Practical Aspects of Knowledge Management

Frontmatter

Web Service Based Business Processes Automation Using Semantic Personal Information Management Systems – The Semantic Life Case

Abstract

Business today is the crossing point of information which are originated or deducted from different information resources. The process of assembling pieces of functionality into complex business processes very often necessarily involves human interaction which in turn heavily depends on environment and domain-specific Knowledge.

This paper deals with the use of Personal Information Management Systems and Semantic Web technology as enabler of business processes to realize the auto-interaction of customized processes, resources and events. Using an approach to integrate Semantic Filters in the proposed “business pipelines”, it is possible to address the most important issues of Process Integration and Process Automation.

The paper presents the SemanticLIFE research project and its applications in the tourism domain for business process automation by providing semantics for business pipelines and localization of process pipelines based on the semantics of Personal Information of potential clients. We will also provide a solution for automatic service orchestration of semantic services as semantic pipelines. Finally, we propose the Semantic Ranking model to evaluate the Semantic Matching in a typical tourism recommendation scenario.

Amin Anjomshoaa, Tho Manh Nguyen, Ferial Shayeganfar, A Min Tjoa

Activation of Knowledge in an Integrated Business Process Support/Knowledge Management System

Abstract

The paper is devoted to the issue of activation of knowledge in automated Knowledge Management Systems (KMS). According to the authors, activation of knowledge means that a system, based on the knowledge stored in it, automatically suggests a solution appropriate for a task at hand and/or guards against the user invoking inappropriate solutions. The paper discusses activation of knowledge, first, in general, and then, in a more specific manner, while applying general concepts to an integrated Business Process Support and Knowledge Management System (BPS/KMS) that is based on the state-oriented view on business processes. Activation of knowledge in such a system is done through rules of planning. The paper presents a classification of such rules, which is based on deontic logic concepts, and shows how rules of different categories can be used for activation of knowledge. The discussion is illustrated by an example already implemented in a working system. Some details of the current implementation of rules of planning are also presented in the paper.

Ilia Bider, Lena Johansson, Erik Perjons, Alexey Striy

Innovation Management in a Multi-national Corporation’s Subsidiary of Ireland’s Evolving Knowledge Economy

Abstract

Innovation management is now seen as an important competitive advantage for Multi-national Corporation (MNC) subsidiaries located in Ireland’s changing economy. This paper reports on the initial stages of a case study in the Operations division of American Power Conversion (APC) Ireland. The results of an innovation audit are presented that provide a reference point to begin the transformation to an innovative supply chain organization. The paper proposes the development of Networks of Practice to enable the diffusion of resulting innovations across the corporation.

Gabriel J. Costello, Brian Donnellan, Michael L. Ginn, Colm Rochford, Eoin Whelan, Susanna Xu

Ontology-Based Business Knowledge for Simulating Threats to Corporate Assets

Abstract

We propose a security ontology, to provide a solid base for an applicable and holistic IT-Security approach for SMEs, enabling low-cost threat analysis. Based on the taxonomy of computer security and dependability by Landwehr [ALRL04] and the threat classification according to Peltier [Pel01], a heavy-weight ontology can be used to organize and systematically structure knowledge on threats, safeguards, and assets. The ontology is used in an organization to capture business knowledge required for and created during a security risk analysis where instances of concepts are added to the ontology to allow the simulation of different attack and disaster scenarios. Each scenario can be replayed with a different protection profile as to evaluate the effectiveness and the cost/benefit ratio of individual safeguards.

Andreas Ekelhart, Stefan Fenz, Markus D. Klemen, A. Min Tjoa, Edgar R. Weippl

Knowledge Work Productivity: Where to Start

Abstract

The paper proposes a new practical two step approach towards higher knowledge work productivity. Step one is based on a Knowledge Intensity Matrix adapted from Porter and Millar and allows for an assessment of the relevance of knowledge work for a particular company or strategic business unit. Step two identifies work effectiveness — rather than efficiency — as the decisive factor of knowledge work productivity and takes up Willke’s systemic understanding of knowledge management to propose a process oriented analysis of knowledge work effectiveness, which results in suggestions of how to increase knowledge work productivity.

