IS for Knowledge Mgt

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Objectives
 Identify knowledge management programs
and systems
 Analyse the information system applications
useful for distributing, creating, and sharing
knowledge in the firm

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Organizational Learning and
Knowledge Management
 Data: is a raw fact that has no any significance
beyond its existence. It can exist in any form,
usable or not.
 Information is processed data that has meaning
by way of relational connection.
 Knowledge: is the collection of information, and
the ability to change such information into action.
It is related to the different techniques used by
other people in the past or being used at the
present to solve scientific and social problems.
(Ackoff, R. L. (1989)

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Organizational Learning and
Knowledge Management
Discussion Points: What is organisational learning and
organisational Memory?
 Knowledge exists in collection of multiple experience and perspective
 Organizational learning: the ability of an organization to create
new standard operating procedures and business processes from its
experience that add value to products and services
 Organizational Memory: Stored learning from organization’s history
. Used for decision making and other purposes
 Knowledge management Set of processes to create, gather, store,
maintain, and disseminate knowledge
 Knowledge Assets: Organizational knowledge enabling the business
to create value
 Chief Knowledge Officer (CKO): Senior executive in charge of
organization’s knowledge management program

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Types of knowledge
Explicit Knowledge:
◦ Articulated in a formal language and easily transmitted among
individuals both synchronously and asynchronously
◦ Codified in book, manuals, picture, and video
◦ Can be transferred easily with the help of electronic tools
◦ Disadvantage: it is difficult to handle the abundant volume of
information
Tacit Knowledge:
◦ Expertise and experience not formally documented
◦ A personal knowledge embedded in individual experience
involving such intangibles like personal belief instinct ,
perspective and value.
◦ More difficult to capture and diffuse
◦ Transferred through face to face communication, revealed at the
time of meetings or informal discussions
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Knowledge Management Value
Chain

Source: Laudon and Laudon, 12th

Edition, page 419
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Types Of Knowledge Management
Systems
Three types of KMS:
1. Enterprise-wide knowledge
management systems
a) Enterprise content management systems
b) Knowledge network systems
c) Collaboration systems
d) Learning Management Systems
2. Knowledge work systems (KWS).
3. Intelligent techniques,

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1. Enterprise wide Knowledge
Management Systems
are general-purpose firm wide efforts to collect, store,
distribute, and apply knowledge in the organizations.
Forms of EKMS
 Enterprise content management systems help

to organise and manage structured and semi-

structured knowledge assets
◦ systems for structured knowledge include corporate
repositories of documents, reports, presentations, and best
practices,
 Knowledge network systems: useful when the
appropriate knowledge is not in the form of a digital
document but instead resides in the memory of
expert individuals in the firm.

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1. Enterprise wide Knowledge
Management Systems (2)
 Collaboration tools: useful for group
coordination and collaboration..
 A learning management system (LMS)

provides tools for the management, delivery,

tracking, and assessment of various types of
employee learning and training.
The supporting technologies include portals,
search engines, collaboration tools (e-mail, instant
messaging, wikis, blogs, and social networking),
learning management systems, teleconferencing,
video conferencing, groupware intranets, etc.

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2. knowledge work system
Knowledge work system: An Information system
that aid knowledge workers (engineers, scientists,
and other knowledge workers) in creation and
integration of new knowledge into the existing
knowledge
 Examples:

◦ Computer-aided design (CAD): Automates the

creation, revision and specifications of designs for
manufacturing.
◦ Virtual reality systems: Use interactive graphic
software to create computer generated simulations.
◦ Investment workstation: Help financial experts to
access and manipulate massive amounts of financial
data.

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2. knowledge work system (2)

Discussion: What are the roles of knowledge workers?

