CPECSC 580 Knowledge Management Dr Franz J Kurfess

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 u u Introduction Knowledge Processing u u Knowledge Organization u u u Classification, Categorization Ontologies, Taxonomies, Thesauri Knowledge Retrieval u u u Knowledge Acquisition, Representation and Manipulation Information Retrieval Knowledge Navigation Knowledge Presentation u Knowledge Visualization © 2001 -2005 Franz J. Kurfess u Knowledge Capture, Transfer, and Distribution u Usage u of Knowledge Access Patterns, User Feedback u Knowledge Techniques u Exchange Management Topic Maps, Agents u Knowledge Management Tools u Knowledge Management in Organizations Knowledge Management Techniques 2

Overview Knowledge Management Techniques u Motivation u Topic u Objectives u u Evaluation u Criteria u Chapter Introduction u u u Review of relevant concepts Overview new topics Terminology u Topic u u 1 Subtopic 1. 2 © 2001 -2005 Franz J. Kurfess Subtopic 2. 1 Subtopic 2. 2 u Topic u u 2 3 Subtopic 3. 1 Subtopic 3. 2 u Important Concepts and Terms u Chapter Summary Knowledge Management Techniques 3

Logistics u Introductions u Course Materials u textbook u handouts u Web page u Course. Info/Blackboard System and Alternatives u Term Project u Lab and Homework Assignments u Exams u 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) u definition attempts u purpose u concepts u implementation © 2001 -2005 Franz J. Kurfess Knowledge Management Techniques 12

Definition Attempts Corporate Memory u explicit, disembodied, persistent representation of knowledge and information in an organization [Van Heijst, van der Spek and Kruizinga 1996] u may include knowledge on products, production processes, clients, marketing strategies, plans, strategic goals, etc. u the collective data and knowledge resources of a company [Nagendra Prasad and Plaza 1996] u 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 u capitalization of knowledge u integration of resources and know-how u 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 u list existing knowledge u determine required knowledge u develop new knowledge u allocate new and existing knowledge u apply knowledge u maintain knowledge u dispose of knowledge © 2001 -2005 Franz J. Kurfess [Dieng et al. 1999] Knowledge Management Techniques 15

Corporate Memory Management u detection of needs u construction of the corporate memory u diffusion of the corporate memory u use of the corporate memory u evaluation u 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 u technological (computer science, information technology) u concentrate on technical and implementation aspects u may neglect requirements and constraints of systems in practical use u organizational (CKO) u emphasize the role of CM in an organization u 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 u avoid u knowledge loss departure, retirement, change of roles of employees u exploit u u cumulative technical know-how successful and failed projects u utilize u u past experience collective knowledge for strategic purposes detection of new opportunities reaction to changes u improve u knowledge exchange and communication establish venues for sharing information u improve learning u integrate knowledge from different areas u cross-disciplinary knowledge exchange © 2001 -2005 Franz J. Kurfess [Dieng et al. 1999] Knowledge Management Techniques 21

Knowledge in Organizations u explicit knowledge u specific know-how to design, build, sell and support products and services u tacit knowledge u individual and collective skills enabling the organization to act, adapt, and evolve u tangible knowledge components u data, procedures, plans, models, algorithms, documents of analysis and synthesis u intangible knowledge components u 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 u technical memory u know-how of the employees about technical aspects u organizational u knowledge u project memory about the internal structure of an organization memories u lessons u individual and experiences from past projects memories u status, know-how, activities, relationships of individual employees u internal vs. external memory u indicates the source of relevant knowledge and information © 2001 -2005 Franz J. Kurfess [Dieng et al. 1999] Knowledge Management Techniques 23

CM Needs u organization u not is also a knowledge production unit necessarily as primary purpose u depends on size, type, and organizational scheme of the organization u e. g. u needs distributed network of consultants of individual users vs. organizational needs u detecting the “right” needs can be difficult u target users, domains, tasks, situations, knowledge © 2001 -2005 Franz J. Kurfess [Dieng et al. 1999] Knowledge Management Techniques 24

Determination of CM Needs u stakeholder-centered u influenced by the members of the community of people affected by or invested in the system u requirements u early v 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 u CSCW, KBMS, MIS, . . . © 2001 -2005 Franz J. Kurfess [Dieng et al. 1999] Knowledge Management Techniques 25

CM Construction u sources u non-computational CM u document-based CM u knowledge-based CM u case-based CM u distributed CM u project-centered CM u combinations of several techniques © 2001 -2005 Franz J. Kurfess [Dieng et al. 1999] Knowledge Management Techniques 26

Sources u human sources u domain experts, experienced specialists, people with organizational memories u physical u printed documents, notes, design artifacts, products, tools, etc. u digital documents u 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 u establishment of paper-based knowledge repository u existing documents u generation of new documents synthesis of knowledge not explicit in reports, technical documentation, etc. v improve strategies and structural aspects of the organization v u systematic generation of knowledge in an organization u may be the predecessor to a digital CM © 2001 -2005 Franz J. Kurfess [Dieng et al. 1999] Knowledge Management Techniques 28

