Knowledge Management Systems Chapter 5- The Technology Infrastructure Dr. Mohammad S. Owlia Associate Professor, Industrial Engineering Department, Yazd University E-mail :owliams@gmail.com, Website : http://www.owlia.ir KM road map 2 Technology Components of KM a balance between must have tools and should have tools (constrained by time/costs) Needs to support both tacit and explicit knowledge processes Technology is an enabler of KM systems 3 1
Knowledge Processes and Technology Enablers Objective Technology Enablers Find knowledge Knowledge bases, Search and retrieval tools, Employee skills yellow pages. Create new knowledge Collaborative decision-making processes, Notes databases, DSS Tools Package and assemble Customized publishing tools, Customized discussion groups, Push technology Apply knowledge Search, retrieval, and storage tools Reuse and revalidate Customer support knowledge, knowledge Knowledge bases, CoP, past project record databases 4 KM Architecture Layer..... User 1 User 2 User n 1 2 3 4 5 6 7 User Interface (Web browser software installed on each user s PC) Authorized access control (e.g., security, passwords, firewalls, authentication) Collaborative intelligence and filtering (intelligent agents, network mining, customization, personalization) Knowledge-enabling applications (customized applications, skills directories, videoconferencing, decision support systems, group decision support systems tools) Transport (e-mail, Internet/Web site, TCP/IP protocol to manage traffic flow) Middleware (specialized software for network management, security, etc.) The Physical Layer (repositories, cables) Databases Legacy applications Groupware Data warehousing (e.g., payroll) (document exchange, (data cleansing, 5. KM Platform Knowledge Management Systems- Dr. collaboration) Owlia- Yazd University data 3-5 mining) 5 KM Architecture Visualize the building blocks of a KM system in the form of layers User Interface being the least technical, and data repository the most technical These layers represent internal technologies of the company 6 2
The User Interface (Layer 1) What user actually see... Interface between users and the KM system Usually as a web browser Channels for Tacit and Explicit Knowledge Platform Independent 7 Intranet An intranet is the main tool for sharing knowledge and allowing staff to tap the organisations know how. Primary aim Create and distribute up-to-date information Give access to information resources within organisation Give access to historical information Create and maintain organisational memory Link people Targets Knowledge repositories Mostly structured information (reports, manuals, and documents) Discussion databases/listservers for sharing information Hyperlink-connected Internet documents Groupware databases 8 Portals A simple concept: a personalized and customised Web-based interface that consolidates access to information, services and applications provides an Information Ecology for KM facilitates knowledge sharing facilitates knowledge transfer Makes organizational processes more transparent is a front end and a major component of KMS 9 3
Types of KM Portals Informationportal provides instant access to personalised content and services. Collaborationportal facilitates online real time communication, brainstorming sessions and allows selective push for relevant information. Teamportal monitors efficient workflow-based task management among teams & members, sharing of skill sets. Expertiseportal connects organisational experts to members who need their help (eg yellow pages, profiling, push/pull facilities, interactive sessions with experts). Learningportal maintains skill inventory, facilitates skill upgrading through online learning sessions. http://www.aptech-worldwide.com/aptech/index.htm (accessed 2001) 10 Authorized Access Control (Layer 2) Maintains security and ensures authorized access to the knowledge stored in company s repositories Access points can be intranet, Internet, and extranet 11 Authorized Access Control (Layer 2) Internet Public News/events Marketing E-commerce Careers Intranet Company Human resource information Production information Sales information Strategic plans Extranet Clients Suppliers Vendors Partners Customers Product information Sales information Collaboration/cooperat ion 12 4
Authorized Access Control (Layer 2) Access privileges:assign rights to permit different levels of access to data such as read-only, write, edit, and delete capabilities. Firewalls:Construct a firewall between the extranet and Internet. Backups:Create backups, staging areas, and mirror sites. 13 Collaborative Intelligence and Filtering (Layer 3) Personalized views based on roles and stored knowledge Intelligent agents to reduce search time for needed information 14 From Client/server to Agent Computing in the client/ server setup, the network load primarily exists between the client and the server in the agent/ computing model, this load is shifted to the space between the agent and the server 15 5
Knowledge Delivery PULL Approach User Choice : Users want the knowledge PUSH Approach You want the users to have the knowledge 16 Pull Approach User needs to be actively involved in the search of information/knowledge They need to go and get what they want when they want it Agents and web crawlers/spiders can be set up to help with topicbased search 17 Push Approach Identifies what knowledge you need to perform your task and provides it to you at the right time and in a right form; Based on knowledge replication; Organisational level decision on what is needed; Can include setting up training sessions for staff; Ease of use : workgroup 18 6
Levels of Granularity 19 Customer Support and Knowledge levels 20 Tagging Attributes for Knowledge Content Searching on the basis of textual string matching Content (both formal and informal) should be tagged with attributes Tagging attributes A D F T P I L Activities Domain Form Type Products and services time Location 21 7
Form Attribute paper electronic formal (file, word document, spreadsheet) informal (multimedia, sound, video tape) tacit or mental knowledge pointer (to person who has solved a problem of that nature before) 22 Type Attribute procedure guideline protocol manual reference worst practice report best practice report note memo failure report success report press report competitive intelligence report 23 Product and Service Attribute Strategic consulting Implementation consulting e-commerce consulting 24 8
Knowledge-Enabling Application (Layer 4) Referred to as value-added layer Provides knowledge bases, discussion databases, automation tools, etc. Video conference Yellow pages Digital whiteboard Electronic Forums DSS Tools 25 Knowledge-Enabling Application (Layer 4) 26 Role of Intelligent Technology Modeling expertise expert systems approach ( objectified knowledge canned in a computerised form) Solving problems by analogy Case Based Reasoning (CBR) approach Simulating problem solving neural networks Dealing with ambiguity fuzzy logic Deriving rules from data machine learning Evolving solutions genetic algorithms 27 9
A Comparison of Intelligence Tools 28 Transport Layer (Layer 5) Most technical layer to implement Includes LANs, WANs, intranets, extranets, and the Internet Ensures that the company will become a network of relationships Considers multimedia, URLs, graphics, connectivity speeds, and bandwidths 29 Middleware (Layer 6) Focus on interfacing with legacy systems and programs residing on other platforms Designer should address databases and applications with which KM system interfaces Makes it possible to connect between old and new data formats 30 10
Physical Repositories (Layer 7) Bottom layer in the KM architecture Represents the physical layer where repositories are installed Includes data warehouses, legacy applications, operational databases, and special applications for security and traffic management 31 Supporting Technology and Functionality local area network (LAN) intranet-based webs e-mail on-line publishing application distribution on-line search distributed databases multimedia data management e-mail archives frequently asked questions minutes of the meetings product information business intelligence project management reports news personal homepages videoconferences 32 KM Platform Basic Needs Efficient Protocol : secure and fast sharing of content across locations, mobile clients Portable operation : support OS environment in different departments Consistent and easy to use client interfaces Scalability Legacy integration from mainframe database Security Flexibility and customizability : in term of... What the user sees and needs to see 33 11
Currently Use of KM Technologies Source: S.Zyngier, KM Survey in Australian corporate environment 34 Issues for the Technology Infrastructure Privacy Intellectual property Confidentiality Copyright Change of media Change of work practices (20%technology-80%culture) 35 Assignment > 7!"# $%& ' ( ) *+,-."+./ 36 12