© 2009 ibm corporation knowledge management (data information knowledge) (mobilising information...
TRANSCRIPT
© 2009 IBM Corporation
Knowledge Management(Data Information Knowledge)
(Mobilising Information for Knowledge Society)
IBM Research-India
Mukesh Mohania, Ph.D.IBM Research - India
© 2009 IBM Corporation2
Knowledge Management
Data – is a raw form, with no context given. For example, 1A2B3C4D.
Information – is valid w.r.t time. It has context. For example, 1A2B3C4D is a CitizenID.
Knowledge – make information useful with some belief in the form of expectations, which may be derived from experience or data analytics.
Knowledge Management is an integrated, systematic approach to identifying, managing, and sharing all of an enterprise’s information assets, including databases documents, policies, and procedures.
The effective use of KM is to empower and enrich people and build ‘smart’ applications, such as, smart healthcare services, transportation systems, etc.
“The key in decision is to know something that nobody else knows”
© 2009 IBM Corporation3
MotivationCountry serves many millions of people and several business
organizations. Information about the citizens/government/business entities is
stored in several data/content sources, but unfortunately sitting in silos.
Content Query
Database Query
Content Result
Database
Result
Knowledge
ManagementUnstructured data (>85%)
Structured data (<15%) How do I correlate/sense/act/predict
events?
Intelligent decisions are made from integrated information.
© 2009 IBM Corporation4
Goal For Knowledge Society:
Knowledge Society = Interconnected
+ Instrumented
+ Intelligent
– Provide ‘Right’ information to the ‘Right’ people (citizens, employees, service providers) at ‘Right’ time.
• Break down information silos through the use of active, event-based, and context-oriented information integration technologies.
• Provide holistic view of Information based on search interface and/or (analytics) query.• Build smart applications for better, accurate, secure, and intelligent services to citizens,
employees, providers.
Knowledge Discovery and Management is the KEY
© 2009 IBM Corporation5
Smart Government: Ensuring the economic health, welfare and security of our citizens
SENSE AND RESPONDCAPABILITIESEnabling defense and law enforcement organizations to achieve situational awareness, increased speed of command and combat superiority.
GOVERNMENT ACCOUNTABILITYLeveraging business intelligence and planning to improve insight and elevate performance with visibility and control.
CITIZEN-CENTEREDEXPERIENCES
Connecting people to programs based on
individual needs—achieving sustainable
outcomes while reducing operational costs and maximizing taxpayer
value.
GREEN GOVERNMENTFOR A GREENER PLANET
Deploying environmentally responsible operations,
from energy efficiency and conservation to
transportation management and the pursuit
of renewable resources.
GOVERNMENT
© 2009 IBM Corporation6
Data Quality Lack of information
standards – Different formats &
structures across different systems
Data surprises in individual fields– Data misplaced in the
database
Information buried in free-form fields
The redundancy nightmare– Duplicate records with a
lack of standards
Name Surname Telephone
SAMAD DURRANI 9821636441
SUSHMA BANSODE c/o 95251-5600423
MAHADEVTA DRUPAD B FAX:2872423
Mr S S ACHARYA S/O P UMESH Rao,, A/44UMLYA C H S AGARKAR RD NR NORTH KANARA G S M BANK DOMBIVALI THANE 421201,
S Mehta IBM-IRL ISID, Vasant Kunj, ND 110 070Suresh Mehta IBM Research ISID Campus, Vasant Kunj New Delhi 70S Mehata 1BM Research Lab ISID, Vasant Kunj, New Delhi 110070
90328574 Ajay K. M C Chagala Rd, Andheri, Mumbai
90328575 Ajay Khade Mahommedali Currim..., Mumabai
90238495 Khadde Ajay Mahommedali C Chagala Rd,
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IBM India Research Lab © 2007 IBM Corporation
Knowledge Discovery from Voice of Citizen
Voice
Analysis
Claims…. not processedTaking too much timeRefund ……not given
Linguistic Analysis
Mining Views/Functions
Business Value: feedback to improve CSAT
OAE
Annotated and linked Text Records and structured data
Data CleaningData linking
Linkage Discovery,QualityStage, etc.
