Transcript Knowledge Management

IBM Research-India
Knowledge Management
(Data  Information  Knowledge)
(Mobilising Information for Knowledge Society)
Mukesh Mohania, Ph.D.
IBM Research - India
© 2009 IBM Corporation
Knowledge Management
 Data – is a raw form, with no context given. For example, 1A2B3C4D.
 Information – is valid w.r.t time. It has context. For example, 1A2B3C4D is a
CitizenID.
 Knowledge – make information useful with some belief in the form of
expectations, which may be derived from experience or data analytics.
 Knowledge Management is an integrated, systematic approach to
identifying, managing, and sharing all of an enterprise’s information assets,
including databases documents, policies, and procedures.
 The effective use of KM is to empower and enrich people and build ‘smart’
applications, such as, smart healthcare services, transportation systems, etc.
“The key in decision is to know something that nobody else knows”
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© 2009 IBM Corporation
Motivation
 Country serves many millions of people and several business
organizations.
 Information about the citizens/government/business entities is
stored in several data/content sources, but unfortunately
sitting in silos.
Unstructured data (>85%)
Content
Query
Knowledge
Management
 Intelligent decisions are
made from integrated
information.
Structured data (<15%)
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Database
Query
How do I
correlate/sens
e/act/predict
events?
© 2009 IBM Corporation
Goal For Knowledge Society:
Knowledge Society = Interconnected
+ Instrumented
+ Intelligent
– Provide ‘Right’ information to the ‘Right’ people (citizens, employees,
service providers) at ‘Right’ time.
• Break down information silos through the use of active, event-based, and contextoriented information integration technologies.
• Provide holistic view of Information based on search interface and/or (analytics) query.
• Build smart applications for better, accurate, secure, and intelligent services to citizens,
employees, providers.
Knowledge Discovery and Management is the KEY
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© 2009 IBM Corporation
Smart Government: Ensuring the economic health, welfare and
security of our citizens
CITIZEN-CENTERED
EXPERIENCES
Connecting people
to programs based on
individual needs—
achieving sustainable
outcomes while reducing
operational costs and
maximizing taxpayer
value.
GREEN GOVERNMENT
FOR A GREENER PLANET
Deploying environmentally
responsible operations,
from energy efficiency and
conservation to
transportation management
and the pursuit
of renewable resources.
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GOVERNMENT
ACCOUNTABILITY
Leveraging business
intelligence and planning to
improve insight and elevate
performance with visibility
and control.
GOVERNMENT
SENSE AND RESPOND
CAPABILITIES
Enabling defense and law
enforcement
organizations
to achieve situational
awareness, increased
speed of command and
combat superiority.
© 2009 IBM Corporation
Data Quality
 Lack of information
standards
– Different formats &
structures across different
systems
 Data surprises in
individual fields
– Data misplaced in the
database
 Information buried in
free-form fields
 The redundancy
nightmare
– Duplicate records with
lack of standards
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90328574
Ajay K.
M C Chagala Rd, Andheri, Mumbai
90328575
Ajay Khade
Mahommedali Currim..., Mumabai
90238495
Khadde Ajay
Mahommedali C Chagala Rd,
Name
Surname
SAMAD DURRANI
Telephone
9821636441
SUSHMA
BANSODE
c/o 95251-5600423
MAHADEVTA
DRUPAD B
FAX:2872423
Mr S S ACHARYA S/O P UMESH Rao,, A/44UMLYA C H S
AGARKAR RD NR NORTH KANARA G S M BANK DOMBIVALI
THANE 421201,
S Mehta
IBM-IRL
ISID, Vasant Kunj, ND 110 070
Suresh Mehta IBM Research ISID Campus, Vasant Kunj New
a
Delhi 70
S Mehata
1BM Research Lab ISID, Vasant Kunj, New
Delhi 110070
© 2009 IBM Corporation
Knowledge Discovery from Voice of Citizen
Voice
ASR
Transcribed Noisy Calls
Annotated and linked Text
Records and structured
data
Linguistic Analysis
Claims…. not processed
Taking too much time
Refund ……not given
Linkage Discovery,
QualityStage, etc.
