Knowledge Management Tools and Methods

• There’s no doubt that knowledge workers will find themselves working more and more with AI over the coming years.
• Currently, knowledge managers — the people who are responsible for maintaining information docs and answering team member questions — are overworked, often with requests to answer the same question again and again or direct a teammate to already-documented information. 
• Tettra's approach to artificial intelligences is specifically designed to assist knowledge managers in their role, streamlining the flow of knowledge to increase efficiency while decreasing costs and team member frustration
• Some myths about Knowledge Management in the company:

  1. Having to hire full-time knowledge manager.
  2. Unusable knowledge bases.
  3. Returning to the inefficient way of working used before the knowledge base.
• Aritificial Intelligence as a tool


  Originally, tools and technology play a second-tier role in supporting knowledge management. Because it is problematic to build tools that automate the cognition process.
• Authorities believed that it is far too easy to focus on knowlege management technologies, and neglect knowledge content, culture, motivation (Davenport, 1997)
• It was coined in 1956 by McCarthy (Christianini, 2016) who followed up on the work of Turing (e.g Turing 1937, 1950)
• "computing systems that are able to engage in human-like processes such as learning, adapting, synthesizing self-correction, and the use of data for complex processing tasks." (Popenici et. al,. 2017, p.2)
• Artificial Intelligence in Higher Education: The State of Field (Crompton & Burke, 2023)
• Artificial Intelligence started in 2016 with minimal users, risen in 2017 with a little bit of increment, then fallen again up to 2019. Since 2019, the AI tolls started to constantly rise, up until 2021 during the pandemic where AI tools peaked and more users find its convenience and advantages.
• Knowledge-based Systems Theory:


  1. Knowledge Infrastructure
  2. Knowledge Architecture
  3. Knowledge Discovery
• Authorities on KBS never agreed that KBS technologies were capable of replacing human expert knowledge. Still, the envisioned ‘support’ role of KBS theory is further shifted under the view of knowledge management.
• Knowledge Infrastructure

  The technological and human resources that enable knowledge management at Jollibee
• Examples of Knowledge Infrastructure

  • Jollibee Management Information System (JMIS)
  • Standardized Training Manuals
  • Experienced Employees
• Jollibee Management Information System (JMIS)


  Digital system that allows for storing and managing vast amounts of data related to sales, inventory, employee performance, and customer feedback
• Standardized Training Manuals

  • Detailed instructions for food preparation, customer service, and safety protocols to ensure consistent knowledge transfer across all Jollibee branches
• Experienced Employees

  • Their knowledge and expertise contribute significantly to the overall knowledge base
  • They can identify customer preferences
  • They can troubleshoot equipment issues
  • They can mentor new hires
• Knowledge Architecture

  • How Jollibee organizes and structures its knowledge for efficient retrieval and utilization
• Menu Categorization

  • Jollibee menus categorize food items (burgers, fries, desserts) for easy navigation by customers and efficient order processing by crew members
• Standard Operating Procedures (SOPs)

  1. Clearly defined procedures for various tasks like cooking specific dishes, cleaning procedures, or handling customer complaints

  2. Ensures consistency and quality across all Jollibee branches
• Knowledge Base Platform


  Internal platform where Jollibee employees can access best practices, troubleshooting guides, and other company policies
• Knowledge Discovery

  Identifying and extracting new insights from existing data
• Sales Data Analysis

  • Analyzing sales data to discover customer preferences by region, time of day, or weather conditions
  • Using this knowledge to adjust menu offerings, promotions, and staffing levels
• Social Media Listening

  • Monitoring social media trends and customer feedback to identify areas for improvement or opportunities for new product development
• Employee Feedback Analysis

  • Analyzing feedback from crew members to identify areas where training materials or procedures need to be updated to improve efficiency or employee satisfaction
• KBS technology is not merely an explicit component in this tool set, but has also become more-or-less embedded in many of the other components, for example, holistic decision-support systems (Mirchandani & Pakath, 1999).
• How AI Knowledge Management will impact your Business or Company

  Automated Content Curation. Enhanced Search Functionality. Predictive Analytics. Personalized User Experiences. Content Gap Analysis. Automated Question Answering.
• Overall, AI Knowledge Management can revolutionize how your company captures, organizes, and utilizes knowledge. It can lead to a more informed workforce, improved decision-making, and a significant competitive advantage.