11.11.11

CHAPTER 11: MANAGING CHAPTER 11: MANAGING KNOWLEDGEKNOWLEDGE

11.11.22

LEARNING OBJECTIVESLEARNING OBJECTIVES

• EXPLAIN ORGANIZATIONAL EXPLAIN ORGANIZATIONAL KNOWLEDGE MANAGEMENTKNOWLEDGE MANAGEMENT

• DESCRIBE USEFUL APPLICATIONS FOR DESCRIBE USEFUL APPLICATIONS FOR DISTRIBUTING, CREATING, SHARING DISTRIBUTING, CREATING, SHARING KNOWLEDGEKNOWLEDGE

• EVALUATE ROLE OF ARTIFICIAL EVALUATE ROLE OF ARTIFICIAL INTELLIGENCE IN INTELLIGENCE IN KNOWLEDGE KNOWLEDGE MANAGEMENTMANAGEMENT

**

11.11.33

LEARNING OBJECTIVESLEARNING OBJECTIVES

• DEMONSTRATE HOW ORGANIZATIONS DEMONSTRATE HOW ORGANIZATIONS USE EXPERT SYSTEMS, CASE-BASED USE EXPERT SYSTEMS, CASE-BASED REASONING TO CAPTURE KNOWLEDGEREASONING TO CAPTURE KNOWLEDGE

• DEMONSTRATE HOW NEURAL DEMONSTRATE HOW NEURAL NETWORKS & OTHER TECHNIQUES NETWORKS & OTHER TECHNIQUES IMPROVE KNOWLEDGE BASEIMPROVE KNOWLEDGE BASE

**

11.11.44

MANAGEMENT CHALLENGESMANAGEMENT CHALLENGES

• KNOWLEDGE MANAGEMENT IN THE KNOWLEDGE MANAGEMENT IN THE ORGANIZATIONORGANIZATION

• INFORMATION & KNOWLEDGE INFORMATION & KNOWLEDGE WORK SYSTEMSWORK SYSTEMS

• ARTIFICIAL INTELLIGENCEARTIFICIAL INTELLIGENCE

• OTHER INTELLIGENT TECHNIQUESOTHER INTELLIGENT TECHNIQUES

**

11.11.55

KNOWLEDGE MANAGEMENT IN KNOWLEDGE MANAGEMENT IN THE ORGANIZATIONTHE 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

**

11.11.66

KNOWLEDGE MANAGEMENT IN KNOWLEDGE MANAGEMENT IN THE ORGANIZATIONTHE ORGANIZATION

KNOWLEDGE MANAGEMENT:KNOWLEDGE MANAGEMENT:

Office Automation Systems Office Automation Systems (OAS)(OAS)

Knowledge Work Systems Knowledge Work Systems (KWS)(KWS)

Group Collaboration Systems Group Collaboration Systems (GCS)(GCS)

Artificial Intelligence Applications Artificial Intelligence Applications (AI)(AI)

**

11.11.77

INFORMATION AND KNOWLEDGE INFORMATION AND KNOWLEDGE WORK SYSTEMSWORK SYSTEMS

INFORMATION WORK:INFORMATION WORK: Work consists primarily of Work consists primarily of creating, processing informationcreating, processing information

DATA WORKERS:DATA WORKERS: People who process & People who process & disseminate organization’s paperworkdisseminate organization’s paperwork

KNOWLEDGE WORKERS:KNOWLEDGE WORKERS: PeoplePeople who design products or who design products or

services or create new knowledge for services or create new knowledge for organizationorganization

**

11.11.88

KNOWLEDGE MANAGEMENT & KNOWLEDGE MANAGEMENT & INFORMATION TECHNOLOGYINFORMATION TECHNOLOGY

SHARE SHARE KNOWLEDGEKNOWLEDGE

DISTRIBUTE DISTRIBUTE KNOWLEDGEKNOWLEDGE

CREATE CREATE KNOWLEDGEKNOWLEDGE

CAPTURE, CAPTURE, CODIFY CODIFY KNOWLEDGEKNOWLEDGE

GROUP GROUP COLLABORATION COLLABORATION

SYSTEMSSYSTEMS

OFFICE OFFICE AUTOMATION AUTOMATION

SYSTEMSSYSTEMS

ARTIFICIAL ARTIFICIAL INTELLIGENCE INTELLIGENCE

SYSTEMSSYSTEMS

KNOWLEDGE KNOWLEDGE WORK WORK SYSTEMSSYSTEMS

NETWORKSNETWORKS

DATABASESDATABASES

PROCESSORSPROCESSORS

SOFTWARESOFTWARE

11.11.99

OFFICE AUTOMATION SYSTEMSOFFICE AUTOMATION SYSTEMS

MANAGING DOCUMENTS:MANAGING DOCUMENTS:

• WORD PROCESSINGWORD PROCESSING• DESKTOP PUBLISHINGDESKTOP PUBLISHING• DOCUMENT IMAGING DOCUMENT IMAGING • WEB PUBLISHINGWEB PUBLISHING• WORK-FLOW MANAGERSWORK-FLOW MANAGERS

