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1.信息、物质和能量是人类社会开展的三大资源。
2.信息是信号、符号或消息所表示的内容，用以消除对客瞧事物熟悉的不确定性，并实现对系统的操纵。
3.三个层次：A、信息是客瞧世界各种事物的特征的反映；B、信息是能够通讯的；C、信息形成知识。
4.信息与数据：信息是通过加工后的数据，它对同意者的行为能产生碍事，它对接收者的决策具有价值。
5.信息的属性：A、事实性；B、增值性〔指人们通过利用信息，能够获得收益〕；C、不完全性〔由于不完全的缘故的限制，在市场中交易的双方所掌握的信息是不对称的，不同企业掌握的信息的程度各有不同：a、信息的不完全性；b、信息的不对称性〕；D、时效性〔信息滞后于数据；信息的滞后时刻＝信息的间隔时刻＋信息的加工时刻〕；E、等级性重点：【等级性：治理是分等级的，不同等级的治理要求不同的信息，因而信息也是分等级的。
治理一般分为高中低三层，信息对应的分为战略级、战术级、作业级。
结构化生命周期法〔概念含义，各个时期，每个时期的内容〕*****生命周期〔lifecycle〕：生命周期指信息系统在设计、开发及使用的过程中，随着其系统生存环境的开展、变化，需要不断维护、修改，当它不再习惯的时候就被淘汰，就要由新系统代替老系统，形成一个系统的从生到死再到生的周期循环。
用结构化系统开发方法开发一个系统，将整个开发过程划分为无非首位相连接的时期，一般称之为系统开发的生命周期。
所谓生命周期法，确实是根基按照治理信息系统生命周期的概念，严格的按照为系统生命周期的各个时期的步骤往开发系统。
〔1〕系统时期，工作确实是根基依据用户的系统开发请求，初步调查，明确咨询题，然后进行可行性研究。
〔得出系统报告〕〔2〕系统分析时期，任务是：分析业务流程；分析数据与数据流程；分析功能与数据之间的关系；最后提出新系统的逻辑方案。
〔系统分析报告〕〔3〕系统设计时期，任务是：总体结构设计；代码设计；数据库/文件设计；输进/输出设计；模块结构与功能设计。
MIS考试内容整理考试形式：1、单选题（看书和讲义）40—50个题，每题0.5分2、简答题3、案例题：讨论企业的商业模式和核心竞争力，如果你的企业要实行信息化，你是选择成熟的商业套件还是根据自己企业的情况来开发呢？是自己开发，还是外包呢？具体考试内容：4、商业智能与人工智能的区别，商业智能里的数据仓库、数据集成、怎么解决蜘蛛网的问题，什么是OLAP、OLTP？商务智能是一种知识，它包括了企业的客户、竞争对手、合作伙伴、竞争环境和企业自身内部机制方面的知识。
商务智能的内容要比产品清单、销售对象清单的内容更加丰富。
它将结合企业的产品信息，也许还有广告战略信息和顾客统计信息，帮助企业根据分组统计的结果确定广告理念的定位。
人工智能是指让机器模仿人类的思维与行为的一门科学。
在商业领域应用的人工智能包括专家系统、神经网络、遗传算法和智能代理。
数据库是企业信息的集合，它能按照信息的逻辑结构对其进行存取。
数据库支持OLTP和OLAP。
数据库对OLTP的支持程度通常取决于企业的业务数据库。
这些业务数据库中包含了有关已经发生的具体业务的详细信息。
使用各种管理工具，用户能够对数据库进行查询，从而得到有价值的信息。
数据仓库是汇集了不同业务数据库的信息而形成的信息集合，利用数据仓库可以创建商务智能，以便支持企业的分析活动和决策任务，因此数据仓库仅支持OLAP，而不支持OLTP。
要解决“蜘蛛网”问题就必须在体系结构上加以变革，将操作型环境和分析环境分离，使企业由原先以数据库为中心的生产环境过渡到以数据仓库为中心的生产环境。
这样，数据处理被分为操作型处理和分析型处理（或信息型处理）两大类。
操作型处理以传统的数据库为中心进行企业的日常业务处理。
分析型处理以数据仓库为中心分析数据背后的关联和规律，为企业的决策提供可靠有效的依据。
5、怎么把信息组织到计算机内，怎么构建E-R图，怎么实现关系数据模型，对关系进行范式的定义。
关系数据库模型信息之间存在逻辑关联：数据库中的所有文件都拥有主关键字，而这些主关键字又作为外部关键字出现其他文件中，所有文件均以这种方式建立联系。
第一章信息的三个维度：时间维，空间维，形式维MIS的3要素：人、信息和信息技术信息的输入：将收集来的各种信息源，按一定的格式加以整理，录入并存储在一定的介质上，并经过一定的校验后，既可以输入系统进行处理。
