1. © 2001-2005 Franz J. Kurfess Introduction 1 CPE/CSC 580: Knowledge Management Dr. Franz J. Kurfess Computer Science Department Cal Poly

2. © 2001-2005 Franz J. Kurfess Introduction 2 Course Overview  Introduction  Knowledge Processing  Knowledge Acquisition, Representation and Manipulation  Knowledge Organization  Classification, Categorization  Ontologies, Taxonomies, Thesauri  Knowledge Retrieval  Information Retrieval  Knowledge Navigation  Knowledge Presentation  Knowledge Visualization  Knowledge Exchange  Knowledge Capture, Transfer, and Distribution  Usage of Knowledge  Access Patterns, User Feedback  Knowledge Management Techniques  Topic Maps, Agents  Knowledge Management Tools  Knowledge Management in Organizations

3. © 2001-2005 Franz J. Kurfess Introduction 3 Overview Introduction  Motivation  Why do we need to know all this stuff?  Objectives  What you should know afterwards  Evaluation Criteria  How I can find out if you know what you should know  Warm-Up  Review of relevant concepts  Overview new topics  Terminology  Case Study: My Personal Need for KM  Finding and organizing materials for this class  Tools to support this  Case Study: KM at an Organization like Cal Poly  Important Concepts and Terms  all the old and new terms  Chapter Summary  If you know this, you may be able to survive the class

4. © 2001-2005 Franz J. Kurfess Introduction 4 Logistics  Introductions  Course Materials  textbook: none  handouts: some  Web pages: tons  CourseInfo/Blackboard System and Alternatives  Term Project  Knowlets and Knowledge Management  Lab and Homework Assignments  Exams  Grading

5. © 2001-2005 Franz J. Kurfess Introduction 5 The Proliferation of Knowledge  Wall street  no physical assets  make money by utilizing knowledge about investment opportunities  consultants  have knowledge about some specialized tasks  tell customers what to do  may be gone by the time their solutions are found to be flawed  “energy brokers”  companies that don’t own any physical facilities, but buy and sell energy  made enormous profits during the 2000/2001 energy crisis

6. © 2001-2005 Franz J. Kurfess Introduction 6 Background  How much knowledge do you manage?  as a student  in your job  in your private life

7. © 2001-2005 Franz J. Kurfess Introduction 7 Motivation  the amount of information and knowledge available increases steadily  it becomes difficult to keep track of relevant knowledge  the demands for applying knowledge to a particular task also become stronger  job expectations  competitive pressure  the benefits from utilizing knowledge become greater  higher profits  better products  more knowledgeable people

8. © 2001-2005 Franz J. Kurfess Introduction 8 Objectives  be aware of the role of knowledge in professional and private life  understand the impact of knowledge (or lack of it) for important decisions  understand the necessity for knowledge management to deal with the large amount of knowledge and information  discuss the role of computer-based tools and technologies for knowledge management

9. © 2001-2005 Franz J. Kurfess Introduction 9 Evaluation Criteria

10. © 2001-2005 Franz J. Kurfess Introduction 10 What is Knowledge Management?  information technology perspective  computers as support tools for dealing with large quantities of knowledge and information  business perspective  benefits for organizations  philosophical perspective  epistemology: what is knowledge?

11. © 2001-2005 Franz J. Kurfess Introduction 11 Knowledge Management in Perspective [Sveiby 2000]

12. © 2001-2005 Franz J. Kurfess Introduction 12 Knowledge Management Definitions  Karl-Erik Sveiby (Organization Theorist) Knowledge Management is the art of creating value from an organizations intangible assets.  John Gundy, Knowledge Ability (KM Company) Knowledge Management is the process of placing knowledge under management remit. [Sveiby 2000]

13. © 2001-2005 Franz J. Kurfess Introduction 13 KM Phases  1992 - 1995: productivity enhancement  how can information technology used to share knowledge across organizations  Lotus Notes, Web pages, project databases, best practices,...  1995 - 2000: customer relations  how can information about customers be utilized  data warehousing, data mining  2000 - 2003: interaction  interactive Web pages, e-commerce  2002 - ???  interoperability (XML, Web services and related technologies)  interpretation (ontologies, Semantic Web) [Sveiby 2000]

14. © 2001-2005 Franz J. Kurfess Introduction 14  The fundament of KM represents a set of Behavioural/Structural Conditions  The walls of KM represent a set of Operational Conditions  The roof of KM represents the corporate knowledge by which learning, innovation, speed and productivity will be enhanced KM Analogy: Building a House [KPMG 1999]