**

11.11.1010

OFFICE AUTOMATION SYSTEMSOFFICE AUTOMATION SYSTEMSSCHEDULING: SCHEDULING:

• ELECTRONIC CALENDARSELECTRONIC CALENDARS• GROUPWAREGROUPWARE• INTRANETSINTRANETS

**

11.11.1111

OFFICE AUTOMATION SYSTEMSOFFICE AUTOMATION SYSTEMSCOMMUNICATING: COMMUNICATING:

• E-MAIL E-MAIL • VOICE MAILVOICE MAIL• DIGITAL ANSWERING DIGITAL ANSWERING

SYSTEMSSYSTEMS• GROUPWAREGROUPWARE• INTRANETSINTRANETS

**

11.11.1212

OFFICE AUTOMATION SYSTEMSOFFICE AUTOMATION SYSTEMSMANAGING DATA:MANAGING DATA:

• DESKTOP DATABASESDESKTOP DATABASES• SPREADSHEETSSPREADSHEETS• USER-FRIENDLY USER-FRIENDLY

INTERFACES TO INTERFACES TO MAINFRAME DATABASESMAINFRAME DATABASES

**

11.11.1313

• DOCUMENT IMAGING SYSTEMS:DOCUMENT IMAGING SYSTEMS: Systems convert documents, Systems convert documents, images into digital form (e.g.: optical images into digital form (e.g.: optical character recognition; microfiche)character recognition; microfiche)

• JUKEBOX:JUKEBOX: Storage & retrieving Storage & retrieving device for CD-ROMs & other optical device for CD-ROMs & other optical disksdisks

• INDEX SERVER:INDEX SERVER: Imaging system to Imaging system to store / retrieve documentstore / retrieve document

**

OFFICE AUTOMATION SYSTEMSOFFICE AUTOMATION SYSTEMSMANAGING DATA:MANAGING DATA:

11.11.1414

CREATE KNOWLEDGECREATE KNOWLEDGEKNOWLEDGE WORK SYSTEMS:KNOWLEDGE WORK SYSTEMS:

INFORMATION SYSTEMS THAT INFORMATION SYSTEMS THAT AID KNOWLEDGE AID KNOWLEDGE WORKERS WORKERS TO CREATE, TO CREATE, INTEGRATEINTEGRATE NEW NEW KNOWLEDGE KNOWLEDGE IN IN ORGANIZATIONORGANIZATION

* *

11.11.1515

CREATE KNOWLEDGECREATE KNOWLEDGEKNOWLEDGE WORKERS:KNOWLEDGE WORKERS:

• KEEP ORGANIZATION UP-TO-DATE IN KEEP ORGANIZATION UP-TO-DATE IN KNOWLEDGE:KNOWLEDGE: Technology; science; Technology; science; thought; the artsthought; the arts

• INTERNAL CONSULTANTS ININTERNAL CONSULTANTS IN THEIR AREAS THEIR AREAS

• CHANGE AGENTS:CHANGE AGENTS: Evaluating; Evaluating; initiating; initiating; promoting changepromoting change projects projects

**

11.11.1616

• CAD/CAM (Computer Aided Design/Computer CAD/CAM (Computer Aided Design/Computer Aided Aided Manufacturing):Manufacturing): Provides Provides

precise control over industrial precise control over industrial design, design, manufacturingmanufacturing

• VIRTUAL REALITY:VIRTUAL REALITY: Interactive Interactive softwaresoftware creates photorealistic simulations of real creates photorealistic simulations of real world objects world objects (Virtual Reality Modeling (Virtual Reality Modeling

Language: Language: VRMLVRML))

**

CREATE KNOWLEDGECREATE KNOWLEDGEKNOWLEDGE SYSTEMS:KNOWLEDGE SYSTEMS:

11.11.1717

• INVESTMENT WORKSTATIONS:INVESTMENT WORKSTATIONS: High-end PCs used in finance High-end PCs used in finance

to analyze trading situations, to analyze trading situations, facilitate portfolio managementfacilitate portfolio management

**

CREATE KNOWLEDGECREATE KNOWLEDGEKNOWLEDGE SYSTEMS:KNOWLEDGE SYSTEMS:

11.11.1818

SHARE KNOWLEDGESHARE KNOWLEDGEGROUP COLLABORATION SYSTEMS:GROUP COLLABORATION SYSTEMS:

• GROUPWARE:GROUPWARE: Allows interactive Allows interactive collaboration, approval of documentscollaboration, approval of documents

• INTRANETS:INTRANETS: Good for relatively stable Good for relatively stable information in central repositoryinformation in central repository

• TEAMWARE:TEAMWARE: Group collaborative software Group collaborative software to customize team effortsto customize team efforts

**

11.11.1919

CAPABILITIES OF GROUPWARECAPABILITIES OF GROUPWARE

• PUBLISHING, REPLICATIONPUBLISHING, REPLICATION

• DISCUSSION TRACKINGDISCUSSION TRACKING

• DOCUMENT MANAGEMENTDOCUMENT MANAGEMENT

• WORK-FLOW MANAGEMENTWORK-FLOW MANAGEMENT

• SECURITYSECURITY

• PORTABILITYPORTABILITY

• APPLICATION APPLICATION DEVELOPMENTDEVELOPMENT

**

11.11.2020

CAPTURE & CODIFY CAPTURE & CODIFY KNOWLEDGEKNOWLEDGEARTIFICIAL INTELLIGENCE (AI)ARTIFICIAL INTELLIGENCE (AI)SYSTEMS:SYSTEMS:

