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• Cover
• Half Title
• Title Page
• Copyright Page
• Table of Contents
• Preface
• Acknowledgments
• 1. Introducing Knowledge Management
• What Is Knowledge Management?
• Forces Driving Knowledge Management
• 1. Increasing Domain Complexity
• 2. Accelerating Market Volatility
• 3. Intensified Speed of Responsiveness
• 4. Employee Turnover
• Issues in Knowledge Management
• Text Overview
• Part I Principles of Knowledge Management
• Part II Knowledge Management Technologies and Systems
• Part III Management of Knowledge Management
• Part IV Emergent Trends in Knowledge Management
• Summary
• Review
• Application Exercises
• References
• PART I Principles of Knowledge Management
• 2. The Nature of Knowledge
• What Is Knowledge?
• Alternative Views of Knowledge
• Subjective View of Knowledge
• Objective View of Knowledge
• Different Types of Knowledge
• Procedural or Declarative Knowledge
• Tacit or Explicit Knowledge
• General or Specific Knowledge
• Combining the Classifications of Knowledge
• Knowledge and Expertise
• Some Concluding Remarks on the Types of Knowledge
• Locations of Knowledge
• Knowledge in People
• Knowledge in Artifacts
• Knowledge in Organizational Entities
• Knowledge in Communities of Practice
• Knowledge Locations and Forms of Intellectual Capital
• Summary
• Review
• Application Exercises
• References
• 3. Knowledge Management Foundations: Infrastructure, Mechanisms, and Technologies
• Knowledge Management
• Knowledge Management Solutions and Foundations
• Knowledge Management Infrastructure
• Organization Culture
• Organization Structure
• Information Technology Infrastructure
• Common Knowledge
• Physical Environment
• Knowledge Management Mechanisms
• Knowledge Management Technologies
• Working Arrangements and Operations at IMC before the COVID-19 Pandemic
• How IMC’s Working Arrangements Changed during the Pandemic
• New Blended Workforce after the Pandemic
• Management of Knowledge Management Foundations (Infrastructure, Mechanisms, and Technologies)
• Summary
• Review
• Application Exercises
• References
• 4. Knowledge Management Solutions: Processes and Systems
• Knowledge Management Processes
• Knowledge Discovery
• Knowledge Capture
• Knowledge Sharing
• Knowledge Application
• Knowledge Management Systems
• Knowledge Discovery Systems
• Knowledge Capture Systems
• Knowledge Sharing Systems
• Knowledge Application Systems
• Managing Knowledge Management Solutions
• Alignment between Knowledge Management and Business Strategy
• Summary
• Review
• Application Exercises
• References
• 5. Organizational Impacts of Knowledge Management
• Impact on People
• Impact on Employee Learning
• Impact on Employee Adaptability
• Impact on Employee Job Satisfaction
• Impact on Processes
• Impact on Process Effectiveness
• Impact on Process Efficiency
• Impact on Process Innovation
• Impact on Products
• Impact on Value-Added Products
• Impact on Knowledge-Based Products
• Impact on Organizational Performance
• Direct Impacts on Organizational Performance
• Indirect Impacts on Organizational Performance
• Summary
• Review
• Application Exercises
• References
• PART II Knowledge Management Technologies and Systems
• 6. Knowledge Application Systems: Systems that Utilize Knowledge
• Knowledge Application
• Rule-Based Systems
• Case-Based Reasoning Systems
• Developing Knowledge Application Systems
• Domain Specific Implementations of Knowledge Application Systems
• Help Desk or Support Technologies
• Fault Diagnosis
• CBR in Intelligent Manufacturing Applications
• CBR in Fraud Detection
• Case Studies
• The SBIR/STTR Online System (SOS) Advisor: A Web-Based Expert System to Profile Organizations
• Advanced Bolus Calculator for Diabetes (ABC4D)
• Fidelity Life Insurance
• Limitations of Knowledge Application Systems
• Summary
• Review
• Application Exercises
• References
• 7. Knowledge Capture Systems: Systems that Preserve and Formalize Knowledge
• What Are Knowledge Capture Systems?
• Knowledge Management Mechanisms for Capturing Tacit Knowledge: Using Organizational Stories
• Techniques for Organizing and Using Stories in the Organization
• Designing the Knowledge Capture System
• Concept Maps
• Knowledge Representation through the Use of Concept Maps
• Knowledge Capture Systems Based on Concept Maps
• Context-Based Reasoning
• Knowledge Representation through the Use of Context-Based Reasoning
• Knowledge Capture Systems Based on Context-Based Reasoning
• Barriers to the Use of Knowledge Capture Systems
• Research Trends
• Using Learning by Observation to Capture Knowledge
• Radio Frequency Identification
• Summary
• Review
• Application Exercises
• References
• 8. Knowledge Sharing Systems: Systems that Organize and Distribute Knowledge
• What Are Knowledge Sharing Systems?
