Download Lecture 11 - Chapter 7

Ralph M. Stair | George W. Reynolds
Chapter 7
Knowledge Management and
Specialized Information
Systems
© 2016 Cengage Learning®. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.
Principles and Learning Objectives:
Sharing Knowledge and Experience
• Knowledge management allows
organizations to share knowledge and
experience among managers and
employees
– Discuss the differences among data,
information, and knowledge
– Describe the role of the chief knowledge
officer (CKO)
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or duplicated, or posted to a publicly accessible website, in whole or in part.
2
Principles and Learning Objectives:
Tools and Techniques
• Knowledge management allows
organizations to share knowledge and
experience among managers and
employees
– List some of the tools and techniques used in
knowledge management
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or duplicated, or posted to a publicly accessible website, in whole or in part.
3
Principles and Learning Objectives:
Artificial Intelligence
• Artificial intelligence (AI) systems form a
broad and diverse set of systems that can
replicate human decision making for
certain types of well-defined problems
– Define the term artificial intelligence and state
the objective of developing artificial
intelligence systems
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or duplicated, or posted to a publicly accessible website, in whole or in part.
4
Principles and Learning Objectives:
Natural and Artificial Intelligence Systems
• Artificial intelligence systems form a broad
and diverse set of systems that can
replicate human decision making for
certain types of well-defined problems
– List the characteristics of intelligent behavior
and compare the performance of natural and
artificial intelligence systems for each of these
characteristics
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or duplicated, or posted to a publicly accessible website, in whole or in part.
5
Principles and Learning Objectives:
The Artificial Intelligence Field
• Artificial intelligence systems form a broad
and diverse set of systems that can
replicate human decision making for
certain types of well-defined problems
– Identify the major components of the artificial
intelligence field and provide one example of
each type of system
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or duplicated, or posted to a publicly accessible website, in whole or in part.
6
Principles and Learning Objectives:
Expert Systems
• Expert systems can enable a novice to
perform at the level of an expert but must
be developed and maintained very
carefully
– List the characteristics and basic components
of expert systems
– Outline and briefly explain the steps for
developing an expert system
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or duplicated, or posted to a publicly accessible website, in whole or in part.
7
Principles and Learning Objectives:
Benefits of Expert Systems
• Expert systems can enable a novice to
perform at the level of an expert but must
be developed and maintained very
carefully
– Identify the benefits associated with the use of
expert systems
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or duplicated, or posted to a publicly accessible website, in whole or in part.
8
Principles and Learning Objectives:
Multimedia in Business
• Multimedia and virtual reality systems can
reshape the interface between people and
information technology by offering new
ways to communicate information,
visualize processes, and express ideas
creatively
– Discuss the use of multimedia in a business
setting
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or duplicated, or posted to a publicly accessible website, in whole or in part.
9
Principles and Learning Objectives:
Virtual Reality
• Multimedia and virtual reality systems can
reshape the interface between people and
information technology by offering new
ways to communicate information,
visualize processes, and express ideas
creatively
– Define the term virtual reality and augmented
reality and provide three examples of these
applications
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or duplicated, or posted to a publicly accessible website, in whole or in part.
10
Principles and Learning Objectives:
Specialized Systems
• Specialized systems can help
organizations and individuals achieve their
goals
– Discuss examples of specialized systems for
organizational and individual use
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or duplicated, or posted to a publicly accessible website, in whole or in part.
11
Why Learn About Knowledge Management
and Specialized Information Systems?
• Knowledge management and specialized
information systems are used in almost
every industry
• Learning about these systems will help
you discover new ways to use information
systems in your day-to-day work
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or duplicated, or posted to a publicly accessible website, in whole or in part.
12
Knowledge Management Systems
• Data consists of raw facts
• Information is a collection of facts
– The organized facts have additional value
beyond the value of the facts themselves
• Knowledge is the awareness and
understanding of:
– A set of information
– Ways that information can be made useful to
support a specific task or reach a decision
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or duplicated, or posted to a publicly accessible website, in whole or in part.
13
Differences Between Data, Information,
and Knowledge
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14
Knowledge Management Systems
(cont’d.)
• Knowledge management system (KMS)
– An organized collection of people,
procedures, software, databases, and devices
– Used to create, store, share, and use the
organization’s knowledge and experience
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Overview of Knowledge Management
Systems
• Explicit knowledge
– Objective
– Can be measured and documented in reports,
papers, and rules
• Tacit knowledge
– Hard to measure and document
– Typically not objective or formalized
• Many organizations attempt to convert
tacit knowledge to explicit knowledge
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or duplicated, or posted to a publicly accessible website, in whole or in part.