AI:AI: COMPUTER-BASED SYSTEMS COMPUTER-BASED SYSTEMS WITH ABILITIES TO LEARN WITH ABILITIES TO LEARN LANGUAGE, ACCOMPLISH TASKS, LANGUAGE, ACCOMPLISH TASKS, USE PERCEPTUAL APPARATUS, USE PERCEPTUAL APPARATUS, EMULATE HUMAN EXPERTISE & EMULATE HUMAN EXPERTISE & DECISION MAKINGDECISION MAKING

**

AI

11.11.2121

AI FAMILYAI FAMILY

NATURALNATURALLANGUAGELANGUAGE

ROBOTICSROBOTICS PERCEPTIVEPERCEPTIVESYSTEMSSYSTEMS

EXPERTEXPERTSYSTEMSSYSTEMS

INTELLIGENTINTELLIGENTMACHINESMACHINES

ARTIFICIALARTIFICIALINTELLIGENCEINTELLIGENCE

AI

11.11.2222

AI BUSINESS BUSINESS INTERESTS IN INTERESTS IN AIAI

• 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

**

11.11.2323

EXPERT SYSTEMSEXPERT SYSTEMS

KNOWLEDGE - INTENSIVEKNOWLEDGE - INTENSIVE

CAPTURES HUMAN EXPERTISECAPTURES HUMAN EXPERTISE

IN LIMITED DOMAINSIN LIMITED DOMAINS

OF KNOWLEDGEOF KNOWLEDGE

**

AI

11.11.2424

EXPERT SYSTEMSEXPERT SYSTEMS

• KNOWLEDGE BASE:KNOWLEDGE BASE: Model of Human Model of Human KnowledgeKnowledge

• RULE - BASED EXPERT SYSTEM :RULE - BASED EXPERT SYSTEM : AI 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

• KNOWLEDGE FRAMES:KNOWLEDGE FRAMES: Knowledge organizes Knowledge organizes in chunks based on shared relationshipsin chunks based on shared relationships

**

AI

11.11.2525

EXPERT SYSTEMSEXPERT SYSTEMS

• AI SHELL:AI SHELL: Programming environment of expert Programming environment of expert systemsystem

• INFERENCE ENGINE:INFERENCE ENGINE: Search through rule baseSearch 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

**

AI

11.11.2626

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 such Many managers unwilling to trust such systemssystems

**

AI

11.11.2727

CASE - BASED CASE - BASED REASON REASON (CBR)(CBR)

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

**

AI

11.11.2828

OTHER APPROACHESOTHER APPROACHES

NEURAL NETSNEURAL NETS

FUZZY LOGICFUZZY LOGIC

GENETIC ALGORITHMSGENETIC ALGORITHMS

INTELLIGENT AGENTSINTELLIGENT AGENTS

**

AI

11.11.2929

OTHER AI OTHER AI TECHNIQUESTECHNIQUES

• NEURAL NETWORKS:NEURAL NETWORKS: Software attempts Software attempts to emulate brain processesto emulate brain processes

• FUZZY LOGIC:FUZZY LOGIC: Tolerates ambiguity using Tolerates ambiguity using nonspecific MEMBERSHIP FUNCTIONSnonspecific MEMBERSHIP FUNCTIONS

• GENETIC ALGORITHMS:GENETIC ALGORITHMS: Use models of Use models of organisms to promote evolution of organisms to promote evolution of solutionsolution

• HYBRID AI SYSTEMS:HYBRID AI SYSTEMS: CombinationsCombinations

**

AI

11.11.3030

INTELLIGENT INTELLIGENT AGENTAGENT

PROGRAM WITH BUILT-IN, LEARNED PROGRAM WITH BUILT-IN, LEARNED KNOWLEDGE BASE TO DO SPECIFIC, KNOWLEDGE BASE TO DO SPECIFIC, REPETITIVE, PREDICTABLE TASKS REPETITIVE, PREDICTABLE TASKS FOR:FOR:

• INDIVIDUALINDIVIDUAL

• BUSINESS PROCESSBUSINESS PROCESS

• SOFTWARE APPLICATIONSOFTWARE APPLICATION

**

AI

11.11.3131

Connect to the INTERNETConnect to the INTERNET

Laudon/Laudon Web site: http://www.prenhall.com/laudon

Additional Internet Resources related to this chapter:http://www.cs.cmu.edu/afs/cs/project/ai-repository/ai/html/faqs/http://www.3-cities.com/~bonewman/papers.htmhttp://www.brint.comhttp://www.cne.gmu.edu

© 2001 Laudon & Laudon, Essentials of Management Information Systems 4/e

11.11.3232

CHAPTER 11: MANAGING CHAPTER 11: MANAGING KNOWLEDGEKNOWLEDGE