14.1 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems KNOWLEDGE- BASED INFORMATION SYSTEMS

14.2 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems 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? continued OBJECTIVES

14.3 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems 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? 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 (continued)

14.4 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems HILL AND KNOWLTON CANADA LIMITED

14.5 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems 1.Designing knowledge systems that genuinely enhance organizational performance 2.Identifying and implementing appropriate organizational applications for artificial intelligence MANAGEMENT CHALLENGES

14.6 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Knowledge Assets Organizational knowledge regarding how to efficiently and effectively perform business processes and create new products and services that enable the business to create valueOrganizational knowledge regarding how to efficiently and effectively perform business processes and create new products and services that enable the business to create value 14.1 KNOWLEDGE MANAGEMENT IN THE ORGANIZATION Organizational Learning and Knowledge Management

14.7 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems 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 processes developed to create, gather, store, maintain, and apply the firm’s knowledgeSet of processes developed to create, gather, store, maintain, and apply the firm’s knowledge 14.1 KNOWLEDGE MANAGEMENT IN THE ORGANIZATION Organizational Learning and Knowledge Management

14.8 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Chief Knowledge Officer (CKO) Senior executive in charge of organization’s knowledge management programSenior executive in charge of organization’s knowledge management program Organizational Learning and Knowledge Management 14.1 KNOWLEDGE MANAGEMENT IN THE ORGANIZATION

14.9 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems 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 Systems and Infrastructure for Knowledge Management 14.1 KNOWLEDGE MANAGEMENT IN THE ORGANIZATION

14.10 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems 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 Systems and Infrastructure for Knowledge Management 14.1 KNOWLEDGE MANAGEMENT IN THE ORGANIZATION

14.11 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Systems and Infrastructure for Knowledge Management 14.1 KNOWLEDGE MANAGEMENT IN THE ORGANIZATION

14.12 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Information Work Consists of creating or processing informationConsists of creating or processing information Data Workers Personnel, such as secretaries, who process and disseminate the organization’s information and paperworkPersonnel, such as secretaries, who process and disseminate the organization’s information and paperwork Knowledge Workers Professionals, such as engineers, who design products or services, or create knowledgeProfessionals, such as engineers, who design products or services, or create knowledge 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS

14.13 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems 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 Distributing Knowledge: Office and Document Management Systems 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS

14.14 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Distributing Knowledge: Office and Document Management Systems 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS

14.15 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Distributing Knowledge: Office and Document Management Systems 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS

14.16 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems 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 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS Distributing Knowledge: Office and Document Management Systems

14.17 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS Distributing Knowledge: Office and Document Management Systems

14.18 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS Distributing Knowledge: Office and Document Management Systems

14.19 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems 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 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS

14.20 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Creating Knowledge: Knowledge Work Systems 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS

14.21 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Creating Knowledge: Knowledge Work Systems 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS

14.22 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Examples of Knowledge Work Systems 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 Creating Knowledge: Knowledge Work Systems 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS

14.23 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Creating Knowledge: Knowledge Work Systems 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS

14.24 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems 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 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS

14.25 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Intranets and Enterprise Knowledge Environments 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS Knowledge Map Tool for identifying and locating the organization’s knowledge resourcesTool for identifying and locating the organization’s knowledge resources Enterprise Information Portal Application that enables companies to provide users with a single gateway to internal and external sources of informationApplication that enables companies to provide users with a single gateway to internal and external sources of information

14.26 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Intranets and Enterprise Knowledge Environments 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS

14.27 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Intranets and Enterprise Knowledge Environments 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS Figure 14.9 An Enterprise Information Portal

14.28 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Artificial Intelligence Effort to develop computer-based systems that behave like humansEffort to develop computer-based systems that behave like humans Ability to learn language, accomplish physical tasks, use a perceptual apparatus, and emulate human expertise and decision makingAbility to learn language, accomplish physical tasks, use a perceptual apparatus, and emulate human expertise and decision making 14.3 ARTIFICIAL INTELLIGENCE What is Artificial Intelligence?

14.29 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems 14.3 ARTIFICIAL INTELLIGENCE What is Artificial Intelligence?

14.30 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Artificial Intelligence: Stores information in active formStores information in active form Creates mechanism not subjected to human feelingsCreates mechanism not subjected to human feelings Eliminates routine and unsatisfying jobsEliminates routine and unsatisfying jobs Enhances organization’s knowledge base by generating solutions to specific problemsEnhances organization’s knowledge base by generating solutions to specific problems Why Business is Interested in Artificial Intelligence 14.3 ARTIFICIAL INTELLIGENCE

14.31 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Capturing Knowledge: Expert Systems 14.3 ARTIFICIAL INTELLIGENCE Expert System Knowledge-intensive computer program that captures the expertise of a human in limited domains of knowledgeKnowledge-intensive computer program that captures the expertise of a human in limited domains of knowledge Knowledge Base Model of human knowledge that is used by expert systemModel of human knowledge that is used by expert system

14.32 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Capturing Knowledge: Expert Systems 14.3 ARTIFICIAL INTELLIGENCE How Expert Systems Work Rule-Based Expert SystemRule-Based Expert System –An AI program that has a large number of interconnected and nested IF-THEN statements or rules that are the basis for the knowledge Rule BaseRule Base –The collection of knowledge in an AI system, represented by IF-THEN statements AI ShellAI Shell –The programming environment of an expert system continued

14.33 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Capturing Knowledge: Expert Systems 14.3 ARTIFICIAL INTELLIGENCE

14.34 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Capturing Knowledge: Expert Systems 14.3 ARTIFICIAL INTELLIGENCE How Expert Systems Work (continued) Inference EngineInference Engine –The strategy used to search through the rule base in an expert system –Can be forward or backward chaining

14.35 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Capturing Knowledge: Expert Systems 14.3 ARTIFICIAL INTELLIGENCE

14.36 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Capturing Knowledge: Expert Systems 14.3 ARTIFICIAL INTELLIGENCE Strategies for Searching the Rule Base Forward ChainingForward Chaining –begins with the information entered by the user and searches the rule base to arrive at a conclusion Backward ChainingBackward Chaining –acts like a problem solver –begins with a hypothesis and seeks out more information until the hypothesis is either proven or disproved

14.37 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Capturing Knowledge: Expert Systems 14.3 ARTIFICIAL INTELLIGENCE 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

14.38 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems 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 14.3 ARTIFICIAL INTELLIGENCE

14.39 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Organizational Intelligence: Case-Based Reasoning 14.3 ARTIFICIAL INTELLIGENCE

14.40 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Hardware or software emulating processing patterns of a biological brainHardware or software emulating processing patterns of a 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 14.4 OTHER INTELLIGENT TECHNIQUES

14.41 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems 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 14.4 OTHER INTELLIGENT TECHNIQUES

14.42 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Problem-solving methods that promote evolution of solutions to specified problemsProblem-solving methods that promote 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

14.43 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems Hybrid AI Systems 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 14.4 OTHER INTELLIGENT TECHNIQUES

14.44 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems 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 14.4 OTHER INTELLIGENT TECHNIQUES

14.45 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian Edition Chapter 14: Knowledge-Based Information Systems KNOWLEDGE- BASED INFORMATION SYSTEMS