10.1 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm 10 MANAGING KNOWLEDGE FOR THE DIGITAL FIRM Chapter

10.2 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Why do businesses today need knowledge management programs and systems for knowledge management?Why do businesses today need knowledge management programs and systems for knowledge management? Which information system applications are most useful for distributing, creating, and sharing knowledge in the firm?Which information system applications are most useful for distributing, creating, and sharing knowledge in the firm? What are the business benefits of using artificial intelligence technology for knowledge management?What are the business benefits of using artificial intelligence technology for knowledge management? OBJECTIVES

10.3 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm How can businesses use expert systems and case-based reasoning to capture knowledge?How can businesses use expert systems and case-based reasoning to capture knowledge? How can organizations benefit from using neural networks and other intelligent techniques?How can organizations benefit from using neural networks and other intelligent techniques? OBJECTIVES

10.4 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Designing knowledge systems that genuinely enhance organizational performanceDesigning knowledge systems that genuinely enhance organizational performance Identifying and implementing appropriate organizational applications for artificial intelligenceIdentifying and implementing appropriate organizational applications for artificial intelligence MANAGEMENT CHALLENGES

10.5 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Organizational learning Creation of new standard operating procedures and business processes reflecting experienceCreation of new standard operating procedures and business processes reflecting experience Knowledge management Set of processesSet of processes Creates, gathers, stores, maintains, and disseminates knowledgeCreates, gathers, stores, maintains, and disseminates knowledge KNOWLEDGE MANAGEMENT IN THE ORGANIZATION Organizational Learning and Knowledge Management

10.6 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Knowledge Assets Organizational knowledge enabling the business to create valueOrganizational knowledge enabling the business to create value Chief Knowledge Officer (CKO) Senior executive in charge of organization’s knowledge management programSenior executive in charge of organization’s knowledge management program KNOWLEDGE MANAGEMENT IN THE ORGANIZATION Organizational Learning and Knowledge Management

10.7 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Tacit Knowledge Expertise and experience not formally documentedExpertise and experience not formally documented Best Practices Successful solutions or problem-solving methods developed by specific organization or industrySuccessful solutions or problem-solving methods developed by specific organization or industry KNOWLEDGE MANAGEMENT IN THE ORGANIZATION Systems and Infrastructure for Knowledge Management

10.8 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Organizational Memory Stored learning from organization’s historyStored learning from organization’s history Used for decision making and other purposesUsed for decision making and other purposes KNOWLEDGE MANAGEMENT IN THE ORGANIZATION Systems and Infrastructure for Knowledge Management

10.9 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm KNOWLEDGE MANAGEMENT IN THE ORGANIZATION

10.10 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Consists of creating or processing informationConsists of creating or processing information Divided into knowledge workers and data workersDivided into knowledge workers and data workers INFORMATION AND KNOWLEDGE WORK SYSTEMS Information Work

10.11 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Office systems Manage and coordinate work of data and knowledge workersManage and coordinate work of data and knowledge workers Connect work of local information workers with all levels and functions of organizationConnect work of local information workers with all levels and functions of organization Connect organization to external worldConnect organization to external world Example: Word processing, voice mail, and imagingExample: Word processing, voice mail, and imaging INFORMATION AND KNOWLEDGE WORK SYSTEMS Distributing Knowledge: Office and Document Management Systems

10.12 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm INFORMATION AND KNOWLEDGE WORK SYSTEMS

10.13 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Document imaging systems Convert documents and images into digital formConvert documents and images into digital form Can be stored and accessed by the computerCan be stored and accessed by the computer Knowledge repository Documented knowledge in a single locationDocumented knowledge in a single location Typical Office Systems INFORMATION AND KNOWLEDGE WORK SYSTEMS

10.14 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm INFORMATION AND KNOWLEDGE WORK SYSTEMS

10.15 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm INFORMATION AND KNOWLEDGE WORK SYSTEMS

10.16 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Knowledge Work Systems (KWS) Aid knowledge workers in creation and integration of new knowledgeAid knowledge workers in creation and integration of new knowledge Specialized tools for specific types of knowledge workSpecialized tools for specific types of knowledge work User-friendly interface User-friendly interface Creating Knowledge: Knowledge Work Systems INFORMATION AND KNOWLEDGE WORK SYSTEMS

10.17 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm INFORMATION AND KNOWLEDGE WORK SYSTEMS

10.18 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm INFORMATION AND KNOWLEDGE WORK SYSTEMS

10.19 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Computer-aided design (CAD)Computer-aided design (CAD) Virtual reality systemsVirtual reality systems Virtual Reality Modeling Language (VRML)Virtual Reality Modeling Language (VRML) Investment workstationsInvestment workstations Examples of Knowledge Work Systems INFORMATION AND KNOWLEDGE WORK SYSTEMS

10.20 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm GroupwareGroupware Intranets and Enterprise Knowledge EnvironmentsIntranets and Enterprise Knowledge Environments Enterprise information portalsEnterprise information portals TeamwareTeamware Sharing Knowledge: Group Collaboration Systems and Enterprise Knowledge Environments INFORMATION AND KNOWLEDGE WORK SYSTEMS

10.21 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm INFORMATION AND KNOWLEDGE WORK SYSTEMS

10.22 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Effort to develop computer-based systems that behave as humansEffort to develop computer-based systems that behave as humans Includes natural language, robotics, perceptive systems, expert systems, and intelligent machinesIncludes natural language, robotics, perceptive systems, expert systems, and intelligent machines ARTIFICIAL INTELLIGENCE What is Artificial Intelligence?

