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e2001 - Abstracts

Abstracts of Papers Published in the Conference Proceedings - Section 2.3: Corporate Knowledge Management

Section 2.3: Corporate Knowledge Management
ANGELO: Knowledge-Based Virtual Facilitator in Team Working
F. Davide, M. Gutknecht, M. Holmberg, M. Andersson, M. Nardi, A. Pede, A. D'Amico,
V. Spicacci Minervini, E. Mazzone, M. V. Santoni, F. Corsini, L. Lanzi, R. Tiella, A. Di Mauro
DECOR - Delivery of Context-Sensitive Organisational Knowledge
A. Abecker
Patterns to Adopt Knowledge-Based Solutions to Software Processes Management Problems
E. Ostolaza, N. Quintano, G. Satriani
Knowledge Engineering in Virtual Organisations
D. Bönke, E. Ammann, J. Zabel
Knowledge Management for Knowledgeable People: European Research Organisations and their Knowledge Management Practices
K. Davis
Innovative Methods and Tools for the Effective Management of Corporate Knowledge
C. Westerling, M. Rund, T. Faber
IMS Project SYMPHONY: On the Management of Knowledge-Based, Adaptive Organisations in the Knowledge-Driven Economy
J. Kemp, N. Roth, J. Prieto, C. Meier, I. Affolter, L. Brouyere, M. Hartmann, P. Staedtler
Workflow Directed Knowledge Management
W. Jansweijer, J. Breuker, J. van Lieshout, E. van de Stadt, R. Hoekstra, A. Boer

ANGELO: Knowledge-Based Virtual Facilitator in Team Working
F. Davide(1) (Project co-ordinator), M. Gutknecht(2) (Technical co-ordinator), M. Holmberg(3) (Scientific co-ordinator), M. Andersson(3), M. Nardi(4), A. Pede(4), A. D'Amico(5), V. Spicacci Minervini(5), E. Mazzone(5), M. V. Santoni(6), F. Corsini(6), L. Lanzi(6), R. Tiella(7), A. Di Mauro(7)
(1) Telecom Italia S.p.A., Headquarters, Viale Parco dei Medici 61, 00148 Rome, Italy,
(2) Principal Emerging Technologies and Knowledge Sharing Practice, XISS-Xerox Industries Solutions and Services Europe, Thurgauerster. 40, CH-8050 Zurich, Switzerland
(3) S-SENCE and Applied Physics, Linkoping University, S-581 83, Linkoping, Sweden.
(4) ICT Group, Rome International University, via Piave 41, 00100, Rome, Italy
(50 Dept. of Electronic Engineering, University of Rome "Tor Vergata', via di Tor Vergata
110, 00133 Rome, Italy
(6) Telecom Italia Lab, Viale del Policlinico 147, 00161 Rome, Italy
(7) Sodalia S.p.A., Via Valentina Zambra I,38100 Trento, Italy

Market research shows that the call-centre industry is one of the fastest growing sources of employment in the European economy. Over the next five years new information technologies will lead to radical changes in call-centre organisation and functionality. In particular, employees will be asked to deal with customers who will make their requests via a number of different channels including voice, e-mail and e-commerce applications. The system described here is intended to face the challenges that the "knowledge era" will present, in terms of new and rapidly changing jobs, with a technological solution aimed at the ptimisation of the working performance.

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DECOR - Delivery of Context-Sensitive Organisational Knowledge
Andreas ABECKER
German Research Center for Artificial Intelligence (DFKI), P.O. Box.2080, D-67608 Kaiserslautern, Germany

We describe the R&D project DECOR (Delivery of Context-Sensitive Organisational Knowledge, funded by the European Commission, grant IST-1999-13002). DECOR develops, tests, and consolidates methods and tools for business-process oriented knowledge management. DECOR builds upon the KnowMore framework for Organisational Memories (OM), but tries to overcome some limitations of this approach: (i) the lack of methodological support for OM introduction and maintenance; (ii) the lack of modelling tools to support introduction and maintenance of OM solutions; and (iii) the lack of appropriate means for supporting weakly-structured, knowledge-intensive workflows. Three end-user environments serve as test-beds for validation and iterative improvement of innovative approaches to build: (1) knowledge archives organised around formal representations of business processes to facilitate navigation and access; (2) active information delivery services which - in collaboration with a workflow tool to support weakly-structured knowledge-intensive work - offer to the user helpful information from the knowledge archive in a context-sensitive manner; and (3) methods for an organisation analysis from the knowledge perspective, required as supporting methods to design and introduce the former two systems.

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Patterns to Adopt Knowledge-Based Solutions to Software Processes Management Problems
Elixabete OSTOLAZA, Nuria QUINTAN and Giuseppe SATRIANIJ
European Software Institute, Parque Tecnologico #204, E-481 70 Zamudio, Spain
 
Organisations, both profit and non-profit, tend to "re-invent the wheel" when they come to management issues. In fact, previous experiences (even their own) seem very different (in form and context) from the current problems, so much so that the previous experiences do not appear to be valid in the problems solving process. In addition to the problem of validity of existing knowledge in new business situations, information on previous experiences is often available in different places, which increases the difficulties in sharing within the organisation or among different ones. The solution provided by PATTERNS will foster the culture inside organisations which supports readiness for understanding. This new cultural approach is able to transform a company into "smart" organisation: knowledge based and learning. PATTERNS allows the introduction of the "learning from past experience" practice into the problems solving process of software companies.

