Transcript Document 7365324

CPE/CSC 580:
Knowledge Management
Dr. Franz J. Kurfess
Computer Science Department
Cal Poly
© 2001-2005 Franz J. Kurfess
Knowledge Management Techniques 1
Course Overview


Introduction
Knowledge Processing


Knowledge Organization



Classification, Categorization
Ontologies, Taxonomies, Thesauri
Knowledge Retrieval



Knowledge Acquisition,
Representation and Manipulation
Information Retrieval
Knowledge Navigation
Knowledge Presentation

Knowledge Visualization
© 2001-2005 Franz J. Kurfess
 Knowledge

Knowledge Capture, Transfer,
and Distribution
 Usage

Exchange
of Knowledge
Access Patterns, User
Feedback
 Knowledge
Management
Techniques

Topic Maps, Agents
 Knowledge
Management
Tools
 Knowledge Management in
Organizations
Knowledge Management Techniques 2
Overview Knowledge Management
Techniques
 Motivation
 Topic
 Objectives

 Evaluation

Criteria
 Chapter Introduction



Review of relevant concepts
Overview new topics
Terminology
 Topic


1
Subtopic 1.1
Subtopic 1.2
© 2001-2005 Franz J. Kurfess
Subtopic 2.1
Subtopic 2.2
 Topic


2
3
Subtopic 3.1
Subtopic 3.2
 Important
Concepts and
Terms
 Chapter Summary
Knowledge Management Techniques 3
Logistics
 Introductions
 Course
Materials
 textbook
 handouts
 Web
page
 CourseInfo/Blackboard System and Alternatives
 Term
Project
 Lab and Homework Assignments
 Exams
 Grading
© 2001-2005 Franz J. Kurfess
Knowledge Management Techniques 4
Knowledge Repositories
© 2001-2005 Franz J. Kurfess
[KPMG 1998]
Knowledge Management Techniques 5
KM Infrastructure
© 2001-2005 Franz J. Kurfess
Knowledge Management Techniques 6
KM Initiatives
© 2001-2005 Franz J. Kurfess
Knowledge Management Techniques 7
Pre-Test
© 2001-2005 Franz J. Kurfess
Knowledge Management Techniques 8
Motivation
© 2001-2005 Franz J. Kurfess
Knowledge Management Techniques 9
Objectives
© 2001-2005 Franz J. Kurfess
Knowledge Management Techniques 10
Corporate Memory (CM)
 definition
attempts
 purpose
 concepts
 implementation
© 2001-2005 Franz J. Kurfess
Knowledge Management Techniques 12
Definition Attempts Corporate
Memory
 explicit,
disembodied, persistent representation of
knowledge and information in an organization [Van
Heijst, van der Spek and Kruizinga 1996]
 may
include knowledge on products, production
processes, clients, marketing strategies, plans, strategic
goals, etc.
 the
collective data and knowledge resources of a
company [Nagendra Prasad and Plaza 1996]
 may
include project experiences, problem-solving
expertise, design rationale, etc.
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 13
Purpose Corporate Memory
 capitalization
of knowledge
 integration of resources and know-how
 cooperation through effective communication and
active documentation
“the right knowledge to the right person at the right
time and at the right level”
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 14
Links in the Knowledge Chain
 list
existing knowledge
 determine required knowledge
 develop new knowledge
 allocate new and existing knowledge
 apply knowledge
 maintain knowledge
 dispose of knowledge
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 15
Corporate Memory Management
 detection
of needs
 construction of the corporate memory
 diffusion of the corporate memory
 use of the corporate memory
 evaluation
 maintenance and evolution
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 16
Corporate Memory Management
Overview
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 17
Multidisciplinary Perspective on CM
 technological
(computer science, information
technology)
 concentrate
on technical and implementation aspects
 may neglect requirements and constraints of systems in
practical use
 organizational
(CKO)
 emphasize
the role of CM in an organization
 may overlook technological problems, or underestimate
efforts needed for implementation
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 18
Corporate Memory Techniques
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 19
Corporate Memory Example
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 20
Motivations for Establishing a CM
 avoid