Sebastian Eschenbach, Doris Riedl, Bettina Schauer

Taba Workstation: Supporting Technical Solution Through Knowledge Management of Design Rationale

Abstract

The development and maintenance of software products are knowledge intensive tasks. Due to the high turnover of software industry, there is a great probability that the original designers are unlikely to be available when problems arise and modifications are needed. Therefore, having the reasons behind the decisions recorded can be invaluable as people leave and join the software team, because the knowledge about choices of those leaving would still be available to the newcomers. This work describes an approach to support the Technical Solution process through knowledge management in the context of a Process-centered Software Engineering Environment (PSEE) named TABA Workstation. It also presents some information related to a software process improvement initiative undertaken in a Brazilian organization that demonstrates the feasibility of the presented approach.

Sávio Figueiredo, Gleison Santos, Mariano Montoni, Ana Regina Rocha, Andréa Barreto, Ahilton Barreto, Analia Ferreira

Extraction and Analysis of Knowledge Worker Activities on Intranet

Abstract

Knowledge regarding user browsing behavior on corporate Intranet may shed light on general behavioral principles of users in Intranet spaces, and assist organizations in making more informed decisions involving management, design, and use policies of Intranet resources. The study examines extraction and analysis of knowledge worker browsing behavior from WEB log data. Extraction of navigational primitives enabled us to identify common behavioral features of knowledge workers. Knowledge workers had a significant tendency to form behavioral patterns that were frequently repeated in Intranet environment. As they familiarized with the environment their navigation habituated.

Peter Géczy, Noriaki Izumi, Shotaro Akaho, Kôiti Hasida

Knowledge Sharing to Support Collaborative Engineering at PLM Environment

Abstract

Nowadays, the success of process design relies on an effective communication between collaborative design team members, among others. Product Lifecycle Management (PLM) tools represent a key platform to support knowledge sharing at multi-disciplinary design teams working under collaborative engineering concepts. However, an important issue is to capture valuable expertise at collaborative work using the PLM platform reusing key knowledge. This paper contributes to knowledge management showing how the usage of knowledge structures at a PLM environment is suitable for assembly engineering applications. The present research encompasses multidisciplinary engineering work teams defining the assembly process of an airplane part. This paper argues that knowledge structures enable the capture and exchange of expertise at collaborative work increasing value added between collaborators. A case study is presented to validate this idea.

David Guerra-Zubiaga, Laurent Donato, Ricardo Ramírez, Manuel Contero

Knowledge Management Systems and Organizational Change Management: The Case of Siemens ShareNet

Abstract

Earlier research has shown the interdependence of Knowledge Management Systems’ (KMS) implementations and corporate cultures. This study builds on and extends this research by exploring how knowledge-intensive corporate cultures can be established. Employing a case study approach, we analyze the (successful) implementation of Siemens Information and Communication Networks (ICN) group division’s ShareNet, a global knowledge sharing network for the sales and marketing community. We bring together the overlapping disciplines and practices of (culture) change management and knowledge management (KM) by testing the explanatory power of Lewin-Schein’s well-known and widely cited change paradigm [18, 28, 29] in the new setting of KMS. Our case analysis demonstrates the linear, staged theoretical framework’s strength in understanding and explaining aspects of success and failure in KMS implementation projects.

Hauke Heier, Susanne Strahringer

Measuring Business Feedback Cycles as Enhancement of the Support Knowledge Engineering Process

Abstract

Supporting business processes through knowledge management technologies is one of the key factors in the today’s industry. The former technologically related organizations now have to orient themselves to the business strategy of the company, which they must support with their offered IT services. IT processes has to become more transparent and better manageable. It is fundamental to visualize service prosperities to satisfy customer needs. Different business processes and the potentials of supporting them need knowledge management measures. We illustrate the applicability and possibilities of IT service management and appropriate support services in business processes especial in the field of incident management requiring a novel feedback cycle and associated measures to assist such service support processes. A prototypical realization was implemented as manageable knowledge desk.

