Deck 9: Knowledge Management and E-Learning

Question 1

Intellectual capital refers to tangible assets and resources of an enterprise that are captured by conventional accounting reports.

Answer 1

False

Question 2

Social capital is stored electronically and includes knowledge stored as documentation about business processes, policies, research, and trade secrets.

Answer 2

False

Question 3

Self-paced learning programs are especially useful for gaining structural knowledge, such as how to use the company's enterprise resource planning.

Answer 3

True

Question 4

Structural knowledge is in the minds of employees and is difficult to locate because employees may not realize that they possess it.

Question 5

E-learning plays a key role in building human capital.

Question 6

A common problem in knowledge management is redundancy, which is worsened by the ease of copying and editing electronic files.

Question 7

Structural capital contributed by a person to an organization is only valid as long as that person is employed.

Question 8

Hybrid e-learning programs consist exclusively of online activities in which students use online materials independently.

Question 9

The first step involved in knowledge management is to share, organize, and value the knowledge.

Question 10

The subject matter expert in an e-learning learning program is one who pays the project bills, coordinates activities of writers, programmers, technicians, videographers and graphic artists, and tracks progress from kick-off to completion.

Question 11

The semantic web makes it possible for agents to integrate information from many different databases and collections with different structures, terms, and entity names.

Question 12

In knowledge management, once the goals of a project are identified, the next step is to locate the sources.

Question 13

A learning object is larger, less self-contained, and less reusable than a classroom lecture.

Question 14

Self-paced e-learning involves students using online materials independently, with little or no instructor involvement.

Question 15

Explicit knowledge can be documented and codified, whereas tacit knowledge encompasses insights, judgment, creative processes, and wisdom that come from learning through several trials and errors.

Question 16

Increasing Internet bandwidth has led to synchronous e-learning events no longer being limited to specially constructed interactive video classrooms and networks.

Question 17

Expert location systems have the ability to crawl through databases, websites, and other electronic documents to refine their expertise ratings.

Question 18

Operational information should be systematically collected and organized to ensure wide availability throughout the organization.

Question 19

Structural capital describes the number and quality of all the relationships an organization's employees maintain, not just with one another but with clients, customers, suppliers, and prospective employees.

Question 20

A person's network of contacts, including clients, suppliers, and prospective employees, is a part of the human capital that the person contributes toward the organization.

Question 21

________ refers to knowledge that can be documented and codified.

A) Experiential knowledge
B) Explicit knowledge
C) Tacit knowledge
D) Inert knowledge

Question 22

Which of the following statements is true of intellectual capital?

A) The value of an organization's intellectual capital is best reflected in the conventional accounting reports.
B) Intellectual capital consists of all intangible assets of an enterprise that contribute to its competitive advantage.
C) Intellectual capital is hard to distinguish from other sources of capital owned by an organization.
D) Intellectual capital does not include the knowledge stored as documentation about business processes, procedures, policies, contracts, and patents.

Question 23

Initially, corporations and universities took different approaches to e-learning.

Question 24

Sally Frost is a public engagement coordinator at Wildlife Foundation. What kind of capital does she contribute to the organization when she successfully interacts with volunteers, builds contacts with corporate houses, and long-term relations with government bodies over the years?

A) social capital
B) structural capital
C) equity capital
D) venture capital

Question 25

McKay-Hill, a well-known law firm in California, adopts a regular practice of documenting its client-related data daily in an electronic database. The client-related data includes nature of legal advice sought, revenue generated by each client, and progress on each case, among others. What type of intellectual capital does such data represent to the firm?

A) venture capital
B) social capital
C) structural capital
D) human capital

Question 26

Jonathan Collins, a customer relations manager at a retail firm in Minnesota, has added considerable value to his organization over the years by building strong relationships with the firm's clients and suppliers. Which of the following types of intellectual capital is he contributing to in this case?

A) equity capital
B) structural capital
C) human capital
D) social capital

Question 27

Which of the following is an accurate definition of human capital?

A) It represents the knowledge that a company's customers have about its products.
B) It refers to the knowledge stored as documentation about patents, contracts, and policies.
C) It consists of competencies and knowledge possessed by the organization's employees.
D) It refers to the number and quality of all the relationships an organization's employees maintain.

Question 28

Which of the following assets is a part of human capital?

A) business processes
B) interview techniques
C) patent documents
D) trade secrets

Question 29

Which of the following statements is true of structural capital?