knowledge loss
departure, retirement, change of roles of employees
 exploit


cumulative technical know-how
successful and failed projects
 utilize


past experience
collective knowledge for strategic purposes
detection of new opportunities
reaction to changes
 improve

knowledge exchange and communication
establish venues for sharing information
 improve
learning
 integrate knowledge from different areas

cross-disciplinary knowledge exchange
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 21
Knowledge in Organizations
 explicit
knowledge
 specific
know-how to design, build, sell and support
products and services
 tacit
knowledge
 individual
and collective skills enabling the organization to
act, adapt, and evolve
 tangible
knowledge components
 data,
procedures, plans, models, algorithms, documents of
analysis and synthesis
 intangible
knowledge components
 abilities,
professional skills, private knowledge,
organizational culture, history of the organization, contexts
of decisions, etc.
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 22
Types of Corporate Memories
 technical
memory
 know-how
of the employees about technical aspects
 organizational
 knowledge
 project
memory
about the internal structure of an organization
memories
 lessons
 individual
and experiences from past projects
memories
 status,
know-how, activities, relationships of individual
employees
 internal
vs. external memory
 indicates
the source of relevant knowledge and information
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 23
CM Needs
 organization
 not
is also a knowledge production unit
necessarily as primary purpose
 depends
on size, type, and organizational scheme of
the organization
 e.g.
 needs
distributed network of consultants
of individual users vs. organizational needs
 detecting
the “right” needs can be difficult
 target users, domains, tasks, situations, knowledge
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 24
Determination of CM Needs
 stakeholder-centered
 influenced
by the members of the community of people
affected by or invested in the system
 requirements
 early

analysis
involvement of stakeholders is critical and feasible
most stakeholders are internal to the organization, and many are
motivated
most solutions are adaptations or evolutions of
previous systems
 CSCW,
KBMS, MIS, ...
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 25
CM Construction
 sources
 non-computational
CM
 document-based CM
 knowledge-based CM
 case-based CM
 distributed CM
 project-centered CM
 combinations of several techniques
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 26
Sources
 human
sources
 domain
experts, experienced specialists, people with
organizational memories
 physical
 printed
documents
documents, notes, design artifacts, products, tools,
etc.
 digital
documents
 reports,
technical documentation, design artifacts, email,
case libraries, dictionaries, sketches, etc.
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 27
Non-computational CM
 establishment
of paper-based knowledge repository
 existing
documents
 generation of new documents


synthesis of knowledge not explicit in reports, technical
documentation, etc.
improve strategies and structural aspects of the organization
 systematic
generation of knowledge in an
organization
 may be the predecessor to a digital CM
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 28
Document-based CM
 comprises
 may
all existing documents in an organization
be in paper-based or digital form
 organizes
the collection in a systematic way
 indexing
 interface

to manage documents
preparation, storage, retrieval, processing, evaluation, distribution
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 29
Knowledge-based CM
 based
on the elicitation and explicit modeling of
knowledge from experts
 may use a formal knowledge representation
framework
 this
is often quite expensive
 serves
as an assistant to human “knowledge
workers”
 different from traditional expert systems
 their
goal is the automation of a particular task
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 30
Case-based CM
 utilizes
case-based reasoning
 past experiences are collected in a (semi-)formal
representation mechanism
 allows
the comparison of “cases”
 the assumption is that new problems can often be solved
by looking up solutions to previous problems
 helps
with the concentration of expertise around
specific cases
 continuous evolution of the CM through the
continuous addition of new cases
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 31
Distributed CM
 emphasis
on collaboration and knowledge-sharing
across traditional boundaries
 geographically
distributed persons/groups
 structurally separated entities

common tasks, domains
 essential
 teams
for virtual organizations
or people collaborate on-line
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 32
Project-centered CM
 captures
the relevant knowledge accumulated while
working on a project
 discussions,
 important
arguments, decisions, compromises, etc.
aspects
 represent
and reconcile perspectives of different
stakeholders
 changes of priorities in the project
 communication of decision rationales
 recovery of insights and solutions from past scenarios