Alexander Holland, Madjid Fathi

DKOMP: A Peer-to-Peer Platform for Distributed Knowledge Management

Abstract

Distributed knowledge management (KM) is a key component of any enterprise’s knowledge management strategy. However, issues related to implementing a robust distributed KM system deter their adoption in enterprises. We studied the requirements of a distributed KM system from an enterprise’s perspective. Based on our study, we propose DKOMP; a P2P infrastructure for distributed KM. DKOMP integrates tightly in to enterprise network infrastructure and yet retains the benefits of P2P paradigm. DKOMP should provide a good vehicle for increasing adoption of distributed KM in enterprises.

Vikrant S. Kaulgud, Rahul Dolas

From Design Errors to Design Opportunities Using a Machine Learning Approach

Abstract

Human Errors, e.g. a pilot mismanaged the fuel system causing engine failure and fuel starvation, are known to contribute to over 66% of aviation accidents. However, in some cases, the real sources of the errors are the design of aircraft, e.g.the pilot was confused with the different fuel systems across different models in the same manufacture. The failed collaboration between human operators and the systems therefore has been a major concern for aviation industries. Aviation accident reports are critical information sources to understand how to prevent or reduce such problematic collaboration. In particular, the portions of the reports describing how the behaviour of human operators deviated from an established norm and how the design of aircraft systems contributed to this deviation are particularly important. However, it is a time-consuming and error-prone task to manually extract such information from the reports. One reason is that current accident reports do not aim specifically at capturing the information in format easily accessible for aircraft designers. Therefore, an automatic approach that identifies the sentences describing Human Errors and Design Errors is needed. A preliminary test using hand-crafted cue phrases, i.e. a special word or phrases that are used to indicate the types of sentences, showed a limited identification performance. Therefore, a machine learning technique that uses a greater variety of the linguistic features of the cue phrases than the pre-defined ones and makes the identification decisions based on the combinations these features, looks promising. The examples of the features are active or passive sentence styles and the position of keywords in the sentence. This paper presents the results of developing such automastic identification approach.

Sanghee Kim

Text Mining Through Semi Automatic Semantic Annotation

Abstract

The Web is the greatest information source in human history. Unfortunately, mining knowledge out of this source is a laborious and error-prone task. Many researchers believe that a solution to the problem can be founded on semantic annotations that need to be inserted in web-based documents and guide information extraction and knowledge mining. In this paper, we further elaborate a tool-supported process for semantic annotation of documents based on techniques and technologies traditionally used in software analysis and reverse engineering for large-scale legacy code bases. The outcomes of the paper include an experimental evaluation framework and empirical results based on two case studies adopted from the Tourism sector. The conclusions suggest that our approach can facilitate the semi-automatic annotation of large document bases.

Nadzeya Kiyavitskaya, Nicola Zeni, Luisa Mich, James R. Cordy, John Mylopoulos

Extended Ontological Model for Distance Learning Purpose

Abstract

In the article authors propose an extended ontological model for distance learning, concerning pedagogical and cognitive requirements of the teaching/learning process as well as environmental requirements represented by SCORM standard. The main characteristic of the dedicated ontological model is reusability, which manifests itself in the possibility of adapting the knowledge model to different contexts and for different users by simply enabling knowledge sharing and knowledge management. Additionally, the article contains case studies (SCORM’s course) presenting the proposed model in action.

