1. 15. MANAGING KNOWLEDGE 15.1

2. INFORMATION SYSTEM INFORMATIONSYSTEM BUSINESSCHALLENGE BUSINESSSOLUTIONS MANAGEMENTINFORMATIONTECHNOLOGYORGANIZATION 15.2 ENHANCING PRODUCTIVITY OF KNOWLEDGE WORKERS CREATING ROBUST EXPERT SYSTEMS DETERMINING APPROPRIATE APPLICATIONS FOR ARTIFICIAL INTELLIGENCE

3. KNOWLEDGE MANAGEMENT IN THE ORGANIZATION KNOWLEDGE MANAGEMENT: Systematically & Actively Managing and Leveraging Stores of Knowledge Stores of Knowledge in an Organization * 15.3

4. KNOWLEDGE MANAGEMENT IN THE ORGANIZATION KNOWLEDGE MANAGEMENT: Office Automation Systems (OAS)Office Automation Systems (OAS) Knowledge Work Systems (KWS)Knowledge Work Systems (KWS) Group Collaboration Systems (GCS)Group Collaboration Systems (GCS) Artificial Intelligence Applications (AI)Artificial Intelligence Applications (AI) ESPECIALLY USEFUL TO KNOWLEDGE MANAGEMENT... * 15.4

5. INFORMATION AND KNOWLEDGE WORK SYSTEMS INFORMATION WORK: Work Consists Primarily of Creating, Processing InformationINFORMATION WORK: Work Consists Primarily of Creating, Processing Information DATA WORKERS: People who Process & Disseminate Organization’s PaperworkDATA WORKERS: People who Process & Disseminate Organization’s Paperwork KNOWLEDGE WORKERS: People who Design Products or Services or Create new Knowledge for OrganizationKNOWLEDGE WORKERS: People who Design Products or Services or Create new Knowledge for Organization* 15.5

6. DISTRIBUTE KNOWLEDGE OFFICE AUTOMATION SYSTEMS: WORD PROCESSINGWORD PROCESSING DESKTOP PUBLISHINGDESKTOP PUBLISHING IMAGINGIMAGING ELECTRONIC CALENDARSELECTRONIC CALENDARS DESKTOP DATABASESDESKTOP DATABASES VOICE MAILVOICE MAIL VIDEO CONFERENCINGVIDEO CONFERENCING* 15.6

7. DISTRIBUTE KNOWLEDGE OFFICE AUTOMATION SYSTEMS: DOCUMENT IMAGING SYSTEMS: Systems Convert Documents, Images Into Digital Form (e.g.: Optical Character Recognition; Microfiche)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 DisksJUKEBOX: Storage & Retrieving Device for CD-ROMs & Other Optical Disks INDEX SERVER: Imaging System to Store / Retrieve DocumentINDEX SERVER: Imaging System to Store / Retrieve Document* 15.7

8. DISTRIBUTE KNOWLEDGE OFFICE AUTOMATION SYSTEMS: 1. Manage, Coordinate Work of Data & Knowledge Workers 2. Connect Local Information with all Levels, Functions of Organization 3. Connect Organization to External World * 15.8

9. OFFICE ACTIVITY OFFICE ACTIVITY TECHNOLOGY TECHNOLOGY MANAGING DOCUMENTS WORD PROCESSING; DESKTOP PUBLISHING DOCUMENT IMAGING; WORK FLOW MANAGERS SCHEDULING ELECTRONIC CALENDARS; GROUPWARE COMMUNICATING E-MAIL; VOICE MAIL; DIGITAL ANSWERING SYSTEMS; GROUPWARE MANAGING DATA DESKTOP DATABASES; SPREADSHEETS; USER-FRIENDLY MAINFRAME INTERFACES TYPICAL OFFICE INFORMATION SYSTEMS 15.9

10. CREATE KNOWLEDGE KNOWLEDGE WORK SYSTEMS: INFORMATION SYSTEMS THAT AID KNOWLEDGE WORKERS TO CREATE, INTEGRATE NEW KNOWLEDGE IN ORGANIZATION * 15.10

11. CAD: Computer Aided Design Automates Creation, Revision of Products, ServicesCAD: Computer Aided Design Automates Creation, Revision of Products, Services VIRTUAL REALITY: Interactive Software Creates Simulations of Real World ActivitiesVIRTUAL REALITY: Interactive Software Creates Simulations of Real World Activities INVESTMENT WORK STATIONS: Special Work Station to Access, Manipulate Massive Amounts of Financial DataINVESTMENT WORK STATIONS: Special Work Station to Access, Manipulate Massive Amounts of Financial Data* CREATE KNOWLEDGE KNOWLEDGE WORKERS: 15.11

12. CREATE KNOWLEDGE KNOWLEDGE WORKERS: KEEP ORGANIZATION UP-TO-DATE IN KNOWLEDGE: Technology; Science; Thought; the ArtsKEEP ORGANIZATION UP-TO-DATE IN KNOWLEDGE: Technology; Science; Thought; the Arts INTERNAL CONSULTANTS IN THEIR AREASINTERNAL CONSULTANTS IN THEIR AREAS CHANGE AGENTS: Evaluating; Initiating; Promoting Change ProjectsCHANGE AGENTS: Evaluating; Initiating; Promoting Change Projects* 15.12

