Commerce 2KA3 - Chapter 11

What are the important dimensions of knowledge?

1. Data 2. Information 3. Knowledge 4. Wisdom

What are the 3 types of knowledge management systems?

1. Enterprise-Wide Knowledge Management Systems 2. Knowledge work systems 3. Intelligent Techniques

What are the requirements of a knowledge work system?

1. External Knowledge base 2. Software that allows us to interact between the base and the user (client) 3. A hardware for the client to use to interface with the external knowledge base

What are the 3 layers of a neural network? (diagram)

1. Input layer 2. Hidden Layer 3. Output layer

What are the 3 main tasks of a knowledge worker?

1. Keep the organization up to date on current knowledge 2. Provide consultancy on their particular area of expertise 3. Act as a change agent

What is CAD (Computer Aided Design)?

3D graphical modelling software that allows knowledge workers to design prototypes for products

What are Intelligent Techniques?

A set of techniques (e.g. Data mining, fuzzy logic, etc.) that are used to discover knowledge, uncover patterns, discovering optimal solutions for problems, etc

What is backward chaining?

A strategy for searching the rule base that starts with a hypothesis then asks the user questions until the hypothesis is either confirmed or disconfirmed

What is forward chaining?

A strategy where the inference engine begins with information entered by the user and carry out the action for a rule when the condition is true

What is knowledge application? Why is knowledge application so important?

Actually applying the knowledge - knowledge that is not actively used to solve business problems and facilitate business processes is near useless

What is a big challenge regarding the organization of information? (hint: taxonomy)

Actually classifying and categorizing information proves to be a challenge for most firms.

What kind of asset is knowledge?

An intangible asset

What is Case Based Reasoning (CBR)?

An intelligence technique where cases and their associated information are stored in the computer - when the computer comes across a new case, it compares characteristics of the new case with characteristics from previous cases and returns the best match

Why is knowledge the only asset that actually appreciates with greater use?

Because the more knowledge you share, the smarter everyone gets collectively - more knowledge spread around increases the capacity for individuals and groups to apply that knowledge

What is information?

Data processed into a meaningful form

How do expert systems work?

Expert systems acquire expert knowledge as a series of rules that are written into a software system - this can be used by others in the organization

T/F: Technology and management are about 50/50

False - management contributes about 80% to knowledge management, only 20% is technology

T/F: Genetic algorithms take a long time to evaluate alternatives

False - they evaluate alternatives quickly

What is fuzzy logic?

Imprecise approximations that mimic human logic - used to approximate linguistic categories (e.g. hot, cool, cold) rule based technology with a small number of rules

What are Communities of Practice?

Informal social networks of professionals who have similar work related interests and activities e.g. IBM has a network like this

What are neural networks?

Intelligence techniques that find patterns and relationships in massive amounts of data that is too complicated for humans to analyze

What is social bookmarking and why is it useful?

It allows users to bookmark useful websites on a public website that is accessible to many people - these bookmarks are tagged with key words for easy identification

What does it mean that 'tacit knowledge is sticky'?

It means that you cannot get it out of you

What is procedural knowledge?

Knowledge that can be 'rooted down'

What is situated knowledge

Knowledge that is enmeshed in a firm's culture

What is contextual knowledge?

Knowledge that only works in certain situations

How do neural networks work?

Neural networks learn patterns from analyzing data to construct a hidden layer of logic Humans feed the network a set of training data for which known inputs produce a certain set of outputs

Does fuzzy logic use if-then rules?

No, it is hard to model fuzzy logic with if-then rules

What kinds of problems do genetic algorithms work best for?

Optimization problems - problems that take in many inputs (e.g. cost, price, efficient scheduling, etc.) and require one optimal solution

How do CBR systems gather the original knowledge?

Original knowledge is gathered from experts - specialists store information from previous cases

What are Enterprise Knowledge Portals?

Portals that provide access to internal and external information

What is a Virtual Reality Modelling Language (VRML)? (example? hint: plant video from class)

Set of specifications for interactive 3D modelling on the worldwide web - allows users to experience multiple media types (animation, images, etc.) and experience a simulated real world environment DuPont Chemical Company allows users to access a 3D environment of the chemical plant online

What are Knowledge Network Systems?

Since much knowledge is in the memory of experts, Knowledge Network systems provide an online directory of experts organized by knowledge domain for employees to access their knowledge / credentials and communicate with them

What are Intelligent Agents? Example?

