وب سایت شخصی اعضای هیئت علمی دانشگاه یزد · 10 5. km platform...

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�� Dr. Mohammad S. OwliaDr. Mohammad S. Owlia�� , ,�� Associate Professor, Industrial Engineering Department, Yazd University Associate Professor, Industrial Engineering Department, Yazd University

E-mail :[email protected] Website : http://www.owlia.ir

�� Knowledge Management Systems

Chapter 5- The Technology

Infrastructure

25. KM Platform Knowledge Management Systems- Dr. Owlia- Yazd University

KM

road

map


Technology Components of

KM

�Technology is an enabler of KM systems

� a balance between “must have” tools and “should have” tools (constrained by time/costs)

� Needs to support both tacit and explicit knowledge processes

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Knowledge Processes and

Technology Enablers

Objective Technology Enablers� Find knowledge Knowledge bases, Search and

retrieval tools, Employee skills

yellow pages.

� Create new knowledge Collaborative decision-making

processes, Notes databases, DSS

Tools

� Package and assemble Customized publishing tools,

Customized discussion groups,

Push technology

� Apply knowledge Search, retrieval, and storage tools

� Reuse and revalidate Customer support knowledge, knowledge

Knowledge bases, CoP, past project record databases

55. KM Platform Knowledge Management Systems- Dr. Owlia- Yazd University 3-5

User Interface(Web browser software installed on each user’s PC)

Authorized access control(e.g., security, passwords, firewalls, authentication)

Collaborative intelligence and filtering(intelligent agents, network mining, customization, personalization)

Knowledge-enabling applications(customized applications, skills directories, videoconferencing, decision support systems,

group decision support systems tools)

Transport(e-mail, Internet/Web site, TCP/IP protocol to manage traffic flow)

Middleware(specialized software for network management, security, etc.)

The Physical Layer(repositories, cables)

. . . . .

Databases Data warehousing

(data cleansing,

data mining)

Groupware

(document exchange,

collaboration)

Legacy applications

(e.g., payroll)

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2

3

4

5

6

7

LayerLayer…………User1 User2 Usern

KM Architecture


KM Architecture

�Visualize the building blocks of

a KM system in the form of

layers

�User Interface being the least

technical, and data repository

the most technical

�These layers represent internal

technologies of the company

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The User Interface (Layer 1)

� What user actually see......

� Interface between users

and the KM system

� Usually as a web browser

� Channels for Tacit and

Explicit Knowledge

� Platform Independent


IntranetAn intranet is the main tool for sharing knowledge

and allowing staff to tap the organisations know how.

� Primary aim– Create and distribute up-to-date information

– Give access to information resources within organisation

– Give access to historical information

– Create and maintain organisational memory

– Link people

� Targets– Knowledge repositories

– Mostly structured information (reports, manuals, and documents)

– Discussion databases/listservers for sharing information

– Hyperlink-connected Internet documents

– Groupware databases


Portals

� A simple concept: a personalized and customised Web-based interface that consolidates access to information, services and applications

� provides an “Information Ecology” for KM

� facilitates knowledge sharing

� facilitates knowledge transfer

� Makes organizational processes more transparent

� is a front end and a major component of KMS

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Types of KM Portals� Information portal provides instant access to

personalised content and services.

� Collaboration portal facilitates online real time communication, brainstorming sessions and allows selective push for relevant information.

� Team portal monitors efficient workflow-based task management among teams & members, sharing of skill sets.

� Expertise portal connects organisational experts to members who need their help (eg yellow pages, profiling, push/pull facilities, interactive sessions with experts).

� Learning portal maintains skill inventory, facilitates skill upgrading through online learning sessions.

http://www.aptech-worldwide.com/aptech/index.htm (accessed 2001)


Authorized Access Control

(Layer 2)

� Maintains security and

ensures authorized

access to the

knowledge stored in

company’s repositories

� Access points can be

intranet, Internet, and

extranet



(Layer 2)

Clients

•Suppliers

•Vendors

•Partners

•Customers

InternetIntranet

Extranet

Public

•News/events

•Marketing

•E-commerce

•Careers

•Human resource

information

•Production

information

•Sales

information

•Strategic plans

• Product information

•Sales information

•Collaboration/cooperat

ion

Company

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• Access privileges:Access privileges:Access privileges:Access privileges: Assign rights to

permit different levels of access to

data such as read-only, write, edit, and

delete capabilities.

• Firewalls:Firewalls:Firewalls:Firewalls: Construct a firewall

between the extranet and Internet.

