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14.1Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
KNOWLEDGE-KNOWLEDGE-BASED BASED
INFORMATION INFORMATION SYSTEMSSYSTEMS
14.2Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
• 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 Which information system applications are most useful for distributing, creating, are most useful for distributing, creating, and sharing knowledge in the firm?and sharing knowledge in the firm?
continued
OBJECTIVES
14.3Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
• 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?
• 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 neural networks and other intelligent neural networks and other intelligent techniques?techniques?
OBJECTIVES (continued)
14.4Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems HILL AND KNOWLTON CANADA LIMITED
14.5Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
1.1. Designing knowledge systems that Designing knowledge systems that genuinely enhance organizational genuinely enhance organizational performanceperformance
2.2. Identifying and implementing appropriate Identifying and implementing appropriate organizational applications for artificial organizational applications for artificial intelligenceintelligence
MANAGEMENT CHALLENGES
14.6Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Knowledge AssetsKnowledge Assets• Organizational knowledge regarding how Organizational knowledge regarding how
to efficiently and effectively perform to efficiently and effectively perform business processes and create new business processes and create new products and services that enable the products and services that enable the business to create valuebusiness to create value
14.1 KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
Organizational Learning and Knowledge Management
14.7Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
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 developed to create, Set of processes developed to create,
gather, store, maintain, and apply the gather, store, maintain, and apply the firm’s knowledgefirm’s knowledge
14.1 KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
Organizational Learning and Knowledge Management
14.8Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
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
Organizational Learning and Knowledge Management
14.1 KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
14.9Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
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
Systems and Infrastructure for Knowledge Management
14.1 KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
14.10Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
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
Systems and Infrastructure for Knowledge Management
14.1 KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
14.11Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Systems and Infrastructure for Knowledge Management
14.1 KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
14.12Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Information WorkInformation Work• Consists of creating or processing informationConsists of creating or processing information
Data WorkersData Workers• Personnel, such as secretaries, who process and Personnel, such as secretaries, who process and
disseminate the organization’s information and disseminate the organization’s information and paperworkpaperwork
Knowledge WorkersKnowledge Workers• Professionals, such as engineers, who design Professionals, such as engineers, who design
products or services, or create knowledgeproducts or services, or create knowledge
14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
14.13Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
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
Distributing Knowledge: Office and Document Management Systems
14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
14.14Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Distributing Knowledge: Office and Document Management Systems
14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
14.15Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Distributing Knowledge: Office and Document Management Systems
14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
14.16Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
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
14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
Distributing Knowledge: Office and Document Management Systems
14.17Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
Distributing Knowledge: Office and Document Management Systems
14.18Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
Distributing Knowledge: Office and Document Management Systems
14.19Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
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
14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
14.20Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Creating Knowledge: Knowledge Work Systems
14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
14.21Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Creating Knowledge: Knowledge Work Systems
14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
14.22Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Examples of Knowledge Work SystemsExamples of Knowledge Work Systems• 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
Creating Knowledge: Knowledge Work Systems
14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
14.23Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Creating Knowledge: Knowledge Work Systems
14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
14.24Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
• 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
14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
14.25Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Intranets and Enterprise Knowledge Environments
14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
Knowledge MapKnowledge Map• Tool for identifying and locating the Tool for identifying and locating the
organization’s knowledge resourcesorganization’s knowledge resources
Enterprise Information PortalEnterprise Information Portal• Application that enables companies to Application that enables companies to
provide users with a single gateway to provide users with a single gateway to internal and external sources of internal and external sources of informationinformation
14.26Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Intranets and Enterprise Knowledge Environments
14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
14.27Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Intranets and Enterprise Knowledge Environments
14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
Figure 14.9
An Enterprise Information Portal
14.28Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Artificial IntelligenceArtificial Intelligence• Effort to develop computer-based systems Effort to develop computer-based systems
that behave like humansthat behave like humans
• Ability to learn language, accomplish Ability to learn language, accomplish physical tasks, use a perceptual physical tasks, use a perceptual apparatus, and emulate human expertise apparatus, and emulate human expertise and decision makingand decision making
14.3 ARTIFICIAL INTELLIGENCE
What is Artificial Intelligence?
