Chapter 09: Knowledge Management and Specialized Information Systems PDF

Chapter 09: Knowledge Management and Specialized Information Systems Stair, Reynolds and Chesney: Principles of Business Information Systems, Fourth edition (9781473774605) © Cengage Learning 2021  Principles Knowledge management syst...

Chapter 09: Knowledge Management and Specialized Information Systems Stair, Reynolds and Chesney: Principles of Business Information Systems, Fourth edition (9781473774605) © Cengage Learning 2021  Principles Knowledge management systems allow organizations to share knowledge and experience among their managers and employees Artificial intelligence systems form a broad and diverse set of systems that can replicate human decision making for certain types of well-defined problems. Expert systems can enable a novice to perform at the level of an expert but must be developed and maintained very carefully Virtual reality systems can reshape the interface between people and information technology by offering new ways to communicate information, visualize processes, and express ideas creatively Specialized systems can help organizations and individuals achieve their goals For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Knowledge Management Systems A knowledge management system (KMS) is an organized collection of people, procedures, software, databases, and devices used to create, store, share, and use the organization’s knowledge and experience A KMS can involve different types of knowledge – Explicit knowledge: objective; can be measured and documented in reports, papers, and rules. E.g. knowing the best route from point A to B, can be documented in a report. – Tacit knowledge: hard to measure and document; typically, not objective or formalized. E.g knowing how to negotiate a hostage situation, is difficult to describe in a set of rules. For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Knowledge creation There are four ways in which knowledge can be created: 1. When an individual learns directly from another individual, in an apprentice type relationship, tacit knowledge is created from tacit knowledge 2. When two pieces of explicit knowledge are combined. A website mash-up could be considered an example of this type of new knowledge. Mash-ups were described in Chapter 6 as the combining of information from two or more webpages on one webpage 3. When an expert writes a book teaching others, explicit knowledge is being created from tacit knowledge 4. When someone reads that book, and (eventually) becomes an expert themselves, tacit knowledge has been created by explicit knowledge For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Obtaining, Storing, Sharing and Using Knowledge Creating or obtaining knowledge – Knowledge workers are people who create, use and disseminate knowledge and often work in teams. E.g. A metrologist can create a mathematical model to predict the intensity of hurricane. Medical researchers create knowledge on cures for diseases. Storing knowledge – After knowledge is created, it is often stored in a knowledge repository, includes documents, reports, files, and databases Sharing knowledge – Knowledge workers often work in group and use collaborative work software and group support systems to share knowledge. – Nontechnical approaches e.g. corporate retreats, sporting events, kitchen facilities, etc Using knowledge – Begins with locating organization’s knowledge, this is often done using a Knowledge map or directory that points the knowledge worker to the needed knowledge. E.g. using file system to locate previous medical studies in a database. For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning Technology to Support Knowledge Management 1 An effective KMS is based on learning new knowledge and changing procedures and approaches as a result. – Organizational learning – Organizational change For example, a manufacturing company can learn new ways to program robots to improve accuracy and reduce defective parts. The new knowledge will likely cause the company to change how it programs and uses its robots. Data mining and business intelligence are important in capturing and using knowledge Enterprise resource planning tools include knowledge management features For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning Technology to Support Knowledge Management 2 Groupware can help capture, store, and use knowledge Hardware, software, databases, telecommunications, and the Internet are needed to support most knowledge management systems Examples of knowledge management products and services – IBM’s Lotus Notes and Domino – Microsoft’s Digital Dashboard, Web Store Technology, and Access Workflow Designer For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Artificial Intelligence Artificial intelligence (AI): ability of computers to mimic or duplicate functions of the human brain Some AI applications: – Make medical diagnoses – Explore for natural resources – Determine what is wrong with mechanical devices – Assist in designing and developing other computer systems Artificial intelligence systems include the people, procedures, hardware, software, data, and knowledge needed to develop computer systems and machines that demonstrate characteristics of intelligence For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  The nature of intelligence AI is about developing machines with intelligent behaviour. Characteristics of intelligent behaviour include: Learn from experiences and apply knowledge acquired from experience. This ability must be programmed into a computer system. Handle complex situations. Developing systems that can handle complex situations requires careful planning and elaborate computer programming. Solve problems when important information is missing. AI systems can make calculations, decisions even when information is missing. Determine what is important. Developing systems to identify important information is not a simple task. React quickly and correctly to a new situation. Understand visual images – Perceptive system: approximates how humans see, hear, and feel objects Process and manipulate symbols Be creative and imaginative Use heuristics For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Major branches in AI Expert systems Robotics Vision systems Natural language processing and voice recognition Learning systems Neural networks For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Expert Systems Hardware and software that stores knowledge and makes inferences, similar to a human expert Used in many business applications For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Robotics Mechanical or computer devices that perform tasks: – Requiring a high degree of precision, or – Tedious or hazardous for humans Robots are essential components of today’s automated manufacturing and military systems Future robots will find wider applications in banks, restaurants, homes, doctor offices, and hazardous working environments For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Vision Systems Hardware and software that permit computers to capture, store, and manipulate visual images and pictures Fingerprint analysis Identifying people based on facial features Used in conjunction with robots to give these machines “sight” For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Natural