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CHAPTER 11 MANAGING KNOWLEDGECHAPTER 11 MANAGING KNOWLEDGE
THE KNOWLEDGE MANAGEMENT LANDSCAPEImportant Dimensions of KnowledgeThe Knowledge Management Value ChainTypes of Knowledge Management SystemsENTERPRISE-WIDE KNOWLEDGE MANAGEMENT SYSTEMSStructured Knowledge SystemsSemistructured Knowledge SystemsKnowledge Network SystemsSupporting Technologies: KNOWLEDGE WORK SYSTEMSKnowledge Workers and Knowledge WorkRequirements of Knowledge Work SystemsExamples of Knowledge Work Systems
INTELLIGENT TECHNIQUES
Roadmap
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LEARNING OBJECTIVES
• Assess the role of knowledge management and knowledge management programs in business.
• Describe the types of systems used for enterprise-wide knowledge management and demonstrate how they provide value for organizations.
• Describe the major types of knowledge work systems and assess how they provide value for firms.
• Evaluate the business benefits of using intelligent techniques for knowledge management.
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MANAGEMENT CHALLENGES
• Designing knowledge systems that genuinely enhance organizational performance
• Identifying and implementing appropriate organizational applications for artificial intelligence
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KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
KNOWLEDGE MANAGEMENT: SYSTEMATICALLY & ACTIVELY MANAGING AND LEVERAGING STORES OF KNOWLEDGE IN AN ORGANIZATION
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KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
KNOWLEDGE MANAGEMENT: Organizational learning mechanismsProcesses to create, gather, store, maintain,
disseminate knowledgeCHIEF KNOWLEDGE OFFICER (CKO)DIGITAL FIRM: Substantial use of info
technology enhances ability to sense, respond to environment
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KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
KNOWLEDGE MANAGEMENT:
Office Automation Systems (OAS)
Knowledge Work Systems (KWS)
Group Collaboration Systems (GCS)
Artificial Intelligence Applications (AI)
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INFORMATION AND KNOWLEDGE WORK SYSTEMS
INFORMATION WORK: Work consists primarily of creating, processing information
DATA WORKERS: People who process & disseminate organization’s paperwork
KNOWLEDGE WORKERS: People who design products or services or create new knowledge for organization
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MAJOR ROLES OF OFFICES
• COORDINATE WORK OF LOCAL PROFESSIONALS AND INFORMATION WORKERS
• COORDINATE WORK ACROSS LEVELS AND FUNCTIONS
• COUPLE ORGANIZATION TO EXTERNAL ENVIRONMENT
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OFFICE AUTOMATION SYSTEMS
MANAGING DOCUMENTS:
• CREATION
• STORAGE
• RETRIEVAL
• DISSEMINATION
• TECHNOLOGY: Word processing, desktop publishing, document imaging, Web publishing, work flow managers
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OFFICE AUTOMATION SYSTEMSSCHEDULING:
FOR INDIVIDUALS & GROUPS:• ELECTRONIC CALENDARS• GROUPWARE• INTRANETS
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OFFICE AUTOMATION SYSTEMSCOMMUNICATING:
INITIATING, RECEIVING, MANAGING:• VOICE• DIGITAL• DOCUMENTS• TECHNOLOGY: E-mail, voice mail, digital
answering systems, GroupWare, intranets
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OFFICE AUTOMATION SYSTEMSMANAGING DATA:
EMPLOYEES, CUSTOMERS, VENDORS:• DESKTOP DATABASES• SPREADSHEETS• USER-FRIENDLY INTERFACES TO
MAINFRAME DATABASES
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• DOCUMENT IMAGING SYSTEMS: Systems convert documents, images into digital form (e.g.: optical character recognition; microfiche)
• JUKEBOX: Storage & retrieving device for CD-ROMs & other optical disks
• INDEX SERVER: Imaging system to store / retrieve document
OFFICE AUTOMATION SYSTEMSMANAGING DATA:
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CREATE KNOWLEDGEKNOWLEDGE WORK SYSTEMS:
INFORMATION SYSTEMS THAT AID KNOWLEDGE WORKERS TO CREATE, INTEGRATE NEW KNOWLEDGE IN ORGANIZATIONS
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CREATE KNOWLEDGEKNOWLEDGE WORKERS:
