Laudon Mis15e Chapter-11

Management Information Systems, 15e (Laudon) Chapter 11 Managing Knowledge

1) Which of the following is the last step in the knowledge management value chain? A) Feedback B) Acquire C) isseminate ) !tore ") Appl# Answer$ " ifficult#$ %$ &oderate AAC!B$ Anal#tical thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? %) About ******** percent of the +nited !tates ,- is produced b# the knowledge and information sectors. A) 1/ B) %/ C) 0/ ) / ") 2/ Answer$ C ifficult#$ 3$ Challenging AAC!B$ 4eflective thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? 3) Which of the following statements best describes the relationship between collaboration and knowledge management? A) Collaboration is impossible without knowledge. B) 5nowledge is impossible without collaboration. C) 5nowledge is useful onl# when shared with others. ) As knowledge improves6 so does collaboration. c ollaboration. ") 5nowledge is the result of collaboration. Answer$ C ifficult#$ %$ &oderate AAC!B$ Anal#tical thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? 0) 7he te8t defines ***** as the flow of events or transactions captured b# an organi9ation:s s#stem$ A) information B) data C) wisdom ) knowledge 1 Cop#right ; %<12 -earson "ducation6 =nc.

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") e8perience Answer$ B ifficult#$ 1$ "as# AAC!B$ 4eflective thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? /) 7he te8t defines ******** as e8pertise e8 pertise of organi9ational members that has not been formall# documented.$ A) wisdom B) information C) data ) e8perience ") tacit knowledge Answer$ " ifficult#$ %$ &oderate AAC!B$ 4eflective thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? ) Which of the following statements is not an an accurate description of the importance of knowledge to a firm? A) 5nowledge e8periences network effects as more people share it. B) 5nowledge should be seen as an intangible ke# asset. C) 5nowledge enables firms to become more efficient in their use of scarce resources. ) 5nowledge is unconditional. ") &uch of the firm:s value relies on being able to create knowledge. Answer$  ifficult#$ 3$ Challenging AAC!B$ Anal#tical thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? >) What is meant b# the statement knowledge is stick#? A) 5nowledge is hard to move. B) 5nowledge is universall# applicable. C) 5nowledge works onl# in certain situations. ) 5nowledge is intangible. ") 5nowledge is difficult d ifficult to replace. Answer$ A ifficult#$ 3$ Challenging AAC!B$ Anal#tical thinking











A) 5nowledge is a firm asset. B) 5nowledge has different forms. C) 5nowledge has a location. ) 5nowledge is situational. ") 5nowledge is timeless. Answer$ " ifficult#$ 3$ Challenging AAC!B$ 4eflective thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? @) Changing organi9ational behavior b# sensing and responding to new e8perience and knowledge is called$ A) change management. B) knowledge leveraging. C) the knowledge value chain. ) machine learning. ") knowledge management. Answer$  ifficult#$ %$ &oderate AAC!B$ 4eflective thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? 1<) What is the first valueadding step in the knowledge business value chain? A) Acquire B) ata and information acquisition C) !tore ) isseminate ") Appl# Answer$ B ifficult#$ %$ &oderate AAC!B$ Anal#tical thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? 11) 7he set of business processes6 culture6 and behavior required to obtain value from investments in information s#stems is one t#pe of$ A) knowledge culture. B) knowledge discover#. discover#. C) organi9ational and management capital. ) organi9ational routine.











business? 1%) Which of the following are the three maor t#pes of knowledge management s#stems? A) &=!6 !!6 and 7-! B) C4&6 !C&6 and CA C) B&!6 !!6 and "C& ) C(-s6 "C&6 and &=! ") "nterprisewide knowledge management s#stems6 5W!6 and intelligent techniques Answer$ " ifficult#$ %$ &oderate AAC!B$ =nformation technolog# '($ 111$ What is the role of knowledge management and knowledge management programs in business? 13) !peciali9ed s#stems built for knowledge workers charged with discovering and creating new knowledge for a compan# are called$ A) 5W!. B) '&!. C) wikis. ) C(-s. ") enterprisewide knowledge management s#stems. Answer$ A ifficult#$ 1$ "as# AAC!B$ =nformation technolog# '($ 111$ What is the role of knowledge management and knowledge management programs in business? 10) Which of the following does not describe describe the dimensions of knowledge in a firm? A) =t is conte8tual and applicable onl# in relevant situations. B) =t is intangible. C) =t is subect to the laws of diminishing returns. ) =t is a cognitive event involving mental models. ") =t is enmeshed in a firm:s culture. Answer$ C ifficult#$ 3$ Challenging AAC!B$ Anal#tical thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? 1/) ******** knowledge e8ists in formal documents6 as well as in formal rules that organi9ations derive b# observing e8perts and their decisionmaking behaviors. A) +nstructured











