KnowlegeMangement_MonaHagras-06032025.pdf

Types of Knowledge
What is Knowledge Management
Knowledge Management Components &Process
Knowledge Management Tools
Benefits of knowledge Management
Knowledge Management and Iso Standards
Knowledge Management and EFQM
The reasons of failure of a Knowledge Management

1. Knowledge Management
Dr. Mona Hagras
[email protected]

2. Agenda
•
Introduction
•
Types of Knowledge
•
What is Knowledge Management
•
Knowledge Management Components &Process
•
Knowledge Management Tools
•
Benefits of knowledge Management
•
Knowledge Management and Iso Standards
•
Knowledge Management and EFQM
•
The reasons of failure of a Knowledge Management
•
Recommendations
Dr. Mona Hagras
2

3. What is the difference between Knowledge
and Information?
Dr. Mona Hagras
3
Information
Knowledge
-raw facts
-figures
-not yet interpreted or fully understood.
-Information serves as the building blocks or raw
materials for knowledge
-encompasses the understanding, interpretation, and
application of information.
-Knowledge is information that has been processed by the
human mind through learning, experience, or instruction.
-Knowledge is more internal,shaped by individual
experiences, beliefs, and insights.
-what’ but also ‘how’ and ‘why’

4. Dr. Mona Hagras 4
Types of Knowledge
https://theintactone.com/2018/04/20/bia-u4-topic-1-types-of-knowledge/#goog_rewarded
https://www.slideshare.net/SivathanuN/knowledge-management-hr-training#7

5. What is Knowledge Management?
Knowledge management(KM) is the process of
identifying, organizing, storing and disseminating
information within an organization
Dr. Mona Hagras 5

6. •
Peopletolead,sponsor,andsupportknowledgesharing.
•
Processestomanageandmeasureknowledgeflows.
•
KnowledgeContentandITtoolsthatconnecttherightpeopleto
therightcontentattherighttime.
•
ClearanddocumentedStrategyforusingKMtomeetthemost
importantandurgentneedsofthebusiness.
Dr. Mona Hagras 6
Thebestfourcomponentsofknowledgemanagementare
people,process,content/IT,andstrategy.
Knowledge Management Components

7. Knowledge Management Process
In Literature,
knowledge
management
processare
:
•
acquisition
•
creation
•
refinement
•
storage
•
transfer
•
sharing
•
utilization.
Dr. Mona Hagras
7
W.R. King (ed.), Knowledge Management and Organizational Learning,
Annals of Information Systems 4, DOI 10.1007/978-1-4419-0011-1_1, © Springer Science+BusinessMedia, LLC 2009
Knowledge
Creation
Knowledge
Storage
Knowledge
Sharing
This process can be
synthesized through
three main steps:

8. Knowledge management tools
•
Documentmanagementsystems actasacentralizedstoragesystem
fordigitaldocuments,suchasPDFs,images,andwordprocessingfiles.
Thesesystemsenhanceemployeeworkflowsbyenablingeasyretrieval
ofdocuments,suchaslessonslearned.
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Examples of knowledge management systems can include:
https://www.sutisoft.com/blog/what-should-you-expect-from-document-management-software/

9. Knowledge management tools
Content management systems(CMS)
are applications which manage web
content where end users can edit and
publish content. These are commonly
confused with document management
systems, but CMSs can support other
media types, such as audio and video.
Dr. Mona Hagras
9
Examples of knowledge management systems can include:
https://www.theedigital.com/blog/top-reasons-to-use-a-content-management-system

10. Knowledge management tools
Intranetsareprivatenetworksthatexistsolelywithinan
organization,whichenablethesharingofenablement,tools,and
processeswithininternalstakeholders.Whiletheycanbetime-
consumingandcostlytomaintain,theyprovideanumberof
groupwareservices,suchasinternaldirectoriesandsearch,which
facilitatecollaboration.
Dr. Mona Hagras 10
Examples of knowledge management systems can include:
https://www.bounteous.com/insights/2020/09/29/remote-working-communicating-effectively-through-intranets/

11. •
Wikiscanbeapopularknowledgemanagementtoolgivenits
easeofuse.Theymakeiteasytouploadandeditinformation,
butthiseasecanleadtoconcernsaboutmisinformationas
workersmayupdatethemwithincorrectoroutdated
information.
•
Datawarehousesaggregatedatafromdifferentsourcesintoa
single,central,consistentdatastoretosupportdataanalysis,
datamining,artificialintelligence(AI),andmachine
learning.Dataisextractedfromtheserepositoriessothat
companiescanderiveinsights,empoweringemployeestomake
data-drivendecisions
Dr. Mona Hagras
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Knowledge management tools
Examples of knowledge management systems can include:

