Chapter 9 Knowledge Managment

Question 1

Because all organizations are composed of systems that interact with each other, which of the following tools focuses on the main components of any system including people, products or services, and processes? (Choose the best response.)

Six Sigma DMAIC methodology

Evaluation models

Flowchart diagramming

Six Sigma IPO model

Answer 1

Six Sigma IPO model

Response D is correct because process thinking is the linchpin of Six Sigma, making processes another focus of the Six Sigma methodology. The IPO model depicts the input, the process or action taken on the input, and the outcome or result of the action.

Question 2

A TD professional has cleared the first hurdle in implementing social media. Senior management has signed off on the project and funded her work on the initiative with the IT department. The next hurdle is influencing others and building comfort with social media. She should consider all of the following strategies EXCEPT ______________. (Choose the option that completes the sentence accurately.)

Finding opportunities to leverage social media to solve a business problem and framing social media benefits for users

Fostering trust

Demonstrating cost-effectiveness

Focusing on younger workers who are likely to be enthusiastic users of social media

Answer 2

Focusing on younger workers who are likely to be enthusiastic users of social media

Response D is correct because focusing communications solely on younger workers will not influence the entire organization.

Question 3

A TD professional is looking at several KM best practices. Which of the following is NOT considered a best practice in KM? (Choose the best response.)

Collaboration

Personification

Readability

Managing

Answer 3

Managing

Response D is correct because managing is not a best practice in KM. It is a behavior that is applicable to many areas of an organization.

Question 4

All the following are elements of KM EXCEPT______________. (Choose the option that completes the sentence accurately.)

Classroom instruction

Collaboration

Access to subject matter experts

CoPs

Answer 4

Classroom instruction

Response A is correct because KM uses information sharing rather than instruction, which is information that is taught. Classroom instruction is not one of the elements of KM.

Question 5

In building an effective KM system, a talent development manager begins to construct a web management tool to allow employees access to vital and timely information anywhere they are. He puts video messages from the company president on the site for employees to view at their leisure. Next, he extends the offering by ______________. (Choose the option that completes the sentence accurately.)

Providing access to the company store for supplies

Developing a location to track client complaints around service

Creating a collaboration area for people to meet and discuss ideas with others in the company

Developing an electronic signature tool to make virtual authorizations possible

Answer 5

Creating a collaboration area for people to meet and discuss ideas with others in the company

Response C is correct because a key element of KM is the ability to connect with other people around the organization to collaborate and learn from one another. In this example the talent development manager is designing a place on the site where employees can share ideas and knowledge across the organization.

Question 6

Which of the following best describes how measurement is used to improve best practices? (Choose the best response.)

The goal of best practices is continuous improvement, and, without measurement, there’s no benchmark to know whether processes and metrics are improving

The goal of best practices is to boost employee morale. Level 1 evaluation helps determine employee reaction and change in attitude

The goal of best practices is to facilitate cultural change. Through analysis and measurement, organizations can plan for and measure the effect of change on employees and the organization

The goal of best practices is to identify and close performance gaps. Without measurement, the nature of the gap is unknown, and the appropriate intervention cannot be selected

Answer 6

The goal of best practices is continuous improvement, and, without measurement, there’s no benchmark to know whether processes and metrics are improving

Response A is correct because best practices are techniques that are believed to constitute a paradigm of excellence in a particular field. Therefore, the goal of using them is to identify what a best practice looks like and to have a benchmark against which to measure progress in making improvements.

Question 7

Which of the following is a visual tool used to systematically describe actions and behaviors in a sequential flow? (Choose the best response.)

DMAIC methodology

Process map

Evaluation models

Six Sigma IPO model

Answer 7

Process map

Response B is correct because a process map presents a clear and logical visual representation of all of the tasks and steps involved in carrying out a particular process.

Question 8

Which of the following is NOT an example of best practices for KM in an organization? (Choose the best response.)

Information chunking

Measurement

Explicit knowledge

Collaboration

Answer 8

Explicit knowledge

Response C is correct because explicit knowledge is not a best practice; it is a type of knowledge that is captured through documentation.