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Data and Knowledge Management
Workers
• Knowledge workers
– People who create, use, and disseminate
knowledge
– Professionals in science, engineering,
business, and other areas
• Chief knowledge officer (CKO)
– Top-level executive who helps the
organization use a KMS to achieve
organizational goals
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or duplicated, or posted to a publicly accessible website, in whole or in part.
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Data and Knowledge Management
Communities of Practice
• Communities of practice (COP) are groups
of people with common interests
– Members come together to create, store, and
share knowledge on a specific topic
• Companies in the oil and gas industry
have been among the leaders in
establishing COPs
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or duplicated, or posted to a publicly accessible website, in whole or in part.
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Obtaining, Storing, Sharing, and Using
Knowledge
• A knowledge repository includes
documents, reports, files, and databases
• Knowledge workers:
– Often work in teams
– Can use collaborative work software and
group support systems to share knowledge
• A knowledge map points the knowledge
worker to the needed knowledge
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or duplicated, or posted to a publicly accessible website, in whole or in part.
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Knowledge Management System
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Technology to Support Knowledge
Management
• An effective KMS is based on learning
new knowledge and changing procedures
and approaches as a result
• Data mining and business intelligence can
help capture and use knowledge
• Knowledge management tools
– IBM Connections Mail, Microsoft Digital
Dashboard, Web Store Technology, Access
Workflow Designer, etc.
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or duplicated, or posted to a publicly accessible website, in whole or in part.
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Table 7.1 Knowledge Management
Software
Software
Vendor
Select Customers
Bloomfire
Bloomfire
Toyota
Dannon
Communifire
Axero Solutions
Electronic Music Alliance
Together.in
Intelligence Bank
Intelligence Bank
Deloitte SunCorp
Bank
Moxie
Knowledgebase
Moxie Software
Student Loans
Company Infusionsoft
Oxcyon
Oxcyon CentralPoint CMS
Tanner Health
VCA Antech
Smart Support
Safe Harbor Knowledge Solutions
SunTrust Bank
Audi AG
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or duplicated, or posted to a publicly accessible website, in whole or in part.
22
Overview of Artificial Intelligence
• Artificial intelligence (AI)
– Computers with the ability to mimic or
duplicate the functions of the human brain
• Watson is a supercomputer developed by
IBM with AI capabilities
• Applications of AI
– Playing Jeopardy!
– Developing highly personalized cancer
treatment regimens
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or duplicated, or posted to a publicly accessible website, in whole or in part.
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Artificial Intelligence in Perspective
• Artificial intelligence systems include:
– The people, procedures, hardware, software,
data, and knowledge needed to develop
computer systems and machines that
demonstrate characteristics of intelligence
• AI is a complex interdisciplinary field
– Involves biology, computer science,
linguistics, mathematics, neuroscience,
philosophy, and psychology
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or duplicated, or posted to a publicly accessible website, in whole or in part.
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The Nature of Intelligence
• The Turing Test attempts to determine
whether a computer can successfully
impersonate a human
• Intelligent behavior includes the ability to:
– Learn from experiences and apply knowledge
acquired from experience
– Handle complex situations
– Solve problems when important information is
missing
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25
The Nature of Intelligence (cont’d.)
• Intelligent behavior includes the ability to:
– Determine what is important
– React quickly and correctly to a new situation
– Understand visual images
– Process and manipulate symbols
– Be creative and imaginative
– Use heuristics
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The Brain Computer Interface
• Brain Computer Interface (BCI)
– The idea is to directly connect the human
brain to a computer and have human thought
control computer activities
• Realization of the BCI experiment will
allow people to control computers and
artificial arms and legs through thought
alone
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or duplicated, or posted to a publicly accessible website, in whole or in part.
27
The Major Branches of Artificial
Intelligence
• AI is a broad field that encompasses:
– Expert systems
– Robotics
– Vision systems
– Natural language processing
– Learning systems
– Neural networks
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or duplicated, or posted to a publicly accessible website, in whole or in part.
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Conceptual Model of Artificial
Intelligence
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Expert Systems
• Hardware and software that stores
knowledge and makes inferences, similar
to a human expert
• Used in many business applications
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or duplicated, or posted to a publicly accessible website, in whole or in part.
30
Robotics
• Developing mechanical devices that can:
– Paint cars, make precision welds, and
perform other tasks that require a high degree
of precision
• Organizations use robots to perform dull,
dirty, and/or dangerous jobs
• Future implementation of autonomous
vehicles will displace truck drivers,
chauffeurs, and cab drivers
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or duplicated, or posted to a publicly accessible website, in whole or in part.
31
Vision Systems
• Hardware and software that permit
computers to capture, store, and
manipulate visual images and pictures
• Applications
– Increased accuracy and speed in industrial
inspections of parts
– Identifying people based on facial features
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or duplicated, or posted to a publicly accessible website, in whole or in part.
