Management Information Systems,

12e (Laudon)
Chapter 11 Managing Knowledge
1) Knowledge residing in the minds of employees that has not been documented is called
explicit
knowledge.
Answer: FALSE
Diff: 2
Page Ref: 417
AACSB: Reflective Thinking
CASE: Content
Objective: 11.1

2) Knowledge can reside in e-mail, voice mail, graphics, and unstructured documents as
well as
structured documents.
Answer: TRUE
Diff: 1
Page Ref: 417-418
AACSB: Reflective Thinking
CASE: Content
Objective: 11.1

3) Knowledge is universally applicable and easily moved.

Answer: FALSE
Diff: 1
Page Ref: 418
AACSB: Reflective Thinking
CASE: Content
Objective: 11.1

4) CAD is a type of intelligent technique.

Answer: FALSE
Diff: 1
Page Ref: 427
AACSB: Reflective Thinking
CASE: Content
Objective: 11.3

5) Knowledge workers include all of a company's workers who are tasked with managing
or
creating knowledge, from top-level scientists to clerical and data workers.
Answer: FALSE
Diff: 1
Page Ref: 426
AACSB: Reflective Thinking
CASE: Content
Objective: 11.3

6) Structured knowledge is explicit knowledge that exists in informal documents.

Answer: FALSE
Diff: 1
Page Ref: 423
AACSB: Reflective Thinking
CASE: Content
Objective: 11.1
7) Semistructured information is all the knowledge in a firm that resides in the heads of
experienced employees.
Answer: FALSE
Diff: 2
Page Ref: 423
AACSB: Reflective Thinking
CASE: Content
Objective: 11.2

8) VRML requires the use of a powerful server as well as large amounts of bandwidth.
Answer: FALSE
Diff: 2
Page Ref: 430
AACSB: Use of IT
CASE: Content
Objective: 11.3

9) Expert systems are the primary tools used for knowledge discovery.
Answer: FALSE
Diff: 1
Page Ref: 432
AACSB: Use of IT
CASE: Content
Objective: 11.4

10) Intelligent agents can discover underlying patterns, categories, and behaviors in large
data sets.
Answer: FALSE
Diff: 2
Page Ref: 441
AACSB: Reflective Thinking
CASE: Content
Objective: 11.4

11) Expert systems capture the knowledge of skilled employees in the form of a set of rules
in a
software system that can be used by others in the organization.
Answer: TRUE
Diff: 1
Page Ref: 432
AACSB: Use of IT
CASE: Content
Objective: 11.4

12) Expert systems are typically used in business in discrete, highly structured decision-
making
situations.
Answer: TRUE
Diff: 2
Page Ref: 432
AACSB: Use of IT
CASE: Content
Objective: 11.4
13) Expert systems work by applying a set of AND/OR rules against a knowledge base,
both of
which are extracted from human experts.
Answer: FALSE
Diff: 2
Page Ref: 432
AACSB: Use of IT
CASE: Content
Objective: 11.4

14) Enterprise content management systems are designed to manage structured

information, while
other systems, such as KWS, are designed to manage semistructured and unstructured
information.
Answer: FALSE
Diff: 1
Page Ref: 417
AACSB: Reflective Thinking
CASE: Content
Objective: 11.2

15) Case-based reasoning is not well-suited for diagnostic systems in medicine.

Answer: FALSE
Diff: 1
Page Ref: 434
AACSB: Reflective Thinking
CASE: Content
Objective: 11.4

16) Fuzzy logic can describe a particular phenomenon or process linguistically and then
represent
that description in a small number of flexible rules.
Answer: TRUE
Diff: 2
Page Ref: 436
AACSB: Reflective Thinking
CASE: Content
Objective: 11.4

17) Fuzzy logic systems "learn" patterns from large quantities of data by sifting through
data,
searching for relationships, building models, and correcting over and over again the
model's own
mistakes.
Answer: FALSE
Diff: 2
Page Ref: 436
AACSB: Reflective Thinking
CASE: Content
Objective: 11.4

18) Because neural network applications cannot always explain why they arrive at a
particular
solution, they are not well suited for use in the medical profession.
Answer: FALSE
Diff: 2
Page Ref: 436-437
AACSB: Reflective Thinking
CASE: Content
Objective: 11.4
19) Intelligent agents are used primarily for specific, repetitive and predictable tasks.
Answer: TRUE
Diff: 2
Page Ref: 441
AACSB: Use of IT
CASE: Content
Objective: 11.4

20) Shopping bots are a form of intelligent agent.

