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Frequently Asked Questions 

Welcome to our FAQ section, where we address common questions and inquiries about knowledge management and our services at Kaseane. Whether you're new to the concept of knowledge management or seeking insights into our methodologies and offerings, you'll find valuable information to guide your understanding and decision-making process

Understanding Knowledge Management

What is knowledge management and why is it important for businesses?

  • Knowledge management involves processes and strategies aimed at identifying, capturing, storing, sharing, and leveraging knowledge assets within an organization.
  • It involves working on both explicit (documented) and tacit (personal) knowledge to facilitate informed decision-making, innovation, and organizational learning.
  • Knowledge management is crucial for businesses as it helps enhance efficiency, foster collaboration, preserve institutional memory, accelerate problem-solving, and drive competitive advantage in today's knowledge-driven economy.

What are the key benefits of implementing knowledge management in an organization?

  • Implementing knowledge management offers several key benefits, including:
    • Facilitating knowledge sharing and collaboration among employees.
    • Enhancing organizational learning and problem-solving capabilities.
    • Improving decision-making by providing access to relevant and timely information.
    • Accelerating innovation through the effective utilization of knowledge assets.
    • Reducing redundancy, errors, and rework by capturing and codifying best practices.
    • Preserving institutional knowledge and expertise, especially in the face of turnover or retirements.
    • Increasing operational efficiency and productivity across the organization.

What industries can benefit from knowledge management solutions?

  • Knowledge management solutions can benefit a wide range of industries, including but not limited to:

    • Aerospace and defense,

    • Transport Infrastructure,

    • Energy and utilities,

    • Manufacturing and engineering,

    • Government and public sector,

    • Healthcare and pharmaceuticals,

    • Technology and IT, 

    • Finance and banking,

    • Education and academia,

    • Retail and consumer goods.

What is the MASK method, and how does it facilitate knowledge management?

  • The MASK method (Method for Analysing and Structuring Knowledge) is a comprehensive knowledge management methodology developed by Jean-Louis Ermine.
  • It enables organizations to systematically analyze, structure, and leverage both explicit and tacit knowledge for strategic decision-making and operational excellence.
  • The MASK method encompasses various tools and techniques for knowledge mapping, codification, training, and strategic alignment, tailored to the specific needs and objectives of each client.

Is AI the future of knowledge management?

  • Artificial Intelligence (AI) is a concept that has been around for decades, encompassing various algorithms and approaches aimed at problem-solving through computational means.

  • There are two primary approaches to AI:

    • Connectionist AI:

      • This approach focuses on learning associations from data to produce relevant results from large-scale
        datasets. However, connectionist AI systems can be opaque (the more and more frequent utilization of
        anthropomorphic terms to characterize their performance is a revealing sign of this opacity).

      • KM inputs are low in appearance, however significant resources are required for calibration.

      • ​Popular example of connectionist AI : ChatGPT

    • Symbolic or Cognitive AI:

      • This approach aims to solve problems by processing codified symbols representing cognitive elements, including context.

      • Symbolic AI is closer to natural intelligence and passes the explainability test. However, it is time-consuming, relatively rigid, and applicable in restricted perimeters.

      • It complements knowledge engineering due to its high explainability.​

      • Popular examples of Symbolic or Cognitive AI : Google Search

  • To better utilize AI systems, it is essential to inject human knowledge into the system through knowledge management and knowledge engineering.

  • Additionally, efforts should focus on humanizing work processes rather than simply digitizing them.

  • Designing specific tests to verify the relevancy and effectiveness of AI solutions is also crucial.

Knowledge Management Solutions

How does Kaseane customize knowledge management solutions to meet specific business needs?

  • Kaseane works closely with each client to understand their unique business challenges, goals, and organizational culture.
  • Through collaborative consultations and assessments, Kaseane identifies key knowledge management requirements and tailors solutions accordingly.
  • This customization may involve:
    • Adapting methodologies,
    • Developing specialized training programs,
    • Designing knowledge-sharing platforms,
    • Integrating knowledge management practices into existing workflows to align with the client's strategic objectives and industry context.

What steps are involved in the knowledge mapping process?

  • The knowledge mapping process typically involves:

    • Identifying key knowledgeable stakeholders within the organization,

    • Conducting interviews with these stakeholders to map the organization's knowledge by domains (these domains do not necessarily reflect the functional organization),

    • Analyzing the knowledge domains to characterize their specific criticality,

    • Based on these specific criticalities, establishing priorities and producing recommendations in terms of
      both KM and resource allocations.

