The Knowledge Management Toolkit ^{2nd Ed.}

The #1 practical knowledge management implementation guide — now completely updated!

In The Knowledge Management Toolkit, Second Edition, leading consultant Amrit Tiwana walks step by step through the development of a state-of-the-art enterprise Knowledge Management System. Thoroughly revised to reflect today's latest tools, technologies, and best practices, this hands-on guide offers a complete roadmap for building KM systems incrementally — with each step delivering new business value and seamlessly building on the work that preceded it. Utilizing practical checklists and diagrams, Tiwana introduces today's best techniques for planning, design, development, deployment, and management, demonstrating exactly how to:

• Rigorously calculate ROI on KM systems
• Identify the knowledge most crucial to your business
• Align business strategy and knowledge management
• Leverage existing knowledge and IT infrastructure
• Transition from managing data to knowledge
• Focus on process, and on tacit — not just explicit — knowledge
• Architect a future-proof, adaptable KM platform
• Build and deploy KM systems using the proven Results Driven Incrementalism (RDI) methodology
• Implement leadership and reward structures that make KM work

Among this edition's many new features: a thoroughly rewritten chapter on strategy; powerful new "real-options" methods for assessing ROI; in-depth discussions of knowledge platforms and digital peer-to-peer networks; many new case studies; and much more.

• Part I: The Rubber Meets the Road
• Chapter 1: Introduction
• Knowledge Management: In Search of Alchemy
• Knowledge and Management
• Knowledge Management's Value Proposition
• Recognizing the Writing on the Wall
• What This Book Is About
• The 10-Step Road Map Helps You…
• Chapter 2: The Knowledge Edge
• Making Sense of Nonsense
• Intellectual Capital
• Knowledge, Market Value, and Prosperity
• The Drivers of Knowledge Management
• Creating the Knowledge Edge
• Eliminating the Wrong Tradeoffs
• The Foggy Road Ahead
  
• Lessons Learned
• Chapter 3: The origins of Knowledge
• From Data to Information to Knowledge
• Knowledge
• From Data to Knowledge
• The Origins of Data
• Information and noise
• Classifying Knowledge
• Categories of Knowledge
• Components of Knowledge
• Integration of Knowledge Sources
  
• The Three Fundamental Processes
• Taming the Tiger's Tail
• Knowledge Management Is Expensive
• Knowledge Hoarding Is Human Nature
  
• Business and Knowledge
• How Companies Learn to Learn
• Knowledge-Friendly Companies
• Knowledge-Sharing Companies
• Is Your Company Ready for Knowledge Managemet?
  
• Lessons Learned
• Part II: The Road Ahead: Implementing Knowledge Management
• Chapter 4: The 10-Step Knowledge Management Road Map
• The 10-Step Knowledge Management Road Map
• Phase 1: Infrastructural Evaluation
• Step 1: Analysis of Existing Infrastructure
• Step 2: Aligning Knowledge Management and Business Strategy
• Phase 2: Knowledge Management System Analysis, Design, and Development
• Step 3: Knowledge Management Architecture and Design
• Step 4: Knowledge Audit and Analysis
• Step 5: Designing the Knowledge Management Team
• Step 6: Creating the Knowledge Management System Blueprint
• Step 7: Developing the Knowledge Management System
• Phase 3: Deployment
• Step 8: Pilot Testing and Deployment Using RDI Methodology
• Step 9: Leadership and reward Structures
  
• Phase 4: Metrics for Evaluation
• Step 10: Real-Options Analysis for Knowledge Management
  
• Lessons Learned
  
• Part IIA: The First Phase: Infrastructure Evaluation and Leverage
• Chapter 5: The Leveraged infrastructure
• Leveraging What Exists
• Leveraging the Internet
• Global Reach
• Platform Independence
• The Knowledge Platform: A 10,000-Foot View
• Integrating Technology
• Lessons Learned
  
• Chapter 6: Aligning Knowledge Management and Business Strategy
• Strategic Visioning
• Knowledge Transfer versus Integration: The Strategic Dichotomy
• Real Options Under Uncertainty
• Level 1
• Level 2
• Level 3
• Level 4
• The Responsiveness Quadrahedron: Variety and Speed
• Business Model and Executability
• Codification or Personalization?
• Knowledge Maps to Link Knowledge to Strategy
• Starting at the Top
• Creating a Knowledge Map
• Analyzing Knowledge Gaps
• Adding Up the Numbers
• Summary
• Strategic Imperatives for a Successful Knowledge Management System
  
• Saleability Necessitates Demonstrations of Short-Term Impact
• Assessing Focus
• Detecting Lost Opportunities
• Critical Success factors
• Lessons Learned
  
• Part IIB: The Second Phase: KM System Analysis, Design, and Development
• Chapter 7: The Knowledge Management Platform
• Technology Components of the Knowledge Management Architecture
• Knowledge Management Process and technology Enablers
  
• The Seven-Layer Knowledge Management System Architecture
• Foundation for the Interface Layer
• Selection Criteria for the Collaborative Platform
  
• The Web or Proprietary Platforms?
• Collaborative Intelligence and Filtering Layer
• Infrastructural Elements of Collaborative Intelligence
• Granularity in Knowledge Objects
• Infrastructural Elements for Searching, Indexing, and Retrieving
• Tagging Knowledge Elements with Attributes
  