Answer: TRUE
Diff: 2
Page Ref: 441
AACSB: Reflective Thinking
CASE: Content
Objective: 11.4

21) What type of knowledge management system did Canadian Tire implement in order to
improve the communications with dealers?
A) digital asset management system
B) content management system
C) learning management system
D) knowledge network system
Answer: B
Diff: 2
Page Ref: 415
AACSB: Analytic Skills
CASE: Analysis
Objective: 11.2

22) The percentage of gross domestic product of the United States that is produced by the
knowledge and information sectors is estimated to be about ________ percent.
A) 20
B) 40
C) 60
D) 80
Answer: C
Diff: 3
Page Ref: 417
AACSB: Reflective Thinking
CASE: Content
Objective: 11.1

23) Which of the following statements best describes the relationship between collaboration
and
knowledge management?
A) Without knowledge, collaboration is difficult.
B) Knowledge doesn't exist without collaboration.
C) Knowledge is useful only when shared with others.
D) As knowledge increases, so does collaboration.
Answer: C
Diff: 2
Page Ref: 417
AACSB: Analytic Skills
CASE: Analysis
Objective: 11.1
24) The flow of events or transactions captured by an organization's system describes
A) information.
B) data.
C) wisdom.
D) knowledge.
Answer: B
Diff: 1
Page Ref: 417
AACSB: Reflective Thinking
CASE: Content
Objective: 11.1

25) Expertise and experience of organizational members that has not been formally
documented
best describes
A) wisdom.
B) information.
C) data.
D) tacit knowledge.
Answer: D
Diff: 2
Page Ref: 417
AACSB: Reflective Thinking
CASE: Content
Objective: 11.1

26) Changing organizational behavior by sensing and responding to new experience and
knowledge is called
A) change management.
B) knowledge networking.
C) the knowledge value chain.
D) organizational learning.
Answer: D
Diff: 1
Page Ref: 419
AACSB: Reflective Thinking
CASE: Content
Objective: 11.1

27) The set of business processes, culture, and behavior required to obtain value from
investments
in information systems is one type of
A) knowledge culture.
B) knowledge discovery.
C) organizational and management capital.
D) organizational routine.
Answer: C
Diff: 3
Page Ref: 419
AACSB: Use of IT
CASE: Content
Objective: 11.1
28) Which of the following systems digitizes, indexes, and tags documents according to a
coherent
framework?
A) wikis
B) CAD
C) document management
D) LMS
Answer: C
Diff: 1
Page Ref: 420
AACSB: Use of IT
CASE: Content
Objective: 11.2

29) Which of the following statements is

not
an accurate description of the importance of
knowledge to a firm?
A) Knowledge experiences network effects as more people share it.
B) Knowledge should be seen as an intangible key asset.
C) Knowledge enables firms to become more efficient in their use of scarce resources.
D) Knowledge is unconditional.
Answer: D
Diff: 3
Page Ref: 418
AACSB: Analytic Skills
CASE: Analysis
Objective: 11.1

30) What is meant by the statement "knowledge is sticky"?

A) Knowledge is hard to move.
B) Knowledge is universally applicable.
C) Knowledge works only in certain situations.
D) Knowledge is intangible.
Answer: A
Diff: 3
Page Ref: 418
AACSB: Analytic Skills
CASE: Analysis
Objective: 11.1

31) Which of the following is

not
one of the main four dimensions of knowledge described in the
chapter?
A) Knowledge is a firm asset.
B) Knowledge has different forms.
C) Knowledge has no locations.
D) Knowledge is situational.
Answer: C
Diff: 3
Page Ref: 418
AACSB: Reflective Thinking
CASE: Content
Objective: 11.1
32) In order, which are the value-adding steps in the knowledge business value chain?
A) acquire, store, disseminate, apply, feedback
B) data and information acquisition, acquire, store, disseminate, apply
C) acquire, disseminate, apply, feedback, management and organizational activities
D) data and information acquisition, store, disseminate, feedback, apply
Answer: B
Diff: 2
Page Ref: 419
AACSB: Analytic Skills
CASE: Analysis
Objective: 11.1

