Managing Organizational Knowledge Module 8 Terms

Best Practices

techniques that are believed to constitute a paradigm of excellence in a particular field.

Collaboration involves two or more people, departments, and companies working together for the success of the organization's people, processes, and future livelihood. A. True B. False

A . True Response A is correct because collaboration is a best practice that has people working together for the good of the organization byfocusin g on dialogue and interaction to learn more, generate ideas, and share knowledge.

4. All the following are elements of KM except A. Classroom instruction B. Collaboration C. Access to subject matter experts D. CoPs

A. Classroom Instruction-KM uses information sharing rather than instruction, which is information that is taught. Classroom insttruction is not one of the elements of KM.

7. Which type of knowledge includes information that has been documented or can be shared with someone else? A. Explicit B. Tacit C. Psychomotor D. Cognitive

A. Explicit-explicit knowledge refers to knowledge that has been documented in some form.

Organizations often see an improvement in the introduction and implementation of metrics after instituting KM. A. True B. False

A. Setting target metrics is a way to link task output to organizational goals, while process reviews and lessons learned are gathered and added to a knowledge repository to be accessed for future use.

9. A trainer is working with a team of specialists who require a collaborative information-sharing environment to help them stay up-to-date on the lat est technology advancements. Based on this information, what can be said about this group and KM? A. The collaborative requirements align with the goa ls of KM. B. The highly technical nature of this grou p does not fit the goals of KM. C. The group cannot get up-to-date on the technologies quickly enough using KM. D. The goals of KM are limited to the value the Internet can provide.

A. The collaborative requirements align with the goals of KM. collaboration is one of the key elements of KM.

Which of the following best describes how measurement is used to improve best practices? A. The goal of best practices is continuous improvement, and, without measurement, there's no benchmark to know whether processes and metrics are improving. B. The goal of best practices is to boost employee morale. Level 1 evaluation helps determine employee reaction and change in attitude. C. The goal of best practices is to facilitate cultural change. Through analysis and measurement, organizations can plan for and measure the effect of change on employees and the organization. D. The goal of best practices is to identify and close performance gaps. Without measurement, the nature of the gap is unknown, and the appropriate intervention can't be selected.

A. The goal of best practices is cont inuous improvement , and, without measurement, there's no benchmark to know whether processes and metrics are improving. Response A is con•ect because best pra ctices, also 1•ejerred to as best of breed, are techniques that are believed to constitute a paradigm of excellence tn a par ticular field . Therefore, the goal of using them is to identify what the best looks like to make improvements and have a benchmark to measure progress against .

Knowledge can be viewed as an object and as a process. A. True B. False

A. True Response A is correct because many theorists dis cuss knowledgefrom twoperspectives: as an object and as a process . F:xemplifying the perspec tive of l.onowledge as a object is thefact that many types of learning content management systems use the term knowledge objects to de.fine tbe pieces of content that may be used to build a course. However,from theperspec tive of knowledge as aprocess , knowledge can be used to assess, change, and improve human skills and bebavior. Ultimately, thefocus is to make knowledge available when it's needed to chang e human behavior.

The attitude of management can help or hinder KM in an organization. A. True B. False

A. True any negative attitudes that management may have-such as viewing use of the KM system as surfing or wasting time-will discourage employees from using the system. Alternatively; providing people iwth the time to look for information they need and encouraging people to use the system will help the use of KM in an organization.

A training manager is trying to conduct a knowledge survey to determine the origin of a vital training exercise. As she works with one of the founding partners, she discovers some information that refers her to several persons and other documents detailing vital pices of information that make up this knowledge base. Based on the information above, this is an example of snowball sampling. A. True B. False

A. True snowball sampling means that while a researcher is looking for info, he or she may talk to an employee who mentions resources and people with knowledge, researchers then talk with those employees, find more resource names and info, and so on. Example: the training manager discovers several more people and documents after talking with one of the founding partners, which exemplifies a snowball sample.

A training manager is constructing an incentive plan for encouraging behavioral change. The behaviors being targeted link directly to a new collaborative tool that is being promoted internally to help facilitate virtual meetings. This description is an example of implementing an incentive program in support of KM. A. True B. False

A. True the example shows a training manager trying to create an environment and culture where knowledge sharing is encourage through incentives.

