Knowledge Management - the Knowledge Management Cycle and Models
Chater11 CHAPTER 11 MANAGING KNOWLEDGE THE KNOWLEDGE MANAGEMENT LANDSCAPE Important Dimensions of...
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Transcript of Chater11 CHAPTER 11 MANAGING KNOWLEDGE THE KNOWLEDGE MANAGEMENT LANDSCAPE Important Dimensions of...
Chater11
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