Emma Kushtina, Przemysław Różewski, Oleg Zaikin

A Peer-to-Peer Virtual Office for Organizational Knowledge Management

Abstract

Peer-to-peer (P2P) systems enable users to build individual and cooperating autonomous communities. Recently the peer-to-peer paradigm has been proposed as a technological support for Distributed Knowledge Management (DKM). DKM solutions allow an easy sharing of knowledge created by Individual Knowledge Workers (IKWs) inside communities. In such dynamic environments peers can frequently join or leave the network and update their personal knowledge bases. In today’s ubiquitous information society where users need to continue to work at any time from everywhere it is becoming very important to support IKWs with semantic “always on” virtual workspaces providing multi-task and knowledge handling capabilities. This paper presents a semantic virtual office model and its JXTA implementation in the K-link+ system. K-link+ is an ontology based P2P system for cooperative work and knowledge management that provide users with virtual office capabilities.

Enrico Le Coche, Carlo Mastroianni, Giuseppe Pirrò, Massimo Ruffolo, Domenico Talia

Mining and Supporting Task-Stage Knowledge: A Hierarchical Clustering Technique

Abstract

In task-based business environments, organizations usually conduct knowledge-intensive tasks to achieve organizational goals; thus, knowledge management systems (KMSs) need to provide relevant information to fulfill the information needs of knowledge workers. Since knowledge workers usually accomplish a task in stages, their task-needs may be different at various stages of the task’s execution. Thus, an important issue is how to extract knowledge from historical tasks and further support task-relevant knowledge according to the workers’ task-needs at different task-stages. This work proposes a task-stage mining technique for discovering task-stage needs from historical (previously executed) tasks. The proposed method uses information retrieval techniques and a modified hierarchical agglomerative clustering algorithm to identify task-stage needs by analyzing codified knowledge (documents) accessed or generated during the task’s performance. Task-stage profiles are generated to model workers’ task-stage needs and used to deliver task-relevant knowledge at various task-stages. Finally, we conduct empirical evaluations to demonstrate that the proposed method provides a basis for effective knowledge support.

Duen-Ren Liu, I-Chin Wu, Wei-Hsiao Chen

Towards a Process Model for Identifying Knowledge-Related Structures in Product Data

Abstract

Systematic and efficient use of expert’s knowledge in industrial product and process design is gaining in importance in many knowledge-intensive business processes along the product life cycle (PLC). In the majority of cases, this knowledge is hidden in product and process data and not made explicit by the experts. In this paper an approach is presented to support knowledge intensive business processes by analyzing product and process related data on the basis of a general process model for identifying knowledge in data, aiming at search patterns to find similar historical cases for reusing their solutions. The process model is a top-down-approach from analyzing business processes to applying algorithms to specific data. Considering “offer engineering” in a scenario from automotive supplier industry as a knowledge intentsive task, and since in the product’s development phase 70-80% of its cost is determined, this phase in the PLC is used as a guideline to demonstrate the usefulness of the process model. A tool is presented which allows an adaptive, fuzzy search process in numerical, alphanumerical, and geometrical data based on the evaluated support strategies. First results validate the potential benefit of this approach for conceptual planners in automotive supplier industry.

Christian Lütke Entrup, Thomas Barth, Walter Schäfer

Common Knowledge Based Access to Disparate Semantic Spaces: The Ontology Switching Approach

Abstract

We present the ontology switching system MyShelf which is implemented using technological standards of the semantic web. MyShelf solves the problem of semantic heterogeneity by integrating different cognitive views on one data collection. Homogenization has been the most widely applied approach to create common semantic spaces in order to overcome the limitations to sharing knowledge posed by semantically heterogeneous concept structures. Ontology switching implemented in MyShelf manages diverse ontologies by integrating them and enables the user to access them in parallel. Most important, the user can change his point of view by switching to another concept structure at any point and explore different viewpoints according to his current context. An ontology switching system dynamically reorganizes the concept structure and populates it with knowledge objects. The paper describes the design options for ontology switching systems, presents prototypes, evaluation results and points to future developments. This work integrates semantic web ideas and human computer interaction.

