12. managing knowledge. knowledge management in the organization knowledge management:...
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12. MANAGING KNOWLEDGE
12. MANAGING KNOWLEDGE
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
KNOWLEDGE MANAGEMENT: KNOWLEDGE MANAGEMENT:
Systematically & Actively Systematically & Actively
Managing and LeveragingManaging and Leveraging
Stores of Knowledge Stores of Knowledge
in an Organizationin an Organization
**
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
KNOWLEDGE MANAGEMENT: KNOWLEDGE MANAGEMENT: • Office Automation Systems (OAS)Office Automation Systems (OAS)• Knowledge Work Systems (KWS)Knowledge Work Systems (KWS)• Group Collaboration Systems (GCS)Group Collaboration Systems (GCS)• Artificial Intelligence Applications (AI)Artificial Intelligence Applications (AI)
ESPECIALLY USEFUL TO KNOWLEDGE ESPECIALLY USEFUL TO KNOWLEDGE MANAGEMENT...MANAGEMENT...
**
INFORMATION AND KNOWLEDGE WORK SYSTEMS
INFORMATION AND KNOWLEDGE WORK SYSTEMS
• INFORMATION WORK: Work Consists INFORMATION WORK: Work Consists Primarily of Creating, Processing Primarily of Creating, Processing InformationInformation
• DATA WORKERS: People who Process & DATA WORKERS: People who Process & Disseminate Organization’s PaperworkDisseminate Organization’s Paperwork
• KNOWLEDGE WORKERS: People who KNOWLEDGE WORKERS: People who Design Products or Services or Create Design Products or Services or Create new Knowledge for Organizationnew Knowledge for Organization
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DISTRIBUTE KNOWLEDGE OFFICE AUTOMATION SYSTEMS:OFFICE AUTOMATION SYSTEMS:
DISTRIBUTE KNOWLEDGE OFFICE AUTOMATION SYSTEMS:OFFICE AUTOMATION SYSTEMS:
• WORD PROCESSINGWORD PROCESSING• DESKTOP PUBLISHINGDESKTOP PUBLISHING• IMAGINGIMAGING• ELECTRONIC CALENDAELECTRONIC CALENDARSRS• DESKTOP DATABASESDESKTOP DATABASES• VOICE MAILVOICE MAIL• VIDEO CONFERENCINGVIDEO CONFERENCING
**
DISTRIBUTE KNOWLEDGE OFFICE AUTOMATION SYSTEMS:OFFICE AUTOMATION SYSTEMS:
DISTRIBUTE KNOWLEDGE OFFICE AUTOMATION SYSTEMS:OFFICE AUTOMATION SYSTEMS:
• DOCUMENT IMAGING SYSTEMS: DOCUMENT IMAGING SYSTEMS: Systems Convert Documents, Systems Convert Documents, Images Into Digital Form (e.g.: Images Into Digital Form (e.g.: Optical Character Recognition; Optical Character Recognition; Microfiche)Microfiche)
• JUKEBOX: Storage & RetrievJUKEBOX: Storage & Retrievinging Device for CD-ROMs & Other Device for CD-ROMs & Other Optical DisksOptical Disks
• INDEX SERVER: Imaging SysINDEX SERVER: Imaging Systemtem to Store / Retrieve Documentto Store / Retrieve Document
**
DISTRIBUTE KNOWLEDGE OFFICE AUTOMATION SYSTEMS:OFFICE AUTOMATION SYSTEMS:
DISTRIBUTE KNOWLEDGE OFFICE AUTOMATION SYSTEMS:OFFICE AUTOMATION SYSTEMS:
1. Manage, Coordinate Work of Data & 1. Manage, Coordinate Work of Data & Knowledge WorkersKnowledge Workers
2. Connect Local Information 2. Connect Local Information withwith all all Levels, Functions of OrganiLevels, Functions of Organizationzation
3. Connect Organization to Ex3. Connect Organization to External ternal WorldWorld
**
OFFICE ACTIVITYOFFICE ACTIVITY TECHNOLOGYTECHNOLOGY
MANAGING DOCUMENTSMANAGING DOCUMENTS WORD PROCESSING; DESKTOP PUBLISHINGWORD PROCESSING; DESKTOP PUBLISHING
DOCUMENT IMAGING; WORK FLOW MANAGERSDOCUMENT IMAGING; WORK FLOW MANAGERS