输出内容：为用户提供信息，是信息系统的价值体现，主要方式有打印输出，显示输出。
*按照输出特点分来有:内部输出（为组织内部的各种用户提供的输出）外部输出（为组织外部用户和组织机构提供信息。
主要是组织的查询数据和汇总数据等）反馈输出（目的是为了输出，示例是填写的回执等）信息系统发展的3个阶段：数据管理，信息管理，知识管理管理信息系统的概念：管理信息系统是用系统思想建立起来的，以电子计算机为基本信息处理手段，以现代通信设备为基本传输工具，且能为管理决策提供信息服务的人机系统。
管理信息系统基本功能：信息的输入，传输，存储，处理，输出管理信息系统的管理层次：战略规划层，管理控制层，知识层，作业层第二章事务处理系统的概念：是供组织业务人员使用的系统，是管理信息系统中最底层和最基本的系统。
主要任务是充分利用现代信息技术手段收集，处理业务活动过程中产生的原始数据，提高业务活动的效率。
事物处理系统的功能：1，及时收集，保存，传递，处理业务数据2为标准的业务流程提供数据处理手段3建立维持庞大的业务数据库4信息检索，包括例行的报告和查询服务5监控功能，用于维持系统正常工作信息系统集成的概念:指在异构分布式计算机环境中，能使企业内各部门的各种不同类型的应用实现信息资源共享，信息流畅，达成流程之间协调，使企业流程总体最优的软硬件系统。
信息孤岛的概念：缺乏总体规则，缺乏总体的网络构思和设计，使得企业不同职能部门之间的信息很难集成和共享。
3种集成模型：表示集成模型（通过遗留软件的现有表示来集成新的软件），数据集成模型（通过直接访问软件所创建，维护并储存的相应信息来实现软件集成），功能集成模型。
集成的层次：信息集成，过程集成，企业集成。
《管理信息系统》期末考试复习指南一.复习参考资料：1.管理信息系统课件2.个人笔记3.习题4.参考书目：（1）赵晖主编. 《管理信息系统》 . 北京: 高等教育出版社, 2009年（2）张彩虹李宗民主编. 《管理信息系统》北京: 清华大学出版社, 2008年（3）黄梯云主编. 《管理信息系统》(第三版). 北京: 高等教育出版社, 2006年（4）薛华成主编. 《管理信息系统》(第四版). 北京: 清华大学出版社, 2003年如何使用以上资料？以管理信息系统课件.笔记为主要复习依据，以参考书目中列示的教材作为辅助资料，当课件中的有关内容不够全面详细时，可参阅课本复习。
同时，可以在复习过程中做一下习题,以检查自己对知识的掌握程度，熟悉本课程考试题型和考试形式。
二.复习主要内容即考试所占比例第一章管理信息系统的应用简介（熟悉） 5%第二章管理信息系统概述（掌握） 10%第三章常见的管理信息系统类型（掌握） 10%第四章管理信息系统开发简介（掌握） 15%第五章系统规划（熟悉） 10%第六章系统分析（掌握） 30%第七章系统设计（熟悉） 15%第八章系统实施及运行管理（了解） 5%三.考试题型（待定）一.单选题（20分）二.填空题（20分）三.简述题（30分）四.应用题(30分)或一.单选题（20分）二.填空题（20分）三.简答题（30分）四.应用题(30分)或一.单选题（20分）二.填空题（20分）三.简答题（30分）四.应用题(20分)五.案例分析（10分）五.成绩评定1.平时成绩20%-25%1)考勤2)作业3)大作业（系统分析与设计报告）4)上机表现及电子版（文档及系统）2.考试成绩75%-80%六.其他事宜说明若在考前复习过程中需要教师答疑或索取复习资料，可通过电子邮件的方式与本人联系(),或直接到校本部经管院管理科学与工程系办公室(电信大楼718室)，考试以后坚决谢绝来电来访！七.习题及部分习题参考答案一.单项选择题1.( )是管理信息系统最重要的成分A.硬件B.信息C.系统D.软件2.下列系统不属于信息技术在企业管理过程中的典型应用的是（）A.FMSB.ESSC.DSSD.MIS3.知识经济时代的主体产业是（）A.制造业B.信息产业C.服务业D.农林采掘业4.管理的职能主要包括（）A.计划.监督.控制.协调B.计划.组织.领导.控制C.组织.领导.监督.控制D.组织.领导.协调.控制5.按照不同级别管理者对管理信息的需要,通常把管理信息分为以下三个等级（）A.公司级.工厂级.车间级B.工厂级.车间级.工段级C.厂级.处级.科级D.战略级.