Question 9

A talent development manager is attempting to provide a tool that will allow employees to readily access small chunks of learning quickly and frequently to develop new curriculum. Which management system will best meet the talent development manager’s needs? (Choose the best response.)

RDBMS

LCMS

CMS

PDF

Answer 9

LCMS

Response B is correct because in an LCMS, content is chunked (typically into learning objects, which are small, reusable pieces of content) and then managed, published, and delivered on demand. In this example, the talent development manager is using the LCMS as a centralized hub so that employees can plug information from the LCMS into their curriculum quickly and efficiently.

Question 10

A TD professional is concerned that his organization is moving forward with a KM system purchase without articulating the strategy for the system. Lack of alignment with the organization’s goals could result in ______________. (Choose the option that completes the sentence accurately.)

User acceptance

Optimization of content

Dis-economies

Implementation plans

Answer 10

Dis-economies

Response C is correct because a lack of KM alignment can cause dis-economies as well as frustration, additional expenses, sub-optimization, political and cultural resistance, and little strategic value. KM is valuable only when it links to real business needs or strategies, creates opportunities, and solves identified problems.

Question 11

Which best describes a central or distributed environment in which an organization captures and stores data?

Database management system

Knowledge networking

CoP

Knowledge base

Answer 11

Knowledge base

Response D is correct because a knowledge base houses knowledge that has been gathered from people in the organization; frequently it includes tacit knowledge that has been made explicit through documentation.

Question 12

Which of the content management process phases helps provide disaster recovery capabilities? (Choose the best response.)

Content creation

Content management

Publishing

Presentation

Answer 12

Content management

Response B is correct because content management enables version control, which allows only one version of a document to be updated at a time and provides legal accountability, backup, and disaster recovery capabilities.

Question 13

A TD professional is working with a team of specialists who require a collaborative, information-sharing environment to help them stay up-to-date on the latest technology advancements. Based on this information, what can be said about this group and KM? (Choose the best response.)

The collaborative requirements align with the goals of KM

The highly technical nature of this group does not fit the goals of KM

The group cannot get up-to-date on the technologies quickly enough using KM

The goals of KM are limited to the value the Internet can provide

Answer 13

The collaborative requirements align with the goals of KM

Response A is correct because collaboration is one of the key elements of KM. In the example, the TD professional and the group are focusing on a collaborative, information-sharing environment where they can learn from one another and share ideas about latest technology advancements.

Question 14

A TD professional is conducting a study on the effects of a training program she is delivering. She is drawing on her own experiences to guide the study. What type of knowledge is being represented by this TD professional? (Choose the best response.)

Data

Tacit

Information

Explicit

Answer 14

Tacit

Response B is correct because tacit knowledge refers to knowledge in one’s head based on personal experience. In the example, the TD professional is recalling her personal experiences, and thus the knowledge she is using is tacit.

Question 15

Which of the following includes email, computer networks, whiteboards, bulletin board systems, chat rooms, and online presentation tools, which play an important role in the expansion of online learning and in collaborating on projects, sharing information, and communicating? (Choose the best response.)

CMS

LCMS

LSS

Collaboration tools

Answer 15

Collaboration tools

Response D is correct because knowledge-sharing products, such as email, computer networks, and whiteboards, help with collecting and exchanging organizational information.

Question 16

Beginning with a ______________ ensures KM alignment to the organization’s goals. (Choose the option that completes the sentence accurately.)

Vision and mission

SWOT analysis

Concept discussion with key stakeholders

Strategy for implementation

Answer 16

Vision and mission

Response A is correct because beginning with a vision and mission for the KM system will assure it supports organizational goals.

Question 17

Which type of knowledge refers to knowledge in one’s head, or knowing how to do something based on experience? It includes judgment, insights, experience, know-how, personal beliefs, and values. (Choose the best response.)

Explicit

Tacit

Psychomotor

Cognitive

Answer 17

Tacit

Response B is correct because tacit knowledge refers to something that an employee knows or is able to do without having to refer to documentation such as a training manual. It is often knowledge learned from experience.

Question 18

A TD professional is constructing a process map that will be used to communicate the project to management. A process map is most typically used to ______________. (Choose the option that completes the sentence accurately.)

