Chapter 11 Knowledge Management

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Nov 6, 2013 (3 years and 7 months ago)

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1

Copyright © 2011 Pearson E
ducation, Inc.

Practice Set:

1.

Study the slide set of Ch11.

2.

Save this document as Turban
-
Ch11
-
practice

3.

Print this doc. as is and answer the question with your best guess on the paper copy.

4.

On this doc. (the electronic version, of course), press Ctrl
-
A, and change fon
t color to
black, then save it under Turban
-
Ch11
-
TFQ. On this copy, the answers will show as well.

5.

Compare you answers with the given answers.

6.

Repeat steps 1, 3 and 5 until you feel confident that you have learned the material.


Decision Support and Busine
ss Intelligence Systems, 9e

(Turban)

Chapter 11 Knowledge Management




1) The
goal

of knowledge management is to identify, capture, store, maintain, and deliver useful
knowledge in a meaningful form to anyone who needs it, anyplace and anytime, withi
n an
organization.

Answer


TRUE

Diff: 2

Page Ref: 471




2) Knowledge management is about building personal repositories of information at the department
and organization levels.

Answer


FALSE

Diff: 2

Page Ref: 471




3) Since knowledge manageme
nt (KM) first appeared in the mid
-
1990s, almost all organizations
have invested in KM systems and reaped significant benefits.

Answer


FALSE

Diff: 2

Page Ref: 472




4)
[Ayati: Check who are
MITRE
.]

MITRE
implemented KM systems because its knowledge
was not structured in a way that
encouraged knowledge sharing, and the sharing that was done took place in an unsystematic,
informal way.

Answer


TRUE

Diff: 2

Page Ref: 474




5) KM systems are used to leverage a company's intellectual assets, or inte
llectual capital

the
valuable knowledge of its employees.

Answer


TRUE

Diff: 1

Page Ref: 474




6) Knowledge is an important asset, but large companies have difficulties sharing it.

Answer


TRUE

2

Copyright © 2011 Pearson E
ducation, Inc.

Diff: 1

Page Ref: 474




7)

Both the idea of knowl
edge management and the application of information technology to facilitate
the creation, storage, transfer, and application of previously uncodifiable organizational knowledge
is a new and major initiative in organizations.

Answer



FALSE

[Ayati
’s hint
:
how old is the legal practice of searching for similar cases to establish
‘precedence’?]

Diff: 3

Page Ref: 474




8) Knowledge management is the systematic and active managing of ideas, information, and
knowledge that reside in an organization's externa
l environment.

Answer


FALSE


Diff: 1

Ayati: What single word in this question could change your answer?


Page Ref: 474




9) An up
-
to
-
the
-
minute traffic bulletin along the freeway that indicates a traffic slowdown
due to
construction several miles a
head

is an example of knowledge.

Answer


FALSE

Diff: 1

Page Ref: 475


10) Knowledge has strong experiential and reflective elements that distinguish it from information in
a given context.

Answer


TRUE

Diff: 1

Page Ref: 475


According to Ayati, kno
wledge is information in action.


Answer


False. According to Ayati, knowledge is perceived (and/or presented statement) of cause
and effect






11) Today's knowledge may become tomorrow's ignorance if an organization fails to update
knowledge as e
nvironmental conditions change.

Answer


TRUE

Diff: 1

Page Ref: 476




12) Explicit knowledge deals with objective, rational, and technical knowledge.

Answer


True

Diff: 2

Page Ref: 478




13) Tacit knowledge is usually in the domain of subjective
, cognitive, and experiential learning; it is
highly personal and difficult to formalize.

Answer


TRUE

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Copyright © 2011 Pearson E
ducation, Inc.

Diff: 2

Page Ref: 478




14) The purpose of building a knowledge management system (KMS) is to maintain a well
-
informed, productive workforce and to

help large organizations provide a consistent level of
customer service.

Answer


TRUE

Diff: 2

Page Ref: 480




15) A learning organization is one that
is
capable of learning from its past experience, implying the
existence of an organizational memory

and a means to save, represent, and share it through its
personnel

Answer

True

Diff: 2

Page Ref: 481




16) Organizational learning and memory depend more on technology than on the people issues.

Answer


FALSE

Diff: 2

Page Ref: 482




17) Use of
strong hierarchy, position
-
based status, and formal power contribute to people wanting to
share knowledge.

Answer


FALSE

Diff: 2

Page Ref: 483




18) In contrast to the process approach, the practice approach to knowledge management assumes
that a gre
at deal of organizational knowledge is tacit in nature and that formal controls, processes,
and technologies are not suitable for transmitting this type of understanding.

Answer


TRUE

Diff: 1

Page Ref: 488




19) eXtensible Markup Language (XML) enabl
es standardized representations of data structures so
that data can be processed by different systems without additional programming.

Answer


TRUE

Diff: 1

Page Ref: 497


20) The situation at Mrs. Fields illustrates that while organizations can achieve
significant short
-
term gains through KMS, they must not neglect the creative process of new knowledge creation or
they may find themselves applying yesterday's solutions to tomorrow's problems.

