KNOWLEDGE CODIFICATION Lecture Six (Chapter 6, Notes; Chapter 7, Textbook)

Review of Lecture 5 Consensus Decision Making Repertory Grid On-site Observation (Action Protocol) Consensus Decision Making Consensus Decision Making Repertory Grid Nominal Group Technique Delphi Method Concept Mapping Blackboarding Brainstorming (Conventional & Electronic) Today, we will learn about the KMSLC, that is the actual stages involved in the development of a working KMS: First, I will highlight several major challenges one might face when constructing KM systems. This will set the stage for the remaining discussion on KMSLC. For some of you, you might be familiar with the system development life cycle for conventional systems. But how about KMSLC? What are the main similarities and differences between the conventional life cycle and the KMSLC that we will be learning today? Next, we will attempt to understand some characteristics of a user (or person using a system) as compared to an expert who are knowledgeable in an area where we are attempting to apply KM. Altogether, we can identify 8 distinct stages in a KMSLC (at least as outlined in our textbook by Awad and Ghaziri). For the most part, the stages are sequential. But, there are certain stages that are iterative because of the methodology applied in developing KMS.

Review of Lecture 5 (Cont’d) Delphi Method Consensus Decision Making Repertory Grid Nominal Group Technique Delphi Method Concept Mapping Blackboarding Repertory Grid Construct T1 T2 T3 1 Inexperience 3 1 2 Appearance 2 … 5 Late Today, we will learn about the KMSLC, that is the actual stages involved in the development of a working KMS: First, I will highlight several major challenges one might face when constructing KM systems. This will set the stage for the remaining discussion on KMSLC. For some of you, you might be familiar with the system development life cycle for conventional systems. But how about KMSLC? What are the main similarities and differences between the conventional life cycle and the KMSLC that we will be learning today? Next, we will attempt to understand some characteristics of a user (or person using a system) as compared to an expert who are knowledgeable in an area where we are attempting to apply KM. Altogether, we can identify 8 distinct stages in a KMSLC (at least as outlined in our textbook by Awad and Ghaziri). For the most part, the stages are sequential. But, there are certain stages that are iterative because of the methodology applied in developing KMS. Nominal Group Technique

Concept Map Blackboarding White horse Beard At chimneys On roofs Birthday has rides Spain listens has climbs lives in lives in SAINT NICOLAS helper of BLACK PETER not same as gives brings Santa Clause Presents Blackboarding

This Week’s Objectives What Does Knowledge Codification Involve? Benefits of Knowledge Codification Pre Knowledge Codification Questions Tools and Procedures The Role of Planning Today, we will learn about the KMSLC, that is the actual stages involved in the development of a working KMS: First, I will highlight several major challenges one might face when constructing KM systems. This will set the stage for the remaining discussion on KMSLC. For some of you, you might be familiar with the system development life cycle for conventional systems. But how about KMSLC? What are the main similarities and differences between the conventional life cycle and the KMSLC that we will be learning today? Next, we will attempt to understand some characteristics of a user (or person using a system) as compared to an expert who are knowledgeable in an area where we are attempting to apply KM. Altogether, we can identify 8 distinct stages in a KMSLC (at least as outlined in our textbook by Awad and Ghaziri). For the most part, the stages are sequential. But, there are certain stages that are iterative because of the methodology applied in developing KMS.

Knowledge Codification in the KM System Life Cycle Capture Tools Programs, books, articles, experts Intelligence gathering Decision tables, Decision trees, frames maps, rules KNOWLEDGE CAPTURE (Creation) KNOWLEDGE CODIFICATION DATABASES TESTING AND DEPLOYMENT Explicit Knowledge KNOWLEDGE SHARING KNOWLEDGE TRANSFER KNOWLEDGE BASE GOAL

What Does Knowledge Codification Involve? Converting “tacit knowledge” into “explicit usable form” Converting “undocumented” information into “documented” information Representing and organizing knowledge before it is accessed It is making institutional knowledge visible, accessible, and usable for decision making

Benefits of Knowledge Codification Instruction/training—promoting training of junior personnel based on captured knowledge of senior employees Prediction—inferring the likely outcome of a given situation and flashing a proper warning or suggestion for corrective action Diagnosis—addressing identifiable symptoms of specific causal factors Planning/scheduling—mapping out an entire course of action before any steps are taken

Pre-KC Questions What organizational goals will the codified knowledge serve? Why is the knowledge useful? How would one codify knowledge?

