Unit 3

Chng III
CAC DANG HE THONG HO TR QUYET NH

III.1. He ho tr quyet nh nhom
III.1.1.
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Ra quyet nh nhom, giao tiep va cong tac
Cac ac iem cua cong viec nhom: + Mot nhom thc hien mot nhiem vu, thnh thoang ra quyet nh, thnh thoang khong ra quyet nh. + Cac thanh vien trong nhom co the nhng ni khac nhau. + Cac thanh vien trong nhom co the lam viec nhng thi gian khac nhau. + Cac thanh vien trong nhom co the lam viec cung nhau hoac cac to chc khac nhau. + Nhom co the vnh vien hoac tam thi. + Nhom co the bat ky mc quan ly nao hoac mc thi gian nao. + Co s ieu phoi (qua trnh va nhiem vu at c) hoac mau thuan trong nhom. + Co s at c hoac/va mat mat nang suat trong to chc. + Nhiem vu phai hoan thanh rat nhanh. + Khong the hoac qua at cho tat ca cac thanh vien trong nhom cung hp mot ni. + Mot so d lieu, thong tin, hoac kien thc can thiet nam nhieu ni, mot so khac ngoai to chc. + Chuyen mon cua cac thanh vien khong co trong nhom la can thiet. Cac hoat ong va cac qua trnh mieu ta cac cuoc hop: + Cuoc hop la hoat ong chung lien quan bi mot nhom ngi co a v bang nhau hoac gan bang nhau. + Ket qua cua cuoc hop phu thuoc mot phan vao kien thc, y kien, cac anh gia cua cac thanh vien. + Ket qua cua cuoc hop cung phu thuoc vao s ket hp cua nhom va phu thuoc vao qua trnh ra quyet nh c s dung bi nhom o. + Giai quyet cac y kien khac nhau bi ngi co quyen han hoac thng lng hoac phan x.
III.1.2.
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Ho tr giao tiep
Giao tiep la thanh phan quan trong cho ho tr quyet nh. Khong co giao tiep, th khong co cong tac. Nhng ngi ra quyet nh ca nhan phai giao tiep vi cac ong nghiep, chuyen gia, c quan chnh phu, khach hang, oi tac kinh doanh, Ho cung can d lieu va thong tin (va kien thc) t nhieu ni tren the 1/ 58
Bai 3 : Cac dang he ho tr ra quyet nh
gii. Cac nhom ra quyet nh phai giao tiep, cong tac, va thng lng trong cong viec. Hau het cac to chc se nhanh tr thanh khong co chc nang, neu khong co cac he thong giao tiep. Thng mai ien t co the hieu qua ch qua cac ky thuat giao tiep hien ai. Cac ky thuat thong tin hien ai cung cap cac phng tien ho tr giao tiep re, nhanh, co kha nang, co the tin cay. Nen tang ho tr giao tiep la cac he thong may tnh mang. + Bat au bang ien bao, ien thoai, radio va ti vi. + Trong 100 nam, chung ta phat trien may fax, th ien t, chng trnh chat, nhom tin tc, he thong hoi ngh truyen hnh. Hau het cac ky thuat nay eu hoat ong tren internet. + S phat trien giao tiep sau cung la he thong hop ien t, cac dch vu va he thong hoi ngh ien t, thng s dung internet e ket noi cac ngi ra quyet nh. Cac thuan li ap dung cac phng phap giao tiep cai tien trong cac to chc: + Cai tien nang suat cua nhan vien + Lien quan en nhieu ngi ra quyet nh chnh + Khong quan tam nhieu en ng bien gii a ly + Tao nen van hoa hp tac nhat quan + Cai tien chat lng cuoc song cua nhan vien
III.1.3.
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Ho tr cong tac: May tnh ho tr cong tac
Khung thi gian/ni chon: + S hieu qua cua ky thuat tnh toan cong tac phu thuoc vao v tr cua cac thanh vien trong nhom va phu thuoc vao thi gian chia se thong tin gi va nhan. + Chia s giao tiep thanh bon o, va to chc bon o doc theo 2 chieu thi gian va ni chon. Thi gian: Khi gi va nhan thong tin hau nh ong thi, giao tiep la ong thi. V du: ien thoai, ti vi, va cac cuoc hop gap mat nhau. Giao tiep bat ong bo xay ra khi ngi nhan nhan thong tin thi iem khac thi iem gi thong tin o. Ni chon: Ngi gi va ngi nhan co the cung phong hoac khong. + Bon o la: Cung thi gian/cung ni chon: Cac thanh vien gap mat nhau cung mot luc, giong nh phong quyet nh hoac gap mat truyen thong. Cung thi gian/khac ni chon: Cac thanh vien cac ni khac nhau, nhng giao tiep cung nhau. V du: hoi ngh truyen hnh (videoconferencing). Khac thi gian/cung ni chon: Nhieu ngi lam viec theo ca. Ca nay e lai thong tin cho ca khac. 2/ 58
Khac thi gian/khac ni chon: Cac thanh vien cac ni khac nhau. Cac thanh vien nay gi va nhan thong tin nhng lan khac nhau.
Cung thi gian GSS trong phong quyet nh GSS da tren web He thong trnh bay a phng tien Bang trang Chia se tai lieu GSS da tren web Bang trang Chia se tai lieu Hoi ngh truyen hnh Hoi ngh may tnh E-mail, V-mail Khac thi gian GSS trong phong quyet nh GSS da tren web He thong quan ly dong lam viec Chia se tai lieu E-mail, V-mail GSS da tren web Bang trang E-mail, V-mail He thong quan ly dong lam viec Chia se tai lieu Hoi ngh may tnh co nh
Cung ni chon
Khac ni chon
Hnh III.1.1: Khung giao tiep thi gian/ni chon va cac ky thuat ho tr tnh toan cong tac
Groupware: + Groupware thng tham khao cac san pham phan mem, cung cap ho tr cong tac cho nhom. Groupware cung cap mot c che oi e chia se y kien, d lieu, thong tin, kien thc, va cac nguon tai nguyen khac. Cac ky thuat tnh toan cong tac khac nhau ho tr lam viec nhom theo cac cach khac nhau, phu thuoc vao loai thi gian/ni chon ma cong viec xay ra, muc ch cua nhom, va nhiem vu. Nhng cong cu mi lien quan en viec ho tr cac cuoc hop bat c thi gian nao/bat c ni nao. + Co hang ngan goi phan mem cha mot so thanh phan cua groupware. Mot so ch co cac kha nang cong tac tho s (bau c, voting), trong khi mot so khac cung cap s ho tr cho moi kha canh cong tac (cac cuoc hop ien t ay u cung vi hoi ngh truyen hnh). Hau het tat ca eu tan dung ky thuat internet cho giao dien ngi s dung theo kieu duyet web nhat quan va cac protocol giao tiep. + Groupware thng cha cac kha nang cho t nhat mot trong cac thanh phan sau: Phat kien ien t Hop hoac hoi ngh ien t nh thi nhom Len lch Hoach nh
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Giai quyet ung o Xay dng mo hnh Hoi ngh truyen hnh Chia se tai lieu ien t (V du: chia se man hnh, bang trang, liveboard) Bau c,
III.1.4.
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Cac he ho tr quyet nh
Hau het cac cong viec nhom xay ra trong cac cuoc hop. Muc tieu cua groupware la ho tr cong viec cua cac nhom thong qua moi hoat ong cong viec, bao gom cac cuoc hop. Mac du cac cuoc hop khong co hieu qua, cong viec nhom cung cap cac phu hp, va mot so ieu khac thng. Muc tieu cua GSS la tang mot so cac li ch cong tac va loai bo hoac giam bt mot so nhng mat mat. Cac nha nghien cu a phat trien cac phng phap e cai tien cac qua trnh cua cong viec nhom, va mot so phng phap nay c nhom t ong. Hai phng phap ai dien la ky thuat nhom danh ngha (nominal group technique, NGT) va phng phap Delphi (Delphi method). Cac phng phap nay eu la cac tiep can bang tay e ho tr lam viec nhom. Cac thanh cong gii han cua cac phng phap nh NGT va Delphi dan en cac no lc s dung ky thuat thong tin e ho tr cac cuoc hop nhom. Ky thuat chnh goi la he ho tr nhom (GSS, Group support system). Vao au nhng nam 1990, thay the bang he ho tr quyet nh nhom (GDSS, Group decision support system), v cac nha nghien cu nhan ra rang cac ky thuat tnh toan cong tac ang s dung nhieu hn ho tr ra quyet nh. He ho tr nhom la bat c s ket hp nao cua phan cng va phan mem, nham cai tien cong viec nhom. GSS la thuat ng chung gom tat ca cac dang tnh toan cong tac. GSS cai tien sau khi cac nha nghien cu ky thuat thong tin nhan ra rang ky thuat c phat trien e ho tr nhieu hoat ong thng xay ra cac cuoc hop gap mat nhau (phat sinh y tng, xay dng cac ong cam, sap hang nac danh, bau c, ). Mac du, GSS ay u van xem xet he thong thong tin c thiet ke cu the, t gia cac nam 1990, nhieu kha nang ac biet cua GSS c nhung vao cac cong cu san xuat. V du: Microsoft NetMeeting Client la mot phan cua Windows. Hau het cac GSS eu de dung v chung co giao dien windows hoac trnh duyet web. Hau het GSS eu kha pho bien va cung cap s ho tr cho cac hoat ong giong nh phat sinh y tng, giai quyet ung o, bau c, He thong hop ien t (EMS, electronic meeting system) la mot dang groupware, ho tr cac cuoc hop vao bat c luc nao, bat c thi iem nao. Cac nhiem vu nhom bao gom giao tiep, hoach nh, phat sinh y tng, giai quyet van e, thao luan van e, thng lng, giai quyet ung o, phan tch va thiet ke he thong, cac hoat ong nhom cong tac nh chuan b va chia se tai lieu. 4/ 58
GSS co the xem xet trong cac hoat ong nhom pho bien co ch t viec ho tr da tren may tnh: + Lay thong tin: bao gom viec truy xuat cac gia tr d lieu t mot c s d lieu hien hanh va lay thong tin t cac thanh vien nhom khac. + Chia se thong tin: la trnh bay d lieu cho toan bo nhom tren man hnh chung hoac cac tram cua cac thanh vien nhom e xem. + S dung thong tin: lien quan en ng dung ky thuat phan mem (nh cac goi mo hnh hoac cac chng trnh ng dung cu the), cac thu tuc, va cac ky thuat giai quyet van e nhom e i en mot quyet nh nhom. Muc tieu GSS la cung cap ho tr cho cac thanh vien trong cuoc hop e cai tien s phong phu va hieu qua cua cac cuoc hop bang cach tang toc o qua trnh ra quyet nh (hieu qua) hoac bang cach cai tien chat lng cua cac ket qua (hu hieu). GSS co gang tang cac ieu at c cua qua trnh va nhiem vu, va giam cac ieu khong at c cua qua trnh va nhiem vu. Cai tien hieu suat bang cach ho tr cac thanh vien trong nhom trao oi cac y tng, y kien, va cac s thch. Cac ac iem cu the nh song song va nac danh e tao s cai tien. Tiet kiem thi gian di chuyen, song song dan en giam cac chi ph, nac danh dan en phat sinh nhieu y tng hn va sang tao nhieu y tng hn.
III.1.5.
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Cac ky thuat he thong ho tr quyet nh nhom
Co 3 la chon e trien khai ky thuat GSS: + Trong phong quyet nh vi muc tieu ac biet + phng tien co nhieu cong dung + Nh la mot groupware da tren web vi cac client chay bat c ni nao co cac thanh vien cua nhom. Cai at GSS cac phong quyet nh co muc tieu ac biet, at, theo khach hang, cac phong quyet nh vi cac muc tieu ac biet (phong hop ien t) co cac may tnh va mot man hnh chung ln trc phong. Y tng ban au ch la cac nha quan ly cap cao va cac nha lanh ao s dung tien li. Phan mem trong phong hop ien t co muc ch ac biet thng chay tren mang cuc bo, va cac phong nay trang b kha at. Cau truc cac phong hop ien t theo cac hnh dang va kch thc khac nhau. Mot thiet ke pho bien la mot phong trang b 12-30 may tnh ca nhan co noi mang, thng hoan lai thanh man hnh nen (desktop) (e xem xet cac thanh vien tot hn). Mot may tnh server noi vi he thong may chieu co man hnh ln va noi vi mang e trnh bay cong viec cac tram lam viec ca nhan va tch hp thong tin t cac tram lam viec. Cac phong break-out trang b cac may tnh noi vi server gan ke vi phong quyet nh co cac nhom t van nho. Va trnh bay cac thong tin xuat phat t cac nhom t van nho nay tren man hnh chung ln.
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Cac to chc van s dung cac phong quyet nh ien t ho tr cac cuoc hop cung thi gian/cung ni chon. Mot la chon th hai e xay dng phng tien co nhieu cong dung, la phong lab co muc tieu chung vi kch thc gap oi, khong ln nhng co phong GSS hu ch. oi vi la chon mot va hai, phng tien huan luyen can thiet e phoi hp cac cuoc hop. Ngi ng au nhom lam viec vi phng tien e cau truc cuoc hop. S thanh cong cua cuoc hop GSS phu thuoc ln vao chat lng, cac hoat ong va ho tr ngi ho tr (facilitator). T nhng nam 1990 tr lai ay, mot tiep can pho bien nhat la la chon th ba: s dung groupware da tren web hoac mang cuc bo (LAN, local area network), cho phep cac thanh vien trong nhom lam viec bat ky ni nao va bat ky thi gian nao. Groupware nay thng co hoi ngh truyen hnh. Tnh san sang cua groupware tng oi re (v mua hoac thue) ket hp vi sc manh va chi ph thap cua cac may PC lam cho loai he thong nay co the song c. Cung vay, chi ph cao cua viec xay dng phng tien va tm kiem ngi ho tr co kinh nghiem, va yeu cau e co cac thanh vien ket noi t cac v tr khac nhau bat ky thi gian nao, dan en yeu cau t cho 2 tiep can au. Web cung cap tnh uyen chuyen trong viec ieu hanh cac cuoc hop, web tao cac van e hap dan ve viec ngi tham d de dang trong cac cuoc hop nh the nao. Noi chung, oi vi cuoc hop bat ky ni nao/bat ky thi gian nao, gay an tng manh en moi giai oan cua cuoc hop la thi gian han chot. Thiet lap cac thi gian han chot cho phep oi vi cac vung thi gian (time zones) khac nhau va van e i lai. Mot van e khac oi vi cac cuoc hop khong gap mat nhau la cac thanh vien muon xem ho ang lam viec vi ai. Mot so he thong van con truy xuat cac hnh anh, trong khi o hoi ngh truyen hnh cai tien mot so kha canh cuoc hop bang cach trnh bay ngon ng chnh nao o (body language).
III.1.6.
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Cac he thong nhom
Cac he thong nhom la groupware de hieu, ho tr phan tan rong cua cac qua trnh nhom. Tong quan cac cong cu va moi quan he cua cac cong cu vi cac hoat ong GSS chnh c trnh bay trong hnh. Chng trnh ngh s la kenh ieu khien e nh thi va ieu hanh cac hoat ong he thong nhom. Cac cong cu trong cac he thong nhom chia thanh cac cong cu chuan va cac cong cu cai tien.
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Hoat ong Phat sinh y tng
Cac cong cu Phat kien ien t Ngi bnh luan chu e Ngi phac thao nhom Bang trang Ngi phan loai Bang trang
Hoach nh cuoc hop
To chc y tng
Ngi quan ly cuoc hop
Toi u hoa
Bau c Phan tch phng an Khao sat o o y kien Ngi mo hnh hoat ong Phan tch phng an
Phat trien chnh sach
Tch luy kien thc va trnh bay bo nh co to chc
Phat kien ien t Ngi bnh luan chu e Ngi phac thao nhom Bang trang
Hnh III.1.2: Cau truc cua cac he thong nhom cho Windows
Cac he thong nhom cho cac cong cu chuan Windows ho tr cac qua trnh nhom gom phat sinh y tng, xay dng danh sach, thu thap thong tin, bau c, to chc, toi u hoa, va xay dng s ong cam: + Phat kien ien t (Electronic Brainstorming): thu thap cac y tng va cac li bnh luan theo cach thc khong co cau truc. Cac nhom lam viec nhanh trong viec phat sinh dong y tng t do. Cac thanh vien ong gop ong thi (song song) va nac danh.
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+ Cong cu phac thao nhom (Group Outliner): cho phep nhom tao va bnh luan danh sach cac chu e nhieu mc theo cau truc cay hoac phac thao. moi mc phac thao, cac thanh vien co the ket noi them cac li bnh luan. Do o, tch hp va cong tac cac li bnh luan lai. + Cong cu bnh luan chu e (Topic Commenter): cho phep cac thanh vien bnh luan danh sach cac chu e. S phat sinh y tng nay co cau truc hn so vi viec phat kien ien t, nhng co cau truc kem hn cong cu phac thao nhom. + Cong cu phan loai (Categorizer): cho phep nhom phat sinh danh sach cac y tng va ho tr cac li bnh luan. Tao cac phan loai cho cac y tng, va cac thanh vien co the keo cac y tng thanh mot loai theo yeu cau. + Bau c (Vote): ho tr phat trien s ong cam thong qua viec anh gia van e theo nhom. Cac phng phap bau c c cung cap. Cac ket qua c lap bang ien t va trnh bay theo thong ke hoac o hoa. Cac cong cu cai tien cac he thong nhom gom co cac cong cu nhung vao e phan tch, khao sat va mo hnh: + Phan tch phng an: cho phep nhom anh trong so hoac ty le danh sach cac phng an so vi danh sach cac tieu chuan, v cac quyet nh cong tac yeu cau anh gia nhieu quan iem va y tng. Nhom co the kiem tra cac gia s theo kieu what-if bang cach ieu chnh cac trong so cho cac tieu chuan. + Khao sat: cho phep tao, quan tr, va phan tch danh sach cac cau hoi trc tuyen. + Cong cu mo hnh hoat ong: cung cap ho tr nhom than thien ngi s dung cho mo hnh thiet ke lai qua trnh nghiep vu ong thi. Chng trnh ngh s (kenh ieu khien) co ngi ho tr. Thong qua chng trnh ngh s, ngi ho tr hoach nh va ieu hanh cuoc hop, ieu khien va tiet kiem cac bao cao va d lieu cua cuoc hop. Cac he thong nhom gom mot so nguon tai nguyen nhom khac: + Cac ngi lay danh sach cac thanh vien co thong tin nen tang. + Bang trang la mot cong cu chu thch va ve theo nhom. + Ban tin (Handouts) la cac tai lieu tham khao cho viec xem xet nhom. + o o y kien (Optionion Meter) la phien ban n gian va nhanh cho cong cu bau c e o cac y kien. Cac nguon tai nguyen ca nhan cai tien tnh phong phu ca nhan: + Tai lieu (briefcase) cho phep truy xuat cac ng dung s dung pho bien (x ly t, cac tnh toan, va th ien t). + Nhat ky ca nhan cho phep lay cac ghi chu ca nhan. + Cong cu giam sat bien co thong bao cac thanh vien cua cac thong tin va hoat ong mi.
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III.1.7.
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Qua trnh hop GSS
Cac cuoc hop ien t gap mat nhau, cung thi gian va cung ni chon thng tien trien theo dang pho bien: + Ngi ng au nhom hop vi ngi ho tr e hoach nh cuoc hop (ieu nay quan trong), chon cong cu phan mem, phat trien chng trnh ngh s. + Cac thanh vien hop trong phong quyet nh, va ngi ng au a ra cau hoi hoac van e cho nhom. + Cac thanh vien anh vao cac y tng hoac li bnh luan (phat kien) cua ho, va trnh bay cac ket qua ra cong chung. V cac thanh vien co the thay nhng g ma ngi khac ang anh tren man hnh, s dung phan mem to chc y tng, tm kiem cac dang pho bien. + S dung phan mem to chc y tng, cac thanh vien tm kiem cac y tng, cac chu e, cac dang pho bien va to chc lai thanh cac loai tho (y tng chnh) vi cac li bnh luan thch hp (nghien cu mi ang co gang e t ong mot phan cua cuoc hop ien t). Sau o trnh bay cac ket qua ra cong chung. + Gi 5-10 chu e tren cung cho phan mem phat sinh y tng theo sau cuoc thao luan. Qua trnh (phat sinh y tng, to chc y tng, toi u hoa) co the lap lai hoac lay ket qua bau c cuoi cung. Cac hoat ong chnh cua GSS co ien trnh bay trong qua trnh GSS chuan: + Phat sinh y tng: Bc nay nhn nhan van e va co gang phat trien cac y tng sang tao ve cac ac iem quan trong cua van e o. Cac y tng nay co the la bat ky ieu g co the lam oi vi van e nay, t cac giai phap tiem an cho en cac tieu chuan, roi en cac nhan to khong quan trong. Cong cu phat kien ien t la thch hp, au ra cua cong cu nay la mot danh sach cac y tng. Thi gian thong thng khoang 30-45 phut. + To chc y tng: Cong cu to chc y tng at nhieu y tng c phat sinh vao mot danh sach gom cac van e chnh. au ra cua giai oan nay la mot danh sach gom vai y tng chnh (1 y tng chnh tng ng vi 20 y tng ban au). Thi gian thong thng khoang 45-90 phut. + Toi u hoa: giai oan nay, toi u hoa cac y tng chnh. Cong cu bau c la thch hp, au ra cua cong cu nay la mot danh sach c toi u gom cac y tng va cac chi tiet. Thi gian thong thng khoang 10-20 phut. + Phat sinh y tng: Phat sinh cac y tng mi da vao s toi u cua cac y tng chnh. Cong cu phat kien y tng cung cap cau truc nh cong cu bnh luan chu e. Phat sinh cac y tng thng tap trung vao cac giai phap. au ra cua giai oan nay khoang 20 y tng cho moi y tng chnh ban au. Qua trnh tiep tuc cho en khi chon y tng cuoi cung nh la giai phap cho van e c nhac trong cuoc hop, nhan dang mot vai giai phap e ieu tra sau hn. Mot so cuoc hop hng ra quyet nh. Mot so cuoc hop khac lai kham pha ban chat, va tap trung vao viec phat sinh y tng e tiep tuc cac cuoc hop sau hoac 9/ 58
