On Identifying Deficiencies in a Knowledge Management System

The Abou-Zeid Knowledge Management Reference Model provides a structure for the elements necessary for a holistic knowledge management support system. The model underscores the importance for an effective system to consist of three layers: business aspects and associated knowledge nuggets; processes which enable the manipulation and update of these nuggets; and technology that makes this manipulation and access to the nuggets effective and straightforward. This paper supports the Abou-Zeid model through its application at ABB, Inc. in the implementation of the ABB Software Process Initiative (ASPI) Knowledge Base. The ASPI group has strengthened the process and the technology aspects of its previous experience database. The reengineered system demonstrates strength at all three Abou-Zeid layers, leveraging the utility of the captured knowledge nuggets. As structured, initial indications support the reengineered system as significantly more valuable to ABB employees than had been the earlier system.