• KEEP ORGANIZATION UP-TO-DATE IN KNOWLEDGE: Technology; science; thought; the arts
• INTERNAL CONSULTANTS IN THEIR AREAS
• CHANGE AGENTS: Evaluating; initiating; promoting change projects
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• CAD/CAM: Computer Aided Design/Computer Aided Manufacturing: Provides precise control over industrial design, manufacturing
• VIRTUAL REALITY: Interactive software creates photorealistic simulations of real world objects (Virtual Reality Modeling Language: VRML)
CREATE KNOWLEDGEKNOWLEDGE SYSTEMS:
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• INVESTMENT WORKSTATIONS: High-end PCs used in finance to analyze trading situations, facilitate portfolio management
CREATE KNOWLEDGEKNOWLEDGE SYSTEMS:
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SHARE KNOWLEDGEGROUP COLLABORATION SYSTEMS:
• GROUPWARE: Allows interactive collaboration, approval of documents
• INTRANETS: Good for relatively stable information in central repository
• TEAMWARE: Group collaborative software to customize team efforts
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CAPABILITIES OF GROUPWARE
• PUBLISHING, REPLICATION
• DISCUSSION TRACKING
• DOCUMENT MANAGEMENT
• WORK-FLOW MANAGEMENT
• SECURITY
• PORTABILITY
• APPLICATION DEVELOPMENT
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ARTIFICIAL INTELLIGENCE (AI) SYSTEMS:
AI: COMPUTER-BASED SYSTEMS WITH ABILITIES TO LEARN LANGUAGE, ACCOMPLISH TASKS, USE PERCEPTUAL APPARATUS, EMULATE HUMAN EXPERTISE & DECISION MAKING
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AI FAMILYAI FAMILY
NATURALNATURALLANGUAGELANGUAGE
ROBOTICSROBOTICS PERCEPTIVEPERCEPTIVESYSTEMSSYSTEMS
EXPERTEXPERTSYSTEMSSYSTEMS
INTELLIGENTINTELLIGENTMACHINESMACHINES
ARTIFICIALARTIFICIALINTELLIGENCEINTELLIGENCE
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BUSINESS INTERESTS IN AI
– Preserve Expertise
– Stores information in active form
– Creates mechanism not subjected to human feelings
– Eliminates routine and unsatisfying jobs
– Enhances organization’s knowledge base
– Generates solution to specific problems
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EXPERT SYSTEMS
KNOWLEDGE - INTENSIVE CAPTURES HUMAN EXPERTISE
IN LIMITED DOMAINS OF KNOWLEDGE
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EXPERT SYSTEMS
• KNOWLEDGE BASE: Model of Human Knowledge
• RULE - BASED EXPERT SYSTEM : AI system based on IF - THEN statements (Bifurcation); Rule Base: Collection of IF - THEN knowledge
• KNOWLEDGE FRAMES: Knowledge organizes in chunks based on shared relationships
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EXPERT SYSTEMS
• AI SHELL: Programming environment of expert system
• INFERENCE ENGINE: Search through rule base– FORWARD CHAINING:FORWARD CHAINING: Uses input; searches
rules for answer– BACKWARD CHAINING:BACKWARD CHAINING: Begins with
hypothesis, seeks information until hypothesis accepted or rejected
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EXPERT SYSTEMS LIMITATIONS:
• Often reduced to problems of classification
• Can be large, lengthy, expensive
• Maintaining knowledge base critical
• Many managers unwilling to trust such systems
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CASE - BASED REASON (CBR)
AI USES DATABASE OF CASES:
• USER DESCRIBES PROBLEM
• SYSTEM SEARCHES DATABASE FOR SIMILAR CASES
• SYSTEM ASKS MORE QUESTIONS
• FINDS CLOSEST FIT
• MODIFIED AS REQUIRED
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• NEURAL NETWORKS: Software attempts to emulate brain processes
• FUZZY LOGIC: Tolerates ambiguity using nonspecific MEMBERSHIP FUNCTIONS
• GENETIC ALGORITHMS: Use models of organisms to promote evolution of solution
• HYBRID AI SYSTEMS: Combinations
OTHER APPROACHES
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INTELLIGENT AGENT
PROGRAM WITH BUILT-IN, LEARNED KNOWLEDGE BASE TO DO SPECIFIC, REPETITIVE, PREDICTABLE TASKS FOR:
• INDIVIDUAL
• BUSINESS PROCESS
• SOFTWARE APPLICATION
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So What
As a manager
• Responsible for managing information– Create information– Distribute information
• Know the tools that are available
• Select the right tool for the job