cong viec ca nhan. Thong thng, cuoc hop GSS keo dai lau hn cac cuoc hop khong co ho tr, nhng nhng thanh vien thng ky lng hn trong viec phat kien va phan tch, va ho cam thay rang ho a ra quyet nh tot hn khi s dung he thong. Cac cuoc hop bat c thi gian nao/bat c ni nao tr thanh mot tiep can chuan v GSS da tren web tang nhanh. Co mot so ieu khac nhau la cac thanh vien muon biet ve cac thanh vien khac (neu ho khong s dung hoi ngh truyen hnh ong thi, hoac cha bao gi gap cac thanh vien khac), phai giao thi gian hoan thanh nhiem vu (ac biet neu cuoc hop keo dai tren cac vung thi gian khac nhau), nhiem vu cua ngi ho tr tr nen kho hn, ac biet khi cuoc hop keo dai nhieu gi. Ap at thi gian han chot e nhom co the chuyen sang giai oan ke cua cuoc hop. Cac van e giong nhau anh hng en cac moi trng hoc t xa. Theo Romano et al. (1997), ieu quan trong la nhac cac thanh vien ho ang au trong qua trnh, va gi ho tap trung vao cac nhiem vu chiem nhieu thi gian. Cac van e khac gom tnh bao mat (e bao ve cac thong tin co gia tr khoi ke trom), truy xuat toan cau (t nha hoac cac site khac), thong tin va cac li mi th muc (folder invitations and information) (mi cac thanh vien tham gia vao cac giai oan cua cuoc hop), thong tin ve cac thanh vien (cac the nghiep vu ao), ch ro ngi nao ang tren he thong (e giam i cam giac co n), cac ieu khien cua ngi ho tr (nh the nao e bat au va dng cac cuoc hop, nh the nao e han che quyen truy xuat en cac hoat ong khac nhau). Hoach nh cuoc hop la li khuyen quan trong nhat. Cac ngi ho tr cung cap cac ieu khch le va phat trien quyen li c bao am trong ket qua, giao tiep thng xuyen va ro rang, giao vai tro va nhiem vu theo trach nhiem va ro rang trong giao tiep gia cac muc tieu va cac hoat ong. S thanh cong cua GSS: + S thanh cong cua GSS da chu yeu vao tnh hieu qua cua no. Khi s dung he thong, th chi ph giam, ho tr cac thanh vien ra cac quyet nh tot hn, va/hoac tang hieu suat ang ke, sau o la thanh cong. + GSS can nhieu nhan to thanh cong cua he thong thong tin thng nh: rang buoc co to chc, ngi tai tr thc thi, ngi tai tr hoat ong, s huan luyen va tien bo cua ngi s dung, giao dien hap dan ngi s dung, ... + Co mot ngi ho tr ca nhan, c huan luyen tot va tan tuy la mot ieu quan trong. + GSS phai co cac cong cu chnh xac e ho tr cong viec nhom cua to chc va phai co tnh song song va nac danh e cung cap cho qua trnh va nhiem vu cac ieu at c. + Hoach nh tot la cha khoa e ieu hanh cac cuoc hop thanh cong, ieu nay cung ap dung cho cac cuoc hop ien t. Neu co bat ky hoach nh cuoc hop kem nao, eu lam cho nhom tin rang GSS co hieu suat kem. 10/ 58
III.1.8.
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Hoc t xa
Hoc t xa xay ra khi viec hoc lien quan en cac cong cu hoac cac ky thuat c thiet ke e khac phuc cac han che cua viec hoc cung thi gian/cung ni chon. Hoc t xa bat nguon t My vao nam 1728 thong qua th. Hoc t xa hap dan va co tiem an khong han che, e cach mang viec hoc cac trng ai hoc, cac trng cong va trng t, trong viec huan luyen cong viec. Khi phat minh ti vi vao nhng nam 1920, no c bao trc nh la thiet b, dung e cach mang giao duc. Radio cung c s dung nam 1920, nam 1930 cho cac chng trnh hoc t xa, cac he thong hoc t xa truyen hnh a hoat ong trong nhieu thap nien. Ngay nay, ky thuat a cai tien, ti vi, hoac hoi ngh truyen hnh, va tnh toan cong tac thong qua internet, cuoi cung co the chu toan bon phan bang cach cung cap cac cong cu ho tr hoc t xa. Thiet ke cac cong cu internet, hoi ngh truyen hnh va tnh toan cong tac theo moi trng lp hoc a phat trien thanh lnh vc quan trong cua giao duc cao hn xung quanh the gii trong nhieu thap nien gan ay. Hoc t xa la mot cach khong truyen thong cua giao duc phan tan va tap trung cac chuyen gia lam viec theo yeu cau chnh la thanh phan cua s thuan tien. Khi tat ca cac nen kinh te cua giao duc va cac xu hng kinh te xa hoi cai tien, sinh vien hoan thanh giao duc ai hoc theo cach khong truyen thong. Nhng thuan li cua cac chng trnh hoc t xa: + Hoc t xa hieu qua nh cac phng tien truyen thong, hoac tham ch tot hn na. + Khung thi gian uyen chuyen khi hoc t xa, tao c hoi cho nhieu ngi hoc ke ca ngi quan ly cap cao va ngi lanh ao. + Sinh vien khong can bo cong viec hien tai cua ho. + Sinh vien co the i cong tac xa khi lam viec. + Viec hoc co the san sang bat ky luc nao va bat ky thi gian nao. + Trnh bay ky thuat mi cho mot so lng ln thnh gia, tao chi ph re hn. + Cac lp hoc trc tuyen co the day cac ky nang cu the. + Cac lp hoc trc tuyen co chi ph thap hn. + Co san nhieu thong tin cho sinh vien, ca ve chieu rong va chieu sau cua khoa hoc. + Co the giao tiep mot mot gia sinh vien va giao vien (thong qua th ien t). + Thi gian lien lac gia khoa va sinh vien tang len. + Hoc t xa thoa man nhu cau hoc lien tuc. + Cac tai lieu khoa hoc nhat quan. + Khong yeu cau ngi tham d, co the linh ong (them hoac bt). + Ky thuat co the x ly khoa hoc theo kieu thao luan cung nh cac khoa hoc ky thuat.
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+ Thai o cua sinh vien cai tien va nang cao quen thuoc vi ky thuat tang dan. + Sinh vien trnh bay cac thu nhan tch cc trong viec hoc. + Khao sat cac anh hng (cac mc hoc cao hn, cac iem kiem tra cao hn) nham tang cao cac khoa hoc trc tuyen. Nhng bat li cua cac chng trnh hoc t xa: + Thieu mot vai tng tac xa hoi (hoac rat khac nhau), thieu cac cuoc hop gap nhau. + Co t giao tiep theo kieu trng hoc. + Co cac van e giao tiep (ac biet la truyen hnh). + Sinh vien phai tch cc cao hn va tap trung nhieu hn. + Sinh vien phai theo nguyen tac cao va to chc cao. + Sinh vien phai co ky nang quan ly thi gian hieu qua. + Sinh vien phai cong hien nhieu. + Cac lp hoc trc tuyen yeu cau ho tr quan tr ln. + Cac lp hoc trc tuyen yeu cau ho tr ky thuat ln. + Thi gian phan cong va chuan b cua khoa co y ngha cao hn khoa hoc truyen thong (tang len 3 lan thi gian va no lc can thiet). + Thiet ke lai cac khoa hoc tan dung cac c che trnh bay tot nhat e phan bo chu e. + Nen co cac phan thng phu cho khoa v no lc them cua sinh vien. + Khoa can phai huan luyen cu the theo cac phng phap giang day hieu qua va co ky thuat. + Sinh vien can huan luyen cu the theo ky thuat. + Khoa hoc yeu cau c s ha tang ky thuat rat tinh cay gom phan cng, phan mem, va nhom huan luyen. + Ngi hoc phai co trach nhiem cao hn. + u the cua tai lieu thiet lap iem, thong qua cac phng phap cong tac cho phep giang vien nhan dang cac ong gop. + Sinh vien phai cham ch ay la cac khoa hoc thc te, khong la cac khoa hoc qua th. Courseware hoc t xa: + Co nhieu cong cu hoc t xa dang goi courseware, t dang tong quat hn nh Lotus Notes, Microsoft NetMeeting, Novell GroupWise, va GroupSystems cho en cac cong cu cu the nh Lotus Learning Space, WebCT. Huan luyen hp tac trc tuyen: + Ky thuat hoc da tren web cho phep cac to chc IT cap nhat cho cac thanh vien trong to chc cac cai tien mi nhat trong lnh vc IT. Cac khoa hoc tng tac hn, re hn c ieu khien bang lenh, hoc t xa nhanh chong tr thanh thu tuc ieu hanh chuan.
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+ Hoc ien t cai tien yeu cau giao tiep kp thi va theo 2 chieu qua cac cong cu hoi ngh truyen hnh hoac nghe noi, cho phep cac sinh vien hoac giang vien tng tac vi nhau va co phan hoi. oi vi hau het cac huan luyen web, sinh vien xem lp hoc ghi am lai hoac song ong va thanh vien b gii han trong cuoc thao luan bang th ien t va bang thong bao. Cac nguon tai nguyen hoc t xa: Cac to chc sau co the nang cao viec cai tien va ho tr hoc t xa: + Trung tam tai nguyen nay co mot phong hoc theo mo hnh co the xem tren web. The Center for Distance Learning Texas A&M University (www.cdlr.tamu.edu). + Trung tam co cac tai nguyen nh cac tom tat ve cac nghien cu, cac bai bao a an ban, cac nghien cu, cac hng dan cung vi cac meo nh the nao e thiet lap mot chng trnh hoac mot khoa hoc t xa. The Center for Excellence in Distance Learning (CEDL) Lucent Technologies (www.lucent.com/cedl/). + To chc nay van con lu gi nhieu van e quan trong trong giao duc. Ho a xuat ban quyen sach nh the nao e anh gia chat lng chng trnh hoc t xa cua mot to chc, co ten la Distance Learning Evaluation Guide, (ACENET, 1999). The American Council on Education ACENET (www.acenet.edu). anh gia viec hoc t xa: + Hoc t xa la dang cong tac va quan ly kien thc. That la quan trong e anh gia anh hng cua cac khoa hoc da tren web theo thuat ng cac li ch va cac chi ph. Hau het cac kinh nghiem cua sinh vien eu la tch cc. Sinh vien co xu hng hoc nhanh hn s dung groupware, cu the kho hoc co khoang cach. Sinh vien trong moi trng hoc t xa co xu hng thc hien tot hn cac lp hoc truyen thong. Co mot so nhan to quan trong trong viec hoc t xa. Mc cao cua viec thuc ay sinh vien, ao c lam viec cng o cao, va sinh vien chuyen sau thng ho tr ket qua o o thanh cong thong thng cua ngi hoc t xa. Nhan to quan trong nhat e hoc t xa thanh cong la mc o oi vi giang vien nao va ho tr nhom co the khuyen khch sinh vien chu trach nhiem viec hoc cua ho. + Ca sinh vien va khoa phai hieu ky thuat cong tac anh hng nh the nao va chung thc hien cong viec khoa hoc nh the nao. Mot so van e xoay quanh viec huan luyen, xac nh s dung ky thuat nao va s dung nh the nao, phan bo cai g va phan bo khi nao, s dung tap tin sinh vien a vao theo tieu chuan g,
III.1.9.
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Phat sinh y tng va sang tao
Sang tao
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+ Sang tao phc tap. Sang tao xem nh la net tieu bieu c ban cua con ngi va mc o at c. Net tieu bieu sang tao lien quan en ca nhan la oc sang tao, tnh oc lap, ca tnh, long nhiet tnh, va tnh linh ong. Nhieu nha nghien cu cho la: Tnh sang tao co the hoc, cai tien va khong phu thuoc nhieu vao net tieu bieu ca tnh nh suy ngh. Cac cong ty oi mi nhan ra rang: Sang tao khong nhat thiet la ket qua cua thien tai nhieu nh la moi trng lam viec cham soc y tng. + Khi hnh thanh mot van e, phai nhan dang cac phng an va cac tieu chuan tiem an. Phat sinh y tng la mot tiep can ly tng. Y tng sang tao thng dan en cac giai phap. Trong phat kien y tng, co mot so o o tnh sang tao cu the: cac thanh phan nh lng (so y tng) va cac thanh phan nh tnh (chat lng y tng). S dung he thong ho tr tnh sang tao eu anh hng en ca thanh phan nh lng va nh tnh. + Nhieu to chc nhan ra gia tr cua tnh sang tao va s oi mi. Ho nhan biet ban chat cong tac cua tnh sang tao va cac loai moi trng thuc ay tnh sang tao. Tnh sang tao va s oi mi i lien vi nhau. Nhng g giong nh la y tng kem tr thanh nguon oi mi sang tao nhieu nam trong tng lai. + S cong tac, tro chi mao hiem, va prototype can thiet e thuc ay tnh sang tao. Ni lam tr thanh ni thu v e ngi cong nhan oi mi kien thc. Tro chi lien quan en viec sang tac bat ng khong theo cach tao gia tr mi. Cac qua trnh sang tao khong the quan ly theo cung cach thc vi cac cai tien tien li co ien (conventional incremental improvements). Co the trng thanh va hng dan oi mi bang viec thiet lap cac muc tieu mem, bang viec anh gia tien trnh bang s sac sao en chien lc dai han va nhng thay oi cua the gii ben ngoai, va bang viec tao khong kh khuyen khch suy ngh tao bao (Port va Carey, 1997). Ngi quan ly thuc ay tnh sang tao nen cho phep va co the hn la cau truc va ieu khien (Silverstone, 1999). Tnh sang tao quan trong trong viec giai quyet van e va do o no cung quan trong e phat trien cac he thong ho tr tnh toan. + Kch thch tnh sang tao va s oi mi bang cac nhan to moi trng. Moi trng thoa man cac tieu chuan tro chi mao hiem, la mot phan cua qua trnh. Kch thch bi ngi sang tao khac trong moi trng co the thuc ay nhom tien len pha trc. Nh the nao? Kch thch co the en trc tiep t cac y tng hap dan c phat trien nh la ket qua cua s ket hp (hoac ieu phoi) gia nhieu ngi sang tao. Phat sinh y tng thong qua phat kien ien t + Cac ky thuat va cac phng phap phat sinh y tng a c thong qua e cai tien tnh sang tao cua ca ca nhan va nhom. Phan mem phat sinh y tng (phat kien ien t) giup kch thch dong suy ngh sang tao khong the kiem soat c, t do: y tng, t ngha, hnh anh, va cac khai niem thiet lap tnh 14/ 58
+ +
nhiet tnh, da vao nguyen tac ieu phoi (ket hp). Mot so goi phan mem thiet ke e cai tien qua trnh suy ngh sang tao cua tam tr con ngi, va co the dung e tao cac y tng san pham mi, cac chien lc tiep th, cac chien dch khuyen mai, ten, tieu e, khau hieu, cau chuyen hoac phat kien. ac iem chnh cua phan mem phat sinh y tng la bung no nhieu y tng cho ngi s dung, no giup ngi s dung chuyen t che o phan tch sang che o sang tao. Nghien cu tam ly cho thay: Con ngi co xu hng bam chat cac suy ngh cua ho, s dung y tng au tien nh la iem khi au cho cac y tng khac. Do o, cac y tng sau khong co y ngha mi, nhng co thay oi nho so vi y tng ban au. V phan mem phat kien y tng thoat khoi tnh chu quan cua con ngi, no giup m rong nen tang suy ngh va khuyen khch cac y tng thc s xuat hien. Theo nh ngha, phat sinh y tng trong GSS la no lc cong tac. Y tng cua mot ngi kch thch y tng cua ngi khac, va kch thch nhieu y tng hn (tao ra mot chuoi cac y tng ket hp). Vi cac cong cu ho tr tnh toan cong tac (v du GSS), cac ca nhan lam tat ca cac suy ngh trong khi he thong phan mem khuyen khch ho di chuyen theo. Ky thuat nay la cach an toan, nac danh e khuyen khch cac thanh vien noi len y kien ma ho cam thay mien cng trong cac thiet lap co ien hn. Bang cach xay dng moi ngi mot y tng, ngi ta co the at c cac tam nhn sang tao ma ho khong co trc khi ket hp cac y tng ang ton tai va tr nh cua ho. Co mot anh hng tham tham khi cac y tng lam viec theo cach cua ho thong qua qua trnh. Cac ket hp kch thch tr nh, co the kch hoat tnh sang tao. Trao oi thong tin (viec hoc) co the tang hieu suat va tnh sang tao. Di cac ieu kien phat kien ien t ung, co the phat sinh nhieu y tng hn va nhieu y tng sang tao hn. Kham pha mot so cac ieu kien khac nhau. Chang han nh, Ap lc thi gian anh hng en viec phat sinh y tng; Viec phan ra van e theo cac giai oan thi gian hoac theo nhiem vu; Cac cong cu phat kien y tng khac nhau e sang tao; S phan loai. Mot cach tong quat, neu tiep can ung trong viec phat kien ien t, th phat sinh nhieu y tng, va nhieu y tng sang tao hn. Cai g neu ca nhan thoa man nhu cau phat kien mot mnh? Co cac phng phap e cai tien phat kien ca nhan. Satzinger et al. (1999) phat trien phat kien mo phong e giup cac ca nhan kch thch cac ap ng sang tao hn khi phat kien mot mnh. Ho so sanh anh hng cua cong cu mo phong phat sinh cac y tng ngau nhien cho ngi ra quyet nh ca nhan, trai ngc vi ngi ra quyet nh ca nhan khong s dung cong cu mo phong trong phat kien. Cac thanh vien s dung cong cu mo phong phat sinh nhieu y tng va nhieu y tng sang tao hn cai khac. Nghien cu nh the nao nhom nen to chc e phat sinh y tng trnh bay ieu o, trai vi viec tm kiem phat sinh y tng khong co may tnh trung 15/ 58
gian, mot GSS n ho tr nhom phat sinh nhieu y tng chat lng cao hn cung so cac thanh vien lam viec nh cac ca nhan hoac trong mot vai nhom nho hn. Cac he thong da tren web e phat sinh y tng (v du: TCBWorks) a co san. + Hi lien quan en phat kien y tng, cac anh xa y thc co the giup ca nhan hoac nhom hieu van e lon xon, phat trien khung chung, va cai tien tnh sang tao. Anh xa y tng trnh bay cac khai niem co lien quan en cac khai niem khac nh the nao, do o giup ngi s dung to chc cac suy ngh va cac y tng. Theo cach nay, chung ta co the thay van e ma chung ta co gang giai quyet. Phan mem cai tien tnh sang tao + Mac du phat kien ien t cai tien tnh sang tao, nhng chnh loai ngi tao ra cac ket qua. Mot so phng phap va phan mem cai tien tnh sang tao cua con ngi bang cach thc hien mot so nhiem vu sang tao cua con ngi. Mot so he thong thc s trnh bay hanh vi sang tao. Chng trnh may tnh trnh bay hanh vi sang tao + Trong nhieu thap nien, ngi ta co gang viet cac chng trnh may tnh, e trnh bay hanh vi thong minh. ac iem chnh cua hanh vi thong minh la tnh sang tao. May tnh co sang tao khong? + Cac tac nhan thong minh (smartbots) co the hoat ong nh la cac ngi ho tr trong GSS. Chen et al. (1995) mieu ta kinh nghiem ma tac nhan thong minh c tr giup trong viec hoi tu y tng. Hieu suat cua tac nhan so vi hieu suat cua ngi ho tr trong viec nhan dang cac khai niem thoa man yeu cau quan trong, nhng kem hn trong viec phat sinh cac khai niem thch hp va chnh xac. Nhng tac nhan co the hoan thanh nhiem vu nhanh hn ban sao cua con ngi. Khai niem nay dang s khai, nhng co tiem an ho tr GSS da tren web. + Rasmus (1995) mieu ta 3 cong cu sang tao. He thong 1 goi la Copycat, chng trnh tm kiem cac tng t theo cac mau ky t. Nhan dang mau la can thiet cua s thong minh. Copycat gom co mot so tac nhan thong minh, co the tm cac tng t vi cac chuoi ky t. Co the tong quat hoa kha nang nay cho cac van e khac, yeu cau hieu biet khai niem va thao tac cac oi tng. Kha nang cua chng trnh e oan trc y ngha cua viec chuyen oi va tm cac phu hp tng t cung cap chng c ma cac may tnh co the bat chc kha nang cua con ngi e tao cac tng t. He thong 2, Tabletop, cung co kha nang tm kiem cac mau tuan t. He thong 3, AARON, la chng trnh ve nghe thuat phc tap va ket qua cua 14 nam nghien cu. Harold Cohen, ngi phat trien he thong a tao ra c s tri thc ho tr AARON. Cac chng trnh may tnh tng t a
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c phat trien e viet th, nhac, va tao cac tac pham nghe thuat bang a phng tien khac nhau. Cac phng an phan mem sang tao e phat sinh y tng + CoBrain (Invention Machine Corporation, Cambridge, MA, www.inventionmachine.com) la ong nghiep thong minh phat trien s oi mi ky thuat. Ky thuat x ly ng ngha cua CoBrain oc, hieu, va lay cac khai niem chnh t cac c s d lieu cong ty, intranet, va internet. Phan mem oc noi dung, tao cay giai phap van e (ch muc kien thc), va phan phoi ban tom tat trnh bay noi dung ky thuat trong cac tai lieu tng ng. CoBrain s dung kien thc cong trnh va nghien cu khoa hoc nh la nen tang cho cac giai thuat ng ngha e tang toc cac oi mi thiet ke qua trnh va san pham mi. + CoBrain da tren ly thuyet giai quyet van e co tnh sang tao (TRIZ ch nga viet tat). Genrich Altshuller va cac ong nghiep cua anh Nga a phat trien TRIZ nam 1946. Tren 2 trieu bang sang che c khao sat, phan loai theo mc o sang tao, va phan tch e tm kiem cac nguyen tac oi mi sau: Cac van e va cac giai phap lap lai thong qua cac cong nghe va cac nghien cu khoa hoc. Cac mau cai tien ky thuat lap lai thong qua cac cong nghe va cac nghien cu khoa hoc. Cac oi mi s dung cac anh hng nghien cu khoa hoc nam ngoai lnh vc ma ho a phat trien. Phan mem tao tnh sang tao cua con ngi de dang hn + Co nhieu goi phan mem tot co the giup kch thch tnh sang tao. Mot so co cac chc nang rat cu the, va mot so khac s dung cac ket hp t ng hoac cac cau hoi e nhac ngi s dung lay cac ch th mi, khong ro rang trong cac mau suy ngh cua ho. Hoat ong nay co the giup ngi s dung ngat cac mau suy ngh tuan hoan, lay cac khoi tr tue trong qua kh, hoac khac phuc tr hoan. Cac phan mem nh the s dung nhieu cach tiep can khac nhau e phat sinh dong y tng cua ngi s dung. + Sau ay la cac goi phan mem tao tnh sang tao cho con ngi: Project KickStart (www.projectkickstart.com) ho tr kha canh sang tao cua moi van e cu the: to chc mot e an mc khi au. Qua ngi s dung vi nhieu bc chuan ma moi e an nen tien hanh. No giup ngi s dung to chc cac y tng e bat au e an nhanh chong. No cung lam cho cac thong tin t cac e an khac san sang giup tien hanh cac chi tiet cho moi bc. ThoughtPath (Synectics Company, www.thoughtpath.com) cai tien tnh sang tao bang cach dan dat ngi s dung qua nhieu bc minh hoa s thanh cong trong thc te. ThoughtPath hng dan ngi s dung thong qua cac van e va cac c hoi i en mot giai phap sang tao va co the
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thc hien c. No giup ngi s dung at c tam nhn ve cac van e. No cai tien suy ngh ben ngoai cai hop (outside-the-box). Creative Think (www.creativethink.com) cung cap Creative WhackPack (da tren von Oech (1998)), mot bo bai gom 64 the, se tach chung ta ra khoi cac mau suy ngh theo thoi quen, va e chung ta nhn van e theo cach mi. Cac the kch thch tr tng tng. Chung ta co the chon mot the ngau nhien. IdeaFisher co mot t ien ngon ng tieng Anh ket hp, co the tham khao cheo cac t va cac nhom cau. Cac moi lien ket ket hp lam cho t ien de dang oi vi may tnh, e cung cap cho ngi s dung cac t co lien quan vi chu e mot mc o nao o, da vao cac tng t va cac phep an du. Nhieu ket hp khong tuyen tnh co the ky quac, tnh ky quac thng kch thch cac y tng hu ch, mi. Nhng ket hp ca nhan cung c them vao c s d lieu e m rong c s ng dung sang tao. IdeaFisher mieu ta nh la t ien chuyen e cua cac chat t sinh ra (a thesaurus on steroids).
III.1.10. Cac van e, nghien cu tnh toan cong tac va GSS

