The advancement of technology and computer science increasingly affects automation in businesses. Knowledge management systems (KMS) store information, practices, standards, and recommendations for workers in an organization (Santoro et al., 2018). With the help of a KMS, an employee gains access to all helpful data that the company has gathered about its problems and solutions. Therefore, the role of the KMS in an organization is to provide workers with the necessary knowledge to make their jobs easier while ensuring that their performance is efficient and high-quality.
Expert systems are built upon KMS because they use the knowledge necessary to resolve issues and answer questions. However, while KMS only provides information, expert systems are created to make suggestions and decisions based on the included data and algorithms (Islam et al., 2019). For example, in a cleaning service, an expert system may recommend the best approach to remove a certain stain if the user inputs the type of stain and material.
Content management systems (CMS) have another function, although they can also benefit from the information stored in the KMS. CMS is utilized to make or modify content, including websites, online stores, online communities, photo galleries, and more (Priefer et al., 2021). In business, CMS can serve as a tool for designing item repositories that store records and can be updated with the simple interface of CMS services (Priefer et al., 2021). These systems can benefit from KMS by integrating various information such as laws and regulations, shared documents, and templates.
Expert systems have many benefits for businesses with large amounts of information and frequent decision-making. They facilitate decision-making by providing suggestions based on the available information, thus streamlining the working process and increasing efficiency (Islam et al., 2019). For example, a worker may not know which tool to use in a scenario. They can input the information into an expert system and get a recommendation without reading about all strategies. Moreover, expert systems lower the rate of human error as they rely on logical analysis of the available facts. If a stain removal technique is input into the KMS, the expert system is likely to choose it consistently, while people may forget or mix up methods. Content management systems organize documents and files and serve as a standardized system that simplifies knowledge management. Workers who manage a website or a catalog of all solutions and data can easily update them with a CMS. At the same time, users of the guides can quickly access all content.
Business intelligence (BI) combines data and analysis to provide companies with an insight into their performance. Organizations can benefit from BI in many ways, including increased performance data transparency and efficiency (Tavera Romero et al., 2021). For instance, if the company decides to log the number of errors or unsuccessful cleaning procedures, BI can demonstrate which departments make the most mistakes or what these negative outcomes are, and why they occur. Another example is the organization’s ability to use BI to determine which strategies help workers finish their job quickly without losing quality.
Social media information systems (SMIS) are platforms where users can share content. Companies can utilize SMIS to increase customer engagement, collect client data, and share news about the business (Dwivedi et al., 2018). The cleaning business under analysis can implement SMIS to gather information about customer satisfaction and the effectiveness of cleaning technicians’ performance. Furthermore, the company may benefit from using SMIS as a tool for sharing its successes and tips for new workers and potential hires, becoming an expert in a social media community.
References
Dwivedi, Y. K., Kelly, G., Janssen, M., Rana, N. P., Slade, E. L., & Clement, M. (2018). Social media: The good, the bad, and the ugly. Information Systems Frontiers, 20(3), 419-423.
Islam, M. S., Nepal, M. P., Skitmore, M., & Kabir, G. (2019). A knowledge-based expert system to assess power plant project cost overrun risks. Expert Systems with Applications, 136, 12-32.
Priefer, D., Rost, W., Strüber, D., Taentzer, G., & Kneisel, P. (2021). Applying MDD in the content management system domain. Software and Systems Modeling, 20(6), 1919-1943.
Santoro, G., Vrontis, D., Thrassou, A., & Dezi, L. (2018). The Internet of Things: Building a knowledge management system for open innovation and knowledge management capacity. Technological Forecasting and Social Change, 136, 347-354.
Tavera Romero, C. A., Ortiz, J. H., Khalaf, O. I., & Ríos Prado, A. (2021). Business intelligence: business evolution after industry 4.0. Sustainability, 13(18), 10026.