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CHAPTER 11

 Knowledge management and collaboration systems are among the fastest growing areas of corporate
and government software investment.

 Knowledge residing in the minds of employees that has not been documented is called tacit knowledge ,
whereas knowledge that has been documented is called explicit knowledge.

 Organizational learning : Organizations that learn adjust their behavior to reflect that learning by
creating new business processes and by changing patterns of management decision making.

 Knowledge management refers to the set of business processes developed in an organization to create,
store, transfer, and apply knowledge.

 Communities of practice (COPs) are informal social networks of professionals and employees within
and outside the firm who have similar work-related activities and interests.

 three major 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/KWS (specialized systems built for engineers, scientists, and
other knowledge workers charged with discovering and creating new knowledge for a company), and
intelligent techniques (such as data mining, expert systems, neural networks, fuzzy logic, genetic
algorithms, and intelligent agents).

 Enterprise content management (ECM) systems help organizations manage both types of
information.

 Structured knowledge is explicit knowledge that exists in formal documents as well as in formal rules
that organizations derive by observing experts and their decision-making behaviors

 Major knowledge work applications include CAD systems and virtual reality systems for simulation and
modeling. Computer-aided design (CAD) automates the creation and revision of designs, using
computers and sophisticated graphics software. Virtual reality (VR) systems have visualization,
rendering, and simulation capabilities that go far beyond those of conventional CAD systems.

 Capturing knowledge : Expert systems (an intelligent technique for capturing tacit knowledge in a
very specific and limited domain of human expertise). Expert systems model human knowledge as a set
of rules that collectively are called the knowledge base.

 Machine learning is the study of how computer programs can improve their performance without
explicit programming.
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 Neural networks are used for solving complex, poorly understood problems for which large amounts of
data have been collected.

 Genetic algorithms are useful for finding the optimal solution for a specific problem by examining a
very large number of possible solutions for that problem.

 Intelligent agents are software programs that work without direct human intervention to carry out
specific tasks for an individual user, business process, or software application.