Fundamentals of Information Systems Fourth Edition Chapter 7 Knowledge Management and Specialized Information Systems

Principles and Learning Objectives Knowledge management allows organizations to share knowledge and experience among their managers and employees Discuss the differences among data, information, and knowledge Describe the role of the chief knowledge officer (CKO) List some of the tools and techniques used in knowledge management Fundamentals of Information Systems, Fourth Edition

Principles and Learning Objectives (continued) Artificial intelligence systems form a broad and diverse set of systems that can replicate human decision making for certain types of well-defined problems Define the term artificial intelligence and state the objective of developing artificial intelligence systems List the characteristics of intelligent behavior and compare the performance of natural and artificial intelligence systems for each characteristic Identify the major components of the artificial intelligence field and provide one example of each type of system Fundamentals of Information Systems, Fourth Edition

Principles and Learning Objectives (continued) Expert systems can enable a novice to perform at the level of an expert but must be developed and maintained very carefully List the characteristics and basic components of expert systems Identify at least three factors to consider in evaluating the development of an expert system Outline and briefly explain the steps for developing an expert system Identify the benefits associated with the use of expert systems Fundamentals of Information Systems, Fourth Edition

Principles and Learning Objectives (continued) Virtual reality systems can reshape the interface between people and information technology by offering new ways to communicate information, visualize processes, and express ideas creatively Define the term virtual reality and provide three examples of virtual reality applications Fundamentals of Information Systems, Fourth Edition

Principles and Learning Objectives (continued) Specialized systems can help organizations and individuals achieve their goals Discuss examples of specialized systems for organizational and individual use Fundamentals of Information Systems, Fourth Edition

Why Learn About Specialized Information Systems? Knowledge management (KM) and specialized information systems are used in many industries Examples Manager might use KM to correct a problem Automotive manager might use KM to oversee robots Stock trader might use a neural network to uncover patterns in stock prices Fundamentals of Information Systems, Fourth Edition

Knowledge Management Systems Knowledge: awareness and understanding of a set of information and the ways that information can be made useful to support a specific task or reach a decision Knowledge management system (KMS): organized collection of people, procedures, software, databases, and devices used to create, store, share, and use the organization’s knowledge and experience Fundamentals of Information Systems, Fourth Edition

Overview of Knowledge Management Systems KMS can involve different types of knowledge Explicit knowledge Objective Can be measured and documented in reports, papers, and rules Tacit knowledge Hard to measure and document Typically not objective or formalized Fundamentals of Information Systems, Fourth Edition

Data and Knowledge Management Workers and Communities of Practice Personnel involved in a KMS include: Data workers: secretaries, administrative assistants, bookkeepers, other data-entry personnel Knowledge workers: people who create, use, and disseminate knowledge Examples: professionals in science, engineering, and business; writers; researchers; educators; corporate designers Fundamentals of Information Systems, Fourth Edition

Data and Knowledge Management Workers and Communities of Practice (continued) Chief knowledge officer (CKO): top-level executive who helps the organization use a KMS to create, store, and use knowledge to achieve organizational goals Communities of practice (COP): group of people dedicated to a common discipline or practice, such as open-source software, auditing, medicine, or engineering Excel at obtaining, storing, sharing, and using knowledge Fundamentals of Information Systems, Fourth Edition

Obtaining, Storing, Sharing, and Using Knowledge Obtaining, storing, sharing, and using knowledge is the key to any KMS Knowledge workers often work in teams to create or obtain knowledge Knowledge repository stores knowledge including documents, reports, files, and databases Knowledge workers use collaborative work software and group support systems to share knowledge Fundamentals of Information Systems, Fourth Edition

Obtaining, Storing, Sharing, and Using Knowledge (continued) Figure 7.3: Knowledge Management System Fundamentals of Information Systems, Fourth Edition

Obtaining, Storing, Sharing, and Using Knowledge (continued) Intranets and password-protected Internet sites also provide ways to share knowledge Knowledge map points knowledge workers to needed knowledge Organizations need to protect knowledge from competitors, hackers, and others who shouldn’t obtain the organization’s knowledge Patents, copyrights, trade secrets, Internet firewalls, and other measures are used to protect important knowledge Fundamentals of Information Systems, Fourth Edition