33) Informal social networks of professionals and employees within and outside the firm
who have
similar work-related activities and interests are called communities of
A) practice.
B) professionals.
C) interest.
D) knowledge.
Answer: A
Diff: 2
Page Ref: 421
AACSB: Reflective Thinking
CASE: Content
Objective: 11.2

34) Which of the following are the three major types of knowledge management systems?
A) management information systems, decision support systems, and transaction processing
systems
B) enterprise systems, customer support systems, and supply chain management systems
C) database management systems, expert systems, and knowledge work systems
D) enterprise-wide knowledge management systems, knowledge work systems, and
intelligent
techniques
Answer: D
Diff: 2
Page Ref: 421
AACSB: Use of IT
CASE: Content
Objective: 11.2

35) Specialized systems built for engineers, scientists, and other knowledge workers
charged with
discovering and creating new knowledge for a company are called
A) KWS.
B) LMS.
C) wikis.
D) CAD systems.
Answer: A
Diff: 1
Page Ref: 421
AACSB: Use of IT
CASE: Content
Objective: 11.2
36) Fuzzy logic is a type of
A) data mining.
B) neural network.
C) intelligent technique.
D) business intelligence.
Answer: C
Diff: 2
Page Ref: 435
AACSB: Reflective Thinking
CASE: Content
Objective: 11.2

37) Which of the following is

not
a typical component or capability of an enterprise-wide
knowledge management system?
A) collaboration tools
B) KWS
C) document management
D) LMS
Answer: B
Diff: 2
Page Ref: 421
AACSB: Analytic Skills
CASE: Analysis
Objective: 11.2

38) Which of the following would

not
be considered semistructured knowledge?
A) request for proposals
B) voice-mail
C) videos
D) e-mail
Answer: A
Diff: 2
Page Ref: 422
AACSB: Analytic Skills
CASE: Analysis
Objective: 11.2

39) You are advising a multimedia company on the best type of knowledge management
system to
help them archive digital video and sound clips. Which of the following will suit their
needs?
A) enterprise content management system
B) digital asset management system
C) knowledge network system
D) VRML system
Answer: B
Diff: 2
Page Ref: 424
AACSB: Analytic Skills
CASE: Analysis
Objective: 11.2
40) Once a knowledge taxonomy is developed, documents are all ________ with the proper
classification.
A) tagged
B) linked
C) tupled
D) referenced
Answer: A
Diff: 2
Page Ref: 423
AACSB: Reflective Thinking
CASE: Content
Objective: 11.2

41) Which of the following is

not
a Web 2.0 tool firms are using to foster collaboration?
A) blogs
B) intranets
C) wikis
D) social bookmarking
Answer: B
Diff: 2
Page Ref: 424
AACSB: Use of IT
CASE: Content
Objective: 11.2

2) Your company wants to develop intelligent techniques to create a "smart" oven that can
perfectly cook basic foodstuffs, such as roasts and bread, using sensors and minimal input
from the
user. The system would know the difference between rare, medium rare, medium, and well
done
roasts. The category of intelligent technique that would describe this system is
A) expert system.
B) neural network.
C) case based reasoning.
D) fuzzy logic.
Answer: D
Diff: 2
Page Ref: 434-436
AACSB: Analytic Skills
CASE: Synthesis
Objective: 11.4

43) Which of the following statements about the use of wikis by firms is
not
true?
A) They are inexpensive and easy to implement.
B) Users are able to modify wiki content contributed by others.
C) They are most appropriate for information that must be revised but does not need to be
available
24/7.
D) They can be used as a central repository for all types of corporate data such as
spreadsheets and
e-mail.
Answer: C
Diff: 2
Page Ref: 424
AACSB: Analytic Skills
CASE: Evaluation
Objective: 11.2
44) Tools for the management, delivery, tracking, and assessment of various types of
employee
learning best describes a(n)
A) investment workstation.
B) organizational learning system.
C) employee enrichment system.
D) learning management system.
Answer: D
Diff: 2
Page Ref: 425
AACSB: Use of IT
CASE: Content
Objective: 11.2

45) Most knowledge workers require specialized knowledge work systems, but they also
rely on
A) office systems.
B) schools and universities.
C) imaging systems.
D) data transferring systems.
Answer: A
Diff: 2
Page Ref: 426
AACSB: Use of IT
CASE: Content
Objective: 11.3

46) A ________ is very important to a knowledge worker's system.

