B.6.2.2 Output Measures

259

(1)

B.6.2.3 System Measures

259

(1)

B.7 Personnel and Training

259

(3)

B.7.1 Business Applications

259

(1)

B.7.2 Performance Measures

260

(56)

B.7.2.1 Outcome Measures

261

(1)

B.7.2.2 Output Measures

261

(1)

B.7.2.3 System Measures

261

(1)

B.8 Summary of KM Performance Measures

262

(4)

References

266

(1)

C Web Resources

267

(2)

D Selecting a Content Management System Checklist

269

(2)

D.1 Before You Start

269

(1)

D.2 Determining Project Goals and Targets

269

(1)

D.3 Determining and Documenting Business Requirements

269

(1)

D.4 Producing Documentation

270

(1)

D.5 Evaluating and Selecting a CMS

270

(1)

References

270

(1)

E Checklist for Managing Online Content

271

(2)

E.1 General

271

(1)

E.2 Content Management Issues

271

(1)

References

272

(1)

F Checklist for KM Professional Services

273

(2)

References

274

(1)

G Knowledge Management Capacity Checklist

275

(32)

G.1 Format of the Survey

275

(1)

G.2 How to Complete the Survey

276

(29)

References

305

(2)

H Knowledge and Information Management Competencies

307

(8)

I Knowledge Discovery Techniques

315

(20)

I.1 Sources of Knowledge

316

(2)

I.1.1 Learning from Customers

317

(1)

I.1.2 Learning from Your Organization

317

(1)

I.1.3 Learning from Other Organizations

318

(1)

I.2 KM Techniques

318

(11)

I.2.1 Problem Solving

318

(2)

I.2.1.1 Exit Interviews

318

(1)

I.2.1.2 Speed Dating

319

(1)

I.2.1.3 Mind Mapping

319

(1)

I.2.2 Organizational Learning Approaches

320

(2)

I.2.2.1 After-Action Reviews

320

(1)

I.2.2.2 Project Reviews

321

(1)

I.2.2.3 Baton Passing

321

(1)

I.2.3 Organizational Design Approaches

322

(2)

I.2.3.1 Virtual Teams

322

(2)

I.2.3.2 Coaching and Mentoring

324

(1)

I.2.4 Cultural Approaches

324

(2)

I.2.4.1 Identifying Intellectual Capital

324

(2)

I.2.4.2 Building Communities of Practice (CoP)

326

(1)

I.2.5 Advanced Techniques

326

(3)

I.2.5.1 Social Network Analysis

326

(1)

I.2.5.2 Knowledge Audits

327

(1)

I.2.5.3 Design of Space

327

(1)

I.2.5.4 Knowledge Harvesting

328

(1)

I.2.5.5 Domain Knowledge Mapping

328

(1)

I.2.5.6 Storytelling

329

(1)

I.3 Tools for Organizing Knowledge Assets

329

(2)

I.3.1 Tools Based on Database Technologies

329

(1)

I.3.2 Electronic Document Management Systems (EDMS)

329

(1)

I.3.3 Metadata Management Systems

329

(1)

I.3.4 Generalized Retrieval Systems

330

(1)

I.3.5 Tools for Collaboration

330

(1)

I.4 Frameworks

331

(1)

I.5 Producing Corporate KM Strategies

332

(1)

I.6 Theories of Knowledge

332

(2)

Note

334

(1)

References

334

(1)

J Selecting and Integrating a Metadata Repository

335

(34)

J.1 How to Use This Appendix

336

(31)

J.1.1 Evaluating the Repository Workbench

337

(23)

J.1.1.1 Repository

337

(10)

J.1.1.2 Integration

347

(6)

J.1.1.3 Tools

353

(7)

J.1.2 Preparing for the Repository Workbench

360

(3)

J.1.3 Repository Metrics

363

(3)

J.1.3.1 DBA Objective Metrics

363

(1)

J.1.3.2 Repository Workbench Metrics

364

(2)

J.1.4 Scoring the Repository Workbench

366

(1)

References

367

(2)

K Sample Use Cases

369

(8)

K.1 Use Cases

369

(8)

K.1.1 Client

369

(3)

K.1.1.1 Free Tour

369

(1)

K.1.1.2 Client Registration

370

(1)

K.1.1.3 Searching the Database

370

(1)

K.1.1.4 Using the Discussion Board

370

(1)

K.1.1.5 Accessing Billing History

371

(1)

K.1.1.6 Submitting Feedback

371

(1)

K.1.1.7 Accessing Help

372

(1)

K.1.2 Staff

372

(1)

K.1.2.1 Accessing Database Information

372

(1)

K.1.2.2 Accessing Billing History

373

(1)

K.1.3 Administration

373

(4)

K.1.3.1 Grant Access Level

373

(1)

K.1.3.2 Generate Reports

374

(1)

K.1.3.3 Update the Web Site

374

(1)

K.1.3.4 Review Feedback

374

(3)

L Community of Practice: A Practitioner's Guide

377

(74)

L.1 Introduction

377

(1)

L.2 Getting Started: How to Create a Community

377

(22)

L.3 Creating Knowledge

399

(32)

L.4 Building the Knowledge Base

431

(13)

L.5 Sustaining Communities

444

(6)

Note

450

(1)

M Requirements Analysis Matrix

451

(10)

Index

461

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