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14. MANAGING KNOWLEDGE

14. MANAGING KNOWLEDGE. LEARNING OBJECTIVES. EXPLAIN ORGANIZATIONAL KNOWLEDGE MANAGEMENT DESCRIBE USEFUL APPLICATIONS FOR DISTRIBUTING, CREATING, SHARING KNOWLEDGE EVALUATE ROLE OF ARTIFICIAL INTELLIGENCE IN KNOWLEDGE MANAGEMENT *. LEARNING OBJECTIVES.

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14. MANAGING KNOWLEDGE

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  1. 14. MANAGING KNOWLEDGE

  2. LEARNING OBJECTIVES • EXPLAIN ORGANIZATIONAL KNOWLEDGE MANAGEMENT • DESCRIBE USEFUL APPLICATIONS FOR DISTRIBUTING, CREATING, SHARING KNOWLEDGE • EVALUATE ROLE OF ARTIFICIAL INTELLIGENCE IN KNOWLEDGE MANAGEMENT *

  3. LEARNING OBJECTIVES • DEMONSTRATE HOW ORGANIZATIONS USE EXPERT SYSTEMS, CASE-BASED REASONING TO CAPTURE KNOWLEDGE • DEMONSTRATE HOW NEURAL NETWORKS & OTHER TECHNIQUES IMPROVE KNOWLEDGE BASE *

  4. MANAGEMENT CHALLENGES • KNOWLEDGE MANAGEMENT IN THE ORGANIZATION • INFORMATION & KNOWLEDGE WORK SYSTEMS • ARTIFICIAL INTELLIGENCE • OTHER INTELLIGENT TECHNIQUES *

  5. KNOWLEDGE MANAGEMENT IN THE ORGANIZATION KNOWLEDGE MANAGEMENT: SYSTEMATICALLY & ACTIVELY MANAGING AND LEVERAGING STORES OF KNOWLEDGE IN AN ORGANIZATION *

  6. KNOWLEDGE MANAGEMENT IN THE ORGANIZATION KNOWLEDGE MANAGEMENT: • Office Automation Systems (OAS) • Knowledge Work Systems (KWS) • Group Collaboration Systems (GCS) • Artificial Intelligence Applications (AI) *

  7. INFORMATION AND KNOWLEDGE WORK SYSTEMS • INFORMATION WORK:Work consists primarily of creating, processing information • DATA WORKERS:People who process & disseminate organization’s paperwork • KNOWLEDGE WORKERS:People who design products or services or create new knowledge for organization *

  8. OFFICE AUTOMATION SYSTEMSMANAGING DOCUMENTS: • WORD PROCESSING • DESKTOP PUBLISHING • DOCUMENT IMAGING • WEB PUBLISHING • WORK-FLOW MANAGERS *

  9. OFFICE AUTOMATION SYSTEMSSCHEDULING: • ELECTRONIC CALENDARS • GROUPWARE • INTRANETS *

  10. OFFICE AUTOMATION SYSTEMSCOMMUNICATING: • E-MAIL • VOICE MAIL • DIGITAL ANSWERING SYSTEMS • GROUPWARE • INTRANETS *

  11. OFFICE AUTOMATION SYSTEMSMANAGING DATA: • DESKTOP DATABASES • SPREADSHEETS • USER-FRIENDLY INTERFACES TO MAINFRAME DATABASES *

  12. OFFICE AUTOMATION SYSTEMSMANAGING DATA: • DOCUMENT IMAGING SYSTEMS:Systems convert documents, images into digital form (e.g.: optical character recognition; microfiche) • JUKEBOX:Storage & retrieving device for CD-ROMs & other optical disks • INDEX SERVER:Imaging system to store / retrieve document *

  13. CREATE KNOWLEDGEKNOWLEDGE WORK SYSTEMS: INFORMATION SYSTEMS THAT AID KNOWLEDGE WORKERS TO CREATE, INTEGRATE NEW KNOWLEDGE IN ORGANIZATION *

  14. CREATE KNOWLEDGEKNOWLEDGE WORKERS: • KEEP ORGANIZATION UP-TO-DATE IN KNOWLEDGE:Technology; Science; Thought; the Arts • INTERNAL CONSULTANTS IN THEIR AREAS • CHANGE AGENTS:Evaluating; Initiating; Promoting Change Projects *

  15. CREATE KNOWLEDGEKNOWLEDGE SYSTEMS: • CAD/CAMComputer Aided Design/Computer Aided Manufacturing: Provides precise control over industrial design, manufacturing • VIRTUAL REALITY:Interactive softwarecreates photorealistic simulations of real world objects (Virtual Reality Modeling Language: VRML) * 14.15