Technology to Support Knowledge Management Tools for capturing and using knowledge include: Data mining and business intelligence Enterprise resource planning tools, such as SAP Groupware Examples of specific KM products IBM’s Lotus Notes, Domino Microsoft’s Digital Dashboard, Web Store Technology, Access Workflow Designer Fundamentals of Information Systems, Fourth Edition

Technology to Support Knowledge Management (continued) Table 7.1: Additional Knowledge Management Organizations and Resources Fundamentals of Information Systems, Fourth Edition

An Overview of Artificial Intelligence Artificial intelligence (AI): ability of computers to mimic or duplicate the functions of the human brain AI-based computer systems have many applications in different fields, such as: Medical diagnoses Exploration for natural resources Determining what is wrong with mechanical devices Assisting in designing and developing other computer systems Fundamentals of Information Systems, Fourth Edition

Artificial Intelligence in Perspective Artificial intelligence systems: people, procedures, hardware, software, data, and knowledge needed to develop computer systems and machines that demonstrate the characteristics of intelligence Fundamentals of Information Systems, Fourth Edition

The Nature of Intelligence Learn from experience and apply knowledge acquired from experience Example: computerized AI chess software Handle complex situations Solve problems when important information is missing Determine what is important React quickly and correctly to a new situation Fundamentals of Information Systems, Fourth Edition

The Nature of Intelligence (continued) Understand visual images Perceptive system: approximates the way humans hear, see, or feel objects Process and manipulate symbols On a limited basis with machine-vision hardware and software Be creative and imaginative Example: writing short stories Use heuristics Obtaining good solutions (rather than the optimal) through approximation Fundamentals of Information Systems, Fourth Edition

The Difference Between Natural and Artificial Intelligence Table 7.2: A Comparison of Natural and Artificial Intelligence Fundamentals of Information Systems, Fourth Edition

The Major Branches of Artificial Intelligence Figure 7.5: A Conceptual Model of Artificial Intelligence Fundamentals of Information Systems, Fourth Edition

Expert Systems Hardware and software that stores knowledge and makes inferences, similar to a human expert Used in many business applications Fundamentals of Information Systems, Fourth Edition

Robotics Mechanical or computer devices that perform tasks requiring a high degree of precision or that are tedious or hazardous for humans Contemporary robotics combines high-precision machine capabilities with sophisticated controlling software Many applications of robotics exist today Research into robots is continuing Fundamentals of Information Systems, Fourth Edition

Robotics (continued) Robots can be used in situations that are hazardous or inaccessible to humans. The Rover was a remote-controlled robot used by NASA to explore the surface of Mars. Fundamentals of Information Systems, Fourth Edition

Vision Systems Hardware and software that permit computers to capture, store, and manipulate visual images and pictures Used by the U.S. Justice Department to perform fingerprint analysis Can be used in identifying people based on facial features Can be used with robots to give these machines “sight” Fundamentals of Information Systems, Fourth Edition

Natural Language Processing and Voice Recognition Natural language processing: allows the computer to understand and react to statements and commands made in a “natural” language, such as English Voice recognition involves converting sound waves into words Fundamentals of Information Systems, Fourth Edition

Natural Language Processing and Voice Recognition (continued) Dragon Systems’ Naturally Speaking 8 Essentials uses continuous voice recognition, or natural speech, allowing the user to speak to the computer at a normal pace without pausing between words. The spoken words are transcribed immediately onto the computer screen. (Source: Courtesy of Nuance Communications, Inc.) Fundamentals of Information Systems, Fourth Edition

Learning Systems Combination of software and hardware that allows the computer to change how it functions or reacts to situations based on feedback it receives Learning systems software requires feedback on the results of actions or decisions Feedback is used to alter what the system will do in the future Fundamentals of Information Systems, Fourth Edition

Neural Networks Computer system that can simulate the functioning of a human brain Ability to retrieve information even if some of the neural nodes fail Fast modification of stored data as a result of new information Ability to discover relationships and trends in large databases Ability to solve complex problems for which all the information is not present Fundamentals of Information Systems, Fourth Edition