15. © 2001-2005 Franz J. Kurfess Introduction 15 Incentives for Knowledge Sharing Open,sharingculture KNOWLEDGE SHARING Non- sharing culture TEAMWORK COMMITMENT ORGANISATION STRUCTURE & PROCESSES HOW? Performance metrics Performance metrics Science workshops Science workshops Technology exchange networks Technology exchange networks Extra budget Extra budgetHOW? Performance metrics Performance metrics Science workshops Science workshops Technology exchange networks Technology exchange networks Extra budget Extra budget [KPMG 1999]

16. © 2001-2005 Franz J. Kurfess Introduction 16 Integrated Systems for KM Separate information systems INFORMATIONRESEARCHPROCESS ENABLINGTECHNOLOGIES UPGRADING OF EXISTING KNOWLEDGE GENERATION OF NEW IDEAS Integrated Information System HOW? Database technology Database technology Groupware Groupware Web technology Web technology User-interface technology User-interface technology Intranet IntranetHOW? Database technology Database technology Groupware Groupware Web technology Web technology User-interface technology User-interface technology Intranet Intranet [KPMG 1999]

17. © 2001-2005 Franz J. Kurfess Introduction 17 KM Behavioral and Structural Components Preparing initiative Preparing initiative Initiative in place Initiative in place not in place starting advanced realised 1234 Hierarchicalorganisation Process-oriented organisation Power culture Open & sharing culture Focus on individual success Focus on groupsuccessNounderstanding of KM Top management commitment 2,3 2,02,1 1,9 On the behavioural/structural axis, there is still enough improvement potential. On the behavioural/structural axis, there is still enough improvement potential. [KPMG 1999]

18. © 2001-2005 Franz J. Kurfess Introduction 18 KM Operational Components Preparing initiative Preparing initiative Initiative in place Initiative in place not in place starting advanced realised 1234 Knowledge stored mentally and physically Integrated databases linked with workflow Ad-hoc knowledge creation Structured,strategicknowledgecreation Ad-hoc data collection 2,1 2,0 2,1 Professional research methods Knowledge supporting decision- making Non-customized data 1,9 A quick fix is not possible with regard to the implementation of KM. A quick fix is not possible with regard to the implementation of KM. Step by step, the KM performance should be improved. Step by step, the KM performance should be improved. [KPMG 1999]

19. © 2001-2005 Franz J. Kurfess Introduction 19 Industrial vs. Knowledge Company [???]

20. © 2001-2005 Franz J. Kurfess Introduction 20 Case Study: KM for Course Preparation  easy case: re-use existing material  text book, presentation material, student assignments, exams, projects  difficult case: brand-new course  no existing material suitable for teaching purposes  existing sources  research monographs, edited volumes, related text books, conference proceedings, journal special issues, articles, technical reports, white papers, company brochures, Web pages

21. © 2001-2005 Franz J. Kurfess Introduction 21 Course Development as KM Application  problem  development of a course outline  identification of relevant material  extraction of relevant knowledge  integration of various knowledge pieces  different representation media  paper (books, journals)  microfilm  digital (electronic versions of books, journals, etc; Web pages; data bases, computer programs)  presentation of knowledge  presentation medium  identification of evaluation criteria  development of exercises

22. © 2001-2005 Franz J. Kurfess Introduction 22 Tools for Course Preparation  course outlinebrain, paper, editor, spreadsheet  identification of materialbrain, search engines, library catalog/DBs  organization of materialbrain, folders, labels, directories, files  extraction of knowledgebrain, paper, text editor, helpers  integration of pieces brain, presentation program, helpers  presentation of knowledgebrain, presentation program  evaluation criteria brain, text editor  development of exercisesbrain, text editor, helpers  Deficiencies of tools  much of the tedious work is left to the instructor  little support for important knowledge management activities  primitive tools are used for high-level tasks  directories, file names for the categorization of knowledge items

23. © 2001-2005 Franz J. Kurfess Introduction 23 Knowledge Management at Cal Poly  what kind of knowledge is essential for such an organization  what are the tools in common use

24. © 2001-2005 Franz J. Kurfess Introduction 24 Knowledge Management for Students  what are important KM needs  what KM tasks do you perform  which tools and techniques do you use  what can be improved through smarter computers

25. © 2001-2005 Franz J. Kurfess Introduction 25 Post-Test

26. © 2001-2005 Franz J. Kurfess Introduction 26 Evaluation  Criteria

27. © 2001-2005 Franz J. Kurfess Introduction 27 Important Concepts and Terms  presentation of knowledge  tools  extraction of knowledge  identification of knowledge  information  integration of knowledge  knowledge  knowledge management

28. © 2001-2005 Franz J. Kurfess Introduction 28 Summary Introduction  with the increase in the amount of information and knowledge, knowledge management will play a very important role in our professional and personal lives  although a lot of knowledge is available in digital form, computer support for KM is mediocre  many basic techniques and methods have been developed, but their integration into easily usable systems and tools is still missing

29. © 2001-2005 Franz J. Kurfess Introduction 29