Expertise and experience of organizational members that has not been formally documented is known as

Management Information Systems, 12e (Laudon)

Chapter 11 Managing Knowledge

1) Knowledge residing in the minds of employees that has not been documented is called explicit

knowledge.

Answer: FALSE

Diff: 2Page Ref: 417

AACSB: Reflective Thinking

CASE: Content

Objective: 11.1

2) Knowledge can reside in e-mail, voice mail, graphics, and unstructured documents as well as

structured documents.

Answer: TRUE

Diff: 1Page Ref: 417-418

AACSB: Reflective Thinking

CASE: Content

Objective: 11.1

3) Knowledge is universally applicable and easily moved.

Answer: FALSE

Diff: 1Page Ref: 418

AACSB: Reflective Thinking

CASE: Content

Objective: 11.1

4) CAD is a type of intelligent technique.

Answer: FALSE

Diff: 1Page Ref: 427

AACSB: Reflective Thinking

CASE: Content

Objective: 11.3

5) Knowledge workers include all of a company's workers who are tasked with managing or

creating knowledge, from top-level scientists to clerical and data workers.

Answer: FALSE

Diff: 1Page Ref: 426

AACSB: Reflective Thinking

CASE: Content

Objective: 11.3

1

Copyright © 2012 Pearson Education, Inc.

1.      Word processing, desktop publishing, and electronic calendars are examples of:

A.    Knowledge work systems

B.     Artificial intelligence systems

C.    Decision support systems

D.    Document imaging systems

E.     Group collaboration systems

F.     Office systems

Answer: Office Systems

2.      The stored learning from an organization’s history that can be used for decision-making and other purposes best describes:

A.    Organizational learning

B.     Tacit knowledge

C.    Knowledge warehouse

D.    Best practices

E.     Organizational memory

F.     Knowledge base

Answer: Organizational memory

3.      The most successful solutions or problem-solving methods that have been developed by a specific organization or industry best describes:

A.    Organizational memory

B.     Knowledge management

C.    Best practices

D.    Standard operating procedures

E.     Explicit knowledge

F.     Business objectives

Answer: Best practices

4.      Systems that convert documents and images into digital form so that they can be stored and accesed by the computer are called:

A.    Virtual reality systems

B.     Document imaging systems

C.    Knowledge work systems

D.    Neural networks

E.     Presentation graphics systems

F.     Scanners

Answer: Document imaging systems

5.      Major knowledge work applications include:

A.    Investment workstations, computer-aided design systems, and intelligent agents

B.     Document imaging systems

C.    Virtual reality systems, investment workstations, and intelligent agents

D.    Virtual reality systems, intelligent agents, and investment workstations

E.     Computer-aided design systems, virtual reality systems, and investment workstations

F.     None of the above

Answer: computer-aided design systems, virtual reality systems, and investment workstations

6.      Interactive graphics software and hardware that create computer-generated simulations which provide sensations that emulate real world-activities describes:

A.    VRML

B.     Fuzzy neural networks

C.    Virtual reality systems

D.    Genetic algorithms

E.     Pilot programs

Answer: virtual reality systems

7.      Groupware is build around each of the following principles:

A.    communication, collaboration, and coordination

B.     communication, collaboration, coordination, and knowledge sharing

C.    communication, collaboration, coordination, and investigation

D.    communication, collaboration, coordination, and teamware

E.     communication, collaboration, coordination, and groupware

F.     None of these

Answer: communication, collaboration, coordination, and knowledge sharing

8.      Artificial intelligence systems:

A.    Do not exhibit the same level of intelligence as human beings

B.     Can solve all problems intelligently

C.    Substitute for experts

D.    Can come up with new and novel solutions to problems

E.     Can develop associations and use metaphors and analogies

F.     Have a unique ability to impose a conceptual apparatus on the surrounding world

Answer: Do not exhibit the same level of intelligence as human beings

9.      A knowledge-intensive computer program that captures the expertise of a human in limited domains of knowledge describes:

A.    virtual reality

B.     a neural network

C.    a decision support system

D.    fuzzy logic

E.     a genetic algorithm

F.     an expert system

Answer: an expert system

10.  The strategy used to search through the rule base in an expert system defines:

A.    an AI shell

B.     fuzzy logic

C.    CASE

D.    an inference engine

E.     a genetic algorithm

F.     SWOT

Answer: an inference engine

11.  Which of the following is a specialist who elicits information and expertise from other professionals and translates it into a set of rules or frames for an expert system?

