E-Book Overview
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
E-Book Content
Applying Knowledge Management Techniques for Building Corporate Memories Applying Knowledge Management Techniques for Building Corporate Memories Ian Watson University of Auckland Senior Editor Publishing Services Manager Production Editor Editorial Coordinator Cover Design Cover Image Text Design Illustration Composition Copyeditor Proofreader Indexer Printer Denise E. M. Penrose Edward Wade Howard Severson Emilia Thiuri Yvo Riezebos The Image Bank Mark Ong Dartmouth Publishing, Inc. Top Graphics Judith Brown Erin Milnes Bill Meyers The Maple-Vail Book Manufacturing Group Designations used by companies to distinguish their products are often claimed as trademarks or registered trademarks. In all instances in which Morgan Kaufmann Publishers is aware of a claim, the product names appear in initial capital or all capital letters. Readers, however, should contact the appropriate companies for more complete information regarding trademarks and registration. Morgan Kaufmann Publishers An imprint of Elsevier Science 340 Pine Street, Sixth Floor San Francisco, CA 94104-3205 www.mkp.com © 2003 by Elsevier Science (USA) All rights reserved. Printed in the United States of America 06 05 04 03 02 5 4 3 2 1 No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means—electronic, mechanical, photocopying, or otherwise—without the prior written permission of the publisher. Library of Congress Control Number: 2002108512 ISBN: 1-55860-760-9 This book is printed on acid-free paper. For KB Part I Corporate Memory.................................. Knowledge Management and Organizational Memory .................................. 3 Introduction .......................................................... A Definition of Knowledge Management .............. Why Manage Knowledge? ................................... What Is Knowledge? ............................................ What Knowledge Should I Be Managing? ............ Toward a Knowledge Framework ........................ Knowledge Management Activities .............