chapter10: management knowledge for the digital firm

10.1 © 2003 by Prentice Hall

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Chapter


• Why do businesses today need knowledge Why do businesses today need knowledge management programs and systems for management programs and systems for knowledge management?knowledge management?

• Which information system applications are Which information system applications are most useful for distributing, creating, and most useful for distributing, creating, and sharing knowledge in the firm?sharing knowledge in the firm?

• What are the business benefits of using What are the business benefits of using artificial intelligence technology for artificial intelligence technology for knowledge management?knowledge management?

Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm

OBJECTIVES


• How can businesses use expert systems How can businesses use expert systems and case-based reasoning to capture and case-based reasoning to capture knowledge?knowledge?

• How can organizations benefit from using How can organizations benefit from using use neural networks and other intelligent use neural networks and other intelligent techniques?techniques?

OBJECTIVES



• Designing knowledge systems that genuinely Designing knowledge systems that genuinely enhance organizational performanceenhance organizational performance

• Creating robust expert systemsCreating robust expert systems

MANAGEMENT CHALLENGES



Organizational learningOrganizational learning

• Creation of new standard operating Creation of new standard operating procedures and business processes procedures and business processes

Knowledge managementKnowledge management

• Set of processes Set of processes

• Creates, gathers, stores, maintains, and Creates, gathers, stores, maintains, and disseminates knowledgedisseminates knowledge

KNOWLEDGE MANAGEMENT IN THE ORGANIZATION


Organizational Learning and Knowledge Management


Chief Knowledge Officer (CKO)Chief Knowledge Officer (CKO)

• Senior executive in charge of Senior executive in charge of organization’s knowledge management organization’s knowledge management programprogram



Organizational Learning and Knowledge Management


Tacit KnowledgeTacit Knowledge

• Expertise and experience not formally Expertise and experience not formally documenteddocumented

Best PracticesBest Practices

• Successful solutions or problem-solving Successful solutions or problem-solving methods developed by specific methods developed by specific organization or industryorganization or industry


Systems and Infrastructure for Knowledge Management



Organizational MemoryOrganizational Memory

• Stored learning from organization’s Stored learning from organization’s history history

• Used for decision making and other Used for decision making and other purposespurposes



Systems and Infrastructure for Knowledge Management


IT Infrastructure for Knowledge Management



Figure 10-1


• Consists of creating or processing Consists of creating or processing informationinformation

• Divided into knowledge workers and data Divided into knowledge workers and data workersworkers

INFORMATION AND KNOWLEDGE WORK SYSTEMS


Information Work


Office systemsOffice systems

• Manage and coordinate work of data and Manage and coordinate work of data and knowledge workersknowledge workers

• Connect work of local information workers Connect work of local information workers with all levels and functions of organizationwith all levels and functions of organization

• Connect organization to external worldConnect organization to external world

• Example: Word processing, voice mail, and Example: Word processing, voice mail, and imagingimaging


Distributing Knowledge: Office and Document Management Systems




The Three Major Roles of Offices

Figure 10-2



Document imaging systemsDocument imaging systems

• Convert documents and images into digital Convert documents and images into digital form form

• Can be stored and accessed by the computerCan be stored and accessed by the computer

JukeboxJukebox

• Device for storing and retrieving many optical Device for storing and retrieving many optical disksdisks

Typical Office Systems





Components of an Imaging System

Figure 10-3




Web Publishing and Document Management

Figure 10-4



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

• Information systemInformation system

• Aid knowledge workers in creation and Aid knowledge workers in creation and integration of new knowledge integration of new knowledge

Creating Knowledge: Knowledge Work Systems




Changes in the Construction Project Management Process



Figure 10-5


• Specialized toolsSpecialized tools

• User-friendly interfaceUser-friendly interface

Requirements of Knowledge Work Systems




Requirements of Knowledge Work Systems



Figure 10-6


• Computer-aided design (CAD)Computer-aided design (CAD)