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Knowledge Engineering in Virtual Organisations
Dietmar BONKE(1), Eckhard AMMANN(1), Jorg ZABEL(2)
(1) Fachhochschule Reutlingen, B&WI, Alteburgstraje 150, D-72762 Reutlingen, Germany, (2) Bremen Institute of Industrial Technology and Applied Work Science (BIBA), P.O. Box 33 05 60, D-28335 Bremen, Germany,

Knowledge-enhanced economy will be based on economic transactions for intangible products and processes. As a product and as a catalysator of production the internal and external transfer of knowledge will bring impulses to the management and the processes of organisations. The organisations dependencies are coming Tom the form of market, from the objectives of enterprise as well as from the influences of economic, political or legal framework. This causes distinguished forms to benefit from knowledge. By integrated means including user-related concepts, handling of situations and classification of knowledge the knowledge engineering supports succeeding in objectives of markets as well as in internal efficiency.

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Knowledge Management for Knowledgeable People: European Research Organisations and their Knowledge Management Practices
Kim Davis
SJNTEF Electronics and Cybernetics, Post Box 124 Blindern, 0314 OSLO,

Research organisations are key ingredients for competitiveness in Europe. Every country in the European Union has research organisations of high quality that primarily work independently. This gives Europe an enormous resource. However for Europe to gain the maximum from these resources two things need to be in place: knowledge of the competencies within each organisation and co-operation among the organisations. This paper examines the state of the art in knowledge management for research organisations in Europe. Is knowledge managed in European research organisations? What mechanisms are in place that facilitate the retention and sharing of knowledge? Do these organisations even know what competencies they possess? The paper will look over the literature currently available on knowledge management and competence. In addition selected research organisations in Europe have been questioned concerning their activities in these fields. Finally suggestions will be made concerning future needs.

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Innovative Methods and Tools for the Effective Management of Corporate Knowledge
Claus WESTERLING, Michael RUND, Thomas FABER
Volkswagen AG, 38436 Wolfburg

The paper presents the results of EU funded IST project PICK (Tools for Process Improvement Based on Corporate Knowledge Management) which have been achieved after project start in January 2000. The objective of the project PICK is to develop innovative methods and tools for the effective management of corporate knowledge needed to support the main process improvements steps, specifically for the manufacturing process. Business cases have been specified in order to test these methods and tools within real industrial environments of the large automotive industries DaimlerChrysler and Volkswagen as well in the aerospace company Saab. Within this presentation it will be reported about the basic concept of the PICK methods and tools to be developed and their application fields in large-scale production.


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IMS Project SYMPHONY: On the Management of Knowledge-Based, Adaptive Organisations in the Knowledge-Driven Economy
Jeroen KEMP(1), Norman ROTH(1), Juan PRIETO(1), Christoph MEIER(2), Isabelle AFFOLTER(2), Laurent BROUYERE(2), Matthias HARTMANN(3), Peter STAEDTLER(3)
(1) Fraunhofer IAO, Nobelstr.12, 70569 Stuttgart, Germany
(2) CCSO, Route du Jura 37, 1706 Fribourg, Switzerland
(3) IMIG, Poststrasse 35-37, 71229 Leonberg, Germany

The IMS project SYMPHONY aims at equipping its target group, consisting
of high-tech or service oriented companies with high-information part in their value chain including start-ups, SMEs and modular units of large companies, with a systemic and dynamic management methodology with modular and integrated methods and tools supporting them in their two main management concerns: (1) management of responsiveness and adaptation in a dynamic environment; (2) management of growth and leveraging of capabilities. This paper specifically addresses the current economical environment - the knowledge-driven economy - and the impact this poses on the management of the SYMPHONY target group of organisations.

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Workflow Directed Knowledge Management
Wouter JANSWEIJER(1), Joost BREUKER(1), Jan VAN LIESHOUT(2), Erica VAN DE STADT(2), Rinke HOEKSTFCA(1) and Alexander BOER(1)
(1) University of Amsterdam, Dept. of Social Science Informatics, Roetersstraat 15, 1018 WB
Amsterdam, the Netherlands
(2) WizWise Technology, P.O. Box 13378, 3507 LJ Utrecht, the Netherlands

KWDE is an agent based desktop environment to give Knowledge Workers support in their day-to-day tasks. The tool knows about organisation's work processes in general from an enterprise and workflow ontology. It also wants a domain ontology to support search processes and uses an information ontology based on Dublin Core metadata to retrace information resources. It helps the Knowledge Worker in doing his task by guiding him to relevant information resources, presenting him best practices and helping him with the interpretation. In this paper we describe how we instantiated the generic KWDE into a specific one for a particular set of tasks in a specific organisation. This is done by defining a mapping from the concepts in the enterprise and workflow ontologies of KWDE towards descriptions of business processes developed for different purposes and available in other formats.

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