Managing Knowledge

Jovita Angela
 Learning Objectives

01 02
What is the role of knowledge What types of systems are used for
management and knowledge enterprise-wide knowledge management
management programs in and how do they provide value for
business? businesses?

03 04
What are the major types of What are the business
knowledge work systems benefits of using intelligent
and how do they provide techniques for knowledge
value for firms? management?
 IMPORTANT DIMENSIONS OF KNOWLEDGE

Data Knowledge
A flow of events or
transactions captured by
an organization’s systems Explicit Tacit
that, by itself, is useful for
Information
(Documented) (Not documented)
transacting but little else. Expend resources to organize
data into categories of
understanding, such as
monthly, daily, regional, or
Knowledge store-based reports of total
Expend additional sales.
Organizational Learning
resources to discover
patterns, rules, and Organizations create and gather knowledge through
contexts where the collection of data, careful measurement of planned
knowledge works. activities, trial and error, and feedback from
Wisdom customers and the environment.
Thought to be the collective and
individual experience of applying
knowledge to the solution of problems.
Wisdom involves where, when, and how
to apply knowledge.
THE KNOWLEDGE MANAGEMENT VALUE CHAIN

Knowledge
Management
The set of business
Managers also
processes developed
can get the
in an organization to
knowledge by
create, store,
Communities of
transfer, and apply
practice (COPs):
knowledge.
informal social
networks of
professionals and
employees within
Increases the and outside the
ability of the firm who have
organization to similar work-
learn from its related activities
environment and and interests.
incorporate
knowledge into its
business
processes.
 TYPES OF KNOWLEDGE MANAGEMENT SYSTEMS
01
Enterprise-Wide Knowledge
02
Knowledge Work Systems (KWS)
Management Systems
General-purpose firmwide efforts
Specialized systems built for engineers, 03
to collect, store, distribute, and scientists, and other knowledge workers Intelligent Techniques
apply digital content and charged with discovering and creating new
These techniques have different objectives, from a
knowledge. knowledge for a company.
focus on discovering knowledge (data mining and
neural networks), to distilling knowledge in the form of
rules for a computer program (expert systems and
fuzzy logic), to discovering optimal solutions for
problems (genetic algorithms).
 Enterprise-Wide Knowledge Management System [1]
Businesses today need to organize and manage
both structured and semi-structured
knowledge assets.

Enterprise Content management systems

Help organizations manage both
types of information. Capable for
knowledge capture, storage,
retrieval, distribution, and
preservation to help firms improve
their business processes and
decisions.

Digital asset management systems also help companies classify,

store, and distribute digital objects. For example, Coca-Cola must
keep track of all the images of the Coca-Cola brand that have been
created in the past at all of the company’s worldwide offices, to
prevent both redundant work and variation from a standard brand
image.
 Enterprise-Wide Knowledge Management System [2]

Knowledge Network Systems Collaboration Tools And Learning

Management Systems
Provide an online
directory of corporate Companies need ways to keep track of and
experts in well-defined manage employee learning and to integrate
knowledge domains and it more fully into their knowledge management
use communication and other corporate systems.
technologies to make it
easy for employees to find A learning management system (LMS)
the appropriate expert in a Tools for the management, delivery, tracking,
company. and assessment of various types of employee
learning and training.
Address the
problem that arises CD-ROM, downloadable videos, Web-
when the based classes, live instruction in classes or
appropriate online, and group learning in online forums
knowledge is not in and chat sessions.
the form of a digital
document
 KNOWLEDGE WORK SYSTEMS
Firms also have specialized systems for knowledge workers to
help them create new knowledge and to ensure that this
knowledge is properly integrated into the business.

Knowledge Workers And Knowledge Work Requirements Of Knowledge Work Systems

Knowledge workers: Researchers, designers,
1. Highly specialized
architects, scientists, and engineers who primarily knowledge work systems with
create knowledge and information for the powerful graphics, analytical
organization. tools, and communications and
document management
capabilities.
Perform three key roles:
2. Knowledge workstations often
Keeping the Serving as Acting as are designed and optimized for
organization current internal change the specific tasks to be
in knowledge as it consultants agents, performed.
develops in the regarding the evaluating,
external world—in areas of their initiating, and 3. Require sufficient computing
technology, science, knowledge, the promoting power to handle the
social thought, and changes taking change sophisticated graphics or
the arts. place, and projects. complex calculations
opportunities. necessary for such knowledge
workers.
 EXAMPLES OF KNOWLEDGE WORK SYSTEMS

Computer Aided
design (CAD)
Automates the
creation and revision of
designs, using
computers and
sophisticated graphics
software.

Virtual reality systems: Have visualization, rendering, and The financial industry is using specialized investment
simulation capabilities that go far beyond those of workstations to leverage the knowledge and time of its
conventional CAD systems. using interactive graphics brokers, traders, and portfolio managers.
software to create computer-generated simulations that
are so close to reality that users almost believe they are
participating in a real-world situation.
 INTELLIGENT TECHNIQUES
Artificial intelligence and database technology provide a number of
intelligent techniques that organizations can use to capture individual and
collective knowledge and to extend their knowledge base.

Knowledge Discovery Data Mining Capturing Knowledge: Expert Systems

Discover underlying Capture undiscovered
Expert systems: An intelligent technique for capturing tacit
patterns, categories, and knowledge residing in
knowledge in a very specific and limited domain of human
behaviors in large data large databases,
expertise.
sets that could not be providing managers with
discovered by managers new insight for Two strategies
alone or simply through improving business are commonly 01 02
experience. performance. used:
Forward Chaining Backward Chaining
Begins with the Searching the rule
Genetic Algorithms Artificial Intelligence information entered by base starts with a
Generating solutions (AI) the user and searches hypothesis and
to problems that are Technology, which the rule base to arrive proceeds by asking
too large and complex consists of computer- at a conclusion. The the user questions
for human beings to based systems (both strategy is to fire, or about selected facts
analyze on their own. hardware and carry out, the action of until the hypothesis
software) that attempt the rule when a is either confirmed or
to emulate human condition is true. disproved.
behavior.
 ORGANIZATIONAL INTELLIGENCE [1]
Organizations also have collective knowledge and expertise that
they have built up over the years.

Case-Based Fuzzy Logic

Reasoning (CBR) A rule-based technology that can represent such imprecision
Descriptions of by creating rules that use approximate or subjective values.
past experiences
of human Describe a particular phenomenon or process linguistically
specialists, and then represent that description in a small number of
represented as flexible rules.
cases, are stored in
a database for later
retrieval when the
user encounters a
new case with
similar parameters.
 ORGANIZATIONAL INTELLIGENCE [2]

Neural Networks Genetic algorithms

Used for solving complex, poorly understood problems Useful for finding the optimal solution for a specific problem
for which large amounts of data have been collected. by examining a very large number of possible solutions for
that problem.
Find patterns and relationships in massive amounts of
data that would be too complicated and difficult for a Based on techniques inspired by evolutionary biology, such as
human being to analyze. inheritance, mutation, selection, and crossover
(recombination).