Groupware van ang phat trien manh, chnh v co ngay cang nhieu nhu cau e cac nhom cong tac vi nhau. Cac van e va cac cau hoi khong the tra li lien quan en viec tnh toan cong tac trong ly thuyet va thc hanh. Ky thuat cai tien nhanh hn nhieu trc khi kham pha van e ay u, cac van e mi a ra. Thiet lap cuoc hop ien t trai ngc vi thiet lap cuoc hop truyen thong. Cac van e quan trong nh song song, nac danh, va ac biet la kch thc nhom. Cong cu phat kien y tng (ien t so vi truyen thong, ien t so vi ien t khac) co the o so y tng phat sinh va cac y tng phat sinh t au. So sanh cac phng phap GSS e xac nh phng phap nao la tot hn va phng phap nao la tot nhat nham tan dung cac ky thuat cho cac ket qua tot hn hoac cho nhieu ket qua hn. Hay, co bat ky anh hng nao en phat kien y tng khi phan ra van e theo nhiem vu, theo thi gian, hoac theo ca nhiem vu va thi gian. Hay, anh hng cua cau truc groupware nham kch thch suy ngh dan en cong viec hieu qua hn. Hay cac anh hng phan loai, Hay cac thanh vien trong nhom hoc nh the nao khi ho lam viec, va ho co the trao oi thong tin hieu qua nh the nao. Web groupware trnh bay cac c hoi va thach thc mi. Chang han nh, Thiet lap ly thuyet hanh vi to chc va he thong thong tin giai thch tnh hieu qua cua groupware nh the nao. Hay, hanh vi xa hoi cua nhom anh hng en goupware nh the nao. Hay, nh the nao e ieu hanh cuoc hop va nh the nao e ho tr cac ngi ho tr van m, trong khi cac ngi khac a on nh. Groupware san sang va chay tren web, nhieu to chc co gang ao hoa cach thc ma chung hoat ong. Cac to chc co gang hnh thanh s hp tac ao, o ngi 18/ 58
ta co the lam viec bat c ni nao va bat c khi nao thch hp. Khi chung ta di chuyen en tnh huong nay, nhieu cau hoi hn xuat hien (nh the nao e quan ly mot to chc nh the van con la mot cau hoi m khi nhng ngi cong nhan nhng ni xa). Cuoi cung, nghien cu nham xac nh cach tot nhat e tan dung groupware trong phong hoc.
III.2. He ho tr quyet nh mc x nghiep

III.2.1.
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He ho tr quyet nh mc x nghiep: Cac khai niem va nh ngha
Vao nhng nam 1980 va cho ti nhng nam 1990, cac he thong s dung cho cac yeu cau cua cac nha lanh ao cap cao c thiet ke nh la cac he thong oc lap va goi la cac he thong thong tin lanh ao (EIS, Executive information systems). Ngay nay, cac he thong ho tr cac nha lanh ao va cung ho tr cac nhan vien. Cac he thong nay goi la cac he thong thong tin mc x nghiep (cung goi la EIS, Enterprise information systems). V cac he thong nay s dung cho nhieu ngi, nen chi ph hieu qua nhat. Cac he thong mc x nghiep xay dng tot cung cap cac nha lanh ao vi cung cac kha nang nh EIS trc c s dung e cung cap va them vao he thong cho nhieu ngi s dung khac trong x nghiep.
III.2.2. Tien hoa cua he thong thong tin mc x nghiep va he thong thong tin lanh ao
Trong nhng nam 1980, DSS ca nhan ho tr cong viec cua cac chuyen gia va nhng ngi quan ly cap trung. DSS to chc ho tr chnh cho cac ngi hoach nh, phan tch va cac nha nghien cu. Hiem khi cac ngi lanh ao cap cao s dung trc tiep DSS. Tnh huong nay trai ngc vi s kien la cac ngi lanh ao cap cao thng hay ra quyet nh. Cai g can e x ly cac yeu cau ac biet cua cac ngi lanh ao ung luc va chnh xac. Nord va Nord, 1996 cong dung pho bien nhat cua EIS la ho tr quyet nh (50%) bang cach cung cap d lieu va thong tin, nh thi (50%), thiet lap chng trnh ngh s va nh thi cac cuoc hop (43.8%), lap tai lieu ien t (31.5%), duyet d lieu va giam sat cac tnh huong (31.3%). Watson et al., 1997, cac he thong thong tin lanh ao cung c biet nh la cac he thong ho tr lanh ao, la ky thuat noi len. Nhng ngi s dung chnh cua EIS la nhan vien van phong lanh ao chnh (CEO, chief executive officer), nhan vien van phong tai chanh chnh (CFO, chief financial officer), hoac nhan vien ieu hanh chnh (COO, chief operations officer). Vao gia nhng nam 1990, vi nhng cai tien trong kho d lieu va trong mang web, thay the khai niem EIS oc lap bang he thong mc x nghiep chi ph hieu qua hn. Cac nh ngha da tren Rockart va DeLong (1988):
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+ He thong thong tin lanh ao (EIS, Executive information system) la he thong may tnh phuc vu cac yeu cau thong tin cua cac ngi lanh ao cap cao. Ngi s dung truy xuat nhanh cac thong tin kp thi va truy xuat trc tiep cac bao cao quan ly. EIS rat than thien, ho tr o hoa, cung cap cac bao cao ngoai le, va kha nang duyet d lieu i xuong. No cung co the ket noi c vi internet, intranet va extranet. + He thong ho tr lanh ao (ESS, Executive support system) la he thong ho tr co the de hieu, da tren EIS, bao gom giao tiep, t ong van phong, ho tr phan tch, va thong minh nghiep vu. + He thong thong tin mc x nghiep (EIS, Enterprise information system) la he thong dien lien hiep cac cong ty, cung cap cac thong tin co tnh lch s t cac quan iem hp tac. Cac ngi s dung khac nhau trong x nghiep co the s dung he thong cho cac muc ch khac nhau. Cac he thong nay cung phuc vu cho cac yeu cau cua cac lanh ao cap cao. Cac he thong mc x nghiep la mot phan quan trong cua khai niem quan ly tai nguyen mc x nghiep (ERP, Enterprise resources management). Cac he thong ho tr mc x nghiep: + Muc tieu quan trong nhat cua cac he thong ho tr mc x nghiep (ESS) la cung cap mot cong cu e ho tr mc x nghiep. Co 2 loai EIS: mot thiet ke ac biet e ho tr cac ngi lanh ao cap cao, mot co xu hng phuc vu cho mot cong ong ngi s dung rong hn. + ieu chnh EIS ch lanh ao nh la mot phan cua he thong thong tin mc x nghiep. Cac ng dung EIS co muc ch ho tr cac ngi ra quyet nh chuyen nghiep trong x nghiep. EIS cung cap mot so kha nang can thiet. Ngoai ra, con co mot so cong cu giup cac ngi quan ly chc nang (tai chanh, tiep th), va tch hp cac cong cu nay vao EIS. + Hn na, EIS ho tr cho cac mc to chc thap hn. V the, ngay nay EIS co ngha la he thong thong tin mc x nghiep hay he thong thong tin cua moi ngi. S dung cac he thong mc x nghiep (enterprise systems) hay cac he thong thong minh nghiep vu (business intelligence systems, BI), e mieu ta vai tro mi cua EIS, ac biet ngay nay kho d lieu (data warehouses) co the cung cap d lieu dang de s dung, cac he thong truy van hng o hoa co kha nang chia nho d lieu va phan tch d lieu a chieu.
III.2.3.
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Vai tro va cac yeu cau thong tin cua ngi lanh ao
Vai tro quyet nh lanh ao la mot vai tro chnh, v the chung ta chia no thanh hai giai oan. Giai oan 1 lien quan en viec nhan dang cac van e va cac c hoi. Giai oan 2 lien quan en cac quyet nh ve cai g se lam oi vi cac van e va cac c hoi. S phan chia nay co the s dung e hieu cac yeu cau thong tin cua ngi lanh ao va cac kha nang cua he thong thong tin lanh ao (EIS).
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Moi trng ben ngoai
Moi trng ben trong
Quet qua
Quet qua
anh gia thong tin
Phan tch nh tnh
Phan tch nh lng
Dien dch: Co van e (c hoi) khong?