• The Computer as a Medium for Sharing Knowledge
• Designing the Knowledge Sharing System
• Barriers to the Use of Knowledge Sharing Systems
• Specific Types of Knowledge Sharing Systems
• Incident Report Databases
• Alert Systems
• Best Practices Databases
• Lessons Learned Systems (LLS)
• Lessons Learned Systems
• 1 Collect the Lessons
• 2 Verify the Lessons
• 3 Store the Lesson
• 4 Disseminate the Lesson
• 5 Apply the Lesson
• Expertise Locator Knowledge Sharing Systems
• The Role of Ontologies and Knowledge Taxonomies in the Development of Expertise Locator Systems
• Case Studies
• The Launch of Virtual Collaborative Decision Support at NASA
• Overview of the Searchable Answer Generating Environment (SAGE) Expert Finder: Locating University Expertise
• Overview of Expert Seeker: Locating Experts at the National Aeronautics and Space Administration
• Overview of BlueReach: A System to Facilitate Real-Time Knowledge Sharing, Capture, and Reuse
• Shortcomings of Knowledge Sharing Systems
• Knowledge Management Systems that Share Tacit Knowledge
• Summary
• Review
• Application Exercises
• References
• 9. Knowledge Discovery Systems: Systems that Create Knowledge
• Mechanisms to Discover Knowledge: Using Socialization to Create New Tacit Knowledge
• Technologies to Discover Knowledge: Using Data Mining to Create New Explicit Knowledge
• Designing the Knowledge Discovery System
• Business Understanding
• Data Understanding
• Data Preparation
• Model Building and Validation
• Evaluation and Interpretation
• Deployment
• Guidelines for Employing Data Mining Techniques
• Discovering Knowledge on the Web
• Web Mining Techniques
• Uses for Web Data Mining
• Data Mining and Customer Relationship Management
• Barriers to the Use of Knowledge Discovery Systems
• Case Studies
• An Application of Rule Induction to Real Estate Appraisal Systems
• An Application of Web Content Mining to Expertise Locator Systems
• Novel-Knowledge Discovery on the Web
• Summary
• Review
• Application Exercises
• References
• PART III Management of Knowledge Management
• 10. Factors Influencing Knowledge Management
• A Contingency View of Knowledge Management
• The Effects of Task Characteristics
• The Effects of Knowledge Characteristics
• The Effects of Organizational and Environmental Characteristics
• Identification of Appropriate Knowledge Management Solutions
• Step 1. Assess the Contingency Factors
• Step 2. Identify the KM Processes Based on Each Contingency Factor
• Step 3. Prioritize the Needed KM Processes
• Step 4. Identify the Existing KM Processes
• Step 5. Identify the Additional Needed KM Processes
• Step 6. Assess the KM Infrastructure and Identify the Sequential Ordering of KM Processes
• Step 7. Develop Additional Needed KM Systems, Mechanisms, and Technologies
• Illustrative Example
• Summary
• Review
• Application Exercises
• References
• 11. Leadership and Assessment of Knowledge Management
• Leadership of Knowledge Management
• Importance of Knowledge Management Assessment
• Types of Knowledge Management Assessment
• The Timing of KM Assessment
• The Nature of KM Assessment
• Differences in the Aspects of KM Assessed
• Assessment of Knowledge Management Solutions
• Assessment of Knowledge
• Assessment of Impacts
• Assessment of Impacts on Employees
• Assessment of Impacts on Processes
• Assessment of Impacts on Products
• Assessment of Impacts on Organizational Performance
• Conclusions about Knowledge Management Assessment
• Who Performs KM Assessment?
• Overall Approaches for KM Assessment
• Further Recommendations for KM Assessment
• Summary
• Review
• Application Exercises
• References
• PART IV Emergent Trends in Knowledge Management
• 12. Knowledge Management through Cloud Computing
• What is Cloud Computing?
• History and Background of Cloud Computing
• Virtualization: Containerization and Microservices
• Cloud-Computing Deployment Models
• Cloud Service Models
• Cloud Computing and Knowledge Management
• Case Studies
• Dropbox Cloud Storage Service and KM
• AT&T Cloud First Policy with Microsoft Azure
• Service Cloud at Fisher & Paykel
• Summary
• Review
• Application Exercises
• References
• 13. Knowledge Management through Communities and Crowds
• Digitally-Enabled Communities
• Web 2.0 and the History of Digital Platforms
• Digital Community Platforms and KM Processes
• Online Communities
• Crowdsourcing Communities
• Examples
• Summary
• Review
• Application Exercises
• References
• 14. Knowledge Management through Artificial Intelligence and other Emergent Technologies
• History of Artificial Intelligence
• Artificial and Human Intelligence
• AI and Knowledge Creation
• Machine Learning
• Data Mining
• Machine Learning Algorithms
• Natural Language Processing (NLP) and Text Mining
• Case Studies
• Virtual Assistant and Customer Service
• AI and Sports Athletics
• Intelligent Document Processing: Amazon Comprehend
• AI/ML and Knowledge Application Cases
• Autonomous Vehicles and Driver Assistants
• Fraud Detection
• AI in Healthcare and Medicine
• Limitations and Future Directions
• Summary
• Review
• Application Exercises
• References
• 15. Knowledge Management during Global Crises
• Crises and Knowledge Management
• KM Systems and Processes during Crisis
• Types of Crises
• Crisis Management Plans and Models
• Pre-Crisis Management
• Crisis Response Management
• Post-Crisis Management
• Case Studies
• Summary
• Review
• Application Exercises
• References
• 16. The Future of Knowledge Management
• Using Knowledge Management as a Decision-Making Paradigm to Address Wicked Problems
• Promoting Knowledge Sharing while Protecting Intellectual Property
• 1 Nondisclosure Agreements
• 2 Patents
• 3 Copyrights
• 4 Trade Secrets
• Exploiting Internal and External Knowledge Sources
• The Value of Grassroots Contributions
• Information Technologies and KM
• Addressing Barriers to Knowledge Sharing and Creation
• Privacy Concerns
• Concerns Related to “Knowledge as Power”
• Senior Executives’ Reluctance to Adapt
• Concluding Remarks
• Review
• Application Exercises
• References
• Index