- 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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