Your textbook differentiates the terms "data", "information" and "knowledge". With regard to a customer satisfaction application for the automobile industry, which of the following is an example of knowledge?
A) The ability to create a program that provides rewards for dealerships with high levels of customer satisfaction and corrective action plans for dealerships that have low levels of satisfaction.
B) The Web-based application that collects and stores records of customer satisfaction surveys and allows dealerships to view their data.
C) Reports that summarize ratings for a specific dealership including a calculation of the average rating across all survey questions and a calculation of summary statistics for groups of questions that correspond to important dimensions such as dealership staff, satisfaction with product, quality of service and so on.
D) Records containing numerical ratings from customer surveys completed online after each visit to a dealership.

Question

Quizplus · Accepted Answer

Knowledge involves understanding patterns, insights, or frameworks that can be used to make decisions or take actions. In this case, the ability to create a program that rewards dealerships based on customer satisfaction levels or implements corrective actions where needed demonstrates an application of knowledge. It involves applying insights derived from data (customer satisfaction surveys) and information (analysis and reports on this data) to improve business outcomes.

Your Textbook Differentiates the Terms "Data", "Information" and "Knowledge