BecerraIM_ch16 - Instructor's Manual Knowledge Management...

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Instructor's Manual Knowledge Management: Challenges, Solutions and Technologies 16-1 45 Chapter 16 Knowledge Application Systems: Systems that Utilize Knowledge Teaching Objectives To describe knowledge application mechanisms, which facilitate direction and routines. To e xplain knowledge application technologies, which support direction and routines including: o expert systems o decision support o advisor systems o fault diagnosis (or troubleshooting) systems o help desk systems Key Terms The following alphabetical list identifies the key terms discussed in this chapter. The page number for each key term is provided. TO BE PROVIDED BY PRENTICE HALL Teaching Suggestions This Chapter presents the topic of knowledge application systems, which include mechanisms and technologies that enable members of an organization to apply knowledge. Knowledge can be applied: 1. Via mechanisms such as direction (for example, hierarchical relationships, help desks, and support centers) and routines (for example, organizational policies, work practices, and standards). 2. Via technologies supporting direction and routines include expert systems, decision support, advisor systems, fault diagnosis (or troubleshooting) systems, and help desk systems. For graduate students, the instructor may wish to encourage class groups to research how organizations are implementing knowledge application systems in the workplace. Many working students may even be able to discuss examples of such implementations at their places of work. For example, students may identify both mechanisms (like corporate procedures) and technologies (like expert systems) that may be used for at their places of work for knowledge application in different areas: e.g. manufacturing, human resources, and customer support. The CD video demo on SOS Advisor, Total Recall, and Out of Family Disposition (OFD) for Shuttle Processing is a useful pedagogical tool for both graduate and undergraduate students, and helps students visualize how knowledge application systems are gaining importance in organizations.
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Instructor's Manual Knowledge Management: Challenges, Solutions and Technologies 16-2 45 Review Questions 1. What are some of the intelligent technologies that provide the foundation for the creation of knowledge application systems? Case-based reasoning, rule based systems, enterprise resource planning systems, constraint-based reasoning, model-based reasoning, and diagrammatic reasoning. 2. Describe the four steps in the CBR process. a. Search the case library for similar cases. This implies utilizing a search engine that examines only the appropriate cases, and not the entire case library, as it may be quite large. b.
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BecerraIM_ch16 - Instructor's Manual Knowledge Management...

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