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35 Cards in this Set

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The use of classrooms or training to provide organizational knowledge

Information Sharing

The use of formal or informal transfer of knowledge through collaboration, social media, mentoring, and socialization.


Raw quantitative numbers. Exists without context, may or may not be useful.

Numbers in a spreadsheet are data.


Data that have been given meaning. For example, a graph of sales trends taken from a spreadsheet.


Information that enables action.

If a sales manager uses trend data to shape organizational decisions, they are using Knowledge.


A type of knowledge that exists in one's head. Often acquired through personal experience.


A type of knowledge that has been documented and shared with someone.

Knowledge Management

The explicit and systematic management of intellectual capital and organizational knowledge.

Involves processes of creating, gathering, organizing, retrieving, and leveraging knowledge to improve organizational performance.

Knowledge Base

Where organizations capture and store data and information in a central or distributed environment.


The ability to connect to others in an org. to share data and information.

Community of Practice

A group of people who share a common interest in an area of competence and are willing to share their knowledge and experience.

Information Chunking

Arranging information into codified, categorized, reusable content.


The extent to which knowledge is translated into a language that is easily comprehensible to employees at a department.

Best practices

Techniques that are believed to constitute a paradigm of excellence in a particular field, for example, how to deal with an irate customer while on a phone call could have its own set of best practices.

Pursuit and Exploitation of Knowledge

Extent to which employees can easily and contextually find information, then apply it to what they are doing.

Knowledge Mapping

Taking an inventory of what people have documented, analyzing external sources of information, learning what gaps exist between what knowledge is documented and what is available.

Typical knowledge maps, in addition to describing knowledge assets and flows, provide pictorial maps that indicate locations, flows, and relationships between knowledge assets.

Contains no actual knowledge - is the "Yellow Pages" of corporate knowledge.

Knowledge Survey

A specific type of survey that assesses what information employees have, as well as what they need in order to do their jobs.

Knowledge Audit

Clarifying the type of information employees need, highlights barriers to obtaining that knowledge.

Declarative Knowledge

Concepts, categories, and definitions.

Procedural Knowledge

Processes, actions, and sequences of events.

Causal Knowledge

Rationale for actions or conclusions

Contextual Knowledge

Circumstances and intentions under which knowledge was developed and is to be applied.

Collaboration Tools

Includes email, computer networks, whiteboards, bulletin board systems, chat rooms, and online presentation tools, which play an important role in the expansion of online learning and in collaborating on projects, sharing information, and communicating

Social Media

A set of internet-based technologies designed to be used by three or more people. Examples include Facebook, YouTube, wikis, SharePoint.

Facilitates exchange of information, personalization of a learning experience, and the creation of an immersive learning environment.

Social Learning

Involves learning with and from mothers. Can happen in person or virtually, formally or informally.

Defined by information sharing, collaboration, and co-creation.

Business Process Analysis

A structured method of documenting business rules and functions to reveal inefficiencies and highlight strengths.

Total Quality Management

A management-led effort that involves the entire organization in continuously improving work processes. Effort is customer-focused and uses objective data to eliminate wastes.

Quality improvement leads to increases in productivity and competitiveness.

Business Process

How people, materials, methods, technology, and the environment combine to add value to a product or service.


A preventive maintenance that keeps the process running smoothly.


Part of every process. Change or difference in condition, amount, or level that results when combining five elements of a process.

Improving processes requires reducing or eliminating variation.


The repeatable pattern of business actions and processes.

A sequencing of manufacturing, marketing, admin, and other business functions from initiation to completion.

Workflow redesign is advisable wherever inefficiencies, slowness, bottlenecks, and low benchmarking exist!

Six Sigma

An approach to improvement and increase customer satisfaction that helps companies to cut costs, reduce errors or deficits, improve processes, and reduce business cycle times.

Ties the outputs of a business directly to marketplace requirements.

Main principle is to improve customer satisfaction by finding and reducing defects, inefficiencies, and mistakes.

DMAIC Methodology

The six steps in the Six Sigma process - Define, Measure, Analyze, Improve, Control.

Analyzes defects, measures them, analyzes their root causes, addresses solutions to the root causes, and introduces statistical and non-stastical controls to measure the improvements.

IPO Model

Six Sigma's approach to studying Inputs, Processes, and Outputs.


Sometimes called a process map, a flowchart is a visual representation of the steps in a process and the sequence of steps.

An essential tool before process redesign can take place.