ifficult#$ 1$ "as# AAC!B$ 4eflective thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? 1) While s#stems such as 5W! can manage semistructured and unstructured information6 enterprisewide content management s#stems are designed to manage a firm:s structured information. Answer$ FA'!" ifficult#$ 1$ "as# AAC!B$ 4eflective thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? 1>) Both structured and unstructured documents can contain knowledge. Answer$ 74+" ifficult#$ 1$ "as# AAC!B$ 4eflective thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? 12) 5nowledge is stick# and not easil# moved. Answer$ 74+" ifficult#$ 1$ "as# AAC!B$ 4eflective thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? 1@) For a firm6 organi9ational resources are unnecessar# to transform data into kno wledge. Answer$ FA'!" ifficult#$ %$ &oderate AAC!B$ 4eflective thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? %<) "8pertise is thought to be the collective and individual e8perience of appl#ing knowledge to the solution of problems. Answer$ FA'!" ifficult#$ 1$ "as# AAC!B$ 4eflective thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business?











include e8plicit knowledge6 such as maps and routes between destinations. 7acit 7acit knowledge would include the e8perience of drivers6 such as the best alternate routes between destinations or passenger needs. A ta8i service might benefit from a s#stem that gave drivers guides on routes that included alternate routes drivers had found. =t might benefit from a learning management s#stem D'&!) that trained drivers for locations6 destinations6 and alternate routes. ifficult#$ 1$ "as# AAC!B$ Anal#tical thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? %%) Briefl# outline the knowledge management value chain as it might appl# to the online catalog s#stem of a public librar#. librar#. Answer$ !teps in the knowledge management management chain include$ Acquisition$ for an online catalog of a librar# this would be getting the book data into digital format. !torage$ 7his would involve the s#stems for storing this data6 perhaps a cen tral server. server. issemination$ 7he librar# would need to determine how the card catalog information is accessed b# the public or b# staff. Application$ 7his would involve the card catalog becoming part of the librar#:s business processes$ for e8ample6 the card catalog would be linked to a s#stem of borrowing6 so that users would know from the card catalog whether a book was out on loan. &anagement and organi9ational activities$ 7his would entail using the s#stem with a card catalog base for other services6 perhaps linking up to a wider librar# s#stem to share share resources6 information6 or book loaning between s#stems. ifficult#$ 3$ Challenging AAC!B$ Anal#tical thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business?E %3) =dentif# the three maor t#pes of knowledge management s#stems. -rovide two e8amples of each. Answer$ 7he maor t#pes of knowledge management s#stems s#stems are enterprisewide enterprisewide knowledge management s#stems6 knowledge work s#stems D5W!)6 and intelligent techniques. "nterprisewide knowledge management s#stems include$ enterprise content management D"C&) s#stems6 collaboration and social tools6 and learning management manag ement s#stems D'&!). 7#pes of 5W! include$ computeraided computeraided design DCA) s#stems6 s#stems6 and virtual realit# D4) s#stems. =ntelligent techniques include$ data mining6 e8pert s#stems6 casebased reasoning6 fu99# logic6 neural networks6 genetic algorithms6 h#brid A= s#stems6 and intelligent agents. ifficult#$ 1$ "as# AAC!B$ Anal#tical thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business?













ifficult#$ 3$ Challenging AAC!B$ Anal#tical thinking '($ 111$ What is the role of knowledge management and knowledge management programs in business? %/) Which of the following t#pes of s#stem enables organi9ations to digiti9e6 inde86 an d tag documents according to a coherent framework? A) Wikis B) CA C) "C& ) '&! ") 4 Answer$ C ifficult#$ 1$ "as# AAC!B$ =nformation technolog# '($ 11%$ What t#pes of s#stems s#stems are used for enterprisewide enterprisewide knowledge management and how do the# provide value for businesses? %) =nformal social networks of professionals and emplo#ees within and outside the firm who have similar workrelated activities and interests are called communities of$ A) practice. B) professionals. C) interest. ) knowledge. ") e8pertise. Answer$ A ifficult#$ %$ &oderate AAC!B$ 4eflective thinking '($ 11%$ What t#pes of s#stems s#stems are used for enterprisewide enterprisewide knowledge management and how do the# provide value for businesses? %>) All of the following are t#pical components or capabilit# of an "C&s#stem except $ A) knowledge portals











