DQM Core Units
Organizational Knowledge flashcards
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How does tacit knowledge differ from explicit knowledge?
Tacit knowledge is personal, experience-based knowledge that is hard to write down, such as a skilled technician's intuition for when a process is drifting. Explicit knowledge has been documented, in manuals, procedures, databases or reports, and can be transferred directly.
What are the six stages of the knowledge management cycle, in order?
1. Create or acquire knowledge. 2. Capture and codify it. 3. Store it in an accessible repository. 4. Share and disseminate it. 5. Apply it in practice. 6. Review and update it as it ages.
What is a community of practice?
A group of people who share a concern or interest and deepen their knowledge by interacting regularly, formally in scheduled forums or informally through ongoing working relationships. It is one of the most effective vehicles for transferring tacit knowledge.
What are the three levels at which knowledge is applied?
Individual level: a person applies their own knowledge and experience to a specific task. Group level: a team combines members' knowledge to solve a shared problem. Organisational level: knowledge is embedded in standard procedures, systems and culture, applied consistently regardless of which individuals are involved.
What is the difference between knowledge capture and codification?
Capture is drawing knowledge out of a person's head or an informal source. Codification is writing it down in a structured, reusable form, such as a procedure, a checklist or a case study. Together they convert tacit knowledge into explicit knowledge that survives the original expert's departure.
What obstacles stop knowledge being shared?
A culture where knowledge is hoarded as individual job security. No time set aside for sharing amid day-to-day workload pressure. Lack of trust between individuals or departments. No accessible system to store and retrieve shared knowledge. Language, hierarchy or physical distance barriers between staff.
What does a governance framework for knowledge management assign?
Clear ownership and accountability for the knowledge management system itself: who approves what gets published, who reviews content for accuracy and currency, and how the system's effectiveness is measured.
What does the SECI model describe?
Knowledge creation as a cycle of Socialisation, Externalisation, Combination and Internalisation, with tacit knowledge repeatedly converting to explicit knowledge and back.
Give a workplace example of externalisation, combination and internalisation.
Externalisation: tacit expertise turned into a written procedure. Combination: separate documents combined into a single new guideline. Internalisation: a written procedure studied until it becomes second nature to the reader.
Why is documenting a lesson learned not enough on its own?
Knowledge only creates value once it is actually applied. A well-documented lesson that never changes how work is done has delivered nothing. So an organisation must build application into its processes, updating procedures and training, not just archiving what was learned.
What is organisational knowledge, and how is it unlike a machine or a budget?
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When did knowledge management emerge as a discipline, and what prompted it?
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Why does knowledge management matter to an organisation?
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How does knowledge management support consistent quality?
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Which tools are used to acquire knowledge from people and records?
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What is the DIKW knowledge hierarchy?
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How can an organisation retain knowledge that would otherwise leave with its people?
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Why does rotating staff through roles help retain knowledge?
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The only technician who can troubleshoot a particular machine fault retires in three months. Which two retention actions fit, and why?
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What should happen to outdated or invalid knowledge in a repository?
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An exam question asks how to capture or retain knowledge. What is it really asking?
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Why is knowledge described as socially created?
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What does a community of practice offer that a written repository alone does not?
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What methods does an organisation use to share and disseminate knowledge?
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What is knowledge transformation?
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A supervisor's years of expertise are written up as a procedure. Which transformation is this?
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Two separate documents are merged into a single new guideline. Which transformation is this?
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A new officer studies a written procedure until it becomes second nature. Which transformation is this?
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What are the strategic implications of knowledge sharing for an organisation?
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What does knowledge conveyancing mean?
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How do cultural and structural obstacles to sharing differ?
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Staff avoid documenting their expertise because they fear it will make them replaceable. What kind of obstacle is this, and how is it addressed?
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What does knowledge application at the individual level look like?
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What marks knowledge applied at the organisational level?
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Why identify the level of a knowledge problem before answering a scenario question?
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What roles does human resources play in knowledge management?
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What turns the knowledge management cycle into an organisational process?
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What technology and infrastructure enable knowledge management?
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What must access controls on a knowledge system balance?
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A company's intranet is full of old procedures, but nobody is responsible for checking whether they are still accurate. What is missing, and what follows?
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Which discipline does knowledge governance borrow from?
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How to revise with these cards
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