How does Kaseane help organizations codify tacit knowledge effectively?

  • Kaseane employs the MASK method to codify tacit knowledge effectively. This may include:

    • Conducting structured knowledge elicitation interviews with subject matter experts.

    • Using storytelling, case studies, and scenario-based learning to capture experiential knowledge.

    • Developing knowledge repositories, databases, and best practice guides to codify tacit knowledge in accessible formats.

    • Implementing peer learning networks, communities of practice, and mentoring programs to facilitate knowledge sharing and transfer.

    • Providing training and support to employees on effective communication, documentation, and knowledge capture techniques.

What training programs does Kaseane offer for knowledge management specialists?

  • Kaseane offers comprehensive training programs for knowledge management specialists, including:

    • Workshops and seminars on knowledge management fundamentals, methodologies, and best practices.

    • Certification courses on the MASK method and other specialized knowledge management frameworks.

    • Hands-on training in knowledge mapping, codification, taxonomy development, and knowledge sharing platforms.

    • Executive briefings and strategic planning sessions on integrating knowledge management into organizational strategy and operations.

    • Customized training modules tailored to specific industries, roles, and skill levels within the organization.

How can an organization approach designing and implementing Knowledge Management plans?

  • At Kaseane, we believe that effective Knowledge Management begins with understanding that not all knowledge assets are immediately visible. This includes tacit knowledge and information embedded within documentation. Therefore, our approach emphasizes the importance of mapping out critical knowledge within your organization as the initial step.

  • Subsequently, we tailor knowledge management strategies based on the specific criticality of different knowledge domains. Our process involves close collaboration with organizations to create comprehensive global knowledge management plans aligned with their strategic goals and operational needs.

  • Here's how we do it:

    • Organizational Assessments:

      • We conduct thorough assessments and gap analyses to identify your organization's requirements and priorities.

    • Stakeholder Consultations and Workshops:

      • We facilitate collaborative sessions to co-design effective knowledge management strategies and action plans, ensuring buy-in and alignment across all levels.

    • Governance Structures and Policies:

      • We develop robust governance structures, policies, and guidelines to support your knowledge management initiatives and ensure alignment with your organizational objectives.

    • Continuous Support and Training:

      • We provide ongoing support, coaching, and training to your knowledge management teams and stakeholders, empowering them to drive knowledge management excellence throughout your organization.

    • Monitoring and Evaluation:

      • We establish mechanisms to monitor and evaluate knowledge management performance metrics and outcomes, fostering a culture of continuous improvement and innovation.

  • Our holistic approach ensures that your knowledge management efforts are well-integrated, sustainable, and impactful across your organization.

Transitioning to Knowledge-Driven Strategies

What kind of support does Kaseane provide for organizations transitioning to knowledge-driven strategies?

  • Kaseane provides comprehensive support for organizations transitioning to knowledge-driven strategies, including:

    • Maturity assessments to establish a shared situational awareness,

    • Change management support to foster a culture of knowledge sharing, collaboration, and continuous
      learning,

    • Strategic consulting and advisory services to align knowledge management initiatives with business
      goals and industry best practices,

    • Technology selection and implementation assistance for knowledge management tools, platforms, and
      systems,

    • Capacity building and skills development programs for employees to embrace and adopt knowledge
      management practices,

    • Ongoing monitoring, evaluation, and refinement of knowledge management strategies to ensure long-
      term sustainability and impact.

How can we mitigate knowledge loss due to employee retirement or turnover?

  • Losing expertise and institutional knowledge can be detrimental to organizational continuity.

  • At Kaseane, we specialize in implementing strategies to capture, preserve, and transfer critical knowledge, ensuring seamless transitions and continuity in the face of employee departures.

What are the best practices for documenting and sharing tacit knowledge within our organization?

  • Tacit knowledge, often deeply embedded in employees' experiences and expertise, is crucial for organizational success.

  • Our team at Kaseane employs the MASK method, to codify and share tacit knowledge effectively, enabling enhanced collaboration and innovation across departments.

How can our organization optimize knowledge transfer during mergers or acquisitions?

  • Mergers and acquisitions present unique challenges in knowledge management and integration.