Khong
Giai oan 1 Giai oan 2
Co au ra cho viec ra quyet nh
Quyet nh: Cai g e lam oi vi van e (c hoi) nay
Hnh III.2.1: Qua trnh ra quyet nh cua ngi lanh ao (Vai tro quyet nh)
Nh trong hnh, thong tin chay vao he thong t cac moi trng ben trong va moi trng ben ngoai. Phat sinh cac thong tin trong t cac n v chc nang (tai chanh, tiep th, san xuat, ke toan, nhan s, ). Thong tin ngoai en t nhieu nguon nh internet, cac c s d lieu trc tuyen khac, cac bai bao, cac dch vu tin tc tren internet, cac an ban cong nghiep, cac bao cao chnh phu, cac lien lac ca nhan. Ro rang, cac thong tin ket hp vo cung co gia tr, la tai nguyen co to chc quan trong can thiet e song con va canh tranh thanh cong. Tuy nhien, v khoi lng thong tin ln, nen can phai quet moi trng e cac thong tin thch hp. Cac tac nhan phan mem thong tin quet qua cac thong tin tren web, cac bao cao noi bo, cac cau chuyen mi. Sau o anh gia va phan kenh cac thong tin c thu thap e phan tch nh tnh va nh lng (cac chuyen gia thc hien khi can thiet). Sau o, ngi lanh ao hoac nhom ra quyet nh da vao van e hoac c hoi ang ton tai. Neu quyet nh nay co van e, th dien dch tr thanh
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au vao cho bc ke: ra quyet nh da vao cai g e lam oi vi van e nay. Muc ch c ban cua EIS la ho tr giai oan 1 cua qua trnh trong hnh tren. Con cac ng dung DSS ac thu (specific DSS applications) ho tr giai oan 2. Cac phng phap tm ra cac yeu cau thong tin: tham khao thong tin the Minicase in Focus W8.1 tren site www.prenhall.com/turban. Mot ieu phc tap ln trong viec xac nh cac yeu cau thong tin cua cac ngi lanh ao la: yeu cau thay oi khi cac nhiem vu va cac trach nhiem cua ngi lanh ao thay oi. V the, trong nhieu to chc, EIS c xem nh a cai tien va khong bao gi xem nh a hoan thanh ay u.
III.2.4.
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Cac ac tnh va cac kha nang cua cac he thong thong tin lanh ao
Cac ac tnh va kha nang cua he thong thong tin lanh ao (EIS): + Chat lng thong tin: Linh ong Tao thong tin chnh xac Tao thong tin kp thi Tao thong tin thch hp Tao thong tin ay u Tao thong tin hp ly + Giao dien ngi s dung: Giao dien ngi s dung o hoa (GUI) tinh vi Giao dien than thien vi ngi s dung Cho phep truy xuat thong tin tin cay va an toan Co thi gian ap ng ngan (thong tin kp thi) Co the truy xuat thong tin nhieu ni Thu tuc truy xuat co the tin cay c S dung ban phm toi thieu nh cac ieu khien infrared, chuot, touch pads, man hnh cam bien (touch screen) Lay nhanh cac thong tin theo yeu cau Co the thiet ke cac kieu quan ly cua cac ngi lanh ao khac nhau Co thc n t tr giup + Cung cap kha nang ky thuat: Truy xuat thong tin tch hp (toan cau) Truy xuat th ien t S dung rong rai cac d lieu ben ngoai Ghi lai cac dien dch Lam noi bat cac ch dan cua van e Sieu van ban va a phng tien Phan tch theo yeu cau cua ngi s dung (adhoc analysis) Phan tch va trnh bay a chieu Trnh bay thong tin theo dang phan cap 22/ 58
Ket hp o hoa va van ban trong cung mot giao dien trnh bay Cung cap cac bao cao quan ly theo ngoai le Trnh bay cac xu hng, ty le va o lech Cung cap kha nang truy xuat d lieu co tnh lch s va d lieu hien hanh nhat To chc cac nhan to thanh cong quan trong Cung cap kha nang d oan Tao ra cac thong tin nhieu mc chi tiet khac nhau (cho kha nang duyet d lieu i xuong, drill down) Loc, nen, do theo vet d lieu quan trong Ho tr giai thch ket thuc van e theo hng m Cac li ch cua EIS: + De duy tr cac muc tieu co to chc + De truy xuat thong tin + Cho phep ngi s dung nang cao hieu suat hn + Tang chat lng ra quyet nh + Cung cap s cai tien canh tranh + Tiet kiem thi gian cua ngi s dung + Tang kha nang giao tiep + Tang chat lng giao tiep + Cung cap kha nang ieu khien tot hn trong to chc + Cho phep tham gia cac van e va cac c hoi + Cho phep hoach nh + Cho phep tm kiem nguyen nhan cua mot van e + Thoa man cac yeu cau cua ngi lanh ao Chi tiet cac khai niem quan trong: + Duyet d lieu i xuong: Mot trong nhng kha nang hu ch nhat cua EIS la cung cap cac mc chi tiet cua thong tin tong hp. Xay dng va duy tr cac ng duyet d lieu i xuong bang cac ket noi kieu sieu van ban kem hn la kieu dau cong tr. + Cac nhan to thanh cong quan trong: Cac nhan to thanh cong quan trong la cac nhan to s dung e duy tr cac muc tieu cua to chc. Chang han nh cac nhan to mang tnh chien lc, quan ly, hoac hoat ong; xuat phat t 3 nguon chnh: to chc, cong nghiep va moi trng. Cac nhan to thanh cong co the mc oan the, phan khu, x nghiep hoac phong ban. Thnh thoang cung xem xet ca cac nhan to thanh cong quan trong cua cac ca nhan. Giam sat cac nhan to thanh cong quan trong theo 5 thong tin: Cac tng trnh van e chnh: Cac lu o noi bat 23/ 58
Cac thong tin tai chanh mc tren cung Cac nhan to chnh Cac bao cao trach nhiem KPI (Key performance indicators) chi tiet Truy xuat trang thai: Cac bao cao hoac d lieu sau cung ve trang thai cac ch th chnh co the truy xuat bat ky luc nao qua mang. Thong tin thch hp la quan trong, va nhan manh d lieu hien tai. Trong cac trng hp cap bach, yeu cau cac bao cao kp thi. Phan tch: Thc hien phan tch theo cac cach sau: S dung cac chc nang co san Tch hp them cac san pham DSS Phan tch bi cac tac nhan thong minh Thc hien qua trnh phan tch: Cac lanh ao nhan dien cac thong tin muon phan tch sau hn. Cac lanh ao yeu cau trc tiep hanh ong phan tch sau hn t thc n ESS (chang han, tnh toan ng xu hng) hoac xuat d lieu cho san pham rieng biet theo kha nang phan tch theo yeu cau. Phu thuoc vao ESS, qua trnh xuat va khi ong cong cu khac bang viec la chon thc n trong ESS hoac co the yeu cau lanh ao lu ieu trnh bay vao tap tin, thoat khoi ESS, khi ong cong cu khac, oc tap tin c lu t ESS. Khi ngi lanh ao truy xuat cong cu khac (thng la bang ien t), cac ac iem phan tch thng c chon t thc n. Thc hien phan tch trong ESS hoac bang cong cu ben ngoai, trnh bay cac ket qua phan tch dang mac nh. Cac ngi lanh ao co cac la chon e ieu chnh giao dien trnh bay nham cai tien kha nang de hieu. Bao cao ngoai le: Lap cac bao cao ngoai le theo khai niem quan ly theo ngoai le. Trong cac bao cao ngoai le, cac ngi lanh ao chu y en hieu suat rat xau (hoac rat tot). Tiep can nay tiet kiem thi gian ang ke khi phai xem xet d lieu thong qua cac ieu kien ngoai le. S dung mau sac va am thanh: Thong thng, cac thanh phan quan trong trnh bay dang so, cung nh s dung mau sac: mau xanh la cay la OK, mau vang la canh bao, mau o la nguy hiem (ch hieu suat nam ngoai cac rang buoc cho trc cua ke hoach). Cac mau sac (to bong, hoac nhap nhay) thong bao cho ngi s dung cac van e tiem an, gay s chu y ngay lap tc. Mot so he thong trang b cac tn hieu am thanh e thong bao cho ngi s dung i en cac thong tin o. 24/ 58
+ nh hng thong tin: nh hng thong tin la kha nang cho phep so lng ln d lieu trnh bay nhanh va de hieu. e cai tien kha nang nay, ngi s dung co the dung cac cong cu sieu phng tien (hypermedia tools) va cac tac nhan thong minh (intelligent agents). + Giao tiep: Cac ngi lanh ao can giao tiep vi nhng ngi khac. Co the giao tiep bang th ien t, truyen cac bao cao en mot ngi nao o theo a ch, goi cuoc hop, hoac bnh luan tren cac nhom tin tc tren internet, hoac cac ky thuat tnh toan cong tac nh GSS (Lotus Notes, Netscape Communication, Microsofts NetMeeting), cac phong chat, cac bang thong bao, hoac cac cong cu ho tr web, hoi ngh truyen hnh t xa.
III.2.5.
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So sanh va tch hp EIS va DSS
EIS thiet ke e ho tr cac ngi lanh ao cap cao, giup ho kham pha cac van e va cac c hoi. DSS ho tr cac ngi phan tch co gang tra li cau hoi cai g co the lam cung vi mot c hoi hoac mot van e cu the. So sanh EIS va DSS: Chieu EIS DSS
Cac ngi s dung Duyet d lieu i xuong, truy Ho tr phan tch va quyet nh thong thng xuat trang thai S thuc ay ng dung Tnh thch hp Tnh hieu qua Quet moi trng, anh gia Cac quyet nh quan ly tren hieu suat, nhan dang cac van cac lnh vc a dang e va cac c hoi Cac chnh sach, cac quyet Ho tr cac quyet nh lap lai, nh khong co cau truc, mc cac quyet nh khong the oan trc, ra quyet nh khong co cao va ho tr gian tiep cau truc va ban cau truc Cac thong tin tin tc, thong tin Cac thong tin ho tr cac tnh ben ngoai ve khach hang, oi huong ac biet thu canh tranh, moi trng; cac bao cao theo yeu cau va nh thi ve cac hoat ong ben trong
Ho tr quyet nh
Loai thong tin
S dung co nguyen Do theo vet va ieu khien, Hoach nh, to chc, phan tac nhan dang c hoi nhom va ieu khien Bai 3 : Cac dang he ho tr ra quyet nh 25/ 58
Kha nang phu hp Thiet ke loai ra quyet nh Cho phep cac anh gia ca vi cac ngi s cho moi ngi lanh ao ca nhan, cac kha nang what-if, la nhan bang nhieu la chon au chon loai hop hoi thoai dung ca nhan ra o hoa Phai co La mot phan quan trong cua nhieu DSS Phai co neu khong co ngi s dung trung gian
Than thien ngi s Phai co dung X ly thong tin
Loc, nen thong tin, do theo EIS kch thch cac cau hoi, cac vet d lieu va thong tin quan cau tra li bang cach s dung DSS va phan hoi lai EIS trong
Ho tr cac thong tin Truy xuat thng xuyen cac Co the co trong DSS, nhng chi tiet mc chi tiet cua bat ky thong khong thng tin tong hp nao (duyet d lieu chi tiet) C s mo hnh Cau truc Cac chc nang co san b han La iem cot loi cua DSS che Theo ngi ban san pham Theo ngi s dung, hoac ca hoac theo cac chuyen gia he nhan hoac cac chuyen gia t cac trung tam thong tin hoac thong thong tin phong ban he thong thong tin Mainframe, cac tram RISC, Mainframe, cac tram RISC, mang LANs, hoac cac he cac may PC hoac cac he thong phan bo thong phan bo
Phan cng
Ban chat cac goi Truy xuat tng tac, de dang Cac kha nang tnh toan ln, cac phan mem en nhieu c s d lieu, truy ngon ng mo hnh, mo phong, xuat trc tuyen, cac kha nang ng dung va cac bo tao DSS DBMS phc tap, cac lien ket phc tap Ban chat cac thong Trnh bay thong tin c phat Tao thong tin mi ve qua kh, tin sinh trc ve qua kh va hien hien tai, tng lai tai, tao cac thong tin mi ve qua kh, hien tai, tng lai
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III.2.6. EIS, Truy xuat d lieu, kho d lieu, OLAP, phan tch a chieu, trnh bay va web
Kho d lieu la mot kho d lieu c lam sach va loc lai e truy xuat ch oc va s dung bi cac ngi lanh ao, cac ngi quan ly, va cac ngi phan tch. Thiet ke va hien thc EIS e truy xuat nhieu c s d lieu khac nhau nhieu dang khac nhau tren cac nen tnh toan khac nhau, s dung kho d lieu nh la nhieu nguon d lieu cho EIS. Khi mat trc cua kho d lieu la cong cu phat sinh ma truy van khac nhau (nh PowerBuilder), he thong truy van ngon ng t nhien, hoac cong cu xay dng cac form t ong, kho d lieu cai tien kha nang cho bat ky ngi s dung nao (khong ch la cac ngi lanh ao) truy xuat d lieu can thiet. Vao gia nhng nam 1990, cac ngi phat trien va cac ngi nghien cu bat au kham pha cac phng phap hien th d lieu cai tien va sieu phng tien s dung trong EIS. Sieu phng tien la d lieu a phng tien can thiet cung vi cac sieu lien ket, cung la phng tien cung cap d lieu co ch cho cac ngi lanh ao. Sieu phng tien co the c cung cap tren cac lien ket web cung vi phan mem duyet web trong EIS hoac qua cac goi rieng nh Lotus Notes. Khi truy xuat va cung cap d lieu, phan tch va trnh bay tr nen quan trong. Ket hp phan tch a chieu vi cac cong cu x ly phan tch trc tuyen (OLAP, online analytical processing) cho phep trnh bay d lieu ca dang bang ien t va o th, kem vi kha nang chia nho khoi d lieu a chieu ma ngi s dung yeu cau t kho d lieu. Cac phng phap OLAP cung cap cac cong cu phan tch. Sau ay la mot so goi phan mem: + BrioQuery (Brio Technology Inc.) + Business Objects (Business Objects Inc.) + Decision Web (Comshare Inc.) + DataFountain (Dimensional Insight Inc.) + DSS Web (MicroStrategy Inc.) + Focus Fusion (Information Builders Inc.) + InfoBeacon Web (Platinum Technology Inc.) + Oracle Express Server (Oracle Corporation) + Pilot Internet Publisher (Pilot Software Inc.)
III.2.7.
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Thong tin phan mem trong cac he thong mc x nghiep
Watson et al. (1996) nhan ra rang cac ngi ra quyet nh yeu cau thong tin mem, thng c cung cap khong chnh thc e ra cac quyet nh. Tac gia nghien cu sau hn nh thong tin mem trong EIS co pham vi g va nh the nao. Thong tin mem lon xon, khong chnh thc, trc quan, chu quan, m ho. Thong tin mem c s dung trong hau het EIS, chia thanh cac loai: + Tien oan, nghien cu, d oan, va c tnh (78.1%)
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+ Giai thch, chng minh, anh gia, va dien dch (65.6%) + Cac bao cao tin tc, cac xu hng cong nghiep, va d lieu khao sat ben ngoai (62.5%) + Cac nh thi va cac hoach nh chnh thc (50.0%) + Cac y kien, cam ngh, y tng (15.6%) + Tin on, li noi ua (9.4%) S dung thong tin mem dang tien oan, nghien cu, d oan, va c tnh la quan trong e hoach nh cac muc tieu. Nghien cu khac lap tai lieu s dung cac loai thong tin mem. Mot cach tong quat, nhom ho tr EIS co the nhap vao thong tin nay, nhng thnh thoang EIS phat sinh thong tin t ong da vao d lieu lch s (theo khai pha d lieu) hoac bang cac tac nhan thong minh (IAs, intelligent agents) quet cac nguon tin tc va cac bao cao ben trong. Giai thch, chng minh, anh gia, va dien dch giup cac ngi lanh ao cam thay cai g ang xay ra ben trong va ben ngoai x nghiep. Nhieu he thong mc x nghiep cho phep ngi s dung rut ngan cac giai thch tren man hnh hoac th ien t trc khi cung cap thong tin cho cac ngi s dung khac. Cac bao cao tin tc pho bien khi cac tin tc cung cap ( ca dang van ban va hnh anh) va tr nen rong rai, ac biet qua Web. Khi cac tac nhan thong minh loc cac tin tc (ben trong va ben ngoai), chung ta mong i nhieu tin tc hn c cung cap thong qua cac he thong mc x nghiep. Thong tin mem cai tien gia tr cua cac he thong mc x nghiep cho ngi lanh ao. Nghien cu cua Watson et al. (1996) trnh bay: oi vi thong tin mem, hau het cac thanh vien co ke hoach tap trung cac no lc ve cac dch vu tin tc ben ngoai, thong tin canh tranh, va tnh de dang cua viec x ly thong tin mem. Mot so x nghiep tap trung ra quyet nh de dang hn cho chnh cac ngi s dung them thong tin mem.
III.2.8.
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DSS to chc
DSS to chc duy tr cac he thong da tren may tnh, c phat trien e ho tr quyet nh cho moi mc, no tap trung vao nhiem vu hoac hoat ong co to chc lien quan en tuan t cac hoat ong va cac tac nhan (nh phat trien hoach nh tiep th phong ban hoac ngan sach von lien doanh). Hn na, cac hoat ong cua moi ca nhan hau nh lan lon vi cong viec cua ngi khac. Ho tr may tnh coi nh la xe co e cai tien giao tiep, ket hp, va giai quyet van e. Mot so nh ngha ve DSS to chc (ODSS, Organizational DSS): + Watson (1990) nh ngha ODSS nh la s ket hp cua ky thuat giao tiep va may tnh, c thiet ke e ra quyet nh phoi hp va pho bien theo cac lnh vc chc nang va theo cac lp phan cap e cac quyet nh thch hp vi cac muc tieu cua to chc va dien dch chia se quan ly cua moi trng canh tranh.
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+ Carter et al. (1992) nh ngha ODSS nh la DSS c s dung bi cac ca nhan hoac cac nhom nhieu tram lam viec hn la mot n v to chc ra cac quyet nh khac nhau s dung mot tap cac cong cu pho bien. + Swanson (Swanson va Zmud, 1990) goi ODSS nh la he ho tr quyet nh phan bo. DSS to chc khong nen ngh nh la DSS cua ngi quan ly. No nen xem nh ho tr phong ban lao ong cua to chc trong viec ra quyet nh. DDSS nh la DSS ho tr ra quyet nh phan bo. + King va Star (1990) cung cap quan iem khac. Tac gia tin rang khai niem ODSS theo nguyen tac n gian: Ap dung cac ky thuat may tnh va cac giao tiep e cai tien qua trnh ra quyet nh to chc. Theo nguyen tac, ODSS co cai nhn ho tr ky thuat cho cac qua trnh nhom en mc cao hn cua cac to chc nhieu nh cung cach DSS nhom m rong cai nhn ho tr ky thuat cho hanh ong ca nhan oi vi qua trnh nhom tren intranet. George (1991/1992) tm ra cac ac tnh cua ODSS t cac nh ngha tren: + Tap trung cua ODSS la mot quyet nh, hoac hoat ong, hoac nhiem vu to chc, anh hng en nhieu n v to chc hoac nhieu van e hp tac. + ODSS cat cac chc nang to chc hoac cac lp phan cap. + ODSS hau nh lien quan en cac ky thuat may tnh va cac ky thuat giao tiep. Moi quan he cua ODSS oi vi GSS va EIS + V tnh phc tap cua ODSS, nen ODSS co the c tch hp vi GSS va/hoac EIS. Hn na, v GSS co the c s dung e toi u hoa cac thanh phan va giai quyet cac ung o, cau truc cua ODSS co the c tch hp vi cau truc cua GSS. Moi quan he gia cac he thong mc x nghiep + ODSS la mot loai he thong mc x nghiep lien quan trc tiep vi ho tr quyet nh. Trong khi xay dng cac he thong giong nh cac he thong oc lap trong qua kh, ngay nay ODSS hau nh la mot phan cua c s ha tang ho tr intranet. Ca ODSS va EIS co lien quan gan vi ERP va c trien khai cung ERP.
III.2.9.
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Cac chuoi cung cap, chuoi gia tr va ho tr quyet nh
Cac nh ngha + Chuoi cung cap tham khao en dong cac nguyen lieu, cac thong tin va cac dch vu t cac ngi cung cap nguyen lieu tho thong qua cac x nghiep va cac kho en khach hang au cuoi. Chuoi cung cap cung gom co cac to chc va cac qua trnh tao va phan phoi san pham, thong tin va dch vu en khach hang au cuoi. Chuoi cung cap lien quan en nhieu hoat ong nh mua, x ly nguyen lieu, hoach nh va ieu khien san xuat, ieu khien kho va hau can, phan bo va phan phoi.
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+ Chc nang quan ly chuoi cung cap (SCM, supply chain management) la phan phoi chuoi cung cap hieu qua va thc hien chuoi cung cap hieu qua, e hoach nh, to chc, phoi hp cac hoat ong cua chuoi cung cap. Cac li ch + Muc tieu cua SCM hien ai la giam rui ro va khong chac chac trong chuoi cung cap, theo cach tao anh hng tch cc en cac mc kho, thi gian cua chu trnh, cac qua trnh, va dch vu khach hang. Tat ca cac ieu nay nham tang kha nang co li va tnh canh tranh. + Li ch cua quan ly chuoi cung cap c nhan ra trong kinh doanh va trong quan oi. Trong moi trng canh tranh ngay nay, tnh hieu qua va hu hieu cua chuoi cung cap trong hau het cac to chc la quan trong en s song con cua to chc va phu thuoc nhieu vao cac he thong thong tin ho tr. Cac thanh phan cua chuoi cung cap: 3 thanh phan + Dong tren: Phan nay gom cac ngi cung cap (ho co the la cac ngi san xuat va/hoac cac ngi lap rap) va cac ngi cung cap cua cac ngi cung cap. M rong cac moi quan he nh the sang trai trong nhieu mc, tat ca cac cach lien quan en nguon nguyen lieu. + Ben trong: Phan nay gom tat ca cac qua trnh c s dung trong viec chuyen oi cac au vao cua ngi cung cap sang au ra, t thi gian, cac nguyen lieu nhap vao to chc en thi gian cac san pham phan phoi ben ngoai to chc. + Dong di: Phan nay gom tat ca cac qua trnh lien quan en viec phan phoi san pham cho cac khach hang cuoi cung. Chuoi cung cap thc s ket thuc khi san pham en s chuyen nhng sau khi s dung.
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Dong tren Ngi cung cap mc 2 Qua trnh tong quat Ngi cung cap mc 2 Ngi cung cap mc 2
Ben trong
Dong di
Ngi cung cap mc 1
Ngi cung cap mc 1
San xuat va ong goi day chuyen
Trung tam phan phoi Ngi ban le Khach hang
Ngi tao giay Cong ty go Ngi tao thuy tinh Ngi san xuat ru Ngi tao chai Ngi cung cap khac
Ngi lam nhan
Chuan b nho
Lam ru
Ngi phan phoi
Lam chai
ong chai
Ngi ban le
Ngi tieu thu Kinh doanh trc tiep
Chuoi cung cap va chuoi gia tr + Khai niem chuoi cung cap lien quan en chuoi gia tr va cac he thong gia tr. Theo mo hnh chuoi gia tr (Posrter, 1985), bat ky cac to chc nao eu chia cac hoat ong thanh 2 phan: cac hoat ong chnh va cac hoat ong ho tr. Co 5 hoat ong chnh: (1) hau can rang buoc trong (au ra), (2) cac hoat ong (san xuat va kiem tra x nghiep san xuat), (3) hau can rang buoc ngoai (lu tr va phan phoi), (4) kinh doanh va tiep th, (5) dch vu. + Cac hoat ong nay lien ket vi nhau. au ra cua hoat ong au la au vao cua hoat ong th hai. Moi lan au vao thay oi thanh au ra, th gia tr
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c them vao. Cac hoat ong chnh tuan t va lam viec tien trien theo cach sau trong khi o gia tr c them vao moi hoat ong. + Cac nguyen lieu en c x ly (nhan, lu tr, ), va gia tr c them vao chung nhng g c goi la hau can rang buoc trong. Sau o, nguyen lieu c s dung trong cac hoat ong, ma nhieu gia tr hn c them vao trong viec lam cac san pham. Can chuan b cac san pham e ong goi phan phoi, lu tr, van chuyen, va nhieu gia tr hn c them vao. Sau o, tiep th va kinh doanh phan phoi san pham en ngi s dung. Cuoi cung, thc hien dch vu sau khi ban hang cho khach hang. Tat ca cac hoat ong them gia tr co ket qua li nhuan (hy vong). Ho tr cac hoat ong sau: (1) c s ha tang x nghiep (tai chanh, ke toan, quan ly), (2) quan ly tai nguyen con ngi, (3) phat trien ky thuat (R&D), va (4) s thu mua hang hoa. Moi hoat ong ho tr bat c hoac tat ca cac hoat ong chnh, va cung co the ho tr hoat ong khac. + Cac x nghiep co gang toi u gia tr tong cong doc theo toan bo chuoi. Co nhieu cach e tang gia tr nay, va nhieu quyet nh can thc hien cho muc ch nay. + Chuoi gia tr cua x nghiep la mot phan cua dong cac hoat ong ln hn, ma Porter goi la he thong gia tr. He thong gia tr gom ca ngi cung cap au ra can cho x nghiep va cac chuoi gia tr, gom ca ngi cung cap nay en ngi cung cap khac (co the trong nhieu mc). Khi x nghiep tao san pham, chung i qua cac chuoi gia tr cua ngi phan phoi (la ngi cung co cac chuoi gia tr rieng), tat ca cac cach cho ngi mua (khach hang), cung co cac chuoi gia tr rieng. at c va duy tr thuan li canh tranh va ho tr thuan li nay bang cac phng tien IT yeu cau s hieu biet cua toan bo he thong gia tr. Co the ve cac khai niem chuoi gia tr va he thong gia tr cho ca san pham va dch vu, va cho bat ky to chc nao, cong hoac t. + Cac khai niem chuoi gia tr va he thong gia tr co lien quan gan vi chuoi cung cap. Cac hoat ong chnh cua chuoi gia tr tng ng vi mo hnh tong quat trong hnh trc. Khai niem he thong gia tr tng ng vi khai niem chuoi cung cap m rong, bao gom cac ngi cung cap va cac ong nghiep kinh doanh khac. Mot trong nhng muc tieu chnh cua SCM la toi a gia tr them vao doc theo chuoi cung cap, va ay la ni ma ho tr quyet nh may tnh hoa nhap hnh. Ra quyet nh va chuoi cung cap + e toi a gia tr them vao doc chuoi cung cap, that can thiet e ra quyet nh va anh gia anh hng tiem an cua chung. V du, hau can rang buoc trong ma con ngi phai quyet nh au, khi nao, va bao nhieu e mua. Thc hien van chuyen nguyen lieu rang buoc trong theo nhieu cach khac nhau, cau hoi nao c chon. Trong moi lien ket cua chuoi cung cap, ra cac
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quyet nh nh the nao e di chuyen nguyen lieu, thong tin, tien bac e gia tr tang nhieu nhat. + Phan mem quan ly chuoi cung cap san sang e ho tr quyet nh cho ca cac hoat ong chnh va phu. Chang han, toi u hoa cac qua trnh san xuat, nh thi, quan ly kho, va s thu mua hang hoa. + Cac mo hnh DSS ac thu co the xac nh li ch chi ph au t trong cac ky thuat thong tin vi no lc tao gia tr doc theo chuoi cung cap. + Hien thc DSS trong moi trng chuoi cung cap phc tap v nhng ieu kho khan va khong chac chan doc theo cach thc nay.
III.2.10. Cac van e va cac giai phap chuoi cung cap

