k-c-m knowledge culture management aiesec conference in free-university in georgia dr bahman moghimi...
TRANSCRIPT
ქართველთა ღმრთისა დავითის, ვის მზე მსახურებს სარებლად,
ესე ამბავი გავლექსე მე მათად მოსახმარებლად,
ვინ არის აღმოსავლეთითდასავლეთს ზართა მარებლად,
და ორგულთა მათთა დამწველად, ერთგულთა გამახარებლად.
God of the Georgians, David, who the sun is his servant,
And here I wrote this poetry for their use,
The one who rules on the east and west,
To burn the infidels, and please the devoted.
ذرد ن ه د ن ا ا د د جان و داو م
1-2
Bahman Moghimi (MBA, DBA)
კულტურაკულტურა
Only two things are infinite, the universe and human stupidity, and I'm not sure about the former!
Albert EinsteinUS (German-born) physicist (1879 – 1955)
What is Paradigm Shift?
9
Information Age
Buy-Side Market Place
Competitors
High Expectations
High Rate of Change in
Buying Behavior
E-Life !!!!
Quote
13
“There is only one boss: the customer…. He can fire everybody in the company, from the Chairman on down, simply by spending his money somewhere else.”
Sam Walton. Founder of Wal Mart
Quote
14
“Your most unhappy customers are your greatest source of learning.”
Bill Gates. “Business @ the Speed of Thought”
OLD ECONOMY V.S. NEW ECONOMY
Old Economy New Economy
Organize by product units
Focus on profitable transactions
Look primarily at financial scorecard
Focus on shareholders
Marketing does the marketing
Build brands through advertising
Focus on customer acquisition
No customer satisfaction measurement
Over-promise, under-deliver
Organize by customer segments
Focus on customer lifetime value
Look also at marketing scorecard
Focus on stakeholders
Everyone does the marketing
Build brands through behaviorFocus on customer retention and growth
Measure customer satisfaction & retention
Under-promise, over-deliver
The Scope of MARKAGEMENT
16
All Managerial and Social Processes in which you exchange value with all stakeholders specially Customers and Consumers and attract and maintain them in life-long, mutual profitable relationships…
https://www.facebook.com/Markagement
One Point: ახლომხედველობა
Remember: Create “Brand Experience” for your customers
Where This KM is Coming From?Where This KM is Coming From?
What is it about?!What is it about?!
A society in which more people work at handling information than at agriculture and manufacturing combined.
Businesses depend on information technology to get their work done.
Any combination of information technology and people's activities that support operations, management and decision making.
In a very broad sense, the term information system is frequently used to refer to the interaction between people, processes, data and technology. In this sense, the term is used to refer not only to the information and communication technology (ICT) that an organization uses, but also to the way in which people interact with this technology in support of business processes
An information system(IS) is typically considered to be a set of interrelated elements or components that collect(input), manipulate(processes), and disseminate (output) data and information and provide a feedback mechanism to meet an objective.
An Information System is a business strategy & an
organized combination of people, hardware,
software, communication networks and the data
resources that collects, transforms and
disseminates information in a organization.
IS is an interdisciplinary field influenced by Computer
Science, Political Science, Psychology, Operations
Research, Linguistics, Sociology, and Organizational
Theory.
Data = collection of facts, measurements, statistics Information = organized data Knowledge = contextual, relevant, actionable information
◦ Strong experiential and reflective elements◦ Good leverage and increasing returns◦ Dynamic◦ Branches and fragments with growth◦ Difficult to estimate impact of investment◦ Uncertain value in sharing◦ Evolves over time with experience
Process to help organization identify, select, organize, disseminate, transfer information
Structuring enables problem-solving, dynamic learning, strategic planning, decision-making
Leverage value of intellectual capital through reuse
"The best single lesson I ever learned was to maximize the intellect of the company. You need to gather the knowledge of individuals, share those ideas and celebrate the sharing. That, in the end, is how a company becomes great.“
Jack Welch Former chairman and CEO
General Electric
Knowledge management is the art of creating commercial value from intangible assets!
For creating value in any IT systems; we need crucial information that is just available in KM.
There’s a big difference between:◦ Doing the theory test◦ Sitting in the front passenger seat while someone else drives◦ Actually driving the car yourself
TECHNOLOGY
PEOPLE
PROCESSES
Help design and then operate
Define the roles of, and knowledge
needed by
Determine the need for
Help design and then use
Provides support for Makes
possible new kinds of
Directories, Communities
of Practice
Repositories, Knowledge-
based Systems
New ways to work, build in
what you want to achieve
BPR in KMBPR in KM Identify processes
Design/plan processes
Implement processes
Facilitate processes
Monitor processes
Analyse processes
Mend processes
Retire processes
Facilitate
Identify
Design
Monitor
Analyse
Retire
Mend
Implement
To create knowledge-enabled processes:Allow companies to evaluate key business measures such as customer satisfaction, customer profitability, or customer loyalty to support their business decisions
• A hospital sends a new mother flowers after a baby is born– Not at the same time everyone else does BUT– 30 days after the birth
• Perfect time, because– All the flowers she received earlier are gone!– The exhaustion that accompanies having a new baby has set in
• The new mother really appreciates this thoughtful gesture • It comes at a time when she doesn’t expect it
Do… and Don’t…Do… and Don’t…Do: Lead from the top Make sure to cut across boundaries Think in terms of an ongoing KM activity, not a
“project” that is done and finishedDon’t: Go against the organization’s culture Expect people (or systems) to change overnight Ignore the exceptions to the process
1-65
ORGANIZATIONAL LEARNING Learning organization
Ability to learn from past To improve, organization must learn Issues
Meaning, management, measurement Activities
Problem-solving, experimentation, learning from past, learning from acknowledged best practices, transfer of knowledge within organization
Must have organizational memory, way to save and share it Organizational learning
Develop new knowledge Corporate memory critical
Organizational culture Pattern of shared basic assumptions
GEORGIA…
[email protected]@yahoo.co.uk
“The wood is decked in light green leaf.
The swallow twitters in delight.
The lonely vine sheds joyous tears
Of interwoven dew and light.
Spring weaves a gown of green to clad
The mountain height and wide-spread field.
O when wilt thou, my native land,
In all thy glory stand revealed?”
B.M
oghimi@
yahoo.co.uk
