Course DescriptionIn the quest for sustainable competitive advantage, companies have finally come to realize that technology alone is not that. What sustains is knowledge. It is in unchaining knowledge that lies in your company's people, processes, and experience that the hope for survival rests.

This course teaches you the essential principles of knowledge management. Shows how KM and CRM technologies work, and how they impact the IT infrastructure. Also shows how to use team-building and goal-setting exercises to create excellent KM/CRM projects, and how to align e-business strategy and technology choices.

This course is designed for people of all roles and disciplines that are new to the field of knowledge management or need to understand the whole picture. It is designed to bring people up to speed fast so they can participate in knowledge management initiatives in their organization.

Duration:
3 days (9:00 - 5:00)

Certification
The e-Business certification Knowledge Management exam will be conducted at the last day of the training. Students need to pass the online Prometric exam to receive the CEP certification.

Course Outline v2

Module I: Introduction to Knowledge Management Defining Knowledge Management
Three pillars of Knowledge Management
Objectives of knowledge management
Knowledge management perspectives
Essential Terms
Principles of Knowledge
Business Environment
KM and the e-Business Space
Significance of Knowledge Management
Evolution of Knowledge Management - Methods
Evolution of Knowledge Management - Thrust
Evolution of Knowledge Management - Focus
Knowledge Management Technology Scene
Management Challenges
Critical Success Factors

Module II: Knowledge and Learning Defining Knowledge
Defining Learning
KM and Learning in Organizations
The Knowledge Hierarchy
Knowledge as a Strategic Resource
Realities in Knowledge Management
Types of Organizational Knowledge
Types of Knowledge Acquired
Knowledge Transfer Modes
KM and Individual Learning
Optimal Characteristics of Learners
Learning Delivery types
E Learning Characteristics
Essentials of E Learning
Strategic Importance of E Learning
Effectiveness of E Learning

Module III: Organizational Learning and Learning Organizations Defining Organizational Learning
Organizational Learning Types
Levels of Organizational Learning
Motivation for Organizational Learning
Understanding a Learning Organization
Learning Organizations
Activity Profile of Learning Organizations
Characteristics of a Learning Organization
Five Disciplines of Learning Organizations
Learning Strategies
Sorting out Domains and Relationships
Relationship of IT, IM and KM
Essence of Knowledge Management
Knowledge Sharing
People, Places and Things
Reasons for Knowledge Sharing
Types of Knowledge shared
Capturing and sharing knowledge
Why People don't share
Why People share
How to share knowledge
Examples from the Private Sector
Examples from the Public Sector
Recommendations for sharing knowledge
Pitfalls to Avoid
Organizational Challenges

Module IV: Organizational Culture, Change Management and Communities of Practice Knowledge Flows and Networks
Social Network Analysis
Need for Analysis
SNA Applications
Exhibit - ContactMap
Organization Culture
Imbibing Culture
Typologies of Culture
Characteristics of Organization Culture
Aspects of Knowledge Management
Shaping Organization Culture
Schein's 10 Step Audit
Managing Change
Organization Performance Levers
Need for Change Management Approach
Knowledge Workers and Roles
Introducing Communities of Practice
Characteristics of Communities
CoP Facilitators
Strategic Purpose of Communities
Building CoP
CoP PhaseI,II
Components of CoP
Benefits from communities
Recommendations
Story Telling
Six steps in Story Telling
Characteristics of Stories

Module V: Enabling Technologies Requirements of Knowledge workers
Mapping KM Technology to Transfer Modes
Technology issues
Layers of a KM Platform
Technology Aspect of KM
Communications Module
Introducing the Intranet
Differentiating Intranet Internet and Extranet
Intranet Business Issues
Intranet Technology Issues
Intranet Components
Benefits of an Intranet
Applications and Benefits
Cost Benefit Analysis Exhibit
Intranet Technology Requirements
Challenges and Opportunities of a Corporate Intranet
Communities Teams And Experts
Expertise Location
Guidelines for Deploying an Expert Location System
Introducing Portals
Technology Requirements of Portals
Benefits of Portals
Relating Portals and Document Management
Portals and the e-Business Space
Enterprise Knowledge Portals
Content Management
Architecture of a CMS
Real Time Collaboration
Groupware Workflow and Document Management
Asynchronous Groupware
Synchronous or Real-time Groupware
Document Management and Imaging
Other supporting technology
Technology Challenges
KM Deployment Phases
Top 100 KM companies

Module VI: Knowledge Management Frameworks and Processes Introducing the Knowledge management Framework
Requirements from a KM Framework
Basics of a knowledge framework
Overview of Popular Frameworks
Selecting a KM Framework
Knowledge Processes
Modes of Knowledge Generation
Knowledge Creation
IT Application for Knowledge Creation
Knowledge Storage / Retrieval
Forms of Knowledge Storage / Retrieval
Knowledge Repositories
Corporate Knowledge Repository
IT Applications for Knowledge Storage / Retrieval
Knowledge Transfer
Five Elements of Knowledge Transfer
Informal and Formal Channels
IT Applications for Knowledge Transfer
Knowledge Application
IT Applications for Knowledge Application
Social Capital
Protecting Knowledge
Knowledge Harvesting
Knowledge Management Process Map
Embedding Knowledge in Organization Processes
Exhibit. Business process Mapping
Exhibit. Embedding Business Process Knowledge

Module VII: Knowledge Strategy Strategic Themes
Importance of KM Strategy
Essentials Of Knowledge Management Strategy
Knowledge Management Strategies
Codification
Codification Example: Daimler Chrysler
Personalization
Comparing Codification and Personalization
Best Practices
Best Practices Example: Ford
Communities of Practice
Communities of Practice Example: Siemens
Exhibit. Strategies
Exhibit. Benefits
Guidelines for Knowledge Strategy Formulation

Module VIII: Knowledge Management Assessment and Planning The Knowledge Management Maturity Model
Need For Maturity Model
Knowledge Management Maturity Levels
Key Factors Involved
Key Result Areas
Siemens AG KMMM
KMMM Auditing
KM Readiness Assessment
Importance of Assessing KM Readiness
How to assess organizational readiness
KM Framework Readiness Example: KPMG
Implications
Enhancing Organizational Knowledge Maturity
Knowledge Auditing
Need for Auditing Knowledge
Sources of Knowledge for Audit
Knowledge Audit Methods
Basic Audit Methodology
Challenges For Auditing Knowledge
Sample Audit outline
Deliverables of a Knowledge Audit
Knowledge Management Project Initiation
Project Planning Guidelines
Critical Success Factors

Module IX: Knowledge Management Measurements and Methodologies Basics Of Measurement And Metrics
Significance of KM Measurement
Types of Metrics
Analysis and Interpretation
The Measurement Process
Qualitative and Quantitative Measures
Balanced Scorecard
Need for Implementation Methodology
APQC KM Road Map
Exhibit. PWC KM Project Methodology
Example of a Methodology: British Petroleum
Critical Success Factors

Module X: Building a Business Case for Knowledge Management Definition of Business Case
The Business Development Process
Target Value Drivers For KM
Arriving At Benchmarks For KM
Basics of Financial Analysis
Measurement Plan
Example of a Balanced Scorecard
Phases of a KM Project
ROI
Other Financial Analysis Methods
Role Of Measurement In Business Case