Answer


TRUE

Diff: 3

Page Ref: 520




41) ________ is the

systematic and active managing of ideas, information, and knowledge residing
in an organization's employees.

Answer


Knowledge management

Diff: 1

Page Ref: 474

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ducation, Inc.




42) A learning organization must have an organizational memory and a means to save, rep
resent,
and ________ its organizational knowledge.

Answer


share

Diff: 1

Page Ref: 475




43) Knowledge evolves over time with ________, which puts connections among new situations and
events in context.

Answer


experience

Diff: 1

Page Ref: 476




44) ________ are information technologies that together make knowledge management available
throughout an organization.

Answer


Knowledge management systems

Diff: 2

Page Ref: 480




45) ________ refers to an organization's capability of learning fro
m its past experience.

Answer


Learning organization

Diff: 1

Page Ref: 481


46) The ability of an organization to learn, develop memory, and share knowledge is dependent on
its ________, which is a pattern of shared basic assumptions.

Answer


culture

Diff: 1

Page Ref: 482




47) The process approach attempts to ________ organizational knowledge through formalized
controls, processes, and technologies.

Answer


codify

Diff: 2

Page Ref: 486




48) The practice approach to knowledge management ass
umes that a great deal of organizational
knowledge is ________ in nature.

Answer


tacit


Diff: 2

Page Ref: 487




49) ________ are the activities and methods that the most effective organizations use to operate and
manage various functions.

Answer


Best practices

Diff: 1

Page Ref: 491




50) ________ are software systems that learn how users work and provide assistance in their daily
tasks.

Answer


Intelligent agents

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Copyright © 2011 Pearson E
ducation, Inc.

Diff: 2

Page Ref: 496




51) ________ enables standardized representations
of data structures so that data can be processed
appropriately by heterogeneous systems without case
-
by
-
case programming.

Answer


eXtensible Markup Language (XML)

Diff: 2

Page Ref: 497




52) Collaboration tools, or ________, were the first tools used

to enhance tacit knowledge transfer
within an organization.

Answer


groupware

Diff: 2

Page Ref: 498




53) ________ are the doorways into many knowledge management systems. They have evolved
from the concepts underlying EIS, GSS, Web browsers, and DB
MS.

Answer


Enterprise knowledge portals (EKP)


Diff: 2

Page Ref: 499




54) ________ systems allow users to access needed documents, generally via a Web browser over a
corporate intranet.

Answer


Electronic document management (EDM)

Diff: 2

Page R
ef: 499




55) A(n) ________ is a group of people in an organization with a common professional interest.

Answer


community of practice (COP)

Diff: 2

Page Ref: 506




56) ________ are interactive computerized systems that help employees find and co
nnect with
colleagues with expertise required for specific problems.

Answer


Expert location systems

Diff: 2

Page Ref: 512




57) In order to measure the financial impact of knowledge management, experts recommend
focusing knowledge management project
s on specific business problems that can be easily
________.

Answer


quantified

Diff: 1

Page Ref: 515




58) The first step for companies in increasing the probability of success of knowledge management
projects is to access whether there is a _______
_ need for knowledge management.

Answer


strategic

Diff: 2

Page Ref: 519




59) Knowledge management requires a major transformation in organizational ________ to create a
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Copyright © 2011 Pearson E
ducation, Inc.

desire to share knowledge.

Answer


culture

Diff: 2

Page Ref: 519




60) No
ntrivial ________ methods, such as rewards and recognition, to encourage users to contribute
and use knowledge.

Answer


motivational

Diff: 2

Page Ref: 519




61) Define tacit knowledge.

Answer


Tacit knowledge is subjective, cognitive, and experien
tial. It is difficult to capture and
disseminate. It is the cumulative store of experiences of an organization including trade
-
secrets; know how, skill sets, and understanding. Tacit knowledge is called sticky knowledge
because it is difficult to pull away

from its source.

Diff: 1

Page Ref: 478




62) Define explicit knowledge.

Answer


Explicit knowledge comprises the policies, procedural guides, white papers, reports, designs,
strategies, goals, and mission of an organization. It is knowledge that has

been codified. It
deals with the more objective, rational, and technical knowledge. It is also called leaky
knowledge because of the ease with which it can leave an individual or organization.

Diff: 1

Page Ref: 478




63) Identify and list reasons why
people do not want to share knowledge.

Answer






General lack of time to share knowledge, and time to identify colleagues in need of
specific knowledge



Apprehension or fear that sharing may reduce or jeopardize people's job security



Low awarenes
s and realization of the value and benefit of the knowledge others
possess



Dominance in sharing explicit over tacit knowledge, such as know
-
how and experience
that requires hands
-
on learning, observation, dialogue, and interactive problem solving



Use

of strong hierarchy, position
-
based status, and formal power



Insufficient capture, evaluation, feedback, communication, and tolerance of past
mistakes that would enhance individual and organizational learning effects



Differences in experience levels



Lack of contact time and interaction between knowledge sources and recipients



Poor verbal/written communication and interpersonal skills



Age differences



Gender differences



Lack of social network



Differences in education levels



Ownersh
ip of intellectual property due to fear of not receiving just recognition and
accreditation from managers and colleagues

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Copyright © 2011 Pearson E
ducation, Inc.



