Transcript 12. MANAGING KNOWLEDGE

12. MANAGING
KNOWLEDGE
KNOWLEDGE MANAGEMENT IN
THE ORGANIZATION
KNOWLEDGE MANAGEMENT:
Systematically & Actively
Managing and Leveraging
Stores of Knowledge
in an Organization
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KNOWLEDGE MANAGEMENT IN
THE ORGANIZATION
KNOWLEDGE MANAGEMENT:
• Office Automation Systems (OAS)
• Knowledge Work Systems (KWS)
• Group Collaboration Systems (GCS)
• Artificial Intelligence Applications (AI)
ESPECIALLY USEFUL TO KNOWLEDGE
MANAGEMENT...
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INFORMATION AND KNOWLEDGE
WORK SYSTEMS
• INFORMATION WORK: Work Consists
Primarily of Creating, Processing
Information
• DATA WORKERS: People who Process &
Disseminate Organization’s Paperwork
• KNOWLEDGE WORKERS: People who
Design Products or Services or Create
new Knowledge for Organization
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DISTRIBUTE KNOWLEDGE
OFFICE AUTOMATION SYSTEMS:
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WORD PROCESSING
DESKTOP PUBLISHING
IMAGING
ELECTRONIC CALENDARS
DESKTOP DATABASES
VOICE MAIL
VIDEO CONFERENCING
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DISTRIBUTE KNOWLEDGE
OFFICE AUTOMATION SYSTEMS:
• DOCUMENT IMAGING
SYSTEMS: Systems Convert
Documents, Images Into Digital
Form (e.g.: Optical Character
Recognition; Microfiche)
• JUKEBOX: Storage & Retrieving
Device for CD-ROMs & Other
Optical Disks
• INDEX SERVER: Imaging System
to Store / Retrieve Document
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DISTRIBUTE KNOWLEDGE
OFFICE AUTOMATION SYSTEMS:
1. Manage, Coordinate Work of Data &
Knowledge Workers
2. Connect Local Information with all
Levels, Functions of Organization
3. Connect Organization to External
World
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TYPICAL OFFICE INFORMATION
SYSTEMS
OFFICE ACTIVITY
TECHNOLOGY
MANAGING DOCUMENTS
WORD PROCESSING; DESKTOP PUBLISHING
DOCUMENT IMAGING; WORK FLOW MANAGERS
SCHEDULING
ELECTRONIC CALENDARS; GROUPWARE
COMMUNICATING
E-MAIL; VOICE MAIL; DIGITAL ANSWERING
SYSTEMS; GROUPWARE
MANAGING DATA
DESKTOP DATABASES; SPREADSHEETS;
USER-FRIENDLY MAINFRAME INTERFACES
CREATE KNOWLEDGE
KNOWLEDGE WORK SYSTEMS:
INFORMATION SYSTEMS THAT
AID KNOWLEDGE WORKERS
TO CREATE, INTEGRATE
NEW KNOWLEDGE IN ORGANIZATION
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CREATE KNOWLEDGE
KNOWLEDGE WORKERS:
• KEEP ORGANIZATION UP-TO-DATE IN
KNOWLEDGE: Technology; Science;
Thought; the Arts
• INTERNAL CONSULTANTS IN THEIR
AREAS
• CHANGE AGENTS: Evaluating; Initiating;
Promoting Change Projects
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CREATE KNOWLEDGE
KNOWLEDGE WORKERS:
• CAD: Computer Aided Design Automates
Creation, Revision of Products, Services
• VIRTUAL REALITY: Interactive Software
Creates Simulations of Real World
Activities
• INVESTMENT WORK STATIONS: Special
Work Station to Access, Manipulate
Massive Amounts of Financial Data
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SHARE KNOWLEDGE
GROUP COLLABORATION SYSTEMS:
• GROUPWARE: Allows Interactive Collaboration,
Approval of Documents
• INTRANETS: Good for Relatively Stable
Information in Central Repository
• LOTUS NOTES TM IBM: Popular Proprietary
Software; Flexible Changes, Updates, Editing;
More Secure than Intranets
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GROUP COLLABORATIVE CAPABILITIES
GROUPWARE VS. WWW
GROUPWARE TOOLS
WORLD WIDE WEB
DOCUMENTS WITH MANY COLLABORATING
AUTHORS
SINGLE AUTHOR
DATA REQUIRE FREQUENT UPDATING
DATA RELATIVELY STATIC
APPLICATIONS WITH DATA AT MULTIPLE SITES
ONE SOURCE OF DATA
HIGH SECURITY REQUIREMENTS
ACCESSED BY ANYONE
CAPTURE & CODIFY KNOWLEDGE
ARTIFICIAL INTELLIGENCE (AI)
SYSTEMS:
• AI: Computer-based Systems With Abilities to
Learn Language, Accomplish Tasks, use
Perceptual Apparatus, Emulate Human Expertise
& Decision Making
• EXPERT SYSTEMS
• NEURAL NETS
• FUZZY LOGIC
• GENETIC ALGORITHMS
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12.16
AI
AI FAMILY
ARTIFICIAL
INTELLIGENCE
NATURAL
LANGUAGE
12.17
ROBOTICS
PERCEPTIVE
SYSTEMS
EXPERT
SYSTEMS
INTELLIGENT
MACHINES
AI
BUSINESS INTERESTS IN AI
• PRESERVE EXPERTISE
• CREATE KNOWLEDGE BASE
• MECHANISM NOT SUBJECT TO
FEELINGS, FATIGUE, WORRY, CRISIS
• ELIMINATE ROUTINE / UNSATISFYING
JOBS
• ENHANCE KNOWLEDGE BASE
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12.18
AI
EXPERT SYSTEMS
KNOWLEDGE - INTENSIVE
CAPTURES HUMAN EXPERTISE
IN LIMITED DOMAINS
OF KNOWLEDGE
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12.19
AI
EXPERT SYSTEMS
• KNOWLEDGE BASE: Model of Human
Knowledge
• RULE - BASED EXPERT SYSTEM : AI
System Based on IF - THEN Statements
(Bifurcation); Rule Base: Collection of IF THEN Knowledge
• SEMANTIC NETS: Uses Property of
INHERITANCE to Organize, Classify
Interrelated Characteristics
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12.20
AI
EXPERT SYSTEMS
LIMITATIONS:
• Often Reduced to Problems of
Classification
• Can be Large, Lengthy, Expensive
• Maintaining Knowledge Base Critical
• Many Managers Unwilling to Trust
such Systems
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12.22
AI
CASE - BASED REASON
AI USES DATABASE OF CASES:
• USER DESCRIBES PROBLEM
• SYSTEM SEARCHES DATABASE
FOR SIMILAR CASES
• SYSTEM ASKS MORE QUESTIONS
• FINDS CLOSEST FIT
• MODIFIES IF REQUIRED
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12.23
AI
OTHER AI TECHNIQUES
• NEURAL NETWORKS: Software Attempts
to Emulate Brain Processes
• FUZZY LOGIC: Tolerates Ambiguity Using
Nonspecific MEMBERSHIP FUNCTIONS
• GENETIC ALGORITHMS: Use Models of
Organisms to Promote Evolution of
Solution
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12.24
AI
MANAGEMENT CHALLENGES
• INFORMATION SYSTEMS MUST
ENHANCE PRODUCTIVITY OF
KNOWLEDGE WORKERS
• CREATE ROBUST EXPERT
SYSTEMS
• DETERMINE APPROPRIATE
APPLICATIONS FOR AI
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12.25