Document-based CM u comprises u may all existing documents in an organization be in paper-based or digital form u organizes the collection in a systematic way u indexing u interface v 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 u based on the elicitation and explicit modeling of knowledge from experts u may use a formal knowledge representation framework u this is often quite expensive u serves as an assistant to human “knowledge workers” u different from traditional expert systems u 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 u utilizes case-based reasoning u past experiences are collected in a (semi-)formal representation mechanism u allows the comparison of “cases” u the assumption is that new problems can often be solved by looking up solutions to previous problems u helps with the concentration of expertise around specific cases u 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 u emphasis on collaboration and knowledge-sharing across traditional boundaries u geographically distributed persons/groups u structurally separated entities v common tasks, domains u essential u 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 u captures the relevant knowledge accumulated while working on a project u discussions, u important arguments, decisions, compromises, etc. aspects u represent and reconcile perspectives of different stakeholders u changes of priorities in the project u communication of decision rationales u recovery of insights and solutions from past scenarios v “re-inventing the wheel” u example u issue-based © 2001 -2005 Franz J. Kurfess information system (IBIS) [Rittel 1972] [Dieng et al. 1999] Knowledge Management Techniques 33

Combinations of Several Techniques u informal and formal knowledge representation methods u combination of paper-based and digital documents u semi-automatic extraction of knowledge u collaborative construction of “community knowledge” u integration of existing components u 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 u diffusion modes u knowledge attic archive that can be consulted when needed v collection and diffusion are passive v u knowledge v sponge active collection, passive diffusion u knowledge publisher relevant elements are distributed to users v passive collection, active distribution v u knowledge pump specific roles or methods for collection of relevant knowledge v active collection and active diffusion v © 2001 -2005 Franz J. Kurfess [Dieng et al. 1999] Knowledge Management Techniques 35

Diffusion via Intranet/Internet u frequently centered around Web servers u has some conceptual and technical limitations, but substantial benefits u confidentiality, © 2001 -2005 Franz J. Kurfess security, reliability, distraction, etc. [Dieng et al. 1999] Knowledge Management Techniques 36

Knowledge and Information Retrieval u traditional index-based techniques are integrated in most approaches to CM u enhancements through advanced techniques u ontologies u collaborative filtering u intelligent agents © 2001 -2005 Franz J. Kurfess Knowledge Management Techniques 37

Evaluation u financial perspective u improve the bottom-line of the organization u may be difficult to measure u organizational perspective u work environment u employee satisfaction u technical u 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 u should be based on the evaluation of the current situation u addition of new knowledge u removal or modification of obsolete knowledge u coherence problems u scalability u user acceptance should become a continuous activity © 2001 -2005 Franz J. Kurfess [Dieng et al. 1999] Knowledge Management Techniques 39

Examples of CM Methods u CYGMA u REX u MKSM u 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 u construction of a professional memory in manufacturing u relies on six categories of industrial knowledge u singular knowledge u terminological knowledge (dictionary) u structural knowledge (ontology, factual knowledge base) u behavioral knowledge u strategic knowledge u operational knowledge © 2001 -2005 Franz J. Kurfess [Dieng et al. 1999] Knowledge Management Techniques 41

REX u needs analysis and identification u construction of elementary pieces of experiences u construction of a computer-based representation u implementation through a software system © 2001 -2005 Franz J. Kurfess [Dieng et al. 1999] Knowledge Management Techniques 42

MKSM Method for Knowledge System Management u systemic-based decision support method u views knowledge assets as a complex system u models this complex system through different perspectives u syntactical, u different semantic, pragmatic components u information (data processing) u signification (task modelling) u 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 u personalization u codification u discovery u creation/innovation u capture/monitor © 2001 -2005 Franz J. Kurfess [Milton et al. 1999] Knowledge Management Techniques 46

Knowledge Technology (Key: P"Person, K 1"Knowledge 1 echnology, I 1"Information 1 echnology) © 2001 -2005 Franz J. Kurfess Knowledge Management Techniques 47

Personalization u sharing knowledge through person-to-person contacts u tools for more effective communication u email, message boards, chatrooms, personal ontologies © 2001 -2005 Franz J. Kurfess [Milton et al. 1999] Knowledge Management Techniques 48

Codification u capturing existing knowledge and placing it in repositories u tools and techniques for knowledge representation u generic v models rules, frames, case-based reasoning, . . . u specialized v techniques task- or domain-specific © 2001 -2005 Franz J. Kurfess [Milton et al. 1999] Knowledge Management Techniques 49

Discovery u searching and retrieving knowledge from repositories and data bases u tools and techniques from information retrieval, knowledge-based systems, natural language processing u search engines, ontologies © 2001 -2005 Franz J. Kurfess [Milton et al. 1999] Knowledge Management Techniques 50

Creation/innovation u generation of new knowledge u tools and techniques from cognitive science, psychology u brainstorming u mainly support, creativity assistance a human endeavor © 2001 -2005 Franz J. Kurfess [Milton et al. 1999] Knowledge Management Techniques 51

Capture/Monitor u capturing knowledge as people work on their normal task u tools and techniques from Human-Computer Interaction, AI u 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. 1998 b] Knowledge Management Techniques 58

Context. Sensitive Knowledge Supply © 2001 -2005 Franz J. Kurfess [Abecker et al. 1998 b] Knowledge Management Techniques 59

Integration of Ontologies © 2001 -2005 Franz J. Kurfess [Abecker et al. 1998 b] Knowledge Management Techniques 60

Knowledge Task Support © 2001 -2005 Franz J. Kurfess [Abecker et al. 1998 b] Knowledge Management Techniques 61

Related Research Areas © 2001 -2005 Franz J. Kurfess [Abecker et al. 1998 b] Knowledge Management Techniques 62

The Know. More System Architecture © 2001 -2005 Franz J. Kurfess [Abecker et al. 1998 b] Knowledge Management Techniques 69

The Know-Net Intranet- and Agent. Based System Architecture © 2001 -2005 Franz J. Kurfess [Abecker et al. 1998 b] 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 u u u u 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 u u u u 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