Course Description

In 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.

Who Should Attend

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

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

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

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

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

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

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

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

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

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


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