Knowledge Management and

Specialized Information System

Gutierrez . Landicho . Terrible CHAPTER
eleven
Knowledge management and
specialized information systems are
used in almost every industry.
• If you are a manager, you might use a knowledge
management system to support decisive action to
help you correct a problem.
• If you are a production manager at an automotive
company, you might oversee robots that attach
windshields to cars or paint body panels.
• As a young stock trader, you might use a special
system called a neural network to uncover patterns
and make millions of dollars trading stocks and stock
options.
• As a marketing manager for a PC manufacturer, you
About Us
might use virtual reality on a Web site to show
customers your latest laptop and desktop computers. Why Learn About Knowledge
• If you are in the military, you might use computer Management and Specialized
simulation as a training tool to prepare you for Information Systems?
combat.

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Carol Csanda
director of knowledge management at State Farm Insurance

A Knowledge Management System

(KMS) is an organized collection of
people, procedures, software,
databases, and devices used to
create, store, share, and use the
organization’s knowledge and
experience.
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1. Explicit knowledge is
objective and can be
measured and documented
in reports, papers, and rules.
2. Tacit knowledge, on the
other hand, is hard to
measure and document and
typically is not objective or
formalized. Knowledge
Many organizations actively attempt to Management Systems
convert tacit knowledge to explicit
knowledge to make the knowledge easier Different Types of
to measure, document, and share with Knowledge
others.
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Data and Knowledge Management
Workers andCommunities of
Practice
The personnel involved in a KMS
include data workers and knowledge
workers.

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• Secretaries
• Administrative
Assistants
• Bookkeepers
DATAWORKERS
• Similar Data-entry
Personnel

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• They are usually
professionals in science,
engineering, or business,
and work in offices and
belong to professional
organizations.
• Other examples of KNOWLEDGE
knowledge workers WORKERS
include writers,
are people who create, use,
researchers, educators, and disseminate knowledge.
and corporate designers.
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• is a top-level executive who
helps the organization work
with a KMS to create, store,
and use knowledge to achieve
organizational goals.
• is responsible for the
organization’s KMS, and
typically works with other
executives and vice Chief Knowledge
presidents, including the chief Officer (CKO)
executive officer (CEO), chief
financial officer (CFO), and
others.
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• Some organizations and
professions use communities
of practice (COP) to create,
store, and share knowledge.
• is a group of people dedicated
to a common discipline or
practice, such as open-source
software, auditing, medicine, CommunitiesOf
or engineering.
• COPs excel at obtaining,
Practice (COP)
storing, sharing, and using
knowledge.
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 Obtaining, Storing, Sharing, and
Using Knowledge
Obtaining, storing, sharing, and using
knowledge is the key to any KMS.

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• After knowledge is created, it
is often stored in a knowledge
repository that includes
documents, reports, files, and
databases.
• The knowledge repository can
be located both inside the
organization and outside. Knowledge
Some types of software can
store and share knowledge Repository
contained in documents and
reports
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• Using a knowledge
management system begins
with locating the
organization’s knowledge.
This is often done using a
knowledge map - directory Knowledge Map
that points the knowledge
worker to the needed
knowledge.
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• The ability of computers to
mimic or duplicate the
functions of the human Artificial
brain. Intelligence (AI)
At a Dartmouth College conference in
1956, John McCarthy proposed the use
of the term

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• Artificial intelligence systems
include the people,
procedures, hardware,
software, data, and
knowledge needed to
develop computer systems
and machines that
demonstrate characteristics Artificial Intelligence in
of intelligence. Perspective
• Artificial intelligence can be
used by most industries and Artificial Intelligence
applications. Systems
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• The ability to learn from
experiences and apply
knowledge acquired from
experience, handle complex
situations, solve problems
when important information
is missing, determine what is
important, react quickly and
correctly to a new situation, The Nature of
understand visual images,
process and manipulate Intelligence
symbols, be creative and Intelligent Behavior
imaginative, and use
heuristics.
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• Learn from experience and apply
the knowledge acquired from
experience.
• Handle complex situations.
• Solve problems when important
information is missing.
• Determine what is important.
• React quickly and correctly to a
new situation. Characteristics of
• Understand visual images.
• Process and manipulate symbols.
Intelligent Behavior
• Be creative and imaginative.
• Use heuristics.
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•A system that
approximates the way a Perceptive System
person sees, hears, and
feels objects.