A) It consists of electronically documented knowledge of a company's operations.
B) It consists of hierarchical relationships that an organization's employees maintain amongst one another.
C) It consists of structured relationships that the company's employees maintain with their clients.
D) It consists of knowledge of an organization that cannot be documented.

Question 30

Which of the following is an accurate definition of social capital?

A) the capital provided to early-stage, high-potential companies which contribute to developing societies
B) the internal and external relationships that are maintained by an organization's employees
C) the capital inherent in ecologies and protected by societies
D) the aggregate body of government-owned assets that are used to promote public industry productivity

Question 31

Intellectual capital refers to ________.

A) the intangible assets and resources of an enterprise
B) the assets that do not contribute to an organization's profitability
C) an organization's assets that can be sold to another organization
D) the assets belonging to an enterprise that are freely available to the public

Question 32

Which of the following assets is a part of structural capital?

A) research documents
B) mentoring strategies
C) interview techniques
D) client contacts

Question 33

Negotiating strategies, mentoring, and coaching are all part of the ________ that one adds to the company.

A) human capital
B) venture capital
C) equity capital
D) structural capital

Question 34

________ describes the number and quality of relationships an organization's employees maintain with one another as well as with clients, customers, suppliers, and prospective employees.

A) Structural capital
B) Venture capital
C) Equity capital
D) Social capital

Question 35

________ is often stored electronically and left behind with an organization even when an employee is no longer with the organization.

A) Structural capital
B) Social capital
C) Venture capital
D) Human capital

Question 36

Asynchronous interaction in e-learning programs are achieved through virtual classrooms and chat sessions.

Question 37

Which of the following assets is a part of social capital?

A) supplier contacts
B) business processes
C) trade secrets
D) organizational policies

Question 38

________ comprises of knowledge stored as documentation about business processes, patents, policies, and other aspects of the organization's operations, often stored electronically.

A) Social capital
B) Venture capital
C) Equity capital
D) Structural capital

Question 39

A great advantage of simulations in e-learning programs is that they offer people a chance to practice skills without risk to themselves or to others.

Question 40

Computer programmers are highly essential to the process of developing interactive learning objects in e-learning programs.

Question 41

Knowledge management refers to ________.

A) investigations that researchers make about roles that intangible assets play
B) practices that customers use to understand products prior to purchasing
C) strategies that organizations use to understand the responsibility they have toward society
D) processes that experts use to categorize public assets

Question 42

________ maps and measures the strength of relationships represented as nodes in the network and uncovers those who play pivotal roles as bridges to other groups, both inside and outside the organization.

A) Market basket analysis
B) Social network analysis
C) Goal seeking analysis
D) What-if analysis

Question 43

Rowland Perry, a headhunter in Manhattan, is required to find a capable candidate for the position of creative director for an ad agency. The creative director is a highly specialized position which requires that person to guide individual advertising campaigns for a diverse set of clients. Which of the following tools would help Rowland most in his search for a creative director?

A) expert location system
B) neural network
C) data warehouse
D) dashboard

Question 44

The first step involved in knowledge management is ________.

A) locating the sources of relevant knowledge
B) identifying the goal of the project
C) capturing the knowledge
D) organizing and sharing knowledge

Question 45

Which of the following contributes to successful knowledge management?

A) copying and editing electronic files with different versions
B) saving and documenting redundant information
C) understanding the organization's specific needs to identify goals
D) identifying broadly defined, diverse goals and aims

Question 46

Which of the following is an accurate definition of knowledge management?

A) a field which analyzes public capital and its role in community development
B) a field where researchers investigate roles that tangible assets play
C) a field which studies how tangible assets contribute to competitive advantage
D) a field which uses practices and strategies to manage intellectual capital

Question 47

A function of the expert location system is to ________.

A) mimic the reasoning of a human expert, drawing from a base of knowledge about a particular subject area to come to a decision or recommendation
B) analyze popularity of products through market basket analysis
C) find people in an organization with specific types of skills
D) locate a person's whereabouts through the geographic navigation system

Question 48

________ crawl through databases, websites, e-mails, project summaries, and other electronic documents to find people in an organization with specific types of expertise.

A) Web crawlers
B) Expert location systems
C) Connectionist expert systems
D) Intelligent agents

Question 49

Projects focused on explicit knowledge and structural capital, much of which is in electronic form and scattered across different formats and media types, are hampered by the ease of copying and editing electronic files so that different versions contain inconsistent information. This problem is referred to as ________.

