Knowledge Work Systems Updated 2017 Outline Importance of knowledge Knowledge worker Knowledge concept amp types Knowledge m anagement process Knowledge Works Systems KWS Knowledge culture ID: 661260
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Slide1
MIS 2000
Class
16
Knowledge Processes &
Knowledge Work Systems
Updated Fall 2020Slide2
Outline
Importance of knowledge
Knowledge worker Knowledge concept & typesKnowledge management processKnowledge Works Systems (KWS)Knowledge cultureSummary
2
of 15Slide3
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 (you need knowledge of language, reading, concepts...).
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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)
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
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of 15Slide5
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)
KnowledgeKnowledge acquisition is incrementalKnowledge is never complete, or 100% correct
5 of 15QSlide6
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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QSlide8
Knowledge Work Systems (KWS)
System
Gener-ate
Codify
& Store
Share
Utilize
Update
Document Management System
yes
yes
yesCase Based Reasoning System (CBRS)yes
yesyesyesyesExpert System (ES)yesyesyesArtificial Neural Network System (ANNS)yesyesyesyes
The table maps KWS into steps of knowledge management process.
8 of 15Slide9
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
.
User
Interface
Inference Engine
Creates reasoning path by
reading K-base and
user’s inputs
Knowledge Base (K-Base)If-then rules linked in decision tressto represent expert knowledge
More on expert systems
...
Expert System10 of 15
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 System
Mhmmm… an interesting case, indeed!
Case Base
(descriptions of problems,
prob. solving processes, and
solutions)
UserInterfaceIndex
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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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of 15Slide13
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
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 15
QSlide14
Knowledge Culture
Knowledge culture may be facilitated by teamwork – important in knowledge creation and particularly sharing. May help uncovering tacit knowledge.
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of 15Slide15
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 Document Management System, Expert System, Case-Based Reasoning
System, and Artificial Neural Network.
They support different phases of knowledge process (slide 8).
Any company should pay attention to managing knowledge. Knowledge culture exists in a company that systematically supports entire knowledge management process (e.g., Accenture).
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