A.    Knowledge translator

B.     Knowledge analyst

C.    Knowledge specialist

D.    Knowledge engineer

E.     Expert analyst

F.     Systems analyst

Answer: Knowledge engineer

12.  Which of the following refers to rule-based AI tolerates imprecision by using non-specific terms called membership functions to solve problems?

A.    Genetic algorithms

B.     Expert system

C.    Hybrid system

D.    Fuzzy logic

E.     Virtual reality system

F.     Neural network

Answer: Fuzzy logic

13.  Which of the following is a software program that uses a built-in or learned knowledge base to carry out specific, repetitive, and predictable tasks for an individual user, business process, or software application?

A.    Expert system

B.     Intelligent agent

C.    Genetic algorithms

D.    Neural network

E.     Fuzzy logic

F.     Hybrid system

Answer: Intelligent agent

14.  Knowledge workers need:

A.    powerful graphics

B.     quick and easy access to external databases

C.    communications and document management tools

D.    a user-friendly interface

E.     analytical tools

F.     all the above

Answer: all the above

15.  A collection of internal and external knowledge in a single location for more efficient management and utilization by the organization, best describes:

A.    a knowledge repository

B.     organizational memory

C.    a data warehouse

D.    knowledge management

E.     an external database

F.     none of the above

Answer: a knowledge repository

16.  A typical document imaging system used:

A.    an index server

B.     workstations

C.    scanners

D.    an optical disk system

E.     printers

F.     all the above

Answer: all the above

17.  Offices and office workers have these basic functions:

A.    managing and coordinating the work of data and knowledge workers

B.     scheduling for individuals and groups

C.    managing documents, including document creation, storage, retrieval, and dissemination

D.    connecting the organization to the external world

E.     connecting the work of local information workers with all levels and functions of the organization

F.     all the above

Answer: all the above

18.  Technologies that uniquely and directly address the organizational learning and knowledge management tasks include:

A.    enterprise systems, external and internal networks, databases, datamining, and communication-based applications

B.     just office systems and knowledge work systems

C.    just external and internal networks and databases

D.    office systems, knowledge work systems (KWS), group collaboration systems, and AI applications

E.     just group collaboration systems and AI applications

F.     all the above

Answer: office systems, knowledge work systems (KWS), group collaboration systems, and AI applications

19.  The set of processes developed in an organization to create, gather, store, transfer, and apply knowledge, best describes:

A.    organizational learnings

B.     knowledge management

C.    organizational memory

D.    knowledge assets

E.     business process engineering

F.     none of the above

Answer: knowledge management

20.  Expertise and experience of organizational members that has not been formally documented is known as:

A.    knowledge sharing

B.     tacit knowledge

C.    organizational learning

D.    organizational memory

E.     best practices

F.     none of the above

Answer: tacit knowledge

1.      Providing quick and easy access to external databases is a requirement of a knowledge work system.

1.      True

2.      False

Answer: True

2.      Organizations are using artificial intelligence technology to capture individual and collective knowledge and to codify and extend their knowledge base.

1.      True

2.      False

Answer: True

3.      One of the primary advantages of expert systems is their ability to perform a variety of tasks.

1.      True

2.      False

Answer: False

4.      Expert system benefits include reduced errors, reduced cost, reduced training time, improved decisions, and improved quality and service.

1.      True

2.      False

Answer: True

5.      Knowledge workers are skilled at avoiding information overload.

1.      True

2.      False

Answer: False

6.      Knowledge maps are tools for identifying and locating the organization’s knowledge resources.

1.      True

2.      False

Answer: True

7.      Portals are used to connect knowledge workers to external databases.

1.      True

2.      False

Answer: False

8.      A community of practice is an informal group of people in an organization with a common professional interest.

1.      True

2.      False

Answer: True

9.      Information systems can also provide knowledge networks for linking people so that tacit knowledge can be shared.

