Ch 10

5. Which of the following is an example of explicit knowledge? a. Juan learned to drive a car at the age of 16, and now he is a professional racer. b. Shiera started playing the piano at the age of 7, and now she is a professional pianist. c. Jordan, an executive chef in a five-star restaurant, uses a secret recipe book owned by the restaurant to prepare exotic dishes. d. Tomm, a doctor, diagnoses a rare illness and prescribes a course of action to cure it.

c. Jordan, an executive chef in a five-star restaurant, uses a secret recipe book owned by the restaurant to prepare exotic dishes.

25. Which of the following can result in a significant damage to productivity and a decrease in the quality of service in an organization? a. Fostering innovation by encouraging the free flow of ideas b. Collaborating with contractors during the planning stage c. Permanent loss of expertise related to core operations d. Leveraging the expertise of people across the organization

c. Permanent loss of expertise related to core operations

18. Which of the following processes can be used to capture tacit knowledge? a. Proportionate problem solving b. Offshoring c. Shadowing d. Outsourcing

c. Shadowing

35. Which of the following is a technique to document and measure flows of information among individuals, workgroups, organizations, computers, Web sites, and other information sources? a. Decision consequence analysis b. Horizontal integration c. Social network analysis d. Vertical integration

c. Social network analysis

42. Which of the following is a reason for organizations to employ social network analysis (SNA)? a. To plan and record quality control activities such as product inspections, asset purchases, and material certifications b. To enable an organization to collect, document, assess, remediate, and attest to internal control processes and safeguards c. To identify subject experts and set up mechanisms to facilitate the passing of knowledge from experts to colleagues d. To decrease costs and improve customer service and reduce the overall investment in inventory in a supply chain

c. To identify subject experts and set up mechanisms to facilitate the passing of knowledge from experts to colleagues

44. _____ is a term describing changes in technology and Web site design to enhance information sharing, collaboration, and functionality on the Web. a. Web 500 b. Web 1.0 c. Web 2.0 d. Web 600

c. Web 2.0

45. Burtex Inc. is an application development organization. Twenty five of its knowledgeable employees are retiring in the upcoming months. Burtex Inc. wants to capture the knowledge of its longtime employees to provide answers to frequently asked questions and save time and effort in training new hires. Identify the technology that would help the organization achieve its goal. a. Web 1.0 b. Web 600 c. Wen 2.0 d. Web 500

c. Wen 2.0

49. The use of a(n) _____ leads to faster and more accurate implementation of necessary changes to an organization's policies and procedures. a. enterprise resource planning system b. risk and disaster management system c. business rule management system d. supply chain management system

c. business rule management system

31. A(n) _____ is a group whose members share a common set of goals and interests and regularly engage in sharing and learning as they strive to meet those goals. a. zero-based budgeting committee b. through-the-line team c. community of practice d. above-the-line team

c. community of practice

17. Inessa works as a software engineer in Everett Corp., which develops cloud-based applications. She is an expert in coding and debugging. Cecilia, who recently joined the firm, is assigned to work side-by-side with Inessa on a debugging project so that she can observe and learn Inessa's approaches and methods. This is an example of _____. a. offshoring b. outsourcing c. joint problem solving d. shadowing

c. joint problem solving

27. Defining how a knowledge management effort will support specific organizational goals and objectives will help a person _____. a. prevent the permanent loss of expertise related to core operations b. avoid leveraging the expertise of people across an organization c. sell a project to others and elicit their support and enthusiasm d. follow time-tested methods and concepts

c. sell a project to others and elicit their support and enthusiasm

9. Bella, an expert violinist, attended violin classes from the age of five. The knowledge that Bella possesses is an example of _____. a. rootkit knowledge b. lucent knowledge c. tacit knowledge d. explicit knowledge

c. tacit knowledge

8. Which of the following is an example of tacit knowledge? a. A teacher dictating the process of photosynthesis from a book to her students b. The contacts of the logistics and network service providers of an organization c. The list of electrical and electronics patents of scientists from South America. d. An engineer drawing on past experience to simplify a piece of code

