THE STRATEGIC ROLES OF IT in EXPEDITING THE IMPLEMENTATION of KNOWLEDGE MANAGEMENT SYSTEM and...

THE STRATEGIC ROLES OF IT in EXPEDITING THE IMPLEMENTATION of KNOWLEDGE MANAGEMENT SYSTEM and BUSINESS INTELLIGENCE Semarang, 18 June 2009

Universitas Subang

Conference Material

Background

2

Four Ms Plus

Men

Machines

Materials

Money

Knowledge

The Classification

According to Ackoff*, the content of the human mind can be classified according to 5 categories:

1.  Data: symbols 2.  Information: data that are processed to be useful;

provides answers to "who", "what", "where", and "when" questions

3.  Knowledge: application of data and information; answers "how" questions

4.  Understanding: appreciation of "why" 5.  Wisdom: evaluated understanding.

3

The Philosophy

4

understanding

connectedness

data

information

knowledge

wisdom

understanding relations

understanding patterns

understanding principles

The Example

1.  Data represents a fact or statement of event without relation to other things (e.g. It is raining.)

2.  Information embodies the understanding of a relationship, possibly cause and effect (e.g. The temperature dropped 15 degrees and then it started raining).

3.  Knowledge represents a pattern that connects and provides predictability as to what will happen next (e.g. If the humidity is high and the temperature drops the atmosphere is unlikely to be able to hold the moisture so it rains).

4.  Wisdom embodies an understanding of fundamental principles embodied within the knowledge. Wisdom is essentially systemic (e.g. To understand rain encompasses an understanding of all the interactions that happen between raining, evaporation, air currents, temperature gradients, changes, and raining).

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Paradigm Shift

6

The Intelligent Person

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Business Facts

Data

Information

Knowledge

Wisdom

+ procedure

+ context

+ experience

+ governance

INTELLIGENT PERSON

8

IT Positioning Framework

The Essence of Knowledge

The Values of Managing Knowledge

The IT Roles in Knowledge Management

THE ESSENCE OF KNOWLEDGE

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Definitions of ““Knowledge””

n  The psychological result of perception and learning and reasoning (Princeton University)

n  The awareness and understanding of facts, truths or information gained in the form of experience or learning, or through introspection (Wikipedia)

n  Organized or contextualised information which can be used to produce new meanings and generate new data (Christlinks)

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n  The act or condition of knowing something with a familiarity gained through experience or association (CalvaryChapel)

n  What is known by perceptual experience and reasoning (Ichnet)

n  Acquired information necessary to do the job (University of Washington)

n  The internalization of information, data, and experience (Earthlink)

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n  Concept-driven conversation, such as “how things work” discussions and explanation of language (Lawrence University)

n  Relationships, facts, assumptions, heuristics and models derived through the formal and informal analysis or interpretation of data (Cordis)

n  Something built up from interaction with the world, and is organised and stored in each individual's mind (New Zealand Government)

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n  The broad range of information held by a person (GN Magazine)

n  The acquaintance with facts, truths or principles as from study or investigation or the familiarity with a partaker subject, branch of learning (SeattleCenter)

n  The distillation of information that has been collected, classified, organized, integrated, abstracted and value added (Centc)

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n  The facts or principles relating to a particular subject or subject area (California Insurance Association)

n  Theoretical and/or practical understanding of matters worth knowing (Curtin University of Technology)

n  The broad range of information held by a person (GN Magazine)

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n  The human capacity (both potential and actual) to take effective action in varied and uncertain situations (Mountainquest Institute)

n  a) the condition of knowing something with familiarity gained through experience or association; b) the condition of being aware of something; c) the condition of apprehending truth or fact; d) the condition of having information or of being learned (AT&T)

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Common Denominations

KNOWLEDGE

INFORMATION EXPERIENCE

PEOPLE

VALUE ORGANISATION PERFORM

The Knowledge Characteristics

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Tacit Knowledge - Embedded in individual experience - Highly personal - Hard to articulate

[Source: Nonaka and Takeuchi]

Explicit Knowledge - Can be articulated - Expressible in words and numbers

The Roles of IT within KM

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Capture (Re) Organize Access (Re)Use Create

Manage

Knowledge Mngt. Application

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Technology Responsibilities

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  To help the company in:

… delivering the right knowledge to the right people at the right time …

and

… the people will get the right knowledge at the right time …

THE VALUE OF MANAGING KNOWLEDGE

22

Definitions of Knowledge Mngt.