Thomas Mandl, Christa Womser-Hacker

A Meta-Model for Intellectual Capital Reporting

Abstract

Since more than a decade, various conceptions of intellectual capital reporting have been presented in both the academic and practitioner’s literature. As the evolving concepts of reporting can most certainly not be compared with each other, the real value of those reports cannot be unfolded by investors and stakeholders in general. When looking at the discrepancy between an enterprise’s market value and book value, those reports seem to gain even more in importance. The application of the meta-modelling approach allows the generation of intellectual capital reports by using so called meta-indicators. Those generated reports are based on already existing intellectual capital reports, which leads in turn to the possibility of comparing two originally different intellectual capital reports.

Martin Nemetz

Assessment of Effective Utilization of KM Technologies as a Function of Organizational Culture

Abstract

Companies are adopting more technologies than ever to maximize the benefit of Knowledge Management (KM). However, recent global analyses of such investments highlight the fact that not all of them are necessarily successful. Too much emphasis on technology without incorporating organizational culture can easily result in failed implementation of KM technology. The key factors for the higher return on the KM technology are the choosing the right technologies for given organizational culture and the effective utilization of those technologies. The purpose of this research is to explore possible relationships between the KM technology types and organizational culture orientations regarding effective utilization of KM technology. Data used to test hypotheses derived for this research were obtained from 294 responders from the Organizational Culture Profile (OCP) survey instruments and 143 responders from the Knowledge Management Technology Profile (KMTP) survey instruments representing 29 separate organizations. The OCP provides a profile of an organization’s culture orientation while the KMTP provides a profile of the organization’s effective utilization of KM technologies. The results of this research suggest that organizations utilizing collaborative technologies effectively identified people-oriented culture orientation. On the other hand, effective utilization of distributive technologies does not show any relationship with organizational culture orientation.

Heejun Park, Duke H. Jeong

Structured Knowledge Transfer in Small and Medium Sized Enterprises

Abstract

Small and medium sized companies face the problem that handing over management or key positions often lead to loss of knowledge and decision competence. The loss of knowledge often causes miss-management, decrease of efficiency and also effectiveness in key processes. In the paper a structured hand over process handling detailed preparation, extensive know-how transfer and guided introduction of the successor will be introduced as well as a case study in a manufacturing SME. Major topic of the structured knowledge transfer process is to enable organizations to plan and handle leaving or retirement of key persons without loss of key competence.

Tanja Peherstorfer, Bernhard Schmiedinger

How to Transfer a Knowledge Management Approach to an Organization – A Set of Patterns and Anti-patterns

Abstract

The succesful implementation of a knowledge management approach in an organization is inherently difficult and risky. This paper presents, in the form of organizational patterns some concrete advice that will improve the possibilities of a knowledge management initiative to survive the implementation phase. The sources of the advice are a number of case studies that were carried out in private and public organizations.

Anne Persson, Janis Stirna

Developing a Model for Linking Knowledge Management Systems and Intellectual Capital Measurement

Abstract

Knowledge management systems (KMS) and intellectual capital (IC) measurement seek to increase the knowledge assets and the knowledge activities that bring competitive advantage to organizations. However, generally KMS ignore the IC measurement. This paper presents a model for linking these issues, showing the contribution of KMS to the IC measurement and their impact to organizations value creation. The model outlined in this paper should offer valuable guidelines to measuring the intangible assets through the knowledge wrapped in different KMS.

Mário Paulo Pinto, Maria Filomena Lopes, Maria Paula Morais

Synergizing Standard and Ad-Hoc Processes

Abstract

In a knowledge-intensive business environment, knowledge workers perform their tasks in highly creative ways. This essential freedom required by knowledge workers often conflicts with their organization’s need for standardization, control, and transparency. Within this context, the research project DYONIPOS aims to mitigate this contradiction by supporting the process engineer with insights into the process executer’s working behavior. These insights constitute the basis for balanced process modeling. DYONIPOS provides a process engineer support environment with advanced process modeling services, such as process visualization, standard process validation, and ad-hoc process analysis and optimization services.

