Unit V Scholarly Activity
Instructions
Choose one of the scenarios below (A or B) to complete the assignment.
Scenario A
You are the business owner of a local small engine repair shop and you have been thinking about implementing a knowledge management system for your customer service technicians. You are thinking about this because there are times when some of your technicians know how to fix certain engine problems and others do not. Providing a central knowledge repository could help share troubleshooting and repair knowledge among your technicians.
Scenario B
You are the business owner of a local cleaning service, and you have been thinking about implementing a knowledge management system for your cleaning technicians, especially for those who troubleshoot and solve cleaning problems, such as removing certain carpet and water stains, addressing mold, and selecting the proper tools and products to use for other types of cleaning issues. You are thinking about this because there are times when some of your cleaning technicians know how to properly clean carpets and others do not. Providing a central knowledge repository could help share cleaning knowledge among your cleaning technicians.
After you choose your scenario (A or B), compose a paper that addresses the elements listed below.
- Explain the role of knowledge management systems.
- Explain what is meant by expert systems.
- Explain what is meant by content management systems.
- Discuss how the business in the selected scenario could benefit from an expert system and a content management system, and provide two examples for each type of system.
- Discuss how the business in the selected scenario could benefit from business intelligence, and provide two examples of these benefits.
- Discuss how the business in the selected scenario can use social media to not only obtain information and knowledge but to share it as well, and provide two examples of how the business might use social media information systems.
Your paper must be at least two pages in length (not counting the title and reference pages), and you must also use at least two scholarly sources, one of which must come from the CSU Online Library. Any information from a source must be cited and referenced in APA format, and your paper must be formatted in accordance to APA guidelines.
Expert Answer and Explanation
Decision Support Systems
KMS’s Role
Organizations strive to optimize the outcome of their organizational processes and operations, and leverage the information Technology to run work functions. To meet these expectations, they use knowledge management systems (KMS). The KMS constitutes the systems which function as the platform for storing knowledge so that individuals can access this information, and use it to inform the decisions they make. The KMS ensures that people can access the information they want, and this helps build individuals’ knowledge regarding how to perform certain tasks, and it can help workers collaborate and align processes (Shellum et al., 2017).
Expert Systems
Decision-making in a workplace setting is important in helping an organization meet strategic objectives. In a bid to make decisions, a firm may leverage the expert systems. Such systems integrate the features of the Artificial Intelligence (AI) technology. These features make it possible for systems to process information, and present this information depending on the user’s request (Junkes-Cunha et al., 2014).
Content Management Systems
Websites provide the link between clients and companies, and when one wants to find out about a business entity, they visit the entity’s website. This is why businesses need to effectively manage their websites, and they use the Content Management Systems (CMS) for this purpose. The CMS can be useful where a firm wants to create, manage as well as modify the content of the website. Wix can be considered to be the CMS.
Importance of Expert System and Content Management System
Reflecting on the case study A, the business seems to have the need of knowledge system, and it can benefit if it makes a decision to invest in the CMS. Having a CMS in the company will help the company’s technicians to access and retrieve the information they need, any time they need it. Consequently, these technicians will have to deal with fewer cases of problems pertaining to fixing of the engine systems (Poverennaya et al., 2018). Another benefit linked to this system with respect to the issues the firm is experiencing is that it will give the firm the latitude of updating and organizing the information in the CMS. Ultimately, the technicians will have minimal problems accessing the details. Drupal is part of the example of this system.
The organization will also accrue benefits from a program in which it uses an expert systems. This system will enable the company to not only store the relevant information but will also help the firm organization it in a manner that it will help guide the maintenance and repair of vehicles. Mobile Vehicle Expert System is an example of the system.
Importance of Business Intelligence
As technology advances, the need arises for the businesses to incorporate technology into their organizational functions arises. The use of the Business Intelligence (BI) is becoming popular among businesses. In this case, the BI can help A meet certain key business objectives. For instance, the BI can help the organization identify flaws in its internal operations, and manage these flaws. Using the BI, for instance, it can help tell if the technicians are unable to use the CMS (Pinto & Fox, 2016). The organization can then take measures such as training of the workers on how they can access the information.
Utilization of the Social Media
Social media can be useful for the company. It can give workers the platform where they can communicate with each other, and share knowledge in the process. It can use the auto groups to talk about the new technologies which make knowledge management possible.
References
Junkes-Cunha, M., Cardozo, G., Boos, C. F., & de Azevedo, F. (2014). Implementation of expert systems to support the functional evaluation of stand-to-sit activity. Biomedical engineering online, 13, 98. Doi: https://doi.org/10.1186/1475-925X-13-98.
Pinto, B., & Fox, B. I. (2016). Clinical and Business Intelligence: Why It’s Important to Your Pharmacy. Hospital pharmacy, 51(7), 604.Doi: https://doi.org/10.1310/hpj5107-604.
Poverennaya, E. V., Shargunov, A. V., Ponomarenko, E. A., & Lisitsa, A. V. (2018). The Gene-Centric Content Management System and Its Application for Cognitive Proteomics. Proteomes, 6(1), 12. Doi: https://doi.org/10.3390/proteomes6010012.
Shellum, J. L., Nishimura, R. A., Milliner, D. S., Harper, C. M., Jr, & Noseworthy, J. H. (2017). Knowledge management in the era of digital medicine: A programmatic approach to optimize patient care in an academic medical center. Learning health systems, 1(2).Doi: https://doi.org/10.1002/lrh2.10022.
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