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December 1999 Nirmala/ASCI 1
I.T. in DECISION-MAKING-IIEnabling Knowledge-Driven
Decision-Making with
INFORMATION TECHNOLOGYGMP for PGCIL21/Aug/2001
-Nirmala Apsingikar
December 1999 Nirmala/ASCI 2
Knowledge Flows
Knowledge flows (both ways) between Corporate Data Stores (Data
Warehouses) “Project” Data Stores
Crucial to store generated “data”, interpretations and lessons learned so that the knowledge asset is available to others in the corporation
December 1999 Nirmala/ASCI 3
Much Knowledge is lost(or never captured at all)
Interpretations and generated knowledge lost … kept in people’s heads &
people leave or forget teams get reconstituted
kept in private files &files get lost or separatedbacked-up, not archivedBuried in piles of documents and data
Costly errors are repeated due to disregard of previous experience
Knowledge is not managed as an asset
December 1999 Nirmala/ASCI 4
Knowledge Management?
Utilising the collective knowledge, experience and competencies available internally and externally to the organisation whenever and wherever they are required. P.Feranley & M.Horder, Ernst & Young
A discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing enterprise information assets - (Gartner Group)
December 1999 Nirmala/ASCI 5
What are Knowledge Organizations ?
Evaluate who has and who needs knowledge
Determine when, where and how to apply this knowledge
Identify essential knowledge domains and elements in Business processes
Utilize Knowledge by making it available to their employees, management and customers
December 1999 Nirmala/ASCI 6
Success Measures to look for ……
Product/Service Design & Development Product Success rates Cycle time Low design rework
Customer and Issue Management Customer Satisfaction Needs capturing (for
products/services) Breadth of service
coverage
• Business Planning– Discover trends– Crisis response
time– Competitive
awareness– Act on incomplete
info.
• Employee Mgmt. and Development– Education level– Training
participation– Skill Alignment– Productivity
December 1999 Nirmala/ASCI 7
Knowledge LifecycleKnowledge Lifecycle
In each Domain of Enterprise ActivityTwo Basic Processes : Knowledge Production / Creation Knowledge Integration
Experiential Feedback Loops complete the Knowledge Life Cycle
Individual learningLearning thru communicationLearning thru maintaining a
corporate memory
December 1999 Nirmala/ASCI 8
The Knowledge Life CycleKnowledge Production
Individ. And Grp.Learning
InformationAcquisition
KnowledgeClaim
Formulation
CodifiedKC
KnowledgeValidation
Process
InvalidKnowledge
ValidatedKC
Un-validatedKC
InvalidKC
ORG.KNOWLEDGE
Info. On VKC
Info on UKC
Info on IKC
December 1999 Nirmala/ASCI 9
Knowledge LifecycleKnowledge Integration
Org.Know-ledge
Broad-casting
Teaching
SearchingRetrieving
Sharing
Feedback
December 1999 Nirmala/ASCI 10
Knowledge Management Infrastructure
Common CommunicationsKnowledge BasesAccess to Knowledge / Information
SourcesKnowledge sharing mechanismsExperiential Knowledge Sharing
Mechanisms: Communities of Practice Unified Vocabulary (Ontologies) Groupware
December 1999 Nirmala/ASCI 11
Knowledge Management Infrastructure: “Corporate Memory”
Data WarehousesKnowledge WarehousesData and Knowledge Bases
Lessons Learned databases Best Practices Case-based problem-solving Others
December 1999 Nirmala/ASCI 12
Knowledge bases, Knowledge Discovery Examples : PWC
ODIE (On Demand Information Extractor) scans roughly 1000 newsletters on management changes in various businesses every night
Understands business language of the newsletters and makes sense of the data to help consultants use the information effectively
Knowledge View is best-practices database which allows views by industry, process, performance measure, and enabler
(4000 ontology entries ; Lotus notes
December 1999 Nirmala/ASCI 13
Knowledge Management Processes
Knowledge RepresentationKnowledge FilteringKnowledge Searching
Search Engines Intelligent Agents Visualization Models e g Perspecta
December 1999 Nirmala/ASCI 14
Knowledge Search TechniquesVisualization Models
e g PerspectaCreates Smart Content using
metainformation derived from source documents (structured and unstructured)
Document Analysis Engine does Linguistic Analysis and tags documents
SmartContent Server analyses tagged information and identifies relationships between documents, creates a model
User can browse through and information is downloaded using just-in-time
December 1999 Nirmala/ASCI 15
The eWISe Knowledge Framework
In form ationPorta l
CollaborationPorta l
Team project Porta l
ExpertisePorta l
Inte llectualcapita l m gm t
Porta l
BusinessPartner Porta l
W eb basedpro ject tracking
and M gm t
C om m unities ofpractice M gm t
C ritica lIn form ation
M gm t
ExpertiseM anagem ent
Know ledgeO bject M gm t
C ontactIn form ation
M gm t
LearningPorta l
Learn ingprocess M gm t
Knowledge M ap / M eta Knowledge
Knowledge repository Skill R epository
PeopleW ebD ocum ents D atabases e-m ails
IMPLEMENTATI
ON
METHODLOGY
December 1999 Nirmala/ASCI 16
Enterprise Information Portals
Enterprise Information Portals are:Applications that enable
organizations;to unlock internally and externally
stored information;and provide users a single gateway;to personalized information needed;to make informed business decisions
December 1999 Nirmala/ASCI 17
Enterprise Information PortalsCharacteristics
Use both push and pull technologiesProvide Standardized web-based
interfaceProvide interactivity : Questioning,
Sharing of information on user desktopsIntegrate disparate applicationsAccess and exchange information with
internal and external data/info. sources
December 1999 Nirmala/ASCI 18
Enterprise Information PortalsHow are they Different from Data Warehousing Systems?
