Chapter10 Managing Knowledge

Chapter
10
MANAGING
KNOWLEDGE FOR
THE DIGITAL
FIRM
10.1
2003 by Prentice Hall
Essentials of Management Information Systems

Chapter 10 Managing Knowledge for the Digital Firm
OBJECTIVES
Why do businesses today need knowledge

management programs and systems for
knowledge management?
Which information system applications are most
useful for distributing, creating, and sharing
knowledge in the firm?
What are the business benefits of using artificial
intelligence technology for knowledge
management?
10.2

OBJECTIVES
How can businesses use expert systems and

case-based reasoning to capture knowledge?
How can organizations benefit from using
use neural networks and other intelligent
techniques?
10.3

MANAGEMENT CHALLENGES
Designing knowledge systems that genuinely

enhance organizational performance
Creating robust expert systems
10.4

KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
Organizational Learning and Knowledge Management
Organizational learning
Creation of new standard operating
procedures and business processes
Knowledge management
Set of processes
Creates, gathers, stores, maintains, and
disseminates knowledge
10.5

Organizational Learning and Knowledge Management
Chief Knowledge Officer (CKO)

Senior executive in charge of
organizations knowledge management
program
10.6

Systems and Infrastructure for Knowledge Management
Tacit Knowledge
Expertise and experience not formally
documented
Best Practices
Successful solutions or problem-solving
methods developed by specific
organization or industry
10.7

Systems and Infrastructure for Knowledge Management
Organizational Memory
Stored learning from organizations
history
Used for decision making and other
purposes
10.8

IT Infrastructure for Knowledge Management
10.9
Figure 10-1

INFORMATION AND KNOWLEDGE WORK SYSTEMS
Information Work
Consists of creating or processing

information
Divided into knowledge workers and data
workers
10.10

Distributing Knowledge: Office and Document Management Systems
Office systems
Manage and coordinate work of data and
knowledge workers
Connect work of local information workers
with all levels and functions of organization
Connect organization to external world
Example: Word processing, voice mail, and
imaging
10.11

The Three Major Roles of Offices
Figure 10-2
10.12

Typical Office Systems
Document imaging systems

Convert documents and images into digital
form
Can be stored and accessed by the computer
Jukebox
Device for storing and retrieving many optical
disks
10.13

Components of an Imaging System
10.14
Figure 10-3

Web Publishing and Document Management
Figure 10-4
10.15

Creating Knowledge: Knowledge Work Systems
Knowledge Work Systems (KWS)

Information system
Aid knowledge workers in creation and
integration of new knowledge
10.16

Changes in the Construction Project Management Process
Figure 10-5
10.17

Requirements of Knowledge Work Systems
Specialized tools
User-friendly interface
10.18

Requirements of Knowledge Work Systems
Figure 10-6
10.19

Examples of Knowledge Work Systems
Computer-aided design (CAD)

Virtual reality systems
Virtual Reality Modeling Language (VRML)
Investment workstations
10.20

Sharing Knowledge: Group Collaboration Systems and Enterprise Knowledge

Environments
Groupware
Intranets and Enterprise Knowledge
Environments
Enterprise information portals
Teamware
10.21

An Enterprise Information Portal
10.22
Figure 10-7

ARTIFICIAL INTELLIGENCE
What is Artificial Intelligence?
Effort to develop computer-based systems

that behave as humans
10.23

Why Business is Interested in Artificial Intelligence
Artificial Intelligence:
Stores information in active form
Creates mechanism not subjected to human feelings
Eliminates routine and unsatisfying jobs
Enhances organizations knowledge base
Generates solution to specific problems
10.24

The Artificial Intelligence Family
Figure 10-8
10.25

Capturing Knowledge: Expert Systems
Knowledge Base
Rule-based Expert System
Rule Base
Knowledge Frames
10.26

Rules in an AI Program
10.27
Figure 10-9

Capturing Knowledge: Expert Systems
AI shell
Inference Engine
Forward Chaining
Backward Chaining
10.28

Frames to Model Knowledge
Figure 10-10
10.29

Inference Engines in Expert Systems
Figure 10-11
10.30

Building an Expert System
Knowledge engineer
Specialist eliciting information and
expertise from other professionals
Translates information into set of rules, or
frames, for an expert system
10.31

Examples of Successful Expert System
BlueCross BlueShield of North Carolina

Countrywide Funding Corp.
10.32

Organizational Intelligence: Case Based Reasoning
Case-based Reasoning (CBR)

Artificial intelligence technology
Represents knowledge as database of
cases and solutions
10.33

How Case-Based Reasoning Works
10.34
Figure 10-12

OTHER INTELLIGENT TECHNIQUES
Neural Networks
Hardware or software emulating

processing patterns of biological brain
Put intelligence into hardware in form of a
generalized capability to learn
10.35

Genetic Algorithms
Problem-solving methods
Promote evolution of solutions to
specified problems
Use a model of living organisms adapting
to their environment
10.36

The Components of a Genetic Algorithm
Figure 10-17
10.37

Hybrid AI Systems
Integration of multiple AI technologies into

a single application
Takes advantage of best features of
technologies
10.38

Intelligent Agents
Software programs
Use built-in or learned knowledge base to
carry out specific, repetitive, and
predictable tasks
10.39
Chapter
10
MANAGING
KNOWLEDGE FOR
THE DIGITAL
FIRM
10.40

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Chapter

2003 by Prentice Hall

Essentials of Management Information Systems

Why do businesses today need knowledge

2003 by Prentice Hall

Essentials of Management Information Systems

How can businesses use expert systems and

2003 by Prentice Hall

Essentials of Management Information Systems

Designing knowledge systems that genuinely

2003 by Prentice Hall

Essentials of Management Information Systems

Organizational Learning and Knowledge Management

2003 by Prentice Hall

Essentials of Management Information Systems

Organizational Learning and Knowledge Management

Chief Knowledge Officer (CKO)

2003 by Prentice Hall

Essentials of Management Information Systems

Systems and Infrastructure for Knowledge Management

2003 by Prentice Hall

Essentials of Management Information Systems

Systems and Infrastructure for Knowledge Management

2003 by Prentice Hall

Essentials of Management Information Systems

IT Infrastructure for Knowledge Management

2003 by Prentice Hall

Essentials of Management Information Systems

Consists of creating or processing

2003 by Prentice Hall

Essentials of Management Information Systems

Distributing Knowledge: Office and Document Management Systems

2003 by Prentice Hall

Essentials of Management Information Systems

The Three Major Roles of Offices

2003 by Prentice Hall

Essentials of Management Information Systems

Typical Office Systems

Document imaging systems

2003 by Prentice Hall

Essentials of Management Information Systems

Components of an Imaging System

2003 by Prentice Hall

Essentials of Management Information Systems

Web Publishing and Document Management

2003 by Prentice Hall

Essentials of Management Information Systems

Creating Knowledge: Knowledge Work Systems

Knowledge Work Systems (KWS)

2003 by Prentice Hall

Essentials of Management Information Systems

Changes in the Construction Project Management Process

2003 by Prentice Hall

Essentials of Management Information Systems

Requirements of Knowledge Work Systems

2003 by Prentice Hall

Essentials of Management Information Systems

Requirements of Knowledge Work Systems

2003 by Prentice Hall

Essentials of Management Information Systems

Examples of Knowledge Work Systems

Computer-aided design (CAD)

2003 by Prentice Hall

Essentials of Management Information Systems