  16. CREATE KNOWLEDGEKNOWLEDGE SYSTEMS: • INVESTMENT WORKSTATIONS: High-end PCs used in finance to analyze trading situations, facilitate portfolio management *

  17. SHARE KNOWLEDGEGROUP COLLABORATION SYSTEMS: • GROUPWARE:Allows interactive collaboration, approval of documents • INTRANETS:Good for relatively stable information in central repository • LOTUS NOTESTM IBM:Popular proprietary software; flexible changes, updates, editing; more secure than Intranets *

  18. CAPABILITIES OF GROUPWARE • PUBLISHING, REPLICATION • DISCUSSION TRACKING • DOCUMENT MANAGEMENT • WORK-FLOW MANAGEMENT • SECURITY • PORTABILITY • APPLICATION DEVELOPMENT * 14.18

  19. AI CAPTURE & CODIFY KNOWLEDGEARTIFICIAL INTELLIGENCE (AI)SYSTEMS: AI:COMPUTER-BASED SYSTEMS WITH ABILITIES TO LEARN LANGUAGE, ACCOMPLISH TASKS, USE PERCEPTUAL APPARATUS, EMULATE HUMAN EXPERTISE & DECISION MAKING *

  20. AI CAPTURE & CODIFY KNOWLEDGEARTIFICIAL INTELLIGENCE (AI)SYSTEMS: EXPERT SYSTEMS NEURAL NETS FUZZY LOGIC GENETIC ALGORITHMS INTELLIGENT AGENTS *

  21. AI ARTIFICIAL INTELLIGENCE NATURAL PERCEPTIVE EXPERT INTELLIGENT ROBOTICS LANGUAGE SYSTEMS SYSTEMS MACHINES AI FAMILY

  22. AI BUSINESS INTERESTS IN AI • PRESERVE EXPERTISE • CREATE KNOWLEDGE BASE • MECHANISM NOT SUBJECT TO FEELINGS, FATIGUE, WORRY, CRISIS • ELIMINATE ROUTINE / UNSATISFYING JOBS • ENHANCE KNOWLEDGE BASE *

  23. AI EXPERT SYSTEMS KNOWLEDGE - INTENSIVE CAPTURES HUMAN EXPERTISE IN LIMITED DOMAINS OF KNOWLEDGE *

  24. AI EXPERT SYSTEMS • KNOWLEDGE BASE:Model of Human Knowledge • RULE - BASED EXPERT SYSTEM :AI system based on IF - THEN statements (Bifurcation); Rule Base: Collection of IF - THEN knowledge • KNOWLEDGE FRAMES: Knowledge organizes in chunks based on shared relationships *

  25. AI EXPERT SYSTEMS • AI SHELL:Programming environment of expert system • INFERENCE ENGINE:Search through rule base • FORWARD CHAINING:Uses input; searches rules for answer • BACKWARD CHAINING:Begins with hypothesis, seeks information until hypothesis accepted or rejected *

  26. AI EXPERT SYSTEMS LIMITATIONS: • Often reduced to problems of classification • Can be large, lengthy, expensive • Maintaining knowledge base critical • Many managers unwilling to trust such systems *

  27. AI CASE - BASED REASON (CBR) AI USES DATABASE OF CASES: • USER DESCRIBES PROBLEM • SYSTEM SEARCHES DATABASE FOR SIMILAR CASES • SYSTEM ASKS MORE QUESTIONS • FINDS CLOSEST FIT • MODIFIES IF REQUIRED *

  28. AI OTHER AI TECHNIQUES • NEURAL NETWORKS:Software attempts to emulate brain processes • FUZZY LOGIC:Tolerates ambiguity using nonspecific MEMBERSHIP FUNCTIONS • GENETIC ALGORITHMS:Use models of organisms to promote evolution of solution • HYBRID AI SYSTEMS:Combinations *

  29. AI INTELLIGENT AGENT PROGRAM WITH BUILT-IN, LEARNED KNOWLEDGE BASE TO DO SPECIFIC, REPETITIVE, PREDICTABLE TASKS FOR: • INDIVIDUAL • BUSINESS PROCESS • SOFTWARE APPLICATION *

  30. Connect to the INTERNET PRESS LEFT MOUSE BUTTON ON ICON TO CONNECT TO THE LAUDON & LAUDON WEB SITE FOR MORE INFORMATION IN THIS CHAPTER

  31. 14. MANAGING KNOWLEDGE

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