• Knowledge Management Platforms versus Other Enterprise Systems
• Differences Between a KM System and a Data Warehouse
• Differences Between a KM System, an Intranet, and an Extranet
• Differences Between a KM System and GroupWare
  
• The Application Layer
• Intranets and Extranets
• Pointers to Expertise
• Document Management
• Project Management Tools
• Video Conferencing and Multimedia
• Transparent Capture Enablers
• Virtual Shared Spaces
• Mind Mapping
• Intelligent Decision Support Systems
  
• The Promise of Peer-to-Peer Knowledge Networks
• Lessons Learned
  
• Chapter 8: Knowledge Audit and Analysis
• Hindsight, Insight, and Foresight
• Why Audit Knowledge?
• Measuring Knowledge Growth
• Art to Science
• making Coffee: A Knowledge-Based Example
• The Knowledge Audit Team
• Planning a Knowledge Audit
• Conducting the Knowledge Audit
• Defining the Goals
• Determining the Ideal State
• Selecting the Audit Method
• Documenting Knowledge Assets
• Tracking Knowledge Growth over Time
• Analyzing the Populated Capability Quadrants
  
• Choosing Your Company's Knowledge Niches
• Strategic Positioning Within the Technology Framework
• The Four Positioning Choices
  
• Lessons Learned
  
• Chapter 9: Designing the Knowledge Management Team
• Sources of Expertise
• Local Experts and Intradepartmental Gurus
• Internal IT Departments
• Laterality
• Consultants
• Managers
  
• Team Composition and Selection Criteria
• Temporary versus Permanent Team Members
  
• Team Life Span and Sizing Issues
• The Project Leader
• Internal Dynamics
• Translation and Delegation
• User Participation
  
• The KM Team's Project Space
• Managing Stakeholder Expectations
  
• Chemistry
• Highways to Failure
• The Breakpoint: Buy-In Failure
• Categorizing Risks
• Controlling and Balancing Requirements
• Solving User Buy-In Problems
  
• Lessons Learned
  
• Chapter 10: Creating the Knowledge Management System Blueprint
• The Knowledge Management Architecture
• The Knowledge Repository
• The Collaborative Platform
  
• Components of a Knowledge Management System
• Integrative Application Support
• The Interactive Application Component
• The Fit into Overall Architecture
  
• Integrative and Interactive Knowledge Applications
• Build or Buy?
• Performance and Scalability?
  
• User Interface Design Considerations
• A Network View of the KM Architecture
• Future-Proofing the Knowledge Management System
• Lessons Learned
  
• Chapter 11: Developing the Knowledge Management System
• The Building Blocks: Seven Layers
• The Interface Layer
• Channels for Tacit and Explicit Knowledge
• Contextual Expression at the Interface
• Platform Independence
• Learning From Intranets
• Universal Authorship
  
• A Live Walkthrough : Urban Motors
• The Access and Authentication Layer
• Virtual Private Networks
• Biometrics and Other Forms of Authentication
  
• The Collaborative Filtering and Intelligence Layer
  
• From Static to Dynamic Structures
• From Client/Server to Agent Computing
  
• The Application Layer
• The Transport Layer
• The Middleware and Legacy Integration Layer
• The Repository Layer
• Lessons Learned
  
• Part IIC: The Third Phase: Deployment
• Chapter 12: Prototyping and Deployment
• Moving from Firefighting to Systems Deployment
• Prototyping
• Pilot Deployments
• Legacy Deployment Methods
• The Information Packaging Methodology
• The "Big Bang" Approach to Deployment
• Enterprise Integration: Boon or Bane?
• The Results-Driven Incremental Methodology
  
• Steps Involved in the RDI Methodolgy
• Business Releases
• RDI's Role in Tool and Task Reinvention
• Lessons Learned
  
• Chapter 13: Leadership and Reward Structures
• From the Chief Information Officer to the Chief Knowledge Officer
• Knowledge Management Leadership Roles
• The Successful Knowledge Leader
• History
• Reward Structures to Ensure Knowledge Management Success
• Lessons Learned
  
• Part IID: The Final Phase and Beyond: Real Options Analysis for Performance
• Chapter 14: Real-Options Analysis for Knowledge Valuation
• The Limitations of Traditional Metrics
• Financial Return on Investment and Tobin's Q
• Total Cost of Ownership
• Lessons from the Telephone
• Common Traps in Choosing Metrics
  
• Real-Options Analysis
• The Option Space
• Knowledge Management Investments as a Portfolio of Options
  
• Measuring Inputs for Real-Options Models
• Benchmarking
• The Benchmarking Process
• Benchmark Lessons
• House of Quality and Quality Function Deployment
• The Balanced Scorecard Technique
  
• Lessons Learned
  
• Part III: Side Roads: Appendices (On the CD-ROM)
• Digital Appendix A: The Knowledge Management Assessment Kit
• The 10-step Populated Road Map
• Digital Appendix B: Alternative Schemes for Structuring the Knowledge Management Platform Front End
• Digital Appendix C: Software Tools
• Endnotes
  

Recommended reading, even if it is a bit academically grounded from time to time.