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Section Divider
Option 2
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adipiscing elit

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The Difference Between Natural and
Artificial Intelligence
Since the term artificial intelligence was defined in the 1950s, experts have
disagreed about the difference between natural and artificial intelligence.
Can computers be programmed to have common sense? Profound
differences separate natural from artificial intelligence, but they are
declining in number. One of the driving forces behind AI research is an
attempt to understand how people actually reason and think. Creating
machines that can reason is possible only when we truly understand our
own processes for doing so.

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The Difference Between Natural and Artificial Intelligence

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• Expert Systems
• Robotics
• Vision Systems
• Natural Language
Processing
The Major Branches of
• Learning Systems Artificial Intelligence
• Neural Networks
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The Major Branches of Artificial Intelligence

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• consists of hardware and
software that stores
knowledge and makes TheMajorBranchesofArtificial
inferences, similar to those of Intelligence
a human expert.
Expert Systems

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• involves developing
mechanical or computer
devices that can paint cars,
make precision welds, and
perform other tasks that
require a high degree of
precision or are tedious or
hazardous for human beings.
• The word “robot” comes TheMajorBranchesofArtificial
from a play by Karel Capek in Intelligence
the 1920s, when he used the
word “robota” to describe
factory machines that do
Robotics
drudgery work and revolt.
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The following are a few examples:
• The Robot Learning Laboratory - conducts
research into the development and use of
robotics.
• IRobot - an unmanned vehicle used to assist
and protect soldiers.
• Robots used in a variety of ways in medicine.
• DARPA (The Defense Advanced Research
Project Agency) Grand Challenge - a 132-mile
race over rugged terrain for computer-
controlled cars.
• The Hybrid Assisted Limb (HAL) Lab - The field of robotics has many
developing a robotic suit to help paraplegics
and stroke victims move and perform basic
applications, and research into
functions. these unique devices
• In the military, Unmanned Combat Air continues.
Vehicles (UCAVs) - able to identify and destroy
targets without human pilots.
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• include hardware and
software that permit
computers to capture,
store, and manipulate
visual images.
• Vision systems are also TheMajorBranchesofArtificial
effective at identifying Intelligence
people based on facial
features. Vision Systems
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• Processing that allows the
computer to understand
and react to statements TheMajorBranchesofArtificial
and commands made in a Intelligence
“natural” language, such Natural Language
as English.
Processing
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• In some cases, voice
recognition is used with
natural language processing.
Voice recognition involves
converting sound waves into
words.
• After converting sounds into TheMajorBranchesofArtificial
words, natural language Intelligence
processing systems react to
the words or commands by Natural Language
performing a variety of tasks. Processing
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• a combination of software and
hardware that allows a computer
to change how it functions or
reacts to situations based on
feedback it receives.
• Learning systems software
requires feedback on the results
of actions or decisions. At a
minimum, the feedback needs to TheMajorBranchesofArtificial
indicate whether the results are Intelligence
desirable (winning a game) or
undesirable (losing a game). The Learning Systems
feedback is then used to alter
what the system will do in the
future. TREY 29
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• A computer system that can
simulate the functioning of a
human brain.
• Neural networks can process
many pieces of data at the
same time and learn to
recognize patterns. TheMajorBranchesofArtificial
• Neural network software Intelligence
simulates a neural network
using standard computers. Neural Networks

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Genetic Algorithm - also called
a genetic program, is an
approach to solving large,
complex problems in which
many repeated operations or
models change and evolve until
the best one emerges.
Intelligent Agent - also called an
intelligent robot or bot,
consists of programs and a Other Artificial
knowledge base used to
perform a specific task for a
Intelligence
person, a process, or another Applications
program.
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Some of the specific abilities of
neural networks include the
following:
• Retrieving information even if
some of the neural nodes fail
• Quickly modifying stored data as a
result of new information TheMajorBranchesofArtificial
• Discovering relationships and Intelligence
trends in large databases
• Solving complex problems for
Neural Networks
which all the information is not
present
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• An expert system behaves similarly
to a human expert in a particular
field.