10.23 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Artificial Intelligence:Artificial Intelligence: –Stores information in active form –Creates mechanism not subjected to human feelings –Eliminates routine and unsatisfying jobs –Enhances organization’s knowledge base –Generates solution to specific problems Why Business is Interested in Artificial Intelligence ARTIFICIAL INTELLIGENCE

10.24 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm ARTIFICIAL INTELLIGENCE

10.25 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Knowledge BaseKnowledge Base Rule-based Expert SystemRule-based Expert System Rule BaseRule Base Knowledge FramesKnowledge Frames Capturing Knowledge: Expert Systems ARTIFICIAL INTELLIGENCE

10.26 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm ARTIFICIAL INTELLIGENCE

10.27 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm AI shellAI shell Inference EngineInference Engine Forward ChainingForward Chaining Backward ChainingBackward Chaining Capturing Knowledge: Expert Systems ARTIFICIAL INTELLIGENCE

10.28 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm 圖１４－２ 專家系統架構細部圖

10.29 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm

10.30 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm ARTIFICIAL INTELLIGENCE

10.31 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Knowledge engineer Specialist eliciting information and expertise from other professionalsSpecialist eliciting information and expertise from other professionals Translates information into set of rules for an expert systemTranslates information into set of rules for an expert system ARTIFICIAL INTELLIGENCE Building an Expert System

10.32 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Galeria KaufhofGaleria Kaufhof –German superstore chain. Inspect over 110, 000 item using classification. High/low risk delivery. Countrywide Funding Corp.Countrywide Funding Corp. –A loan-underwriting firm –Use 400 rule to achieves a 95% match with the – underwriters ARTIFICIAL INTELLIGENCE Examples of Successful Expert Systems

10.33 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Case-based Reasoning (CBR) Captures and stores collective knowledgeCaptures and stores collective knowledge Represents knowledge as database of cases and solutionsRepresents knowledge as database of cases and solutions Organizational Intelligence: Case-Based Reasoning ARTIFICIAL INTELLIGENCE

10.34 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm 新問題舊案例 修正後方案解決案例 案例庫 驗證修正後方案 提供解決方案 校 正 保 留保 留 擷 取 知識庫 庫

10.35 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm ARTIFICIAL INTELLIGENCE User describes the

10.36 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Hardware or software emulating processing patterns of biological brainHardware or software emulating processing patterns of biological brain Put intelligence into hardware in form of a generalized capability to learnPut intelligence into hardware in form of a generalized capability to learn Neural Networks OTHER INTELLIGENT TECHNIQUES

10.37 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm ARTIFICIAL INTELLIGENCE

10.38 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm ARTIFICIAL INTELLIGENCE

10.39 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm OTHER INTELLIGENT TECHNIQUES

10.40 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Rule-based AIRule-based AI Tolerates imprecisionTolerates imprecision Uses nonspecific terms called membership functions to solve problemsUses nonspecific terms called membership functions to solve problems Fuzzy Logic OTHER INTELLIGENT TECHNIQUES

10.41 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm OTHER INTELLIGENT TECHNIQUES

10.42 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Problem-solving methodsProblem-solving methods Promote evolution of solutions to specified problemsPromote evolution of solutions to specified problems Use a model of living organisms adapting to their environmentUse a model of living organisms adapting to their environment Genetic Algorithms OTHER INTELLIGENT TECHNIQUES

10.43 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm OTHER INTELLIGENT TECHNIQUES

10.44 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Integration of multiple AI technologies into a single applicationIntegration of multiple AI technologies into a single application Takes advantage of best features of technologiesTakes advantage of best features of technologies Hybrid AI Systems OTHER INTELLIGENT TECHNIQUES

10.45 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm Software programsSoftware programs Use built-in or learned knowledge base to carry out specific, repetitive, and predictable tasksUse built-in or learned knowledge base to carry out specific, repetitive, and predictable tasks Intelligent Agents OTHER INTELLIGENT TECHNIQUES

10.46 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm OTHER INTELLIGENT TECHNIQUES

10.47 © 2004 by Prentice Hall Management Information Systems 8/e Chapter 10 Managing Knowledge for the Digital Firm 10 MANAGING KNOWLEDGE FOR THE DIGITAL FIRM Chapter