Knowledge Management Exam (212-69)

Credit Towards Certification:

• Certified e-Business Associate Certified e-Business Professional  

Exam Objectives and Sub-Objectives:

Following are the objectives of this exam.

1. Introduction to Knowledge Management

• Defining Knowledge Management
• Three pillars of Knowledge Management
• Objectives of knowledge management
• Knowledge management perspectives
• Essential Terms
• Principles of Knowledge
• Business Environment
• KM and the e-Business Space
• Significance of Knowledge Management
• Evolution of Knowledge Management - Methods
• Evolution of Knowledge Management - Thrust
• Evolution of Knowledge Management - Focus
• Knowledge Management Technology Scene
• Management Challenges
• Critical Success Factors

2. Knowledge and Learning

• Defining Knowledge
• Defining Learning
• KM and Learning in Organizations
• The Knowledge Hierarchy
• Knowledge as a Strategic Resource
• Realities in Knowledge Management Types of Organizational Knowledge
• Types of Knowledge Acquired
• Knowledge Transfer Modes
• KM and Individual Learning
• Optimal Characteristics of Learners
• Learning Delivery types
• E Learning Characteristics
• Essentials of E Learning
• Strategic Importance of E Learning
• Effectiveness of E Learning

3. Organizational Learning and Learning Organizations

• Defining Organizational Learning
• Organizational Learning Types
• Levels of Organizational Learning
• Motivation for Organizational Learning
• Understanding a Learning Organization
• Learning Organizations
• Activity Profile of Learning Organizations
• Characteristics of a Learning Organization
• Five Disciplines of Learning Organizations
• Learning Strategies
• Sorting out Domains and Relationships
• Relationship of IT, IM and KM
• Essence of Knowledge Management
• Knowledge Sharing
• People, Places and Things
• Reasons for Knowledge Sharing
• Types of Knowledge shared
• Capturing and sharing knowledge
• Why People don’t share
• Why People share
• How to share knowledge Examples from the Private Sector
• Examples from the Public Sector
• Recommendations for sharing knowledge Pitfalls to Avoid
• Organizational Challenges

4. Organizational Culture, Change Management and Communities of Practice

• Knowledge Flows and Networks
• Social Network Analysis
• Need for Analysis
• SNA Applications
• Exhibit - ContactMap
• Organization Culture
• Imbibing Culture
• Typologies of Culture
• Characteristics of Organization Culture
• Aspects of Knowledge Management
• Shaping Organization Culture
• Schein’s 10 Step Audit
• Managing Change
• Organization Performance Levers
• Need for Change Management Approach
• Knowledge Workers and Roles
• Introducing Communities of Practice
• Characteristics of Communities
• CoP Facilitators
• Strategic Purpose of Communities
• Building CoP
• CoP PhaseI,II
• Components of CoP
• Benefits from communities
• Recommendations
• Story Telling
• Six steps in Story Telling
• Characteristics of Stories

5. Enabling Technologies

• Requirements of Knowledge workers
• Mapping KM Technology to Transfer Modes
• Technology issues
• Layers of a KM Platform
• Technology Aspect of KM
• Communications Module
• Introducing the Intranet
• Differentiating Intranet Internet and Extranet
• Intranet Business Issues
• Intranet Technology Issues
• Intranet Components
• Benefits of an Intranet
• Applications and Benefits
• Cost Benefit Analysis Exhibit
• Intranet Technology Requirements
• Challenges and Opportunities of a Corporate Intranet
• Communities Teams And Experts
• Expertise Location
• Guidelines for Deploying an Expert Location System
• Introducing Portals
• Technology Requirements of Portals
• Benefits of Portals
• Relating Portals and Document Management
• Portals and the e-Business Space
• Enterprise Knowledge Portals
• Content Management
• Architecture of a CMS
• Real Time Collaboration
• Groupware Workflow and Document Management
• Asynchronous Groupware
• Synchronous or Real-time Groupware
• Document Management and Imaging
• Other supporting technology
• Technology Challenges
• KM Deployment Phases
• Top 100 KM companies

6. Knowledge Management Frameworks and Processes

• Introducing the Knowledge management Framework
• Requirements from a KM Framework
• Basics of a knowledge framework
• Overview of Popular Frameworks
• Selecting a KM Framework
• Knowledge Processes
• Modes of Knowledge Generation
• Knowledge Creation
• IT Application for Knowledge Creation
• Knowledge Storage / Retrieval
• Forms of Knowledge Storage / Retrieval
• Knowledge Repositories
• Corporate Knowledge Repository
• IT Applications for Knowledge Storage / Retrieval
• Knowledge Transfer
• Five Elements of Knowledge Transfer
• Informal and Formal Channels
• IT Applications for Knowledge Transfer
• Knowledge Application
• IT Applications for Knowledge Application
• Social Capital Protecting Knowledge
• Knowledge Harvesting
• Knowledge Management Process Map
• Embedding Knowledge in Organization Processes
• Exhibit. Business process Mapping
• Exhibit. Embedding Business Process Knowledge

7. Knowledge Strategy

• Strategic Themes
• Importance of KM Strategy
• Essentials Of Knowledge Management Strategy
• Knowledge Management Strategies
• Codification
• Codification Example: Daimler Chrysler
• Personalization
• Comparing Codification and Personalization
• Best Practices
• Best Practices Example: Ford
• Communities of Practice
• Communities of Practice Example: Siemens
• Exhibit. Strategies
• Exhibit. Benefits
• Guidelines for Knowledge Strategy Formulation

8. Knowledge Management Assessment and Planning

• The Knowledge Management Maturity Model
• Need For Maturity Model
• Knowledge Management Maturity Levels
• Key Factors Involved
• Key Result Areas
• Siemens AG KMMM
• KMMM Auditing
• KM Readiness Assessment
• Importance of Assessing KM Readiness
• How to assess organizational readiness
• KM Framework Readiness Example: KPMG
• Implications
• Enhancing Organizational Knowledge Maturity
• Knowledge Auditing
• Need for Auditing Knowledge
• Sources of Knowledge for Audit
• Knowledge Audit Methods
• Basic Audit Methodology
• Challenges For Auditing Knowledge
• Sample Audit outline
• Deliverables of a Knowledge Audit
• Knowledge Management Project Initiation
• Project Planning Guidelines
• Critical Success Factors

9. Knowledge Management Measurements and Methodologies

•  Basics Of Measurement And Metrics
• Significance of KM Measurement
• Types of Metrics
• Analysis and Interpretation
• The Measurement Process
• Qualitative and Quantitative Measures Balanced Scorecard
• Need for Implementation Methodology
• APQC KM Road Map
• Exhibit. PWC KM Project Methodology
• Example of a Methodology: British Petroleum
• Critical Success Factors

10. Building a Business Case for Knowledge Management

• Definition of Business Case
• The Business Development Process
• Target Value Drivers For KM
• Arriving At Benchmarks For KM
• Basics of Financial Analysis
• Measurement Plan
• Example of a Balanced Scorecard
• Phases of a KM Project
• ROI
• Other Financial Analysis Methods
• Role Of Measurement In Business Case

Exams Detail:

Number of Question:	50
Type of Questions:	Multiple Choice
Passing Score:	70 %
Time Duration:	120 min