CHAPTER FIVE

INFORMATION SYSTEM FOR

KNOWLEDGE MANAGEMENT
 OBJECTIVES

 Identify knowledge management programs and

systems.

 Analyse the information system applications useful

for:
 creating,
 distributing, and
 sharing knowledge
in the firm
 ORGANIZATIONAL LEARNING AND KNOWLEDGE MANAGEMENT

 Data: is a raw fact that has no any significance

beyond its existence. It can exist in any form,
usable or not.
 Information is processed data that has meaning
by way of relational connection.
 Knowledge: is the collection of information, and
the ability to change such information into action.

 It is related to the different techniques used by other

people in the past or being used at the present to
solve scientific and social problems. (Ackoff, R. L.
(1989)
 ORGANIZATIONAL LEARNING AND KNOWLEDGE MANAGEMENT

 DISCUSSION POINTS: What is organisational learning and organisational Memory?

 Knowledge exists in collection of multiple experience and perspective .

 Organizational learning: the ability of an organization to create new standard

operating procedures and business processes from its experience that add value
to products and services.

 Organizational Memory: Stored learning from organization’s history . Used for

decision making and other purposes .

 Knowledge management: Set of processes to create, gather, store, maintain, and

disseminate knowledge.

 Knowledge Assets: Organizational knowledge enabling the business to create

value.

 Chief Knowledge Officer (CKO): Senior executive in charge of organization’s

 TYPES OF KNOWLEDGE

1. Explicit Knowledge:
 Articulated in a formal language and easily transmitted among
individuals both synchronously and asynchronously.
 Codified in book, manuals, picture, and video.
 Can be transferred easily with the help of electronic tools .
 Disadvantage: it is difficult to handle the abundant volume of
information.

2. Tacit Knowledge:
 Expertise and experience not formally documented.
 A personal knowledge embedded in individual experience involving
such intangibles like personal belief instinct , perspective and value.
 More difficult to capture and diffuse.
 Transferred through face to face communication, revealed at the time
 TYPES OF KNOWLEDGE MGMT SYSTEM

Three types of KMS:

1.Enterprise-wide knowledge management systems.

2.Knowledge work systems (KWS).

3.Intelligent techniques.
 TYPES OF KNOWLEDGE MGMT SYSTEM

1.Enterprise-wide knowledge management systems.

are general-purpose firm wide efforts to collect, store, distribute,
and apply knowledge in the organizations.

 Forms of EKMS
 Enterprise content management systems: help to organise and
manage structured and semi-structured knowledge assets.

 EXAMPLE: The content management system provides security

controls for the content, such as (who is allowed to add, view,
and modify content and on which content the user is allowed
to perform those operations).
 TYPES OF KNOWLEDGE MGMT SYSTEM

 Knowledge network systems: useful when the

appropriate knowledge is not in the form of a
digital document but instead resides in the
memory of expert individuals in the firm.

 Collaboration tools and learning management

systems: useful for group coordination and
collaboration..
A learning management system (LMS) provides tools
for the management, delivery, tracking, and
assessment of various types of employee learning and
training.
 TYPES OF KNOWLEDGE MGMT SYSTEM

 The supporting technologies include:

 portals,
search engines,
collaboration tools (e-mail, instant messaging,
wikis, blogs, and social networking),
learning management systems,
teleconferencing,
videoconferencing, and
 groupware intranets, etc.
 TYPES OF KNOWLEDGE MGMT SYSTEM

2.Knowledge work systems (KWS).

 Knowledge work system: An Information system that aid knowledge
workers (engineers, scientists, and other knowledge workers) in
creation and integration of new knowledge into the existing
knowledge.

 Examples:
1. Computer-aided design (CAD): Automates the creation, revision
and specifications of designs for manufacturing.

2. Virtual reality systems: Use interactive graphic software to create

computer generated simulations.

3. Investment workstation: Help financial experts to access and

manipulate massive amounts of financial data.
 TYPES OF KNOWLEDGE MGMT SYSTEM

What are the roles of knowledge workers?

 Role of Knowledge Workers
1. Keep the organization up-to-date in knowledge as it
develops in the external environment.
2. Serving as internal consultants
3. Acting as change agents evaluating, initiating and
promoting change projects.

 Knowledge workers rely on: office automation systems

such as word processors, Voice mail, Specialized soft
wares.
 Data workers rely solely on: office automation systems
 TYPES OF KNOWLEDGE MGMT SYSTEM

3.Intelligent techniques.
 Are the family of AI such as expert systems, neural
networks, fuzzy logic, genetic algorithms, and intelligent
agents.