Pinpoint the problem areas and opportunities for improvement

Plan, organize, and control the work involved with the project

Demonstrate the proposed systematic approach in nonvisual terms

Change the flow of activities or decisions associated with generating a specific business output

Answer 18

Pinpoint the problem areas and opportunities for improvement

Response A is correct because a process map presents a clear and logical visual representation of all of the tasks and steps involved in carrying out a particular process, which allows the TD professional to identify potential bottlenecks or problems and prevent them from interrupting the process.

Question 19

Which of the following social learning tools is best described as content delivered in short bursts of information and is limited to 140 characters or less? (Choose the best response.)

Audio & video blogs

Social networks

Microblogs

Social bookmarking

Answer 19

Microblogs

Response C is correct because microblogs deliver information in short bursts limited to 140 characters or less.

Question 20

A talent development manager is trying to retain information from old documents so that project teams have access to the legacy information. Which type of management system best meets this need? (Choose the best response.)

Content

Learning

Document

Learning content

Answer 20

Document

Response C is correct because a document management system enables an organization to track and store documents. In this example, the talent development manager is trying to retain old information which is the true use of a document management system, because it offers check-in, check-out, storage, and retrieval of electronic documents, new or old.

Question 21

Which of the following best describes knowledge mapping? (Choose the best response.)

A process involving two or more people, departments, and companies working together for the success of the organization’s people, processes, and future livelihood

A process of capturing, organizing, and storing information and experiences of workers and groups in an organization and making them available to others

A process that identifies the location, ownership, value, and use of information and knowledge

A process that identifies and closes performance gaps—without measurement, the nature of the gap is unknown and the appropriate solution cannot be selected

Answer 21

A process that identifies the location, ownership, value, and use of information and knowledge

Response C is correct because knowledge mapping identifies an organization’s experts, best communicators, and best practices in an effort to clarify information in an organization.

Question 22

All of the following are examples of ways to capture knowledge in an organization EXCEPT ______________. (Choose the option that completes the sentence accurately.)

Recording brainstorming sessions

Establishing formal problem-solving guidelines and processes

Conducting performance reviews

Holding a gathering session for team members from cross-functional groups

Answer 22

Conducting performance reviews

Response C is correct because a performance review is a confidential conversation between an employee and his or her manager and is not appropriate as a means of capturing knowledge to be shared across an organization.

Question 23

Knowledge repositories house declarative, procedural, causal, and ______________ knowledge. (Choose the option that completes the sentence accurately.)

Concept

Contextual

Empirical

Logical

Answer 23

Contextual

Response B is correct because contextual knowledge is one of the four types of knowledge captured in a knowledge repository.

Question 24

Document management systems accomplish all of the following EXCEPT ______________. (Choose the option that completes the sentence accurately.)

Check-in

Check-out

Storage

Editing

Answer 24

Editing

Response D is correct because document management systems commonly offer check-in, check-out, storage, and retrieval of electronic documents but do not offer editing capabilities. Some document management systems do integrate with office suites and email programs that enable editing.

Question 25

A talent development manager is working through the phases of content management. Which of the following is NOT considered a phase in content management? (Choose the best response.)

Creation

Management

Publishing

Execution

Answer 25

Execution

Response D is correct because execution is not one of the phases of content management.

Question 26

While social media is broadly accepted as providing quick and easy links to information, many organizations struggle to find the right balance between work and ______________. (Choose the option that completes the sentence accurately.)

Posting knowledge

Knowledge exploration

A need for sharing knowledge quickly

A learning strategy that promotes on-the-job development

Answer 26

Knowledge exploration

Response B is correct because the time employees spend searching for knowledge is often misinterpreted as a lack of productivity.

Question 27

A TD professional is planning to leverage social media to support learning in an organization. When building the business case, all of the following are examples of how social media can support learning EXCEPT ______________. (Choose the option that completes the sentence accurately.)

Gathering and sharing information and resources from internal and external collaborative networks

Enabling learners to generate their own learning content either formally or informally

Leveraging the collective knowledge both internal or external to an organization

Discussing a topic in a one-on-one conversation with a peer

Answer 27

Discussing a topic in a one-on-one conversation with a peer

Response D is correct because discussing a topic one-on-one with a peer will not build a business case. In this example the TD professional wants to leverage social media, which is a set of Internet-based technologies designed to be used by three or more people. Social tools leave a digital path for others to follow. By discussing a topic one-on-one, you are not leaving a digital path for others to follow.