Gii thieu + Gia tr them vao doc theo chuoi cung cap can thiet cho tnh canh tranh hoac ngay ca s song con. + Cac van e chuoi cung cap c nhan biet ca trong cac hoat ong kinh doanh va quan oi trong nhieu the he. Mot so van e gay cho quan oi thua trong chien tranh va cac cong ty ra khoi kinh doanh. + Trong the gii kinh doanh, co hang tram v du ve cong ty khong the thoa man cac yeu cau hoac co kho qua ln va qua at e duy tr. Chang han nh, thieu toan bo chien lc chuoi cung cap va that bai e nhan ra chieu rong cua cac ham y to chc. Hn na, co mot khai niem sai la SCM tot co the ch c duy tr thong qua he thong ERP. Cac van e thong thng tren chuoi cung cap + Nhieu van e doc theo chuoi cung cap bat nguon chnh t cac ieu khong chac chan va yeu cau ket hp cac hoat ong va/hoac cac n v ben trong va cac ong nghiep kinh doanh. + Nguon chnh t cac ieu khong chac chan la d oan nhu cau, co the b anh hng bi nhieu nhan to nh tnh canh tranh, gia, ieu kien thi tiet, va nhng phat trien ve ky thuat. Nhng ieu khong chac chan khac ton tai nhieu lan phan phoi, phu thuoc vao nhieu nhan to t cac viec may moc h cho en cac ieu kien ng xa. Cac van e chat lng cung vi nguyen lieu va cac bo phan cung co the tao ra nhng tr hoan ve thi gian san xuat, va van e ket xe co the can thiep en van e van chuyen. + Trieu chng chnh cua SCM kem la dch vu khach hang kem co ngha la, ngi ta khong lay san pham hoac dch vu thi iem va ni can thiet, hoac lay cac dch vu va hang hoa chat lng kem. Cac trieu chng khac la chi ph kho cao, mat li nhuan, chi ph phu cho cac chuyen van chuyen ac biet va cac chuyen van chuyen tham hiem. Cac giai phap oi vi cac van e chuoi cung cap + Trong nhieu nam, cac to chc a phat trien nhieu giai phap cho van e chuoi cung cap. Mot giai phap sm nhat la tch hp doc. 33/ 58
+ Quan ly kho va SCM thch hp yeu cau ra cac quyet nh va phoi hp cac moi lien ket cua chuoi cung cap va cac hoat ong khac nhau, e hang hoa co the di chuyen de dang va kp thi t ngi cung cap en khach hang. Thc te nay lam cho so lng kho thap va chi ph giam. Can ket hp v nhieu cong ty phu thuoc vao moi hoat ong khac nhng khong luon luon lam viec cung nhau. + SCM hieu qua yeu cau khach hang va ngi cung cap lam viec cung nhau theo cach phoi hp bang cach chia se va giao tiep thong tin can thiet cho viec ra quyet nh. + e ieu khien thch hp cac ieu khong chac chac, can nhan dang va hieu cac nguyen nhan cua cac ieu khong chac chan, xac nh cac ieu khong chac chan se anh hng en cac hoat ong khac len va xuong chuoi cung cap nh the nao, va tnh toan cac cach lam giam hoac loai bo cac ieu khong chac chan nay. Ket hp vi van e nay la can thiet cho moi trng giao tiep hieu qua va hu hieu oi vi tat ca cac ong nghiep kinh doanh. + Mot so giai phap khac cho cac van e SCM: S dung cac linh kien t cac nha cung cap khac hn la t lam trong thi iem yeu cau. Tng t, mua hn la lam bat c khi nao thch hp. Cau hnh cac ke hoach van chuyen toi u. Toi u viec mua ban. Tao cac cong tac co chien lc vi cac nha cung cap. S dung mot tiep can mua ban ung luc e cac nha cung cap phan phoi nhanh cac so lng nho bat c khi nao cung cap, can cac nguyen lieu va cac linh kien. Giam so lng trung gian, thng them vao cac chi ph chuoi cung cap, bang cach s dung thng mai ien t e tiep th trc tiep. Giam thi gian ieu hanh mua va/hoac ban bang cach x ly t ong s dung EDI hoac cac mang li ben ngoai. S dung t nha cung cap. Cai tien moi quan he gia nha cung cap va ngi mua. Ch san xuat sau khi cac n at hang a san sang, nh Dell lam vi cac may tnh lam theo n at hang. Hoan thanh yeu cau chnh xac bang cach lam viec gan vi cac nha cung cap. + Hau het cac giai phap tren c cai tien bang cach ho tr IT, ac biet la dang cac he thong hoach nh tai nguyen mc x nghiep (ERP, enterprise resource planning).
III.2.11. Cac he thong tnh toan: MRP, ERP va SCM

Cai tien cua cac tr giup may tnh 34/ 58
+ Mot cach lch s, nhieu hoat ong chuoi cung cap c quan ly vi cac giao dch tren giay t khong hieu qua va hu hieu. Do o, v s dung may tnh trong kinh doanh sm, cac chu y c cho e t ong cac qua trnh doc theo chuoi cung cap. Muc tieu chnh la giam chi ph, x ly tham hiem va giam loi. + Trong thi gian ngan, cac ieu phu thuoc ben trong ton tai gia cac hoat ong chuoi cung cap. nh thi san xuat lien quan en cac ke hoach mua va quan ly kho. Mo hnh hoach nh yeu cau nguyen lieu (MRP, material requirements planning) yeu cau cap nhat hang ngay, nen can ho tr may tnh. + Trong khi cac goi MRP hu ch trong nhieu trng hp, giup ieu khien mc kho thap, cac phan lu lng cua chuoi cung cap, chung that bai trong nhieu trng hp. Mot trong nhng ly do that bai chnh la cac hoat ong nh thi/kho/mua lien quan gan vi tai nguyen lao ong va tai chanh. ieu nay cai tien phan mem va phng phap luan MRP goi la hoach nh yeu cau san xuat hoac MRP II. + Trong cai tien nay, cang ngay cang co nhieu he thong thong tin tch hp. Cai tien nay tiep tuc, dan en khai niem hoach nh tai nguyen mc x nghiep (ERP, enterprise resource planning), tap trung vao viec tch hp cac hoat ong x ly giao dch mc x nghiep. Va m rong ERP, gom co cac khach hang va cac ngi cung cap ben trong va sau o khach hang va cac ngi cung cap ben ngoai, c biet nh la phan mem ERP/SCM m rong. Tai sao tch hp + Tao x nghiep the ky 21 khong the thc hien hieu qua vi ky thuat may tnh the ky 20, hng theo chc nang. Cac he thong chc nang khong cho cac phong ban khac giao tiep vi cac phong ban khac. Tuy nhien te hn, d lieu san xuat kho, kinh doanh quan trong . + Sandoe va Saharia (2001) liet ke cac li ch chnh cua viec tch hp (theo th t quan trong): Cac li ch hu hnh (tangible benefits): Giam chi ph kho, giam nhan cong, cai tien san xuat, cai tien quan ly ra lenh, cai tien chu trnh tai chanh ong, giam chi ph IT, giam chi ph thu mua hang hoa, cai tien quan ly tien mat, tang thu nhap va li nhuan, giam chi ph hau can van chuyen, giam bao tr, cai tien phan phoi kp thi. Cac li ch vo hnh (intangible benefits): Tam nhn thong tin, cac qua trnh cai tien va/hoac mi, phan ng cua khach hang, tieu chuan hoa, linh ong, toan cau hoa, va hieu suat kinh doanh. + Ca hai loai li ch nhieu phan lien quan trc tiep en SCM cai tien. Tch hp chuoi cung cap + Trong nhieu the he, cac cong ty quan ly cac moi lien ket khac nhau ve chuoi cung cap oc lap vi nhau. Tuy nhien, vao nhng nam 1950, va nh 35/ 58
vao viec gii thieu cac he thong thong tin da tren may tnh, cac cong ty a tch hp cac moi lien ket. De dang tch hp theo yeu cau cac hoat ong e ap ng nhu cau cua khach hang trong nhieu lnh vc chi ph dch vu va san pham, chat lng, phan phoi, ky thuat, va thi gian chu ky mang ve bang cach tang tnh canh tranh toan cau. Hn na, cac dang mi cua cac moi quan he to chc va cach mang thong tin, ac biet internet va thng mai ien t, mang SCM vao s chu y hang au. S chu y nay tao c muon au t tien vao phan cng va phan mem can cho viec tch hp khong day. Hoach nh tai nguyen mc x nghiep + Cai tien tnh toan chu/khach mc x nghiep tao mot th thach mi: nh the nao e ieu khien tat ca cac qua trnh kinh doanh chnh vi mot kien truc phan mem n theo thi gian thc. Giai phap tch hp goi la hoach nh tai nguyen mc x nghiep (ERP, enterprise resource planning), ha hen nhieu li ch t viec tang hieu qua en viec cai tien chat lng, kha nang san xuat, va kha nang co li. Muc tieu chnh cua ERP la tch hp tat ca cac phong ban va cac chc nang trong cong ty thanh mot he thong may tnh co the phuc vu cac yeu cau cua toan x nghiep. + Phan mem ERP qua cac phong ban chc nang va m rong doc theo chuoi cung cap cho nha cung cap va khach hang. Nhieu cong ty a thanh cong trong viec tch hp hang tram ng dung s dung phan mem ERP, tiet kiem hang trieu o la va tang s thoa man khach hang. + Bo ERP cung cap mot giao dien quan ly tat ca cac hoat ong thong thng trong san xuat t viec nhap vao cac n at hang kinh doanh en viec phoi hp van chuyen cung nh dch vu khach hang sau kinh doanh. Cac he thong ERP bat au ket hp chc nang giao dch khach hang va quan ly cac moi quan he gia nha cung cap va ngi ban hang, lam cho he thong t co ve kn. + ERP ong vai tro quan trong cho cac nha san xuat trung bnh va nho tr nen tap trung, lam cho qua trnh kinh doanh thay oi trong x nghiep. + Tuy nhien, ERP khong bao gi co ngha ho tr hoan toan chuoi cung cap. Cac giai phap ERP la trung tam giao dch. Chung khong cung cap cac mo hnh may tnh hoa can ap ng nhanh nhng thay oi kp thi ve cung cap, nhu cau, lao ong hoac kha nang. Giai quyet ieu thieu sot nay bang ERP the he th hai, co cac kha nang ho tr quyet nh. ERP the he th hai + ERP the he th nhat hng en t ong cac qua trnh kinh doanh van phong chnh. ERP the he th hai manh hn bat au bang muc tieu phan cap cac he thong hien tai nham tang hieu qua x ly cac giao dch, cai tien viec ra quyet nh, xa hn na la bien oi cac cach thc lam kinh doanh.
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+ ERP the he th nhat ho tr can ban OLTP va cac hoat ong giao dch thong thng khac. V du, he thong ERP co tnh nang at hang ien t, hoac cach tot nhat e lap hoa n ban hang. + Phat sinh cac bao cao bi ERP cung cap cho cac ngi hoach nh nhng g xay ra trong cong ty, va hieu suat tai chanh va chi ph. Tch hp c lam nh the nao? Co 3 tiep can + Tiep can tch hp e co the lam viec vi cac phan mem khac nhau t cac ngi ban khac nhau. + Tiep can tch hp cho ngi ban them cac kha nang thong minh kinh doanh va ho tr quyet nh. + Tiep can cho thue cac ng dung, luc o ngi ban se cham soc cac tnh nang va cac van e tch hp. Tiep can nay tng oi mi va c goi la phng an ngi cung cap dch vu ng dung (ASP, application service provider). Cac ngi cung cap dch vu ng dung va nguon ben ngoai ERP + Ngi cung cap dch vu ng dung (ASP, application service provider) la ngi ban phan mem phat hanh cac ng dung da tren ERP, co cac kha nang DSS cho cac to chc. Ho se thiet lap he thong va chay cho ngi s dung. S dung ASP coi nh la chien lc quan ly rui ro va phu hp nhat vi cac cong ty nho va trung bnh. + Khai niem ASP ac biet hu dung trong cac e an ERP, at e cai at, mat nhieu thi gian hien thc va cho nhom nao la van e chnh. Tuy nhien, ASP cung minh chng ERP a them nhieu tnh nang nh DSS, EC, CRM, trung tam d lieu (data marts), s phong phu desktop, va cac ng dung lien quan en chuoi cung cap khac. + S dung ASP co mot so tang Ngi ban yeu cau li cam ket 5 nam. Trong 5 nam, phan mem co the thay oi ot ngot, va ngay ca c cai vao PC, va cho mien ph. Cac he thong thue kha chuan va s khong phu hp vi cac yeu cau cua chung ta. Ket hp (mc x nghiep) portals va EIS + Khi cac ky thuat web en cac mang may tnh ket hp, EIS hien tai hoac cac he thong thong minh se thay the bi cac portal mc x nghiep ket hp. + Portal mc x nghiep (ket hp) tch hp nhieu ng dung ben trong nh quan ly moi trng, quan ly tai lieu, va th ien t cung vi cac ng dung ben ngoai nh cac dch vu tin tc va cac site khach hang. o la tat ca cac ng dung thong qua cac may PC. Cac portal ket hp a dang cac kha nang va ho s dung nhieu lp ky thuat: Cac ky thuat groupware: cac thao luan, cac cuoc hop chat, va cac e an th vien.
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Trnh bay: Cac cong cu hien th d lieu nh Web OLAP, JavaScript, va HTML e trnh bay Web. Ca nhan hoa va s tuy bien: cac tac nhan phan mem tuy bien thong tin cho cac ngi s dung ca nhan s dung cac ky thuat nhan. Cong cong va phan bo: kho cac tai lieu cac nh dang kha chuyen cung nh cac cong cu cong cong va tan thanh. Tm kiem: cac cong cu tm kiem van ban ay u va tm kiem cac mieu ta tai lieu va cac noi dung khac. Phan loai: cac cong cu tao va duy tr cac loai thong tin khac nhau cho cac thnh gia khac nhau, nh cac cong cu a chieu. Tch hp: cac cong cu truy xuat cac nguon d lieu tach ri nh cac goi ERP, cac c s d lieu quan he, va d lieu ben ngoai nh han ngach kinh doanh co phan. + The he au cua hau het cac portal doanh nghiep la phien ban san pham hi oi mi co nhan la cac cong cu kinh doanh thong minh hoac cac cong cu quan ly tai lieu v cac portal thc hien tat ca nhiem vu ay u nhat nen kho va at e xay dng. Mot van e la so ngi s dung cang ln, chi ph cang cao, va chi ph kho ieu chnh v hau het tat ca cac li ch eu vo hnh.
III.2.12. Cac he ho tr quyet nh mat trc