Which of hte following best describes how measurement is used to improve best practices? A. The goal of best practices is continuous improvement, and, without measurement, there's no benchmark to know whether processes and metrics are improving. B. The goal of best practices is to boose employee morale. Level 1 evaluation helps determine employee reaction and change in attitude. C. The goal of best practices is to facilitate cultural change. Through analysis and measurement, organizations can plan for and measure the effect of change on employees and the organization. D. The goal of best practices is to identify and close performance gaps. With out measurement, the nature of the gap is unknown, and the appropriate intervention cna't be selected.

A. best practices and best of breed are techniques that are believed to constitute a paradigm of excellence in a particular field. Therefore, the goal of using them is to identify what the best looks like to make improvements and have a benchmark to measure progress against.

A trainer is working with a team of specialists who require a collaborative information-sharing environmnt to help them stay up to date on the latest technology advancements. Based on this information, what can be said about this group and KM? A. The collaborative requirements align with the goals of KM. B. The highly technical nature of this group does not fit the goals of KM. C. The group cannot get up to date on the technologies quickly enough using KM. D. The goals of KM are limited to the value the Internet can provide.

A. collaboration is one of the key elements of KM.

Which of the following types of analysis attempts to standardize workflow in a manner that decreases redundancy of effort and increases information reuse? A. Business process analysis B. System analysis C. System study D. Risk analysis

A. is a structured method of documenting business rules and uncovers hidden inefficiencies and strengths that could be streamlined or leveraged to increase productivity.

All the following are elements of KM except A. Classroom instruction B. Collaboration C. Access to subject matter experts D. CoPs

A. km uses info sharing rather than instruction, which is information that is taught. Classroom instruction is not one of the elements of KM.

Which type of knowledge includes information that has been documented or can be shared with someone else? A. Explicit B. Tacit C. Psychomotor D. cognitive

A. refers to knowledge that has been documented in some form.

A WLP professioanl is constructing a process map that will be used to communicate the project to management. A process map is most typically used to A. Pinpoint the problem areas and opportunities for improvement B. Plan, organize, and control the work involved with the project C. Demonstrate the proposed systematic approach in nonvisual terms D. Change the flow of activities or decisions associated with generating a specific business output

A.. because a process map presents a clear and logical visual representation of all of the tasks and step involved in carrying out a particular process, which allows the WLP professional to identify potential bottlenecks or problems and prevent them from interrupting the process.

Some types of knowledge include tacit and explicit, formal and informal, and short and imperative. A. True B. False

B. False "short and imperative" is not a form of knowledge. Types of knowledge include tacit and explicit, formal and informal, codified and personalized, internal and external, and short life cycle or permanent.

Corporate culture does not have an effect on KM in an organization. A. True B. False

B. False corporate culture has a powerful effect on KM. All organizations are different in size, specialization, organization structure, communication and so forth. These differences have a great effect on how knowledge is collected, stored, and shared.

1. KM is the explicit and systematic management of intellectual capital and is concerned with turning explicit knowledge into tacit knowledge . A. True B. False

B. False-KM does not concern itself with turning explicit knowledge into tacit knowledge. It is concerned with the exact opposite: turning tacit knowledge-or individual know-how-into explicit knowledge, in the form of documented information processes, and steps.

6. Instruction is information that is shared formally or informally. A. True B. False

B. False-instruction is information that is formally taught and can be delivered through classroom instruction, e-learning, and on-the-job training.

Which of the following best describes the key goal of KM? A. To understand how employees learn best on the job and to share this information with others B. To effectively share knowledge throughout an organization for the benefit of the organization or the individual C. To identify performance gaps and the appropriate solutions to close gaps and to use information sharing to close those gaps. D. To make training program information more accessible on the job and enhance the sharing of knowledge and information

B. KM enables knowledge to be disseminated across an organization so that employees have access to info they need to work smarter and contribute to organizational goals.

All of the following contributed to the history of KM except A. On-the-job learning B. Structured compensation systems C. The access and technology of the Internet/intranets/extranets D. EPSSs

B. Structured compensation systems Response B is correct because structured compensa tion systems did not contribute to the development of KM. Compensation is a func tion of buman resources that is unrelated to learning and infor mation sharing.