Software programs that work without direct human intervention to carry out specific tasks e.g. Siri

What are Virtual Reality Systems?

Software that simulates real life environments (e.g. 3D medical modelling for surgeons)

What are some examples of applications of agent based modelling?

Supply chain implementation (P&G example) Stock market (predict the behaviour of consumers)

What are Knowledge Work Systems? What is an example of a program that is a KWS? (hint: Solar Car)

Systems designed for scientists, engineers, and other knowledge workers to help them discover and create knowledge more easily i.e. Specialized systems that help knowledge workers improve productivity e.g. CAD, 3D Visualization, etc.

What are expert systems?

Systems designed to capture tacit knowledge from experts in a vary limited domain

What are Hybrid AI systems?

Systems that combine genetic algorithms, fuzzy logic, neural networks, and expert systems - integrated into a single application to take advantage of the best features of each

What are Knowledge Work Systems?

Systems that enable knowledge workers to discover and create new knowledge

What are Digital Asset Management Systems?

Systems that help companies classify, store, and distribute digital information

What are Enterprise-Wide Content Management Systems?

Systems that help firms capture, store, and retrieve structured knowledge and unstructured knowledge

What are Learning Management Systems (LMS)?

Systems that provide various tools for employee training and learning

What is Augmented Reality? Examples?

Technology that includes a direct feed of a real world environment with virtual, computer generated imagery superimposed onto the screen e.g. Yellow makers on the screen when watching football on t.v.

What does it mean to say that knowledge is conditional?

That individuals know that certain knowledge can only be applied in certain procedures

What is wisdom

The collective and individual EXPERIENCE of applying knowledge to solve a problem

What is knowledge acquisition?

The documenting of tacit and explicit knowledge (e.g. creating knowledge, storing knowledge in the form of documents, reports, etc.)

Who is the Chief Knowledge Officer and what is their role?

The individual who is responsible for the firm's knowledge management system

What is knowledge management?

The set of business processes in an organization designed to retain, create, transfer, and apply knowledge.

What is a knowledge base? How many of these rules do expert systems have?

The set of rules that expert systems use to model human judgement - these set of rules are called the KNOWLEDGE BASE Expert systems have between 200 - many thousands of these rules

What is knowledge dissemination?

The spreading of knowledge throughout a firm - i.e. sharing knowledge (e.g. portals, emails, social networking, etc.)

What is an inference engine?

The strategy used to search through the knowledge base

What is machine learning?

The study of how computers can improve their performance without explicit programming (i.e. through computations and statistical methods)

What is social capital? Provide an example

The value of relationships you have with people meaning that you can ask people for help without writing a contract e.g. You and a friend have different strengths in different subjects. You can help your friend in your weak area and your friend can help you in your weak area

What are Enterprise-Wide Knowledge Management Systems?

These refer to general purpose, firm wide efforts to store, collect, disseminate, and apply knowledge and digital content

What are genetic algorithms?

They are algorithms that are useful for finding an optimal solution for a problem by examining a very large number of solutions

What is knowledge discovery? How can systems such as data mining and neural networks be used for this?

They detect patterns that are really difficult to otherwise find (e.g. simply through expertise or experience)

T/F: Problems that cannot be solved by human experts in a relatively short period of time are too complex to be solved by expert systems

True

What is Knowledge?

Understanding of patterns, rules, etc. that form a framework around information that can be used to solve problems

What is data?

Unprocessed information without context

What is a folksonomy? (hint: Pintrest)

User created taxonomies from social bookmarking (e.g. Pintrest)

What is tacit knowledge

What we have learned but cannot easily explain

What are knowledge workers? What are some examples?

Workers with high education / credentials who use their knowledge as a primary means of work e.g. Scientist, Engineer, etc.

What are Investment Workstations?

Workstations used by financial professionals that include High-end PCs used to analyze trading situations and other info

Does knowledge have a location?

Yes - knowledge is a cognitive event It is located in the minds of individuals or in specific business processes

What are some examples of modes of learning offered by LMS?

e.g. CD-ROM, web based classes, online forums, live instruction, etc.

What is knowledge storage? Why should knowledge storage be universal throughout the firm?

means by which the firm can store knowledge. databases are a popular way to do this If knowledge is stored in the organization in a consistent format, it is the most useful because all can access it

What is the difference between tacit KNOWLEDGE and explicit KNOWLEDGE?

tacit - undocumented (in your head) explicit - documented