Cac quyet nh tat ca cac mc trong to chc ong gop e thanh cong doanh nghiep. Nhng cac quyet nh toi a c hoi kinh doanh hoac toi thieu chi ph dch vu khach hang. Thc hien cac yeu cau cac tuyen trc bang cac tnh huong xuat hien trong cac khoa kinh doanh hang ngay. o la ngoai le quyet nh, c hoi tang kinh doanh ma hp ong x ly quyet nh, ngi ra quyet nh phai lam hieu qua cac quyet nh nhanh da vao ng canh va theo cac chien lc va cac hng dan thiet lap trc bi quan ly chnh. Ra quyet nh mat trc la qua trnh cac cong ty t ong cac qua trnh quyet nh va ay chung xuong vao to chc va thnh thoang ra cac ong nghiep. No bao gom cac nhan vien co quyen bang cach cho chung cac chien lc, anh gia cac o o, phan tch anh hng va lam cac thay oi tac vu. Ra quyet nh mat trc phuc vu cac ngi s dung kinh doanh nh cac ngi quan ly tuyen nghiep vu, cac lanh ao kinh doanh, va cac ai dien trung tam e giup ho ra cac quyet nh tac vu tot thoa man cac muc tieu ket hp. Ra quyet nh mat trc cung cap cho cac ngi s dung cac cau hoi ung e hoi, v tr d lieu can thiet, va cac o o (v du, kha nang co li t khach hang va san pham) ma chuyen d lieu thanh cac muc tieu ket hp va e ngh cac hanh ong cai tien hieu suat. Ngay nay, cac san pham ng dung phan tch xuat hien e ho tr cac hanh ong nay. Chnh cac ng dung giao dch ngay nay va cac cong cu ho tr quyet nh khong the san sang cho cac ngi s dung ra cac quyet nh tot hn. 38/ 58
Cac he thong mat trc: Trong viec ra quyet nh mat trc, moi qua trnh tac vu co mot qua trnh quyet nh tng ng e anh gia, la chon va cai tien thc thi. + Ra quyet nh mat trc t ong cac quyet nh n gian nh lam ong bang tai khoan khach hang that bai e lam cac boi thng bang cach nh ngha trc cac luat kinh doanh va cac bien co kch thch. cac iem quyet nh phc tap hn, nh cap phat kho, ra quyet nh mat trc cho ngi quan ly cac ng canh can thiet cac phng an co san, cac anh hng kinh doanh, va cac o o thanh cong e ra quyet nh ung. e tao thuan li ho tr quyet nh thong thng trong kinh doanh, ngi s dung phai biet cau hoi g e hoi, thong tin nam au, va cac thanh phan o o.
III.2.13. Tng lai cua cac he ho tr quyet nh mc x nghiep va lanh ao

Mot so ac iem xuat hien trong the he ke tiep cua cac he thong mc x nghiep (nham ho tr cac ngi lanh ao va cac ngi s dung khac trong x nghiep): + Hop cong cu e xay dng he thong theo yeu cau + Ho tr a phng tien + Trnh bay anh 3 chieu va thc te ao + Xuat hien cac he thong phan tch + Cac he thong ho tr web + Tr giup tr tue va ho tr t ong + Tch hp EIS va cac he thong ho tr nhom + Cac he thong ho tr toan cau + Tch hp va trien khai cung vi cac san pham ERP
III.3. He quan tr kien thc

