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Part I Corporate Memory 1
Chapter 1 Knowledge Management and Organizational
Memory 3
1.1 Introduction 3
1.2 A Definition of Knowledge Management 4
1.3 Why Manage Knowledge? 5
1.4 What Is Knowledge? 7
1.5 What Knowledge Should I Be Managing? 10
1.6 Toward a Knowledge Framework 11
1.7 Knowledge Management Activities 13
1.8 A Methodology for Knowledge Management 15
1.9 Vignette: Managing Knowledge at Microsoft 18
1.10 Conclusion 20
Chapter 2 Understanding Case-Based Reasoning 23
2.1 Introduction 23
2.2 What Is CBR? 24
2.3 Case-Based Reasoners Remember 25
2.4 The CBR-Cycle 25
2.5 Cases 27
2.6 Case Storage and Indexing 29
2.7 Key Assumptions 30
2.7.1 The World Is a Regular Place 31
2.7.2 Situations Repeat 31
2.7.3 Similar Problems Have Similar Solutions 31
2.8 Conceptualizing CBR 32
2.9 CBR Processes 34
2.9.1 Retrieval 34
2.9.2 Reuse 41
2.9.3 Revision 41
2.9.4 Review 42
2.9.5 Retain 43
2.9.6 Refine 43
2.10 Conclusion 44
Part II Case Studies 47
Chapter 3 Managing Product Quality: Total Recall
at National Semiconductor 49
3.1 Introduction 49
3.2 The Problem 50
3.2.1 Software Support 51
3.2.2 Application Upgrades 52
3.2.3 Knowledge Management and the Integration of CBR 53
3.3 The Knowledge Management Solution 55
3.3.1 Expected Benefits 55
3.3.2 The Team 56
3.3.3 Implementation Plan 57
3.3.4 Hardware and Software 61
3.3.5 System Architecture 65
3.3.6 Case Representation 70
3.3.7 Case Acquisition 79
3.3.8 Case Retrieval 81
3.3.9 Case Retention 82
3.3.10 Interface Design 83
3.3.11 Testing 83
3.3.12 Rollout 83
3.4 Conclusion 84
Chapter 4 Developing Expertise: Color Matching
at General Electric Plastics 87
4.1 Introduction 87
4.2 The Problem 88
4.2.1 The Existing Process 88
4.2.2 Background to Color Matching 90
4.3 The Knowledge Management Solution 91
4.3.1 Expected Benefits 91
4.3.2 The Team 91
4.3.3 Implementation Plan 92
4.3.4 Hardware and Software 93
4.3.5 System Architecture 94
4.3.6 Case Representation 96
4.3.7 Case Acquisition 96
4.3.8 Case Retrieval 99
4.3.9 Case Adaptation 106
4.3.10 Alternative Method of Color Matching 107
4.3.11 Case Retention 110
4.3.12 Interface Design 110
4.3.13 Testing 113
4.3.14 Rollout 114
4.4 System Demonstration 114
4.4.1 Enter Color Match Request Input 115
4.4.2 Perform Color Match Case-Base Research 116
4.4.3 Experimentally Validate Adapted Case 117
4.4.4 Determine Whether Match Is Acceptable 117
4.5 Maintenance 117
4.6 Benefits 118
4.7 Conclusion 120
Chapter 5 Improving Process Design:
Knowledge Sharing in Aluminum
Foundries 121
5.1 Introduction 121
5.2 The Problem 122
5.3 The Knowledge Management Solution 124
5.3.1 Expected Benefits 124
5.3.2 The Team 124
5.3.3 Implementation Plan 125
5.3.4 System Architecture 126
5.3.5 Case Representation 129
5.3.6 Case Acquisition 131
5.3.7 Case Retrieval 131
5.3.8 Case Adaptation and Retention 132
5.3.9 Interface Design, Testing, and Rollout 133
5.4 System Demonstration 134
5.5 Benefits 136
5.6 Conclusion 137
Chapter 6 Benchmarking Best Practice: Internal
Financial Control at Deloitte Touche 139
6.1 Introduction 139
6.2 The Problem 140
6.3 The Knowledge Management Solution 143
6.3.1 Expected Benefits 145
6.3.2 The Team 147
6.3.3 Implementation Plan 147
6.3.4 Hardware and Software 149
6.3.5 Case Acquisition 150
6.3.6 Case Representation 151
6.3.7 Case Retrieval 152
6.3.8 Case Adaptation 153
6.3.9 Case Retention and Maintenance 155
6.3.10 Interface Design 155
6.3.11 Testing 156
6.3.12 Rollout and Benefits 157
6.4 System Demonstration 158
6.5 Conclusion 159
Chapter 7 Information Retrieval: Intelligent Online
Product Selection for Analog Devices 163
7.1 Introduction 163
7.2 The Problem 164
7.3 The Knowledge Management Solution 168
7.3.1 Expected Benefits 168
7.3.2 The Team 169
7.3.3 System Architecture 169
7.3.4 Case Representation 170
7.3.5 Case Acquisition 170
7.3.6 Case Retrieval 171
7.3.7 Case Adaptation 173
7.4 System Demonstration 173
7.5 Benefits 176
7.6 Conclusion 177
Chapter 8 Distributed Sales Support: Web-Based
Engineering at Western Air 179
8.1 Introduction 179
8.2 The Problem 180
8.3 The Knowledge Management Solution 181
8.3.1 Expected Benefits 182
8.3.2 The Team 183
8.3.3 Implementation Plan 183
8.3.4 Hardware and Software 184
8.3.5 System Architecture 184
8.3.6 Case Representation 185
8.3.7 Case Acquisition 186
8.3.8 Case Retrieval 187
8.3.9 Case Retention 188
8.3.10 Interface Design 189
8.3.11 Testing 189
8.3.12 Rollout 189
8.4 System Demonstration 190
8.5 Benefits 192
8.6 Maintenance 193
8.6.1 Functionally Redundant Cases 194
8.6.2 Functionally Obsolete Cases 198
8.7 Conclusion 199
Chapter 9 Personalizing Information Services:
Intelligent Digital TV at ChangingWorlds 201
9.1 Introduction 201
9.2 The Problem 202
9.3 The Knowledge Management Solution 205
9.3.1 Content-Based Filtering 206
9.3.2 Collaborative Filtering 207
9.3.3 Implementation Plan 208
9.4 System Demonstration 210
9.5 Benefits 212
9.6 Conclusion 213
Part III Conclusion 215
Chapter 10 Lessons Learned 217
10.1 Introduction 217
10.2 Prior Experience with CBR 218
10.3 Prior Solutions 218
10.4 CBR Software and Development Methodology 220
10.5 Existing Process Analogous to CBR 222
10.6 Acquisition and Processing of Cases 223
10.7 Number of Cases and Case Bases 225
10.8 Case Representation 227
10.9 Case Retrieval Technique 228
10.10 Case Revision 228
10.11 Case Review 230
10.12 Organizational Change 231
10.13 Conclusion 232
Library of Congress Subject Headings for this publication: Knowledge management Case studies, Corporations History