Deck 11: Knowledge Management

Question 1

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

Answer 1

False

Question 2

An up-to-the-minute traffic bulletin along the freeway that indicates a traffic slowdown due to construction several miles ahead is an example of knowledge.

Answer 2

False

Question 3

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,within an organization.

Answer 3

True

Question 4

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

Question 5

Today's knowledge may become tomorrow's ignorance if an organization fails to update knowledge as environmental conditions change.

Question 6

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

Question 7

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

Question 8

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

Question 9

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

Question 10

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

Question 11

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

Question 12

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.

Question 13

Both the idea of knowledge 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.

Question 14

KM systems are used to leverage a company's intellectual assets,or intellectual capital-the valuable knowledge of its employees.

Question 15

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.

Question 16

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.

Question 17

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

Question 18

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

Question 19

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

Question 20

A learning organization is one that performs these four main activities well: systematic problem solving,creative experimentation,learning from the best practices of others,and transferring knowledge quickly and efficiently throughout the organization.

Question 21

What is an organization's valuable knowledge of its employees?

A) Effective and efficient problem solving
B) corporate information
C) intellectual capital
D) active management

Question 22

Each of the following is a way to encourage vibrant COP (communities of practice)in an organization except:

A) manage strictly
B) focus on value
C) combine familiarity and excitement
D) invite different levels of participation

Question 23

Which of the following is not one of the key knowledge performance dimensions that drives competitive advantage?

A) creating a corporate knowledge-driven culture
B) fostering innovation
C) providing customer service
D) facilitating organizational learning

Question 24

A knowledge management portal (KMP)consists of each of the following except:

A) knowledge portal
B) corporate culture
C) knowledge repository
D) information data sources

Question 25

What is the importance of communities of practice (COP)?

A) They consist of chief officers of the organization.
B) They are a supportive culture needed for a KMS to succeed.
C) They provide necessary technology training.
D) All of the above.

Question 26

Firms adopt knowledge management systems:

A) to help deal with employee turnover.
B) to increase productivity.
C) to improve customer service.
D) all of the above.

Question 27

Explicit knowledge is:

A) easy to explain.
B) easy to apply.
C) easy to document.
D) easy to explain, document and apply.

Question 28

All of the following describe the practice approach to knowledge management except:

A) It deals mostly with tacit knowledge.
B) It provides an environment to generate and transfer high-value tacit knowledge.
C) It uses formal controls and procedures with an emphasis on technology to transfer and disseminate knowledge.
D) It relies on informal social groups.

Question 29

Which of the following is a characteristic of knowledge?

A) Knowledge is subject to diminishing returns
B) Knowledge branches and fragments
C) It is easy to estimate the impact of investments in knowledge
D) All of the above

Question 30

Which of the following is true about a chief knowledge officer?

A) A CKO need not have extensive experience in KMS.
B) A CKO should be technically savvy.
C) A CKO does not have to be actually involved in promoting knowledge sharing.

Question 31

Tacit knowledge is:

A) easy to explain.
B) easy to apply.
C) easy to document.
D) none of the above.

Question 32

________ are interactive computerized systems that help employees find and connect with colleagues who have the expertise required for specific problems in order to solve specific,critical business problems in seconds.

A) Expert location systems
B) Tacit knowledge systems
C) Knowledge sharing systems
D) Social networks

Question 33

Lessons learned from the British Broadcasting Corporation's (BBC)knowledge management system includes all of the following except:

A) High-tech and large budgets are necessary to attain knowledge management success.
B) The BBC runs on knowledge.
C) Design the system to match the way the company functions, e.g., as a social network.
D) Blogs and wikis have helped break down silos and spread knowledge.

Question 34

There are several essential "preconditions" for effective knowledge management to succeed.Which of the following is a precondition?

A) a knowledge infrastructure consisting of technology, structure, and culture
B) a knowledge process architecture of acquisition, conversion, application, and protection
C) economies of scale in obtaining information from external providers
D) A and B

Question 35

Artificial intelligence (AI)supports knowledge management in each of the following ways except:

A) By enhancing knowledge searches
B) By helping to determine the relative importance of the knowledge
C) By manipulating current results
D) By identifying patterns in data

Question 36

Which of the following is true about knowledge management?

A) Successful managers have always been performing knowledge management.
B) KM focuses on identifying and explicating knowledge so that it can be shared in a formal manner.
C) The benefits are always clear at the start of the effort.
D) All of the above.

Question 37

Knowledge is:

A) dynamic.
B) contextual.
C) information in action.
D) all of the above.

Question 38

Which of the following factors is not among the most important for KM success?

A) Quantity the expected and realized ROI of the KM before and after deployment.
B) Build the right team for knowledge capture and creation.
C) If the deployment appears to be falling behind schedule, it is better to focus on finishing it on schedule rather than narrowing the scope of the knowledge base.
D) Maintain a flexible approach to information access to improve user adoption.

Question 39

Organizational learning and memory depend ________ on technology and ________ on people issues.

A) less; more
B) mostly; not
C) first; secondly
D) primarily; less

Question 40

Which of the following is not a learning skill?

A) Openness to new perspectives
B) Awareness of personal biases
C) Exposure to unfiltered data
D) A sense of urgency

Question 41

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

Question 42

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.

Question 43

A learning organization must have an organizational memory and a means to save,represent,and ________ its organizational knowledge.

Question 44

Knowledge management requires a major transformation in organizational ________ to create a desire to share knowledge.

Question 45

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

Question 46

Nontrivial ________ methods,such as rewards and recognition,to encourage users to contribute and use knowledge.

Question 47

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

Question 48

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

Question 49

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

Question 50

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

Question 51

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

Question 52

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

Question 53

The practice approach to knowledge management assumes that a great deal of organizational knowledge is ________ in nature.

Question 54

Collaboration tools,or ________,were the first tools used to enhance tacit knowledge transfer within an organization.

Question 55

________ are interactive computerized systems that help employees find and connect with colleagues with expertise required for specific problems.

Question 56

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

Question 57

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

Question 58

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

Question 59

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

Question 60

________ refers to an organization's capability of learning from its past experience.

Question 61

Identify ways in which Artificial Intelligence helps knowledge management.

Question 62

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

Question 63

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

Question 64

Describe the Seven Principles for designing successful communities of practice.

Question 65

What is a community of practice?

Question 66

Define explicit knowledge.

Question 67

Describe electronic document management.

Question 68

Describe the knowledge management system cycle steps.

Question 69

Define tacit knowledge.

Question 70

Describe the role of the CKO.