lecture 2 - knowledge management systems life cycle
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Lecture 2 - KNOWLEDGE MANAGEMENT SYSTEMS LIFE CYCLETRANSCRIPT
Chapter 2: Knowledge Management Systems Life Cycle
KNOWLEDGE MANAGEMENT
SYSTEMS LIFE CYCLEADP1 Develop Knowledge Management Solutions
Lecture Two
Chapter 2: Knowledge Management Systems Life Cycle
Motivation
For any task, from as simple as planning a trip, working on a maths problem,
The process involves a number of steps until you come up with a solution.
In developing a large software system used in industry, the process also follows a number of defined steps which are accepted as best practices by practitioners. 2-2
Chapter 2: Knowledge Management Systems Life Cycle
Motivation Cont
How many of you have taken a programming unit either here or
elsewhere before?
What would be the steps you would take in completing a programming assignment?
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Chapter 2: Knowledge Management Systems Life Cycle
Motivation Cont
read the problem statement mentally think about how to solve it select a programming language (if
decided, select what kind of data structures)
translate into program code compile, run and test modify if program doesn't function
as expected Satisfied!!
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Chapter 2: Knowledge Management Systems Life Cycle
This week’s Topics
Challenges in building KM Systems
Compare CSLC and KMSLC
User’s vs. Expert’s Characteristics
Stages of KMSLC
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Chapter 2: Knowledge Management Systems Life Cycle
CHALLENGES IN BUILDING KM SYSTEMS
Culture — getting people to share
knowledge Knowledge evaluation
— assessing the worth of knowledge across the organization
Knowledge processing
— documenting how decisions are reached
Knowledge implementation
— organizing knowledge and integrating it with the processing strategy for final deployment
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Chapter 2: Knowledge Management Systems Life Cycle
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Conventional System Life Cycle
Recognition of Need and Feasibility Study
Logical Design (master design plan)
Physical Design (coding)
Testing
Implementation (file conversion, user training)
Operations and Maintenance
Functional Requirements Specifications
Iterative
KM System Life Cycle
Evaluate Existing Infrastructure
Knowledge Capture
Design KMS Blueprint
Verify and validate the KM System
Implement the KM System
Manage Change and Rewards Structure
Form the KM Team
Post-system evaluation
versus
Iterative
Chapter 2: Knowledge Management Systems Life Cycle
Key Differences
Systems analysts deal with information from the user; knowledge developers deal with knowledge from domain experts
Users know the problem but not the solution; domain experts know both the problem and the solution
Conventional SLC is primarily sequential; KM SLC is incremental and interactive.
System testing normally at end of conventional system life cycle; KM system testing evolves from beginning of the cycle
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Chapter 2: Knowledge Management Systems Life Cycle
Key Differences (cont’d)
Conventional system life cycle is process-driven or “specify then build”
KM system life cycle is result-oriented or “start slow and grow”
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Chapter 2: Knowledge Management Systems Life Cycle
Key Similarities Both begin with a problem and
end with a solution Both begin with information
gathering or knowledge capture
Testing is essentially the same to make sure “the system is right” and “it is the right system”
Both developers must choose the appropriate tool(s) for designing their respective systems
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Chapter 2: Knowledge Management Systems Life Cycle
Stages of KMSLC
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Evaluate Existing Infrastructure
Knowledge Capture
Design KM Blueprint
Verify and validate the KM System
Implement the KM System
Manage Change and Rewards Structure
Form the KM Team
Post-system evaluation
Iterative Rapid Prototyping
Chapter 2: Knowledge Management Systems Life Cycle
(1) Evaluate Existing Infrastructure
System justifications: What knowledge will be lost
through retirement, transfer, or departure to other firms?
Is the proposed KM system needed in several locations?
Are experts available and willing to help in building a KM system?
Does the problem in question require years of experience and tacit reasoning to solve?
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Chapter 2: Knowledge Management Systems Life Cycle
The Scope Factor
Consider breadth and depth of the project within financial, human resource, and operational constraints
Project must be completed quickly enough for users to foresee its benefits
Check to see how current technology will match technical requirements of the proposed KM system
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Chapter 2: Knowledge Management Systems Life Cycle
Role of Strategic Planning
Risky to plunge into a KMS without strategy
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Knowledge developer should consider:
Vision
Resources
Culture
Chapter 2: Knowledge Management Systems Life Cycle
(2) Form the KM Team
Identify the key stakeholders of the prospective KM system.
Team success depends on:› Ability of team members › Team size› Complexity of the project› Leadership and team
motivation› Not promising more than
can be realistically delivered
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Chapter 2: Knowledge Management Systems Life Cycle
(3) Knowledge Capture
Explicit knowledge captured in repositories from various media
Tacit knowledge captured from company experts using various tools and methodologies
Knowledge developers capture knowledge from experts in order to build the knowledge base
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Chapter 2: Knowledge Management Systems Life Cycle
Selecting an Expert
› How does one know the expert is in fact an expert?
› How would one know that the expert will stay with the project?
› What backup should be available in case the project loses the expert?
› How could we know what is and what is not within the expert’s area of expertise?