Question 28

Which type of knowledge includes information that has been documented or can be shared with someone else? (Choose the best response.)

Explicit

Tacit

Psychomotor

Cognitive

Answer 28

Explicit

Response A is correct because explicit knowledge refers to knowledge that has been documented in some form.

Question 29

All of the following issues surrounding formats and templates for user-generated content are important EXCEPT ______________. (Choose the option that completes the sentence accurately.)

Ease of accessibility

Ease of use

Nonstandard design

Content support

Answer 29

Nonstandard design

Response C is correct because it is important to have a standardized look and feel for all formats and templates involving user-generated content to ensure consistency.

Question 30

A TD professional has just constructed a 452-task project plan complete with dates and phases. Why has she chosen to incorporate phases into her project plan? (Choose the best response.)

To focus energy on current work and have the ability to look ahead

All projects have phases that need to be followed.

To demonstrate that everything is linear in the process

To keep people from jumping ahead of the plan

Answer 30

To focus energy on current work and have the ability to look ahead

Response A is correct because using phases enables a project manager to divide project work into manageable chunks. Each phase has one or more deliverables that must be completed to end one phase and move to the next. Then, the project manager can focus on current work and anticipate upcoming work, without becoming overwhelmed by the overall scope of the project.

Question 31

A TD professional is creating short reference materials containing codified, categorized, reusable content to enable people to quickly find and easily understand the information. What best practice does this activity refer to? (Choose the best response.)

Personification

X Incorrect

Readability

X Incorrect

Information chunking

Response C is correct because information chunking involves creating logical and convenient information documented in an easy-to-use format, such as a table or a text box. In this example, the TD professional is reducing information into short reference materials that employees can find quickly and easily.

Measurement

Answer 31

Lisa uses a job aid that lists the steps to log on to the computer system

Response A is correct because tacit knowledge is defined as knowledge that is rooted in personal experience and typically resides in one’s head. Explicit knowledge is knowledge that is readily transferable to others and typically documented. In all the situations, except when Lisa used the job aid, she was drawing upon her tacit knowledge.

Question 32

A project manager’s focus should be on ______________. (Choose the option that completes the sentence accurately.)

Scope, time, cost, quality, and business goals

Scope, time, cost, quality, and product specifications

Scope, time, cost, quality, and resource use

Scope, time, cost, quality, and scope changes

Answer 32

Scope, time, cost, quality, and resource use

Response C is correct because the job of the project manager is to plan, organize, and manage project tasks based on the elements of time, money, and available resources.

Question 33

A TD professional is creating short reference materials containing codified, categorized, reusable content to enable people to quickly find and easily understand the information. What best practice does this activity refer to? (Choose the best response.)

Personification

Readability

Information chunking

Measurement

Answer 33

Information chunking

Response C is correct because information chunking involves creating logical and convenient information documented in an easy-to-use format, such as a table or a text box. In this example, the TD professional is reducing information into short reference materials that employees can find quickly and easily.

Question 34

A talent development manager is working to deploy a series of PDFs on the Internet so they are readily accessible by employees. Which management system represents the best solution? (Choose the best response.)

RDBMS

LCMS

CMS

PDF

Answer 34

CMS

Response C is correct because a CMS can publish content to multiple formats, including HTML (web), print, and PDFs.

Question 35

Which of the following best describes the key goal of KM? (Choose the best response.)

To understand how employees learn best on the job and to share this information with others

To effectively share knowledge throughout an organization for the benefit of the organization or the individual

To identify performance gaps and the appropriate solutions to close gaps and to use information sharing to close those gaps

To make training program information more accessible on the job and enhance the sharing of knowledge and information

Answer 35

To effectively share knowledge throughout an organization for the benefit of the organization or the individual

Response B is correct because KM enables knowledge to be disseminated across an organization so that employees have access to information they need to work smarter and contribute to organizational goals.