d. An engineer drawing on past experience to simplify a piece of code

57. A federal organization maintains a record of missing people since 1975. The data on missing people is sorted and documented manually by their age. The organization wants to automate its manual processes. It has to ensure that all guidelines for the storage of information is followed, that data is not lost or copied to unsolicited locations while the automation is in process, and that the record of missing people is in order so as to facilitate easy sorting. Which of the following could help the federal organization achieve these goals? a. A fixed term contract b. An arcade clearing software c. A domain search engine d. An enterprise search software

d. An enterprise search software

15. _____ is a process in which a novice and an expert work side-by-side to solve a problem so that the expert's approach is slowly revealed to the observant novice. a. Proportionate problem solving b. Outsourcing c. Shadowing d. Joint problem solving

d. Joint problem solving

23. Which of the following enables employees to deliver valuable results more quickly, improve their productivity, and get products and new ideas to market faster? a. Adhering to time-tested methods and concepts b. Preventing the dissemination of explicit knowledge c. Avoiding collaboration among contractors, suppliers, and other business partners d. Sharing experience and expertise of employees across an organization

d. Sharing experience and expertise of employees across an organization

2. A knowledge management system is an organized collection of people, procedures, software, databases, and devices that creates, captures, refines, stores, manages, and disseminates knowledge.

True

3. Employees facing new challenges can get help from coworkers in other parts of an organization whom they have never met to avoid time-consuming "reinvention of the wheel."

True

6. Metadata is data that describes other data.

True

8. A business rule management system enables business users to define, deploy, monitor, and maintain organizational policies and the decisions flowing from the policies.

True

9. Enterprise search software matches a user's query to many sources of information in an attempt to identify the most important content and the most reliable and relevant source.

True

3. Identify the goal of knowledge management. a. To enable easy access to business data and create efficient, streamlined work processes b. To provide comparable performance of systems even as the volume of data handled increases c. To decrease costs and improve customer service while reducing the overall investment in inventory at the same time d. To improve the creation, retention, sharing, and reuse of an individual's or a team's knowledge

d. To improve the creation, retention, sharing, and reuse of an individual's or a team's knowledge

47. A _____ is a software used to define, execute, monitor, and maintain the decision logic that is used by the operational systems and processes that run an organization. a. product life cycle management system b. database management system c. supply chain management system d. business rule management system

d. business rule management system

33. Participation in a _____ is a means of developing new knowledge, stimulating innovation, or sharing existing tacit knowledge within an organization. a. zero-based budgeting practice b. meta-analysis c. social network analysis d. community of practice

d. community of practice

30. Within the scope of an initial pilot project, an organization should _____. a. sell the project to internal customers and elicit their support and enthusiasm b. avoid leveraging the expertise of its people c. encourage the dissemination of explicit knowledge d. identify and prioritize tacit knowledge

d. identify and prioritize tacit knowledge

50. Which of the following is used to manage the changes in decision logic in applications that support credit applications, underwriting, complex order processing, and difficult scheduling? a. A business rule management system b. A risk and hazard management system c. A customer relationship management system d. An enterprise resource planning system

a. A business rule management system

55. Rosseta Technologies, an information technology service provider to a company based out of Germany, allows its employees to work from home twice a month. Its major concern is the leakage of confidential data from the laptops or an employee making copies of sensitive files on his personal laptop. Which of the following would help the firm enforce access controls and storage guidelines on its laptops? a. An enterprise search software b. A binary search tool c. A perceptive software pack d. A Domain search engine

a. An enterprise search software

56. _____ indexes documents from a variety of sources such as corporate databases, departmental files, email, corporate wikis, and document repositories. a. An enterprise search software b. A business rule management system c. Social network analysis d. Shadowing

