Knowledge Management Systems
By Dr. G C Mohanta, Professor, Al-Qurmoshi Institute of Business Management,
KM systems are the integration of technologies and mechanism that are developed to support the
four KM processes. KM mechanisms and technologies are used in KM systems, with each KM
system utilizing a combination of multiple mechanisms and multiple technologies. Moreover, the
same KM mechanism or technology could support multiple KM systems. KM systems enable
KM processes, with a KM system focusing on one specific KM processes.
KM processes and KM systems are specific solutions for KM needs whereas KM infrastructure,
mechanisms and technologies are broader. KM systems utilize a variety of KM mechanisms and
techniques to support the KM processes. Moreover the same KM mechanism or technology
could, under differing circumstances, support multiple KM systems.
Depending on the KM Process most directly supported, KM systems can be classified into four
kinds: knowledge discovery systems, knowledge capture systems, knowledge sharing systems
and knowledge application systems.
Knowledge discovery systems - Knowledge discovery systems support the process of
developing new tacit or explicit knowledge from data and information or from the synthesis of
prior knowledge. These systems support two KM sub-processes associated with KM discovery:
combination, enabling the discovery of new explicit knowledge; and socialization, enabling the
discovery of new tacit knowledge.
Thus, mechanisms and technologies can support knowledge discovery systems by facilitating
combination and/or socialization. Mechanisms that facilitate combination include collaborative
problem solving, joint decision making and collaborative creation of documents. For example, at
the senior management level, new explicit knowledge is created by sharing documents and
information related to midrange concepts (e.g., corporate vision) to produce new knowledge
about both areas. Thus newly created knowledge could be, for example, a better understanding of
products and a corporate vision. Mechanisms that facilitate socialization include
apprenticeships, employee rotation across areas, conferences, brain storming retreats,
cooperative projects across departments, and initiation process for new employees.
Technologies facilitating combination for knowledge discovery systems are, data bases and Web-
based access to data. Reconfiguration of existing information through sorting, adding,
combining and categorizing of explicit knowledge can lead to new knowledge. Repositories of
information, best practice data-bases and lessons learned systems also facilitate combination.
Technologies can also facilitate socialization, albeit to a lesser extent than they can facilitate
combination. Some of the technologies for facilitating socialization include video conferencing
and electronic support for communities of practice.
Knowledge capture systems - Knowledge capture systems support the process of retrieving
either explicit or tacit knowledge that resides within or outside organizational boundaries
including within consultants, competitors, customers, suppliers and prior employers of the
organization’s new employees. Knowledge capture systems rely on mechanisms and
technologies that support externalization and internalization.
KM mechanisms can enable knowledge capture by facilitating externalization – that is, the
conversion of tacit knowledge into explicit form; or internalization – that is, the conversion of
explicit knowledge into tacit form. The development of models or prototypes and the articulation
of best practices or lessons learned are some examples of mechanisms that support
Learning by doing, on the job training, learning by observation and face to face meetings are
some of the mechanisms that facilitate internalization. For example, at one firm, the product
divisions also frequently send their new product development people to the Answer Centre to
chat with the telephone operators or the 12 specialists, thereby ‘re-experiencing’ their
Technologies can also support knowledge capture systems by facilitating externalization and
internalization. Externalization through knowledge engineering which involves integrating
knowledge into information systems to solve complex problems that normally require
considerable human expertise is necessary for the implementation of intelligent technologies,
such as, expert systems, case based reasoning systems and knowledge capture systems.
Technologies that facilitate internalization include computer based training and communication
Knowledge sharing systems
Knowledge sharing systems support the process through which explicit or tacit knowledge is
communicated to other individuals. Knowledge sharing means effective transfer, so that the
recipient of knowledge can understand it well enough to act on it. What is shared is knowledge
rather than recommendations based on knowledge; the former involves the recipient acquiring
the shared knowledge as well as being able to take action based on it, whereas the latter (which is
direction) simply involves utilization of knowledge without the recipient internalizing the shared
knowledge. Knowledge sharing may take place across individuals as well as across groups,
departments or organizations.
If knowledge exists at a location that is different from where it is needed, either knowledge
sharing or knowledge utilization without sharing is necessary. Sharing knowledge is clearly an
important process in enhancing organizational innovativeness and performance.
Depending on whether explicit or tacit knowledge is being shared, exchange or socialization
processes are used. Socialization facilitates the sharing of tacit knowledge in cases in which new
tacit knowledge is being created as well as when new tacit knowledge is not being created. There
is no intrinsic difference between the socialization process when used for knowledge discovery
or knowledge sharing, although the way in which the process may be used could be different. For
example, when used to share knowledge, a face to face meeting could involve a question and
answer session between the sender and recipient of knowledge, whereas when used to create
knowledge a face to face meeting could take more the form of a debate or joint problem solving.
Exchange, in contrast to socialization, focuses on sharing of explicit knowledge. It is used to
communicate or transfer explicit knowledge among individuals, groups and organizations. In its
basic nature, the process of exchange of explicit knowledge does not differ from the process
through which information is communicated. An example of exchange is a product design
manual being transferred by one employee to another, who can then use the explicit knowledge
contained in the manual. Exchanging a document could also be used to transfer information.
Knowledge application systems
Knowledge Application Systems contribute most directly to organizational performance when it
is used to make decisions and perform tasks. Of course, the process of knowledge application
depends on the available knowledge, and knowledge itself depends on the processes of
knowledge discovery, capture and sharing. The better the processes of knowledge discovery,
capture and sharing, the greater the likelihood that the knowledge needed is available for
effective application in decision making and task performance.
In applying knowledge, the party that makes use of it does not necessarily need to comprehend it.
All that is needed is that somehow the knowledge be used to guide decisions and actions.
Therefore, knowledge utilization benefits from two processes – routines and direction – that do
not involve the actual transfer or exchange of knowledge between the concerned individuals but
only the transfer of recommendations that is applicable in a specific context.
Table: KM Processes and Systems and Associated Mechanisms and Technologies
access to data, data mining,
repositories of information,
Web portals, best practices
and lessons learned
-do- -do- Socialization Employee rotation
Externalization Models, prototypes,
Expert systems, chat groups,
best practices, and lessons
-do- -do- Internalization Learning by doing,
on the job training,
face to face
acquisition, computer based
Socialization See above See above
-do- -do- Exchange Memos, manuals,
Team collaboration tools,
Web based access to data,
databases, and repositories
of information, best
practices databases, lessons
learned systems and
expertise locator systems
desks and support
Capture and transfer of
experts’ knowledge, trouble
shooting systems and case
based reasoning systems,
decision support systems
-do- -do- Routines Organizational
Expert systems, enterprise
resource planning systems,