• Expert systems are used in metal

fabrication plants to aid in decision
making.

• Computerized expert systems have

been developed to diagnose
AN OVERVIEW
problems, predict future events, and OF EXPERT
solve energy problems.
SYSTEMS
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People and organizations should develop an expert
system if it can do any of the following:

• Provide a high potential payoff or significantly

reduce downside risk
• Capture and preserve irreplaceable human expertise
• Solve a problem that is not easily solved using
traditional programming techniques
• Develop a system more consistent than human
experts
• Provide expertise needed at a number of locations
at the same time or in a hostile environment that is
dangerous to human health
• Provide expertise that is expensive or rare
• Develop a solution faster than human experts can
• Provide expertise needed for training and
When to Use
development to share the wisdom and experience of
human experts with many people
Expert Systems
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An expert system consists of a
collection of integrated and
related components,
including:

• a knowledge base
• an inference engine
• an explanation facility
• a knowledge base Components of
acquisition facility Expert Systems
• a user interface
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Components of
Expert System
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Knowledge Base A component of an expert system
that stores all relevant information, data, rules, cases,
and relationships used by the expert system.

• Assembling human experts. Is to assemble the

knowledge of multiple human experts. Typically, the
objective in building a knowledge base is to
integrate the knowledge of people with similar
expertise
• Using fuzzy logic. allows shades of gray, or what is
known as “fuzzy sets.” Fuzzy logic rules help
computers evaluate the imperfect or imprecise
conditions they encounter and make educated
guesses based on the probability of correctness of
the decision.
• Using rules. A rule is a conditional statement that Knowledge Base
links conditions to actions or outcomes.
• Using cases. An expert system can use cases in
developing a solution to a current problem or
situation.

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Inference Engine. Part of the expert system
that seeks information and relationships from
the knowledge base and provides answers,
predictions, and suggestions similar to the
way a human expert would.

To provide answers and give advice, expert

systems can use backward and forward
chaining

• Backward Chaining. The process of starting

with conclusions and working backward to
the supporting facts.
The Inference
• Forward Chaining. The process of starting
with the facts and working forward to the
Engine
conclusions.

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• Component of an expert
system that allows a user or
decision maker to understand
how the expert system arrived
at certain conclusions or
results. Explanation
Facility
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• Part of the expert system that
provides convenient and
efficient means of capturing and
storing all the components of
the knowledge base.

• Provide a convenient and

efficient means for capturing
and storing all components of
Knowledge
the knowledge base. Acquisition Facility
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 The knowledge acquisition facility acts as an interface between experts and the knowledge base.

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• Specialized user interface software is
employed for designing, creating,
updating, and using expert systems.

• The main purpose of the user

interface is to make an expert
system easier for users and decision
makers to develop and use. User Interface

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 Participants in Expert Systems Development and Use

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• Domain. The area of
knowledge addressed by the
expert system.

• Domain Expert. The person or

group who has the expertise or
knowledge the expert system
is trying to capture. Domain Expert

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The domain expert (individual or group)
usually can do the following:

• Recognize the real problem

• Develop a general framework for problem
solving
• Formulate theories about the situation
• Develop and use general rules to solve a
problem
• Know when to break the rules or general
principles
• Solve problems quickly and efficiently
• Learn from experience
• Know what is and is not important in
Domain Expert
solving a problem
• Explain the situation and solutions of
problems to others
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• Knowledge Engineer. A person
who has training or experience
in the design, development,
implementation, and
maintenance of an expert
system.

• Knowledge User. The person or

Knowledge Engineer
group who uses and benefits and Knowledge Users
from the expert system

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An expert system shell is a collection of
software packages and tools used to
design, develop, implement, and
maintain expert systems. Expert
system shells are available for both
personal computers and mainframe
systems. Expert System Shells
and Products

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 A lists of few Popular Expert System Products

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• Credit granting and loan
analysis.
• Catching cheats and terrorists
• Plant layout and manufacturing
• Hospitals and medical facilities
• Employee performance
evaluation
• Repair and maintenance Applications of Expert
• Shipping Systems andArtificial
• Marketing Intelligence

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 ThankYou
Gutierrez, Mia P.
Landicho, Cherisse Anne L.
Terrible, Jhelen P.
Group 11

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