Choose one of the scenarios below (A ) 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.
After you chose your scenario (A), 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.
Sample Solution