SCHEDULINGSCHEDULING ELECTRONIC CALENDARS; GROUPWAREELECTRONIC CALENDARS; GROUPWARE
COMMUNICATINGCOMMUNICATING E-MAIL; VOICE MAIL; DIGITAL ANSWERINGE-MAIL; VOICE MAIL; DIGITAL ANSWERING
SYSTEMS; GROUPWARESYSTEMS; GROUPWARE
MANAGING DATAMANAGING DATA DESKTOP DATABASES; SPREADSHEETSDESKTOP DATABASES; SPREADSHEETS;;
USER-FRIENDLY MAINFRAME INTERFACESUSER-FRIENDLY MAINFRAME INTERFACES
TYPICAL OFFICE INFORMATION SYSTEMS
TYPICAL OFFICE INFORMATION SYSTEMS
CREATE KNOWLEDGEKNOWLEDGE WORK SYSTEMS:KNOWLEDGE WORK SYSTEMS:
CREATE KNOWLEDGEKNOWLEDGE WORK SYSTEMS:KNOWLEDGE WORK SYSTEMS:
INFORMATION SYSTEMS THATINFORMATION SYSTEMS THAT
AID KNOWLEDGE WORKERSAID KNOWLEDGE WORKERS
TO CREATE, INTEGRATETO CREATE, INTEGRATE
NEW KNOWLEDGE IN ORGANIZATIONNEW KNOWLEDGE IN ORGANIZATION
**
CREATE KNOWLEDGEKNOWLEDGE WORKERS:KNOWLEDGE WORKERS:
CREATE KNOWLEDGEKNOWLEDGE WORKERS:KNOWLEDGE WORKERS:
• KEEP ORGANIZATION UP-TO-DATE IN KEEP ORGANIZATION UP-TO-DATE IN KNOWLEDGE: Technology; Science; KNOWLEDGE: Technology; Science; Thought; the ArtsThought; the Arts
• INTERNAL CONSULTANTS IN THEIR INTERNAL CONSULTANTS IN THEIR AREASAREAS
• CHANGE AGENTS: Evaluating; Initiating; CHANGE AGENTS: Evaluating; Initiating; Promoting Change ProjectsPromoting Change Projects
**
• CAD: Computer Aided Design Automates CAD: Computer Aided Design Automates Creation, Revision of Products, ServicesCreation, Revision of Products, Services
• VIRTUAL REALITY: Interactive Software VIRTUAL REALITY: Interactive Software Creates Simulations of Real World Creates Simulations of Real World ActivitiesActivities
• INVESTMENT WORK STATIONS: Special INVESTMENT WORK STATIONS: Special Work Station to Access, Manipulate Work Station to Access, Manipulate Massive Amounts of Financial DataMassive Amounts of Financial Data
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CREATE KNOWLEDGEKNOWLEDGE WORKERS:KNOWLEDGE WORKERS:
CREATE KNOWLEDGEKNOWLEDGE WORKERS:KNOWLEDGE WORKERS:
SHARE KNOWLEDGEGROUP COLLABORATION SYSTEMS:GROUP COLLABORATION SYSTEMS:
SHARE KNOWLEDGEGROUP COLLABORATION SYSTEMS:GROUP COLLABORATION SYSTEMS:
• GROUPWARE: Allows Interactive Collaboration, GROUPWARE: Allows Interactive Collaboration, Approval of DocumentsApproval of Documents
• INTRANETS: Good for Relatively Stable INTRANETS: Good for Relatively Stable Information in Central RepositoryInformation in Central Repository
• LOTUS NOTES LOTUS NOTES TM IBMTM IBM: : Popular Proprietary Popular Proprietary Software; Flexible Changes, Updates, Editing; Software; Flexible Changes, Updates, Editing; More Secure than IntranetsMore Secure than Intranets
**
GROUPWARE TOOLSGROUPWARE TOOLS WORLD WIDE WEBWORLD WIDE WEB
DOCUMENTS WITH MANY COLLABORATING DOCUMENTS WITH MANY COLLABORATING AUTHORS AUTHORS
SINGLE AUTHORSINGLE AUTHOR
DATA REQUIRE FREQUENT UPDATINGDATA REQUIRE FREQUENT UPDATING DATA RELATIVELY STATICDATA RELATIVELY STATIC
APPLICATIONS WITH DATA AT MULTIPLE SITESAPPLICATIONS WITH DATA AT MULTIPLE SITES ONE SOURCE OF DATAONE SOURCE OF DATA
ACCESSED BY ANYONEACCESSED BY ANYONE HIGH SECURITY REQUIREMENTSHIGH SECURITY REQUIREMENTS
GROUP COLLABORATIVE CAPABILITIESGROUP COLLABORATIVE CAPABILITIESGROUPWARE VS. WWWGROUPWARE VS. WWW
CAPTURE & CODIFY KNOWLEDGEARTIFICIAL INTELLIGENCE (AI)ARTIFICIAL INTELLIGENCE (AI)
SYSTEMS:SYSTEMS:
CAPTURE & CODIFY KNOWLEDGEARTIFICIAL INTELLIGENCE (AI)ARTIFICIAL INTELLIGENCE (AI)
SYSTEMS:SYSTEMS:
