Learning Objectives Explain organizational knowledge managementExplain organizational knowledge management Describe useful applications for distributing, creating, sharing knowledgeDescribe useful applications for distributing, creating, sharing knowledge Evaluate role of artificial intelligence in knowledge managementEvaluate role of artificial intelligence in knowledge management*

Learning Objectives Explain organizational knowledge managementExplain organizational knowledge management Describe useful applications for distributing, creating, sharing knowledgeDescribe useful applications for distributing, creating, sharing knowledge Evaluate role of artificial intelligence in knowledge managementEvaluate role of artificial intelligence in knowledge management*

Knowledge Management Systematically & actively managing and leveraging stores of knowledge in an organizationSystematically & actively managing and leveraging stores of knowledge in an organization Repositories for retaining the collective corporate learningRepositories for retaining the collective corporate learning Reduce the amount of “relearning” in an organizationReduce the amount of “relearning” in an 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) Data  information  knowledge  wisdom *

Information and Knowledge Work Systems Data workers: people who process & disseminate organization’s paperworkData workers: people who process & disseminate organization’s paperwork Information work: work consists primarily of creating, processing informationInformation work: work consists primarily of creating, processing information 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*

Distribute Knowledge Office automation systemsOffice automation systems Office information systemsOffice information systems

Office Automation Systems Word processingWord processing Desktop publishingDesktop publishing Imaging & web publishingImaging & web publishing Electronic calendarsElectronic calendars Desktop databasesDesktop databases*

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* Office Automation Systems

Office Information Systems Managing documentsManaging documents SchedulingScheduling Communicating: ; Voice mail; Groupware; IntranetsCommunicating: ; Voice mail; Groupware; Intranets Managing data: desktop databases; Spreadsheets; Mainframe databasesManaging data: desktop databases; Spreadsheets; Mainframe databases*

Create Knowledge Knowledge Work SystemsKnowledge Work Systems Knowledge WorkersKnowledge Workers Beware of the hypes

Knowledge Work Systems Information systems that help knowledge workers create, integrate new knowledge in organization *

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*

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 activities (virtual reality modeling language: VRML)Virtual reality: interactive software creates simulations of real world activities (virtual reality modeling language: VRML) 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* Knowledge Workers

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: popular proprietary software; Flexible changes, updates, editing; More secure than intranetsLotus notes: popular proprietary software; Flexible changes, updates, editing; More secure than intranets*

Capture & Codify Knowledge Artificial Intelligence (AI) Systems: Expert systemsExpert systems Neural netsNeural nets Fuzzy logicFuzzy logic Genetic algorithmsGenetic algorithms Intelligent agentsIntelligent agents*

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

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*

Expert Systems Expert Systems Knowledge-intensiveKnowledge-intensive Captures human expertiseCaptures human expertise In limited domains of knowledgeIn limited domains of knowledge Basically a set of in-then-else decision treesBasically a set of in-then-else decision trees*

Expert Systems Expert SystemsExpert SystemsExpert 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

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*

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 Hybrid AI systems: CombinationsHybrid AI systems: Combinations*

Dream and Reality Unsupervised, Self-Adaptive systems that find pattern from chaosUnsupervised, Self-Adaptive systems that find pattern from chaos Microsoft’s auto-launch of applications according to contentsMicrosoft’s auto-launch of applications according to contents Still must based on human ingenuity to discover the algorithm firstStill must based on human ingenuity to discover the algorithm first Will never be fool-proofWill never be fool-proof