1.      True

2.      False

Answer: True

10.  Knowledge assets are as important as physical and financial assets for competitive advantage and survival.

1.      True

2.      False

Answer: True

1.      Identify the three items an organization's knowledge base may include.

Answer: A knowledge base may include (1) structured internal knowledge (explicit knowledge) (2) external knowledge of competitors, products, and markets, including competitive intelligence; and (3) informal internal knowledge, often called tacit knowledge, which resides in the minds of individual employees but has not been documented in structured form

2.      Identify four office activities. Provide a specific example of how technology supports each activity.

Answer: Managing documents (Word processing, desktop publishing, document imaging, Web publishing, workflow managers);Scheduling (Electronic calendars, groupware, intranets)Communicating (E-mail, voice mail, digital answering systems, groupware, intranets)Managing data (Desktop databases, spreadsheets, user-friendly interfaces to mainframe databases)

3.      How do teams use groupware to support communication, coordination, and collaboration?

Answer: A growing number of companies are using Web conferencing tools to stage meetings, conferences, and presentations online. Web conferencing and collaboration software provides a “virtual” conference table, where participants can view and modify documents and slides and share their thoughts and comments using chat, telephone, or video. Current tools work through a standard Web browser. Participants from many different locations can use these Web conferencing tools, which can include virtual whiteboards, slides, video, and Web pages as part of a presentation. Salespeople might use these tools for offering online product demonstrations, while senior executives might use them to analyze a contract proposal or to stage a presentation for hundreds of investors.

4.      Describe how different systems technologies support knowledge management.

Answer: Knowledge work systems support the activities of highly skilled knowledge workers and professionals as they create new knowledge and try to integrate it into the firm. Group collaboration and support systems support the creation, identification, and sharing of knowledge among people working in groups. Office systems help disseminate and coordinate the flow of information in the organization. AI systems capture new knowledge and provide organizations and managers with codified knowledge that can be reused by others in the organization.

5.      What challenges do managers face in attempting to transform their firms through knowledge management programs?

Answer: Information systems that truly enhance the productivity of knowledge workers may be difficult to build because the manner in which information technology can enhance higher-level tasks, such as those performed by managers and professionals, is not always clearly understood. Some aspects of organizational knowledge cannot be captured easily or codified, or the information that organizations finally manage to capture may become outdated as environments change. It is very difficult to integrate knowledge management programs with business strategy. Processes and interactions between information technology and social elements in organizations must be carefully managed.

 1.      Word processing, desktop publishing, and electronic calendars are examples of:

A.    Knowledge work systems

B.     Artificial intelligence systems

C.    Decision support systems

D.    Document imaging systems

E.     Group collaboration systems

F.     Office systems

Answer: Office Systems

2.      The stored learning from an organization’s history that can be used for decision-making and other purposes best describes:

A.    Organizational learning

B.     Tacit knowledge

C.    Knowledge warehouse

D.    Best practices

E.     Organizational memory

F.     Knowledge base

Answer: Organizational memory

3.      The most successful solutions or problem-solving methods that have been developed by a specific organization or industry best describes:

A.    Organizational memory

B.     Knowledge management

C.    Best practices

D.    Standard operating procedures

E.     Explicit knowledge

F.     Business objectives

Answer: Best practices

4.      Systems that convert documents and images into digital form so that they can be stored and accesed by the computer are called:

A.    Virtual reality systems

B.     Document imaging systems

C.    Knowledge work systems

D.    Neural networks

E.     Presentation graphics systems

F.     Scanners

Answer: Document imaging systems

5.      Major knowledge work applications include:

A.    Investment workstations, computer-aided design systems, and intelligent agents

B.     Document imaging systems

C.    Virtual reality systems, investment workstations, and intelligent agents

D.    Virtual reality systems, intelligent agents, and investment workstations

E.     Computer-aided design systems, virtual reality systems, and investment workstations

F.     None of the above

Answer: computer-aided design systems, virtual reality systems, and investment workstations