12. Benefits of knowledge Management
1.
Enhancing Efficiency and Productivity
2.
Facilitating Innovation and Creativity
3.
Improved Decision-Making
4.
Enhanced Knowledge Sharing and Collaboration
5.
Economic Benefits of Knowledge Management
6.
Cost Reduction and ROI
7.
Revenue Growth and Market Expansion
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13. Knowledge Management & ISO Standards
Dr. Mona Hagras 13

14. ISO 9001-2015Quality Management
&
Knowledge Management
Dr. Mona Hagras 14
•
Clause 7.1.6: Organizational Knowledge (Direct KM Integration in ISO 9001)
Requires organizations to identify, capture, and maintain knowledge needed for process efficiency
and quality. Ensures knowledge is available to employees when needed. Prevents loss of critical
knowledge when employees leave.
•
How Knowledge Management Supports ISO 9001 Compliance
o
Documenting best practices & lessons learned for process
consistency.
o
Training and onboarding to ensure knowledge transfer.
o
Knowledge repositories for accessible quality records.
o
Continuous improvement through data-driven learning.

15. Evolution of ISO 30401-2018
Dr. Mona Hagras
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Knowledge management systems —Requirements

16. ISO 30401:2018
The Knowledge Management Standard
ISO30401:2018
•
Thefirstdedicatedinternationalstandard for
KnowledgeManagement(KM).
•
Providesguidelinesforcreating,maintaining,and
improvingKnowledgeManagementSystems(KMS).
•
Ensuresorganizationsmanageknowledgeasastrategic
asset.
Dr. Mona Hagras 16

17. ISO 27001:2022–Information Security
&
Knowledge Management
ISO 27001:2022
•
An international standard for Information
Security Management Systems (ISMS).
•
Helps organizations protect sensitive datafrom
security threats.
•
Focuses on confidentiality, integrity, and
availability (CIA) of information.
Dr. Mona Hagras 17

18. ISO 14001:2015–Environmental Management
&
Knowledge Management
ISO 14001:2015
•
An international standard for Environmental Management Systems
(EMS).
•
Helps organizations reduce environmental impactand comply with
regulations.
•
Focuses on sustainability, resource efficiency, and continuous
improvement.
Dr. Mona Hagras 18

19. Knowledge Management
&
EFQM Excellence Model
EFQM Excellence Model
•
A globally recognized framework for
organizational excellence.
•
Helps businesses assess strengths,
weaknesses, and improvement areas.
•
Based on key enablers: Leadership,
Strategy, People, Partnerships &
Resources, Processes,
Products,Services.
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20. Dr. Mona Hagras
20
Knowledge Management
&
EFQM Excellence Model
The relationship between Knowledge
Management (KM) and the EFQM
Model is explicitly highlighted in the
EFQM framework, particularly in the area
of Driving Performance &
Transformation
5.4 Leverages Data-Driven Insights & Knowledge
5.5 Manage Assets &resources

21. Strategies to Accelerate knowledge
Management
•
OrganizationalCulture:Managementpracticeswillaffectthetype
oforganizationthatexecutiveslead.Managerscanbuildlearning
organizationsbyrewardingandencouragingknowledgesharing
behaviorsacrosstheirteams.Thistypeofleadershipsetsthe
groundworkforteamstotrusteachotherandcommunicatemore
openlytoachievebusinessoutcomes.
•
Communitiesofpractice:Centersofexcellenceinspecific
disciplinesprovideemployeeswithaforumtoaskquestions,
facilitatinglearningandknowledgetransfer.Inthisway,
organizationsincreasethenumberofsubjectmatterexpertsina
givenareaofthecompany,reducingdependenciesonspecific
individualstoexecutecertaintasks
Dr. Mona Hagras 21

22. The reasons of failure of a
Knowledge Management System
•
Lack of user buy-in / Management sponsorship
•
Projects led by IT only- Users change the requirements
•
All the concerned users are not consulted
•
Service Level Agreement (SLA) is not defined
•
Metadata is insufficient- Unclear link between Data and Indicators
•
No data classification and ownership
•
No security management
Dr. Mona Hagras 22

23. Recommendations
•
TheKnowledgeItemsshouldbeclearlydefined.The
Organizationshouldfirstidentifyallofitsexplicitand
tacitknowledgeitems,classifythemandshould
definethesecuritylevelsoftheseknowledgeitems.
•
TheKnowledgeManagementframeworkshouldbe
structuredandshouldbecommunicatedtoallthe
participants.Eachplayershouldknowitsroleinthe
overallworkflow.
•
TheKnowledgeCreationworkflowshouldbe
monitored.
•
Thedefinedevaluationmechanismshouldbeinplace.
•
ThesupportgroupsshouldalsobeinvolvedintheKM
process.
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24. Knowledge must be
shared in the
moment to be
relevant
Dr. Mona Hagras 24

25. Q&A
Thank you
Dr. Mona Hagras 25