14.1 Copyright © 2005 Pearson Education Canada Inc. Management Information Systems, Second Canadian...

Management Information Systems, Management Information Systems, Second Canadian EditionSecond Canadian Edition

Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems

KNOWLEDGE-KNOWLEDGE-BASED BASED

INFORMATION INFORMATION SYSTEMSSYSTEMS

• Why do businesses today need knowledge Why do businesses today need knowledge management programs and systems for management programs and systems for knowledge management?knowledge management?

• Which information system applications Which information system applications are most useful for distributing, creating, are most useful for distributing, creating, and sharing knowledge in the firm?and sharing knowledge in the firm?

continued

OBJECTIVES

• What are the business benefits of using What are the business benefits of using artificial intelligence technology for artificial intelligence technology for knowledge management?knowledge management?

• How can businesses use expert systems How can businesses use expert systems and case-based reasoning to capture and case-based reasoning to capture knowledge?knowledge?

• How can organizations benefit from using How can organizations benefit from using neural networks and other intelligent neural networks and other intelligent techniques?techniques?

OBJECTIVES (continued)

Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems HILL AND KNOWLTON CANADA LIMITED

1.1. Designing knowledge systems that Designing knowledge systems that genuinely enhance organizational genuinely enhance organizational performanceperformance

2.2. Identifying and implementing appropriate Identifying and implementing appropriate organizational applications for artificial organizational applications for artificial intelligenceintelligence

MANAGEMENT CHALLENGES

Knowledge AssetsKnowledge Assets• Organizational knowledge regarding how Organizational knowledge regarding how

to efficiently and effectively perform to efficiently and effectively perform business processes and create new business processes and create new products and services that enable the products and services that enable the business to create valuebusiness to create value

14.1 KNOWLEDGE MANAGEMENT IN THE ORGANIZATION

Organizational Learning and Knowledge Management

Organizational LearningOrganizational Learning• Creation of new standard operating Creation of new standard operating

procedures and business processes procedures and business processes reflecting experience reflecting experience

Knowledge ManagementKnowledge Management• Set of processes developed to create, Set of processes developed to create,

gather, store, maintain, and apply the gather, store, maintain, and apply the firm’s knowledgefirm’s knowledge

Chief Knowledge Officer (CKO)Chief Knowledge Officer (CKO)• Senior executive in charge of Senior executive in charge of

organization’s knowledge management organization’s knowledge management programprogram

Tacit KnowledgeTacit Knowledge• Expertise and experience not formally Expertise and experience not formally

documenteddocumented

Best PracticesBest Practices• Successful solutions or problem-solving Successful solutions or problem-solving

methods developed by specific methods developed by specific organization or industryorganization or industry

Systems and Infrastructure for Knowledge Management

Organizational MemoryOrganizational Memory• Stored learning from organization’s Stored learning from organization’s

history history • Used for decision making and other Used for decision making and other

purposespurposes

Information WorkInformation Work• Consists of creating or processing informationConsists of creating or processing information

Data WorkersData Workers• Personnel, such as secretaries, who process and Personnel, such as secretaries, who process and

disseminate the organization’s information and disseminate the organization’s information and paperworkpaperwork

Knowledge WorkersKnowledge Workers• Professionals, such as engineers, who design Professionals, such as engineers, who design

products or services, or create knowledgeproducts or services, or create knowledge

14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS

Office SystemsOffice Systems

• Manage and coordinate work of data and Manage and coordinate work of data and knowledge workersknowledge workers

• Connect work of local information workers Connect work of local information workers with all levels and functions of organizationwith all levels and functions of organization

• Connect organization to external worldConnect organization to external world

• Example: Word processing, voice mail, and Example: Word processing, voice mail, and imagingimaging

Distributing Knowledge: Office and Document Management Systems

Document Imaging SystemsDocument Imaging Systems

• Convert documents and images into Convert documents and images into digital form digital form

• Can be stored and accessed by the Can be stored and accessed by the computercomputer

Knowledge RepositoryKnowledge Repository• Documented knowledge in a single Documented knowledge in a single

locationlocation

Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS

Knowledge Work Systems (KWS)Knowledge Work Systems (KWS)• Aid knowledge workers in creation and Aid knowledge workers in creation and

integration of new knowledgeintegration of new knowledge

• Specialized tools for specific types of Specialized tools for specific types of knowledge workknowledge work

• User-friendly interfaceUser-friendly interface

Creating Knowledge: Knowledge Work Systems

Examples of Knowledge Work SystemsExamples of Knowledge Work Systems• Computer-aided design (CAD)Computer-aided design (CAD)

• Virtual reality systemsVirtual reality systems

• Virtual Reality Modeling Language (VRML)Virtual Reality Modeling Language (VRML)

• Investment workstationsInvestment workstations

• GroupwareGroupware

• Intranets and Enterprise Knowledge Intranets and Enterprise Knowledge EnvironmentsEnvironments