StructuredDB
UnStructuredDB
•First call resolution•Reducing turn around time•Identifying pain points•Churn prediction•Relating business metrics to customer perceptions•Improving service levels
Transcribed Noisy Calls
ASR
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IBM is committed to develop technologies for Smarter Infrastructure ---
Smart traffic systems
Smart water management
Smart energy grids
Smart healthcare
Smart food systems
Intelligent oil field technologies
Smart regions
Smart weather
Smart countries
Smart supply chains
Smart cities
Smart retail
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1951-1978’51: IBM sets up manufacturing unit in India
’62: IBM in Sri Lanka established
1992 - 1998’92: IBM re-enters Indian
Market; joint venture with TATA
’97: TISL becomes Tata IBM Ltd; IGS launched
’98: India Research Lab launched
1999 - 2003
’99: IBM India Pvt Ltd formally launched
’00: IGF launched
’01: India Software Lab launched
’03: IRL launched its Technology Center
’03: IGS India achieved SEI CMMI Level 5
2004-2009
’04: IBM acquires Daksh
’04: Landmark Bharti-Airtel deal
’06: $6B investment in India announced by IBM Chairman
’07: Telecom success continues with Vodafone, Idea Cellular, BSNL
’08: Launch of Delivery Centers in Pune & National Capital Region
’08: Visit from IBM Board of Directors
’08: Launch of Cloud Computing Center in Bangalore
’08: Presence in 22 cities with 2,500 Business Partners
’09: Expansion into Ahmedabad, Lucknow and Jaipur
IBM has long history and deep roots in India/South Asia
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Bangalore.Chennai
.Hyderabad
Mumbai. Pune
Kolkata
Delhi, NCR, Gurgaon
..
DOMESTIC BUSINESS Systems & Technology Group Software Group Global Business Services Global Technology Services IBM Global Financing
INDIA SOFTWARE LABBangalore, Pune, Hyderabad, Gurgaon, Mumbai
MANAGED BUSINESS PROCESS SERVICES (MBPS)Bangalore, Delhi, Mumbai, Pune, Kolkata, Chennai, Vizag, Chandigarh
GLOBAL BUSINESS SERVICES – GLOBAL DELIVERYBangalore, National Capital Region (NCR), Kolkata, Hyderabad, Chennai, Pune
INTEGRATED TECHNOLOGY DELIVERYBangalore, Hyderabad, Chennai
CENTERS OF EXCELLENCE FOR: Semiconductor ResearchCloud ComputingGlobal Engineering ServicesGlobal Business SolutionsServices Innovation Research IBM Innovation (Business Partners)
BangaloreIBM RESEARCH - INDIADelhi, Bangalore, Hyderabad ‘collaboratory’
India: a Microcosm of IBM Today
Global Business Services
Business Process Outsourcing
India Software Lab
Integrated Technology Delivery
IBM Research – India
Chandigarh
Vizag.
..
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Corporate Social Responsibility (CSR) Programs
Corporate Service Corps (CSC)• India hosted 39 CSC participants from 19
countries in Ahmedabad and Mumbai • 75 IBMers from India were outbound CSC
participants
On Demand Community (ODC)• 15,300+ registered IBM volunteers in India• Reinventing Education (RE): transforming
classrooms in 20 schools, covering 500 educators and 1,850 students
Supporting business objectives• Geographic expansion:
• Gujarat focus -- Tribal Development Dept., Govt. of Gujarat, SEWA and more
• Exploratory work in Bangladesh & Sri Lanka• Stronger partnerships with state and local
governments (e.g., disaster relief)• Commercial market development through
partnerships with like-minded organizations
2010 CSR Focus Areas
• Program alignment with IBM’s strategic priorities (India’s National Agenda, Smarter Cities program)
• Adapt new offerings/new programs to India (e.g., Service Grants)
• Extend program reach to rural & semi-urban regions of India and Sri Lanka
• Demonstrate community leadership
We have deepened our impact on local communities
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© 2009 IBM Corporation
IBM Research – India
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IBM Research - India Strategic Priorities
Technical Competencies
Business Areas
Computer Science• Distributed Systems – systems mgmt., middleware• Information Management – data mining, machine learning• Interaction Technologies – speech• Programming Technologies – parallel and hi-perf. prog.• Software Engineering – model-driven, distributed dev.
Service Delivery
InfrastructureServices
ApplicationServices
ContactCenter
Services
Emerging Solutions
TelecomOthers
(Banking, Retail, …)
Math Science• Operations Research• Algorithms• Optimization• Analytics
Service Science• Service Engineering• Service Management• Service Quality• Service Supply Chains• Service Info. Systems
Software
HPC
Mobile WebService Quality
Cloud
Massive Data Analysis
© 2009 IBM Corporation
IBM Research – India
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Thank Thank You!You!