Other Artificial Intelligence Applications Genetic algorithm: an approach to solving large, complex problems in which a number of related operations or models change and evolve until the best one emerges Intelligent agent: programs and a knowledge base used to perform a specific task for a person, a process, or another program Fundamentals of Information Systems, Fourth Edition

An Overview of Expert Systems Like human experts, computerized expert systems use heuristics, or rules of thumb, to arrive at conclusions or make suggestions Used in many fields for a variety of tasks, such as: Designing new products and systems Developing innovative insurance products Increasing the quality of healthcare Determining credit limits for credit cards Determining the best fertilizer mix to use on certain soils Fundamentals of Information Systems, Fourth Edition

An Overview of Expert Systems (continued) Research conducted in AI during the past two decades is resulting in expert systems that: Explore new business possibilities Increase overall profitability Reduce costs Provide superior service to customers and clients Fundamentals of Information Systems, Fourth Edition

When to Use Expert Systems Develop an expert system if it can do any of the following: Provide a high potential payoff or significantly reduce downside risk Capture and preserve irreplaceable human expertise Solve a problem that is not easily solved using traditional programming techniques Develop a system more consistent than human experts Fundamentals of Information Systems, Fourth Edition

When to Use Expert Systems (continued) Develop an expert system if it can do any of the following (continued): Provide expertise needed at a number of locations at the same time or in a hostile environment that is dangerous to human health Provide expertise that is expensive or rare Develop a solution faster than human experts can Provide expertise needed for training and development to share the wisdom and experience of human experts with a large number of people Fundamentals of Information Systems, Fourth Edition

Components of Expert Systems Figure 7.8: Components of an Expert System Fundamentals of Information Systems, Fourth Edition

Components of Expert Systems (continued) Knowledge base: component of an expert system that stores all relevant information, data, rules, cases, and relationships used by the expert system Some tools and techniques for creating a knowledge base are: Assembling human experts Using fuzzy logic: shades of gray; “fuzzy sets” Using rules: IF-THEN statements Using cases: modifying solutions to cases in knowledge base Fundamentals of Information Systems, Fourth Edition

Components of Expert Systems (continued) Figure 7.10: Rules for a Credit Application Fundamentals of Information Systems, Fourth Edition

The Inference Engine Seeks information and relationships from the knowledge base and provides answers, predictions, and suggestions the way a human expert would Backward chaining Starting with conclusions and working backward to supporting facts Forward chaining Starting with facts and working forward to solutions Fundamentals of Information Systems, Fourth Edition

The Explanation Facility Allows a user or decision maker to understand how the expert system arrived at certain conclusions or results Example: allow a doctor to determine the logic or rationale of the diagnosis made by a medical expert system Fundamentals of Information Systems, Fourth Edition

The Knowledge Acquisition Facility Provides convenient and efficient means of capturing and storing all the components of the knowledge base Acts as an interface between experts and the knowledge base Acquisition can be manual or a mixture of manual and automated Knowledge base must be validated and updated frequently Fundamentals of Information Systems, Fourth Edition

The Knowledge Acquisition Facility (continued) Figure 7.11: Knowledge Acquisition Facility Fundamentals of Information Systems, Fourth Edition

The User Interface Specialized user interface software is employed for designing, creating, updating, and using expert systems Main purpose of the user interface is to make the development and use of an expert system easier for users and decision makers Fundamentals of Information Systems, Fourth Edition

Expert Systems Development Figure 7.12: Steps in the Expert System Development Process Fundamentals of Information Systems, Fourth Edition

Participants in Developing and Using Expert Systems Domain expert: individual or group who has the expertise or knowledge one is trying to capture in the expert system Knowledge engineer: individual who has training or experience in the design, development, implementation, and maintenance of an expert system Knowledge user: individual or group who uses and benefits from the expert system Fundamentals of Information Systems, Fourth Edition

Participants in Developing and Using Expert Systems (continued) Figure 7.13: Participants in Expert Systems Development and Use Fundamentals of Information Systems, Fourth Edition

Expert Systems Development Tools and Techniques Traditional programming languages Special programming languages LISP, PROLOG Expert system shells Expert system shell is a collection of software packages and tools used to design, develop, implement, and maintain expert systems Off-the-shelf expert system shells Fundamentals of Information Systems, Fourth Edition