I Role of Knowledge Workers
◦ Keep the organization up-to-date in knowledge as it develops
in the external environment.
◦ Serving as internal consultants
◦ Acting as change agents: Evaluating, initiating and promoting
change projects
 Knowledge workers rely on:
◦ office automation systems such as word processors, Voice mail, Calendars,
◦ Specialized software
 Data workers rely solely on office automation
systems

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Intelligent techniques:
Are the family of AI such as expert systems, neural
networks, fuzzy logic, genetic algorithms, and
intelligent agents.

Artificial Intelligence
◦ is the effort to develop computer that behave as human
can do.
◦ system exhibit logic, reasoning, intuition and the common
sense quality that we associate with human beings.

Class discussion: What are the important

features of Intelligence?

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ATTRIBUTES OF INTELLIGENT
BEHAVIOR
 Learn or understand from experience.
 Think and reason to solve a problem.
 Acquire and apply knowledge
 Exhibit creativity and imagination
 Deal with complex or perplexing situation
 Respond quickly and successfully to new situation
 Recognize the relative importance of elements in
a situation.
 Handle ambiguous, incomplete, or erroneous
information.
Human intelligence is vastly complex and much
broader than computer intelligence.

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Interest of business in
artificial intelligence
 To store information to improve organizational memory
and to create an organizational knowledge base
 To overcome human feelings or weaknesses such as
fatigue and worry. This may be true when jobs are
environmentally, physically or mentally dangerous to
humans.
 To replace humans in doing routine and unsatisfying jobs.
 to solve problems that are too massive and complex to be
analyzed by human beings in short period of time.
 Classifications of Artificial intelligence system
1. Expert system
2. Neural networks
3. Fuzzy logic
4. Genetic algorithms
5. Intelligent agents

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A. Expert systems
 It is knowledge based information system that
uses knowledge about a specific area to act as an
expert consultant .
 “the concept of expert systems is based on the
assumption that an expert’s knowledge can be
captured in computer storage and then applied
by others when the need arises. Example: using
computers for medication.
 Expert system assists decision making by asking
relevant questions and explaining the reason for
adopting certain action.

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Expert systems
 The modeling of human knowledge as collected
set of rules is called the knowledge base.
 AI program can have 200-10,000 rules, far more
than traditional program which have 50 to 100 if
– then statements.
 the strategy used to search through the rule base
is called the inference engine.
◦ Forward chaining- information entered by user and
search the rule based to arrive at conclusion.
◦ Backward chaining- Starts with hypothesis and
proceeds by asking the user questions about selected
facts.

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Expert systems …
Successful expert system results with
 Reduced error

 reduced cost

 reduced training time

 improved decision

 improved quality and service

Limitation of expert system

 lack general intelligence as human being

 only certain class of problem solved

 need knowledgeable individual for manipulation

and programming
 limited management function

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B. neural networks
 Discover knowledge by using hardware and
software that emulate the processing power of
the biological brain
 Used for modeling complex and poorly
understood problems for which large amount of
data is collected
 Useful for finding patterns and relationships
in massive amounts of data that would be too
complicated and difficult for human brain to
analyse.
 Applicable in medicine, science and business.

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C/ fuzzy logic
 Rule based development in AI; tolerates
imprecision and even uses to solve problems that
are not solved before.
 Inferring knowledge that is imprecise, uncertain
or unreliable. Example: hot, cold, cool or warm
 Solve subjective value and incomplete or
ambiguous data
 Fuzzy logic is much closer to the way people
actually think than fractional if_ then rules.

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D/ genetic Algorithms
 Problem solving technique that promotes the
evolution of solutions to specified problems using
a model of living organisms, adapting to their
environment.
 They are programmed to work the way people
solve the problem; by changing and re-
organization their component parts using
processes such as reproduction, mutation,
and natural selection
 Genetic algorithms promote the evolution of
solution to particular problems controlling the
generation, variation, adaptation, and selection

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Intelligent agents
 Software programs that work in the back
ground to carry out specific repetitive and
predictable tasks for an individual user;
business process or software application.
 The agents can be programmed to make

decision based on the user personal

preference.
Ex. - Schedule appointment
 To find cheapest airfare to California

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