• Enterprise information portalsEnterprise information portals

• TeamwareTeamware

Sharing Knowledge: Group Collaboration Systems and Enterprise Knowledge Environments

Intranets and Enterprise Knowledge Environments

Knowledge MapKnowledge Map• Tool for identifying and locating the Tool for identifying and locating the

organization’s knowledge resourcesorganization’s knowledge resources

Enterprise Information PortalEnterprise Information Portal• Application that enables companies to Application that enables companies to

provide users with a single gateway to provide users with a single gateway to internal and external sources of internal and external sources of informationinformation

Figure 14.9

An Enterprise Information Portal

Artificial IntelligenceArtificial Intelligence• Effort to develop computer-based systems Effort to develop computer-based systems

that behave like humansthat behave like humans

• Ability to learn language, accomplish Ability to learn language, accomplish physical tasks, use a perceptual physical tasks, use a perceptual apparatus, and emulate human expertise apparatus, and emulate human expertise and decision makingand decision making

14.3 ARTIFICIAL INTELLIGENCE

What is Artificial Intelligence?

Chapter 14: Knowledge-Based Information Systems Chapter 14: Knowledge-Based Information Systems 14.3 ARTIFICIAL INTELLIGENCE

What is Artificial Intelligence?

Artificial Intelligence:Artificial Intelligence:• Stores information in active formStores information in active form• Creates mechanism not subjected to Creates mechanism not subjected to

human feelingshuman feelings• Eliminates routine and unsatisfying jobs Eliminates routine and unsatisfying jobs • Enhances organization’s knowledge base Enhances organization’s knowledge base

by generating solutions to specific by generating solutions to specific problemsproblems

Why Business is Interested in Artificial Intelligence

Capturing Knowledge: Expert Systems

Expert SystemExpert System• Knowledge-intensive computer program Knowledge-intensive computer program

that captures the expertise of a human in that captures the expertise of a human in limited domains of knowledgelimited domains of knowledge

Knowledge BaseKnowledge Base• Model of human knowledge that is used by Model of human knowledge that is used by

expert systemexpert system

How Expert Systems WorkHow Expert Systems Work• Rule-Based Expert SystemRule-Based Expert System

– An AI program that has a large number of interconnected and nested IF-THEN statements or rules that are the basis for the knowledge

• Rule BaseRule Base– The collection of knowledge in an AI system,

represented by IF-THEN statements

• AI ShellAI Shell– The programming environment of an expert system

continued

How Expert Systems Work How Expert Systems Work (continued)(continued)

• Inference EngineInference Engine– The strategy used to search through the rule

base in an expert system– Can be forward or backward chaining

Strategies for Searching the Rule BaseStrategies for Searching the Rule Base

• Forward ChainingForward Chaining– begins with the information entered by the user and

searches the rule base to arrive at a conclusion

• Backward ChainingBackward Chaining– acts like a problem solver– begins with a hypothesis and seeks out more

information until the hypothesis is either proven or disproved

Knowledge EngineerKnowledge Engineer

• Specialist eliciting information and Specialist eliciting information and expertise from other professionals expertise from other professionals

• Translates information into set of rules for Translates information into set of rules for an expert systeman expert system

Case-Based Reasoning (CBR)Case-Based Reasoning (CBR)

• Captures and stores collective knowledgeCaptures and stores collective knowledge

• Represents knowledge as database of Represents knowledge as database of cases and solutionscases and solutions

Organizational Intelligence: Case-Based Reasoning

• Hardware or software emulating Hardware or software emulating processing patterns of a biological brainprocessing patterns of a biological brain

• Put intelligence into hardware in form of a Put intelligence into hardware in form of a generalized capability to learngeneralized capability to learn

Neural Networks

14.4 OTHER INTELLIGENT TECHNIQUES

• Rule-based AI Rule-based AI

• Tolerates imprecision Tolerates imprecision

• Uses nonspecific terms called Uses nonspecific terms called membership functions to solve problemsmembership functions to solve problems

Fuzzy Logic

• Problem-solving methods that promote Problem-solving methods that promote evolution of solutions to specified evolution of solutions to specified problems problems

• Use a model of living organisms adapting Use a model of living organisms adapting to their environmentto their environment

Genetic Algorithms

14. 4 OTHER INTELLIGENT TECHNIQUES

Hybrid AI SystemsHybrid AI Systems• Integration of multiple AI technologies into Integration of multiple AI technologies into

a single application a single application

• Takes advantage of best features of Takes advantage of best features of technologiestechnologies

• Software programs Software programs

• Use built-in or learned knowledge base to Use built-in or learned knowledge base to carry out specific, repetitive, and carry out specific, repetitive, and predictable tasks predictable tasks

Intelligent Agents

KNOWLEDGE-KNOWLEDGE-BASED BASED

INFORMATION INFORMATION SYSTEMSSYSTEMS

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