Question in information technology.

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Writing

Description

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.

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BUS 3551, Information Systems Management 3

Scenario B

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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 chose 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 Waldorf 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.

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Explanation & Answer

Attached.

Running head: KNOWLEDGE MANAGEMENT SYSEMS

Knowledge Management Systems
Student’s Name
Institutional Affiliation

1

KNOWLEDGE MANAGEMENT SYSEMS

2

Knowledge Management Systems
Scenario A
The main roles of the Knowledge Management System
KMS is an automated IT system that captures stores and allows users to retrieve
knowledge which improves their understanding, collaboration and process alignment (Cortez
2018). Its prime role includes; intermediation, which is the transfer of knowledge from
provider to seeker of knowledge; externalization, the transfer of knowledge from the mind of
its holder into an external repository; internalization, extraction of knowledge to seekers;
cognition, ability to make decision-based on stored knowledge. The expert system and
content management systems are the most common examples of KMS.
The Main Meaning of Expert System
An expert system is a software application that uses a database of expert knowledge to
emulate the decision-making capability of the human expert to make the decision or offer
advice in a particular field. While the content management system is a software application
used to create, modify and manage electrical content (Arsene 2011). When the expert system
and the content management system are used in small business like the local engine repair
shop, they can be ...


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