) "mail ") &emos Answer$ A ifficult#$ %$ &oderate AAC!B$ Anal#tical thinking '($ 11%$ What t#pes of s#stems s#stems are used for enterprisewide enterprisewide knowledge management and how do the# provide value for businesses? %@) =n content management6 once a ta8onom# is developed6 documents must then be ******** with the proper classification. A) tagged B) inventoried C) tupled ) retrieved ") archived Answer$ A ifficult#$ %$ &oderate AAC!B$ 4eflective thinking '($ 11%$ What t#pes of s#stems s#stems are used for enterprisewide enterprisewide knowledge management and how do the# provide value for businesses? 3<) Hou Hou are advising a video v ideo production compan# on the best t#pe of knowledge management manage ment s#stem to help them archive digital video and a nd sound clips. Which of the following will suit their needs? A) &((C B) igital asset management s#stem C) CA s#stem ) 4&' s#stem ") '&! Answer$ B ifficult#$ %$ &oderate AAC!B$ Anal#tical thinking '($ 11%$ What t#pes of s#stems s#stems are used for enterprisewide enterprisewide knowledge management and how











3%) Which of the following is a tool for the management6 deliver#6 tracking6 and assessment of various t#pes of emplo#ee learning? A) =nvestment workstation B) (rgani9ational learning s#stem C) "mplo#ee enrichment s#stem ) '&! ") "mplo#ee management s#stem Answer$  ifficult#$ %$ &oderate AAC!B$ =nformation technolog# '($ 11%$ What t#pes of s#stems s#stems are used for enterprisewide enterprisewide knowledge management and how do the# provide value for businesses? 33) ADn) ******** is a scheme for classif#ing information and knowledge in such a wa# that it can be easil# accessed. A) =ntelligent technique B) C(C) 5W! ) enterprisewide knowledge management s#stem ") ta8onom# Answer$ " ifficult#$ %$ &oderate AAC!B$ 4eflective thinking '($ 11%$ What t#pes of s#stems s#stems are used for enterprisewide enterprisewide knowledge management and how do the# provide value for businesses? 30) !tructured knowledge is e8plicit knowledge that e8ists in formal documents and formal rules. Answer$ 74+" ifficult#$ 1$ "as# AAC!B$ 4eflective thinking '($ 11%$ What t#pes of s#stems s#stems are used for enterprisewide enterprisewide knowledge management and how do the# provide value for businesses?











solution the# are looking for. for. (ther tools #ou can use include bestpractices documents6 FAJs6 collaboration tools6 wikis6 and blogs for helping gather and disseminate tacit knowledge. ifficult#$ 3$ Challenging AAC!B$ Anal#tical thinking '($ 11%$ What t#pes of s#stems s#stems are used for enterprisewide enterprisewide knowledge management and how do the# provide value for businesses? 3>) Hou Hou have been hired b# a small architectural firm interested in implementing a kno wledge management s#stem. What features do #ou think would be of most benefit to them? Answer$ !tudent answers will var#. var#. 7he abilit# to store structured documents6 such as plans6 blueprintsG collaboration tools6 the abilit# to reference reference uptodate local or national building codes6 a s#stem for storing case studies6 best practices6 and corporate standards. Also of importance is a 5W! or CA to aid in engineering and design. ifficult#$ 3$ Challenging AAC!B$ Anal#tical thinking '($ 11%$ What t#pes of s#stems s#stems are used for enterprisewide enterprisewide knowledge management and how do the# provide value for businesses? 32) Which of the following statements about 3 printing is not true? true? A) =t creates solid obects. B) =t is also called additive manufacturing. C) =t is incompatible with the cloud. ) =t creates obects la#er b# la#er. ") =t uses specifications in a digital file. Answer$ C ifficult#$ %$ &oderate AAC!B$ 4eflective thinking '($ 113113$ 113113$ What are the maor t#pes of knowledge work s#stems and how do the# provide value for firms? 3@) All of the following are considered to be knowledge workers except $ A) designers. B) engineers.