Which type of knowledge refers to personal knowledge in one's head, or knowing how to do something based on experience? It includes judgement, insights, experience, know-how, personal beliefs, and values. A. Explicit B. Tacit C. Psychomotor D. Cognitive

B. Tacit knowledge refers to something based on experience? It includes judgment, insights, experience, know-how, personal beliefs, and values

3. A WLP professional is conducting a study on the effects of a training pro gram she is delivering. She is drawing on her own experiences to guide the study. What type of knowledge is being represented by the professional? A. Data B. Tacit C. Information D. Explicit

B. Tacit-this knowledge refers to knowledge that one has in one's head that is based on personal experience. In the example, the WLP professional is thinking back to her own experiences and thus the knowledge she is using is tacit.

2. Which type of knowledge refers to personal knowledge in one's head, or knowing how to do something based on experience? It includes judgment , insights, experience, know-how, personal beliefs, and values. A. Explicit B. Tacit C. Psychomotor D. Cognitive

B. Tacit-this knowledge refers to something that an employee knows or is able to do without having to regfer to any other documentation, such as a training manaul. It is simply knowledge that has been learned from experience.

All of the following contributed to the history of KM except A. On the job learning B. Structures compensation systems C. The access and technology of the Internet/intranets/extranets D. EPSSs

B. This did not contribute to the development of KM. Compensation is a function of human resources that is unrelated to learning and information sharing.

A WLP professional is beginning a new major project. What should be the first step in this or any other major project? A. Prepare a risk analysis B. Analyze and define the business processes C. Create a project plan for the new project D. Determine plans to overcome any identified project obstacles

B. because business process analysis is a prerequisite for any new project to analyze and define how people, materials, methods, machines and the environment combine to add value to a product or service and communicate relevant information to employees.

Which of the following is a visual tool used to systematically describe actions and behaviors in a sequential flow? A. DMAIC methodology B. Process map C. Evaluation models D. Six Sigma IPO model

B. presents a clear and logical visual representation of all of the tasks and steps involved in carrying out a particular process.

A WLP professional is conducting a study on the effects of a training program she is delivering. She is drawing on her own experiences to guide the study. What type of knowledge is being represented by the professional? A. Data B. Tacit C. Information D. Explicit

B. tacit knowledge refers to knowledge that one has in one's head that is based on personal experience. in the example, the SLP professional is thinking back to her own experiences and thus the knowledge she is using is tacit.

8. Which of the following best describes the key goal of KM? A. To understand how employees learn best on the job and to share this infor mation with others B. To effectively share knowledge throughout an organization for the benefit of the organization or the individual C. To identify performance gaps and the appropriate solutions to close gaps and to use information sharing to close those gaps D. To make training program information more accessible on the job and enhance the sharing of knowledge and information

B. to effectively share knowledge throughout a organization for the benefit of the organization or the indivdual. KM enables knowledge to be disseminate across an organization so that employees have acces to iformation they need to work wmarter and contribute to organizational goals.

All of the following are examples of ways to capture knowledge in an organization except A. Recording brainstorming sessions B. Establishing formal problem-solving guidelines and processes C. Conducting performance reviews D. Holidng a gathering session for team members from cross-functional groups.

C. A performance review is a confidential conversation between and employee and his or her manager and is not appropriate as a means of capturing knowledge to be shared across an organization.

Which of the following best describes knowledge mapping? A. A process involving two or more people, departments, and companies working together for the success of the organization's people, processes, and future livelihood. B. A process of capturing, organizing, and storing information and experiences of workers and groups in an organization and making them available to others. C. A process that identifies the location, ownership, value, and use of information and knowledge. D. A process that identifies and closes performance gaps-without ;measurement, the nature of the gap is unknown and the appropriate solution can't be selected.

C. A process that identifies the location, ownership, value, and use of information and knowledge Response C is correct because knowledge mapping identffies an organization's experts, best communicators, and best practices in an effort to clarify information in an organization.

10. In building an effective KM system, a training manager begins to construct a web management tool to allow employees to access vital and timely in formation from anywhere . He then takes prerecorded messages from the president of the company and places the dips on the site for employees to also view at their leisure. Next, he looks to extend the balance of the offer ing by A. Providing access to the company store for supplies B. Developing a location to track client complaints around service C. Creating a collaboration area for people to meet and discuss ideas with others in the company D. Developing an electronic signature tool to make virtual authorizations possible

C. Creating a collaboration area for people to meet and discuss ideas with others in the company. a key element of KM is the ability to connect with other people around the organization to collaborate and lean form one another.

Which of the following is not an example of best practices for KM in an organization? A. Information chuncking B. Measurement C. Explicit knowledge D. Collaboration

C. Explicit knowledge Response C is correct because explicit knowledge is not a best prac tice; it is a type of knowledge that is captured through documentation.

