SESSION 10 MANAGING KNOWLEDGE FOR THE DIGITAL FIRM

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

Knowledge Base Structured internal knowledge (explicit knowledge) External knowledge of competitors, products and markets Tacit knowledge Tacit knowledge Informal internal knowledge which resides in the minds of employees and has not been formally documented in a structured form KNOWLEDGE MANAGEMENT IN THE ORGANIZATION Systems and Infrastructure for Knowledge Management

Organizational Memory Stored learning from organization’s history Used for decision making and other purposes KNOWLEDGE MANAGEMENT IN THE ORGANIZATION Systems and Infrastructure for Knowledge Management

IT Infrastructure for Knowledge Management Figure 11-1 KNOWLEDGE MANAGEMENT IN THE ORGANIZATION

Consists of creating or processing informationConsists of creating or processing information Carried out by workers who are divided intoCarried out by workers who are divided into knowledge workers who primarily create knowledge and informationknowledge workers who primarily create knowledge and information data workers who primarily process and disseminate informationdata workers who primarily process and disseminate information INFORMATION AND KNOWLEDGE WORK SYSTEMS Information Work

Office systems: any application of IT that intends to increase productivity of information workers in the office. Manage documentsManage documents Support scheduling for individuals and groupsSupport scheduling for individuals and groups Support communicatingSupport communicating Manage dataManage data Example: Word processing, voice mail, and imagingExample: Word processing, voice mail, and imaging Distributing Knowledge: Office and Document Management Systems

Document imaging systems A way to reduce problems stemming from paper work flow Convert documents and images into digital form Can be stored and accessed by the computer Distributing Knowledge: Office and Document Management Systems

Components of an Imaging System Figure 11-3 Distributing Knowledge: Office and Document Management Systems

Knowledge Work Systems (KWS) Information systems that aid knowledge workers in creation and integration of new knowledge Knowledge work is segmented into highly specialized fields and each field has a different collection of KWS. Creating Knowledge: Knowledge Work Systems

Requirements of Knowledge Work Systems Figure 11-6 Creating Knowledge: Knowledge Work Systems

Computer-aided design (CAD) Virtual reality systems Investment workstations Examples of Knowledge Work Systems Creating Knowledge: Knowledge Work Systems

Groupware: a tool that provides functions and services that support the collaborative activities of work groups Intranets and Enterprise Knowledge Environments Enterprise information portals Sharing Knowledge: Group Collaboration Systems and Enterprise Knowledge Environments

An Enterprise Information Portal Figure 11-7 Sharing Knowledge: Group Collaboration Systems and Enterprise Knowledge Environments

Intranet for applications requiring publication of documents by a small number of authors and with relatively static information Groupware for applications requiring extensive coordination and management Sharing Knowledge: Group Collaboration Systems and Enterprise Knowledge Environments

Effort to develop computer-based systems that behave as humans ARTIFICIAL INTELLIGENCE What is Artificial Intelligence?

The Artificial Intelligence Family Figure 11-8 ARTIFICIAL INTELLIGENCE

Stores information in active form Creates mechanism not subjected to human feelings Eliminates routine and unsatisfying jobs Enhances organization’s knowledge base by generating solution to specific problems that are too massive and complex to be analyzed by human beings Why Business is Interested in Artificial Intelligence ARTIFICIAL INTELLIGENCE

Expert Systems: Knowledge intensive computer program that captures the expertise of human in limited domains of knowledge How Expert Systems Work How Expert Systems Work Knowledge Base Rule Base Knowledge Frames ARTIFICIAL INTELLIGENCE

Rules in an AI Program Figure 11-9 ARTIFICIAL INTELLIGENCE

Frames to Model Knowledge Figure ARTIFICIAL INTELLIGENCE

Only certain classes of problems can be solved Knowledge base of expert systems cannot learn or change over time. Keeping knowledge base up to date is a problem. Can represent only limited forms of knowledge: IF-THEN knowledge They are most effective in automating lower level clerical functions Drawbacks of Expert Systems ARTIFICIAL INTELLIGENCE

Case-based Reasoning (CBR) Artificial intelligence technology Represents knowledge as database of cases and solutions Organizational Intelligence: Case Based Reasoning ARTIFICIAL INTELLIGENCE

How Case-Based Reasoning Works Figure ARTIFICIAL INTELLIGENCE

Hardware or software emulating processing patterns of biological brain How Neural Networks work The network is fed a training set of data for which the inputs produce a known set of outputs and conclusions. Computer learns the correct solution by example Address the problems in pattern classification, prediction and financial analysis, and control and analysis Neural Networks OTHER INTELLIGENT TECHNIQUES

A Neural Network Figure OTHER INTELLIGENT TECHNIQUES

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

Integration of multiple AI technologies into a single application Takes advantage of best features of technologies Hybrid AI Systems OTHER INTELLIGENT TECHNIQUES

Software programs Use built-in or learned knowledge base to carry out specific, repetitive, and predictable tasks or make decisions on the user’s behalf. Intelligent Agents OTHER INTELLIGENT TECHNIQUES