C11- Managing Knowledge

The Knowledge Management Landscape About Knowledge Knowledge is a firm asset: Data: Flow of events or transactions captured by organization’s systems Knowledge: Cognitive event in people's heads; know how; situational Knowledge Management: The set of business processes developed in an organization to create, store, transfer, and apply knowledge Intangible asset Requires organizational resources Can be source of competitive advantage The Knowledge Management Landscape 15-4

The Knowledge Management Landscape The KM value chain Knowledge acquisition, Knowledge storage, Knowledge dissemination, Knowledge application The Knowledge Management Landscape 15-6

Types of KMSystems 15-10 Enterprise-wide Knowledge Management System There are three major categories of knowledge management systems, and each can be broken down further into more specialized types of knowledge management systems. Enterprise-wide Knowledge Management System 15-10

Enterprise-wide KMS Knowledge repository Structured Knowledge System A collection of internal and external knowledge in a single location for management and utilization by the organization Structured Knowledge System Knowledge repository for explicit knowledge –formal, structured text documents and reports or presentations Needs to be accessible Enterprise-wide Knowledge Management System

Knowledge Systems Semi-structured Knowledge Systems Knowledge repository for less-structured documents, such as e-mail, voicemail, chat room exchanges, videos, digital images, brochures, bulletin boards Also known as digital asset management systems Organizing Knowledge: Taxonomies and Tagging Taxonomy: Scheme of classifying information and knowledge for easy retrieval Tagging: Marking of documents according to knowledge taxonomy Enterprise-wide Knowledge Management System

Knowledge Network Systems Online directory of corporate experts, solutions developed by in-house experts, best practices, FAQs Document and organize “tacit” knowledge Also known as expertise location and management systems Enterprise-wide Knowledge Management System

The Problem of Distributed Knowledge Enterprise-wide Knowledge Management System

The Ask-Me Knowledge Network System Enterprise-wide Knowledge Management System 15-16

Supporting Technologies: Portals, Collaboration Tools, and Learning Management Systems Learning Management Systems (LMS): Provides tools for the management, delivery, tracking, and assessment of various types of employee learning and training Integrates systems from human resources, accounting, sales in order to identify and quantify business impact of employee learning programs Enterprise-wide Knowledge Management System

Knowledge Workers and Knowledge Work key roles of knowledge workers: Keeping the organization current in knowledge as it develops in the external world – in technology, science, social thought, and the arts Serving as internal consultants regarding the areas of their knowledge, the changes taking place, and opportunities Enterprise-wide Knowledge Management System

Requirements of Knowledge Work Systems

Examples of Knowledge Work Systems Computer-aided Design Information system that automates the creation and revision of industrial and manufacturing designs using sophisticated graphics software Virtual Reality Interactive graphics software and hardware that create computer-generated simulations that emulate real-world activities or photorealistic simulations Knowledge Work Systems

Knowledge Discovery Intelligent Agents Identification of underlying patterns, categories, and behaviours in large data sets, using techniques such as data mining Intelligent Agents automating tasks like searching for information for e-commerce, supply chain management Intelligent Techniques

Capturing Knowledge: Expert Systems (ES)‏ How Expert Systems Work Two strategies for searching the rule base in an ES Forward Chaining: Begins with the information entered by the user and searches the rule base to arrive at a conclusion Backward Chaining: Acts like a problem solver by beginning with hypothesis and seeking out more information until the hypothesis is either proved or disproved Intelligent Techniques

Capturing Knowledge: Expert Systems (ES)‏ Knowledge Engineer: A specialist who elicits information and expertise from other professionals and translates it into a set of rules for an expert system Intelligent Techniques

Organizational Intelligence Case-Based Reasoning (CBR) Knowledge system that represents knowledge as a base of cases and solutions Searches for stored cases with problem characteristics similar to the new case and applies solutions of the old case to the new case Rules in an expert system Coming up Intelligent Techniques

Intelligent Techniques 15-21

Intelligent Techniques 15-22

Case-Based Reasoning Intelligent Techniques 15-24

Intelligent Agents in P&G’s Supply Chain Network Intelligent agents are helping Procter & Gamble shorten the replenishment cycles for products such as a box of Tide. Intelligent Techniques 15-28