Chapter 11 Managing knowledge and artificial
intelligence
Learning objectives:
11.1 What is the role of knowledge management systems in business?
11.2 What are the artificial intelligence (AI) and machine learning? How do businesses use AI?
11.3 What types of systems are used for enterprise-wide knowledge management, and how do they
provide value for businesses?
11.4 What are the major types of knowledge works systems, and how do they provide value for
firms?
11.5 How will MIS help my career?
Cases
Roche: Managing Diabetes with Big Data and Mobile Apps
Singapore Sports Institute Uses Analytics for SEA Games
Will Robots Replace People in Manufacturing?
GE Bets on the Internet of Things and Big Data Analytics
11.1 What is the role of knowledge management systems in business?
Knowledge management and collaboration systems are among the fastest growing areas of
corporate and government software investment, they are closely related to each other. Knowledge
becomes useful when it is shared throughout the firm. We live in an info economy in which the major
source of wealth and prosperity is the production and distribution of info and knowledge. Knowledge
management has become an important theme at many large business firms as managers realize that
much of their firm’s value depends on the firm’s ability to create and manage knowledge.
Important dimensions of knowledge
- Data – flows of events or transactions captured by the organizations systems that are useful
for transacting
- Information – to turn data into info, a firm must expend resources to organize data into
categories of understanding
- Knowledge – to turn info into knowledge, a firm must expend additional resources to
discover patterns, rules, and context where the knowledge works
Tacit knowledge = knowledge residing in the mind of employees that not have been
documented & explicit knowledge = knowledge that has been documented
Knowledge is a firm asset, has different forms, has a location, is situational
- Wisdom – the collective and individual experience of applying knowledge to the solution of
problems, involves where, when and how to apply the knowledge
Organizational learning = organizations that adjust their behavior to reflect that learning by creating
new business processes and by changing patterns of management decision making
The knowledge management value chain
Knowledge management = set of business processes developed in an organization to create, store,
transfer and apply knowledge; increases the ability of the organization to learn from its environment
and to incorporate knowledge into its business processes
, Each stage of the knowledge management value chain adds value to raw data and info as they are
transformed into usable knowledge
1. Knowledge acquisition
2. Knowledge storage
3. Knowledge dissemination (= verspreiden van kennis)
4. Knowledge application
In addition to the activities just mentioned, managers can help by developing new organizational
roles and responsibilities for the acquisition of knowledge, including the creation of chief knowledge
officer executive position, dedicated staff positions (knowledge managers) and communities of
practice (COPs) (=informal social networks of professionals and employees within and outside the
firm who have similar work-related activities and interests; include self-education, group education,
conferences, online newsletters, day-to-day sharing of experiences and techniques to solve specific
work problems)
Types of knowledge management systems
- Enterprise-wide knowledge management systems
General-purpose firmwide efforts to collect, store, distribute, and apply digital content and
knowledge.
- Knowledge work systems
Specialized systems built for engineers, scientists, and other knowledge workers charged
with discovering and creating net knowledge for a company
CAD (computer-aided design)
intelligence
Learning objectives:
11.1 What is the role of knowledge management systems in business?
11.2 What are the artificial intelligence (AI) and machine learning? How do businesses use AI?
11.3 What types of systems are used for enterprise-wide knowledge management, and how do they
provide value for businesses?
11.4 What are the major types of knowledge works systems, and how do they provide value for
firms?
11.5 How will MIS help my career?
Cases
Roche: Managing Diabetes with Big Data and Mobile Apps
Singapore Sports Institute Uses Analytics for SEA Games
Will Robots Replace People in Manufacturing?
GE Bets on the Internet of Things and Big Data Analytics
11.1 What is the role of knowledge management systems in business?
Knowledge management and collaboration systems are among the fastest growing areas of
corporate and government software investment, they are closely related to each other. Knowledge
becomes useful when it is shared throughout the firm. We live in an info economy in which the major
source of wealth and prosperity is the production and distribution of info and knowledge. Knowledge
management has become an important theme at many large business firms as managers realize that
much of their firm’s value depends on the firm’s ability to create and manage knowledge.
Important dimensions of knowledge
- Data – flows of events or transactions captured by the organizations systems that are useful
for transacting
- Information – to turn data into info, a firm must expend resources to organize data into
categories of understanding
- Knowledge – to turn info into knowledge, a firm must expend additional resources to
discover patterns, rules, and context where the knowledge works
Tacit knowledge = knowledge residing in the mind of employees that not have been
documented & explicit knowledge = knowledge that has been documented
Knowledge is a firm asset, has different forms, has a location, is situational
- Wisdom – the collective and individual experience of applying knowledge to the solution of
problems, involves where, when and how to apply the knowledge
Organizational learning = organizations that adjust their behavior to reflect that learning by creating
new business processes and by changing patterns of management decision making
The knowledge management value chain
Knowledge management = set of business processes developed in an organization to create, store,
transfer and apply knowledge; increases the ability of the organization to learn from its environment
and to incorporate knowledge into its business processes
, Each stage of the knowledge management value chain adds value to raw data and info as they are
transformed into usable knowledge
1. Knowledge acquisition
2. Knowledge storage
3. Knowledge dissemination (= verspreiden van kennis)
4. Knowledge application
In addition to the activities just mentioned, managers can help by developing new organizational
roles and responsibilities for the acquisition of knowledge, including the creation of chief knowledge
officer executive position, dedicated staff positions (knowledge managers) and communities of
practice (COPs) (=informal social networks of professionals and employees within and outside the
firm who have similar work-related activities and interests; include self-education, group education,
conferences, online newsletters, day-to-day sharing of experiences and techniques to solve specific
work problems)
Types of knowledge management systems
- Enterprise-wide knowledge management systems
General-purpose firmwide efforts to collect, store, distribute, and apply digital content and
knowledge.
- Knowledge work systems
Specialized systems built for engineers, scientists, and other knowledge workers charged
with discovering and creating net knowledge for a company
CAD (computer-aided design)
