Management Information Systems 8/e Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Chapter 10 Managing Knowledge for the Digital Firm 12 MANAGING MANAGING KNOWLEDGE FOR KNOWLEDGE FOR THE DIGITAL THE DIGITAL FIRM FIRM Chapter
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Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm1212
MANAGINGMANAGING
KNOWLEDGE FORKNOWLEDGE FOR
THE DIGITALTHE DIGITAL
FIRMFIRM
Chapter
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
• Why do businesses today need knowledge Why do businesses today need knowledge management programs and systems for management programs and systems for knowledge management?knowledge management?
• Which information system applications are Which information system applications are most useful for distributing, creating, and most useful for distributing, creating, and sharing knowledge in the firm?sharing knowledge in the firm?
• What are the business benefits of using What are the business benefits of using artificial intelligence technology for artificial intelligence technology for knowledge management?knowledge management?
OBJECTIVES
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
• How can businesses use expert systems How can businesses use expert systems and case-based reasoning to capture and case-based reasoning to capture knowledge?knowledge?
• How can organizations benefit from using How can organizations benefit from using use neural networks and other intelligent use neural networks and other intelligent techniques?techniques?
OBJECTIVES
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
• Designing knowledge systems that genuinely Designing knowledge systems that genuinely enhance organizational performanceenhance organizational performance
• Identifying and implementing appropriate Identifying and implementing appropriate organizational applications for artificial organizational applications for artificial intelligenceintelligence
MANAGEMENT CHALLENGES
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Organizational learningOrganizational learning
• Creation of new standard operating Creation of new standard operating procedures and business processes procedures and business processes reflecting experience reflecting experience
Knowledge managementKnowledge management
• Set of processes Set of processes
• Creates, gathers, stores, maintains, and Creates, gathers, stores, maintains, and disseminates knowledgedisseminates knowledge
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
Organizational Learning and Knowledge Management
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Knowledge AssetsKnowledge Assets• Organizational knowledge enabling Organizational knowledge enabling
the business to create valuethe business to create value
Chief Knowledge Officer (CKO)Chief Knowledge Officer (CKO)
• Senior executive in charge of Senior executive in charge of organization’s knowledge management organization’s knowledge management programprogram
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
Organizational Learning and Knowledge Management
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Tacit KnowledgeTacit Knowledge
• Expertise and experience not formally Expertise and experience not formally documenteddocumented
Best PracticesBest Practices
• Successful solutions or problem-solving Successful solutions or problem-solving methods developed by specific methods developed by specific organization or industryorganization or industry
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
Systems and Infrastructure for Knowledge Management
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Organizational MemoryOrganizational Memory
• Stored learning from organization’s Stored learning from organization’s history history
• Used for decision making and other Used for decision making and other purposespurposes
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
Systems and Infrastructure for Knowledge Management
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
IT Infrastructure for Knowledge Management
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
Figure 10-1
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
• Consists of creating or processing Consists of creating or processing informationinformation
• Divided into knowledge workers and data Divided into knowledge workers and data workersworkers
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Information Work
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Office systemsOffice systems
• Manage and coordinate work of data and Manage and coordinate work of data and knowledge workersknowledge workers
• Connect work of local information workers Connect work of local information workers with all levels and functions of organizationwith all levels and functions of organization
• Connect organization to external worldConnect organization to external world
• Example: Word processing, voice mail, and Example: Word processing, voice mail, and imagingimaging
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Distributing Knowledge: Office and Document Management Systems
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
INFORMATION AND KNOWLEDGE WORK SYSTEMS
The Three Major Roles of Offices
Figure 10-2
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Document imaging systemsDocument imaging systems
• Convert documents and images into Convert documents and images into digital form digital form
• Can be stored and accessed by the Can be stored and accessed by the computercomputer
Knowledge repositoryKnowledge repository• Documented knowledge in a single Documented knowledge in a single
locationlocation
Typical Office Systems
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Components of an Imaging System
Figure 10-3
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Web Publishing and Document Management
Figure 10-4
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Knowledge Work Systems (KWS)Knowledge Work Systems (KWS)• Aid knowledge workers in creation and Aid knowledge workers in creation and
integration of new knowledgeintegration of new knowledge
• Specialized tools for specific types of Specialized tools for specific types of knowledge workknowledge work
• User-friendly interfaceUser-friendly interface
Creating Knowledge: Knowledge Work Systems
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Changes in the Construction Project Management Process
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Figure 10-5
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Requirements of Knowledge Work Systems
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Figure 10-6
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
• Computer-aided design (CAD)Computer-aided design (CAD)
• Virtual reality systemsVirtual reality systems
• Virtual Reality Modeling Language (VRML)Virtual Reality Modeling Language (VRML)
• Investment workstationsInvestment workstations
Examples of Knowledge Work Systems
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
• GroupwareGroupware
• Intranets and Enterprise Knowledge Intranets and Enterprise Knowledge EnvironmentsEnvironments
• Enterprise information portalsEnterprise information portals
• TeamwareTeamware
Sharing Knowledge: Group Collaboration Systems and Enterprise Knowledge Environments
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
An Enterprise Information Portal
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Figure 10-7
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
• Effort to develop computer-based systems Effort to develop computer-based systems that behave as humansthat behave as humans
• Includes natural language, robotics, Includes natural language, robotics, perceptive systems, expert systems, and perceptive systems, expert systems, and intelligent machinesintelligent machines
ARTIFICIAL INTELLIGENCE
What is Artificial Intelligence?