a. An enterprise search software

29. A group of people, who have been informed about the knowledge management involved in an upcoming project, is enthusiastic about the project's potential. Which of the following can improve the odds of the project's success? a. Defining a pilot project to address the business needs b. Following time-tested methods and concepts c. Preventing the dissemination of explicit knowledge d. Avoiding collaboration among contractors, suppliers, and other business partners

a. Defining a pilot project to address the business needs

60. _____ refers to any process in which electronic data is sought, located, secured, and searched with the intent of using it as evidence in a civil or criminal legal case. a. Electronic discovery b. Electronic banking c. Electronic packaging d. Electronic trading

a. Electronic discovery

32. Which of the following is true of a community of practice (CoP)? a. It develops around topics that are important to its members. b. It integrates programs that manage a company's vital business operations. c. It plans and schedules production for a company and records actual production activities. d. It manages fixed asset purchases and the depreciation of the assets.

a. It develops around topics that are important to its members.

10. Which of the following statements is true of tacit knowledge? a. It is difficult for others to copy. b. It can be documented easily. c. It is based on an existing theory. d. It can be shared with others easily.

a. It is difficult for others to copy.

11. Which of the following statements is true of explicit knowledge? a. It is documented, stored, and codified. b. It cannot be shared with others easily. c. It is difficult for others to copy. d. It is developed as a result of personal experience.

a. It is documented, stored, and codified.

59. Which of the following is true of an enterprise search software? a. It matches a user's query to many sources of information. b. It maintains the decision logic used by operational systems. c. It populates and maintains a data warehouse. d. It enables the analysis of big data and other challenging data-processing applications.

a. It matches a user's query to many sources of information.

34. Identify a true statement about an informal community of practice. a. It's members meet with little advanced planning. b. It's members meet on a regularly scheduled basis. c. It's members have a planned agenda. d. It's members have identified speakers.

a. It's members meet with little advanced planning.

1. _____ comprises a range of practices concerned with increasing awareness, fostering learning, speeding collaboration and innovation, and exchanging insights of individuals, teams, or entire organizations. a. Knowledge management b. Sales management c. Resource management d. Disaster management

a. Knowledge management

38. _____ connects various pieces of content to form a complete picture. a. Metadata b. Schema c. Microdata d. Macrodata

a. Metadata

40. _____ enables analysts to make judgments about how to interpret and value the content of a message. a. Metadata b. Microdata c. Macrodata d. Inlinedata

a. Metadata

39. Which of the following is true of metadata? a. Metadata enables analysts to make judgments about how to interpret and value the content of a message. b. Metadata plans quality control activities such as product inspections and material certifications. c. Metadata contains records of all financial transactions in the general ledger accounts of a company and generates financial statements for external reporting. d. Metadata schedules production and monitors actual production activities.

a. Metadata enables analysts to make judgments about how to interpret and value the content of a message.

19. Which of the following is true of knowledge management? a. Organizations implement knowledge management projects to foster innovation by encouraging the free flow of ideas. b. Knowledge management enables users to gain administrator-level access to a computer without the end user's consent or knowledge. c. Knowledge management prevents computers from being controlled from one or more remote locations by hackers, without the knowledge or consent of their owners. d. Organizations implement knowledge management to prevent fraudulent activities associated with computers and networks.

a. Organizations implement knowledge management projects to foster innovation by encouraging the free flow of ideas.

26. Portical Inc., a leading electrical appliance manufacturing firm based in Canada, faced a severe financial crisis as 15 percent of its vital employees moved to different firms and 21 percent of its employees retired. It faced severe deficit in customer satisfaction, production rate, sales, and customer relationship. The new employees tried their best to overcome the deficit but were successful only to a small extent. Which of the following can be a reason for the issues faced by the firm? a. Permanent loss of expertise of key individuals b. Collaboration among contractors, suppliers, and other business partners c. Leveraging the expertise of employees across the firm d. Fostering innovation by encouraging the free flow of ideas

a. Permanent loss of expertise of key individuals

43. _____ has many knowledge management applications, ranging from mapping knowledge flows and identifying knowledge gaps within organizations to helping establish collaborative networks. a. Social network analysis (SNA) b. Branching router-based multicast routing (BRM) c. Online analytical processing (OLAP) d. Drill-down analysis (DDA)

a. Social network analysis (SNA)

