Chapter Knowledge Transfer in the EWorld KNOWLEDGE TRANSFER

Chapter ９: Knowledge Transfer in the E-World KNOWLEDGE TRANSFER IN THE E-WORLD Chapter 4

Chapter ９: Knowledge Transfer in the E-World Knowledge Transfer & Sharing in E-World Knowledge Sources CORPORATE DATABASES KNOWLEDGE BASE Knowledge-based Applications Intranet KNOWLEDGE TRANSFER Extranet Clients Partners Services Provider Knowledge Consumers 3 rd Party Vendors 2

Chapter ９: Knowledge Transfer in the E-World The E-World (Internal) Intranets n Internet technology to serve the internal needs of an organization n Link knowledge workers and users (like line managers) 24 hrs a day n Justified when number of employees is moderate to large (e. g. , 100 employees or more) n Justified when the needed knowledge must reach its destination in a hurry 3

Chapter ９: Knowledge Transfer in the E-World Intranet - A Conceptual Model Knowledge Workers -Product Design Budget Director -New Production Team -Manufacturing Knowledge Transfer & Sharing CORPORATE INTRANET Sales Committee — New Product Advertising Team — New Product 4

Chapter ９: Knowledge Transfer in the E-World The E-World (External) Extranet for Knowledge Exchange n A company Web site linking two or more trading partners (B 2 B) n System designers at each participating company must collaborate to ensure a common interface n Backbone of E-commerce n Benefit: Faster time to market, increased partner interaction, and customer loyalty 5

Chapter ９: Knowledge Transfer in the E-World General Extranet Layout Distributors Firewall Customers Office A INTERNET Suppliers Office B Firewall Corporate intranet 6

Chapter ９: Knowledge Transfer in the E-World Extranets (cont’d) n Extranets ensure lasting bonds between partners and corporate members n Support from management is essential to success n Extranets are the technical community to generate revenue and ensure competitive advantage 7

Chapter ９: Knowledge Transfer in the E-World Groupware n Software that helps people work together from a distance n Facilitates knowledge transfer between knowledge seekers and knowledge providers n Categorized by whether users are working face-to-face or in different locations n Categorized also by whether users are working together at the same time or different 8

Chapter ９: Knowledge Transfer in the E-World Groupware Categories Same Place (colocated) Voting, Same Time (synchronous) Presentation support Different Time (asynchronous) Shared computers Different Place (distance) Chat room, Teleconferencing Workflow process, E-mail 9

Chapter ９: Knowledge Transfer in the E-World Prerequisites for Success (Groupware) n Compatibility of software n Perceived benefit to every member of the group n Successful structure of communication 10

Chapter ９: Knowledge Transfer in the E-World Groupware Applications n E-Mail n Intranet and e-mail complement each other in knowledge transfer and communication within an organization n Unified “content management” and “messaging services” n Becoming a standard for knowledge dissemination of all kinds 11

Chapter ９: Knowledge Transfer in the E-World Groupware Applications (cont’d) n Newsgroups and work -flow systems n Chat rooms n Video communication n Knowledge sharing groupware n Group calendaring and scheduling 12

Chapter ９: Knowledge Transfer in the E-World E-Business n Brings universal access to Internet to core business process of exchanging information between businesses, n between people within a business, n between a business and its many clients n n Connects critical business systems directly to critical constituencies 13

Chapter ９: Knowledge Transfer in the E-World E-Business (cont’d) n Enables companies to accomplish these goals: n Create new products or services n Build customer loyalty via knowledge exchange/sharing n Enrich human capital by direct knowledge transfer n Use current technologies for R&D and creation of new knowledge for new products and services n Achieve market leadership and competitive 14

Chapter ９: Knowledge Transfer in the E-World E-Business - Problems and Drawbacks System and knowledge integrity n Viruses cause unnecessary delays, file backups, storage problems, etc. n Danger of hackers accessing files and corrupting accounts n Corporate vulnerability to access by the competitor n 15

Chapter ９: Knowledge Transfer in the E-World The Value Chain in E-Business n A way of organizing primary and secondary activities of a business, where each provides “value added” to total operation n A way of looking at how various knowledge exchange adds value to adjacent activities and to the company in general n Everywhere value is added is where knowledge is created, transferred, or shared 16

Chapter ９: Knowledge Transfer in the E-World Supply Chain Management n n SCM means having the right product in the right place, at the right time, at the right price, in the right condition Requires collaboration, knowledge sharing of logistics, and consensus among knowledge workers and suppliers Employs powerful tools to allow companies to exchange and update information Goals of SCM are improving efficiency and profitability 17

Chapter ９: Knowledge Transfer in the E-World Customer Relationship Management (CRM) n Goal is to improve relationship management with customers and supply chain partners n A business strategy to learn more about customers’ needs and behavior to develop stronger relationships with them 18

Chapter ９: Knowledge Transfer in the E-World Benefits of CRM Increased customer satisfaction n Cross-selling products efficiently n Making call centers more efficient n Simplifying marketing and sales processes n Discovering new customers n 19

Chapter ９: Knowledge Transfer in the E-World Critical Operational Components for CRM Personalization services n Secure services to enforce security rules n Publishing services to document location and meaning of business content n Access services to help users find access portal content n Subscription services to deliver business content via e-mail, fax, or n 20

Chapter ９: Knowledge Transfer in the E-World Critical Analytical Components for CRM n Capture very large volume of data and transform it into analysis formats to support enterprise-wide analytical requirements n Process and deploy quickly the intelligence gathered from analytical environments 21

Chapter ９: Knowledge Transfer in the E-World Customers, Partners, Employees, Suppliers Port al Presentation Layer Personalization Services Application Services Secure Services Publishing Services Subscription Services Collaboration Services Access/Search Services Download Centre Work-flow Services Operational Data. Wizard Sources Registration Bulk Import Digital Dashboard Services Sales/Marketi Customer Services Order Management. Billing ng Data Marts Custome r Produc t Sale s Access Layer Support Order s 22

Chapter ９: Knowledge Transfer in the E-World Typical CRM Network Customer Supply Chain Partners Telephone Call Center Web-Based Portal Corporate Database Purchase Order Returns Customer Information 23