A trainer is learning about the origin of KM. Which of the following statements is not a fact about the beginnings of the concept? A. It is believed to have been started at General Motors back in the 1950s. B. It is thought to have gained its popularity as a tool for TQM. C. Peter Drucker is considered to be the father of KM because of his work in this area. D. EPSS was an additional boost to KM.

C. Peter Druckeris considered to be the father of KM because of his work in the area. Response C is correct because Peter Drucke1• is not considered the fa ther of KM; he is one of many cont1ibutors to the histo1y of KM, as are Ka rl-Erik Sveiby and Peter Senge.

In building an effective KM system, a training manager begins to construct a web management tool to allow employees to access vital and timely information from anywhere. He then takes prerecorded messages from the president of the company and places the clips on the site for employees to also view at their leisure. Next, he looks to extend the balance of the offering by A. Providing access to the company store for supplies B. Developing a location to track client complaints around service C. Creating a collaboration area for people to meet and discuss ideas with others in the company. D. Developing an electronic signature tool to make virtual authorizations possible.

C. a key element of KM is the ability to connect with other people around the organization to collaborate and learn from one another.

all of the following are examples of ways to capture knowledge in an organization except A. Recording brainstorming sessions B. Establishing formal problem-solving guidelines and processes c. Conducting performance reviews D. Holding a gathering session for team members from cross functional groups.

C. a performance review is a confidential conversation between an employee and his or her manager and is not appropriate as a means of capturing knowledge to be shared across an organization.

A trainer is learning about the origin of KM. Which of the following statements is not a fact about the beginnings of the concept? A. It is believed to have been started at General Motors back in the 1950s. B. It is thought to have gained its popularity as a tool for TQM. C. Peter Drucker is considered to be the father of KM because of his work in the area. D. EPSS was an additional boost to KM.

C. because peter Drucker is not considered the father of km, he is one of many contributors tothe history of KM, as are kart Erick Shelby and peter Senge.

A WLP professional is creating short reference materials containing codified, categorized, reusable content to enable people to quickly find and easily understand the information. What best practice does this acitivity refer to? A. Pursuit and exploitation B. Readability C. Information chunking D. Measurement

C. info chunking involves creating logical and convenient info documented in an easy to use format, such as a table or a text box.

Which of the following is not an example of best practices for KM in an organization? A. Information chuncking B. Meaurement C. Explicit knowledge D. Collaboration

C. is not a best practice it is a type of knowledge that is captured through documentation.

The following are all examples of ways to establish support for KM in an organization except A. Tying the project to business requirements and opportunities. B. Scrutinizing what can and cannot be included as knowledge material. C. Selecting the most advanced technology available. D. Beginning with targeted projects.

C. its important to be selective about the technology used when starting a KM inititatve.

Which of the following best describes knowledge mapping? A. A process involving two or more people, departments, and companies working together for the success of the organization's people, processes and future livelihood. B. A process of capturing, organizing, and storing information and experiences of workers and groups in an organization and making them available to others. C. A process that identifies the location, ownership, value, and use of information and knowledge. D. A process that identifies and closes performance gaps without measurement, the nature of the gap is unknown and the appropriate solution can't be selected.

C. knowledge mapping identifies an organizations experts, best communicators, and best practices in an effort to clarify info in an organization.

A WLP professional is creating short reference materials containing codified, categorized, reusable content to enable people to quickly find and easily understand the information. What best practice does this activity refer to? A. Pursuit and exploitation B. Readability C. Information chuncking D. Measurement

C. lnformation chunking Response C is con•ect because information chunking involves creatinl logical and convenient information documented in an easy-to-use format, such as a table or a text box.

The following are all examples of ways to establish support for KM in an organization except A. Trying the project to business requirements and opportunities b. Scrutinizing what can and cannot be included as knowledge material C. Selecting the most advanced technology available D. Beginning with targeted projects

C. to be selective about the technology used when starting a KM initiative. The most advanced technology available may not be appropriate for an organization for a number of reasons, including incompatibility with the existing info technology infrastructure and the culture.

5. Which best describes a central or distributed environment in which an organization captures and stores data? A. Database management system B. Knowledge networking C. CoP D. Knowledge Base

D. Knowledge base-knowledge base houses knowledge that has been gathered from people in the organization; frequently it includes tacit knowledge that has been made explicit through documentation.

