MIS 2000 Class 13 Knowledge Processes & Knowledge Work Systems Updated Oct. 2014

1. MIS 2000 Class 13 Knowledge Processes & Knowledge Work Systems Updated Oct. 2014

2. Outline • Importance of knowledge • Knowledge worker • Knowledge concept & types • Knowledge management process • Knowledge Works Systems (KWS) • Knowledge culture • Summary

3. Importance of Knowledge • Why do you study? • Some companies thrive on knowledge (3M, Accenture, Microsoft, Apple). New products materialize new knowledge. • Some successful companies get overrun by competition because they neglected to advance product knowledge. • The same applies to individual professionals. • Knowledge rocks! Without knowledge you wont’ be able to “get” any information.

4. Knowledge and Occupations • Knowledge worker is a professional that intensely applies (uses) domain knowledge at work and/or generates it (analysts, R+D). • In contrast, • clerk mostly processes data (collection, formatting entering in forms or IS, running IS) • manager mostly interprets documents (gets informed) Clerk Manager Professional Manipulate/ process data Apply knowledge on solving biz problem Interprets documents and analysis to draw information Create analysis, research Produce biz documents

5. Knowledge • Knowledge refers to understanding what something is, why something is, and how to do something: - What: concepts, concepts’ relationships, taxonomies - Know-how (procedures): How-to do something, analysis/synthesis, how to generate new knowledge - Why: understanding cause-effect relationships (special relationship) • Knowledge acquisition is • incremental • Knowledge is never complete, • or 100% correct

6. Three Knowledge Taxonomies • Source view:* Theoretical (science, theories) vs. Experiential knowledge (practical, personal, via doing) • Communication view: Explicit • Can be communicated • Definitions, taxonomies, theories, procedures, cases Tacit • Difficult to communicate • Experiential, analysis & synthesis skills • Mgt. goal to extract it • Economic view: Human Capital (in people) vs. Structural Capital (in things)

7. Knowledge Management Process • A sequence of activities from knowledge generation to discarding.* The process keeps repeating.

8. Knowledge Work Systems (KWS) The table maps KWS into steps of knowledge management process.

9. KWS: Document Management System • Document Management System (DMS) = Searchable repository of documents that codify knowledge in a formal way. • Similarities with File Sharing System, a type of GSS. DMS is different in knowledge content and formal codification. • Used in corporate learning centers, and by individuals and groups in their regular job. • DMS is a standard system in consulting firms (see Accenture case later).

10. KWS: Case-Based Reasoning System • Case-Based Reasoning (CBR): Represents knowledge as cases – descriptions of problems with solutions (like in law). • Procedure of using CBR system involves user’s input of keywords and the system’s search for the best fit between the input and documents that may help in solving the user’s problem. New knowledge may also result from using CBR system.* • CBS systems are used in help desks, conflict resolution, professional problem solving that cannot be reduced to if-then rules, instructional systems (teaching how to do something – procedural knowledge). Mhmmm… an interesting case, indeed! Case Base (descriptions of problems, prob. solving processes, and solutions) Index User Interface

11. Expert System • KWS that codifies the expertise of people in the form of if-then rules. • Benefit: Expert knowledge shared with non-experts. • Used in account auditing, medical diagnosing, troubleshooting of machinery, health care (Medical underwriting system at Blue Cross), financial industry (CLUES system for loan underwriting), oil & mining Knowledge Base (K-Base) If-then rules linked to represent expert knowledge Inference Engine Creates reasoning path by reading K-base and user’s inputs User Interface More on expert systems...

12. Artificial Neural Network (ANN) System • ANN System simulates human brain’s cells (neurons) and connections • Connection patterns get created, which allows ANN System to make some inferences. • The inferences are represented in form of graphics, numerical figures, text, etc. This resembles human knowledge Hidden layer strengthens connections between APPLE and COMPUTER. Therefore, the text is about high-tech part of California’s economy and not about agriculture. APPLE APPLE COMP. COMP- UTER FRUIT ANN with 3 layers of “neurons”

13. Organizational Culture and Knowledge • Knowledge culture systematically supports the entire knowledge process. Examples: Accenture, 3M, Microsoft… • Beliefs and behaviors related to knowledge at Accenture: • Beliefs & practices on generation & sharing of knowledge: Knowledge should be continually created through consulting practice and shared broadly. • Beliefs on role of knowledge in business: knowledge should contribute directly to profit objectives. • Assumptions about purpose KWS: To enable storing and efficient access to knowledge content, and contribute to profitability.

14. Knowledge Culture • Knowledge culture may be facilitated by teamwork – important in knowledge creation and particularly sharing.

15. Summary • Knowledge worker is a professional that intensely applies/generates knowledge at work. • Knowledge refers to understanding what something is, why something is, and how to do something. Develops gradually and is never perfect. • Knowledge kinds: Theoretical & practical; explicit & implicit; memorized & materialized. • Knowledge mgt. process is cyclical and includes generation, codifying/storing, sharing, utilizing, & updating/discarding. • Knowledge work systems (KWS) studied are Artificial Neural Network, Document Management System, Expert System, & Case-Based Reasoning System. They support different phases of knowledge process (slide 7). • Any company should pay attention to managing knowledge. Knowledge culture exists in a company that systematically supports entire knowledge management process (e.g., Accenture).