Some Codification Tools Knowledge Map Decision Table Decision Tree Frames Production Rules Case-based Reasoning Today, we will learn about the KMSLC, that is the actual stages involved in the development of a working KMS: First, I will highlight several major challenges one might face when constructing KM systems. This will set the stage for the remaining discussion on KMSLC. For some of you, you might be familiar with the system development life cycle for conventional systems. But how about KMSLC? What are the main similarities and differences between the conventional life cycle and the KMSLC that we will be learning today? Next, we will attempt to understand some characteristics of a user (or person using a system) as compared to an expert who are knowledgeable in an area where we are attempting to apply KM. Altogether, we can identify 8 distinct stages in a KMSLC (at least as outlined in our textbook by Awad and Ghaziri). For the most part, the stages are sequential. But, there are certain stages that are iterative because of the methodology applied in developing KMS.

Knowledge Map Visual representation of knowledge, not a repository Identify strengths to exploit and missing knowledge gaps to fill Can be applied in Knowledge Capture A straightforward directory that points people to where they can find certain expertise Capture both explicit and tacit knowledge in documents and in experts’ heads

Knowledge Map (Relationships among Departments) www.nwlnk.com Copyright 2004

The Building Cycle Once where knowledge resides is known, simply point to it and add instructions on how to get there An intranet is a common medium for publishing knowledge maps Main criteria: clarity of purpose, ease of use, accuracy and currency of content

Decision Trees Composed of nodes representing goals and links representing decisions or outcomes All nodes except the root node are instances of the primary goal. (See next figure) Often a step before actual codification Ability to verify logic graphically in problems involving complex situations that result in a limited number of actions

Discount Policy (A Decision Tree) Order size ? 6 or more copies Discount is 25% Customer is bookstore Discount ? Discount is NIL Less than 6 copies Bookstore Discount Policy Discount ? 50 or more copies Discount is 15% Not a bookstore Discount ? Order size ? 20-49 copies Discount is 10% Customer is library or individual Discount ? 6-19 copies Discount is 5% Less than 6 copies Discount ? Discount is NIL

Decision Tables More like a spreadsheet—divided into a list of conditions and their respective values and a list of conclusions Conditions are matched against conclusions (See next table)

Discount Policy (A Decision Table) Condition Stub Condition Entry 1 2 3 4 5 6 Customer is bookstore Order size > 6 copies Customer is librarian/individual IF Order size 50 copies or more (condition) Order size 20-49 copies Order size 6-19 copies   Y Y N N N N Y N N N N N Y Y Y Y Y N N N Y N N Y N Allow 25% discount Allow 15% discount Allow 10% discount THEN Allow 5% discount (action) Allow no discount X X X Action Stub Action Entry

Frames Represent knowledge about a particular idea in a data structure Handle a combination of declarative and operational knowledge, which make it easier to understand the problem domain Have a slot (a specific object or an attribute of an entity) and a facet (the value of an object or a slot) When all the slots are filled with values, the frame is considered instantiated

An Automobile Example Generic COUPE Frame Specialization: AUTOMOBILE Generalization: (SMITH’S AUTOMOBILE, HANSON’S AUTOMOBILE) Doors: 2 Generic AUTOMOBILE Frame Specialization: VEHICLE Generalization: (STATION-WAGON, COUPE, SEDAN) . Year: Range: (1940 – 1990) If-Changed: (ERROR: Value cannot be modified) SMITH’S AUTOMOBILE Frame Specialization: COUPE . Year: 1990 Doors: ( )

Production Rules Tacit knowledge codification in the form of premise-action pairs Rules are conditional statement that specify an action to be taken if a certain condition is true The form is IF… THEN, or IF…THEN…ELSE Example: IF income is “average” and pay_history is “good” THEN recommendation is “approve loan”

Case-Based Reasoning (CBR) CBR is reasoning from relevant past cases in a manner similar to humans’ use of past experiences to arrive at conclusions Goal is to bring up the most similar historical cases that match the current case More time savings than rule-based systems Requires rigorous initial planning of all possible variables

Generic CBR Process User User Partial Description of a New Problem Submits Specify Attributes of Problem User Similar Cases Match Attributes to Those in Case Base Case Base User

Role of Planning (Earlier Steps) Breaking the KM system into modules Looking at partial solutions Linking partial solutions via rules and procedures to arrive at the final solution Making rules easier to review and understand

Role of Planning (Latter Steps) Deciding on the programming language Selecting the right software package Developing user interface and consultation facilities Arranging for the verification and validation of the system

End of Lecture Six This end the Lecture 2. The next lecture, we will cover Knowledge Creation and Knowledge Architecture.

Stages of KMSLC Iterative Rapid Prototyping Evaluate Existing Infrastructure Knowledge Capture Design KM Blueprint Verify and validate the KM System Implement the KM System Manage Change and Rewards Structure Form the KM Team Post-system evaluation Iterative Rapid Prototyping KM system development life cycle is largely composed of 8 stages, which we will briefly discuss in the remaining slides. You should obtain description of their details in both the lecture notes and the prescribed text.