32
Natural Language Processing and Voice
Recognition
• Involves the computer understanding,
analyzing, manipulating, and/or generating
“natural” languages such as English
• Voice recognition
– Converting sound waves into words
– After the conversion, natural languageprocessing systems react to words by
performing a variety of tasks
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or duplicated, or posted to a publicly accessible website, in whole or in part.
33
Learning Systems
• A combination of software and hardware
– Allows the computer to change how it
functions or reacts to situations based on
feedback it receives
• Learning systems software
– Feedback on results of actions or decisions is
required
– Feedback must indicate whether results are
desirable or undesirable
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or duplicated, or posted to a publicly accessible website, in whole or in part.
34
Neural Networks
• Computer systems that can recognize and
act on patterns or trends that it detects in
large sets of data
• Employs massively parallel processors in
a meshlike architectural structure
• AI Trilogy is a neural network software
program that can run on a standard PC
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or duplicated, or posted to a publicly accessible website, in whole or in part.
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Other Artificial Intelligence Applications
• Genetic algorithm
– An approach to solving complex problems in
which a number of related operations or
models change and evolve until the best one
emerges
• Intelligent agent
– Programs and a knowledge base used to
perform a specific task for a person, a
process, or another program
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or duplicated, or posted to a publicly accessible website, in whole or in part.
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An Overview of Expert Systems
• Computerized expert systems use
heuristics, or rules of thumb, to arrive at
conclusions or make suggestions
• Colossus expert system
– Used by insurers to assist claims handlers in
accurate and consistent handling of personal
injury claims
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or duplicated, or posted to a publicly accessible website, in whole or in part.
37
Components of Expert Systems
• An expert system consists of a collection
of integrated and related components
• Components
– Knowledge base
– Inference engine
– Explanation facility
– Knowledge base acquisition facility
– User interface
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or duplicated, or posted to a publicly accessible website, in whole or in part.
38
Components of Expert Systems (cont’d.)
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or duplicated, or posted to a publicly accessible website, in whole or in part.
39
Knowledge Base
• The knowledge base stores all relevant
information, data, rules, cases, and
relationships that the expert system uses
• Rule: a conditional statement that links
• conditions to actions or outcomes
• Rules may be stored as IF-THEN
statements
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or duplicated, or posted to a publicly accessible website, in whole or in part.
40
Relationships Between Data,
Information, and Knowledge
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or duplicated, or posted to a publicly accessible website, in whole or in part.
41
Rules for a Credit Application
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42
Inference Engine
• Overall purpose
– To seek information and relationships from the
knowledge base
– To provide answers, predictions, and
suggestions like a human expert
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or duplicated, or posted to a publicly accessible website, in whole or in part.
43
Explanation Facility
• Allows a user or decision maker to
understand how the expert system arrived
at certain conclusions or results
• Indicates all the facts and rules that were
used in reaching the conclusion
• Example
– A doctor can find out the logic or rationale of a
diagnosis made by a medical expert system
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or duplicated, or posted to a publicly accessible website, in whole or in part.
44
Knowledge Acquisition Facility
• Provides convenient and efficient means
of capturing and storing all components of
the knowledge base
• Knowledge acquisition software:
– Presents users and decision makers with
easy-to-use menus
– Stores information and relationships in the
knowledge base
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or duplicated, or posted to a publicly accessible website, in whole or in part.
45
Knowledge Acquisition Facility (cont’d.)
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46
User Interface
• Makes an expert system easier for users
and decision makers to develop and use
– Example (refer to Figure 7.16)
EXPERT SYSTEM: Are there previous credit problems?
USER: No
EXPERT SYSTEM: Is the applicant’s net income greater than
four times the monthly loan payment?
USER: Yes
…
EXPERT SYSTEM: Accept the loan application
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or duplicated, or posted to a publicly accessible website, in whole or in part.
47
Participants in Developing and Using
Expert Systems
• Domain expert: the person or group with
the expertise or knowledge the expert
system is trying to capture
• Knowledge engineer: a person who has
training or experience in the design,
development, implementation, and
maintenance of an expert system
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or duplicated, or posted to a publicly accessible website, in whole or in part.
48
Participants in Developing and Using
Expert Systems (cont’d.)
• Knowledge user
– Person or group who uses and benefits from
the expert system
– Needs no previous training or experience
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or duplicated, or posted to a publicly accessible website, in whole or in part.