one. ) ,enetic algorithms use an iterative process to refine initial solutions so that better ones are more likel# to emerge as the best solution. ") ,enetic algorithms discover knowledge b# using hardware and software that parallel the processing patterns of the biological or human brain. Answer$ " ifficult#$ 3$ Challenging AAC!B$ =nformation technolog# '($ 113$ What are the maor t#pes of knowledge work s#stems and how do the# provide value for firms? 01) CA workstations$ A) provide engineers6 designers6 and factor# managers with precise control over industrial design and manufacturing. B) provide an important source of e8pertise for organi9ations. C) allow groups to work together on documents. ) are highend -Cs used in the financial sector to anal#9e trading situations instantaneousl# and facilitate portfolio management. ") facilitate emplo#ee learning. Answer$ A ifficult#$ %$ &oderate AAC!B$ =nformation technolog# '($ 113$ What are the maor t#pes of knowledge work s#stems and how do the# provide value for firms? 0%) Which of the following would not be be classified as a 5W!? A) CA s#stem B) 3 visuali9ation s#stem C) A4 applications ) "8pert s#stem ") 4 s#stem Answer$  ifficult#$ %$ &oderate













AAC!B$ =nformation technolog# '($ 113$ What are the maor t#pes of knowledge work s#stems and how do the# provide value for firms? 00) All of the following are intelligent personal assistants for consumers except $$ $$ A) !iri. B) Ale8a. C) ,oogle Kow. ) Watson ") Cortana. Answer$  ifficult#$ 1$ "as# AAC!B$ =nformation technolog# '($ 110$ What are the business benefits benefits of using intelligent intelligent techniques for knowledge management? 0/) Which of the following seeks to enhance human perception b# combining a live direct view of the ph#sical world with computergenerated images? A) A4 B) 4&' C) CA ) 5W! ") '&! Answer$ A











'($ 113$ What are the maor t#pes of knowledge work s#stems and how do the# provide value for firms? 0@) 4&' requires the use of a powerful server as well as large amounts of bandwidth. Answer$ FA'!" ifficult#$ %$ &oderate AAC!B$ =nformation technolog# '($ 113$ What are the maor t#pes of knowledge work s#stems and how do the# provide value for firms? /<) Wh# are knowledge workers so important to the digital firm? What are their functions and which of these do #ou feel is most critical to the success of the firm? Wh#? Answer$ !tudent answers will var#6 var#6 but should include an understanding of the three main functions of knowledge workers. An e8ample answer is$ 5nowledge workers create new products or find wa#s to improve e8isting ones. Without Without them6 the firm would stagnate and become less competitive in an environment that is alwa#s changing and is increasingl# more competitive. =n the modern econom#6 econom#6 knowledge is trul# power. 7he three maor functions of knowledge workers are$ keeping the organi9ation uptodate in knowledge as it develops in the e8ternal worldG serving as internal consultants regarding their areas of knowledge and its opportunitiesG and acting as change agents as the# evaluate6 initiate6 and promote new proects. 7he most important of these is to develop new n ew knowledge as it applies to the making of products or services6 as offering products and services is the mainsta# of the corporation. ifficult#$ %$ &oderate











requires little bandwidth. u-ont:s I#per-lant is an e8ample of a business application. I#per-lant allows users to go through threedimensional models as if the# were ph#sicall# walking through a plant6 which reduces errors during the construction of manufacturing structures. Augmented Augmented realit# DA4) s#stems combine a direct view of ph#sical world with computergenerated imager# to enhance the perception of realit#. realit#. A4 has been used in sports broadcasts6 image guided surger#6 surger#6 militar# training6 and other fields. ifficult#$ %$ &oderate AAC!B$ Anal#tical thinking '($ 113$ What are the maor t#pes of knowledge work s#stems and how do the# provide value for firms? /3) Apple:s !iri application is an e8ample of$ A) neural networks. B) CB4. C) A=. ) intelligent agents. ") machine learning. Answer$  ifficult#$ 1$ "as# AAC!B$ =nformation technolog# '($ 110$ What are the business benefits benefits of using intelligent intelligent techniques for knowledge management?











/) Which of the following techniques is used for knowledge discover#? A) "8pert s#stem B) 7ransaction processing s#stems C) CB4 ) ata mining ") Fu99# logic Answer$  ifficult#$ %$ &oderate AAC!B$ =nformation technolog# '($ 110$ What are the business benefits benefits of using intelligent intelligent techniques for knowledge management? />) Which of the following is a computerbased s#stem that attempt to emulate human behavior? A) Fu99# logic B) Keural networks C) A= technolog# ) ,enetic algorithms ") '&! Answer$ C ifficult#$ %$ &oderate AAC!B$ =nformation technolog# '($ 110$ What are the business benefits benefits of using intelligent intelligent techniques for knowledge management?