6.      Interactive graphics software and hardware that create computer-generated simulations which provide sensations that emulate real world-activities describes:

A.    VRML

B.     Fuzzy neural networks

C.    Virtual reality systems

D.    Genetic algorithms

E.     Pilot programs

Answer: virtual reality systems

7.      Groupware is build around each of the following principles:

A.    communication, collaboration, and coordination

B.     communication, collaboration, coordination, and knowledge sharing

C.    communication, collaboration, coordination, and investigation

D.    communication, collaboration, coordination, and teamware

E.     communication, collaboration, coordination, and groupware

F.     None of these

Answer: communication, collaboration, coordination, and knowledge sharing

8.      Artificial intelligence systems:

A.    Do not exhibit the same level of intelligence as human beings

B.     Can solve all problems intelligently

C.    Substitute for experts

D.    Can come up with new and novel solutions to problems

E.     Can develop associations and use metaphors and analogies

F.     Have a unique ability to impose a conceptual apparatus on the surrounding world

Answer: Do not exhibit the same level of intelligence as human beings

9.      A knowledge-intensive computer program that captures the expertise of a human in limited domains of knowledge describes:

A.    virtual reality

B.     a neural network

C.    a decision support system

D.    fuzzy logic

E.     a genetic algorithm

F.     an expert system

Answer: an expert system

10.  The strategy used to search through the rule base in an expert system defines:

A.    an AI shell

B.     fuzzy logic

C.    CASE

D.    an inference engine

E.     a genetic algorithm

F.     SWOT

Answer: an inference engine

11.  Which of the following is a specialist who elicits information and expertise from other professionals and translates it into a set of rules or frames for an expert system?

A.    Knowledge translator

B.     Knowledge analyst

C.    Knowledge specialist

D.    Knowledge engineer

E.     Expert analyst

F.     Systems analyst

Answer: Knowledge engineer

12.  Which of the following refers to rule-based AI tolerates imprecision by using non-specific terms called membership functions to solve problems?

A.    Genetic algorithms

B.     Expert system

C.    Hybrid system

D.    Fuzzy logic

E.     Virtual reality system

F.     Neural network

Answer: Fuzzy logic

13.  Which of the following is a software program that uses a built-in or learned knowledge base to carry out specific, repetitive, and predictable tasks for an individual user, business process, or software application?

A.    Expert system

B.     Intelligent agent

C.    Genetic algorithms

D.    Neural network

E.     Fuzzy logic

F.     Hybrid system

Answer: Intelligent agent

14.  Knowledge workers need:

A.    powerful graphics

B.     quick and easy access to external databases

C.    communications and document management tools

D.    a user-friendly interface

E.     analytical tools

F.     all the above

Answer: all the above

15.  A collection of internal and external knowledge in a single location for more efficient management and utilization by the organization, best describes:

A.    a knowledge repository

B.     organizational memory

C.    a data warehouse

D.    knowledge management

E.     an external database

F.     none of the above

Answer: a knowledge repository

16.  A typical document imaging system used:

A.    an index server

B.     workstations

C.    scanners

D.    an optical disk system

E.     printers

F.     all the above

Answer: all the above

17.  Offices and office workers have these basic functions:

A.    managing and coordinating the work of data and knowledge workers

B.     scheduling for individuals and groups

C.    managing documents, including document creation, storage, retrieval, and dissemination

D.    connecting the organization to the external world

E.     connecting the work of local information workers with all levels and functions of the organization

F.     all the above

Answer: all the above

18.  Technologies that uniquely and directly address the organizational learning and knowledge management tasks include:

A.    enterprise systems, external and internal networks, databases, datamining, and communication-based applications

B.     just office systems and knowledge work systems

C.    just external and internal networks and databases

D.    office systems, knowledge work systems (KWS), group collaboration systems, and AI applications

E.     just group collaboration systems and AI applications

F.     all the above

Answer: office systems, knowledge work systems (KWS), group collaboration systems, and AI applications

19.  The set of processes developed in an organization to create, gather, store, transfer, and apply knowledge, best describes:

A.    organizational learnings

B.     knowledge management

C.    organizational memory

D.    knowledge assets

E.     business process engineering

F.     none of the above

Answer: knowledge management

20.  Expertise and experience of organizational members that has not been formally documented is known as:

A.    knowledge sharing

B.     tacit knowledge

C.    organizational learning

D.    organizational memory

E.     best practices

F.     none of the above

Answer: tacit knowledge

1.      Providing quick and easy access to external databases is a requirement of a knowledge work system.

1.      True

2.      False

Answer: True

2.      Organizations are using artificial intelligence technology to capture individual and collective knowledge and to codify and extend their knowledge base.