Data Cleaning
Data linking
Structured
DB
Analysis
Mining Views/Functions
UnStructured
DB
OAE
•First call resolution
•Reducing turn around time
•Identifying pain points
•Churn prediction
•Relating business metrics to
customer perceptions
•Improving service levels
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IBM India Research Lab
Business Value:
feedback to improve CSAT
© 2007 IBM Corporation
IBM is committed to develop technologies for
Smarter Infrastructure ---
Smart traffic
systems
Intelligent
oil field
technologies
Smart food
systems
Smart
healthcare
Smart energy
grids
Smart retail
Smart water
management
Smart supply
chains
Smart
countries
Smart
weather
Smart
regions
Smart cities
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IBM has long history and deep roots in India/South Asia
1951-1978
’51: IBM sets up manufacturing unit in India
’62: IBM in Sri Lanka established
2004-2009
’04: IBM acquires Daksh
’04: Landmark Bharti-Airtel deal
’06: $6B investment in India announced
by IBM Chairman
1999 - 2003
1992 - 1998
’92: IBM re-enters Indian
Market; joint venture
with TATA
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’99: IBM India Pvt Ltd
formally launched
’00: IGF launched
’01: India Software Lab
launched
’97: TISL becomes Tata
IBM Ltd; IGS launched
’03: IRL launched its
Technology Center
’98: India Research Lab
launched
’03: IGS India achieved
SEI CMMI Level 5
’07: Telecom success continues with
Vodafone, Idea Cellular, BSNL
’08: Launch of Delivery Centers in Pune
& National Capital Region
’08: Visit from IBM Board of Directors
’08: Launch of Cloud Computing Center
in Bangalore
’08: Presence in 22 cities with 2,500
Business Partners
’09: Expansion into Ahmedabad,
Lucknow and Jaipur
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India: a Microcosm of IBM Today
DOMESTIC BUSINESS
 Systems & Technology Group
 Software Group
 Global Business Services
 Global Technology Services
 IBM Global Financing
IBM RESEARCH - INDIA
Delhi, Bangalore,
Hyderabad ‘collaboratory’
CENTERS OF EXCELLENCE FOR:
Semiconductor Research
Cloud Computing
Global Engineering Services
Global Business Solutions
Services Innovation Research
IBM Innovation (Business Partners)
..
Chandigarh Bangalore
Delhi, NCR,
Gurgaon
INDIA SOFTWARE LAB
Bangalore, Pune, Hyderabad,
Gurgaon, Mumbai
GLOBAL BUSINESS SERVICES –
GLOBAL DELIVERY
Bangalore, National Capital Region
(NCR), Kolkata, Hyderabad, Chennai,
Pune
MANAGED BUSINESS PROCESS
SERVICES (MBPS)
Bangalore, Delhi, Mumbai, Pune,
Kolkata, Chennai, Vizag,
Chandigarh
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.
Kolkata
..
Mumbai
Global Business
Services
Business Process
Outsourcing
Pune
. .
.
India Software Lab
Hyderabad
Vizag
Chennai
Bangalore
Integrated Technology
Delivery
IBM Research – India
INTEGRATED TECHNOLOGY DELIVERY
Bangalore, Hyderabad, Chennai
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We have deepened our impact on local communities
Corporate Social Responsibility (CSR) Programs
Corporate Service Corps (CSC)
• India hosted 39 CSC participants from 19
countries in Ahmedabad and Mumbai
• 75 IBMers from India were outbound CSC
participants
On Demand Community (ODC)
• 15,300+ registered IBM volunteers in India
• Reinventing Education (RE): transforming
classrooms in 20 schools, covering 500 educators
and 1,850 students
Supporting business objectives
• Geographic expansion:
• Gujarat focus -- Tribal Development Dept.,
Govt. of Gujarat, SEWA and more
• Exploratory work in Bangladesh & Sri Lanka
• Stronger partnerships with state and local
governments (e.g., disaster relief)
• Commercial market development through
partnerships with like-minded organizations
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2010 CSR Focus Areas
• Program alignment with IBM’s strategic
priorities (India’s National Agenda,
Smarter Cities program)
• Adapt new offerings/new programs to
India (e.g., Service Grants)
• Extend program reach to rural & semiurban regions of India and Sri Lanka
• Demonstrate community leadership
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IBM Research – India
IBM Research - India Strategic Priorities
Massive Data
Analysis
Business Areas
Cloud
Service Delivery
Infrastructure
Services
Application
Services
Service Quality
Emerging Solutions
Contact
Center
Services
Telecom
Software
Others
(Banking,
Retail, …)
HPC
Mobile Web
Technical Competencies
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Computer Science
Math Science
Service Science
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Distributed Systems – systems mgmt., middleware
Information Management – data mining, machine learning
Interaction Technologies – speech
Programming Technologies – parallel and hi-perf. prog.
Software Engineering – model-driven, distributed dev.
Operations Research
Algorithms
Optimization
Analytics
Service Engineering
Service Management
Service Quality
Service Supply Chains
Service Info. Systems
© 2009 IBM Corporation
IBM Research – India
Thank You!
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© 2009 IBM Corporation