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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