III.3.1.
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Gii thieu quan ly kien thc
Quan ly kien thc la qua trnh giup cho cac to chc nhan dang, chon la, to chc, pho bien, truyen cac thong tin quan trong va chuyen mon, la mot phan cua bo nh to chc, va thng trong to chc theo cach khong co cau truc. Quan ly kien thc giup giai quyet van e, hoc t ong, hoach nh co chien lc, va ra quyet nh hieu qua va hu hieu. Quan ly kien thc yeu cau co mot s chuyen oi ln trong nen van hoa to chc, nham tao yeu cau chia se (cho va nhan), phat trien cac phng phap am bao c s tri thc hien tai c lu gi thch hp, rang buoc tat ca cac mc cua x nghiep e x nghiep thanh cong.
III.3.2.
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Kien thc
Kien thc
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+ Phan biet gia d lieu, thong tin va kien thc trong ng canh he thong thong tin: D lieu la mot tap hp cac s kien, o o, va thong ke. Thong tin la d lieu a c x ly, va co to chc theo thi gian (cac suy luan trong khung thi gian co the ng dung c) va chnh xac (co tham khao d lieu ban au). Kien thc la thong tin theo ng canh, thch hp va co the hanh ong c. Ngha la, kien thc co cac thanh phan phan anh va co kinh nghiem, khac vi thong tin theo ng canh. THONG TIN
Thch hp va co the hanh ong
D LIEU
c x ly
KIEN THC
D lieu thch hp va co the hanh ong Hnh III.3.1: D lieu, thong tin va kien thc
+ Trong khi xem d lieu, thong tin, kien thc la cac anh gia cua mot to chc, th kien thc co y ngha cao hn d lieu va thong tin. Kien thc truyen at y ngha, do o no co xu hng co gia tr hn nhieu, nhng cung sm chet. + So sanh gia thong tin va kien thc Thong tin Thong tin co cau truc. Kien thc Kien thc m, lien ket khong chat.
Thong tin co gia tr ch neu hieu Kien thc co gia tr. thong tin trong ng canh yeu cau kien thc thc te to chc va moi trng kinh doanh. Thong tin ung trong ng canh tach Kien thc ung trong ng canh rieng. dung chung. Thong tin la tai nguyen khong luon Kien thc la tai nguyen co gia tr. luon co gia tr. Thong tin tr nen vo dung hoac s Kien thc ham y kinh nghiem va s dung sai neu ngi s dung t hieu hieu biet co the phan biet gia viec s dung va viec s dung sai. biet.
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Gia tr thong tin co xu hng giam Kien thc van co gia tr (hoac co theo thi gian ma khong co s bao the s dung lai) sau mot khoang thi gian va thch hp vi lch s. ton ng canh. Theo thi gian, thong tin tch luy. Theo thi gian, kien thc cai tien, co ban chat ong.
Cac loai kien thc va cac thanh phan kien thc + Holsapple va Whinston (1996) nh ngha 6 loai kien thc: Kien thc mieu ta (Descriptive knowledge) la thong tin ve qua kh, hien tai, tng lai, hoac cac trang thai gia thuyet thch hp lien quan en viec biet cai g. Kien thc thu tuc (Procedural knowledge) quan tam en viec biet nh the nao va ac ta tng bc cac thu tuc e cho cac nhiem vu hoan thanh nh the nao. Kien thc ly do (Reasoning knowledge) quan tam en viec biet tai sao, anh gia cac ket luan ung oi vi mot tap hp cac tnh huong. Kien thc trnh bay (Presentation knowledge) lam cho giao tiep de dang, lien quan en phng phap phan phoi kien thc. Kien thc ngon ng (Linguistic knowledge) dien dch giao tiep mot khi no c nhan. Kien thc de tieu hoa (Assimilative knowledge) giup duy tr c s kien thc bang cach cai tien kien thc hien tai. e hieu nh the nao e hoat ong tren kien thc, can phan biet cac loai kien thc. Ba loai kien thc au la cac kien thc c ban, ma to chc co c trong thi gian thc hien cac qua trnh kinh doanh. Ba loai kien thc sau cung cap s giao tiep, hieu biet, va hoc kien thc e s dung no. Co nhieu phng phap va phng tien khac nhau e lu tr moi loai kien thc, cung nh s dung no. + Davenport va Prusak (1998) nh ngha kien thc nh la mot s hon hp cua kinh nghiem, cac gia tr, thong tin ng canh, va tam nhn chuyen gia, ma no cung cap cong viec chnh e anh gia va xac nhap thong tin va cac kinh nghiem mi. + Clarke (1998) nh ngha kien thc nh la s hieu biet mot cai g lam viec nh the nao va tai sao. + Davenport et al. (1998) nh ngha kien thc nh la thong tin ket hp vi kinh nghiem, ng canh, dien dch va phan anh. + Clarke (1998) phan kien thc thanh 3 loai: Kien thc tien bo (advantaged knowledge) la kien thc cung cap s thuan li trong canh tranh.
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Kien thc c ban (base knowledge) la kien thc c tch hp vao to chc, cung cap cac thuan li ngan han (v du, cac thc te tot nhat). Kien thc vat (trivial knowledge) la kien thc khong co anh hng ln en to chc. + Ulrich (1998) coi kien thc nh la von thong minh. Von thong minh la nang lc ca nhan va rang buoc ca nhan ong gop cho cac muc tieu cua to chc (von thong minh = nang lc x rang buoc). + Alavi va Leidner (1999) tin rang kien thc la niem tin ca nhan tang kha nang cua ca nhan tham gia hanh ong. Cac tac gia s dung y tng cua Churchman Kien thc trong ngi s dung va khong trong tap hp cac thong tin. + Gray (1999): Hanh ong tham khao en cac ky nang vat ly va nang lc, nhan thc hoac hoat ong thong minh hoac ca hai. Kien thc la thong tin trong hanh ong. + Davenport va Prusak (1998): Kien thc c suy dan t thong tin, con thong tin c suy dan t d lieu. Theo cac tac gia, chuyen thong tin thanh kien thc thong qua qua trnh so sanh, ket noi (hieu cac quan he), am thoai (khong bao gom nhng g ma ngi khac suy ngh cung thong tin), va cac ket qua (thong tin anh hng en cac quyet nh nh the nao). Kien thc phat trien theo thi gian cung vi kinh nghiem, lam cac ket noi gia cac bien co va cac tnh huong mi trong ng canh. Kien thc co the c ac tnh bi: Tnh trung thc nen tang: Tnh trung thc at c t kinh nghiem, khong co ly thuyet, ay la cac cong viec g trong thc te. Tnh phc tap: Cac tnh huong phc tap ch ra cac tiep can phc tap e giai quyet cac tnh huong o. Thnh thoang, thieu kien thc lam cho van e tr nen phc tap. anh gia: at kien thc vao ng canh co the hanh ong. Kien thc co lien quan va khong bao gi ap dung lau hn cho mot tnh huong a lam ban au. Kinh nghiem (luat ngon tay cai) va trc giac: Cac hng dan hanh ong, cac cach lam tat, cac n gian hoa e giai quyet van e. Cac gia tr va niem tin: Nhng ngi khac nhau co cac khung giai quyet van e khac nhau. Kien thc ngam va kien thc ro rang + Polanyi (1958) au tien khai niem hoa va phan biet gia kien thc ro rang va kien thc ngam cua to chc. Kien thc ngam (tacit knowledge) thng trong mien hoc theo kinh nghiem, nhan thc, va chu quan. Kien thc ro rang (explicit knowledge) lien quan nhieu en kien thc ky thuat, ly do, va khach quan (d lieu, chnh sach, thu tuc, phan mem, tai lieu, ) va co tnh ca nhan, kho chuan hoa (Nonaka va Takeuchi, 1995).
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Kien thc ro rang la cac chnh sach, hng dan thu tuc, bai bao trang (white papers), bao cao, thiet ke, san pham, chien lc, muc tieu, nhiem vu, va nang lc cot loi cua x nghiep va c s ha tang ky thuat thong tin Co the ma hoa (lap tai lieu) kien thc theo cach phan bo en cac ngi khac ma khong yeu cau tng tac gia cac ca nhan hoac chuyen oi thanh qua trnh hoac chien lc. Kien thc ngam la kho tch luy cac kinh nghiem, anh xa tinh than, tam nhn, tnh nhay ben, biet nh the nao, cac b mat trong kinh doanh, tap hp cac ky nang, s hieu biet, va hoc hoi ma to chc co, cung nh van hoa to chc trong to chc gom cac kinh nghiem trong qua kh va hien tai cua con ngi, cac qua trnh va cac gia tr. + Cac to chc ch mi bat au nhan dang, phat trien, va trien khai cac ky thuat va cac phng phap luan cu the e chuyen kien thc ngam thanh kien thc ro rang. Co the ma hoa kien thc: nam bat, lu tr, quan ly, de tieu hoa, truyen, s dung, va c hanh ong bi con ngi.
III.3.3.
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Hoc co to chc va bo nh co to chc
Hoc + Lane va Lubatkin (1998) nhan dang 3 phng phap hoc kien thc mi ben ngoai: Hoc thu ong: xay ra khi x nghiep yeu cau kien thc ky thuat t nhieu nguon nh huan luyen, cac cuoc hoi thao va cac tap ch. Hoc chu ong: xay ra khi x nghiep cai tien cac kha nang thong qua anh gia va phan tch oi thu canh tranh. Hoc tng tac: yeu cau tng tac gap mat nhau e pho bien kien thc ngam. Cac kho kien thc co the giai quyet cac thieu sot thong qua ban chat cong tac. + Hackbarth va Grover (1999): Trong lch s, cac to chc nao khong thch hp vi cac ieu kien kinh doanh thay oi, th cac to chc o se that bai. V the, cach mang bo nh co to chc la quan trong oi vi cong ty e thiet lap, phat trien, nuoi dng to chc hoc, va e song con. To chc hoc + DiBella (1995): To chc hoc tham khao en kha nang hoc t kinh nghiem qua kh cua mot to chc. + Garvin (1993): Trc khi cong ty cai tien, cong ty phai hoc bang cach x ly 3 van e quan trong: (1) y ngha (xac nh tam nhn mot to chc hoc cai g), (2) quan ly (xac nh x nghiep lam viec nh the nao), (3) o o (anh gia ty le va mc o hoc hoi). Tac gia nh ngha to chc hoc theo 5 hoat ong chnh: Giai quyet van e co he thong Kinh nghiem sang tao 43/ 58
Hoc t kinh nghiem trong qua kh Hoc t cac thc te tot nhat cua cac kinh nghiem Truyen at kien thc nhanh va hieu qua trong to chc Bo nh co to chc + To chc hoc ham y co mot bo nh co to chc va cac phng tien e lu tr, trnh bay va chia se kien thc. + Hackbarth va Grover (1999) chia bo nh co to chc thanh 6 loai gieng (V cac gieng la cac nguon nc c bo sung theo cach rat t nhien va cac ca nhan co the uong t cac gieng nay): Cac gieng ca nhan: Cac gieng nay cha thong tin moi ca nhan theo dang co y ngha, bao gom cac bao cao va cac tap tin cua moi ca nhan. Gieng thong tin: Gieng nay cha cac he thong thong tin chuan, cha d lieu, thong tin. V du, he thong thong tin quan ly MIS. Gieng van hoa: Schein (1997, 1999) mieu ta gieng nay la cac niem tin; thong tin nay co the lan rong trong to chc theo dang ro rang hoac ngam. Gieng chuyen dang: Gieng nay cha cac qua trnh kinh doanh thng xay ra. Gieng cau truc: Gieng nay cha thong tin ve cau truc to chc, ke ca dang chuan va dang khong chuan. Gieng sinh thai hoc: Gieng nay la cau truc vat ly cua to chc. + Tr thong minh cua con ngi xuat phat t cac gieng nay va co them gia tr bang cach tao kien thc mi. He thong quan ly kien thc co the nam bat kien thc mi va chuyen kien thc thanh mot dang cai tien hn bang cach bo kien thc o tr lai mot gieng thch hp. Hoc co to chc + Hoc co to chc la phat trien cac tam nhn va kien thc mi, co tiem an anh hng en hanh vi. Hoc co to chc xay ra khi cac thanh vien cua to chc chia se cac ket hp, cac he thong nhan thc, va bo nh (Croasdell et al., 1997). Thiet lap bo nh ket hp la ieu quan trong e thanh cong (Brooking, 1999; Hardbarth va Grover, 1999). Ky thuat thong tin ong vai tro quan trong trong viec hoc co to chc, va quan ly phai tap trung vao lnh vc nay e nuoi dng ky thuat thong tin (Andreu va Ciborra, 1996). + Nevis et al. (1995) mieu ta qua trnh hoc co to chc theo 3 bc: (1) thu nhan kien thc, (2) chia se kien thc, (3) tan dung kien thc. Va 7 hng hoc, hng la cach thc x nghiep hoc. Moi hng yeu cau cac ky thuat va cac phng phap khac nhau, nham cai tien viec hoc hoi, do o, to chc co the cai tien viec hoc co to chc bang cach tap trung vao lnh vc o. Sau ay la cac hng: Nguon kien thc: Nguon kien thc co the ben trong hoac ben ngoai.
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Tap trung san pham-qua trnh: Chrysler tap trung vao qua trnh, ac biet la cac lnh vc chc nang, va chuyen sang mot qua trnh tap trung en dang tiep can nen tang. Che o tai lieu: Quan tam nh the nao e lu tr va duy tr kien thc tren giay, cac he chuyen gia, cac c s d lieu, theo dang chuan hoac khong chuan. Che o pho bien: Viec hoc co the cai tien t quan iem nguon goc hoac t ch th pha tren. Co the co cau truc hoac khong co cau truc. Tap trung hoc: Tap trung hoc chnh quy vao nhng g ang lam hien tai hoac nh the nao e lam, do o tao ra cac phng phap hoac cac nguyen tac chung. Tap trung chuoi gia tr: Quan tam en cac nang lc chnh cu the va hoc cac au t ma x nghiep co. Tap trung phat trien ky nang: Cac to chc co the tap trung vao cac ca nhan hoac cac nhom. + Cac nhan to thuan tien cho viec hoc co to chc la s khan thiet xem qua, khoang cach hieu suat, quan tam en o o, tap hp tr nh co kinh nghiem, khong kh m, giao duc lien tuc, s a dang ve hoat ong, nhieu ngi ung ho, ngi ng au co lien quan, quan iem cac he thong. Cai tien viec hoc hoi bang cach tap trung vao cac nhan to thuan tien e cai tien moi trng va bang cach nhan dang va nuoi dng cac hng hoc phu hp vi van hoa to chc. Bo nh va hoc co to chc phu thuoc t vao ky thuat, nhng lai phu thuoc nhieu vao cac van e co lien quan en con ngi. Van hoa to chc + Kha nang mot to chc hoc, phat trien bo nh, va chia se kien thc eu phu thuoc vao van hoa cua to chc. Van hoa la mot mau cac gia s c ban dung chung (Schein, 1997, 1999). Theo thi gian, cac to chc hoc lam g va khong lam g. Khi cac bai hoc tr nen t nhien, th chung tr thanh mot phan cua van hoa to chc. Cac nhan vien mi hoc van hoa t cac ngi co van kem vi viec hieu biet nh the nao (know-how). + Kho o c anh hng cua nen van hoa ket hp en to chc. Tuy nhien, nen van hoa manh se tao cac ket qua: li nhuan rong, hoan von au t, gia co phan tang hang nam (Hibbard, 1998). + Cha khoa thanh cong la tao cho x nghiep mot nen van hoa thay oi lien tuc ma khong anh hng en cac nhan vien, nhng khuyen khch nhan vien v ho tin rang s thay oi nay co the cai thien chat lng cuoc song. Noi chung, thanh cong quan ly kien thc phu thuoc vao cac van e van hoa nh cac hoat ong quan ly, khong phu thuoc vao ky thuat.
III.3.4.
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Quan ly kien thc
Quan ly kien thc 45/ 58
+ Quan ly kien thc qua thong tin, cong tac, va cac ky thuat, la s chuan hoa viec hoc hoi va bo nh co to chc thanh tai nguyen san sang, thng thong qua kho kien thc. Quan ly kien thc la quan ly kien thc ket hp va tai san tr tue, co the cai tien cac ac tnh hieu suat to chc va them gia tr cho x nghiep e x nghiep hanh ong thong minh hn. Quan ly kien thc co the lam cho giao tiep kien thc t ngi nay sang ngi khac e ngi khac co the s dung kien thc o. 10 mien kien thc tao on bay trong to chc thong qua cac bc khi au kien thc la: Chia se kien thc va cac thc te tot nhat Lam cho tham dan trach nhiem chia se kien thc Nam bat va s dung lai cac thc te tot nhat Nhung kien thc vao san pham, dch vu, va qua trnh Tao kien thc nh la mot san pham Suy dan the he kien thc e oi mi Anh xa cac mang chuyen gia Xay dng va khai pha c s kien thc khach hang Hieu va o gia tr kien thc Tao on bay cac tai san tr tue + Khong co mot nh ngha co the chap nhan cho kien thc, v ban chat kien thc la rong. Quan ly kien thc la mot tap hp cac qua trnh truyen at von tr tue dang kien thc ngam ca nhan, nhom cuc bo trong to chc, va cac van phong chi nhanh phan bo thanh gia tr cac qua trnh dan en oi mi, tao kien thc, va bo sung nang lc canh tranh cho to chc. Quan ly kien thc co the xem nh nghe thuat chuyen thong tin va tai san tr tue thanh gia tr lau dai cho khach hang va con ngi. + Quan ly kien thc la qua trnh suy luan, chuyen dang, lan truyen kien thc trong x nghiep e chia se va s dung lai kien thc. Quan ly kien thc giup cac to chc tm kiem, chon la, to chc, pho bien va truyen at thong tin quan trong va ieu can thiet thong minh cho cac hoat ong nh giai quyet van e, hoc ong, hoach nh chien lc, va ra quyet nh (Gupta et al., 1999, 2000). Quan ly kien thc chuyen d lieu hoac/va thong tin thanh kien thc co the hanh ong theo mot dang c s dung hieu qua va hu hieu trong x nghiep (Angus et al., 1998; Davis, 1998; Davenport et al., 1998; Leary, 1998; Skyrme, 1999). + Quan ly kien thc la mot tap hp cac qua trnh chuyen cac tai san tr oc cua x nghiep thanh gia tr cac qua trnh nh s oi mi va kien thc hu ch; hay quan ly kien thc la lam cho kien thc dung chung tr nen hu ch. Muc tieu ngan han va dai han cua viec quan ly kien thc + Davis (1998): Quan ly kien thc lien quan en rang buoc chien lc e cai tien hieu qua cua to chc, va cai tien c hoi. Muc tieu khong phai ieu
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khien chi ph. Muc tieu quan ly kien thc nh la mot qua trnh cai tien kha nang cua to chc nham thc thi cac qua trnh chnh hieu qua hn. + Davenport et al. (1998) mieu ta 4 muc tieu ln cua cac he thong quan ly kien thc trong thc te: Tao kho kien thc Cai tien truy xuat kien thc Cai tien moi trng kien thc (nhieu x nghiep xem la muc tieu chnh) Quan ly kien thc nh mot tai san + Cha khoa e quan ly kien thc la nam bat cac tai san tr tue cho li ch hu hnh cua to chc. Cac nhu cau quan ly kien thc la e: Chuyen dang kien thc e them gia tr vao cac qua trnh va cac hoat ong kinh doanh Tao on bay kien thc co chien lc kinh doanh nham tang s phat trien va oi mi S dung kien thc nham cung cap thuan li canh tranh trong kinh doanh + Cac qua trnh cua he thong quan ly kien thc e quan ly: Viec tao ra kien thc thong qua hoc hoi Nam bat va kien thc Chia se kien thc va giao tiep thong qua cong tac Truy xuat kien thc S dung va s dung lai kien thc Lu tr kien thc Cac ieu c ban ve y niem cua viec quan ly kien thc + Quan ly kien thc bat nguon t cac khai niem hoc co to chc va bo nh co to chc. Khi cac thanh vien cua to chc cong tac va giao tiep y tng, day, va hoc, kien thc c chuyen dang va truyen at t ca nhan nay sang ca nhan khac. Ngi quan ly nhan ra rang khi hoc co to chc xay ra, va khi cac ngi quan ly ho tr viec hoc, hoc co to chc anh hng tch cc en tuyen di. Hien ai hoa cac khai niem hoc bang ky thuat. Cac cau chuyen thanh cong thc s cua viec quan ly kien thc chng minh rang: cung vi viec ho tr nen van hoa to chc, s dung ky thuat nham cai tien viec hoc co to chc va quan ly kien thc (ODell at al., 1998). Kho kien thc + Kho kien thc la tap hp cac kien thc ben trong va ben ngoai. Kho kien thc khong chuan tm kiem e nam bat cac kien thc ngam trong tam tr cua cac chuyen gia trong to chc, nhng kien thc o khong dang co cau truc. Kien thc ro rang thng c nam bat mot dang nao o da vao nh ngha; nhng thnh thoang kien thc ro rang cung phai c loc lai, to chc va lu tr vao kho kien thc trung tam, e lam cho kien thc hieu qua va hu hieu.
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+ Muc tieu cua kho kien thc la nam bat thong tin. Cau truc cua kho kien thc phu thuoc nhieu vao loai kien thc c lu tr. Kho kien thc co the sap xep t dang danh sach cac cau hoi va giai phap, cho en danh sach cac ca nhan co thong tin lien lac va chuyen mon, cho en cac thc te tot nhat dang chi tiet cho mot to chc ln. + Tiep can Chevron nhan ra 4 mc thc te tot nhat: Y tng tot tuy cha c chng minh, nhng y tng o tao cam giac trc quan Thc te tot, ky thuat hien thc, phng phap luan, thu tuc hoac qua trnh cai tien cac ket qua kinh doanh Thc te tot nhat cuc bo, tiep can tot nhat cho tat ca hoac mot phan ln to chc da vao viec phan tch d lieu cng Thc te cong nghe tot nhat, tng t muc 3 nhng s dung d lieu cng t cong nghe + Davenport et al. (1998) mieu ta 3 loai kho c ban trong thc te: Kien thc ben ngoai, nh tr tue canh tranh, thng can cac giai thch va dien dch. Kien thc co cau truc ben trong, nh cac bao cao nghien cu, cac trnh bay, va cac tai lieu tiep th. Kien thc nay hau nh la kien thc ro rang va mot t kien thc ngam. Kien thc khong chuan ben trong, nh cac c s d lieu thao luan, tr giup cac kho kien thc va cac c s d lieu thong tin dung chung. Kien thc nay la kien thc ngam trong tam tr con ngi va co the trao oi qua cac ky thuat cong tac, cac cuoc hop gap mat nhau, hoac cac he thong quan ly kien thc chuan. Cac hoat ong quan ly kien thc + Quan ly kien thc gom 4 chc nang c ban: Ben ngoai hoa la nam bat kien thc kho ben ngoai va to chc kien thc theo cong viec chnh nao o nham no lc kham pha kien thc tng t. Cac ky thuat ho tr ben ngoai hoa la: cac he thong x ly anh, cac c s d lieu, cac ky thuat dong lam viec, cac he thong quan ly tai lieu s dung ky thuat phan nhom, Ben trong hoa la qua trnh nhan dang kien thc ro rang, thch hp vi cac nhu cau cua ngi s dung cu the. Qua trnh nay lien quan en viec anh xa mot van e cu the, tnh huong, hoac iem s thch so vi iem chnh cua kien thc a c nam bat thong qua ben ngoai hoa. Trung gian tng t nh qua trnh moi gii e cho phu hp ngi tm kien thc vi nguon kien thc tot nhat (thng ngam) bang cach do theo kinh nghiem va s thch cua ca nhan va nhom ca nhan. Mot so ky thuat lam cho qua trnh nay de dang la groupware, intranet, dong lam viec, va cac he thong quan ly tai lieu. 48/ 58
Nhan thc ap dung kien thc c trao oi bang 3 qua trnh trc. ay la thanh phan quan ly kien thc hau nh kho t ong nhat, v no nam trong nhan thc cua con ngi e nhan ra kien thc c s dung au va c s dung nh the nao. Mot vai ky thuat co the ho tr nhan thc. + He thong quan ly kien thc trong to chc bao gom cac ac iem: Tao nen van hoa kien thc Nam bat kien thc Phat sinh kien thc Giai thch (va so hoa) kien thc Chia se va s dung lai kien thc Tai sinh kien thc + Qua trnh quan ly kien thc phai co mot phng phap luan e xac nh kien thc giai ngha co dang mien ph khong (hay dung chung cho moi ngi, oc lap ca nhan hay nhom ong gop kien thc o, ). + Truy xuat kien thc phu thuoc vao cac nhan to sau: Mc o hiem co xac nh s thch hp cua kien thc oi vi ngi nhan Mc o phc tap xac nh qua trnh truyen at kien thc cho ngi nhan Mc o no lc c chi bi ngi chu yeu cau kien thc ni au tien xac nh s san sang chia se kien thc vi ngi nhan. Mo hnh theo chu ky cua viec quan ly kien thc + He thong quan ly kien thc gom 6 bc: Tao kien thc: Tao kien thc khi con ngi xac nh cac cach mi e lam ieu g o hoac phat trien hieu biet nh the nao (know-how). Thnh thoang a vao kien thc ben ngoai. Nam bat kien thc: Phai nhan dang gia tr cua kien thc mi va trnh bay theo cach thc hp ly. Tinh che kien thc: Phai at kien thc mi trong ng canh e co the hanh ong. Phai nam bat tam nhn cua con ngi (chat lng ngam) kem vi cac s kien ro rang. Lu tr kien thc: Phai lu tr kien thc hu ch dang hp ly trong kho kien thc, e ngi khac trong to chc co the s dung kien thc. Quan ly kien thc: Giong nh th vien, hien tai phai gi kien thc. Phai xem xet kien thc e kiem tra kien thc thch hp va chnh xac. Pho bien kien thc: Kien thc phai san sang dang hu ch cho bat c ngi nao trong to chc khi can bat c ni nao va bat c luc nao. Ly do cua chu ky la kien thc c tinh che theo thi gian, va ong. He thong quan ly kien thc tot khong bao gi hoan thanh, v theo thi gian, moi trng thay oi va kien thc phai c cap nhat e phan anh vi cac thay oi. + Khi pho bien kien thc, cac ca nhan phat trien, tao, nhan dang kien thc mi hoac cap nhat kien thc cu va a tr lai he thong. 49/ 58
+ V kien thc la tai nguyen khong b tieu thu khi s dung, nen kien thc c s dung mai mai khi can thiet. Kien thc khong bao gi suy yeu, mac du kien thc co the gia coi. Kien thc phai c cap nhat. Do o, kho kien thc phat trien theo thi gian. Nhng bc au quan ly kien thc + Cac to chc nhan ra gia tr ay u cua cac tai san kien thc ch khi tai san nay c truyen at hieu qua gia cac ca nhan. Cac to chc s dung 4 qua trnh pho bien e chuyen oi kien thc: Xa hoi hoa: chia se kinh nghiem thong qua quan sat, bat chc, va thc te; thng xay ra ni lam viec, hoi thao, hoc nghe, va hoi ngh. Nam bat: chuyen kien thc ngam (v du, ngi ta hoc cai g ni lam viec) thanh dang ro rang (v du, cac bao cao). Pho bien: sao chep va phan bo kien thc ro rang. Quoc te hoa: cac kien thc co kinh nghiem thong qua mot nguon ro rang (v du, mot ngi co the ket hp kinh nghiem oc bao cao ni lam viec vi cac kinh nghiem trc). + Kien truc quan ly kien thc (KMA, knowledge management architecture) cua Nonaka va Takeuchi (1995): mo hnh 3 xoan oc 3 bc co ac iem anh xa hoc nhan dang cac cau hoi c tra li va cac quyet nh c ra, anh xa thong tin ac ta loai thong tin ma ngi s dung can, va anh xa kien thc giai thch ngi s dung lam g vi cac thong tin cu the. Anh xa kien thc trnh bay s chuyen oi thong tin sang tam nhn hoac kien thc. + Mot khi phat trien 3 anh xa, thc hien anh gia iem can bang e anh gia loai cong cu IT nao hieu qua tao lc on bay cho cac kho thong tin, va tao ra anh xa ky thuat thong tin. Monsanto tap trung vao kha nang tao cam giac cho con ngi (sense-making). Tai sao cac x nghiep chap nhan viec quan ly kien thc? 5 ly do + Ra quyet nh tot hn + Giam cac chi ph + Thi gian ap ng cac van e chnh nhanh hn + Cai tien hieu suat + Chia se cac thc te tot hn
III.3.5.
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Nhan vien van phong co kien thc chnh
Hau het cac x nghiep phat trien he thong quan ly kien thc eu tao nhan vien quan ly kien thc, hay con goi la nhan vien van phong co kien thc chnh (CKO, chief knowledge officer) cap tren. Muc tieu cua vai tro CKO la lam toi a tai san kien thc cua x nghiep, thiet ke va hien thc cac chien lc quan ly kien thc, trao oi hieu qua cac tai san kien thc ben trong va ben ngoai, cai tien cong dung cua he thong. CKO chu trach nhiem 50/ 58
+ nh ngha lnh vc kien thc trong x nghiep se la iem tap trung, da vao nhiem vu va cac muc tieu cua x nghiep. + Chuan hoa t vng mc x nghiep, va ieu khien th muc kien thc. + Tao c s ha tang va moi trng van hoa nham chia se kien thc. + e an quan ly toan bo kien thc khi cha phat trien; va quan ly he thong va kien thc khi trien khai. Trach nhiem quan trong nhat cua CKO la xay dng nen van hoa kien thc, tao c s ha tang quan ly kien thc, va lam cho cac chi ph kinh te. e CKO thanh cong, cac ca tnh cua CKO yeu cau cao: + Kinh nghiem rong ve kha canh quan ly kien thc, nh tao, pho bien, hoac ng dung. + Quen vi cac ky thuat va cac cong ty co kien thc, nh th vien va groupware. + Co kha nang lam gng bang cach trnh bay s thanh cong va kha nang kien thc mc cao.
III.3.6.
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Phat trien quan ly kien thc
Hnh thanh chien lc kien thc theo cac bc: + Phat trien cac tnh huong phc tap cho moi trng canh tranh hien tai va tng lai. + Mieu ta cac cong ty thanh cong ly tng tng ng vi cac tnh huong tng lai. iem quan trong cua bc nay la anh gia cac ieu thuan li va kien thc c ban e cac to chc thanh cong. + Nhan dang cac ca nhan trong x nghiep co kien thc yeu cau hoac co kha nang yeu cau kien thc. Bc nay quan trong, v no giup nhan dang cac nguon kien thc ben ngoai nham xac nh va hieu th trng, nha cung cap, khach hang hien tai va tng lai. Nguon von tr tue khong nam trong to chc ma no phan cap bat c ni nao. + Mo hnh cac no lc ve mot cong ty ly tng mc y niem. Chien lc cho cong ty ly tng nh hoach nh yeu cau va duy tr kien thc can thiet. Phan tch cac tai san kien thc theo quan he nham ho tr chien lc kinh doanh bang cach thc hien phan tch SWOT: iem manh (strengths), iem yeu (weaknesses), c hoi (opporunities), va e doa (threats). Hien thc phng phap luan quan ly kien thc theo 7 bc: + Nhan dang van e + Chuan b e thay oi + Tao nhom + Anh xa kien thc + Tao c che phan hoi + nh ngha cac khoi ang xay dng + Tch hp cac he thong thong tin hien tai 51/ 58
10 chien lc hien thc quan ly kien thc thanh cong: + Thiet lap phng phap luan quan ly kien thc + Xac nh ro ngi ch ng (nhan vien van phong co kien thc chnh) + Trao quyen cho cac nhan vien co kien thc + Quan ly kien thc khach hang trung tam + Quan ly cac nang lc chnh + Nuoi dng s cong tac va oi mi + Hoc t cac thc te tot nhat + M rong nguon kien thc + Ket noi qua lai gia cac cong ong tr tue (cac cong ong thc te) + Bao cao gia tr o o cac tai san kien thc
III.3.7.
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Cac phng phap, ky thuat va cong cu quan ly kien thc
He thong quan ly kien thc am bao dong kien thc t ngi biet kien thc sang ngi can biet kien thc trong to chc, ma kien thc luon luon cai tien va phat trien trong suot qua trnh. Bc ke tiep trong viec thiet lap he thong hieu qua va de hieu la quyet nh phng phap, cong cu va ky thuat nao nen c s dung e hien thc chien lc quan ly kien thc. Quan ly kien thc co nhieu luat va rut ra t khoa hoc, giao tiep qua lai gia cac ca nhan, hoc co to chc, khoa hoc nhan thc, ong c, huan luyen, a ra cong chung va phan tch qua trnh kinh doanh. Cac muc tieu he thong ho tr: + Quan ly kien thc nh thu thap, to chc, tinh che va phan phoi kien thc. + To chc kien thc nh tm kiem, loc, phan loai, lien ket, Cac to chc xay cac he thong quan ly kien thc bang cach s dung cac cong cu, ky thuat va cac he thong ho tr phan bo kien thc va tr giup qua trnh ra quyet nh. Cac bc au quan ly kien thc chuan lien quan en viec tao cac c s kien thc, quan ly qua trnh hoat ong, cac trung tam kien thc, cac ky thuat cong tac, va cac trang web kien thc. Nhieu ky thuat khac nhau co the thiet lap he thong quan ly kien thc nh internet, intranet, kho d lieu cac cong cu ho tr quyet nh, va groupware. Danh sach cac thanh phan chnh cua c s ha tang quan ly kien thc theo thi gian: + Cac mang giao tiep nh internet, intranet, va extranet + Cac cong cu cong tac nh Lotus Notes, GroupSystems, + Hoi ngh truyen hnh + Th a phng tien + Cac he thong quan ly tai lieu ien t + Cac cong cu tr tue nhan tao + Cac cong cu lay thong tin + Cac ng dung tr giup 52/ 58
+ Cac cong cu kho d lieu va khai pha d lieu + Tao thong iep mc x nghiep + Cac cong cu quan ly noi dung web (cac bo duyet va cong cu tm kiem) + Cac ky thuat keo va ay + Cong cu lay da tren cac trng hp + Cac c s d lieu hng oi tng + Cac cong cu quan ly qua trnh + Cac nen tang tnh toan hoat ong ben trong m + Noi dung ben trong va ben ngoai + Cac tac nhan thong minh + Cac tai lieu kha chuyen Cac to chc phai oi mat vi van e: nh the nao e ket hp cac ky thuat nay e quan ly kien thc hieu qua, va ieu nay phu thuoc vao loai kien thc ma to chc muon truy xuat va chia se. Cac cong cu can e nam bat kien thc: + Kien truc thong tin gom cac ngon ng mi, cac loai va cac an du e nhan dang va lap tai khoan cho cac ky nang va cac nang lc. + Kien truc ky thuat co tnh xa hoi hn nh internet. + Kien truc ng dung hng giai quyet van e va trnh bay hn la xuat va cac giao dch. Chi ph phat trien he thong quan ly kien thc rat khac nhau va phu thuoc vao kch thc cua to chc, mc c s ha tang hien tai, tam vc cua bc khi au quan ly kien thc.
III.3.8.
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S thanh cong cua viec quan ly kien thc
Cac nhan to thanh cong + Cac to chc co the at c mot so li ch t viec hien thc chien lc quan ly kien thc: Giam mat von tr tue do ngi ta bo cong ty i. Giam chi ph bang cach giam va hoan thanh kinh te bang cach lay thong tin t cac ngi cung cap ben ngoai. Giam d tha cac hoat ong da tren kien thc Tang nang suat bang cach lam cho kien thc san sang nhanh va de dang Tang s thoa man nhan vien bang cach cho quyen lc va kien thc ca nhan ln hn + Cac nhan to s thanh cong cua viec quan ly kien thc la cac lien ket vi hieu suat kinh te hoac gia tr cong nghe; c s ha tang ky thuat va to chc; cau truc kien thc linh ong va chuan; nen van hoa than thien kien thc; ngon ng va muc ch ro rang; thay oi cac thc te thuc ay; nhieu kenh truyen kien thc, va ho tr quan ly cap cao.
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+ Hoc va chia se kien thc hieu qua yeu cau thay oi van hoa trong to chc, cac thc te quan ly mi, rang buoc quan ly cap cao, va ho tr ky thuat. Tat ca cac nhan to nay can vt qua cac rao can e hien thc. o s thanh cong + Co 3 ly do tai sao cac ngi quan ly muon o cac tai san vo hnh, cac tai san kien thc va cac anh hng cua chung: Cung cap ieu c ban e anh gia cong ty. anh gia quan trong trong tai san thng mai, hoac gia cong ty trong th trng va tm kiem hoan von thch hp cho cac co ong. Kch thch quan ly tap trung vao cai g quan trong. Bang cach phat trien cac o o hieu suat thch hp va lam cho ngi quan ly chu trach nhiem, cac ieu ung can chu y va hanh ong. ay la vai tro cac tiep can nh iem can bang. ieu chnh au t cac hoat ong quan ly kien thc. Trong nhieu cong ty, cac e xuat quan ly kien thc thoa man cac o o nham thuyet phuc quan ly cap tren gia tr cua viec quan ly kien thc. + Khong co phng tien o s thanh cong no lc quan ly kien thc. Cac o o: cac bang sang che, cac iem kinh doanh, cac ban quyen, cac ieu b mat thng mai, cac dch vu va cac san pham mi, cac qua trnh kinh doanh cai tien, cac quyet nh chien lc thong minh, thoa man khach hang, tuyen tai chanh di (gia co phieu, co tc (li tc co phan), gia tr hien tai rong), s hieu lc cua cac qua trnh kinh doanh, kha nang chu ng s oi mi, thay oi, va cai tien thong qua viec hoc co to chc, va han nh cac nhan to thanh cong quan trong. + Nhan to chnh cho s phat trien va thanh cong lau dai cua KMS la s phat trien cac o o co y ngha e o gia tr, chat lng, so lng kien thc. Cac bc au quan ly kien thc nen lien ket trc tiep cac kha canh quan trong va ro rang hieu suat to chc (v du, thoa man khach hang, cac oi mi dch vu hoac san pham, thi gian tiep th, tiet kiem chi ph, nh v canh tranh, va chia se th trng). Cac to chc can tm cac iem tao on bay nh ni nao kien thc cai tien co the them gia tr va sau o phat trien KMS e phan phoi kien thc tien quyet. + S thanh cong phu thuoc vao luan ly chien lc ro rang e chia se kien thc, chon la c s ha tang thch hp (ky thuat hoac khong ky thuat). + Tiep can hien thc xac nh cac rao can thong thng: cac ong c chia se kien thc, cac tai nguyen nam bat va tong hp hoc co to chc, va kha nang nh hng mang kien thc e tm ra d lieu va ngi ung. + Nhieu cong ty tham gia hoac tiep can da tren tai san oi vi viec quan ly kien thc hoac tiep can lien ket kien thc vi cac ng dung va li ch kinh doanh. Bat au bang cach nhan dang cac tai san tr tue va sau o tap trung chu y en quan ly e tang gia tr. Th hai, s dung cac thay oi ve iem can 54/ 58
bang, ni cac o o tai chnh c can bang so vi khach hang, qua trnh, cac o o oi mi. Cac phng phap phat trien tot c s dung la tiep can iem can bang, cong cu nh hng Skandia, gia tr kinh te them vao cua Stern Stewart, va phng phap luan anh gia ben trong cua MPherson. Cac nguyen nhan that bai + Khong phat trien nh ngha kien thc ang lam viec. Nhieu ngi quan ly dng nh mien cng phan biet gia d lieu, thong tin va kien thc. + Nhan manh qua mc khoi kien thc hn dong kien thc. Tiep can nay that bai e nhan dang mc o quan trong can thiet e truyen kien thc trong to chc. + Xem xet kien thc hien tai chiem u the ngoai cac ca nhan. + That bai nhan ra mc o quan trong cua viec quan ly kien thc nham tao ng canh dung chung. Phat trien ng canh dung chung co ngha la tao moi trng dung chung ong, lam cho kien thc thay oi theo thi gian. + That bai quan ly kien thc ngam. + That bai g roi kien thc t cac cong dung cua kien thc. + Ly do va suy ngh + Tap trung vao hien tai va qua kh thay cho tng lai. + That bai nhan ra mc o quan trong cua th nghiem. + Thay the lien lac ky thuat cho giao dien ngi s dung. + Nhan manh qua mc viec co gang o kien thc trc tiep thay v co gang o cac ket qua.
III.3.9.
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Quan ly kien thc va tr tue nhan tao
Quan he vi tr tue nhan tao + Quan ly kien thc co quan he t nhien vi phan mem va cac phng phap tr tue nhan tao (AI, artificial intelligence). Lnh vc AI co lien quan en xay dng kien thc, chuyen kien thc t ngam sang ro rang, nhan dang kien thc, hieu va pho bien, Nhieu cong ty co gang sap xep lai cac ky thuat nay va cac san pham t van ve quan ly kien thc. Mac du, quan ly kien thc khong la dang AI, nhng cac he thong phan mem co cac phng phap AI nhung vao trong phan mem. Cac phng phap AI trong cac he thong quan ly kien thc + Tr giup va cai tien kien thc tm kiem (v du, cac tac nhan thong minh trong cac cong cu tm kiem web) + Giup thiet lap cac profile e xac nh loai kien thc nao e quet qua cho ca nhan va cac nhom + Giup xac nh mc o quan trong tng oi cua kien thc, ca khi kien thc c ong gop va truy xuat t kho kien thc
55/ 58
+ Quet qua th ien t, cac tai lieu va cac c s d lieu e thc hien kham pha kien thc nham xac nh cac moi quan he co y ngha hoac nham lam sach kien thc + Quet qua th ien t, cac tai lieu va cac c s d lieu e thc hien kham pha kien thc nham suy luan cac luat cho cac he chuyen gia + Nhan dang cac mau trong d lieu (thng cac mang neural) + D oan cac ket qua tng lai s dung kien thc hien tai + Cung cap li khuyen trc tiep t kien thc + Cung cap ngon ng t nhien hoac giao dien ngi s dung ieu khien lenh va giong noi cho he quan ly kien thc Cac san pham + Cac san pham quan ly kien thc co cac phng phap AI nhung vao: KnowledgeBridge (Molloy Group) la goi phan mem tr giup s dung luan ly m e nhan dang cac giai phap truy van da tren cac van e tng t. Raven (Lotus Development Corporation) t ong tao tieu s thong minh va phan loai noi dung. KnowledgeMail (Tacit) quet cac th ien t va thiet lap cac tap tin tieu s ngi s dung chung va rieng da tren cac giao tiep cua ngi s dung. + Cac he thong tr giup t ong la cac san pham thng mai nhung cac he chuyen gia va cac cong cu AI ng ngha va cu phap, nham xac nh ng ngha cua cau hoi t nhien va co gang i en ket luan ve tnh huong chuan oan. Mot so he thong nhung cac c che nam bat kien thc ve loi he thong gay ra e he thong co the cap nhat cac c s kien thc. Khai pha d lieu, kho d lieu, kham pha tri thc trong cac tai lieu va cac c s d lieu + Kho d lieu thnh thoang c s dung nh kho kien thc, phu thuoc vao ng dung. + Khai pha d lieu thng dang van ban (cac tai lieu ien t), kho d lieu va th ien t co the nhan dang cac moi quan he gia cac s kien, nhan dang cac mau trong d lieu, va quy nap cac luat. Cac hoat ong nay manh trong viec nhan dang kien thc trong d lieu hoac cac tai lieu. Trong viec tm kiem kien thc, khai pha d lieu tr thanh phng phap luan KDD. S dung KDD e nhan dang y ngha cua d lieu hoac van ban.
III.3.10. Quan ly tai lieu ien t

