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- Nirmala Apsingikar

I.T. in DECISION-MAKING-II Enabling Knowledge-Driven Decision-Making with INFORMATION TECHNOLOGY GMP for PGCIL 21/Aug/2001. - Nirmala Apsingikar. Knowledge Flows. Knowledge flows (both ways) between Corporate Data Stores (Data Warehouses) “Project” Data Stores

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- Nirmala Apsingikar

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  1. I.T. in DECISION-MAKING-IIEnabling Knowledge-Driven Decision-Making withINFORMATION TECHNOLOGYGMP for PGCIL21/Aug/2001 -Nirmala Apsingikar Nirmala/ASCI

  2. Knowledge Flows • Knowledge flows (both ways) between • Corporate Data Stores (Data Warehouses) • “Project” Data Stores • Crucial to store generated “data”, interpretations and lessons learned so that the knowledge asset is available to others in the corporation Nirmala/ASCI

  3. Much Knowledge is lost(or never captured at all) • Interpretations and generated knowledge lost … • kept in people’s heads & • people leave or forget • teams get reconstituted • kept in private files & • files get lost or separated • backed-up, not archived • Buried in piles of documents and data • Costly errors are repeated due to • disregard of previous experience • Knowledge is not managed as an asset Nirmala/ASCI

  4. Knowledge Management? • Utilising the collective knowledge, experience and competencies available internally and externally to the organisation whenever and wherever they are required. • P.Feranley & M.Horder, Ernst & Young • A discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing enterprise information assets - (Gartner Group) Nirmala/ASCI

  5. What are Knowledge Organizations ? • Evaluate who has and who needs knowledge • Determine when, where and how to apply this knowledge • Identify essential knowledge domains and elements in Business processes • Utilize Knowledge by making it available to their employees, management and customers Nirmala/ASCI

  6. Product/Service Design & Development Product Success rates Cycle time Low design rework Customer and Issue Management Customer Satisfaction Needs capturing (for products/services) Breadth of service coverage Success Measures to look for …… • Business Planning • Discover trends • Crisis response time • Competitive awareness • Act on incomplete info. • Employee Mgmt. and Development • Education level • Training participation • Skill Alignment • Productivity Nirmala/ASCI

  7. Knowledge LifecycleKnowledge Lifecycle • In each Domain of Enterprise Activity Two Basic Processes : • Knowledge Production / Creation • Knowledge Integration • Experiential Feedback Loops complete the Knowledge Life Cycle • Individual learning • Learning thru communication • Learning thru maintaining a corporate memory Nirmala/ASCI

  8. The Knowledge Life CycleKnowledge Production Info. On VKC Individ. And Grp. Learning Validated KC Knowledge Validation Process Knowledge Claim Formulation Codified KC Info on UKC ORG. KNOW LEDGE Un-validated KC Information Acquisition Info on IKC Invalid Knowledge Invalid KC Nirmala/ASCI

  9. Knowledge LifecycleKnowledge Integration Broad- casting Teaching Org. Know- ledge Searching Retrieving Sharing Nirmala/ASCI Feedback

  10. Knowledge Management Infrastructure • Common Communications • Knowledge Bases • Access to Knowledge / Information Sources • Knowledge sharing mechanisms • Experiential Knowledge Sharing Mechanisms: • Communities of Practice • Unified Vocabulary (Ontologies) • Groupware Nirmala/ASCI

  11. Knowledge Management Infrastructure: “Corporate Memory” • Data Warehouses • Knowledge Warehouses • Data and Knowledge Bases • Lessons Learned databases • Best Practices • Case-based problem-solving • Others Nirmala/ASCI

  12. Knowledge bases, Knowledge Discovery Examples : PWC • ODIE (On Demand Information Extractor) scans roughly 1000 newsletters on management changes in various businesses every night • Understands business language of the newsletters and makes sense of the data to help consultants use the information effectively • Knowledge View is best-practices database which allows views by industry, process, performance measure, and enabler • (4000 ontology entries ; Lotus notes Nirmala/ASCI

  13. Knowledge Management Processes • Knowledge Representation • Knowledge Filtering • Knowledge Searching • Search Engines • Intelligent Agents • Visualization Models • e g Perspecta Nirmala/ASCI

  14. Knowledge Search TechniquesVisualization Models • e g Perspecta • Creates Smart Content using metainformation derived from source documents (structured and unstructured) • Document Analysis Engine does Linguistic Analysis and tags documents • SmartContent Server analyses tagged information and identifies relationships between documents, creates a model • User can browse through and information is downloaded using just-in-time Nirmala/ASCI

