MIS 2000
Class 12
Knowledge Processes &
Knowledge Work Systems
Updated Oct. 2013
Outline
• Knowledge worker
• Knowledge & Knowledge Kinds
• Knowledge Life Process
• Knowledge Works Systems (KWS)
• Organizational culture and knowledge (knowledge
culture)
• Summary
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Knowledge and Occupations
• Knowledge worker is a professional that intensely applies (uses)
domain knowledge at work and/or generates it.
• In contrast,
– clerk mostly processes data (collection, formatting entering
in forms or IS, running IS)
– manager mostly interprets documents (infers information
from documents)
Clerk
Manager
Apply
knowledge on
solving biz
problem
Manipulate/
process data
Produce biz
documents
Professional
Interprets
documents and
analysis to draw
information
Create
analysis,
research
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Knowledge
KNOWLEDGE
• 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
CONCEPTS,
RELATIONS
PROCEDURES
CAUSEEFFECT
- Why: understanding cause-effect relationships (special relationship)
Knowledge acquisition is
incremental (what comes in
layers, & why is learned with
imperfect accuracy).
Learner may start with know-how
and understand what/why later.
Knowledge is never complete,
or 100% correct, can be
incoherent and controversial
(messy).
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is
Three Knowledge Taxonomies
•
Source view:* Theoretical (science, theories) vs.
Experiential knowledge (practical, personal, via doing)
•
Communication view:**
Explicit
Tacit
• Can be communicated
• Difficult to communicate
• Definitions, taxonomies, theories,
procedures, cases
• Experiential, analysis & synthesis skills
•Mgt. goal to extract it
• Economic view: Human Capital (in people) vs.
Structural Capital (in things) *
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Knowledge Life Process
• Knowledge life process refers to a sequence of activities from knowledge
generation to discarding.* The process in an infinite loop.
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Knowledge Work Systems (KWS)
System
Generate
Document Management
System
Codify
& Store
Share
yes
yes
Communication System
Case Based Reasoning System
(CBRS)
yes
yes
Expert System (ES)
Artificial Neural Network
System (ANNS)
Update
yes
yes
yes
yes
yes
yes
yes
yes
KWS in support to knowledge sub-processes:
- Generate: KWS help people in creating knowledge
- Codify: KWS codify or people do it
- Store: classical role for KWS is to store representations of
knowledge
- Share: deployment of KWS for disseminating of knowledge
- Update: modify based on what is newly learned
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KWS: Document Management System
Document Management System (DMS)* = Repository of documents that
codify knowledge in some way. In typology of GSS, DMS is called File
Sharing System.
The simplest kind of KWS, consisting of multi-format storage and a
searchable index.**
Used in corporate learning centers, and by individuals and groups in their
regular job.
Examples: Lotus Notes (was one of first in the market), SharePoint, wikis,
open source.
Technically: full text databases with retrieval tools (SharePoint), and
functions for group-authoring (wikis).
Content of documenting systems is shared among people authorized to
access them (e.g., consulting firms).
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KWS: Case-Based Reasoning System
User
Interface
Index
Case Base
(descriptions of problems,
prob. solving processes, and solutions
Case-Based Reasoning (CBR): Represents knowledge
as cases – descriptions of problems with solutions (like in law).
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.*
•
CBS systems are used in help desks, conflict resolution, professional
problem solving that cannot be reduced to if-then rules, instructional systems
(teaching how to do something – procedural knowledge).
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Expert
User
Interface
Inference Engine
Creates decision trees out of
rules in K-Base and
user’s input
System
Knowledge Base
If-then rules
representing
expert knowledge
• KWS that codifies the expertise of people in the form of
if-then rules.
• Benefit: Expert knowledge shared with non-experts.
• 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
More on expert systems...
Artificial Neural Network (ANN) System
• ANN System simulates human brain’s cells (neurons)
and connections
• Connection patterns get created, which allows ANN
System to make some inferences.
• The inferences are represented in form of graphics,
numerical figures, text, etc. This resembles human
knowledge
APPLE
COMPUTER
APPLE
COMP.
Hidden layer strengthens its
connections with APPLE and
COMPUTER and not between
COMPUTER and FRUIT.
FRUIT
ANN with 3 layers of “neurons”
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Organizational Culture and Knowledge
It is important that cultural beliefs and behaviors facilitate
activities included in the knowledge life process.
Beliefs and behaviors related to knowledge at Accenture:
o
Beliefs & practices on generation & sharing of knowledge:
Knowledge should be continually created through consulting
practice and shared broadly.
o
Beliefs on role of knowledge in business: knowledge should
contribute directly to profit objectives.
o
Assumptions about purpose KWS*: To enable storing and
efficient access to knowledge content.
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Knowledge Culture
• Knowledge Culture – organizational culture that systematically
supports the entire knowledge management cycle. May not exist
in every company or it can exist in various degrees.
• May be facilitated by teams. Important in knowledge creation
and particularly sharing. Sharing via collaboration (between
equals) and apprenticeship (master and student relationship).
• Examples: Accenture, 3M, Microsoft, Apple
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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 works systems (KWS) studied are Artificial Neural Network,
Document Management System, Expert System, & Case-Based Reasoning
System. They support different phases of knowledge process (slide 7).
•
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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