A) reliability
B) accessibility
C) exclusivity
D) redundancy

Question 50

Dense connections in a social analysis map represent ________.

A) people at the top management level in an organization
B) people at the mid-level management level in an organization
C) people's actual position on a hierarchical organizational chart
D) people in informal networks who are willing to provide assistance

Question 51

Which of the following is usually used as the raw material for a social network analysis?

A) employee surveys
B) hierarchical charts of organizations
C) human resource records
D) previous employment records

Question 52

Knowledge which is elusive in nature and encompasses insights, judgment, creative processes, and wisdom that come with long experience in the field, and many trials and errors is known as ________.

A) inert knowledge
B) tacit knowledge
C) explicit knowledge
D) metaknowledge

Question 53

Which of the following is an accurate definition of communities of practice?

A) project teams driven by specific goals and dissolved once their missions are accomplished
B) groups of individuals whose team membership is defined by the task they are set to achieve
C) project teams where members from distinctly diverse professions come together
D) groups of individuals who come together to share knowledge about their professions

Question 54

Which of the following is true of explicit knowledge?

A) It is ingrained in a person and is difficult to document.
B) It includes structured and unstructured information, as well as multimedia content.
C) It encompasses the number and quality of all the relationships an organization's employees maintain.
D) It consists of information that is dispersed throughout the marketplace, and cannot be accumulated or referenced.

Question 55

Which of the following statements is true of social network analysis?

A) It displays connections of an individual's actual position on a hierarchical organizational chart.
B) It displays dense connections for people who are unwilling to provide assistance.
C) It provides insights into network clusters and the roles different people play as leaders.
D) It treats individuals as discrete units of analysis, instead of focussing on how the structure of ties affects individuals and their relationships.

Question 56

Pierce Bailey, a sales executive at a mobile service company, needs to document details of the sales calls he makes on a daily basis. What kind of knowledge is he documenting when he is feeding in customer contact information, response of customers, and follow-up that needs to be done?

A) tacit knowledge
B) experiential knowledge
C) explicit knowledge
D) common knowledge

Question 57

An after-action review refers to ________.

A) an online interaction between members of a project and prospective customers after a product has been launched
B) a meeting where members of a team analyze efficiency of an individual before he/she resigns
C) a discussion forum in which members discuss and finalize goals for a project
D) a meeting held after a project has been completed to document what worked well and what did not

Question 58

________ tends to be ingrained in a person's mind and often the person may not realize that he possesses it.

A) Explicit knowledge
B) Tacit knowledge
C) Documented knowledge
D) Procedural knowledge

Question 59

Known to be an integral part of Green Living Inc, Rhonda Lloyd works as a renewable energy campaigner in a remote region of Indonesia. What kind of knowledge represents her understanding of the dynamics of the village communities and apprehensions of the locals?

A) tacit knowledge
B) documented knowledge
C) explicit knowledge
D) metaknowledge

Question 60

The step in knowledge management which is undertaken right after an organization identifies its goal is to ________.

A) share the knowledge
B) locate the sources of relevant knowledge
C) capture the knowledge
D) organize and value the knowledge

Question 61

Which of the following is an accurate definition of document management systems?

A) systems that manage electronic records, often converted from paper sources, making them searchable and easily transmitted
B) information systems that can find people in an organization with specific types of expertise based on their education, experience, and activities
C) information systems used to deliver e-learning courses, track student progress, and manage educational records
D) software tools that mimic the reasoning and decision making of a human expert, drawing from a base of knowledge about a particular subject area developed with the expert's assistance

Question 62

The ________ is an organization's private web space that is password-protected and accessible only to authorized individuals through the organization's portal.

A) intranet
B) marketing website
C) World Wide Web
D) local area network

Question 63

Lee Tremblay is an account executive at the ad agency Rowland Clarkson. He organizes an after-action review for a recent advertising campaign that the agency worked on. Which of the following is the most likely objective of the review?

A) scheduling the production of the advertising campaign
B) assigning resources for the advertising campaign
C) addressing the billing and other accounting aspects for the advertising campaign
D) assessing the advertising campaign to determine learnings and achievements for the agency

Question 64

IPsecure is a patent law firm based in New Jersey. The firm provides patent drafting and filing services to its clients. The company is planning to build an electronic database of the patent applications it has filed for its clients over the years. However, most of its clients are innovators who use handwritten notes and figures for their reference. Which of the following software tools would best help the firm convert the large number of paper-based notes from its clients into electronic records that can be easily searched and referenced?