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
• Artificial Intelligence:Artificial Intelligence:
– 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
Why Business is Interested in Artificial Intelligence
ARTIFICIAL INTELLIGENCE
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
The Artificial Intelligence Family
ARTIFICIAL INTELLIGENCE
Figure 10-8
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
• Knowledge BaseKnowledge Base
• Rule-based Expert SystemRule-based Expert System
• Rule Base Rule Base
• Knowledge FramesKnowledge Frames
Capturing Knowledge: Expert Systems
ARTIFICIAL INTELLIGENCE
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Rules in an AI Program
ARTIFICIAL INTELLIGENCE
Figure 10-9
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
• AI shellAI shell
• Inference EngineInference Engine
• Forward ChainingForward Chaining
• Backward ChainingBackward Chaining
Capturing Knowledge: Expert Systems
ARTIFICIAL INTELLIGENCE
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
ARTIFICIAL INTELLIGENCE
Figure 10-10
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Knowledge engineerKnowledge engineer
• Specialist eliciting information and Specialist eliciting information and expertise from other professionals expertise from other professionals
• Translates information into set of rules for Translates information into set of rules for an expert systeman expert system
ARTIFICIAL INTELLIGENCE
Building an Expert System
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
• Galeria KaufhofGaleria Kaufhof
• Countrywide Funding Corp.Countrywide Funding Corp.
ARTIFICIAL INTELLIGENCE
Examples of Successful Expert Systems
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Case-based Reasoning (CBR)Case-based Reasoning (CBR)
• Captures and stores collective knowledgeCaptures and stores collective knowledge
• Represents knowledge as database of Represents knowledge as database of cases and solutionscases and solutions
Organizational Intelligence: Case-Based Reasoning
ARTIFICIAL INTELLIGENCE
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
ARTIFICIAL INTELLIGENCE
Figure 10-11
Casedatabase
1.
2.
3.
4.
5. 6.
NO YES
Successful?
System modifies thesolution to better fit
the problem
System finds closestfit and retrieves
solution
System storesproblem and
successful solutionin the database
System asks useradditional questions to
narrow the search
System searchesdatabase for similar
cases
User describes theproblem
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
• Hardware or software emulating Hardware or software emulating processing patterns of biological brainprocessing patterns of biological brain
• Put intelligence into hardware in form of a Put intelligence into hardware in form of a generalized capability to learngeneralized capability to learn
Neural Networks
OTHER INTELLIGENT TECHNIQUES
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Inference Engines in Expert Systems
ARTIFICIAL INTELLIGENCE
Figure 10-12
Synapse
Dendrite
Axon
Soma
Neuron
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
ARTIFICIAL INTELLIGENCE
Figure 10-13
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Biological Neurons of a Leech
OTHER INTELLIGENT TECHNIQUES
Figure 10-14
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
• Rule-based AI Rule-based AI
• Tolerates imprecision Tolerates imprecision
• Uses nonspecific terms called Uses nonspecific terms called membership functions to solve problemsmembership functions to solve problems
Fuzzy Logic
OTHER INTELLIGENT TECHNIQUES
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Implementing Fuzzy Logic Rules in Hardware
OTHER INTELLIGENT TECHNIQUES
Figure 10-15
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
• Problem-solving methods Problem-solving methods
• Promote evolution of solutions to Promote evolution of solutions to specified problems specified problems
• Use a model of living organisms adapting Use a model of living organisms adapting to their environmentto their environment
Genetic Algorithms
OTHER INTELLIGENT TECHNIQUES
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
The Components of a Genetic Algorithm
OTHER INTELLIGENT TECHNIQUES
Figure 10-16
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
• Integration of multiple AI technologies into Integration of multiple AI technologies into a single application a single application
• Takes advantage of best features of Takes advantage of best features of technologiestechnologies
Hybrid AI Systems
OTHER INTELLIGENT TECHNIQUES
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
• Software programs Software programs
• Use built-in or learned knowledge base to Use built-in or learned knowledge base to carry out specific, repetitive, and carry out specific, repetitive, and predictable tasks predictable tasks
Intelligent Agents
OTHER INTELLIGENT TECHNIQUES
Management Information Systems 8/eManagement Information Systems 8/eChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm1010
MANAGINGMANAGING
KNOWLEDGE FORKNOWLEDGE FOR
THE DIGITALTHE DIGITAL
FIRMFIRM
Chapter
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