Wen Peihan, Zhao Yiming, Liu Jin
School of Management Science and Real Estate, Chongqing University, Chongqing, 400044, PR China.
Heliyon. 2023 Sep 22;9(10):e20390. doi: 10.1016/j.heliyon.2023.e20390. eCollection 2023 Oct.
Standardized routine operation management (SROM) has been widely accepted and applied by kinds of enterprises and played a key supporting role. With full use of the emerging knowledge-based smart management technology, SROM will further increase comprehensive efficiency and save human resources greatly at the same time, especially for small and medium enterprises (SMEs). Hence, we propose a systematic knowledge-based smart management method to transfer SROM activities from human operations to automatic response by means of knowledge explicitation, organization, sharing and reusing, which can be further achieved by employing knowledge graph. We took a typical SROM instance, ISO 9000 implementation management, as an example to validate the transformation from human activities to knowledge graph-based automatic operation. We firstly analyzed characteristics of domain knowledge and constructed an ontology model according to the knowledge stability. Secondly, a hybrid knowledge graph construction and dynamic updating framework together with related algorithms were designed by deliberately integrating semantic similarity calculation and natural language processing. Thirdly, we developed a question-answering mechanism and reasoning system based on the ISO 9000 implementation knowledge graph to support automatic decision and feedback for ISO 9000 routine operation management including knowledge learning and processes auditing. Finally, the practicability and effectiveness of SROM knowledge graph has been validated in a SME in China, realizing the application of question-answering, job responsibility recommendation, conflict detection, semantic detection, multidimensional statistical analysis. The proposed method can also be generalized to support auxiliary optimization decision, vertical risk control, operation mode analysis, optimization model improvement experience and so on.
标准化日常运营管理（SROM）已被各类企业广泛接受和应用，并发挥了关键的支撑作用。充分利用新兴的基于知识的智能管理技术，SROM将进一步提高综合效率，同时大幅节省人力资源，特别是对于中小企业（SME）而言。因此，我们提出一种基于知识的系统智能管理方法，通过知识的显性化、组织、共享和重用，将SROM活动从人工操作转变为自动响应，这可以通过运用知识图谱进一步实现。我们以一个典型的SROM实例——ISO 9000实施管理为例，来验证从人工活动到基于知识图谱的自动操作的转变。我们首先分析了领域知识的特征，并根据知识稳定性构建了本体模型。其次，通过有意整合语义相似度计算和自然语言处理，设计了一个混合知识图谱构建与动态更新框架以及相关算法。第三，我们基于ISO 9000实施知识图谱开发了一个问答机制和推理系统，以支持ISO 9000日常运营管理的自动决策和反馈，包括知识学习和流程审核。最后，SROM知识图谱的实用性和有效性在中国一家中小企业中得到了验证，实现了问答、工作职责推荐、冲突检测、语义检测、多维统计分析等应用。所提出的方法还可以推广到支持辅助优化决策、垂直风险控制、运营模式分析、优化模型改进经验等方面。
