Class 14 Knowledge Processes amp Knowledge Work Systems Updated May 2016 1 of 15 Outline Importance of knowledge Knowledge worker Knowledge concept amp types Knowledge m anagement process ID: 467449
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MIS 2000Class 15Knowledge Processes & Knowledge Work SystemsUpdated 2018
1
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OutlineImportance of knowledge Knowledge worker Knowledge concept & typesKnowledge management processKnowledge Works Systems (KWS)Knowledge cultureSummary2 of 15Slide3
Importance of KnowledgeWhy 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 (for text: knowledge of language, reading, concepts...).3 of 15Slide4
Knowledge and OccupationsKnowledge 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) Manipulate/process data
Interprets documents and
analysis to draw
information
Apply knowledge on solving biz problem
Produce biz documents
Create
analysis
,
research (pieces of knowledge)
Clerk
Manager
Professional
4
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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
Knowledge acquisition is
incremental
Knowledge
is never
complete,
or
100%
correct
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Explicit Can be communicated Definitions, taxonomies, theories, procedures, cases
Tacit
Difficult to communicate
Experiential, analysis & synthesis
skills
Mgt
. goal to extract
it, holders of tacit
knowledge may resist
Three Knowledge Taxonomies
Source view:* Theoretical (science, theories) vs. Experiential knowledge (practical, personal, via doing)
Communication view
:
Economic view
:
Human Capital
(in people) vs.
Structural Capital
(in
things, including technology)
IS can be used for
documenting
and/or
communicating
all forms of knowledge but tacit.*
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Knowledge Management Process
A
sequence of activities from knowledge generation to discarding
.
The process
is circular and it keeps repeating.
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Knowledge Work Systems (KWS) SystemGener-ateCodify
& Store
Share
Utilize
Update
Document Management System
yes
yes
yes
Case Based Reasoning System (CBRS)
yes
yes
yes
yes
yesExpert System (ES)yesyesyesArtificial Neural Network System (ANNS)yesyesyesyes
The table maps KWS into steps of knowledge management process.
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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 in formal codification applied.
Used
in corporate learning centers, and by individuals and groups in their regular job.
DMS is a standard system in
consulting firms (e.g., Accenture). 9 of 15Slide10
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.Benefit (main): Expert knowledge shared with non-experts.UserInterface
Inference Engine
Creates reasoning path by
reading K-base and
user’s inputs
Knowledge
Base (K-Base)
If-then rules
linked in
decision tress
to represent
expert knowledge
More on expert systems
...
Expert System
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KWS that codifies the expertise of people in the form of
if-then
rules
.Slide11
Case-Based Reasoning (CBR): Represents knowledge as cases – descriptions of problems with solutions (like in law). CBS systems are used in help desks, conflict resolution, professional problem solving that cannot be reduced to if-then rules, instructional systems, medical diagnosing (teaching how to do something – procedural knowledge).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.KWS: Case-Based Reasoning SystemMhmmm… an interesting case, indeed!Case Base (descriptions of problems, prob. solving processes, and solutions)
User
Interface
Index
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Artificial Neural Network (ANN) System ANN System simulates human brain’s cells (neurons) and connections.Used for pattern recognition (text, image, voice).Connection patterns get created, which allows ANN System to make some inferences. The inferences are represented in form of graphics, numerical figures, text, etc. ANN with 3 layers of “neurons”
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
COMP-
UTER
FRUIT
APPLE
COMP.
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Organizational Culture and KnowledgeKnowledge 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 and shared.Beliefs on role of knowledge in business: knowledge should contribute directly to profit objectives.Assumptions about purpose KWS: KWS should enable storing and efficient access to knowledge content, and contribute directly to profitability.13 of 15Slide14
Knowledge CultureKnowledge culture may be facilitated by teamwork – important in knowledge creation and particularly sharing. May help uncovering tacit knowledge. 14 of 15Slide15
SummaryKnowledge 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).15 of 15