策略级.执行级6.国家制定各种法律，例如保密法.专利法.出版法等，以保护信息的态势，之所以要人为地筑起信息的壁垒，是由于信息本身具有（）A.扩散性B.共享性C.传输性D.转换性7.事务处理系统的典型用户是（）A.业务操作人员.管理人员B.办公室职员C.中层管理人员D.专家.经理人员8.决策支持系统要解决的问题主要涉及（）A.结构化决策问题B.结构化和半结构化决策问题C.结构化和非结构化决策问题D.半结构化和非结构化决策问题9.与其它类型的信息系统相比，企业间信息系统的一个特有的组成要素是（）A.硬件B.软件C.系统使用者D.系统支持者10.不同类型的管理信息系统的应用范围是以不同程度和方式相互交叉的，这符合管理信息系统之间关系的（）A.进化观点B.权变观点C.层次观点D.信息流观点11.系统分析的首要任务是（）A.弄清用户要求B.尽量说服用户接受系统分析人员的意见C.彻底了解管理情况D.正确评价当前系统12.在使用BSP方法中，U/C矩阵的主要功能是（）A.定义企业过程B.识别数据类C.划分子系统D.确定数据流向13.在结构化系统中，愈下层的模仿功能愈（）A.复杂B.抽象C.具体.简单D.强14.详细调查的各种方法中，（）的方法最能了解系统。
第一章：当今全球商业中的信息系统1.数字化企业：新兴的完全数字化的企业重要商业关系借助数字化实现通过数字网络完成核心业务流程核心公司资产实现数字化管理数字化企业在组织和管理方面具有更大的灵活性(时间转移、空间移动）2.商业公司对信息系统的大量投资主要用于实现六项战略业务目标：卓越运营（运营效率）（沃尔玛的零售链管理系统：准确补货)新产品、新服务和新商业模式(苹果的iPod、iPad、iTunes，在线分销模式)与客户和供应商的密切关系（降低企业成本，个性化定制)改善决策（客户投诉等）竞争优势生存(行业变革：ATM机）3.信息系统的维度：组织：人员、组织结构、业务流程、规章制度、企业文化商业组织的管理层级结构包含三个基本层次：高层管理、中层管理和操作层管理。
信息系统服务于每个层级的工作。
科学家和知识工作者通常与中层管理者一起工作。
管理：管理者制定组织战略来应对商业挑战此外，管理者必须创造性地行动：创造新产品和服务、时不时地再造组织技术：计算机软件硬件、数据管理技术、网络和通信技术(互联网、内联网、外联网、万维网）、IT基础设施互补性资产：确保基本投资获得价值的资产（高速公路、维修设施）投资技术的同时,又支持对互补性资产投资的企业会获得高额收益4.信息系统的现代方法:技术方法:计算机科学、管理科学、运筹学行为方法:心理学、经济学、社会学社会技术观点认为：当技术和组织双方相互调整直到达到满意的相互适配状态时,系统的绩效才会达到最佳第二章：全球电子商务与合作1.企业流程和信息系统：①业务流程：物流、信息流、知识流；活动、步骤的集合；可能与特定的职能领域有关，也可能是跨职能领域的；企业:可以被视作业务流程的集合;业务流程可能成为资产,也可能成为负债②信息技术通过以下方式加强业务流程：✧提升当前业务流程的效率：人工操作的自动化✧支持新的业务流程：改变信息的流动、使顺序的步骤可并行执行、消除决策延迟、支持新的商业模式2.信息系统类型:①事务处理系统：（明确每一种系统解决的问题是什么）服务于运营层管理者及员工，执行并记录企业的日常性业务，例如：销售订单输入、工资结算、运输使管理者可以监控企业内部的运营状态，以及企业与外部环境的关系TPS支持预先设定的、结构化的目标和决策过程如：薪酬事务处理系统、行李处理系统②商务智能系统：实现数据组织和分析的数据及软件工具，帮助管理者和用户做出更好的决策.✧中层:管理信息系统（MIS）常规化决策,基于事务处理系统（TPS）的数据，提供关于企业当前运行情况的报告决策支持系统（DSS）非常规化决策,使用TPS和MIS的内部数据，也会使用外部信息。
第一章1信息的概念：信息是反映客观世界中各种事物的特征和变化，可以通讯的知识。
分类：按信息的产生方式可分为：自然信息人工信息综合信息基本特征：客观性共享性价值性时效性无限性2管理信息的定义：管理信息是对企业生产经营活动中收集的数据经过加工处理、给以分析解释、明确意义后，对企业经营管理活动产生影响的数据。