Language Processing and Voice Recognition Processing that allows the computer to understand and react to statements and commands made in a “natural” language, such as English Voice recognition: converting sound waves into words For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Learning Systems Combination of software and hardware that allows the computer to change how it functions or reacts to situations based on feedback it receives Learning systems software requires feedback on results of actions or decisions Feedback is used to alter what the system will do in future For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Neural Networks Computer system that simulates functioning of a human brain Capable of retrieving information even if some neural nodes fail Quickly modifies stored data as a result of new information Discovers relationships and trends in large databases Solves complex problems for which all the information is not present For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Other AI Applications Genetic algorithm: approach to solving large, complex problems in which a number of related operations or models change and evolve until the best one emerges Intelligent agent: programs and a knowledge base used to perform a specific task for a person, a process, or another program – Also called intelligent robot or bot For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  An Overview of Expert Systems Behave similarly to a human expert in a particular field Use heuristics to arrive at conclusions or make suggestions Explore new business possibilities Increase overall profitability Reduce costs Provide superior service to customers and clients For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  When to Use Expert Systems Provide a high potential payoff or significantly reduce downside risk Capture and preserve irreplaceable human expertise Solve a problem that is not easily solved using traditional programming techniques Develop a system more consistent than human experts Provide expertise needed at a number of locations at the same time or in a hostile environment that is dangerous to human health Provide expertise that is expensive or rare Develop a solution faster than human experts can Provide expertise needed for training and development to share the wisdom and experience of human experts with many people For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Components of Expert Systems Knowledge base Inference engine Explanation facility Knowledge acquisition facility User interface For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Knowledge base Knowledge base – Stores all relevant information, data, rules, cases, and relationships used by expert system – Create a knowledge base by : Assembling human experts Using fuzzy logic Using rules, such as IF-THEN statements Using cases For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Inference engine Inference engine – Seeks information and relationships from knowledge base – Provides answers, predictions, and suggestions, like a human expert Backward chaining: starts with conclusions and works backward to supporting facts Forward chaining: starts with facts and works forward to conclusions For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  The Explanation Facility Allows a user or decision maker to understand how the expert system arrived at certain conclusions or results Example: a doctor can find out the logic or rationale of diagnosis made by a medical expert system For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning The Knowledge Acquisition Facility Provides convenient and efficient means of capturing and storing all components of knowledge base Acts as an interface between experts and knowledge base For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  User Interface Specialized user interface software is employed for designing, creating, updating, and using expert systems Main purpose of user interface: makes development and use of an expert system easier for users and decision makers For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Participants in developing and using Expert Systems Domain expert: individual or group who has the expertise or knowledge one is trying to capture in the expert system Knowledge engineer: individual who has training or experience in design, development, implementation, and maintenance of an expert system Knowledge user: individual or group who uses and benefits from the expert system For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning Expert Systems Development Tools and Techniques Traditional programming languages Special programming languages for AI applications – LISP, PROLOG Expert system shells – Collections of software packages and tools used to design, develop, implement, and maintain expert systems For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Virtual Reality Virtual reality system: enables one or more users to move and react in a computer-simulated environment Immersive virtual reality: user becomes fully immersed in an artificial, three-dimensional world that is completely generated by a computer For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Interface Devices Head-mounted display (HMD) CAVE – Projects stereo images on walls and floor of a room- sized cube Earphones Haptic interface – Relays sense of touch and other sensations in a virtual world – Most challenging to create For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Forms of Virtual Reality Immersive virtual reality Mouse-controlled navigation through a three- dimensional environment on a graphics monitor Stereo projection systems Stereo viewing from the monitor via stereo glasses Telepresence systems For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Summary Knowledge management system (KMS): people, procedures, software, databases, and devices used to create, store, share, and use organization’s knowledge and experience Artificial intelligence (AI): ability of computers to mimic or duplicate functions of the human brain Artificial intelligence systems: people, procedures, hardware, software, data, and knowledge needed to develop computer systems and machines that demonstrate characteristics of intelligence For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Summary (cont.) Expert system: computer system that stores knowledge and makes inferences similar to a human expert Robotics: mechanical or computer devices that perform tasks requiring a high degree of precision or that are tedious or hazardous for humans Vision systems: computer system that permits computers to capture, store, and manipulate visual images and pictures For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning  Summary (cont.) Natural language processing: allows computer to understand and react to statements and commands made in a “natural” language Learning system: computer system that allows computer to change how it functions or reacts to situations based on feedback it receives Neural network: computer system that can simulate the functioning of a human brain Virtual reality system: enables users to move and react in a computer-simulated environment For use with Principles of Business Information Systems, 4e by Stair, Reynolds & Chesney © 2021 Cengage Learning