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CHAPTER 11 MANAGING KNOWLEDGE

CHAPTER 11 MANAGING KNOWLEDGE. Roadmap. THE KNOWLEDGE MANAGEMENT LANDSCAPE Important Dimensions of Knowledge The Knowledge Management Value Chain Types of Knowledge Management Systems ENTERPRISE-WIDE KNOWLEDGE MANAGEMENT SYSTEMS Structured Knowledge Systems

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CHAPTER 11 MANAGING KNOWLEDGE

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  1. CHAPTER 11 MANAGING KNOWLEDGE Roadmap • THE KNOWLEDGE MANAGEMENT LANDSCAPE • Important Dimensions of Knowledge • The Knowledge Management Value Chain • Types of Knowledge Management Systems • ENTERPRISE-WIDE KNOWLEDGE MANAGEMENT SYSTEMS • Structured Knowledge Systems • Semistructured Knowledge Systems • Knowledge Network Systems • Supporting Technologies: • KNOWLEDGE WORK SYSTEMS • Knowledge Workers and Knowledge Work • Requirements of Knowledge Work Systems • Examples of Knowledge Work Systems • INTELLIGENT TECHNIQUES

  2. LEARNING OBJECTIVES • Assess the role of knowledge management and knowledge management programs in business. • Describe the types of systems used for enterprise-wide knowledge management and demonstrate how they provide value for organizations. • Describe the major types of knowledge work systems and assess how they provide value for firms. • Evaluate the business benefits of using intelligent techniques for knowledge management.

  3. MANAGEMENT CHALLENGES • Designing knowledge systems that genuinely enhance organizational performance • Identifying and implementing appropriate organizational applications for artificial intelligence

  4. KNOWLEDGE MANAGEMENT IN THE ORGANIZATION KNOWLEDGE MANAGEMENT: SYSTEMATICALLY & ACTIVELY MANAGING AND LEVERAGING STORES OF KNOWLEDGE IN AN ORGANIZATION

  5. KNOWLEDGE MANAGEMENT IN THE ORGANIZATION KNOWLEDGE MANAGEMENT: Organizational learning mechanisms Processes to create, gather, store, maintain, disseminate knowledge CHIEF KNOWLEDGE OFFICER (CKO) DIGITAL FIRM: Substantial use of info technology enhances ability to sense, respond to environment

  6. KNOWLEDGE MANAGEMENT IN THE ORGANIZATION KNOWLEDGE MANAGEMENT: Office Automation Systems (OAS) Knowledge Work Systems (KWS) Group Collaboration Systems (GCS) Artificial Intelligence Applications (AI)

  7. 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

  8. MAJOR ROLES OF OFFICES • COORDINATE WORK OF LOCAL PROFESSIONALS AND INFORMATION WORKERS • COORDINATE WORK ACROSS LEVELS AND FUNCTIONS • COUPLE ORGANIZATION TO EXTERNAL ENVIRONMENT

  9. OFFICE AUTOMATION SYSTEMSMANAGING DOCUMENTS: • CREATION • STORAGE • RETRIEVAL • DISSEMINATION • TECHNOLOGY: Word processing, desktop publishing, document imaging, Web publishing, work flow managers

  10. OFFICE AUTOMATION SYSTEMSSCHEDULING: FOR INDIVIDUALS & GROUPS: • ELECTRONIC CALENDARS • GROUPWARE • INTRANETS

  11. OFFICE AUTOMATION SYSTEMSCOMMUNICATING: INITIATING, RECEIVING, MANAGING: • VOICE • DIGITAL • DOCUMENTS • TECHNOLOGY: E-mail, voice mail, digital answering systems, GroupWare, intranets

  12. OFFICE AUTOMATION SYSTEMSMANAGING DATA: EMPLOYEES, CUSTOMERS, VENDORS: • DESKTOP DATABASES • SPREADSHEETS • USER-FRIENDLY INTERFACES TO MAINFRAME DATABASES

  13. OFFICE AUTOMATION SYSTEMSMANAGING DATA: • 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

  14. CREATE KNOWLEDGEKNOWLEDGE WORK SYSTEMS: INFORMATION SYSTEMS THAT AID KNOWLEDGE WORKERS TO CREATE, INTEGRATE NEW KNOWLEDGE IN ORGANIZATIONS

  15. CREATE KNOWLEDGEKNOWLEDGE 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

  16. CREATE KNOWLEDGEKNOWLEDGE SYSTEMS: • CAD/CAM: Computer Aided Design/Computer Aided Manufacturing: Provides precise control over industrial design, manufacturing • VIRTUAL REALITY: Interactive software creates photorealistic simulations of real world objects (Virtual Reality Modeling Language: VRML)

  17. CREATE KNOWLEDGEKNOWLEDGE SYSTEMS: • INVESTMENT WORKSTATIONS: High-end PCs used in finance to analyze trading situations, facilitate portfolio management

  18. SHARE KNOWLEDGEGROUP COLLABORATION SYSTEMS: • GROUPWARE: Allows interactive collaboration, approval of documents • INTRANETS: Good for relatively stable information in central repository • TEAMWARE: Group collaborative software to customize team efforts

  19. CAPABILITIES OF GROUPWARE • PUBLISHING, REPLICATION • DISCUSSION TRACKING • DOCUMENT MANAGEMENT • WORK-FLOW MANAGEMENT • SECURITY • PORTABILITY • APPLICATION DEVELOPMENT

  20. ARTIFICIAL INTELLIGENCE (AI) SYSTEMS: AI: COMPUTER-BASED SYSTEMS WITH ABILITIES TO LEARN LANGUAGE, ACCOMPLISH TASKS, USE PERCEPTUAL APPARATUS, EMULATE HUMAN EXPERTISE & DECISION MAKING

  21. ARTIFICIAL INTELLIGENCE NATURAL PERCEPTIVE EXPERT INTELLIGENT ROBOTICS LANGUAGE SYSTEMS SYSTEMS MACHINES AI FAMILY

  22. BUSINESS INTERESTS IN AI • Preserve Expertise • 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

  23. EXPERT SYSTEMS KNOWLEDGE - INTENSIVE CAPTURES HUMAN EXPERTISE IN LIMITED DOMAINS OF KNOWLEDGE

  24. 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 • KNOWLEDGE FRAMES: Knowledge organizes in chunks based on shared relationships

  25. EXPERT SYSTEMS • AI SHELL: Programming environment of expert system • INFERENCE ENGINE: Search through rule base • FORWARD CHAINING: Uses input; searches rules for answer • BACKWARD CHAINING: Begins with hypothesis, seeks information until hypothesis accepted or rejected

  26. 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

  27. CASE - BASED REASON (CBR) AI USES DATABASE OF CASES: • USER DESCRIBES PROBLEM • SYSTEM SEARCHES DATABASE FOR SIMILAR CASES • SYSTEM ASKS MORE QUESTIONS • FINDS CLOSEST FIT • MODIFIED AS REQUIRED

  28. OTHER APPROACHES • 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 • HYBRID AI SYSTEMS:Combinations

  29. INTELLIGENT AGENT PROGRAM WITH BUILT-IN, LEARNED KNOWLEDGE BASE TO DO SPECIFIC, REPETITIVE, PREDICTABLE TASKS FOR: • INDIVIDUAL • BUSINESS PROCESS • SOFTWARE APPLICATION

  30. So What As a manager • Responsible for managing information • Create information • Distribute information • Know the tools that are available • Select the right tool for the job

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