Expert Systems Development Tools and Techniques (continued) Figure 7.14: Expert Systems Development Fundamentals of Information Systems, Fourth Edition

Applications of Expert Systems and Artificial Intelligence Credit granting and loan analysis Stock picking Catching cheats and terrorists Gambling casinos Budgeting Prototype testing programs Games Crossword puzzles Fundamentals of Information Systems, Fourth Edition

Applications of Expert System and Artificial Intelligence (continued) Information management and retrieval Uses bots AI and expert systems embedded in products Antilock braking system, television Plant layout and manufacturing Hospitals and medical facilities Probability of contracting diseases, lab analysis, home diagnosis, appointment scheduling Help desks and assistance Fundamentals of Information Systems, Fourth Edition

Applications of Expert System and Artificial Intelligence (continued) Employee performance evaluation Virus detection Uses neural network technology Repair and maintenance Telephone networks, aerospace equipment Shipping and marketing Warehouse optimization Restocking, location Fundamentals of Information Systems, Fourth Edition

Virtual Reality Virtual reality system: enables one or more users to move and react in a computer-simulated environment Immersive virtual reality: user becomes fully immersed in an artificial, three-dimensional world that is completely generated by a computer Fundamentals of Information Systems, Fourth Edition

Interface Devices Head-mounted display (HMD) CAVE Haptic interface Screens directed at each eye; position tracker CAVE Provides illusion of immersion through projection of stereo images on floors and walls Haptic interface Relays sense of touch and other physical sensations Fundamentals of Information Systems, Fourth Edition

Interface Devices (continued) Military personnel train in an immersive CAVE system Fundamentals of Information Systems, Fourth Edition

Forms of Virtual Reality Immersive virtual reality Mouse-controlled navigation through a three-dimensional environment on a graphics monitor Stereo viewing from the monitor via stereo glasses Stereo projection systems Telepresence systems Fundamentals of Information Systems, Fourth Edition

Virtual Reality Applications Experimental “gesture technology”: may have military applications Medicine: anxiety disorders, pain reduction Education and training: anatomy, history, military training Real estate marketing and tourism: virtual walkthroughs Entertainment: CGI movies and games Fundamentals of Information Systems, Fourth Edition

Other Specialized Systems Segway: electric scooter Computer pens Special-purpose devices that help detect crime Radio-frequency identification (RFID) tags Systems used by the military: 3-D holograms Fundamentals of Information Systems, Fourth Edition

Other Specialized Systems (continued) Game theory: uses information systems to develop competitive strategies Informatics: combines traditional fields with technology Radio transceivers Microsoft’s Smart Personal Objects Technology (SPOT): allows small devices to transmit data over the air Special-purpose bar codes Fundamentals of Information Systems, Fourth Edition

Summary Knowledge management system (KMS): organized collection of people, procedures, software, databases and devices used to create, store, share, and use the organization’s knowledge and experience Communities of practice (COP): group of people dedicated to a common discipline or practice, such as open-source software, auditing, medicine, or engineering Fundamentals of Information Systems, Fourth Edition

Summary (continued) Artificial intelligence (AI): ability of computers to mimic or duplicate the functions of the human brain Artificial intelligence systems: people, procedures, hardware, software, data, and knowledge needed to develop computer systems and machines that demonstrate the characteristics of intelligence Expert system: hardware and software that stores knowledge and makes inferences, similar to a human expert Fundamentals of Information Systems, Fourth Edition

Summary (continued) Robotics: mechanical or computer devices that perform tasks requiring a high degree of precision or that are tedious or hazardous for humans Vision systems: hardware and software that permit computers to capture, store, and manipulate visual images and pictures Natural language processing: allows the computer to understand and react to statements and commands made in a “natural” language, such as English Fundamentals of Information Systems, Fourth Edition

Summary (continued) Learning systems: combination of software and hardware that allows the computer to change how it functions or reacts to situations based on feedback it receives Neural network: computer system that can simulate the functioning of a human brain Virtual reality system: enables one or more users to move and react in a computer-simulated environment Fundamentals of Information Systems, Fourth Edition