  • With our proven expertise and tailored solutions, Kaseane helps organizations navigate these transitions by identifying, consolidating, and transferring critical knowledge assets, fostering synergy and maximizing value creation.

Fostering Knowledge Sharing and Collaboration

How can our organization enhance knowledge sharing and collaboration across diverse teams and departments?

  • Effective knowledge sharing and collaboration are essential for organizational agility and performance. To enhance knowledge sharing across diverse teams and departments, and to encourage knowledge sharing among team members, consider the following strategies:

    • Promote a Culture of Transparency and Collaboration:

      • Encourage open communication and collaboration by fostering a culture where sharing knowledge is valued and rewarded.

    • Provide Recognition for Knowledge Contributions:

      • Recognize and celebrate employees who actively share their knowledge and expertise, both formally and informally.

    • Foster Trust Among Team Members:

      • Build trust and psychological safety within teams to create an environment where employees feel comfortable sharing their insights and ideas.

    • Offer Incentives for Sharing:

      • Provide incentives such as bonuses, rewards, or recognition programs to motivate employees to contribute their knowledge and expertise.

    • Implement User-Friendly Knowledge-Sharing Platforms and Tools:

      • Invest in user-friendly knowledge-sharing platforms and tools that make it easy for employees to access, contribute to, and collaborate on knowledge resources.

  • ​By implementing these strategies, your organization can create a conducive environment for knowledge sharing and collaboration, leading to improved productivity, innovation, and organizational effectiveness.

Measuring and Documenting Knowledge Management

How can we measure the effectiveness of our knowledge management efforts?

  • You can measure the effectiveness of knowledge management efforts by tracking metrics such as:

    • Employee engagement with knowledge-sharing platforms,

    • The quality and quantity of content created (establishment of pier-reviews),

    • The speed and efficiency of knowledge retrieval,

    • The rate of knowledge reuse,

    • The impact of knowledge on organizational performance and innovation.

What are the best practices for documenting and organizing knowledge within our organization?

  • Best practices for documenting and organizing knowledge include:

    • Standardizing formats and templates for knowledge supports,

    • Assigning clear ownership and responsibility for maintaining knowledge repositories,

    • Implementing metadata tagging and search functionalities,

    • Regularly updating and validating knowledge content,

    • Providing training on effective knowledge management practices.

Key Concepts in Knowledge Management

What is the difference between knowledge and competence?

  • Knowledge is a resource, it is a by-product of the organization’s activities.

  • At the individual level, a competence is the ability to apply knowledge.

  • At a higher level, collective competences designate the capacities of the organization to apply its knowledge assets in order to achieve its strategic objectives.

Are knowledge losses unavoidable?

  • There is a widespread belief that losses of crucial knowledge are inevitable, because such losses are intrinsically linked to all human activity and it is therefore appropriate to resign ourselves to it.

  • In reality, the codification of knowledge allows to extract and preserve tacit / embodied knowledge.

  • A knowledge book (codified knowledge) typically saves 6 at least months of learning time of an experts successor.

What is the profile of a Knowledge Manager?

  • Ideally a generalist engineer with good communication skills.

  • Insatiable curiosity is a pre-requisite.

Is the concept "Knowledge = power" an obstacle to knowledge management best practices?

  • Knowledge = power is not an obstacle but a myth.

  • It is the possession of critical information that gives power.

  • Deliberate withholding of essential knowledge leads to isolation.

  • Knowledge shared = knowledge squared!

  • The middle management is often the main obstacle to the propagation of knowledge management best practices.

  • Large organizations are recognizing their experts through the creation of expertise networks.

How can an organization determine specific knowledge management productivity?

  • The American economist and Nobel laureate Robert Solow is famous for his reflection on the productivity paradox – the Solow paradox. In his work, Solow stated that “you can see the computer age everywhere but in the productivity statistics”.

  • This is even more true now ; information systems are everywhere but they are rarely subjected to return on investment assessments. The reason? Assessing the productivity boost induced by information systems would be extremely complex and necessarily based on questionable assumptions.

  • Needless to say, such calculations would be even more complex for Knowledge Management.

  • In reality, attempting to determine knowledge management productivity is a fallacious approach ; in essence, knowledge management is part of an overall risk management strategy.

  • “If you think that investing in knowledge management is not profitable, try ignorance” - Jean-Louis Ermine.

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