Applying Knowledge Management: Techniques for Building Corporate Memories

✍ Scribed by Ian Watson

• Publisher: Morgan Kaufmann
• Year: 2003
• Tongue: English
• Leaves: 277
• Series: The Morgan Kaufmann Series in Artificial Intelligence
• Edition: 1
• Category: Library

✦ Synopsis

The wholesale capture and distribution of knowledge over the last thirty years has created an unprecedented need for organizations to manage their knowledge assets. Knowledge Management (KM) addresses this need by helping an organization to leverage its information resources and knowledge assets by "remembering" and applying its experience. KM involves the acquisition, storage, retrieval, application, generation, and review of the knowledge assets of an organization in a controlled way. Today, organizations are applying KM throughout their systems, from information management to marketing to human resources. Applying Knowledge Management: Techniques for Building Corporate Memories examines why case-based reasoning (CBR) is so well suited for KM. CBR can be used to adapt solutions originally designed to solve problems in the past, to address new problems faced by the organization. This book clearly demonstrates how CBR can be successfully applied to KM problems by presenting several in-depth case-studies. Ian Watson, a well-known researcher in case-based reasoning and author of the introductory book, Applying CBR: Techniques for Enterprise Systems has written this book specifically for IT managers and knowledge management system developers. * Provides 7 real-world applications of knowledge management systems that use case-based reasoning techniques. * Presents the technical information needed to implement a knowledge management system. * Offers insights into the development of commercial KM CBR applications * Includes information on CBR software vendors, CBR consultants and value added resellers

