BBA 3551
Knowledge Management Systems
Columbia Southern University
BBA 3551 – Information Systems Management
Knowledge Management Systems
In this modern day and age, it is very important to provide a central knowledge repository
to an organization’s customer service technicians that allows them to provide the best customer
service. It also makes them highly effective in troubleshooting any customer issues, this paper
outlines the elements based on scenario A, in which an owner of an engine repair shop is
considering about implementing a Knowledge Management System.
Role of Knowledge Management Systems
Knowledge Management Systems, as the name suggests are systems that allows sharing
and use of an organization’s intellectual knowledge that is owned by different groups of people
in the organization (Kroenke & Boyle, 2018). The major role that knowledge management
system plays in helping an organization is that it improves the overall quality of the organization
processes and substantially increases the team strength within the organization (Kroenke &
Boyle, 2018). There are four important purposes that have been identified as part of the
functional processes of a Knowledge Management System (Graham, 2019). These processes are:
i. Knowledge creation, maintenance and modernize (Graham, 2019)
ii. Store and Retrieve Knowledge (Graham, 2019)
iii. Share and Transfer Knowledge (Graham, 2019)
iv. Application of the Knowledge (Graham, 2019)
What is Expert System?
Knowledge Management Systems
Columbia Southern University
BBA 3551 – Information Systems Management
Knowledge Management Systems
In this modern day and age, it is very important to provide a central knowledge repository
to an organization’s customer service technicians that allows them to provide the best customer
service. It also makes them highly effective in troubleshooting any customer issues, this paper
outlines the elements based on scenario A, in which an owner of an engine repair shop is
considering about implementing a Knowledge Management System.
Role of Knowledge Management Systems
Knowledge Management Systems, as the name suggests are systems that allows sharing
and use of an organization’s intellectual knowledge that is owned by different groups of people
in the organization (Kroenke & Boyle, 2018). The major role that knowledge management
system plays in helping an organization is that it improves the overall quality of the organization
processes and substantially increases the team strength within the organization (Kroenke &
Boyle, 2018). There are four important purposes that have been identified as part of the
functional processes of a Knowledge Management System (Graham, 2019). These processes are:
i. Knowledge creation, maintenance and modernize (Graham, 2019)
ii. Store and Retrieve Knowledge (Graham, 2019)
iii. Share and Transfer Knowledge (Graham, 2019)
iv. Application of the Knowledge (Graham, 2019)
What is Expert System?