49
Participants in Expert Systems
Development and Use
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50
Expert Systems Development Tools and
Techniques
• LISP and PROLOG: programming
languages developed for AI applications in
the early days of expert systems
• Expert system shell
– A suite of software that allows construction of
a knowledge base and interaction with this
knowledge base through use of an inference
engine
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or duplicated, or posted to a publicly accessible website, in whole or in part.
51
Table 7.2 Popular Expert System Products
Name of Product
Application and Capabilities
Clips
A tool for building expert systems on PCs.
Cogito
Software by Expert System Semantic Intelligence helps an
organization extract knowledge from text in email messages,
articles, Web sites, documents, and other unstructured
information.
An expert system tool that simulates a conversation with a
human expert from Exsys (www.exsys.com).
An expert system shell that provides all necessary components
except the knowledge base.
An expert system that helps printing and packaging
companies manage their businesses.
Software that helps metal fabricators reduce waste and
increase profits.
An expert system tool mainly for developing legal expert
systems.
Free software for building an expert system knowledge base.
Exsys Corvid
ESTA (Expert System Shell
for Text Animation)
Imprint Business Systems
Lantek Expert System
OpenExpert
Prolog Expert System
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52
Multimedia and Virtual Reality
• Use of multimedia and virtual reality has
helped many companies achieve a
competitive advantage and increase
profits
• The approach and technology used in
multimedia is often the foundation of
virtual reality systems
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53
Overview of Multimedia
• Multimedia is:
– Text and graphics
– Audio
– Video and animation
– File conversion and compression
• Designing a multimedia application
requires careful thought and a systematic
approach with the end use of the
document considered
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or duplicated, or posted to a publicly accessible website, in whole or in part.
54
Overview of Virtual Reality
• A virtual reality system enables one or
more users to move and react in a
computer-simulated environment
• Immersive virtual reality
– The user becomes fully immersed in an
artificial, 3D world that is completely
generated by a computer
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or duplicated, or posted to a publicly accessible website, in whole or in part.
55
Interface Devices
• Head-mounted display (HMD)
– To see in a virtual world, a user wears a HMD
with screens directed at each eye and a
position tracker
• The CAVE2 at the University of Illinois,
Chicago, is a large-scale virtual reality
environment
• A haptic interface relays sense of touch
and other sensations in a virtual world
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56
Forms of Virtual Reality
• Immersive virtual reality
• Applications that are not fully immersive:
– Mouse-controlled navigation through a 3D
environment on a graphics monitor
– Stereo projection systems
– Stereo viewing from the monitor via stereo
glasses
• Augmented reality superimposes digital
data over real photos or images
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or duplicated, or posted to a publicly accessible website, in whole or in part.
57
Virtual Reality Applications
• Medicine
– Training children with autism
– Training medical students with simulated
surgery
• Education and training
– Virtual reality and game-based learning and
training systems
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58
Virtual Reality Applications (cont’d.)
• Business and commerce
– Virtual building tours
– Training employees
• Entertainment
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Other Specialized Systems
• Assistive technology systems
– Wide range of assistive, adaptive, and
rehabilitative devices to help people with
disabilities perform tasks
• Game theory
– A mathematical theory for developing
strategies that maximize gains and minimize
losses while adhering to a given set of rules
and constraints
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60
Other Specialized Systems (cont’d.)
• Informatics
– The combination of information technology
with traditional disciplines, e.g., medicine or
science, while considering the impact on
individuals, organizations, and society
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61
Informatics
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62
Informatics (cont’d.)
• Biomedical informatics (or bioinformatics)
– Develops, studies, and applies theories,
methods, and processes for the generation,
storage, retrieval, use, and sharing of
biomedical data, information, and knowledge
• Health informatics
– The science of how to use data, information,
and technology to improve human health and
the delivery of healthcare services
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63
Summary – Principle 1
• Knowledge is an awareness and
understanding of a set of information
• Knowledge workers are people who
create, use, and disseminate knowledge
• Obtaining, storing, sharing, and using
knowledge is the key to any KMS
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64
Summary – Principle 2
• Artificial intelligence is a broad field that
includes several key components, e.g.,
expert systems, robotics, vision systems,
natural language processing, learning
systems, and neural networks
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65
Summary – Principle 3
• An expert system consists of a collection
of integrated and related components
• The inference engine processes the rules,
data, and relationships stored in the
knowledge base
• An expert system shell or existing package
is a quick way to acquire an expert system
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or duplicated, or posted to a publicly accessible website, in whole or in part.
66
Summary – Principle 4
• Multimedia can be used to help an
organization efficiently and effectively
achieve its goals
• A virtual reality system enables one or
more users to move and react in a
computer-simulated environment
• Virtual reality can also refer to applications
that are not fully immersive
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67
Summary – Principle 5
• Specialized systems include:
– Assistive technology systems
– Game theory
– Informatics
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68