✦ Table of Contents

Content......Page 9
Preface......Page 16
I
Corporate
Memory......Page 22
1.1 Introduction......Page 24
1.2 A Definition of Knowledge Management......Page 25
1.3 Why Manage Knowledge?......Page 26
1.4 What Is Knowledge?......Page 28
1.5 What Knowledge Should I Be
Managing?......Page 31
1.6 Toward a Knowledge Framework......Page 32
1.7 Knowledge Management Activities......Page 34
1.8 A Methodology for Knowledge
Management......Page 36
1.9 Vignette: Managing Knowledge
at Microsoft......Page 39
1.10 Conclusion......Page 41
2.1 Introduction......Page 44
2.2 What Is CBR?......Page 45
2.4 The CBR-Cycle......Page 46
2.5 Cases......Page 48
2.6 Case Storage and Indexing......Page 50
2.7 Key Assumptions......Page 51
2.7.3 Similar Problems Have Similar Solutions......Page 52
2.8 Conceptualizing CBR......Page 53
2.9.1 Retrieval......Page 55
2.9.3 Revision......Page 62
2.9.4 Review......Page 63
2.9.6 Refine......Page 64
2.10 Conclusion......Page 65
II
Case Studies......Page 68
3.1 Introduction......Page 70
3.2 The Problem......Page 71
3.2.1 Software Support......Page 72
3.2.2 Application Upgrades......Page 73
3.2.3 Knowledge Management and the Integration
of CBR......Page 74
3.3.1 Expected Benefits......Page 76
3.3.2 The Team......Page 77
3.3.3 Implementation Plan......Page 78
3.3.4 Hardware and Software......Page 82
3.3.5 System Architecture......Page 86
3.3.6 Case Representation......Page 91
3.3.7 Case Acquisition......Page 100
3.3.8 Case Retrieval......Page 102
3.3.9 Case Retention......Page 103
3.3.12 Rollout......Page 104
3.4 Conclusion......Page 105
4.1 Introduction......Page 108
4.2.1 The Existing Process......Page 109
4.2.2 Background to Color Matching......Page 111
4.3.2 The Team......Page 112
4.3.3 Implementation Plan......Page 113
4.3.4 Hardware and Software......Page 114
4.3.5 System Architecture......Page 115
4.3.7 Case Acquisition......Page 117
4.3.8 Case Retrieval......Page 120
4.3.9 Case Adaptation......Page 127
4.3.10 Alternative Method of Color Matching......Page 128
4.3.12 Interface Design......Page 131
4.3.13 Testing......Page 134
4.4 System Demonstration......Page 135
4.4.1 Enter Color Match Request Input......Page 136
4.4.2 Perform Color Match Case-Base Research......Page 137
4.5 Maintenance......Page 138
4.6 Benefits......Page 139
4.7 Conclusion......Page 141
5.1 Introduction......Page 142
5.2 The Problem......Page 143
5.3.2 The Team......Page 145
5.3.3 Implementation Plan......Page 146
5.3.4 System Architecture......Page 147
5.3.5 Case Representation......Page 150
5.3.7 Case Retrieval......Page 152
5.3.8 Case Adaptation and Retention......Page 153
5.3.9 Interface Design, Testing, and Rollout......Page 154
5.4 System Demonstration......Page 155
5.5 Benefits......Page 157
5.6 Conclusion......Page 158
6.1 Introduction......Page 160
6.2 The Problem......Page 161
6.3 The Knowledge Management Solution......Page 164
6.3.1 Expected Benefits......Page 166
6.3.3 Implementation Plan......Page 168
6.3.4 Hardware and Software......Page 170
6.3.5 Case Acquisition......Page 171
6.3.6 Case Representation......Page 172
6.3.7 Case Retrieval......Page 173
6.3.8 Case Adaptation......Page 174
6.3.10 Interface Design......Page 176
6.3.11 Testing......Page 177
6.3.12 Rollout and Benefits......Page 178
6.4 System Demonstration......Page 179
6.5 Conclusion......Page 180
7.1 Introduction......Page 184
7.2 The Problem......Page 185
7.3.1 Expected Benefits......Page 189
7.3.3 System Architecture......Page 190
7.3.5 Case Acquisition......Page 191
7.3.6 Case Retrieval......Page 192
7.4 System Demonstration......Page 194
7.5 Benefits......Page 197
7.6 Conclusion......Page 198
8.1 Introduction......Page 200
8.2 The Problem......Page 201
8.3 The Knowledge Management Solution......Page 202
8.3.1 Expected Benefits......Page 203
8.3.3 Implementation Plan......Page 204
8.3.5 System Architecture......Page 205
8.3.6 Case Representation......Page 206
8.3.7 Case Acquisition......Page 207
8.3.8 Case Retrieval......Page 208
8.3.9 Case Retention......Page 209
8.3.12 Rollout......Page 210
8.4 System Demonstration......Page 211
8.5 Benefits......Page 213
8.6 Maintenance......Page 214
8.6.1 Functionally Redundant Cases......Page 215
8.6.2 Functionally Obsolete Cases......Page 219
8.7 Conclusion......Page 220
9.1 Introduction......Page 222
9.2 The Problem......Page 223
9.3 The Knowledge Management Solution......Page 226
9.3.1 Content-Based Filtering......Page 227
9.3.2 Collaborative Filtering......Page 228
9.3.3 Implementation Plan......Page 229
9.4 System Demonstration......Page 231
9.5 Benefits......Page 233
9.6 Conclusion......Page 234
III
Conclusion......Page 236
10.1 Introduction......Page 238
10.3 Prior Solutions......Page 239
10.4 CBR Software and Development
Methodology......Page 241
10.5 Existing Process Analogous to CBR......Page 243
10.6 Acquisition and Processing of Cases......Page 244
10.7 Number of Cases and Case Bases......Page 246
10.8 Case Representation......Page 248
10.10 Case Revision......Page 249
10.11 Case Review......Page 251
10.12 Organizational Change......Page 252
10.13 Conclusion......Page 253
Case Study Author Contact Details......Page 256
Case-Based Reasoning Software
Vendors......Page 258
Case-Based Reasoning Consultants
and Value Added Resellers......Page 259
Index......Page 262