A) image recognition
B) optical mark recognition
C) semantic mapping
D) intelligent character recognition

Question 65

What function were intranets originally intended to serve?

A) organizing and distributing employee forms and announcements
B) screening organizational networks for potential security risks
C) interacting with the organization's customers
D) storing critical information relevant to the organization

Question 66

A ________ is a website in which users add and edit articles about specific topics and discuss the contents of each article with other editors.

A) blog
B) wiki
C) portal
D) mashup

Question 67

Which of the following statements is true of document management systems?

A) They offer extremely restricted search capabilities to users.
B) They help find people in an organization with specific types of expertise based on their education, experience, and activities.
C) They make electronic documents searchable and easily transmitted.
D) They encrypt electronic documents to make them inaccessible to people outside an organization.

Question 68

Kate Anderson is taking over from Barry Brown as the regional sales manager for Florida state at 99, a large chain of retail stores in Florida. She is assigned to work side-by-side with Barry until he retires and learn about the procurement processes, supplier preferences, etc. through observation. Which of the following mentoring techniques is employed in this case?

A) catalyzing
B) internship
C) shadowing
D) direct instruction

Question 69

The process which reads typed text and helps document management systems index, tag, decipher keywords, and document identifiers quickly is known as ________.

A) pattern recognition
B) optical character recognition
C) semantic mapping
D) optical mark recognition

Question 70

With the help of ________, a person can make corrections and store a record when the digital version of a document is displayed on a screen for a human viewer which the software is unable to decipher.

A) pattern recognition
B) intelligent character recognition
C) semantic mapping
D) web scraping

Question 71

________ refers to software that interprets handprinted text written on paper forms.

A) Optical mark recognition
B) Pattern recognition
C) Intelligent character recognition
D) Semantic mapping

Question 72

Which of the following functions does optical character recognition perform?

A) converting spoken words to text
B) matching handwritten words to predictively input electronic text
C) reading typed text to enable indexing and tagging for processing forms
D) scanning rich image files and converting them to encoded text format

Question 73

Which of the following is a difference between the Internet and intranet?

A) The Internet relies on the TCP/IP suite, while intranets are protocol-independent.
B) The Internet can be accessed through web browsers, but intranets need specialized software to access.
C) The Internet supports multimedia and document formats unlike intranets.
D) The Internet is publicly accessible, while access to intranets is protected with passwords known to authorized individuals.

Question 74

________ is a mentoring strategy in which a new employee works side-by-side for a few weeks or months with one who is leaving, allowing the veteran to impart knowledge in the context of the actual work.

A) Shadowing
B) Frontal instruction
C) Delegation
D) Direct instruction

Question 75

Halcyon is an information technology firm that uses its own private web space to organize and distribute employee forms and announcements. It has recently begun using the same web space to manage its knowledge-related initiatives as well. The private web space discussed in this case is an example of a(n) ________.

A) intranet
B) public blog
C) local area network
D) mashup

Question 76

A majority of retail companies in Arizona are increasingly using a certain strategy to capture tacit knowledge which is helping them to successfully handle knowledge management. Which of the following processes would help such users add and edit articles about specific topics and discuss the contents of each article with other editors?

A) wikis
B) portals
C) blogs
D) dashboards

Question 77

________ refers to a meeting of people in the same field, or who contribute to the same business process and share tips for best practices in accomplishing a goal.

A) Shadowing session
B) Best practice session
C) Adversarial review
D) After-action review

Question 78

Which of the following statements is true of intranets?

A) Their functionality is restricted to organizing employee information and distributing announcements.
B) They are accessible only to authorized individuals through the organization's portal.
C) They are networks of networks consisting of private, public, academic, business, and government networks.
D) They are open systems and are accessible to all users surfing the web.

Question 79

A collection of online tools that organizes and collects a variety of activities for a team, such as team calendars, documents multimedia repositories and discussion boards, is known as a ________.

A) team workspace
B) dashboard
C) community of practice
D) blog

Question 80

Which of the following is an accurate definition of wikis?

A) interactive systems which help people communicate through web conferencing
B) mentoring strategies in which new employees work side-by-side for weeks with an incumbent employee
C) websites in which users add and edit articles about specific topics and discuss contents of articles
D) discussion forums which help improve coordination between teams in an organization