• AI: Computer-based Systems With Abilities to AI: Computer-based Systems With Abilities to Learn Language, Accomplish Tasks, use Learn Language, Accomplish Tasks, use Perceptual Apparatus, Emulate Human Expertise Perceptual Apparatus, Emulate Human Expertise & Decision Making& Decision Making
• EXPERT SYSTEMSEXPERT SYSTEMS• NEURAL NETSNEURAL NETS• FUZZY LOGICFUZZY LOGIC• GENETIC ALGORITHMSGENETIC ALGORITHMS
** AI12.16
AI FAMILYAI FAMILY
NATURALNATURALLANGUAGELANGUAGE
ROBOTICSROBOTICS PERCEPTIVEPERCEPTIVESYSTEMSSYSTEMS
EXPERTEXPERTSYSTEMSSYSTEMS
INTELLIGENTINTELLIGENTMACHINESMACHINES
ARTIFICIALARTIFICIALINTELLIGENCEINTELLIGENCE
AI12.17
BUSINESS INTERESTS IN AIBUSINESS INTERESTS IN AI
• PRESERVE EXPERTISEPRESERVE EXPERTISE• CREATE KNOWLEDGE BASECREATE KNOWLEDGE BASE• MECHANISM NOT SUBJECT TO MECHANISM NOT SUBJECT TO
FEELINGS, FATIGUE, WORRY, CRISISFEELINGS, FATIGUE, WORRY, CRISIS• ELIMINATE ROUTINE / UNSATISFYING ELIMINATE ROUTINE / UNSATISFYING
JOBSJOBS• ENHANCE KNOWLEDGE BASEENHANCE KNOWLEDGE BASE
** AI12.18
EXPERT SYSTEMSEXPERT SYSTEMS
KNOWLEDGE - INTENSIVEKNOWLEDGE - INTENSIVE
CAPTURES HUMAN EXPERTISECAPTURES HUMAN EXPERTISE
IN LIMITED DOMAINSIN LIMITED DOMAINS
OF KNOWLEDGEOF KNOWLEDGE
**
AI12.19
AI
EXPERT SYSTEMSEXPERT SYSTEMS
• KNOWLEDGE BASE: Model of Human KNOWLEDGE BASE: Model of Human KnowledgeKnowledge
• RULE - BASED EXPERT SYSTEM : AI System RULE - BASED EXPERT SYSTEM : AI System Based on IF - THEN Statements (Bifurcation); Based on IF - THEN Statements (Bifurcation); Rule Base: Collection of IF - THEN KnowledgeRule Base: Collection of IF - THEN Knowledge
• SEMANTIC NETS: Uses Property SEMANTIC NETS: Uses Property of of INHERITANCE to Organize, ClasINHERITANCE to Organize, Classifysify Interrelated Characteristics Interrelated Characteristics
**
12.20
AI
EXPERT SYSTEMSEXPERT SYSTEMS
LIMITATIONS:LIMITATIONS:
• Often Reduced to Problems of Often Reduced to Problems of ClassificationClassification
• Can be Large, Lengthy, ExpensiveCan be Large, Lengthy, Expensive
• Maintaining Knowledge Base CriticalMaintaining Knowledge Base Critical
• Many Managers Unwilling to Trust Many Managers Unwilling to Trust such Systemssuch Systems
**
12.22
CASE - BASED REASONCASE - BASED REASON
AI USES DATABASE OF CASES:AI USES DATABASE OF CASES:• USER DESCRIBES PROBLEMUSER DESCRIBES PROBLEM• SYSTEM SEARCHES DATABASE FOR SYSTEM SEARCHES DATABASE FOR
SIMILAR CASESSIMILAR CASES• SYSTEM ASKS MORE QUESTIONSSYSTEM ASKS MORE QUESTIONS• FINDS CLOSEST FITFINDS CLOSEST FIT• MODIFIES IF REQUIREDMODIFIES IF REQUIRED
** AI12.23
OTHER AI TECHNIQUESOTHER AI TECHNIQUES
• NEURAL NETWORKS: Software Attempts NEURAL NETWORKS: Software Attempts to Emulate Brain Processesto Emulate Brain Processes
• FUZZY LOGIC: Tolerates Ambiguity Using FUZZY LOGIC: Tolerates Ambiguity Using Nonspecific MEMBERSHIP FUNCTIONSNonspecific MEMBERSHIP FUNCTIONS
• GENETIC ALGORITHMS: Use Models of GENETIC ALGORITHMS: Use Models of Organisms to Promote Evolution of Organisms to Promote Evolution of SolutionSolution
** AI12.24
MANAGEMENT CHALLENGESMANAGEMENT CHALLENGES
• INFORMATION SYSTEMS MUST INFORMATION SYSTEMS MUST ENHANCE PRODUCTIVITY OF ENHANCE PRODUCTIVITY OF KNOWLEDGE WORKERSKNOWLEDGE WORKERS
• CREATE ROBUST EXPERT SYSTEMSCREATE ROBUST EXPERT SYSTEMS• DETERMINE APPROPRIATE DETERMINE APPROPRIATE
APPLICATIONS FOR AIAPPLICATIONS FOR AI
**
12.25