Knowledge Management

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Knowledge Management

• PBCS Lecture 6

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Knowledge Management

• What is Knowledge Management
• The process of storing, managing and providing
  access to the store of knowledge within an
  organisation
• Critical to organisation
• Critical to survival

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Implementing Maintaining a Knowledge Management
Policy

• Appropriate IT Structure
• Staff to manage knowledge
• Train knowledge workers
• Chief KW,
• Design new systems
• ID Sources of knowledge

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Knowledge Management Data Workers data/trans

• Knowledge Workers Create
• Knowledge and new prod/serv

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Problems with Knowledge Management

• Lack of appropriate IT structure
• Poor training
• Two specific problems with K/Management
• Inadequate systems to produce and distribute
  knowledge
• Workers do not know what is available

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Knowledge Management Types of Knowledge

• Three types of knowledge captured
• Structured internal knowledge
• External knowledge
• Informal internal knowledge
• Structured and External focus of knowledge
  management systems
• Informal (most useful) hard to collect

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Knowledge Management Knowledge Support Systems

• Effective Knowledge Management

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Knowledge Management Distribution of Knowledge

• Office Automation System (OAS)
• Distribute knowledge within an Organisation
• Co-ordinate work within section or locations
• Between sections or locations
• Provide external connections
• Usually operated by Data Workers

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Knowledge Management Activities of an OAS

• Document management
• Scheduling work of data/knowledge
• Managing communication
• Obtaining and managing data

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Knowledge Management Network Topologies

• PCs with Network Access
• LANs and Gateways
• WANs and Internet/WWW
• Intranets
• Extranets
• Value Added Networks
• VPNs

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Knowledge Management Share Knowledge

• Using NETWORK to provide access to databases and
  communication systems to share Knowledge with
  workers
• Two systems are used
• Groupware
• Intranets

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Knowledge Management Groupware, SW to allow
sharing info

• Group writing and commenting
• Email distribution
• Scheduling meeting
• Projects maintenance
• Meeting and conferences

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Knowledge Management Groupware and Knowledge
Workers

• Essential to Knowledge Workers (Domino/Exchange)
• Simultaneous access
• Duplication
• Discussion databases
• Management/security
• Application development

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Knowledge Management Intranets

• Private Internet (HTML)
• No Particular HW
• Maybe extended to an Extranet (3rd party access)
• Quick/cheap mechanism for sharing

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Knowledge Management Benefits of using Intranet

• Low start up cost
• Reduced distribution
• Low training cost
• Easy to expand
• Functionality of HTML

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Knowledge Management Comparison of GE and
Intranets

• Cost
• Document tracking
• Security
• Robust
• Size of organisation

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Knowledge Management Create Knowledge

• A main function of Knowledge Workers
• To assist with Creation of Knowledge
• Appropriate SW and HW Systems
• External Knowledge
• User friendly interface
• Technology and power

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Knowledge Management Other requirements

• Technical Cost
• Working environment
• Flexible working hours

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Knowledge Management Capture and ID Knowledge

• Entering onto systems
• Codifying (defining the rules)
• Why is AI Required
• Preserve knowledge
• Eliminate routine
• Enhanced storage
• Analyse large problems
• Objective overview

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Knowledge Management Expert Systems

• Building blocks for AI
• Decisions based on rules (lots of rules)
• IF Then Else
• Use of expert systems
• Problems with expert systems

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Knowledge Management Case Based Reasoning

• Alternative to Expert System
• Small area (ex. LoanApplication)
• Can also learn

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Knowledge Management Neural Nets

• Combination of HW and SW which attempts to
  emulate human reasoning
• I/P/O, large interconnected processors which
  effectively learn
• More effective than expert systems

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Knowledge Management Fuzzy Logic

• Introduction of imprecision into computers
• Ex. Range of temperatures in a room
• May be able to assist Data Workers with capture
  and codification of knowledge by tracking
  potentially unreasonable items

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Knowledge Management Genetic Algorithms

• Algorithm (Procedure)
• Which adapts or changes to environment

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Knowledge Management Intelligent Agents

• SW programs given specific tasks
• Human works on other things
• Agent reports back when complete

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Problems with Knowledge Management

• Inefficient capture of Knowledge
• Failure to appreciate
• Measuring intangible benefit of knowledge
• Information overload