Artificial Intelligence
 is the effort to develop computer that behave as human
can do.
 system exhibit logic, reasoning, intuition and the common
sense quality that we associate with human beings.

• Class discussion: What are the important features of

Intelligence?
 TYPES OF KNOWLEDGE MGMT SYSTEM

ATTRIBUTES OF INTELLIGENT BEHAVIOUR

1. Learn or understand from experience.
2. Think and reason to solve a problem.
3. Acquire and apply knowledge.
4. Exhibit creativity and imagination.
5. Deal with complex or perplexing situation.
6. Respond quickly and successfully to new situation.
7. Recognize the relative importance of elements in a
situation.
8. Handle ambiguous, incomplete, or erroneous information.
 Human intelligence is vastly complex and much broader
than computer intelligence.
 INTEREST OF BUSINESS IN ARTIFICIAL INTELLIGENCE

1. To store information to improve organizational

memory and to create an organizational
knowledge base
2. To overcome human feelings or weaknesses such
as fatigue and worry. This may be true when jobs
are environmentally, physically or mentally
dangerous to humans.
3. To replace humans in doing routine and
unsatisfying jobs.
4. to solve problems that are too massive and
complex to be analyzed by human beings in short
period of time.
 Classifications of Artificial intelligence system

1.Expert system

2.Neural networks

3.Fuzzy logic

4.Genetic algorithms

5.Intelligent agents
 1.Expert system

 It is knowledge based information system that uses

knowledge about a specific area to act as an expert
consultant .
 In general “the concept of expert systems is based on
the assumption that an expert’s knowledge can be
captured in computer storage and then applied by
others when the need arises.
 Example: using computers for medication.

 Expert system assists decision making by asking

relevant questions and explaining the reason for
adopting certain action.
 1.Expert system....

 The modelling of human knowledge as collected set of

rules is called the knowledge base.
 AI program can have 200-10,000 rules, far more than
traditional program which have 50 to 100 if – then
statements.
 the strategy used to search through the rule base is
called the inference engine.
 Forward chaining- information entered by user and
search the rule based to arrive at conclusion.
 Backward chaining- Starts with hypothesis and proceeds
by asking the user questions about selected facts.
 1. EXPERT SYSTEM...

– Involves an interactive computer-based session.

– Solution to a problem is explored with the ES acting as

a consultant to an end user.

 User asks questions

 ES searches its knowledge base for facts and rules
 Explains its reasoning process

 Gives expert advice

 1.Expert system....

Successful expert system results in:

1. Reduced error
2. reduced cost
3. reduced training time
4. improved decision
5. improved quality and service

Limitation of expert system

1. lack general intelligence as human being
2. only certain class of problem solved
3. need knowledgeable individual for manipulation and
programming
4. limited management function
 2. NEURAL NETWORK

 NEURAL NETWORK= LEARNING FROM EXPERIENCE

 Discover knowledge by using hardware and software
that emulate(IMITATE) the processing power of the
biological brain.
 Used for modelling complex and poorly understood
problems for which large amount of data is collected.
 Useful for finding patterns and relationships in
massive amounts of data that would be too
complicated and difficult for human brain to analyse.
 Applicable in medicine, science and business.
 3. FUZY LOGIC

 Rule based development in AI; tolerates

imprecision and even uses to solve problems that
are not solved before.
 Can solve unstructured problems with incomplete
knowledge by developing approximate inferences and
answers, as humans do.

 Solve subjective value and incomplete or

ambiguous data.

 Fuzzy logic is much closer to the way people

actually think than fractional if_ then rules.
 3. FUZY LOGIC...
EXAMPLES FOR FUZZY LOGIC :

– Increase interest rates slightly IF unemployment is

low AND inflation is moderate.

– Increase interest rates sharply IF unemployment is

low AND inflation is moderate BUT rising sharply.
 4. GENETIC ALGORITHM

 Problem solving technique that promotes the

evolution of solutions to specified problems using
a model of living organisms, adapting to their
environment.
 They are programmed to work the way people
solve the problem by changing and re-organizing
their component parts using processes such as
reproduction, mutation, and natural selection.
 Genetic algorithms promote the evolution of
solution to particular problems by controlling the
generation, variation, adaptation, and selection.
 Intelligent Agents

 Software programs that work in the back ground

to carry out specific repetitive and predictable
tasks for:
 an individual user;
 business process or
software application.

 The agents can be programmed to make decision

based on the user personal preference.
Ex. - Schedule appointment
To find cheapest airfare to California
THANK YOU