• Virtual reality systemsVirtual reality systems

• Virtual Reality Modeling Language (VRML)Virtual Reality Modeling Language (VRML)

• Investment workstationsInvestment workstations

Examples of Knowledge Work Systems




• GroupwareGroupware

• Intranets and Enterprise Knowledge Intranets and Enterprise Knowledge EnvironmentsEnvironments

• Enterprise information portalsEnterprise information portals

• TeamwareTeamware

Sharing Knowledge: Group Collaboration Systems and Enterprise Knowledge Environments




An Enterprise Information Portal



Figure 10-7


• Effort to develop computer-based systems Effort to develop computer-based systems that behave as humansthat behave as humans

ARTIFICIAL INTELLIGENCE


What is Artificial Intelligence?


• Artificial Intelligence:Artificial Intelligence:

– Stores information in active form

– Creates mechanism not subjected to human feelings

– Eliminates routine and unsatisfying jobs

– Enhances organization’s knowledge base

– Generates solution to specific problems

Why Business is Interested in Artificial Intelligence




The Artificial Intelligence Family



Figure 10-8


• Knowledge BaseKnowledge Base

• Rule-based Expert SystemRule-based Expert System

• Rule Base Rule Base

• Knowledge FramesKnowledge Frames

Capturing Knowledge: Expert Systems




Rules in an AI Program



Figure 10-9


• AI shellAI shell

• Inference EngineInference Engine

• Forward ChainingForward Chaining

• Backward ChainingBackward Chaining

Capturing Knowledge: Expert Systems




Frames to Model Knowledge



Figure 10-10


Inference Engines in Expert Systems



Figure 10-11


Knowledge engineerKnowledge engineer

• Specialist eliciting information and Specialist eliciting information and expertise from other professionals expertise from other professionals

• Translates information into set of rules, or Translates information into set of rules, or frames, for an expert systemframes, for an expert system



Building an Expert System


• BlueCross BlueShield of North CarolinaBlueCross BlueShield of North Carolina

• Countrywide Funding Corp.Countrywide Funding Corp.



Examples of Successful Expert System


Case-based Reasoning (CBR)Case-based Reasoning (CBR)

• Artificial intelligence technologyArtificial intelligence technology

• Represents knowledge as database of Represents knowledge as database of cases and solutionscases and solutions

Organizational Intelligence: Case Based Reasoning




How Case-Based Reasoning Works



Figure 10-12


• Hardware or software emulating Hardware or software emulating processing patterns of biological brainprocessing patterns of biological brain

• Put intelligence into hardware in form of a Put intelligence into hardware in form of a generalized capability to learngeneralized capability to learn

Neural Networks


OTHER INTELLIGENT TECHNIQUES


Biological Neurons of a Leech



Figure 10-13


Artificial Neural Network with Two Neurons



Figure 10-14


A Neural Network



Figure 10-15


• Rule-based AI Rule-based AI

• Tolerates imprecision Tolerates imprecision

• Uses nonspecific terms called Uses nonspecific terms called membership functions to solve problemsmembership functions to solve problems

Fuzzy Logic




Implementing Fuzzy Logic Rules in Hardware



Figure 10-16


• Problem-solving methods Problem-solving methods

• Promote evolution of solutions to Promote evolution of solutions to specified problems specified problems

• Use a model of living organisms adapting Use a model of living organisms adapting to their environmentto their environment

Genetic Algorithms




The Components of a Genetic Algorithm



Figure 10-17


• Integration of multiple AI technologies into Integration of multiple AI technologies into a single application a single application

• Takes advantage of best features of Takes advantage of best features of technologiestechnologies

Hybrid AI Systems




• Software programs Software programs

• Use built-in or learned knowledge base to Use built-in or learned knowledge base to carry out specific, repetitive, and carry out specific, repetitive, and predictable tasks predictable tasks

Intelligent Agents




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