  15. The eWISe Knowledge Framework Nirmala/ASCI

  16. Enterprise Information Portals • Enterprise Information Portals are: Applications that enable organizations; to unlock internally and externally storedinformation; and provide users a single gateway; to personalized information needed; to make informed business decisions Nirmala/ASCI

  17. Enterprise Information PortalsCharacteristics • Use both push and pull technologies • Provide Standardized web-based interface • Provide interactivity : Questioning, Sharing of information on user desktops • Integrate disparate applications • Access and exchange information with internal and external data/info. sources Nirmala/ASCI

  18. Enterprise Information PortalsHow are they Different from Data Warehousing Systems? • Integration of Content Management Systems • Increased emphasis on exchange of data with external data stores • Emphasis on sharing of data among users • Renewed emphasis on data mining and analytical applications • Integration of disparate applications and data stores Nirmala/ASCI

  19. Enterprise Information PortalsHow are they Different from Data Warehousing Systems? Integration of Content Management Systems • Data Warehousing essentially structured data from OLTP systems • EIP : Web Documents, Research Reports, Contracts, Brochures, etc. in addition to structured data from Data Warehouses • Implies use of imaging technologies; • Concept-based searching; text-mining; • Increased importance of intelligent agents Nirmala/ASCI

  20. Enterprise Information PortalsHow are they Different from Data Warehousing Systems? Exchange of Data • Connectivity issues Sharing of information, ideas • Groupware, collaborative workflows, messaging, meetings, etc; expertise profiling Increased Emphasis on Data Mining • Data Mining thru Web Interfaces, text mining • Validation of Data, simulation, forecasting Nirmala/ASCI

  21. PortalsProducts Available • Knowledge Portals E g : KM Suite, ActiveKnowledge (Autonomy, inc) • Automates KM Processes including : • Categorization; cross-referencing; hyperlinking; and presentation of information • Profiles of each user to deliver personalized information based on user’s reading patterns • Visual interface for searching, which automatically gives a unified view of disparate data sources across the enterprise, including human experts • ActiveKnowledge analyzes content in the user’s active window, and simultaneoulsly displays related content in another window. Nirmala/ASCI

  22. Enterprise Collaboration Portals • These portals basically work towards creating and maintaining a corporate group memory. • Collaborative portals enable teams of users to establish their own virtual project areas or communities and work together. • Here the features provided are basically towards facilitating electronic communication between distributed personnel: • chat, conferencing, calendaring • workflow • document management, • and forms processing is offered. Nirmala/ASCI

  23. Enterprise Expertise Portals • These portals provide the basic framework for accessing the tacit knowledge residing within the brains of the employees. • These portals provide tools to link people together on the basis of their skills and expertise. • These portals allow expertise to be contributed and networked throughout an organization so that everyone has access to it Nirmala/ASCI

  24. Knowledge Portals • Collaboration Portal • Discussion • Brainstorming • Alerts • Taxonomy • Skill based communities • Information Portal • Information Access • Alerts • Personalization • Channels • Security • App. Access • Expertise Portal • I know • I need • Find expert • Contact expert • Interact with expert • Intellectual capital management • Profile • versions • Taxonomy • Annotations • Keyword/metadata search • Contact Information Management Portal • Create organizations and contact members • Track critical information by topic • Track documents • Track history • Team Portal • Create teams • Team Alerts • Project Information • Channels • Tasks • Team access Nirmala/ASCI

  25. KM Software Tools : Products • Innovation Toolbox: • Creativity Software : enables brainstorming for creative thinking and problem solving • QuestMap: • A display system that facilitates group processes during meetings by capturing conversations; threading discussions; providing links to relevant documents / data; tracking successive meetings on a given project. Nirmala/ASCI

  26. Enterprise Information PortalsProduct suites Available • Viador E-Portal suite • My Eureka • Autonomy • Corporate Portal Server (Plumtree Software) • Data Channel (DataChannel inc.) • Digital dashboard (Microsoft) • Raven (Lotus) • e-Wise (Aptech) Nirmala/ASCI

  27. Technology enablers for the K.Corp experts e.learn Info Search S/DCM Cust. Collab. Employees Company Processes Customers Channels CRM B to B & ERP Best practices Web Apps. Work- Flow Nirmala/ASCI

  28. Infrastructure life cycle • Applications and the IT infrastructure have a life of 1-3 years “We need to treat technology (applications and IT) like drilling mud…an expendable.” Nirmala/ASCI

  29. Knowledge Management Systems Investment and Implementation issues • Expensive • Needs Strong Leadership • Needs culture of Knowledge Sharing Nirmala/ASCI

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