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Chapter 2: Knowledge Management Systems Life Cycle
(4) Design the KM Blueprint
The KM blueprint addresses several issues:
Finalize scope of proposed KM system with realized net benefits
Decide on required system components
Develop the key layers of the KM software architecture to meet company requirements
System interoperability and scalability with existing company IT infrastructure2-18
Chapter 2: Knowledge Management Systems Life Cycle
(5)Testing the KM System
Verification procedure: ensures that the system has the right functions
Validation procedure: ensures that the system has the right output
Validation of KM systems is not foolproof
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Chapter 2: Knowledge Management Systems Life Cycle
(6) Implement the KM System
Converting a new KM system into actual operation
includes conversion of data or files also includes user training Quality assurance is important, which
includes checking for:› Reasoning errors› Ambiguity› Incompleteness› False representation (false positive and
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Chapter 2: Knowledge Management Systems Life Cycle
(7) Manage Change and Rewards Structure
Goal is to minimize resistance to change› Experts
› Regular employees (users)
› Troublemakers
Resistances via projection, avoidance, or aggression
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Chapter 2: Knowledge Management Systems Life Cycle
(8) Post-system Evaluation
Assess system impact in terms of effects on:› People
› Procedures
› Performance of the business
Areas of concern:› Quality of decision making
› Attitude of end users
› Costs of Knowledge processing and update
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Chapter 2: Knowledge Management Systems Life Cycle
Key Questions
Has accuracy and timeliness of decision making improved?
Has KMS caused organizational changes?
What are users’ reactions towards KMS?
Has KMS changed the cost of operating the business?
Have relationships among users affected?
Does KMS justify the cost of investment?
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Chapter 2: Knowledge Management Systems Life Cycle
End of Lecture 2
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Chapter 2: Knowledge Management Systems Life Cycle
Basic Knowledge-Related Definitions
Common Sense
Inborn ability to sense, judge, or perceive situations; grows stronger over time
Fact A statement that relates a certain element of truth about a subject matter or a domain
Heuristic A rule of thumb based on years of experience
Knowledge Understanding gained through experience; familiarity with the way to perform a task; an accumulation of facts, procedural rules, or heuristics
Intelligence The capacity to acquire and apply knowledge
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Chapter 2: Knowledge Management Systems Life Cycle
Types (Categorization) of Knowledge
Shallow (readily recalled) and deep (acquired through years of experience)
Explicit (already codified) and tacit (embedded in the mind)
Procedural (repetitive, stepwise) versus Episodical (grouped by episodes)
Knowledge exist in chunks 2-26
Chapter 2: Knowledge Management Systems Life Cycle
What makes someone an expert?
An expert in a specialized area masters the requisite knowledge
The unique performance of a knowledgeable expert is clearly noticeable in decision-making quality
Knowledgeable experts are more selective in the information they acquire
Experts are beneficiaries of the knowledge that comes from experience
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Chapter 2: Knowledge Management Systems Life Cycle
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1. Purpose 2. Statement of Scope & Objectives
2.1 System functions2.2 Users and characteristics2.3 Operating environment2.4 User environment2.5 Design/implementation constraints2.6 Assumptions and dependencies
3. Functional Requirements3.1 User interfaces3.2 Hardware interfaces3.3 Software interfaces3.4 Communication protocols and interfaces
4. Nonfunctional Requirements4.1 Performance requirements4.2 Safety requirements4.3 Security requirements4.4 Software quality attributes4.5 Project documentation4.6 User documentation
Chapter 2: Knowledge Management Systems Life Cycle
Users Versus ExpertsAttribute User ExpertDependence on system High Low to nil
Cooperation Usually cooperative Cooperation not required
Tolerance for ambiguity Low High
Knowledge of problem High Average/low
Contribution to system Information Knowledge/expertise
System user Yes No
Availability for system builder Readily available Not readily available
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Chapter 2: Knowledge Management Systems Life Cycle
Rapid Prototyping Process?
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Build a Task
Structurea Task
Structure the Problem
Make Modifications
Reformulate the Problem
RepeatedCycle(s)
Repeated Cycle(s)
Chapter 2: Knowledge Management Systems Life Cycle
Layers of KM Architecture
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User Interface(Web browser software installed on each user’s PC)
Authorized access control(e.g., security, passwords, firewalls, authentication)
Collaborative intelligence and filtering(intelligent agents, network mining, customization, personalization)
Knowledge-enabling applications(customized applications, skills directories, videoconferencing, decision support systems,
group decision support systems tools)
Transport(e-mail, Internet/Web site, TCP/IP protocol to manage traffic flow)
Middleware(specialized software for network management, security, etc.)
The Physical Layer(repositories, cables)
. . . . .
Databases Data warehousing(data cleansing,
data mining)
Groupware(document exchange,
collaboration)
Legacy applications(e.g., payroll)
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Chapter 2: Knowledge Management Systems Life Cycle
Knowledge Capture and Transfer Through Teams
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Team performsa specialized task
Knowledge transfer method selected
Evaluate relationship between action and outcome
Outcome Achieved
Knowledge Developer
Knowledge stored in a form usable by others in the organization
Feedback
Chapter 2: Knowledge Management Systems Life Cycle
An illustration
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Zero Low Medium High Very High
Value
InformationData
H T H T TH H H T H
…T T T H T
pH = 0.40pT = 0.60RH = +$10RT = -$8
nH = 40nT = 60
EV = -$0.80
Knowledge
CountingpH = nH/(nH+nT)pT = nT/(nH+nT)
EV=pH RH+ pT RT
Chapter 2: Knowledge Management Systems Life Cycle
CHALLENGES IN BUILDING KM SYSTEMS
Culture — getting people to share
knowledge Knowledge evaluation
— assessing the worth of knowledge across the organization
Knowledge processing
— documenting how decisions are reached
Knowledge implementation
— organizing knowledge and integrating it with the processing strategy for final deployment
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Chapter 2: Knowledge Management Systems Life Cycle
Vision
Foresee what the business is trying to achieve, how it will be done, and how the new system will achieve goals
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Chapter 2: Knowledge Management Systems Life Cycle
Resources
Check on the affordability of the business to invest in a new KM system
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Chapter 2: Knowledge Management Systems Life Cycle
Culture
Is the company’s political and social environment open and responsive to adopting a new KM system?
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