LO.4 What Are The Major Types of Knowledge Work Systems, and How Do They Provide Value For Firms? 1. Knowledge Workers and Knowledge Work

LO.
4 What are the major types of knowledge work systems, and how do they provide
value for firms?
1. Knowledge Workers and Knowledge Work
Knowledge workers, include researchers, designers, architects, scientists, and engineers who
primarily create knowledge and information for the organization. Knowledge workers usually
have high levels of education and memberships in professional organizations and are often asked
to exercise independent judgment as a routine aspect of their work. For example, knowledge
workers create new products or find ways of improving existing ones. Knowledge workers
perform three key roles that are critical to the organization and to the managers who work within
the organization:
 Keeping the organization current in knowledge as it develops in the external world—in

technology, science, social thought, and the arts
 Serving as internal consultants regarding the areas of their knowledge, the changes taking
place, and opportunities
 Acting as change agents, evaluating, initiating, and promoting change projects
2. Requirements of Knowledge Work Systems
Most knowledge workers rely on systems such as word processors, email, videoconferencing,
collaboration, and scheduling systems, which are designed to increase worker productivity in the
office. However, knowledge workers also require highly specialized knowledge work systems
with powerful graphics, analytical tools, and communications and document management
capabilities.
These systems require sufficient computing power to handle the sophisticated graphics or
complex calculations necessary for such knowledge workers as scientific researchers, engineers,
and product designers. Because knowledge workers need knowledge from the external world,
these systems also must give the worker quick and easy access to external databases. Figure 11.9
summarizes the requirements of knowledge work systems.
3. Examples of Knowledge Work Systems
Major knowledge work applications include CAD systems and virtual reality systems for
simulation and modeling. Computer-aided design (CAD) automates the creation and revision
of designs, using computers and sophisticated graphics software. Using a CAD workstation,
the designer needs only make a physical prototype toward the end of the design process
because the design can be easily tested and changed on the computer. The ability of CAD
software to provide design specifications for the tooling and manufacturing processes also
saves a great deal of time and money while producing a manufacturing process with far
fewer problems.
CAD systems can supply data for 3-D printing, also known as additive manufacturing,
which uses machines to make solid objects, layer by layer, from specifications in a digital
file. 3-D printing lets workers model an object on a computer and prints it out with plastic,
metal, or composite materials. 3-D printing is currently used for prototyping, custom
manufacturing, and fashioning items with small production runs. Today’s 3-D printers can
handle materials including plastic, titanium, and human cartilage and produce fully
functional components including batteries, transistors, prosthetic devices, LEDs, and other
complex mechanisms.
Virtual reality (VR) systems have visualization, rendering, and simulation capabilities
that go far beyond those of conventional CAD systems. They use interactive graphics
software to create computer-generated simulations that are so close to reality that users
almost believe they are participating in a real-world situation.
Augmented reality (AR) is a related technology for enhancing visualization by overlaying
digital data and images onto a physical real-world environment. The digital technology
provides additional information to enhance the perception of reality, making the surrounding
real world of the user more interactive and meaningful.

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1. Knowledge Workers and Knowledge Work

 Keeping the organization current in knowledge as it develops in the external world—in

2. Requirements of Knowledge Work Systems

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