Integration of Content Management Systems
Increased emphasis on exchange of data with external data stores
Emphasis on sharing of data among usersRenewed emphasis on data mining and
analytical applicationsIntegration of disparate applications and
data stores
December 1999 Nirmala/ASCI 19
Enterprise Information PortalsHow are they Different from Data Warehousing Systems?
Integration of Content Management Systems Data Warehousing essentially structured
data from OLTP systemsEIP : Web Documents, Research Reports,
Contracts, Brochures, etc. in addition to structured data from Data Warehouses
Implies use of imaging technologies;Concept-based searching; text-mining; Increased importance of intelligent agents
December 1999 Nirmala/ASCI 20
Enterprise Information PortalsHow are they Different from Data Warehousing Systems?
Exchange of DataConnectivity issues Sharing of information, ideasGroupware, collaborative workflows,
messaging, meetings, etc; expertise profilingIncreased Emphasis on Data MiningData Mining thru Web Interfaces, text miningValidation of Data, simulation, forecasting
December 1999 Nirmala/ASCI 21
PortalsProducts Available
Knowledge PortalsE g : KM Suite, ActiveKnowledge (Autonomy, inc)Automates KM Processes including :
Categorization; cross-referencing; hyperlinking; and presentation of information
Profiles of each user to deliver personalized information based on user’s reading patterns
Visual interface for searching, which automatically gives a unified view of disparate data sources across the enterprise, including human experts
ActiveKnowledge analyzes content in the user’s active window, and simultaneoulsly displays related content in another window.
December 1999 Nirmala/ASCI 22
Enterprise Collaboration Portals
These portals basically work towards creating and maintaining a corporate group memory.
Collaborative portals enable teams of users to establish their own virtual project areas or communities and work together.
Here the features provided are basically towards facilitating electronic communication between distributed personnel:
chat, conferencing, calendaringworkflowdocument management,and forms processing is offered.
December 1999 Nirmala/ASCI 23
Enterprise Expertise Portals
These portals provide the basic framework for accessing the tacit knowledge residing within the brains of the employees.
These portals provide tools to link people together on the basis of their skills and expertise.
These portals allow expertise to be contributed and networked throughout an organization so that everyone has access to it
December 1999 Nirmala/ASCI 24
Knowledge Portals
Information Portal Information
Access Alerts Personalization Channels Security App. Access
Collaboration Portal
Discussion Brainstorming Alerts Taxonomy Skill based
communities
Team Portal Create teams Team Alerts Project
Information Channels Tasks Team access
Intellectual capital management
Profile versions Taxonomy Annotations Keyword/
metadata search
Expertise Portal I know I need Find expert Contact expert Interact with
expert
Contact Information Management Portal
Create organizations and contact members
Track critical information by topic
Track documents Track history
December 1999 Nirmala/ASCI 25
KM Software Tools : Products
Innovation Toolbox: Creativity Software : enables brainstorming for
creative thinking and problem solvingQuestMap:
A display system that facilitates group processes during meetings by capturing conversations; threading discussions; providing links to relevant documents / data; tracking successive meetings on a given project.
December 1999 Nirmala/ASCI 26
Enterprise Information PortalsProduct suites Available
Viador E-Portal suiteMy EurekaAutonomyCorporate Portal Server (Plumtree Software)Data Channel (DataChannel inc.)Digital dashboard (Microsoft)Raven (Lotus)e-Wise (Aptech)
December 1999 Nirmala/ASCI 27
CustomersChannels
Employees
CompanyProcesses
CRM
Cust.Collab.
S/DCM
B to B& ERP
e.learn experts
WebApps.
Best practices
Work-Flow
InfoSearch
Technology enablers for the K.Corp
December 1999 Nirmala/ASCI 28
Infrastructure life cycleInfrastructure life cycle
““We need to treat We need to treat technology technology (applications and IT) (applications and IT) like drilling mud…an like drilling mud…an expendable.”expendable.”
• Applications and the IT Applications and the IT infrastructure have a life of 1-3 infrastructure have a life of 1-3 yearsyears