14.29Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems 14.3 ARTIFICIAL INTELLIGENCE
What is Artificial Intelligence?
14.30Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Artificial Intelligence:Artificial Intelligence:• Stores information in active formStores information in active form• Creates mechanism not subjected to Creates mechanism not subjected to
human feelingshuman feelings• Eliminates routine and unsatisfying jobs Eliminates routine and unsatisfying jobs • Enhances organization’s knowledge base Enhances organization’s knowledge base
by generating solutions to specific by generating solutions to specific problemsproblems
Why Business is Interested in Artificial Intelligence
14.3 ARTIFICIAL INTELLIGENCE
14.31Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Capturing Knowledge: Expert Systems
14.3 ARTIFICIAL INTELLIGENCE
Expert SystemExpert System• Knowledge-intensive computer program Knowledge-intensive computer program
that captures the expertise of a human in that captures the expertise of a human in limited domains of knowledgelimited domains of knowledge
Knowledge BaseKnowledge Base• Model of human knowledge that is used by Model of human knowledge that is used by
expert systemexpert system
14.32Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Capturing Knowledge: Expert Systems
14.3 ARTIFICIAL INTELLIGENCE
How Expert Systems WorkHow Expert Systems Work• Rule-Based Expert SystemRule-Based Expert System
– An AI program that has a large number of interconnected and nested IF-THEN statements or rules that are the basis for the knowledge
• Rule BaseRule Base– The collection of knowledge in an AI system,
represented by IF-THEN statements
• AI ShellAI Shell– The programming environment of an expert system
continued
14.33Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Capturing Knowledge: Expert Systems
14.3 ARTIFICIAL INTELLIGENCE
14.34Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Capturing Knowledge: Expert Systems
14.3 ARTIFICIAL INTELLIGENCE
How Expert Systems Work How Expert Systems Work (continued)(continued)
• Inference EngineInference Engine– The strategy used to search through the rule
base in an expert system– Can be forward or backward chaining
14.35Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Capturing Knowledge: Expert Systems
14.3 ARTIFICIAL INTELLIGENCE
14.36Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Capturing Knowledge: Expert Systems
14.3 ARTIFICIAL INTELLIGENCE
Strategies for Searching the Rule BaseStrategies for Searching the Rule Base
• Forward ChainingForward Chaining– begins with the information entered by the user and
searches the rule base to arrive at a conclusion
• Backward ChainingBackward Chaining– acts like a problem solver– begins with a hypothesis and seeks out more
information until the hypothesis is either proven or disproved
14.37Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Capturing Knowledge: Expert Systems
14.3 ARTIFICIAL INTELLIGENCE
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
14.38Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
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
14.3 ARTIFICIAL INTELLIGENCE
14.39Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Organizational Intelligence: Case-Based Reasoning
14.3 ARTIFICIAL INTELLIGENCE
14.40Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
• Hardware or software emulating Hardware or software emulating processing patterns of a biological brainprocessing patterns of a 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
14.4 OTHER INTELLIGENT TECHNIQUES
14.41Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
• 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
14.4 OTHER INTELLIGENT TECHNIQUES
14.42Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
• Problem-solving methods that promote Problem-solving methods that promote evolution of solutions to specified evolution of solutions to specified problems problems
• Use a model of living organisms adapting Use a model of living organisms adapting to their environmentto their environment
Genetic Algorithms
14. 4 OTHER INTELLIGENT TECHNIQUES
14.43Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
Hybrid AI SystemsHybrid AI Systems• 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
14.4 OTHER INTELLIGENT TECHNIQUES
14.44Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
• 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
14.4 OTHER INTELLIGENT TECHNIQUES
14.45Copyright © 2005 Pearson Education Canada Inc.
Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition
Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems
KNOWLEDGE-KNOWLEDGE-BASED BASED
INFORMATION INFORMATION SYSTEMSSYSTEMS