A) careful filing system
B) financial analysis system
C) CAD capability
D) user-friendly interface
Answer: D
Diff: 1
Page Ref: 426
AACSB: Use of IT
CASE: Content
Objective: 11.3

47) ________ often are designed and optimized for the specific tasks to be performed.
A) Graphics programs
B) Knowledge workstations
C) Virtual simulators
D) CAD stations
Answer: B
Diff: 2
Page Ref: 427
AACSB: Use of IT
CASE: Content
Objective: 11.3
48) CAD workstations
A) provide engineers, designers, and factory managers with precise control over industrial
design
and manufacturing.
B) provide an important source of expertise for organizations.
C) allow groups to work together on documents.
D) are high-end PCs used in the financial sector to analyze trading situations
instantaneously and
facilitate portfolio management.
Answer: A
Diff: 2
Page Ref: 427
AACSB: Use of IT
CASE: Content
Objective: 11.3

49) Which of the following would

not
be classified as a knowledge work system?
A) computer-aided design system
B) 3D visualization system
C) investment workstations
D) expert system
Answer: D
Diff: 2
Page Ref: 427-431
AACSB: Analytic Skills
CASE: Analysis
Objective: 11.3

50) Virtual reality systems

A) provide engineers, designers, and factory managers with precise control over industrial
design
and manufacturing.
B) provide an important source of expertise for organizations.
C) allow groups to work together on documents.
D) provide architects, engineers, and medical workers with precise, photorealistic
simulations of
objects.
Answer: D
Diff: 2
Page Ref: 428
AACSB: Use of IT
CASE: Content
Objective: 11.3

51) Investment workstations

A) provide engineers, designers, and factory managers with precise control over industrial
design
and manufacturing.
B) provide an important source of expertise for organizations.
C) allow groups to work together on documents.
D) are used in the financial sector to analyze trading situations instantaneously and
facilitate
portfolio management.
Answer: D
Diff: 1
Page Ref: 431
AACSB: Use of IT
CASE: Content
Objective: 11.3
52) Which of the following systems is
not
used to capture tacit knowledge?
A) expert system
B) case-based reasoning
C) fuzzy logic
D) neural network
Answer: D
Diff: 3
Page Ref: 431
AACSB: Reflective Thinking
CASE: Content
Objective: 11.3

53) Which of the following is a type of intelligent technique?

A) knowledge networks
B) case based reasoning
C) computer-aided design
D) VRML
Answer: B
Diff: 3
Page Ref: 431
AACSB: Reflective Thinking
CASE: Content
Objective: 11.4

54) Which of the following techniques is used for knowledge discovery?

A) expert system
B) transaction processing systems
C) case-based reasoning
D) data mining
Answer: D
Diff: 2
Page Ref: 431
AACSB: Use of IT
CASE: Content
Objective: 11.4

55) Technology that consists of computer-based systems that attempt to emulate human
behavior
is called
A) fuzzy logic.
B) neural networks.
C) AI technology.
D) genetic algorithms.
Answer: C
Diff: 2
Page Ref: 431
AACSB: Use of IT
CASE: Content
Objective: 11.4
56) An inference engine is
A) a strategy for searching the rule base in case-based reasoning.
B) the programming environment of an expert system.
C) a method of organizing expert system knowledge into chunks.
D) a strategy used to search through the rule base in an expert system by forward chaining
or
backward chaining.
Answer: D
Diff: 2
Page Ref: 432
AACSB: Reflective Thinking
CASE: Content
Objective: 11.4

57) Forward chaining is

A) a strategy for searching the rule base in an expert system that begins with information
entered
by the user.
B) the programming environment of an expert system.
C) a method of organizing expert system knowledge into chunks.
D) a strategy for searching the rule base in an expert system that begins with a hypothesis.
Answer: A
Diff: 2
Page Ref: 432
AACSB: Reflective Thinking
CASE: Content
Objective: 11.4

58) Backward chaining is

A) a strategy for searching the rule base in an expert system that begins with information
entered
by the user.
B) the programming environment of an expert system.
C) a method of organizing expert system knowledge into chunks.
D) a strategy for searching the rule base in an expert system that begins with a hypothesis.
Answer: D
Diff: 2
Page Ref: 432
AACSB: Reflective Thinking
CASE: Content
Objective: 11.4

