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Mastering Knowledge Management: Tools and Techniques for Business Success

Explore the role of knowledge management, types of systems used, benefits of intelligent techniques, and the distinction between data, information, knowledge, and wisdom in business. Gain insights on enterprise-wide knowledge management, knowledge work systems, and intelligent techniques like expert systems and neural networks. Understand the value chain of information system activities and acquisition, storing, disseminating, and applying knowledge. Discover the importance of knowledge networks, expert location systems, and intelligent agents in today's business landscape.

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Mastering Knowledge Management: Tools and Techniques for Business Success

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  1. Bus 290: Chapter 11 Managing Knowledge

  2. Learn this … • What is the role of knowledge management and KM programs in business • What types of systems are used for enterprise wide KM & how do they provide value • What are the major types of Knowledge work systems & how do they provide value • What are the business benefits of using Intelligent techniques for KM

  3. What is Knowledge • Data vs. Information vs. Knowledge vs. Wisdom • Tacit vs. Explicit • Resides in many places – documents, pictures, audio & video • Is situational, contextual and not easily moved • See Table 11-1

  4. Value Chain Information system activities • Acquire -> Store -> Disseminate -> Apply Acquisition: Collections of documents of various types Expert networks (remember Delphi?) Data analysis to find patterns & trends Building knowledge capital – collaboration, communities of practice & office environments

  5. Types of K.M.S. 3 Major types • Enterprise-wide KMS • Knowledge work systems • Intelligent techniques

  6. Enterprise-wide • General purpose, system wide, collect, store, distribute • Varied types of info stored • Structured & unstructured • PowerPoints, videos • Supporting technologies included – portals, search engines, collaboration tools, blogs etc • Need a taxonomy system to manage the data • Every object tagged can be tagged in multiple ways • Digital asset management systems • For working with video and audio files

  7. Enterprise Wide (2) • Knowledge network systems • AKA “Expertise location & management systems” • Knowledge is “human” not digital • Workstations & software • CAD, visualization, simulation, virtual reality • Similar to Delphi technique • Also collaboration tools discussed weeks ago

  8. Knowledge Network Systems • Knowledge workers: engineers, researchers, designers • Creation of knowledge & information • 3 critical roles: • Keeping current in knowledge developed outside the org. • Internal consulting in their area • Change agents • Office systems + specialized systems • plotters, statistical software and more • Computing power • Virtual reality systems & augmented reality systems

  9. Intelligent Techniques • Expert Systems • Knowledge base, inference engine, forward chaining • Organizational Intelligence • Case-based reasoning • Past experiences • Fuzzy Logic • Subjective rules • Neural Networks • Genetic algorithms • Hybrid AI systems (mix of the above) • Intelligent agents

  10. Homework • Decision Problem #2 • Discussion problem #2

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