chapter10: management knowledge for the digital firm
DESCRIPTION
© 2003 by Prentice HallTRANSCRIPT
10.1 © 2003 by Prentice Hall
1010
MANAGINGMANAGING
KNOWLEDGE FORKNOWLEDGE FOR
THE DIGITALTHE DIGITAL
FIRMFIRM
Chapter
10.2 © 2003 by Prentice Hall
• 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
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• 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
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
10.4 © 2003 by Prentice Hall
• Designing knowledge systems that genuinely Designing knowledge systems that genuinely enhance organizational performanceenhance organizational performance
• Creating robust expert systemsCreating robust expert systems
MANAGEMENT CHALLENGES
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
10.5 © 2003 by Prentice Hall
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
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Organizational Learning and Knowledge Management
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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
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Organizational Learning and Knowledge Management
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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
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
Systems and Infrastructure for 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
10.8 © 2003 by Prentice Hall
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
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Systems and Infrastructure for Knowledge Management
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IT Infrastructure for Knowledge Management
KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Figure 10-1
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• 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
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Information Work
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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
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Distributing Knowledge: Office and Document Management Systems
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
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INFORMATION AND KNOWLEDGE WORK SYSTEMS
The Three Major Roles of Offices
Figure 10-2
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
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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
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
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INFORMATION AND KNOWLEDGE WORK SYSTEMS
Components of an Imaging System
Figure 10-3
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
10.15 © 2003 by Prentice Hall
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Web Publishing and Document Management
Figure 10-4
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
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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
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
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Changes in the Construction Project Management Process
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Figure 10-5
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• Specialized toolsSpecialized tools
• User-friendly interfaceUser-friendly interface
Requirements of Knowledge Work Systems
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
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Requirements of Knowledge Work Systems
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Figure 10-6
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• 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
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
10.21 © 2003 by Prentice Hall
• 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
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
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An Enterprise Information Portal
INFORMATION AND KNOWLEDGE WORK SYSTEMS
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
Figure 10-7
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• Effort to develop computer-based systems Effort to develop computer-based systems that behave as humansthat behave as humans
ARTIFICIAL INTELLIGENCE
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
What is Artificial Intelligence?
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• 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
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
ARTIFICIAL INTELLIGENCE
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The Artificial Intelligence Family
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
ARTIFICIAL INTELLIGENCE
Figure 10-8
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• Knowledge BaseKnowledge Base
• Rule-based Expert SystemRule-based Expert System
• Rule Base Rule Base
• Knowledge FramesKnowledge Frames
Capturing Knowledge: Expert Systems
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
ARTIFICIAL INTELLIGENCE
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Rules in an AI Program
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
ARTIFICIAL INTELLIGENCE
Figure 10-9
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• AI shellAI shell
• Inference EngineInference Engine
• Forward ChainingForward Chaining
• Backward ChainingBackward Chaining
Capturing Knowledge: Expert Systems
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
ARTIFICIAL INTELLIGENCE
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Frames to Model Knowledge
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
ARTIFICIAL INTELLIGENCE
Figure 10-10
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Inference Engines in Expert Systems
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
ARTIFICIAL INTELLIGENCE
Figure 10-11
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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
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
ARTIFICIAL INTELLIGENCE
Building an Expert System
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• BlueCross BlueShield of North CarolinaBlueCross BlueShield of North Carolina
• Countrywide Funding Corp.Countrywide Funding Corp.
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
ARTIFICIAL INTELLIGENCE
Examples of Successful Expert System
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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
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
ARTIFICIAL INTELLIGENCE
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How Case-Based Reasoning Works
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
ARTIFICIAL INTELLIGENCE
Figure 10-12
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• 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
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
OTHER INTELLIGENT TECHNIQUES
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Biological Neurons of a Leech
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
OTHER INTELLIGENT TECHNIQUES
Figure 10-13
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Artificial Neural Network with Two Neurons
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
OTHER INTELLIGENT TECHNIQUES
Figure 10-14
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A Neural Network
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
OTHER INTELLIGENT TECHNIQUES
Figure 10-15
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• 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
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
OTHER INTELLIGENT TECHNIQUES
10.40 © 2003 by Prentice Hall
Implementing Fuzzy Logic Rules in Hardware
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
OTHER INTELLIGENT TECHNIQUES
Figure 10-16
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• 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
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
OTHER INTELLIGENT TECHNIQUES
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The Components of a Genetic Algorithm
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
OTHER INTELLIGENT TECHNIQUES
Figure 10-17
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• 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
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
OTHER INTELLIGENT TECHNIQUES
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• 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
Essentials of Management Information SystemsEssentials of Management Information SystemsChapter 10 Managing Knowledge for the Digital FirmChapter 10 Managing Knowledge for the Digital Firm
OTHER INTELLIGENT TECHNIQUES
10.45 © 2003 by Prentice Hall
1010
MANAGINGMANAGING
KNOWLEDGE FORKNOWLEDGE FOR
THE DIGITALTHE DIGITAL
FIRMFIRM
Chapter