Knowledge

Management
and ICT
Group
members

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Introduction to
Management
Knowledge
Processes
▶ Knowledge Management Systems are the integration of technologies
and mechanisms that are developed to support the four KM processes
(discovery, capture, sharing, application).Knowledge Management
Systems can be classified into four
▶ Knowledge Discovery Systems
▶ Knowledge Capture Systems
▶ Knowledge Sharing Systems
▶ Knowledge Applica tion Systems
 Technologies rating and knowledge discovery process

▶ What is technology rating?

▶ ľechnology Rating is a code used in the Classic Battleľech game indicating the íelative sophistication of a
piece of vehicles, 'Mech and otheí equipment, oí of the subsystems found in the same. Its píimaíy function is to
deteímine what systems weíe available in a paíticulaí time peíiod in the Battleľech univeíse.

▶ What are the knowledge discovery process?

▶ ľ he teím Knowledge Discoveíy in Databases, oí KDD foí shoít, íefeís to the bíoad píocess of finding knowledge
in data, and emphasizes the "high-level" application of paíticulaí data mining methods. ... ľ he unifying goal of the
KDD píocess is to extíact knowledge fíom data in the context of laíge databases.
1. From Knowledge Synthesis through Socialization
▶ To discover tacit knowledge

▶ Socialization enables the discovery of tacit knowledge through joint activities

▶ Between masters and apprentices

▶ Between researchers at an academic conference

▶ back-of-the-napkin diagrams

2. From Data: Data Mining

▶ Knowledge Discovery in Databases is the process of finding and interpreting patterns from data, involving the application of algorithms
to interpret the patterns generated by these algorithms

▶ Another name for KDD is data mining (DM)

▶ Data mining systems have made a significant contribution in scientific fields for years

▶ The recent proliferation of e-commerce applications, providing reams of hard data ready for analysis, presents us with an
excellent opportunity to make profitable use of data mining
Why we need to do knowledge discovery?
▶ Diagnosis of faults in rotating machinery
▶ Load prediction for electric utilities
▶ For credit applications
▶ Inventory optimisation mining to level sales in flower online retailer
▶ Web mining to customise income-appropriate customer offers from online bags
retailer
▶ Retailer DM to asses country investment risk

Designing the knowledge discovery system

▶ Business understanding
▶ Data understanding
▶ Data preparation
 Data Mining Process Methodology
1. Business Understanding
▶ Determine business objectives

▶ Situation assessment

▶ Determine data mining goal

▶ Produce project plan

2. Data Understanding
▶ Initial data collection

▶ Data description

▶ Data quality verification

▶ Exploratory analysis

3. Data Preparation
▶ Selection

▶ Cleaning

▶ Construction

▶ Integration

▶ Formatting
4. Modeling
▶ Generate test design

▶ Build model

▶ Model evaluation

5. Evaluation
▶ Evaluate results

▶ Review process
▶ Determine next step

6. Deployment
▶ Plan deployment

▶ Produce final report

▶ Plan monitoring and maintenance

▶ Review project
Data Mining Techniques Applications

1. Marketing — Predictive DM techniques, like artificial neural networks (ANN), have been used for
target marketing including market segmentation
▶ Direct marketing — customers are likely to respond to new products based on their previous consumer behavior

2. Retail — DM methods have likewise been used for sales forecasting

▶ Market basket analysis — uncover which products are likely to be purchased together
Knowledge
capture
process
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 Introduction to Knowledge
capture proces
s
 Knowledge can exist within people ( individuals or groups), artifacts (practices,
technologies, or repositories) and organizational entities ( organizational units,
organizations, interorganizational networks).
 Moreover, knowledge could be either explicit or tacit. It might sometimes reside
within an individuals mind without that individual being able to recognize it and share it
with others.
 similarly, knowledge might reside in an explicit form in a manual but few people
might be aware of it.
 it is important to obtain the tacit knowledge from individuals minds as well as the
explicit knowledge from the manual, such that the knowledge can then be shared with
others.
Knowledge capture
process
▶ This is the focus of knowledge capture, which may be defines as
▶ The process of retrieving either explicit or tacit knowledge that resides
within people, artifacts, or organizational entities.
▶ Also , the knowledge being captured, might reside outside the
organization boundaries including consultants, competitors, suppliers, and
prior employers of the organizations new employees.
▶ The knowledge capture process benefits most directly from two KM sub
processes-externalization and internalization.
Importance of knowledge
syste
capture
m
▶ The capturing of the key concepts and knowledge pieces and
organization of them into self-service resources online can empower
customers to find solution to their problems without ever having to
contact a service agent, thus creating a more effective and efficient
customer service process.
Socialization

▶ In the case of tacit knowledge, the integration of multiple streams for the
creation of new knowledge occurs through the mechanism of
socialization.
▶ Socialization is the synthesis of tacit knowledge across individuals, usually
through joint activities rather than written or verbal instructions.
▶ For example, by transferring ideas and images, apprenticeships help
newcomers to see how others think.
Combination

▶ New explicit knowledge is discovered through combination, wherein the

multiple bodies of explicit knowledge ( and/or data and/or information)
are synthesized to create new, more complex sets of explicit.
▶ Through communication, integration, and systemization of multiple streams
of explicit knowledge, new explicit knowledge is created- either
incrementally or radica lly.
▶ Also, data mining techniques may be used to uncover new relationships
amongst explicit data that may be lead to create predictive or
categorization models that create now knowledge.
Externalization

