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Applying Knowledge Management -Techniques for Building Corporate Memories

Part I Corporate Memory.................................. 1
Knowledge Management and
Organizational Memory .................................. 3
Introduction .......................................................... 3
A Definition of Knowledge Management .............. 4
Why Manage Knowledge? ................................... 5
What Is Knowledge? ............................................ 7
What Knowledge Should I Be Managing?............ 10
Toward a Knowledge Framework ........................ 11
Knowledge Management Activities ...................... 13
A Methodology for Knowledge Management ....... 15
Vignette: Managing Knowledge at Microsoft........ 18
Conclusion ........................................................... 20
Understanding Case- Based Reasoning ........ 23
Introduction .......................................................... 23
What Is CBR? ...................................................... 24
Case-Based Reasoners Remember .................... 25
The CBR-Cycle .................................................... 25
Cases ................................................................... 27
Case Storage and Indexing.................................. 29
Key Assumptions ................................................. 30
The World is a Regular Place.......................... 31
Situations Repeat ............................................ 31
Similar Problems Have Similar Solutions ........ 31
Conceptualizing CBR ........................................... 32
CBR Processes.................................................... 34
Retrieval .......................................................... 34
Reuse .............................................................. 41
Revision........................................................... 41
Review............................................................. 42
Retain .............................................................. 43
Refine .............................................................. 43
Conclusion ........................................................... 44
Part II Case Studies .......................................... 47
Managing Product Quality .............................. 49
Introduction .......................................................... 49
The Problem......................................................... 50
Software Support............................................. 51
Application Upgrades ...................................... 52
Knowledge Management and the
Integration of CBR ........................................... 53
The Knowledge Management Solution ................ 55
Expected Benefits ........................................... 55
The Team ........................................................ 56
Implementation Plan........................................ 57
Hardware and Software................................... 61
System Architecture ........................................ 65
Case Representation....................................... 70
Case Acquisition.............................................. 79
Case Retrieval ................................................. 81
Case Retention................................................ 82
Interface Design .............................................. 83
Testing............................................................. 83
Rollout ............................................................. 83
Conclusion ........................................................... 84
Developing Expertise ..................................... 87
Introduction .......................................................... 87
The Problem......................................................... 88
The Existing Process....................................... 88
Background to Color Matching ........................ 90
The Knowledge Management Solution ................ 91
Expected Benefits ........................................... 91
The Team ........................................................ 91
Implementation Plan........................................ 92
Hardware and Software................................... 93
System Architecture ........................................ 94
Case Representation....................................... 96
Case Acquisition.............................................. 96
Case Retrieval ................................................. 99
Case Adaptation.............................................. 106
Alternative Method of Color Matching ............. 107
Case Retention................................................ 110
Interface Design .............................................. 110
Testing............................................................. 113
Rollout ............................................................. 114
System Demonstration......................................... 114
Enter Color Match Request Input .................... 115
Perform Color Match Case-Base Research .... 116
Experimentally Validate Adapted Case ........... 117
Determine Whether Match Is Acceptable........ 117
Maintenance......................................................... 117
Benefits7 .............................................................. 118
Conclusion ........................................................... 120
Improving Process Design ............................. 121
Introduction .......................................................... 121
The Problem......................................................... 122
The Knowledge Management Solution ................ 124
Expected Benefits ........................................... 124
The Team ........................................................ 124
Implementation Plan........................................ 125
System Architecture ........................................ 126
Case Representation....................................... 129
Case Acquisition.............................................. 131
Case Retrieval ................................................. 131
Case Adaptation and Retention ...................... 132
Interface Design, Testing, and Rollout ............ 133
System Demonstration......................................... 134
Benefits ................................................................ 136
Conclusion ........................................................... 137
Benchmarking Best Practice .......................... 139
Introduction .......................................................... 139
The Problem......................................................... 140
The Knowledge Management Solution ................ 143
Expected Benefits ........................................... 145
The Team ........................................................ 147
Implementation Plan........................................ 147
Hardware and Software................................... 149
Case Acquisition.............................................. 150
Case Representation....................................... 151
Case Retrieval ................................................. 152
Case Adaptation.............................................. 153
Case Retention and Maintenance ................... 155
Interface Design .............................................. 155
Testing............................................................. 156
Rollout and Benefits ........................................ 157
System Demonstration......................................... 158
Conclusion ........................................................... 159
Information Retrieval ...................................... 163
Introduction .......................................................... 163
The Problem......................................................... 164
The Knowledge Management Solution ................ 168
Expected Benefits ........................................... 168
The Team ........................................................ 169
System Architecture ........................................ 169
Case Representation....................................... 170
Case Acquisition.............................................. 170
Case Retrieval ................................................. 171
Case Adaptation.............................................. 173
System Demonstration......................................... 173
Benefits ................................................................ 176
Conclusion ........................................................... 177
Distributed Sales Support............................... 179
Introduction .......................................................... 179
The Problem......................................................... 180
The Knowledge Management Solution ................ 181
Expected Benefits ........................................... 182
The Team ........................................................ 183
Implementation Plan........................................ 183
Hardware and Software................................... 184
System Architecture ........................................ 184
Case Representation....................................... 185
Case Acquisition.............................................. 186
Case Retrieval ................................................. 187
Case Retention................................................ 188
Interface Design .............................................. 189
Testing............................................................. 189
Rollout ............................................................. 189
System Demonstration......................................... 8.4
Benefits ................................................................ 192
Maintenance......................................................... 193
Functionally Redundant Cases ....................... 194
Functionally Obsolete Cases........................... 198
Conclusion ........................................................... 199
Personalizing Information Services ................ 201
Introduction .......................................................... 201
The Problem......................................................... 202
The Knowledge Management Solution ................ 205
Content-Based Filtering................................... 206
Collaborative Filtering ...................................... 207
Implementation Plan........................................ 208
System Demonstration......................................... 210
Benefits ................................................................ 212
Conclusion ........................................................... 213
Part III Conclusion ............................................ 215
Lessons Learned ............................................ 217
Introduction .......................................................... 217
Prior Experience with CBR................................... 218
Prior Solutions...................................................... 218
CBR Software and Development Methodology.... 220
Existing Process Analogous to CBR .................... 222
Acquisition and Processing of Cases ................... 223
Number of Cases and Case Bases...................... 225
Case Representation ........................................... 227
Case Retrieval Technique.................................... 228
Case Revision ...................................................... 228
Case Review ........................................................ 230
Organizational Change ........................................ 231
Conclusion ........................................................... 232
Appendix: Resources ..................................... 235
Case Study Author Contact Details...................... 235
Case-Based Reasoning Software Vendors.......... 237
Case-Based Reasoning Consultants and
Value Added Resellers......................................... 238
Index............................................................... 241

Ian Watson-University of Auckland - 2003

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