Chapter 14: Knowledge-Based Information Systems

Management Information Systems, Second Canadian Edition
Chapter 14: Knowledge-Based Information Systems
KNOWLEDGEBASED INFORMATION SYSTEMS
14.1
Copyright 2005 Pearson Education Canada Inc.

Chapter 14: Knowledge-Based Information Systems OBJECTIVES
Why do businesses today need knowledge management programs and systems for knowledge management?
Which information system applications are most useful for distributing, creating, and sharing knowledge in the firm?
continued
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Chapter 14: Knowledge-Based Information Systems OBJECTIVES (continued)
What are the business benefits of using artificial intelligence technology for knowledge management? How can businesses use expert systems and case-based reasoning to capture knowledge? How can organizations benefit from using neural networks and other intelligent techniques?
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Chapter 14: Knowledge-Based Information Systems HILL AND KNOWLTON CANADA LIMITED
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Chapter 14: Knowledge-Based Information Systems MANAGEMENT CHALLENGES
1. Designing knowledge systems that genuinely enhance organizational performance 2. Identifying and implementing appropriate organizational applications for artificial intelligence
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Chapter 14: Knowledge-Based Information Systems 14.1 KNOWLEDGE MANAGEMENT IN THE ORGANIZATION
Organizational Learning and Knowledge Management
Knowledge Assets
Organizational knowledge regarding how to efficiently and effectively perform business processes and create new products and services that enable the business to create value
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Organizational Learning
Creation of new standard operating procedures and business processes reflecting experience
Knowledge Management
Set of processes developed to create, gather, store, maintain, and apply the firms knowledge
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Chief Knowledge Officer (CKO)

Senior executive in charge of organizations knowledge management program
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Systems and Infrastructure for Knowledge Management
Tacit Knowledge
Expertise and experience not formally documented
Best Practices
Successful solutions or problem-solving methods developed by specific organization or industry
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Organizational Memory
Stored learning from organizations history Used for decision making and other purposes
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Chapter 14: Knowledge-Based Information Systems 14.2 INFORMATION AND KNOWLEDGE WORK SYSTEMS
Information Work
Consists of creating or processing information
Data Workers
Personnel, such as secretaries, who process and disseminate the organizations information and paperwork
Knowledge Workers
Professionals, such as engineers, who design products or services, or create knowledge
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Distributing Knowledge: Office and Document Management Systems
Office Systems
Manage and coordinate work of data and knowledge workers Connect work of local information workers with all levels and functions of organization
Connect organization to external world

Example: Word processing, voice mail, and imaging
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Document Imaging Systems

Convert documents and images into digital form Can be stored and accessed by the computer
Knowledge Repository
Documented knowledge in a single location
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Creating Knowledge: Knowledge Work Systems
Knowledge Work Systems (KWS)

Aid knowledge workers in creation and integration of new knowledge Specialized tools for specific types of knowledge work User-friendly interface
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Examples of Knowledge Work Systems

Computer-aided design (CAD)
Virtual reality systems

Virtual Reality Modeling Language (VRML) Investment workstations
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Sharing Knowledge: Group Collaboration Systems and Enterprise Knowledge Environments
Groupware
Intranets and Enterprise Knowledge Environments Enterprise information portals Teamware
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Intranets and Enterprise Knowledge Environments
Knowledge Map
Tool for identifying and locating the organizations knowledge resources
Enterprise Information Portal

Application that enables companies to provide users with a single gateway to internal and external sources of information
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Figure 14.9 An Enterprise Information Portal
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Chapter 14: Knowledge-Based Information Systems 14.3 ARTIFICIAL INTELLIGENCE
What is Artificial Intelligence?
Artificial Intelligence
Effort to develop computer-based systems that behave like humans Ability to learn language, accomplish physical tasks, use a perceptual apparatus, and emulate human expertise and decision making
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What is Artificial Intelligence?
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Why Business is Interested in Artificial Intelligence
Artificial Intelligence:
Stores information in active form Creates mechanism not subjected to human feelings Eliminates routine and unsatisfying jobs Enhances organizations knowledge base by generating solutions to specific problems
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Capturing Knowledge: Expert Systems
Expert System
Knowledge-intensive computer program that captures the expertise of a human in limited domains of knowledge
Knowledge Base
Model of human knowledge that is used by expert system
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How Expert Systems Work

Rule-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 Base
The collection of knowledge in an AI system, represented by IF-THEN statements
AI Shell
The programming environment of an expert system
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How Expert Systems Work (continued) Inference Engine

The strategy used to search through the rule base in an expert system Can be forward or backward chaining
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Strategies for Searching the Rule Base

Forward Chaining
begins with the information entered by the user and searches the rule base to arrive at a conclusion
Backward Chaining
acts like a problem solver begins with a hypothesis and seeks out more information until the hypothesis is either proven or disproved
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Knowledge Engineer
Specialist eliciting information and expertise from other professionals Translates information into set of rules for an expert system
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Organizational Intelligence: Case-Based Reasoning
Case-Based Reasoning (CBR)

Captures and stores collective knowledge Represents knowledge as database of cases and solutions
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Organizational Intelligence: Case-Based Reasoning
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Chapter 14: Knowledge-Based Information Systems 14.4 OTHER INTELLIGENT TECHNIQUES
Neural Networks
Hardware or software emulating processing patterns of a biological brain Put intelligence into hardware in form of a generalized capability to learn
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Fuzzy Logic
Rule-based AI
Tolerates imprecision Uses nonspecific terms called membership functions to solve problems
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Chapter 14: Knowledge-Based Information Systems 14. 4 OTHER INTELLIGENT TECHNIQUES
Genetic Algorithms
Problem-solving methods that promote evolution of solutions to specified problems

Use a model of living organisms adapting to their environment
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Hybrid AI Systems
Integration of multiple AI technologies into a single application Takes advantage of best features of technologies
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Intelligent Agents
Software programs
Use built-in or learned knowledge base to carry out specific, repetitive, and predictable tasks
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Chapter 14: Knowledge-Based Information Systems
KNOWLEDGEBASED INFORMATION SYSTEMS
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Chapter 14: Knowledge-Based Information Systems

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Management Information Systems, Second Canadian Edition