▶ Externalization involves converting tacit knowledge into explicit forms such

as words, concepts, visuals, or figurative language.( e.g. metaphors,
analogies and narratives)
▶ It helps translate individuals tacit knowledge into explicit forms that can be
more easily understood by the rest of their group.
Internalization

▶ Internalization is the conversion of explicit knowledge into tacit

knowledge.
It represents the traditional notion of learning.
▶ This learning helps the consultant, andher organization
ca pturethe knowledge contained in the book.
Knowledge sharing system
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Introduction to knowledge sharing system

▶ Knowledge sharing systems can be described as systems that enable members of an

organization to acquire tacit and explicit knowledge from each other.
Means of Knowledge sharing

▶ Leadership
▶ Constant communication
▶ Explain without definding
▶ Take action to make things better
▶ Collection of project reports
▶ Directory of staff expertise
Knowledge sharing systems may also be
viewed as knowledge markets

knowledge owners will

▶ want to share their knowledge with a controllable and trusted group
▶ decide when to share and the conditions for sharing
▶ seek a fair exchange, or reward, for sharing their knowledge.
▶ not be aware of all the possibilitiesfor sharing, thus the
knowledge repository will typically help them through searching and
ranking, and
▶ want to decide on the conditions for knowledge acquisition
▣ Soliciting feedback
▣ Asking question
▣ Telling people what you plan to do before doig it
▣ Asking other people to help
▣ Asking people what would they do defiantly
Importance of knowledge sharing

▶ Intangible products
▶ Increasing turnover of staff
▶ Accelerating change
The principal approach used in traditional intra
organizational KM is the process approach. The process
approach is characterized as a formal and technologically-
based process of gathering and storing explicit knowledge
within the organization.
The alternative approach to managing knowledge sharing is
the practice approach. This approach is more effective in
gathering tacit knowledge through informal networks with
moderate use of information technology.
Best practices and tools

▶ Establish knowledge sharing habits

▶ Re-usable templates to save time
▶ Incentivize the knowledge sharing activities
▶ Enhance onboarding and training practices
▶ Encourage sharing in multiple forms
Knowledge application
process
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 Knowledge
application process

▶ Knowledge applica tion is when an individual or team ca n take

knowledge and ca ptured
apply that knowledge to enhance efficiency, improve business
operations, complete a strategic task, communicate more effectively with colleagues or
customers, etc. A documented lesson learned from one employee’s complex customer
interaction may streamline the process for a colleague in a similar situation, for
example.
▶ Knowledge Application Systems support the process through which some individuals
utilize knowledge possessed by other individuals without actually acquiring, or learning,
that knowledge.
Technologies for
application
knowledge
systems

▶ Constraint based system

▶ Model Based Reasoning
▶ Diagrammatic Reasoning
▶ Variation of case Based
Reasoning
Developing Knowledge
System
Application
s
▶ The CASE Method
▶ Sub processes of developing the case
library
▶ CASE Method in CBR development
Knowledge application
technologies, which support
includes
direction and routines

▶ expert systems
▶ decision support
systems
▶ advisor systems
▶ fault diagnosis systems
▶ help desk systems.
Expert
systems

▶ An expert system is software that attempts to provide an answer to a

problem, or clarify uncertainties where normally one or more human
experts would need to be consulted. Expert systems are most common in
a specific problem domain, and is a traditional application and/or
subfield of artificial intelligence.
Decision support
systems(DSS)

▶ A Decision Support System is a class of information that support business and

organizational decision-making activities. A properly designed DSS is an interactive
software-based system intended to help decision makers compile useful information
from a combination of raw data, documents, personal knowledge, or business models
to identify and solve problems and make decisions. Typical information that a decision
support application might gather and present are
▶ inventories of all of your current information assets ,comparative sales figures between
one week and the next, projected revenue figures based on new product sales
assumptions.
▶ Typical case based knowledge application system will consist of the following processes.
Search the case library for similar cases. Select and retrieve the most similar case. Adapt
the solution for the most similar case. Apply the generated solution and obtain
feedback. Add the newly solved problem to the case library.
Thank
you
Reference

▶https://www.getguru.com/reference/knowledge-management-process

▶https://www.academia.edu/32088010/Knowledge_Management_Processes_and_Systems

▶https://books.google.lk/books?id=v0e2BQAAQBAJ&printsec=frontcover&dq=knowledge+application+
processes&hl=ta&sa=X&redir_esc=y#v=onepage&q=knowledge%20application%20processes&f=false
▶https://books.google.lk/books?id=xBrpCAAAQBAJ&printsec=frontcover&dq=knowledge+application+p
rocesses&hl=ta&sa=X&redir_esc=y#v=onepage&q=knowledge%20application%20processes&f=false
▶ Market Research Definitions (2013), [Online], Available: http://www.marketresearchterms.com/k.php, [28 Jan. 2013]
▶ Hester, J. (2011). Successful KM Storytelling, Retrieved February 2011 from
http://www.jeffhester.net/2011/02/01/successful-km-storytelling
▶ de Gooijer, J. (2000) 'Designing a knowledge management performance framework', Journal of Knowledge Management,
Vol. 4 Iss: 4, pp.303 – 310
▶ Fontaine, M. and Lesser, E. (2002) 'Challenges in managing organizational knowledge', IBM Institute for Knowledge Based
Organizations