Andreas S. Rath, Mark Kröll, Keith Andrews, Stefanie Lindstaedt, Michael Granitzer, Klaus Tochtermann

Increasing Search Quality with the Semantic Desktop in Proposal Development

Abstract

Quicker response times and less production costs of proposal development require further automation of sales assistant functionality in CRM environments. Automation still struggles with the handling of abstraction and the subjective character of knowledge. Based on the knowledge creation framework the paper outlines and tests the increase of search quality with Semantic Desktop technology. The discussion of peer-to-peer settings and semantic concepts illustrates the influence of individual perspectives on search quality. It reveals first potentials and benefits for process-integration, like semantic CRM and illustrates approaches to increase knowledge worker’s productivity.

Mark Siebert, Pierre Smits, Leo Sauermann, Andreas Dengel

Managing Many Web Service Compositions by Task Decomposition and Service Quality Evaluation

Abstract

As Web Service technology becomes popular in organizations, we happen to compose many kinds of Web Services; software components from private UDDIs and programmable Web APIs from portal Websites. Thus we should manage many Web Service compositions to select just practical ones from many candidates. Here is discussed how to do it by task decomposition with task repository and service quality evaluation for many composed Web Service candidates. Our case studies with business trip show us that our system should select practical Web Service compositions from many candidates.

Yuya Takabayashi, Harutaka Niwa, Mitsuharu Taneda, Naoki Fukuta, Takahira Yamaguchi

Towards an Ontology for Knowledge Management in Communities of Practice

Abstract

The work presented in this paper is about learning in Communities of Practices (CoP). It is situated in the context of Knowledge Management (KM) services that we are developing in the Palette project dedicated to learning in CoPs. The approach is based on several models detailed in this paper. These models constitute the theoretical grounding upon which the KM services will be based; they are organized in order to constitute a generic meta-ontology, from which a CoP-dependent ontology can be built, so as to annotate the CoP’s knowledge resources.

Géraldine Vidou, Rose Dieng-Kuntz, Adil El Ghali, Christina Evangelou, Alain Giboin, Amira Tifous, Stéphane Jacquemart

Designing a Knowledge Management Approach for the CAMRA Community of Science

Abstract

CAMRA (Center for Advancing Microbial Risk Assessment) gathers a community of scientists that investigate several stages in the life cycle of biological agents of concern. This paper describes the knowledge management (KM) approach adopted for CAMRA’s community of scientists. The approach includes knowledge facilitators, a web- and repository-based KM system, and use-centered design. The approach relies on a KM methodology that addresses the most common causes of failures in KM approaches that was complemented with a use-centered design methodology. The resulting combined methodology represents a unique way of implementing KM to promote knowledge sharing and collaboration. We describe the principles in our design and the initial steps undertaken to implement it for CAMRA. We conclude by laying out our future steps.

Rosina O. Weber, Marcia L. Morelli, Michael E. Atwood, Jason M. Proctor

Knowledge Management for a Large Service-Oriented Corporation

Abstract

The design and maintenance of complex engineering systems such as a jet engine generates a significant amount of documentation. Increasingly, aerospace manufacturers are shifting their focus from selling products to providing services. As a result, when designing new products, engineers must increasingly consider the engine’s complete life-cycle as part of the design process. To identify possible areas of concern, engineers must obtain knowledge gained from the entire life of similar engines. However, because of the size and distributed nature of the company’s operation, engineers often do not have access to front-line maintenance data. In addition, the large number of documents accrued makes it impossible for them to be examined thoroughly. This paper presents a prototype knowledge-based document repository for such an application. It searches and analyzes distributed document resources, and provides engineers with a summary view of the underlying knowledge. The aim is to allow engineers to incorporate maintenance issues into the initial design. Unlike existing document repositories and digital libraries, our approach is knowledge-based, where users browse summary reports instead of following suggested links. To test the validity of our proposed architecture, we have developed and deployed a working prototype.

Sylvia C. Wong, Richard M. Crowder, Nigel R. Shadbolt, Gary B. Wills

Backmatter