59) Expert systems

A) solve problems too difficult for human experts.
B) are based on DO WHILE rules.
C) work in very limited domains.
D) share characteristics with mainframe computing.
Answer: C
Diff: 2
Page Ref: 434
AACSB: Use of IT
CASE: Content
Objective: 2.1
60) It is unlikely you could represent the knowledge in the
Encyclopedia Britannica
with an expert
system because
A) there is no one expert who understands all the material contained within the
encyclopedia.
B) the knowledge changes radically over a short time.
C) not all the knowledge in the encyclopedia can be represented in the form of IF-THEN
rules.
D) the knowledge is too general.
Answer: C
Diff: 2
Page Ref: 432-434
AACSB: Analytic Skills
CASE: Analysis
Objective: 11.4

61) Virtually all expert systems deal with problems of

A) policy development.
B) classification.
C) logic and control.
D) high complexity.
Answer: B
Diff: 3
Page Ref: 434
AACSB: Reflective Thinking
CASE: Content
Objective: 11.4

62) Expert systems are expensive and time-consuming to maintain because

A) their rule base is so complex.
B) they rely on equipment that becomes outdated.
C) their rules must be reprogrammed every time there is a change in the environment,
which in
turn may change the applicable rules.
D) only the person who created the system knows exactly how it works, and may not be
available
when changes are needed.
Answer: C
Diff: 3
Page Ref: 434
AACSB: Analytic Skills
CASE: Analysis
Objective: 11.4

63) In this technique, descriptions of past experiences of human specialists are stored in a
database
for later retrieval when the user encounters a situation with similar characteristics.
A) CBR
B) fuzzy logic
C) data mining
D) LMS
Answer: A
Diff: 1
Page Ref: 434
AACSB: Reflective Thinking
CASE: Content
Objective: 11.4
64) You are an automotive engineer working on an application that will automatically
parallel park
a car. The intelligent technique you may find most useful is
A) case-based reasoning.
B) artificial intelligence.
C) fuzzy logic.
D) expert system.
Answer: C
Diff: 2
Page Ref: 434-436
AACSB: Analytic Skills
CASE: Evaluation
Objective: 11.4

65) Hardware and software that attempts to emulate the processing patterns of the
biological brain
best describes
A) a neural network.
B) an expert system.
C) case-based reasoning.
D) fuzzy logic.
Answer: A
Diff: 2
Page Ref: 436
AACSB: Reflective Thinking
CASE: Content
Objective: 11.4

66) Genetic algorithms

A) develop solutions to particular problems using fitness, crossover, and mutation.
B) represent knowledge as groups of characteristics.
C) do not work for most problems.
D) are based on logic.
Answer: A
Diff: 2
Page Ref: 438
AACSB: Reflective Thinking
CASE: Content
Objective: 11.4

67) Which of the following describes a difference between neural networks and genetic
algorithms?
A) Genetic algorithms are designed to process large amounts of information.
B) Genetic algorithms are a type of knowledge discovery, while neural networks are an
intelligent
technique.
C) Neural networks are programmed to "learn."
D) All of the above.
Answer: C
Diff: 3
Page Ref: 436-441
AACSB: Reflective Thinking
CASE: Content
Objective: 11.4
68) Software programs that work in the background without direct human intervention to
carry out
specific, repetitive, and predictable tasks for individual users, business processes, or
software
applications, are called
A) intelligent agents.
B) intelligent techniques.
C) business intelligence.
D) AI hybrid systems.
Answer: A
Diff: 2
Page Ref: 441
AACSB: Use of IT
CASE: Content
Objective: 11.4

69) What type of intelligent technique helped Procter & Gamble determine the most
efficient
methods for their trucks to deliver goods?
A) fuzzy logic
B) intelligent agents
C) genetic algorithms
D) none of the above
Answer: B
Diff: 2
Page Ref: 441
AACSB: Reflective Thinking
CASE: Content
Objective: 11.4

70) To automate routine tasks to help firms search for and filter information for use in
electronic
commerce and supply chain management a firm would most likely use
A) CAD systems.
B) virtual reality systems.
C) fuzzy logic systems.
D) intelligent agents.
Answer: D
Diff: 2