1.      True

2.      False

Answer: True

3.      One of the primary advantages of expert systems is their ability to perform a variety of tasks.

1.      True

2.      False

Answer: False

4.      Expert system benefits include reduced errors, reduced cost, reduced training time, improved decisions, and improved quality and service.

1.      True

2.      False

Answer: True

5.      Knowledge workers are skilled at avoiding information overload.

1.      True

2.      False

Answer: False

6.      Knowledge maps are tools for identifying and locating the organization’s knowledge resources.

1.      True

2.      False

Answer: True

7.      Portals are used to connect knowledge workers to external databases.

1.      True

2.      False

Answer: False

8.      A community of practice is an informal group of people in an organization with a common professional interest.

1.      True

2.      False

Answer: True

9.      Information systems can also provide knowledge networks for linking people so that tacit knowledge can be shared.

1.      True

2.      False

Answer: True

10.  Knowledge assets are as important as physical and financial assets for competitive advantage and survival.

1.      True

2.      False

Answer: True

1.      Identify the three items an organization's knowledge base may include.

Answer: A knowledge base may include (1) structured internal knowledge (explicit knowledge) (2) external knowledge of competitors, products, and markets, including competitive intelligence; and (3) informal internal knowledge, often called tacit knowledge, which resides in the minds of individual employees but has not been documented in structured form

2.      Identify four office activities. Provide a specific example of how technology supports each activity.

Answer: Managing documents (Word processing, desktop publishing, document imaging, Web publishing, workflow managers);Scheduling (Electronic calendars, groupware, intranets)Communicating (E-mail, voice mail, digital answering systems, groupware, intranets)Managing data (Desktop databases, spreadsheets, user-friendly interfaces to mainframe databases)

3.      How do teams use groupware to support communication, coordination, and collaboration?

Answer: A growing number of companies are using Web conferencing tools to stage meetings, conferences, and presentations online. Web conferencing and collaboration software provides a “virtual” conference table, where participants can view and modify documents and slides and share their thoughts and comments using chat, telephone, or video. Current tools work through a standard Web browser. Participants from many different locations can use these Web conferencing tools, which can include virtual whiteboards, slides, video, and Web pages as part of a presentation. Salespeople might use these tools for offering online product demonstrations, while senior executives might use them to analyze a contract proposal or to stage a presentation for hundreds of investors.

4.      Describe how different systems technologies support knowledge management.

Answer: Knowledge work systems support the activities of highly skilled knowledge workers and professionals as they create new knowledge and try to integrate it into the firm. Group collaboration and support systems support the creation, identification, and sharing of knowledge among people working in groups. Office systems help disseminate and coordinate the flow of information in the organization. AI systems capture new knowledge and provide organizations and managers with codified knowledge that can be reused by others in the organization.

5.      What challenges do managers face in attempting to transform their firms through knowledge management programs?

Answer: Information systems that truly enhance the productivity of knowledge workers may be difficult to build because the manner in which information technology can enhance higher-level tasks, such as those performed by managers and professionals, is not always clearly understood. Some aspects of organizational knowledge cannot be captured easily or codified, or the information that organizations finally manage to capture may become outdated as environments change. It is very difficult to integrate knowledge management programs with business strategy. Processes and interactions between information technology and social elements in organizations must be carefully managed.

What is an experience of Organisational members that has not been formally documented is known as?

What types of organizational knowledge and define?

Why do organizations should keep documented all the knowledge?

What are informal social networks of professionals and employees within and outside the firm who have similar work related activities and interests?