1. C11- Managing Knowledge

2. The Knowledge Management Landscape
About Knowledge
Knowledge is a firm asset:
Data: Flow of events or transactions captured by organization’s systems
Knowledge: Cognitive event in people's heads; know how; situational
Knowledge Management:
The set of business processes developed in an organization to create, store, transfer, and apply knowledge
Intangible asset
Requires organizational resources
Can be source of competitive advantage
The Knowledge Management Landscape
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3. The Knowledge Management Landscape
The KM value chain
Knowledge acquisition, Knowledge storage, Knowledge dissemination, Knowledge application
The Knowledge Management Landscape
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4. Types of KMSystems 15-10 Enterprise-wide Knowledge Management System
There are three major categories of knowledge management systems, and each can be broken down further into more specialized types of knowledge management systems.
Enterprise-wide Knowledge Management System
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5. Enterprise-wide KMS Knowledge repository Structured Knowledge System
A collection of internal and external knowledge in a single location for management and utilization by the organization
Structured Knowledge System
Knowledge repository for explicit knowledge –formal, structured text documents and reports or presentations
Needs to be accessible
Enterprise-wide Knowledge Management System

6. Knowledge Systems Semi-structured Knowledge Systems
Knowledge repository for less-structured documents, such as , voic , chat room exchanges, videos, digital images, brochures, bulletin boards
Also known as digital asset management systems
Organizing Knowledge: Taxonomies and Tagging
Taxonomy:
Scheme of classifying information and knowledge for easy retrieval
Tagging:
Marking of documents according to knowledge taxonomy
Enterprise-wide Knowledge Management System

7. Knowledge Network Systems
Online directory of corporate experts, solutions developed by in-house experts, best practices, FAQs
Document and organize “tacit” knowledge
Also known as expertise location and management systems
Enterprise-wide Knowledge Management System

8. The Problem of Distributed Knowledge
Enterprise-wide Knowledge Management System

9. The Ask-Me Knowledge Network System
Enterprise-wide Knowledge Management System
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10. Supporting Technologies: Portals, Collaboration Tools, and Learning Management Systems
Learning Management Systems (LMS):
Provides tools for the management, delivery, tracking, and assessment of various types of employee learning and training
Integrates systems from human resources, accounting, sales in order to identify and quantify business impact of employee learning programs
Enterprise-wide Knowledge Management System

11. Knowledge Workers and Knowledge Work
key roles of knowledge workers:
Keeping the organization current in knowledge as it develops in the external world – in technology, science, social thought, and the arts
Serving as internal consultants regarding the areas of their knowledge, the changes taking place, and opportunities
Enterprise-wide Knowledge Management System

12. Requirements of Knowledge Work Systems

13. Examples of Knowledge Work Systems
Computer-aided Design
Information system that automates the creation and revision of industrial and manufacturing designs using sophisticated graphics software
Virtual Reality
Interactive graphics software and hardware that create computer-generated simulations that emulate real-world activities or photorealistic simulations
Knowledge Work Systems

14. Knowledge Discovery Intelligent Agents
Identification of underlying patterns, categories, and behaviours in large data sets, using techniques such as data mining
Intelligent Agents
automating tasks like searching for information for e-commerce, supply chain management
Intelligent Techniques

15. Capturing Knowledge: Expert Systems (ES)‏
How Expert Systems Work
Two strategies for searching the rule base in an ES
Forward Chaining:
Begins with the information entered by the user and searches the rule base to arrive at a conclusion
Backward Chaining:
Acts like a problem solver by beginning with hypothesis and seeking out more information until the hypothesis is either proved or disproved
Intelligent Techniques

16. Capturing Knowledge: Expert Systems (ES)‏
Knowledge Engineer:
A specialist who elicits information and expertise from other professionals and translates it into a set of rules for an expert system
Intelligent Techniques

17. Organizational Intelligence
Case-Based Reasoning (CBR)
Knowledge system that represents knowledge as a base of cases and solutions
Searches for stored cases with problem characteristics similar to the new case and applies solutions of the old case to the new case
Rules in an expert system
Coming up
Intelligent Techniques

18. Intelligent Techniques
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19. Intelligent Techniques
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20. Case-Based Reasoning
Intelligent Techniques
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21. Intelligent Agents in P&G’s Supply Chain Network
Intelligent agents are helping Procter & Gamble shorten the replenishment cycles for products such as a box of Tide.
Intelligent Techniques
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