Cac he thong quan ly tai lieu ien t (EDM, electronic document management) tap trung tai lieu dang ien t khi tap trung lam viec cong tac. Cac he thong EDM cho phep ngi s dung truy xuat cac tai lieu can thiet, thng qua bo duyet web tren mang intranet ket hp. Cac he thong EDM cho phep cac to 56/ 58
chc quan ly tai lieu va dong cong viec hoat ong tot hn. Cac he thong cung cho phep cong tac trong viec tao va xem xet lai tai lieu. Nhieu he thong quan ly kien thc s dung he thong EDM nh la kho kien thc va truy xuat kho kien thc. Khac nhau gia KMS va EDM la he thong quan ly kien thc lu kien thc. Kien thc co the lu trong cac tai lieu. Chu trnh song cua tai lieu la ong (tao thong qua phan bo va cap nhat), cai tien hieu suat (truy xuat nhanh va khong co tm kiem nhieu tai lieu hoac lo lang phien ban nao ang c s dung), va co o bao mat tot hn (co the ieu khien truy xuat). Cac he thong nh DocuShare (Xerox Corporation) va Lotus Notes (Lotus Development Corporation) cho phep cong tac tren cung mot tai lieu. Cac he thong EDM khac la EDMS (Documentum Inc.), Enterprise Work Management (Eastman Software Inc.), FYI (Identitech), The Discovery Suite (FileNet Corporation), LiveLink (Open Text Corporation), PageKeeper Pro (Cacre Corporation), Pagis Pro (ScanSoft Inc.).
III.3.11. Cac van e quan ly kien thc va tng lai

Cac hng nghien cu trong van e quan ly kien thc (mot so van e lien quan en nhng cau hoi m): + Xac nh cach tot nhat e tiep can va quan ly nen van hoa to chc can thiet cho van e quan ly kien thc hieu qua, thuc ay ngi ta chia se kien thc va truy xuat kien thc thong qua he thong. + Xac nh cac o o tot e anh gia mc o hieu qua cua van e quan ly kien thc. + Xac nh mc can bang ung gia cac qua trnh con ngi va ky thuat. + Xac nh cach tot nhat e thc hien kiem tra kien thc. + Xac nh cach thc ngi ta tao, giao tiep va s dung kien thc + Phat trien cac cach hieu qua e nam bat cac kien thc ngam + Xac nh cac cach tot nhat e loc kien thc + Xac nh mc o quan trong cua kien thc + Xac nh cac cach tot nhat e nhan dang kien thc hieu qua trong thong tin + Xac nh cach thc e lu tr thanh phan co the hanh ong ngam mi cung vi thong tin c suy dan + Xac nh cach tot nhat e trnh bay kien thc va lam cho kien thc phu hp vi ng dung. + Xac nh phan loai tot hn cho to chc va cac phng phap quan ly kien thc. + Xac nh tieu iem ung e tao kien thc ca nhan, nhom (cac cong ong thc te) hoac toan bo to chc. + Xac nh tieu iem thch hp cho cac cong ong thc te.
57/ 58
+ Xac nh cach tot nhat e he thong quan ly kien thc giao tiep kien thc ca khi tao va khi truy xuat. + Lam cho phan mem thch hp vi cac ng dung quan ly kien thc + Lay mc o tai nguyen thch hp e phat trien he thong quan ly kien thc de hieu. + Phat trien cac goi phan mem KMS tch hp va nhieu hn. + Xac nh cac phng phap AI tot hn va nhieu hn cho van e quan ly kien thc. + Xac nh cach thc s dung quan ly kien thc e cai tien viec hoc. oi vi van e quan ly kien thc, nh ngha ro rang, cac khai niem ro rang, phng phap luan ro rang, cac th thach ro rang va co the vt qua, cac li ch ro rang va co the ln hn, cac cong cu, ky thuat. Cac van e chnh la nen van hoa to chc, trach nhiem au cua ngi lanh ao, va o o thanh cong. Cac to chc khong ch can nhanh nhen ma con thong minh. Thong minh xem kien thc va hanh ong nh mot (Bhagavad Gita). Cac to chc thong minh nhan ra kien thc la tai san, phat trien theo thi gian, va khi khai thac hieu qua, kien thc co kha nang tao nang lc va oi mi lien tuc.
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Chng III

CAC DANG HE THONG HO TR QUYET NH

Ra quyet nh nhom, giao tiep va cong tac

Bai 3 : Cac dang he ho tr ra quyet nh

Ho tr cong tac: May tnh ho tr cong tac

Bai 3 : Cac dang he ho tr ra quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

Cac ky thuat he thong ho tr quyet nh nhom

Bai 3 : Cac dang he ho tr ra quyet nh

Cac he thong nhom

Bai 3 : Cac dang he ho tr ra quyet nh

Hoat ong Phat sinh y tng

Hoach nh cuoc hop

Ngi quan ly cuoc hop

Phat trien chnh sach

Tch luy kien thc va trnh bay bo nh co to chc

Bai 3 : Cac dang he ho tr ra quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

Qua trnh hop GSS

Bai 3 : Cac dang he ho tr ra quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

Phat sinh y tng va sang tao

Bai 3 : Cac dang he ho tr ra quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

III.1.10. Cac van e, nghien cu tnh toan cong tac va GSS

Bai 3 : Cac dang he ho tr ra quyet nh

III.2. He ho tr quyet nh mc x nghiep

He ho tr quyet nh mc x nghiep: Cac khai niem va nh ngha

Bai 3 : Cac dang he ho tr ra quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

Moi trng ben ngoai

Moi trng ben trong

anh gia thong tin

Phan tch nh tnh

Phan tch nh lng

Dien dch: Co van e (c hoi) khong?

Giai oan 1 Giai oan 2

Co au ra cho viec ra quyet nh

Quyet nh: Cai g e lam oi vi van e (c hoi) nay

Bai 3 : Cac dang he ho tr ra quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

So sanh va tch hp EIS va DSS

Loai thong tin

Than thien ngi s Phai co dung X ly thong tin

Bai 3 : Cac dang he ho tr ra quyet nh

Thong tin phan mem trong cac he thong mc x nghiep

Bai 3 : Cac dang he ho tr ra quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

Cac chuoi cung cap, chuoi gia tr va ho tr quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

Bai 3 : Cac dang he ho tr ra quyet nh

Ngi cung cap mc 1

Ngi cung cap mc 1

San xuat va ong goi day chuyen

Trung tam phan phoi Ngi ban le Khach hang

Ngi lam nhan