n  Capturing, organizing, and storing knowledge and experiences of individual workers and groups within an organization and making this information available to others in the organization (Ahima Library)

n  The name of a concept in which a company or organization consciously and comprehensively gathers, organizes, shares, and analyzes its knowledge in terms of resources, documents, and people skills (UK Learning Technology)

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n  A method for gathering information and making it available to others (QualisHealth)

n  The way a company stores, organizes and accesses internal and external information (MIT)

n  The collection, organization, analysis, and sharing of information held by workers and groups within an organization (World Wide Learning)

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n  It is the process of transforming information and intellectual assets into enduring value (University of Southern Australia)

n  A system or framework for managing the organizational processes that create, store and distribute knowledge, as defined by its collective data, information and body of experience (BridgeField Group)

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n  A business process that formalizes management and leverage of a firm's intellectual assets (Business Resources)

n  A multi-disciplined approach to achieving organisational objectives by making best use of knowledge (New South Wales Government)

n  Is a process for optimizing the effective application of intellectual capital to achieve objectives (MountainQuest Institute)

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n  Discipline within an organisation that ensures that the intellectual capabilities of an organisation are shared, maintained and institutionalised (DreamCatcher Inc.)

n  The process of creating, capturing, and using knowledge to enhance organizational performance (ASTD)

n  Is the organization, creation, sharing and flow of knowledge within organizations (Wikipedia)

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Business Values Domain

FINANCIAL CUSTOMERS

GROWTH INTERNAL

Business Value of

Information Technology

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Value Perspective: FINANCIAL

Expand market share.

Increase revenue.

Return on investment.

Optimise asset utilisation.

Manage business risks.

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Value Perspective: CUSTOMER

Improve customer orientation and service.

Offer competitive products and services.

Service availability.

Agility in responding to changing business needs.

Cost optimisation of service delivery.

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Value Perspective: INTERNAL

Automate and integrate the enterprise value chain.

Improve and maintain business process functionalities.

Lower process costs.

Compliance with external laws and regulations.

Transparency.

Compliance with internal policies.

Improve and maintain operational and staff productivity.

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Value Perspective: GROWTH

Product and business innovation.

Obtain reliable and useful information for strategic decision.

Acquire and maintain skilled and motivated personnel.

THE IT ROLES IN KNOWLEDGE MANAGEMENT

33

The Seven Dimension of IT for KM

1.  Transformation Dimension 2.  Presentation Dimension 3.  Management Dimension 4.  Infrastructure Dimension 5.  Repository Dimension 6.  Discourse Dimension 7.  Preference Dimension

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Transformation Dimension

#1 Since information is the raw materials of knowledge, then information technology helps the people or/and organisation to transform information into valuable knowledge.

Example: MIS, Expert System, Artificial Intelligence, Report and Query Tools, What-If Simulation, etc.

35

Presentation Dimension

#2 Since most of the knowledge - especially explicit ones - can be digitised, then information technology supports the technique to represent knowledge in a very effective and efficient way.

Example: Text, Graphic, Image, Sound, Audio, Video, Virtual Reality, 3D-Hologram System, etc.

36

Management Dimension

#3 Since knowledge should be gather, organised, stored, accessed, disseminated, and distributed, then information technology can enable the best way of managing it.

Example: Electronic Document Management System, Workflow-Based Operation, Digital Archiving and Record Mechanism, etc.

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Infrastructure Dimension

#4 Since the acquisition of knowledge takes place through the exchange of information within the web of sources, information technology provides the communities with appropriate interchange backbone.

Example: Internet, Intranet, Extranet, VPNs, Office or Regional Zoning System, etc.

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Repository Dimension

#5 Since by nature the world of knowledge (volume) is expanding exponentially, the information technology should be able to contain them with “unlimited” dynamic memory storehouse.

Example: Datawarehouse, DataMart, Proxy System, Giant Cache Memory, etc.

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Discourse Dimension

#6 Since knowledge is coming from the interaction between or among individuals, information technology should be able to provide them with a good number of communication means.

Example: Chatting System, Email, Mailing List, IRC, Tele Conference, Blogging, etc.

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Preference Dimension

#7 Since the size and volume of knowledge are humongous in nature, the information technology should give the way(s) on how to select relevant and quality knowledge for the users.

Example: Portal, Wikipedia, Search Engines, Community of Interest Websites, etc.

From TRADITIONAL to SITUATIONAL Implementation

Toward BUSINESS INTELLIGENCE

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BI Definition

42

  Leveraging information assets within key business processes to achieve improved business performance

  For the private sector, efforts are generally focused on increasing Profit and realizing a positive Return on Investment (ROI)

Another Definition

  A Simple Definition: The applications and technologies transforming Business Data into Action

  Business intelligence (BI) is a business management term   refers to applications and technologies

which are used to gather, provide access to, and analyze data and information about their company operations.