13. SHARE KNOWLEDGE GROUP COLLABORATION SYSTEMS: GROUPWARE: Allows Interactive Collaboration, Approval of DocumentsGROUPWARE: Allows Interactive Collaboration, Approval of Documents INTRANETS: Good for Relatively Stable Information in Central RepositoryINTRANETS: Good for Relatively Stable Information in Central Repository LOTUS NOTES TM IBM : Popular Proprietary Software; Flexible Changes, Updates, Editing; More Secure than IntranetsLOTUS NOTES TM IBM : Popular Proprietary Software; Flexible Changes, Updates, Editing; More Secure than Intranets* 15.13

14. GROUPWARE TOOLS WORLD WIDE WEB DOCUMENTS WITH MANY COLLABORATING AUTHORS SINGLE AUTHOR DATA REQUIRE FREQUENT UPDATING DATA RELATIVELY STATIC APPLICATIONS WITH DATA AT MULTIPLE SITES ONE SOURCE OF DATA ACCESSED BY ANYONE HIGH SECURITY REQUIREMENTS GROUP COLLABORATIVE CAPABILITIES GROUPWARE VS. WWW 15.14

15. CAPTURE & CODIFY KNOWLEDGE ARTIFICIAL INTELLIGENCE (AI) SYSTEMS: CAPTURE & CODIFY KNOWLEDGE ARTIFICIAL INTELLIGENCE (AI) SYSTEMS: AI: Computer-based Systems With Abilities to Learn Language, Accomplish Tasks, use Perceptual Apparatus, Emulate Human Expertise & Decision MakingAI: Computer-based Systems With Abilities to Learn Language, Accomplish Tasks, use Perceptual Apparatus, Emulate Human Expertise & Decision Making EXPERT SYSTEMSEXPERT SYSTEMS NEURAL NETSNEURAL NETS FUZZY LOGICFUZZY LOGIC GENETIC ALGORITHMSGENETIC ALGORITHMS* 15.15 AI

16. 15.16 AI FAMILY NATURAL LANGUAGE ROBOTICS PERCEPTIVE SYSTEMS EXPERT SYSTEMS INTELLIGENT MACHINES ARTIFICIAL INTELLIGENCE AI

17. BUSINESS INTERESTS IN AI BUSINESS INTERESTS IN AI PRESERVE EXPERTISEPRESERVE EXPERTISE CREATE KNOWLEDGE BASECREATE KNOWLEDGE BASE MECHANISM NOT SUBJECT TO FEELINGS, FATIGUE, WORRY, CRISISMECHANISM NOT SUBJECT TO FEELINGS, FATIGUE, WORRY, CRISIS ELIMINATE ROUTINE / UNSATISFYING JOBSELIMINATE ROUTINE / UNSATISFYING JOBS ENHANCE KNOWLEDGE BASEENHANCE KNOWLEDGE BASE* 15.17

18. EXPERT SYSTEMS EXPERT SYSTEMS KNOWLEDGE - INTENSIVE CAPTURES HUMAN EXPERTISE IN LIMITED DOMAINS OF KNOWLEDGE * 15.18 AI

19. EXPERT SYSTEMS EXPERT SYSTEMS KNOWLEDGE BASE: Model of Human KnowledgeKNOWLEDGE BASE: Model of Human Knowledge RULE - BASED EXPERT SYSTEM : AI System Based on IF - THEN Statements (Bifurcation); Rule Base: Collection of IF - THEN KnowledgeRULE - BASED EXPERT SYSTEM : AI System Based on IF - THEN Statements (Bifurcation); Rule Base: Collection of IF - THEN Knowledge SEMANTIC NETS: Uses Property of INHERITANCE to Organize, Classify Interrelated CharacteristicsSEMANTIC NETS: Uses Property of INHERITANCE to Organize, Classify Interrelated Characteristics* 15.19

20. EXPERT SYSTEMS EXPERT SYSTEMS AI SHELL: Programming Environment of Expert SystemAI SHELL: Programming Environment of Expert System INFERENCE ENGINE: Search Through Rule BaseINFERENCE 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 * 15.20 AI

21. EXPERT SYSTEMS EXPERT SYSTEMS LIMITATIONS: Often Reduced to Problems of ClassificationOften Reduced to Problems of Classification Can be Large, Lengthy, ExpensiveCan be Large, Lengthy, Expensive Maintaining Knowledge Base CriticalMaintaining Knowledge Base Critical Many Managers Unwilling to Trust such SystemsMany Managers Unwilling to Trust such Systems* 15.21 AI

22. CASE - BASED REASON CASE - BASED REASON AI USES DATABASE OF CASES: USER DESCRIBES PROBLEMUSER DESCRIBES PROBLEM SYSTEM SEARCHES DATABASE FOR SIMILAR CASESSYSTEM SEARCHES DATABASE FOR SIMILAR CASES SYSTEM ASKS MORE QUESTIONSSYSTEM ASKS MORE QUESTIONS FINDS CLOSEST FITFINDS CLOSEST FIT MODIFIES IF REQUIREDMODIFIES IF REQUIRED* 15.22 AI

23. OTHER AI TECHNIQUES OTHER AI TECHNIQUES NEURAL NETWORKS: Software Attempts to Emulate Brain ProcessesNEURAL NETWORKS: Software Attempts to Emulate Brain Processes FUZZY LOGIC: Tolerates Ambiguity Using Nonspecific MEMBERSHIP FUNCTIONSFUZZY LOGIC: Tolerates Ambiguity Using Nonspecific MEMBERSHIP FUNCTIONS GENETIC ALGORITHMS: Use Models of Organisms to Promote Evolution of SolutionGENETIC ALGORITHMS: Use Models of Organisms to Promote Evolution of Solution* 15.23 AI

24. 15. MANAGING KNOWLEDGE 15.24