“re-inventing the wheel”
 example
 issue-based
© 2001-2005 Franz J. Kurfess
information system (IBIS) [Rittel 1972]
[Dieng et al. 1999]
Knowledge Management Techniques 33
Combinations of Several Techniques
 informal
and formal knowledge representation
methods
 combination of paper-based and digital documents
 semi-automatic extraction of knowledge
 collaborative construction of “community knowledge”
 integration of existing components
 libraries,
data bases, case bases, document collections,
multi-media collections, etc.
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 34
Diffusion and Use of CM
 diffusion
modes
 knowledge


archive that can be consulted when needed
collection and diffusion are passive
 knowledge



publisher
relevant elements are distributed to users
passive collection, active distribution
 knowledge

sponge
active collection, passive diffusion
 knowledge

attic
pump
specific roles or methods for collection of relevant knowledge
active collection and active diffusion
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 35
Diffusion via Intranet/Internet
 frequently
centered around Web servers
 has some conceptual and technical limitations, but
substantial benefits
 confidentiality,
© 2001-2005 Franz J. Kurfess
security, reliability, distraction, etc.
[Dieng et al. 1999]
Knowledge Management Techniques 36
Knowledge and Information
Retrieval
 traditional
index-based techniques are integrated in
most approaches to CM
 enhancements through advanced techniques
 ontologies
 collaborative
filtering
 intelligent agents
© 2001-2005 Franz J. Kurfess
Knowledge Management Techniques 37
Evaluation
 financial
perspective
 improve
the bottom-line of the organization
 may be difficult to measure
 organizational
perspective
 work
environment
 employee satisfaction
 technical
 transfer
perspective
of know-how
some effects may not be direct consequences of the
CM, but side-effects of its introduction or use
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 38
Maintenance and Evolution
 should
be based on the evaluation of the current
situation
 addition of new knowledge
 removal or modification of obsolete knowledge
 coherence problems
 scalability
 user acceptance
should become a continuous activity
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 39
Examples of CM Methods
 CYGMA
 REX
 MKSM
 KAMM
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 40
CYGMA
Cycle de Vie et Gestion des Métiers et des
Applications, KADE-TEX
 construction of a professional memory in
manufacturing
 relies on six categories of industrial knowledge
 singular
knowledge
 terminological knowledge (dictionary)
 structural knowledge (ontology, factual knowledge base)
 behavioral knowledge
 strategic knowledge
 operational knowledge
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 41
REX
 needs
analysis and identification
 construction of elementary pieces of experiences
 construction of a computer-based representation
 implementation through a software system
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 42
MKSM
Method for Knowledge System Management
 systemic-based decision support method
 views knowledge assets as a complex system
 models this complex system through different
perspectives
 syntactical,
 different
semantic, pragmatic
components
 information
(data processing)
 signification (task modelling)
 context (activity modelling)
© 2001-2005 Franz J. Kurfess
[Dieng et al. 1999]
Knowledge Management Techniques 43
KAMM
© 2001-2005 Franz J. Kurfess
[Knowledge Associates 2000]
Knowledge Management Techniques 44
KAMM Architecture
© 2001-2005 Franz J. Kurfess
[Knowledge Associates 2000]
Knowledge Management Techniques 45
Knowledge Technology Framework
identifies key KM activities and related
knowledge[oriented techniques and tools
 personalization
 codification
 discovery
 creation/innovation
 capture/monitor
© 2001-2005 Franz J. Kurfess
[Milton et al. 1999]
Knowledge Management Techniques 46
Knowledge Technology
(Key: P"Person, K1"Knowledge 1echnology, I1"Information 1echnology)
© 2001-2005 Franz J. Kurfess
Knowledge Management Techniques 47
Personalization
 sharing
knowledge through person-to-person
contacts
 tools for more effective communication
 email,
message boards, chatrooms, personal ontologies
© 2001-2005 Franz J. Kurfess
[Milton et al. 1999]
Knowledge Management Techniques 48
Codification
 capturing
existing knowledge and placing it in
repositories
 tools and techniques for knowledge representation
 generic