7. _____ knowledge is the know-how that someone has developed as a result of personal experience and it involves intangible factors such as beliefs, perspective, and a value system. a. Tacit knowledge b. Explicit knowledge c. Rootkit knowledge d. Lucent knowledge

a. Tacit knowledge

21. In order to evolve, grow, and prosper, an organization must _____. a. foster innovation by encouraging the free flow of ideas b. refrain from employing young people c. adhere to time-tested methods and concepts d. avoid collaboration with contractors during the planning stage

a. foster innovation by encouraging the free flow of ideas

24. Encouraging the free flow of ideas among employees, contractors, suppliers, and other business partners can lead to a(n) _____. a. increase in revenue b. decrease in revenue c. increase in production costs d. decrease in employee innovation

a. increase in revenue

36. The properties of a message and of its author on Facebook are examples of _____. a. metadata b. shadowing c. tacit knowledge d. metaheuristics

a. metadata

14. Bob, a medical graduate, works as an apprentice under a chief orthopedist and gains knowledge on various orthopedic disorders and the ways to cure them. This is an example of _____. a. shadowing b. overriding c. mirroring d. outsourcing

a. shadowing

48. Which of the following is true of a business rule management system (BRMS)? a. A BRMS establishes a network of warehouses for storing products and delivering them to customers. b. A BRMS avoids potential bottlenecks and lengthy delays in implementing organizational and process changes. c. A BRMS provides users with the ability to see a colleague's availability status and schedule meetings. d. A BRMS allows users to create and edit Web page content freely using any browser or wiki software.

b. A BRMS avoids potential bottlenecks and lengthy delays in implementing organizational and process changes.

16. Which of the following is an example of joint problem-solving? a. Three young interns practicing under the guidance of an experienced dentist b. A novice and an expert working side-by-side on a new project c. Five new employees working on a Web-based project d. A novice carpenter working under the supervision of a senior carpenter

b. A novice and an expert working side-by-side on a new project

20. Which of the following can result in effective knowledge management? a. Developing separate processes for each employee that is structured to their knowledge and specific skills b. Enabling employees to share and build on one another's experience and expertise so that mistakes are not repeated c. Using software to assist in the creation, analysis, and modification of the design of a component or product d. Applying strict access controls, file and directory permissions, to protect data from disclosure or destruction

b. Enabling employees to share and build on one another's experience and expertise so that mistakesare not repeated

54. _____ is the application of search technology to find information within an organization. a. Core search b. Enterprise search c. Binary search d. Domain Search

b. Enterprise search

4. _____ is knowledge that is documented, stored, and codified—such as standard procedures, product formulas, customer contact lists, market research results, and patents. a. Tacit knowledge b. Explicit knowledge c. Rootkit knowledge d. Persistent knowledge

b. Explicit knowledge

6. Kaia, a chemical engineering graduate, has documented all titration procedures in her project report. She refers to this report while performing titrations in her laboratory. This is an example of _____. a. muted knowledge b. implied knowledge c. tacit knowledge d. explicit knowledge

b. Explicit knowledge

2. Which of the following has caused organizations to establish knowledge management programs in their information technology (IT) or human resource management departments? a. Normalization b. Globalization c. Amortization d. Personalization

b. Globalization

28. Which of the following is true of defining the efforts of knowledge management to support specific organizational goals and objectives? a. It prevents the permanent loss of expertise related to core operations. b. It determines whether a project is worthwhile before an organization commits resources to it. c. It avoids leveraging the expertise of people across an organization. d. It fosters individual innovation by encouraging the free flow of ideas.

b. It determines whether a project is worthwhile before an organization commits resources to it.