  Business intelligence systems can help companies gain more comprehensive knowledge of the factors affecting their business, and help companies to make better business decisions.

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Simple Example

44

Traditional Business Intelligence

45

Application Examples

46

Trauma Transfer Capacity and

Capability Status The information provided below was generated on December 4, 2008 at 09:42

See Important Disclaimer Below

Utilization Sur vey

Available Temporarily Not Available Permanently Not Available

Metropolitan Region Burn Unit

Cardiac Thoracic Surgery

CT Scan M R I

Emergency Room

ENT Maxio

Surgery General Surgery

Hand Surgery

I C U Beds

Neuro Surgery

OB GYN

Surgery Orthopedic

Surgery Spine

Trauma

Arkansas Childrens Open Open Open Open Open Open Open Open Open Not

Avail Open Open

Arkansas Heart Not Avail Open Open Open Not

Avail Open Not Avail Open Not

Avail Not

Avail Not Avail Not Avail

Baptist Health Med - LR

Not Avail Open Open Open Open Open Not

Avail Open Open Open Open Open

Baptist Health Med - NLR

Not Avail Open Open Open Open Open Open Open Not

Avail Open Open Open

Conway Regional Not Avail Open Open Open Open Open Not

Avail Open Not Avail Open Open Not

Avail North Metro Med Center

Not Avail

Not Avail Open Open Not

Avail Open Not Avail Open Not

Avail Not

Avail Open Not Avail

Saline Memorial Not Avail

Not Avail

Not Avail Open Open Open Not

Avail Open Not Avail Open Open Not

Avail St. Vincent Infirmary

Not Avail Open Open Open Open Open Open Open Not

Avail Open Open Open

Next Generation Business Intelligence

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Internet

Intranet Information Extraction Semantic Integration

Load/Refresh or ad-hoc

Text Text Text

Text Text XLS

Text Text XML

Who is leading in American Idol?

Who are the biggest players in the Linux market?

Which insurance policy customers are at risk of being hit by

a current storm?

Analysis Schema and

Entities

The next genera�on of Business Intelligence (NGBI) correlates data warehouses with text and semi-‐structured data from webservices of corporate intranets and the internet

Data Warehouse Data Marts

1.  Data Warehouse 2.  Masterdata 3.  Information Providers 4.  Information Marketplaces 5.  Crawling (Internet/Intranet)

Data Source iden�fica�on

Atomic En�ty extrac�on

Schema extrac�on Data Cleansing Data Fusion

Phase One

Phase Two

1.  Out-of-the box data 2.  Web Services for complex, atomic and named entities

3.  Frameworks 4.  Infrastructures for extracting, managing and scalable storage of

named entities

5.  Web Services for extracting named entities

6.  Basic Components 7.  Screen scraper Ad

di�onal extrac�on and data cleansing effort







Phase Two

Phase Three

Company Technology -‐> Company

Pre Process Base extrac�on Schema extrac�on Data Cleansing Data Fusion

Phase Four

Duplicates


Data Source A

Schema Mapping

Duplicate Detec�on

Data Fusion

Data Source B

iPhone 3 Gen 299.95

iPhone 3G 199.99

Apple

Apple

iPhone 3 Gen 199.99 Apple max length min In

form

a�on Integra�on

match


e.g., Hummer (U Potsdam)

Phase Five

b c a -‐ b -‐ a d

b c a d

b -‐ a -‐ b -‐ a -‐

b -‐ a -‐

b c a -‐ b -‐ a -‐

b c a -‐

b c a -‐ e -‐ a d

f(b,e) ‏ c a d

Integra�on of complementary tuples

Elemina�on of iden�cal tuples

Elemina�on of subsumed tuples

Conflict resolu�on


Phase Five

The Principles

1.  Knowledge originates in people’s heads 2.  Knowledge is useful to firms when it is shared

among people 3.  Knowledge requires a cultural change (or

specific orientation) 4.  Technology provides new ways of capturing,

sharing and retaining knowledge

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Caveat

OLD ORGANISATION +

INFORMATION TECHNOLOGY =

OLD AND EXPENSIVE ORGANISATION

Thank You

Questions and Answers

For more information, please contact +62 (819) HARVARD/4278273

THE STRATEGIC ROLES OF IT in EXPEDITING THE IMPLEMENTATION of KNOWLEDGE MANAGEMENT SYSTEM and...

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