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SESSION 10
MANAGING KNOWLEDGE
FOR
THE DIGITAL FIRM
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
Organizational learning
Creation of new standard operating
procedures and business processes
Knowledge management
Set of processes
Creates, gathers, stores, maintains, and
disseminates knowledge
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
Systems and Infrastructure for Knowledge Management
Knowledge Base
Structured internal knowledge (explicit
knowledge)
External knowledge of competitors,
products and markets
Tacit knowledge
Informal internal knowledge which
resides in the minds of employees and
has not been formally documented in a
structured form
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
Systems and Infrastructure for Knowledge Management
Organizational Memory
Stored learning from organization’s
history
Used for decision making and other
purposes
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
IT Infrastructure for Knowledge Management
Figure 11-1
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Information Work
• Consists of creating or processing
information
• Carried out by workers who are divided
into
• knowledge workers who primarily
create knowledge and information
• data workers who primarily process and
disseminate information
Distributing Knowledge: Office and Document Management Systems
Office systems: any application of IT that
intends to increase productivity of information
workers in the office.
• Manage documents
• Support scheduling for individuals and groups
• Support communicating
• Manage data
• Example: Word processing, voice mail, and
imaging
Distributing Knowledge: Office and Document Management Systems
Document imaging systems
A way to reduce problems stemming from
paper work flow
Convert documents and images into
digital form
Can be stored and accessed by the
computer
Distributing Knowledge: Office and Document Management Systems
Components of an Imaging System
Figure 11-3
Creating Knowledge: Knowledge Work Systems
Knowledge Work Systems (KWS)
Information systems that aid knowledge
workers in creation and integration of new
knowledge
Knowledge work is segmented into highly
specialized fields and each field has a
different collection of KWS.
Creating Knowledge: Knowledge Work Systems
Requirements of Knowledge Work Systems
Figure 11-6
Creating Knowledge: Knowledge Work Systems
Examples of Knowledge Work Systems
Computer-aided design (CAD)
Virtual reality systems
Investment workstations
Sharing Knowledge: Group Collaboration Systems and
Enterprise Knowledge Environments
Groupware: a tool that provides functions
and services that support the
collaborative activities of work groups
Intranets and Enterprise Knowledge
Environments
Enterprise information portals
Sharing Knowledge: Group Collaboration Systems and
Enterprise Knowledge Environments
An Enterprise Information Portal
Figure 11-7
Sharing Knowledge: Group Collaboration Systems and
Enterprise Knowledge Environments
Intranet for applications requiring
publication of documents by a small
number of authors and with relatively
static information
Groupware for applications requiring
extensive coordination and management
ARTIFICIAL INTELLIGENCE
What is Artificial Intelligence?
Effort to develop computer-based systems
that behave as humans
ARTIFICIAL INTELLIGENCE
The Artificial Intelligence Family
Figure 11-8
ARTIFICIAL INTELLIGENCE
Why Business is Interested in Artificial Intelligence
Stores information in active form
Creates mechanism not subjected to
human feelings
Eliminates routine and unsatisfying jobs
Enhances organization’s knowledge base
by generating solution to specific
problems that are too massive and
complex to be analyzed by human beings
ARTIFICIAL INTELLIGENCE
Expert Systems: Knowledge intensive computer
program that captures the expertise of human in
limited domains of knowledge
How Expert Systems Work
Knowledge Base
Rule Base
Knowledge Frames
ARTIFICIAL INTELLIGENCE
Rules in an AI Program
Figure 11-9
ARTIFICIAL INTELLIGENCE
Frames to Model Knowledge
Figure 11-10
ARTIFICIAL INTELLIGENCE
Drawbacks of Expert Systems
Only certain classes of problems can be solved
Knowledge base of expert systems cannot learn
or change over time. Keeping knowledge base up
to date is a problem.
Can represent only limited forms of knowledge:
IF-THEN knowledge
They are most effective in automating lower level
clerical functions
ARTIFICIAL INTELLIGENCE
Organizational Intelligence: Case Based Reasoning
Case-based Reasoning (CBR)
Artificial intelligence technology
Represents knowledge as database of
cases and solutions
ARTIFICIAL INTELLIGENCE
How Case-Based Reasoning Works
Figure 11-12
OTHER INTELLIGENT TECHNIQUES
Neural Networks
Hardware or software emulating processing
patterns of biological brain
How Neural Networks work
The network is fed a training set of data for which
the inputs produce a known set of outputs and
conclusions. Computer learns the correct
solution by example
Address the problems in pattern classification,
prediction and financial analysis, and control and
analysis
OTHER INTELLIGENT TECHNIQUES
A Neural Network
Figure 11-15
OTHER INTELLIGENT TECHNIQUES
Genetic Algorithms
Problem-solving methods
Promote evolution of solutions to
specified problems
Use a model of living organisms adapting
to their environment
OTHER INTELLIGENT TECHNIQUES
Hybrid AI Systems
Integration of multiple AI technologies into
a single application
Takes advantage of best features of
technologies
OTHER INTELLIGENT TECHNIQUES
Intelligent Agents
Software programs
Use built-in or learned knowledge base to
carry out specific, repetitive, and
predictable tasks or make decisions on
the user’s behalf.