KHARKOV NATIONAL UNIVERSITY OF RADIO ELECTRONICS

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ON COMPETITIVE INTELLIGENCE AND KNOWLEDGE MANAGEMENT

Theme: INFORMATION TECHNOLOGY SUPPORT FOR KNOWLEDGE MANAGEMENT IN SOCIAL SERVICES SYSTEMS INNOVATION
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INTRODUCTION
One of the main roles of Information Technology (IT) in Knowledge Management (KM) programs is to accelerate the speed of knowledge collection and dissemination, creation, storage and transfer. KM tools which are the results of IT intend to help the processes of collecting and organizing the knowledge of groups or individuals in order to make this knowledge available in a shared base.
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Introduction cont.
The innovation of social services systems is the most knowledge-intensive organizational processes. Considering social services systems as any organizations/ institutions, their improved performance/productivity is accompanied by the good use of KM tool and KM solutions which are the results of people, knowledge and Technology.
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OVERVIEW AND DEFINITION OF MAIN KEY WORDS IN THIS PRESENTATION;

1. KNOWLEDGE Knowledge can be simply defined as That what we know and what happens at the moment in time when information becomes valuable to the organization, group or individual seeking it.
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OR Knowledge can also be defined as An integration of experience, values, ideas, information, contextual sequence of data, insight, indicators, development information, decision making criteria that provides a framework for evaluating and incorporating new experiences and information
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3. KNOWLEDGE MANAGEMENT (KM): Is the process of managing that what we know by identifying, creating, gathering, organizing, analyzing, representing, distributing, and enable adoption of insights and experiences; for which such insights and experiences comprise knowledge, either embodied in individuals or embedded in organizational processes or practice.

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4. SOCIAL SERVICES SYSTEMS:

These are regarded as systems that provides services such as Education, Health care, consultancies services, Financial services, security systems, Communication and information exchange, software developers/engineers, hardware designers, Problem-Solving 4/14/12

HOW IT SUPPORT FOR KM PROVIDES BEST PRACTICES and hence resulting into SSSI:
v By Providing an access to the most

relevant knowledge available (only to the defined partners) so as to provide an ability to capture solutions in one database that could be shared between levels of knowledge workers (say engineers AND technicians who are working on some projects), . . .
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Cont.. v capturing and share the knowledge of one of the key partners, . . .Providing the field technicians with a self-help application and prevent the high-end engineers from answering technical problems that were already identified and documented. Consider the figure below.
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Figure 1- IT support for KM in SSSI overview

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SOCIAL SERVICES INNOVATION

v

Social Innovation means solving global issues by attaining continuously organizational transformation. Whereby IT has great potential to induce this innovation through a good use of KM tools such as Intranet-based systems, Electronic document management (EDM), Groupware, Workflow, Artificial intelligence-based systems, Business intelligence (BI), Knowledge map systems, Innovation support tools, Competitive intelligence tools and Knowledge portals.
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Characteristics Of Knowledge Management System (KMS)

Major characteristics which highlight KM process effective and efficient in term of organization and its development are: The KM process should address the business problem and support for decision making and problem solving providing flexibility and innovation. 4/14/12

IT, KM AND SOCIAL SERVICES SYSTEMS DEPENDANCE

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CONCLUSION
Innovation of social services systems as the most knowledge-intensive organizational processes, Organizations
have to realize that a large number of problems are attributed to un-captured and un-shared product and process knowledge, as well as the need to know who knows what in the organization, the need for distance collaboration, the need to capture the knowledge and lessons learned and best practices and identification of appropriate Technology e.g. Software tools to be used! 4/14/12