models
rules, frames, case-based reasoning, ...
 specialized

techniques
task- or domain-specific
© 2001-2005 Franz J. Kurfess
[Milton et al. 1999]
Knowledge Management Techniques 49
Discovery
 searching
and retrieving knowledge from repositories
and data bases
 tools and techniques from information retrieval,
knowledge-based systems, natural language
processing
 search
engines, ontologies
© 2001-2005 Franz J. Kurfess
[Milton et al. 1999]
Knowledge Management Techniques 50
Creation/innovation
 generation
of new knowledge
 tools and techniques from cognitive science,
psychology
 brainstorming
 mainly
support, creativity assistance
a human endeavor
© 2001-2005 Franz J. Kurfess
[Milton et al. 1999]
Knowledge Management Techniques 51
Capture/Monitor
 capturing
knowledge as people work on their normal
task
 tools and techniques from Human-Computer
Interaction, AI
 audit
trails, case collections
© 2001-2005 Franz J. Kurfess
[Milton et al. 1999]
Knowledge Management Techniques 52
KM Framework
© 2001-2005 Franz J. Kurfess
[Macintosh et al. 1999]
Knowledge Management Techniques 53
KM Processes
© 2001-2005 Franz J. Kurfess
[Macintosh et al. 1999]
Knowledge Management Techniques 54
PROMOTE Architecture
© 2001-2005 Franz J. Kurfess
[Karagiannis & Telesko, 2000]
Knowledge Management Techniques 55
PROMOTE
Framework
© 2001-2005 Franz J. Kurfess
[Karagiannis & Telesko, 2000]
Knowledge Management Techniques 56
© 2001-2005 Franz J. Kurfess
Knowledge Management Techniques 57
Organizational Memory Context
© 2001-2005 Franz J. Kurfess
[Abecker et al. 1998b]
Knowledge Management Techniques 58
ContextSensitive
Knowledge
Supply
© 2001-2005 Franz J. Kurfess
[Abecker et al. 1998b]
Knowledge Management Techniques 59
Integration of Ontologies
© 2001-2005 Franz J. Kurfess
[Abecker et al. 1998b]
Knowledge Management Techniques 60
Knowledge Task Support
© 2001-2005 Franz J. Kurfess
[Abecker et al. 1998b]
Knowledge Management Techniques 61
Related Research Areas
© 2001-2005 Franz J. Kurfess
[Abecker et al. 1998b]
Knowledge Management Techniques 62
The KnowMore System Architecture
© 2001-2005 Franz J. Kurfess
[Abecker et al. 1998b]
Knowledge Management Techniques 69
The Know-Net Intranet- and AgentBased System Architecture
© 2001-2005 Franz J. Kurfess
[Abecker et al. 1998b]
Knowledge Management Techniques 72
Post-Test
© 2001-2005 Franz J. Kurfess
Knowledge Management Techniques 79
References
© 2001-2005 Franz J. Kurfess
Knowledge Management Techniques 81
Important Concepts and Terms













agent
automated reasoning
belief network
cognitive science
computer science
hidden Markov model
intelligence
knowledge representation
linguistics
Lisp
logic
machine learning
microworlds
© 2001-2005 Franz J. Kurfess







natural language processing
neural network
predicate logic
propositional logic
rational agent
rationality
Turing test
Knowledge Management Techniques 82
Summary KM Techniques
© 2001-2005 Franz J. Kurfess
Knowledge Management Techniques 83
© 2001-2005 Franz J. Kurfess
Knowledge Management Techniques 84