A trainer is looking at several KM best practices. Which of the following is not considered a best practice in KM? A. Collaboration B. Personification C. Readability D. Managing

D. Managing Response D is correct because managing is not a best prac tice in KM. It is a behavior that is applicable to many areas of an organization.

Which best describes a central or distributed environmental in which an organization captures and stores data? A. Database management system B. Knowledge networking C. CoP D. Knowledge base

D. a knowledge base houses knowledge that has been gathered from people in the organization, frequently it includes tacit knowledge that has been made explicit through documentation.

A trainer is looking at several KM best practices. Which of the following is not considered a best practice in KM? A. Collaboration B. Personification C. Readability D. Managing

D. managing is not a best practice in km. it is behavior that is applicable to many areas of an organization.

Instruction is information that is shared formally or informally. True or False

False instruction is information that is formally taught and can be delivered through classroom instruction, e-learning, and on the job training.

Some types of knowledge include tacit and explicit, formal and informal, and short and imperative. True or False

False. 'short and imperative' is a form of knowledge. Types of knowledge include tacit and explicit, formal and informal, codified and personalized, internal and external, and short life cycle or permanent.

KM is the explicit and systematic management of intellectual capital and is concerned with turning explicit knowledge into tacit knowledge. True or False

False... because although KM is in fact the explicit and systematic management of intellectual capital as well as the associated processes of creating, gathering, organizing, retrieving, leveraging, and using intellectual capital for the purposes of improving organizations and the people in them km does not concern itself with turning explicit knowledge into tacit knowledge. it is concerned with the exact opposite; turning tacit knowledge or individual know how into explicit knowledge, in the form of documented info, processes and steps.

corporate culture does not have an effect on KM in an organization. True or False

False... corporate culture has a powerful effect on KM. All organizations are different in size, specialization, organization structure, communication, and so forth. Those differences have a great effect on how knowledge is collected, stored, and shared.

Adult Learning Theory

This is how adults learn and acquire knowledge. (theories and principles). Adult learning provides the foundation that WLP professionals need to meet workplace learning needs.

Data Mart

a specialized version of a data warehouse that provides insight into operational data such as trends that enable management to make strategic decisions.

The attitude of management can help or hinder KM in an organization. True of False

True

Collaboration involves two or more people, departments, and companies working together for the success of the organization's people, processes, and future livelihood. True or False

True is a best practice that has people working together for the good of the organization by focusing on dialogue and interaction to learn more, generate ideas, and share knowledge.

A training manager is trying to conduct a knowlege survey to determine the origin of a vital training excercise. As she works with one of the founding partners, she discovers some information that refers her to several persons and other documents detailing vital pieces of information tha tmake up this knowledge base. Based on the information above, this is an example of snowball sampling. True or False

True snowball sampling means that while a researcher is looking for info, he or she may talk to an employee who mentions resources and people with knowledge, researchers then talk with those employee,s find, more resource names and info, and so on.

Knowledge can be viewed as an object and as a process. True or False

True...many theorists discuss knowledge from two perspectives; as an object and as a process.

A training manager is constructing an incentive plan for encouraging behavioral change. The behaviors being targeted link directly to a new collaborative tool that is being promoted internally to help facilitate virtual meetings. This description is an example of implementing an incentive program in support of KM. True or False

True...the example shows a training manager trying to create an environment and culture where knowledge sharing is encouraged through incentives.

Knowledge Repository

a catergory of technology that offers products for creating storing, and managing a corporate knowledge.

Electronic Performance Support System (EPSS)

a computer application thats linked directly to another application to train or guide workers through completing a task in the target application. More generally, it is a computer or other device that gives workers information or resources to hlep them accomplish a task or achieve performance requirements. These systems deliver information on the job, just in time, and with minimum staff support.

Content Management System (CMS)

a computr software system for organizing and facilitating collaborative creation of documents and other content. A CMS is frequently a web application used for managing websies and web content, though in many cases, CMSs require special client software for editing and consructing articles.

Flat File Database

a database in which all data is contained in one table.

Infomration architecture

a description or design specification fo rhow information should be treated and organized.

Define, Measure, Analyze, Improve and Control (DMAIC) Methodolgy

a five-step process used for reduction of defects, process improvement, and customer satisfaction.

Community of Practice (CoP)

a group of people who share a common interest in an area of competence and are willing to share the experiences of their practice.

