Know-CoM 199Copyright © 2005, Idea Group Inc. Copying or distributing in print or electronic forms without writtenThis experience has to be documented during or after the execution of the production step
in order to avoid this problem, especially when another less experienced toolmaker uses
this cutting tool on a similar mold. Table 1 illustrates a possible documentation, which
contains the elements topic, insight, and conclusion.
Cause and solution of the problem or the specific situation are free-text fields. This
kind of documentation helps on the one hand to increase traceability for other employees
and on the other hand, implicit knowledge could be externalized when employees write
down their interpretations. The context variables (story) can be detected according to
the order document forwarded and extended because metadata regarding material,
material’s hardness, machine, cutting tools, and so forth, are in this example already
collected in former process steps such as design and production planning.
Search inquiries are formulated automatically according to the context variables of
the actual process step. The results are presented and ranked in dependency on the
matching of the documented experiences’ context variables with the variables of the
actual working context.
Next to capturing experiences, their systematic application is crucial for the success
of the KM initiative. This is supported by the technique KM certified.
KM Certified (KMC)
It cannot be taken for granted that employees apply previously documented
knowledge. Additionally, success of the application of knowledge in business processes
is hard to identify. Know-CoM contains a dynamic checklist (a kind of work flow)
according to the core process which shows what KM-related activities they have to do
or should perform. The following example illustrates this technique:
When the price for an offer is estimated, the sales person has to search for
documented knowledge (e.g., approved documented experiences, documented lessons
learned, or good practices) concerning previous similar offers. After viewing the
knowledge elements, the sales person encloses or references them. The designer has the
task to evaluate CAD drawings by using previous drawings and has to attach the viewed
drawing and his/her annotations and eventually the e-mail traffic with cooperating
designers. Additionally, he/she should comment on his/her experience-based assump-
tions related to possible design changes or other problems he/she identified. The die and
mold maker has several tasks concerning the offer pricing. He/she also has to attach the
knowledge elements viewed and his/her experience-based annotations. In analogy to the
work flow activities described above, the tester as well as other employees involved can
review all annotations and enclose the documented knowledge viewed according to their
tasks. After completing the tasks in the checklist and after reviewing the attached
knowledge elements, the audited object, for example, an offer, becomes KM certified.
If a participant identifies a good practice that seems useful or necessary for
integration in the work flow, he/she proposes an item to be supplemented to the checklist.
Table 1. Example for capturing experiences
Topic: High tool wastage
Insight: The material was too hard and therefore the tool not suitable.
Conclusion: Use cutting tool xx when you mill material z on machine y.