'($ 110$ What are the business benefits benefits of using intelligent intelligent techniques for knowledge management? <) Backward chaining is$ A) a strateg# for searching the rule base in an e8pert s#stem that begins with information entered b# the user. B) the programming environment of an e8pert s#stem. C) a method of organi9ing e8pert s#stem knowledge into chunks. ) a strateg# for searching the rule base in an e8pert s#stem that begins with a h#pothesis. ") a programming algorithm used to create a virtual world using 4&'. Answer$  ifficult#$ %$ &oderate AAC!B$ 4eflective thinking '($ 110$ What are the business benefits benefits of using intelligent intelligent techniques for knowledge management? 1) "8pert s#stems$ A) are capable of solving solving wide ranges of problems. B) are based on ( WI='" rules. C) lack the general intelligence of human beings ) share characteristics with mainframe computing. ") are used for knowledge discover#. Answer$ C













") it is difficult to program at this level of comple8it# without introducing software bugs. Answer$ C ifficult#$ 3$ Challenging AAC!B$ Anal#tical thinking '($ 110$ What are the business benefits benefits of using intelligent intelligent techniques for knowledge management? 0) Which of the following stores descriptions of past e8periences of human specialists in a database for later retrieval when the user encoun ters a situation with similar characteristics? A) CB4 B) Fu99# logic C) ata mining ) '&! ") "8pert s#stems











management? >) Fu99# logic is a t#pe of$ A) data mining. B) a neural network. C) an intelligent technique. ) business intelligence. ") CB4. Answer$ C ifficult#$ %$ &oderate AAC!B$ 4eflective thinking '($ 110$ What are the business benefits benefits of using intelligent intelligent techniques for knowledge management?











") seek to emulate a human e8pert:s wa# of solving problems. Answer$ A ifficult#$ %$ &oderate AAC!B$ 4eflective thinking '($ 110$ What are the business benefits benefits of using intelligent intelligent techniques for knowledge management? >1) !oftware programs that work without direct human intervention to carr# out specific tasks for individual users6 business processes6 or software applications6 are called$ A) intelligent agents. B) intelligent techniques. C) business intelligence. ) A= h#brid s#stems. ") genetic algorithms.











e8plicit programming. A) Keural networks B) C(C) ,enetic algorithms ) &achine learning ") =ntelligent techniques Answer$  ifficult#$ %$ &oderate AAC!B$ =nformation technolog# '($ 110$ What are the business benefits benefits of using intelligent intelligent techniques for knowledge management? >/) 7he terms used in a fu99# logic s#stem to describe imprecise states or conditions are referred to as$











'($ 110$ What are the business benefits benefits of using intelligent intelligent techniques for knowledge management? >2) ADn) ******** is a t#pe of intelligent technique that finds patterns and relationships in massive data sets too large for a human to an al#9e. A) inference engine B) CA C) e8pert s#stem ) genetic algorithm ") neural network Answer$ " ifficult#$ %$ &oderate AAC!B$ 4eflective thinking '($ 110$ What are the business benefits benefits of using intelligent intelligent techniques for knowledge













ifficult#$ %$ &oderate AAC!B$ =nformation technolog# '($ 110$ What are the business benefits benefits of using intelligent intelligent techniques for knowledge management?











Answer$ 74+" ifficult#$ %$ &oderate AAC!B$ =nformation technolog# '($ 110$ What are the business benefits benefits of using intelligent intelligent techniques for knowledge management?











Answer$ Chatbots Dchatterbots) are software agents designed to simulate a conversation with one or more human users via te8tual or auditor# methods. 7he# tr# to understand what #ou t#pe t#pe or sa# and respond b# answering questions or e8ecuting tasks. Chatbots are t#picall# used in s#stems for customer customer service or information information acquisition. For e8ample6 Facebook has integrated chatbots into its &essenger messaging app6 so that an# outside compan# with a Facebook brand











@>) 7oda#Es 7oda#Es A= s#stems are about to come up with new and novel solutions to problems. Answer$ FA'!" ifficult#$ 3$ Challenging AAC!B$ =nformation technolog#

Laudon Mis15e Chapter-11

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