Question 36

Which of the following systems manages components that make up a course? (Choose the best response.)

CMS

LCMS

LSS

Collaboration tools

Answer 36

LCMS

Response B is correct because in an LCMS content is chunked (typically into learning objects, which are small, reusable pieces of content) and then managed, published, and delivered on demand.

Question 37

Which of the following types of analysis attempts to standardize work flow in a manner that decreases redundancy of effort and increases information reuse? (Choose the best response.)

Business process analysis

System analysis

System study

Risk analysis

Answer 37

Business process analysis

Response A is correct because business process analysis is a structured method of documenting business rules and uncovers hidden inefficiencies and strengths that could be streamlined or leveraged to increase productivity.

Question 38

The primary goal of KM is to______________. (Choose the option that completes the sentence accurately.)

Effectively share knowledge throughout the organization

Provide a forum for collaborating, innovating, and exchanging ideas

Leverage technology to capture informal intellectual capital

Capture both tacit and explicit organizational knowledge

Answer 38

Effectively share knowledge throughout the organization

Response A is correct because even though all of these items may be viewed as aspects of KM, the specific and primary goal is to share knowledge effectively throughout the organization.

Question 39

A TD professional is presenting a business case for using social media to enhance learning. During the presentation, several senior managers challenge the use of social media by saying, “These systems compromise proprietary information.” The key issue they are raising is best described as a ______________ issue. (Choose the option that completes the sentence accurately.)

Organizational culture

Security and privacy

Written organizational policy

User adoption

Answer 39

Security and privacy

Response B is correct because security and privacy are part of management’s concern about the use of social media compromising proprietary information.

Question 40

A knowledge map, as a communication tool, displays important and actionable information within an organization. Which of the following statements does NOT accurately reflect a characteristic of a knowledge map? (Choose the best response.)

It points to knowledge but it does not contain the knowledge

It is a repository of information for the organization

It identifies constraints to the information flow

It helps identify intellectual capital and enhance organizational learning

Answer 40

It is a repository of information for the organization

According to Davenport and Prusak (1998), “a knowledge map―whether it is an actual map, a knowledge ‘Yellow Pages,’ or a cleverly constructed database―points to knowledge but does not contain it. It is a guide, not a repository.”

Question 41

A TD professional is beginning a new major project. What should be the first step in this or any other major project? (Choose the best response.)

Prepare a risk analysis

Analyze and define the business processes

Create a project plan for the new project

Determine plans to overcome any identified project obstacles

Answer 41

Analyze and define the business processes

Response B is correct because business process analysis is a prerequisite for any new project to analyze and define how people, materials, methods, machines, and the environment combine to add value to a product or service and communicate relevant information to employees. Everything that gets done is part of the process—how the work gets done, as well as roles, responsibilities, resources, and systems.

Question 42

Which of the following is NOT an example of risk analysis and contingency planning? (Choose the best response.)

A training session is scheduled to take place in Buffalo, New York, in January, and all sales representatives must travel to this location. Instead, the training session location is moved to Florida

A group of line workers discusses the new labor relations contract and the effect of the contract on overtime pay

A group of line workers discusses inferior materials and the current scrap and rework levels. The organization decides to begin using another supplier for the raw materials

A group of line workers discusses inferior materials and the effect on the manufacturing process. The department institutes a new checklist and tests to ensure that raw materials meet the minimum manufacturing standards before being put into production

Answer 42

A group of line workers discusses the new labor relations contract and the effect of the contract on overtime pay

Response B is correct because discussing a new labor relations contract and its effect on overtime pay is not a way to identify potential barriers to a project and plan a way to avoid or get around the barrier.

Question 43

The following are all examples of ways to establish support for KM in an organization EXCEPT ______________. (Choose the option that completes the sentence accurately.)

Tying the project to business requirements and opportunities

Scrutinizing what can and cannot be included as knowledge material

Selecting the most advanced technology available

Beginning with targeted projects

Answer 43

Selecting the most advanced technology available

Response C is correct because it is important to be selective about technology used when starting a KM initiative. The most advanced technology available may not be appropriate for an organization for a number of reasons, including incompatibility with the existing information technology infrastructure and the culture.