Course Deliveries

• Discussions
• Inputs
• Clarifications
• Check What I Know (CWIK)
• Clarifications
 UNIT 1 OBJECTIVES
• Understand key terms
• Create a platform for KM
• Importance of KM
• Emergence of KM
• Objectives of KM
• KM Domain & Uses
• Knowledge Economy
• Knowledge Engineering & Knowledge Ontology.
 Introduction to Knowledge Management

Key terms
Information
Tangible raw data. Can be copied.

 Knowledge
Intangible. Requires learning & practice.
 Knowledge Management
Knowledge is:
Knowing
WHY
WHAT
WHEN
HOW
WHERE
 Knowledge Management
• Y KM?
70 – 80 % what employees know is hidden.

Knowledge has become the key

differentiating factor.

It is the most sought after resource / asset.

 EMERGENCE
• 1996 – World’s top 5 heart surgeons

• 24% decrease in mortality rates

• KM is a collaborative learning
 Definition
• Knowledge Management refers to the
processes and/or tools an organization uses to
collect, analyze, store, and disseminate its
intellectual capital.
 Pioneers
• PFIZER
• PATNI COMPUTERS
• FORTIS HEALTHCARE
• BPCL REFINERY
Knowledge Cycle
 Sources of Knowledge
• Employees
• Products
• Customers
• Suppliers
• Competitors
• Government
 Objectives of KM
• Create knowledge repositories
a) External knowledge (competitive intelligence,
market data, surveys, etc.)
b) Structured internal knowledge (reports,
marketing materials, etc.)
c) Informal internal knowledge (discussion
databases of ‘know how’)
• Improve knowledge access through
a) Technical expert referral

b) Expert networks used for staffing based on

individual competencies

c) Turnkey video conferencing to foster easy

access to distributed experts.
• Enhance the knowledge environment
a) Change organizational norms and values
related to knowledge in order to
encourage knowledge use and knowledge
sharing
b) Customer’s rating of organisation’s expertise
• Manage knowledge as an asset
a) Attempt to measure the contribution of
knowledge to bottom line success
 Knowledge Economy
• An Economy where the growth of GDP is
altered based on the changes in the
knowledge based industries.
• Ex: India – IT industry falls GDP falls.
 Knowledge Engineering
• Knowledge engineering (KE) was defined in
1983 by Edward Feigenbaum, and Pamela
McCorduck
• KE is an engineering discipline that involves
integrating knowledge into engineering
systems in order to solve complex problems
normally requiring a high level of
human expertise.
 Knowledge Engineering - Scope
• artificial intelligence
• databases,
• data mining,
• expert systems,
• decision support systems and
• geographic information systems.
• cognitive science and
• socio-cognitive engineering
Knowledge engineering principles
• Knowledge engineers acknowledge that there are
different types of knowledge, and that the right
approach and technique should be used for the
knowledge required.
• Knowledge engineers acknowledge that there are
different types of experts and expertise, such that
methods should be chosen appropriately.
• Knowledge engineers recognize that there are different
ways of representing knowledge, which can aid the
acquisition, validation and re-use of knowledge.
Knowledge engineering principles
• Knowledge engineers recognize that there are
different ways of using knowledge, so that the
acquisition process can be guided by the project
aims (goal-oriented).
• Knowledge engineers use structured methods to
increase the efficiency of the acquisition process.
• Knowledge Engineering is the process of eliciting
Knowledge for many purpose be it Expert system
or AI development
 Views of knowledge engineering
• Transfer View – This is the traditional view. In
this view, the assumption is to apply
conventional knowledge engineering
techniques to transfer human knowledge into
artificial intelligence systems.
 Views of knowledge engineering
• Modeling View – This is the alternative view.
In this view, the knowledge engineer attempts
to model the knowledge and problem solving
techniques of the domain expert into the
artificial intelligence system.
Knowledge Intensive Organizations
• Employs Highly skilled staff, knowledge
workers
• Dealing with uncertainty
• Requires people who are problem solvers
• Follows best practices to attract & retain
talents
• Knowledge seen as an asset
 Competence & Knowledge
• Competence is the underlying characteristics
of a person to perform a job

• Knowledge forms the basis for the underlying

characteristics of a person to perform a task
 Types of Knowledge

Domain knowledge: Knowledge about the

objective realities in the domain of interest
(Objects, relations, events, states, causal
relations, etc. that are obtained in
some domains)
• Problem-solving knowledge: Knowledge about
how to use the domain knowledge to achieve
various goals. This knowledge is often in the
form of a problem-solving method (PSM) that
can help achieve the goals in a different
domain.
 Knowledge Ontology
• The term ‘ontology’ is usually defined as a
formal description of the knowledge in a
domain / in a generic model.
• First, ‘ontology’ can refer to a full description of
all the knowledge, so that it can be represented
and used within a computer system.
• Second, ‘ontology’ can refer to a generic model
that applies to a class of domains.
 Elements of Knowledge Ontology
• (1) a set of knowledge objects
• (2) a set of relations that form associations
(relationships) between the knowledge objects
• (3) a set of axioms that provides rules and
constraints for the relationships (e.g. if A is next
to B, then B is next to A). The ontology described
here will make use of the first two elements, but
not include any axioms, which requires more
development.
Y Ontology in Personal Knowledge
• First, it can help to integrate and coordinate
the use of the Personal Knowledge Techniques
for more efficient acquisition of knowledge
and facilitation of self-help.
• Second, the ontology can provide a common
underlying language that aids users to
understand the information available to them
(e.g. from other users) and aids researchers to
compare knowledge from different users.
• Third, the ontology can help the user when
searching for, and being presented with,
advice from the system. This is achieved by
using the ontology to provide key words and
semantic tags with which to code the
information for searching.
• Fourth, the ontology provides a structured set
of categories that can be used to analyse the
knowledge captured from users.
• Fifth, as multiple users make use of the
Personal Knowledge Methodology, the
ontology can develop to be a reflection of the
commonalities between these users’ lay
psychological theories.
• Sixth, the ontology can be a contribution to
the ongoing development of ontology within
knowledge engineering.
• Finally, a longer-term goal would be to
develop multiple versions of the ontology
appropriate to different populations .