• Backups:Backups:Backups:Backups: Create backups, staging

areas, and mirror sites.


(Layer 2)


Collaborative Intelligence

and Filtering (Layer 3)� PersonalizedPersonalizedPersonalizedPersonalized

views based on

roles and stored

knowledge

� Intelligent agentsIntelligent agentsIntelligent agentsIntelligent agentsto reduce search

time for needed

information


• in the client/

server setup, the

network load

primarily exists

between the client

and the server

• in the agent/

computing model,

this load is shifted

to the space

between the

agent and the

server

From Client/server to Agent

Computing

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Knowledge Delivery

� PULL ApproachPULL ApproachPULL ApproachPULL Approach

– User Choice : Users want the

knowledge

� PUSH ApproachPUSH ApproachPUSH ApproachPUSH Approach

– You want the users to have the

knowledge


“Pull” Approach

� User needs to be actively involved in

the search of information/knowledge

� They need to “go and get” what they

want when they want it

� Agents and web crawlers/spiders

can be set up to help with topic-

based search


“Push” Approach� Identifies what knowledge you need

to perform your task and provides it to you at the right time and in a right form;

� Based on knowledge replication;

� Organisational level decision on what is needed;

� Can include setting up training sessions for staff;

� Ease of use : workgroup

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Levels of Granularity


Customer Support and Knowledge levels


Tagging Attributes for

Knowledge Content� Searching on the basis of textual string

matching

� Content (both formal and informal)

should be tagged with attributes

� Tagging attributesA Activities

D Domain

F Form

T Type

P Products and services

I tIme

L Location

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Form Attribute

� paper

� electronic

� formal (file, word document, spreadsheet)

� informal (multimedia, sound, video tape)

� tacit or mental knowledge

� pointer (to person who has solved a problem of that nature before)


Type Attribute

� procedure

� guideline

� protocol

� manual

� reference

� worst practice report

� best practice report

� note

� memo

� failure report

� success report

� press report

� competitive

intelligence report


Product and Service Attribute

� Strategic consulting

� Implementation consulting

� e-commerce consulting

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Knowledge-Enabling

Application (Layer 4)

� Referred to as value-added layer

� Provides knowledge bases, discussion

databases, automation tools, etc.

– Video conference

– Yellow pages

– Digital whiteboard

– Electronic Forums

– DSS Tools


Knowledge-Enabling

Application (Layer 4)


Role of Intelligent Technology

� Modeling expertise– expert systems approach (“objectified”

knowledge “canned” in a computerised form)

� Solving problems by analogy– Case Based Reasoning (CBR) approach

� Simulating problem solving– neural networks

� Dealing with ambiguity– fuzzy logic

� Deriving rules from data– machine learning

� Evolving solutions– genetic algorithms

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A Comparison of Intelligence Tools


Transport Layer (Layer 5)� Most technical layer to

implement

� Includes LANs, WANs,

intranets, extranets, and

the Internet

� Ensures that the company

will become a network of

relationships

� Considers multimedia,

URLs, graphics,

connectivity speeds, and

bandwidths


Middleware (Layer 6)

� Focus on interfacing with legacy systems and programs residing on other platforms

� Designer should address databases and applications with which KM system interfaces

� Makes it possible to connect between old and new data formats

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Physical Repositories (Layer

7)� Bottom layer in the KM

architecture

� Represents the physical

layer where repositories

are installed

� Includes data

warehouses, legacy

applications, operational

databases, and special

applications for security

and traffic management


Supporting Technology and

Functionality� local area network

(LAN)

� intranet-based webs

� e-mail

� on-line publishing

� application distribution

� on-line search

� distributed databases

� multimedia data management

� e-mail archives

� frequently asked questions

� minutes of the meetings

� product information

� business intelligence

� project management

� reports

� news

� personal homepages

� videoconferences


� Efficient Protocol : secure and fast sharing of content across locations, mobile clients

� Portable operation : support OS environment in different departments

� Consistent and easy to use client interfaces

� Scalability

� Legacy integration from mainframe database

� Security

� Flexibility and customizability : in term of....

“What the user sees and needs to see”“What the user sees and needs to see”“What the user sees and needs to see”“What the user sees and needs to see”

KM Platform Basic Needs

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Currently Use of KM

Technologies

Source: S.Zyngier, KM Survey in Australian corporate environment


Issues for the Technology

Infrastructure

� Privacy

� Intellectual property

� Confidentiality

� Copyright

� Change of media

� Change of work practices

(20%technology-80%culture)


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