Knowledge Work Systems MIS 2000 Class 16 Knowledge Processes & Knowledge Work Systems Updated 2017

Outline Importance of knowledge Knowledge worker Knowledge concept & types Knowledge management process Knowledge Works Systems (KWS) Knowledge culture Summary

Importance of Knowledge Why do you study? Some companies thrive on knowledge (3M, Accenture, Microsoft, Apple). New products materialize new knowledge. Some successful companies get overrun by competition because they neglected to advance product knowledge. The same applies to individual professionals. Knowledge rocks! Without knowledge you wont’ be able to “get” any information (you need knowledge of language, reading, concepts...).

Knowledge and Occupations Knowledge worker is a professional that intensely applies (uses) domain knowledge at work and/or generates it (analysts, R+D). In contrast, clerk mostly processes data (collection, formatting entering in forms or IS, running IS) manager mostly interprets documents (gets informed) Manipulate/ process data Interprets documents and analysis to draw information Apply knowledge on solving biz problem Produce biz documents Create analysis, research (pieces of knowledge) Clerk Manager Professional

Knowledge Knowledge refers to understanding what something is, why something is, and how to do something: - What: concepts, concepts’ relationships, taxonomies - Know-how (procedures): How-to do something, analysis/synthesis, how to generate new knowledge - Why: understanding cause-effect relationships (special relationship) Knowledge acquisition is incremental Knowledge is never complete, or 100% correct

Three Knowledge Taxonomies Source view:* Theoretical (science, theories) vs. Experiential knowledge (practical, personal, via doing) Communication view: Explicit Can be communicated Definitions, taxonomies, theories, procedures, cases Tacit Difficult to communicate Experiential, analysis & synthesis skills Mgt. goal to extract it, holders of tacit knowledge may resist Economic view: Human Capital (in people) vs. Structural Capital (in things, including technology) Human capital is outside of IS but it is shareable via communication that can be supported by comm. systems. Structural capital is knowledge that is implemented in business processes, machinery, IS – all of which can also be described in documents (Document Management Systems). Theoretical knowledge can be both documented and communicated. Similarly, experience is communicable (verbally, visually) and can be documented with appropriate resource allocations. Tacit knowledge is deeply personal and even the knowledge holder cannot explain it fully. It escapes attempts of both documenting and communicating it. Refer to the problems of designing the knowledge base, a part of an Expert System (later slides). IS can be used for documenting and/or communicating all forms of knowledge but tacit.*

Knowledge Management Process A sequence of activities from knowledge generation to discarding. The process is circular and it keeps repeating.

Knowledge Work Systems (KWS) Gener-ate Codify & Store Share Utilize Update Document Management System yes Case Based Reasoning System (CBRS) Expert System (ES) Artificial Neural Network System (ANNS) The table maps KWS into steps of knowledge management process.

KWS: Document Management System Document Management System (DMS) = Searchable repository of documents that codify knowledge in a formal way. Similarities with File Sharing System, a type of GSS. DMS is different in knowledge content and in formal codification applied. Used in corporate learning centers, and by individuals and groups in their regular job. DMS is a standard system in consulting firms (e.g., Accenture).

Expert System KWS that codifies the expertise of people in the form of if-then rules. User Interface Inference Engine Creates reasoning path by reading K-base and user’s inputs Knowledge Base (K-Base) If-then rules linked in decision tress to represent expert knowledge Used in account auditing, medical diagnosing, troubleshooting of machinery, health care (Medical underwriting system at Blue Cross), financial industry (CLUES system for loan underwriting), oil & mining. Benefit (main): Expert knowledge shared with non-experts. More on expert systems...

KWS: Case-Based Reasoning System (descriptions of problems, prob. solving processes, and solutions) User Interface Index Case-Based Reasoning (CBR): Represents knowledge as cases – descriptions of problems with solutions (like in law). CBS systems are used in help desks, conflict resolution, professional problem solving that cannot be reduced to if-then rules, instructional systems, medical diagnosing (teaching how to do something – procedural knowledge). Procedure of using CBR system involves user’s input of keywords and the system’s search for the best fit between the input and documents that may help in solving the user’s problem. New knowledge may also result from using CBR system. Demo: https://www.youtube.com/watch?v=W2_R8l-2Ues (criminal case) https://www.youtube.com/watch?v=tePGWicNoqA (navigation, basic general explanation; plus sequel videos) Case-based reasoning has been formalized for purposes of computer reasoning as a four-step process: Retrieve: Given a target problem, retrieve from memory cases relevant to solving it. A case consists of a problem, its solution, and, typically, annotations about how the solution was derived. For example, suppose Fred wants to prepare blueberry pancakes. Being a novice cook, the most relevant experience he can recall is one in which he successfully made plain pancakes. The procedure he followed for making the plain pancakes, together with justifications for decisions made along the way, constitutes Fred's retrieved case. Reuse: Map the solution from the previous case to the target problem. This may involve adapting the solution as needed to fit the new situation. In the pancake example, Fred must adapt his retrieved solution to include the addition of blueberries. Revise: Having mapped the previous solution to the target situation, test the new solution in the real world (or a simulation) and, if necessary, revise. Suppose Fred adapted his pancake solution by adding blueberries to the batter. After mixing, he discovers that the batter has turned blue – an undesired effect. This suggests the following revision: delay the addition of blueberries until after the batter has been ladled into the pan. Retain: After the solution has been successfully adapted to the target problem, store the resulting experience as a new case in memory. Fred, accordingly, records his new-found procedure for making blueberry pancakes, thereby enriching his set of stored experiences, and better preparing him for future pancake-making demands. (Source: http://en.wikipedia.org/wiki/Case-based_reasoning#Process) Mhmmm… an interesting case, indeed!

Artificial Neural Network (ANN) System ANN System simulates human brain’s cells (neurons) and connections. Used for pattern recognition (text, image, voice). Connection patterns get created, which allows ANN System to make some inferences. The inferences are represented in form of graphics, numerical figures, text, etc. Hidden layer strengthens connections between APPLE and COMPUTER. Therefore, the text is about high-tech part of California’s economy and not about agriculture. APPLE COMP- UTER FRUIT COMP. Demo: http://www.alyuda.com/products/tradecision/take_a_tour.htm ANN with 3 layers of “neurons”

Organizational Culture and Knowledge Knowledge culture systematically supports the entire knowledge process. Examples: Accenture, 3M, Microsoft… Beliefs and behaviors related to knowledge at Accenture: Beliefs & practices on generation & sharing of knowledge: Knowledge should be continually created and shared. Beliefs on role of knowledge in business: knowledge should contribute directly to profit objectives. Assumptions about purpose KWS: KWS should enable storing and efficient access to knowledge content, and contribute directly to profitability.

Knowledge Culture Knowledge culture may be facilitated by teamwork – important in knowledge creation and particularly sharing. May help uncovering tacit knowledge.

Summary Knowledge worker is a professional that intensely applies/generates knowledge at work. Knowledge refers to understanding what something is, why something is, and how to do something. Develops gradually and is never perfect. Knowledge kinds: Theoretical & practical; explicit & implicit; memorized & materialized. Knowledge mgt. process is cyclical and includes generation, codifying/storing, sharing, utilizing, & updating/discarding. Knowledge work systems (KWS) studied are Document Management System, Expert System, Case-Based Reasoning System, and Artificial Neural Network. They support different phases of knowledge process (slide 8). Any company should pay attention to managing knowledge. Knowledge culture exists in a company that systematically supports entire knowledge management process (e.g., Accenture).