37. In analyzing social media communications from sources such as text, video, and chat, which of the following is considered the most significant data? a. The content itself b. Metadata c. Schema d. Macrodata

b. Metadata

41. Which of the following is true of social network analysis (SNA)? a. SNA provides the quality control objectives to be achieved by several organizational units. b. SNA provides a clear picture of how geographically dispersed employees and organizational units collaborate. c. SNA provides the accounts of a company and generates financial statements for external reporting. d. SNA provides plans for changes in new government and industry rules and regulations.

b. SNA provides a clear picture of how geographically dispersed employees and organizational units collaborate.

12. _____ involves a novice observing an expert executing his or her job to learn how he or she performs. a. Joint problem-solving b. Shadowing c. Overriding d. Social network analysis

b. Shadowing

13. Which of the following is an example of shadowing? a. Two new recruits working on an automobile's rear axle b. Three young interns practicing under the guidance of an experienced surgeon c. A novice and an expert working side-by-side on a new project d. Four novice employees working on a client-specific application software

b. Three young interns practicing under the guidance of an experienced surgeon

52. Seisms Inc., a locomotive engine manufacturing company, has forty-two branches across North America. The company's manpower exceeds 1800 and it plans to expand the geographic distribution of its sales force and product lines to Asia. Maintaining the rules needed for effective and efficient territory assignment and sales-lead distribution is a significant challenge for the company. Which of the following would be the best solution for Seisms to undertake faster implementation of the changes to its sales division? a. Using an enterprise resource planning system b. Using a business rule management system c. Using a supply chain management system d. Using a customer relationship management system

b. Using a business rule management system

46. The _____ of an operational system that supports an organization includes policies, requirements, and conditional statements that govern how the system works. a. compensation logic b. decision logic c. escape clause d. cash flow

b. decision logic

22. Leveraging the expertise of people across an organization can help _____. a. prevent new employees from innovating b. prevent new employees from repeating some of the mistakes of others c. avoid collaborations with contractors and suppliers d. avoid the dissemination of tacit knowledge

b. prevent new employees from repeating some of the mistakes of others

51. A(n) _____ can become a repository of important knowledge and decision-making processes that include the learnings and experiences of experts in a field. a. enterprise resource planning system b. risk and hazard management system c. customer relationship management system d. business rule management system

b. risk and hazard management system

58. Which of the following can be used by employees to find information in various document repositories or to find mislaid documents? a. A perceptive software pack b. A binary search tool c. An enterprise search software d. An enterprise outsourcing tool

c. An enterprise search software

53. Apex Healthcare, a Malaysian health insurance service provider for Demitri Care and Facilities, checks and verifies the insurance coverage of the patients who visit the healthcare. The patient data is provided to Apex Healthcare via invoices such as contract type, service submitted, insured party, and billing amount. The company has planned to replace manual processes with automatic reconciliation. Automation of its manual processes will allow Apex Healthcare to maintain its level of service with no increase in staff even though the number of its customers has tripled over a course of three years. Identify the system that will help the company achieve its goal. a. Risk and hazard management system b. Product life cycle management system c. Business rule management system d. Enterprise resource planning system

c. Business rule management system

1. Product life cycle management is used by organizations to enable individuals, teams, and entire organizations to collectively and systematically create, share, and apply knowledge in order to achieve their objectives.

False

10. The use of a business rule management system leads to a less accurate implementation of necessary changes to an organization's policies and procedures.

False

11. Containing the scope of a project to impact only a small part of an organization is more risky thantrying to take on a project very large in scope.

False

12. Metadata matches a user's query to many sources of information in an attempt to identify the most important content and the most reliable and relevant source.

False

13. Business rule management system (BRMS) refers to any process in which electronic data is sought, located, secured, and searched with the intent of using it as evidence in a civil or criminal legal case.

False

4. Zero-based budgeting develops models, tools, documents, processes, and terminology that represent the accumulated knowledge of a community.

False

5. Members of an informal community of practice meet on a regular basis with a well-planned agenda and identified speakers.

False

7. E-discovery is a term describing changes in technology and Web site design to enhance information sharing, collaboration, and functionality on the Web.

False