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Contents 17

11.8 Problem Areas Suitable for Expert Systems 527
11.9 Development of Expert Systems 528
Defining the Nature and Scope of the Problem 529
Identifying Proper Experts 529
Acquiring Knowledge 529
Selecting the Building Tools 529
Coding the System 531
Evaluating the System 531
▶ ApplicAtion cAse 11.5 Clinical Decision Support System for Tendon
Injuries 531
11.10 Concluding Remarks 532
Chapter Highlights 533 • Key Terms 533
Questions for Discussion 534 • Exercises 534
▶ end-of-chApter ApplicAtion cAse Tax Collections Optimization
for New York State 534
References 535
Chapter 12 Knowledge Management and Collaborative systems 537
12.1 Opening Vignette: Expertise Transfer System to Train
Future Army Personnel 538
12.2 Introduction to Knowledge Management 542
Knowledge Management Concepts and Definitions 543
Knowledge 543
Explicit and Tacit Knowledge 545
12.3 Approaches to Knowledge Management 546
The Process Approach to Knowledge Management 547
The Practice Approach to Knowledge Management 547
Hybrid Approaches to Knowledge Management 548
Knowledge Repositories 548
12.4 Information Technology (IT) in Knowledge
Management 550
The KMS Cycle 550
Components of KMS 551
Technologies That Support Knowledge Management 551
12.5 Making Decisions in Groups: Characteristics, Process,
Benefits, and Dysfunctions 553
Characteristics of Groupwork 553
The Group Decision-Making Process 554
The Benefits and Limitations of Groupwork 554
12.6 Supporting Groupwork with Computerized Systems 556
An Overview of Group Support Systems (GSS) 556
Groupware 557
Time/Place Framework 557
12.7 Tools for Indirect Support of Decision Making 558
Groupware Tools 558

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