Lack of trust in people because they may misuse knowledge or take unjust credit for it



Lack of trust in the accuracy and credibil
ity of knowledge due to the source



Differences in national culture or ethnic background and values and beliefs associated
with it

Diff: 2

Page Ref: 483




64) Distinguish between a process approach and a practice approach to knowledge
management.

An
swer


A process approach to knowledge management attempts to codify
organizational knowledge through formalized controls, processes,
procedures, and technologies. It frequently involves the use of explicit
knowledge.




The practice approach to knowledg
e management assumes that a great deal of
organizational knowledge is tacit and focuses on building communities of practice to
encourage that knowledge to be shared and disseminated.

Diff: 2

Page Ref: 486, 488







65) Describe the knowledge managemen
t system cycle steps.

Answer






Create knowledge
.
Situation

Knowledge is created as people determine
new ways of doing things.



Capture knowledge
. New knowledge must be identifiable and
representable in some way.



Refine knowledge
. New knowledge m
ust be placed in context so that it is
actionable.



Store knowledge
. Useful knowledge must be stored in a reasonable format
in a knowledge repository.



Manage knowledge
. Knowledge must be kept current.



Disseminating knowledge
. Knowledge must be made

available in a useful
format.

Diff: 2

Page Ref: 493

66) Identify ways in which Artificial Intelligence helps knowledge management.

Answer






Assists in and enhances knowledge searches



Establishes knowledge profiles for individuals and groups



Determines the relative importance of knowledge



Scans e
-
mail, documents, and databases to perform knowledge discovery



Identifies patterns in data

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ducation, Inc.



Forecasts future results



Provides advice by using neural networks or expert systems



Provides a
natural language or voice command interface

Diff: 2

Page Ref: 496




67) Describe electronic document management.

Answer


Electronic document management (EDM) systems use the document in
electronic form as the collaborative focus of work. EDM systems
allow
users to access needed documents, generally via a Web browser over a
corporate intranet. EDM systems enable organizations to better manage
documents and workflow for smoother operations. They also allow
collaboration on document creation and revision
.

Diff: 1

Page Ref: 499




68) Describe the role of the CKO.

Answer


The chief knowledge officer (CKO) of an organization is responsible for
maximizing a firm's knowledge assets, design and implements knowledge
strategies, and promotes system use. he/
she must



set KM strategic priorities.



establish a knowledge repository of best practices.



gain a senior management commitment to support a learning environment.



teach information seekers to ask better/smarter questions.



establish a process f
or managing intellectual assets.



obtain customer satisfaction information In real
-
time.



globalize KM.

Diff: 2

Page Ref: 504







69) What is a community of practice?

Answer


A community of practice (COP) is a group of people within an organiza
tion that share the
same professional interest. COPs contribute to knowledge management systems by
identifying new knowledge assets and maintaining existing knowledge assets. COPs are where
organizational culture shifts occur. They are responsible for the
timeliness and accuracy of the
knowledge contained within the knowledge management system.

Diff: 2

Page Ref: 506

70) Describe the Seven Principles for designing successful communities of practice.

Answer






Design for evolution
. Communities of pract
ice are organic, and many organizational
factors influence their direction. Plan carefully. One does not so much manage a
community as shepherd it.



Open a dialog between inside and outside
. Good community design requires an
understanding of the communit
y's potential to develop and steward knowledge, but it
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ducation, Inc.

often takes an outside perspective to help members see possibilities. The COP should
not close in on itself.



Invite different levels of participation
. There are typically three main levels of
commun
ity participation. The first is a small core of people who actively participate in
discussions. As the COP matures, this group evolves into the leadership. The next level
is the active group. These members attend meetings regularly and participate
occasion
ally in the community forums, but not regularly or as intensely as the core
group. A large portion of the COP is peripheral and rarely participates. Do not exclude
these people. They often utilize the knowledge generated. The key to good community
particip
ation, and a healthy degree of movement between levels, is to design
community activities that allow participants at all levels to feel like full members.



Develop public and private spaces
. The heart of a community is the web of
relationships among comm
unity members, and private space is necessary to get the
relationships to grow.



Focus on Value
. Since participation is generally voluntary, the COP must provide
value. Communities must create events, activities, and relationships that help their
potenti
al value emerge and enable them to discover new ways to harvest it rather than
determine expected value in advance.



Combine familiarity and excitement
. Vibrant communities supply divergent thinking
and activity. Routine activities provide stability for
relationship building.



Create a rhythm for the community
. There is a tempo associated with the members'
interactions. This rhythm is the strongest indicator of its life and potential. The COP
should contain a balance between large
-

and small
-
group sessi
ons and between idea
-
sharing forums and tool
-
building projects. The rhythm will evolve with the community,
but it is important to find the right one at each stage.

Diff: 2

Page Ref: 508