Extranet

a private network that is similar to an intranet but does not include a firewall. This enab les accessibility by outside companies or budinesses through usernames and passwords.

Knowledge Mapping

a process that connects information, education expertise, and practical application of people in the organization for the purposes of sharing and access.

Database Management System (DBMS)

a software or a collection of software that enables users to access and manipulate data.

Business Process Analysis

a structured method of documenting business rules and functions to uncover hidden inefficiencies that highlight strengths that could be streamlined or leveraged to increase productivity.

Knowledge Survey

a tool used to collect the types os information that employees have, as well as information they need to do their jobs.

Expicit

a type of knowledge that includes information that has been documented or can be shared with someone.

Process Map

a visual tool used to systematically describe actions and behaviors in a sequential flow.

Collaborative Learning

an instructional approach in which learners and instructors share the responsibility for learning and work together to determine how the session should progress.

System Development Life Cycle

an organizational process of developing and maintaining systems. It helps in establishing a system project plan and lists the processes and subprocesses required to develop a system.

Intervention

another name for a solution or set of solutions, usually a combination of tools and techniques that clearly and directly relate to solving a perfomance gap.

Unit Tests

are conducted in real working conditions using test data. Any errors must be noted and corrected.

Knowledge Base

capturing and storing of data and information in a central or distributed electronic environment.

Knowledge Audits

clarify the type of information employees need and highlight any barriers to sharing organizational knowledge.

Surveys

collect the type of information employees have a swell as the type of information they need to do their jobs.

System Tests

conducted with real data. If the outputs of the test don't match the specifications, errors are identified and corrected.

Project life Cycle

everything that happens from the beginning to the end of the project.

Business Process

how people, materials, methods, machines, and the environment combine to add value to a product or service. Everything that gets done is a part of the process-how the owrk get donem roles and responsibilities, and resources and systems.

Instruction

is information that is taught. When a learning need requires instruction, training is provided. Instruction may include information incorporating corporate ideals, expectations, safety, and related materials and can be delievered via classroom instruction, e-learning, and on the job training.

Knowledge Management (KM)

is the explicit and systematic management of intellectual capital and organization knowledge as well as the associated processes of creating, gathering, organizing, disseminating, leveraging, and using intellectual capital for the purpose of improvement of the organization and the individual within the organization.

Knowledge Exchanges

known as knowledge exchange networks, enable different groups in an organization to share documents and information on products to creat lists of links in simple owebpages and to discuss issues of mutual interest.

Snowball Sample

means that when one employee mentions resources and people who have knowledge, researchers talk with those employees, find more resource names and information, and so on.

Information Sharing

occurs in organizations that encourage sharing information and use colaboration, mentoring, and socialization to inform people.

Multidimensional Databases (MDBs)

often generated from relational databases and designed to optimize analytical processing.

Strategic Planning

process that allows an organizationa to identify its aspirations and future challenges, clarify and gain consensus around a business strategy, communcate the strategy throughout the organization, align departments and personal goals with the overarching organizational strategy, and identify and align strategic initiatives. This process if often combined with long-term (5-10 year) planning initiatives.

Six Sigma Methodology

process-improvement strategy ad measure of quality that strives for near perfection. its disciplined, data-driven methodology for eliminating defects in a process.

Tacit

refers to personal knowledge in one's head-knowing how to do something based on experience.

Input/Process/Output (IPO)

refers to systems used to transform data and information. Examples include technological innovations such as voice an dhandwriting recognition systems and computer touch pads. As interventions, these sytems help individuals improve their performance byenabling and empowering them through the use of devices that facilitate and adapt work processes to individual needs and preferences.

Web-Based Training (WBT)

refers to the delivery of eduational content via a web browser over the internet, a private intranet, or an extranet.

Web Portals

sites on the World Wide Web that typically provide personalized capabilities to their visitors.

Relational Database Management System (RDBMS)

stores data in the form of tables linked by a unique identifier.

After Action review (AAR)

this was developed in the US Army and used in the military to focus on performance improvement and allow individuals to learn for themselves what happened, why, and how to improve performance.

Business Intelligence (BI) Tools

tools and sysems that play a role in strategic planning an dhelp organizations make decisions.

Organizations often see an improvement in the introduction and implementation of metrics after instituting KM. True or False

true... setting target metrics is a way to link task output to organizational goals, while process reviews and lessons learned are gathered and added to a knowledge repository to be accessed for future use.