分类：按信息稳定性分：固定信息（重复使用）流动信息（时间性强，一次使用价值）按决策层次分类：战略信息战术信息业务信息特点：1原始数据来源的离散性2 信息资源的非消耗性3信息处理方法的多样性4 信息量大5 信息的发生、加工和应用在时间，空间上的不一致性3系统的定义：能完成一组特定功能的，由人、机器及各种方法构成的有机集合体分类：自然系统人工系统复合系统特征：目的性层次性相关性整体性4信息系统的分类：（按组织层次来分可分为）操作层系统知识层系统管理层系统战略层系统5管理信息系统的定义：是一个基于计算机的信息系统，她通过收集，处理，存储和扩散信息，来支持组织的管理，决策，合作，控制，分析活动，并使之可视化。
（这个不需要记）特点：1在企业管理中全面使用计算机2 应用数据库技术和计算机网络3采用决策模型解决结构化的决策问题三要素：系统的观点+ 数学的方法+ 计算机的应用功能：1信息的收集2信息的组织和存储3 信息的处理4 信息的传递 5 信息的提供结构：1 MIS的基本结构2基于管理层次的系统结构发展：1、管理信息系统的发展过程单项事务的数据处理阶段综合业务的数据处理阶段管理信息系统阶段2、管理信息系统的发展趋势面向高层的管理决策面向综合应用面向智能应用面向全社会的信息服务---社会化信息网络第二章1数据库的基本概念数据库DB：按一定格式存储在计算机内的、有组织的、可共享的数据的集合，由DBMS统一管理。
数据库管理系统DBMS：系统软件，对数据库进行统一管理和控制。
数据库系统：带有数据库的整个计算机系统，包括硬件、软件、数据、人员。
MIS复习提要鉴于本课程的知识面比较广，出题的自由度很高，可考察的知识点也非常多。
为了帮助大家系统的进行本课的复习，现在给出一些复习建议选择题（每题1分，共20分）1．管理的职能主要包括（ B ）。
A．计划、控制、监督、协调B．计划、组织、领导、控制C．组织、领导、监督、控制D．组织、领导、协调、控制2．西蒙（H.ASimon）作为“决策理论”学派的代表提出的决策过程的基本模型，将决策过程分为（ B ）。
A．3个阶段B．4个阶段C．5个阶段D．6个阶段3．决策问题的类型包括（ D ）。
A．结构化决策和半结构化决策B．优化决策和结构化决策C．组织结构和非组织结构D．结构化决策、非结构化决策和半结构化决策4．管理信息系统是一门新型学科，它属于（C ）。
A．计算机学科B．经济学科C．综合性、边缘性学科D．工程学科5．目前系统开发的主要方法是（B）A．原型法B．结构化系统开发方法C．面向对象的方法D．CASE法6．数据流程图中的外部实体是指（ B ）A．本系统的单位或人员B．本系统之外的单位或人员C．输入的凭证单据D．输出的凭证单据7．有一“职工基本情况”的档案文件，其记录由“职工号”、“姓名”、“性别”、“出生日期”、“籍贯”、“文化程度”等数据项组成，其中主键（主关键字）应该是（A）A．职工号B．姓名C．性别D．文化程度8．在MIS系统设计中，把各个处理功能的数据关系图综合起来，形成整个系统的关系图，称为（ C ）A．功能结构图B．管理业务流程图C．信息系统流程图D．数据流程图9．企业内部网是（ B ）。
A．INTERNET B．INTRANET C．EXTRANET D．TCP/IP10．系统分析中可行性研究包括（ C ）A．管理可行性、运行可行性、维护可行性B．硬件可行性、软件可行性、数据可行性C．技术可行性、经济可行性、管理可行性D．目标可行性、规模可行性、投资可行性11．系统分析的具体工作不包括（ D ）A．可行性分析B．详细调查C．系统化分析D．提出新系统的物理模型12．用生命周期法开发系统，可行性分析工作所处的阶段是（A）。
管理信息系统期末复习资料原创整理精华版一、引言管理信息系统（MIS）是指为组织的管理者提供决策支持和管理服务的系统。
在当今信息化的时代，MIS在企业和组织中发挥着至关重要的作用。
为了帮助大家更好地复习和理解管理信息系统，本文将为你提供原创整理的精华版复习资料。
二、MIS基础知识1. MIS的概念和作用MIS是指通过信息技术和系统对组织内外的信息进行收集、管理、处理和传递，以支持组织管理者的决策和管理活动。
它可以提高组织的运营效率和决策质量，促进组织的创新和发展。
2. MIS的组成和框架MIS由硬件、软件、数据、网络和人员五个基本要素组成。
其中，硬件指计算机设备和设施，软件指应用软件和系统软件，数据指各种信息数据资源，网络指计算机网络和通信设施，人员指MIS的用户和管理者。
3. MIS的特点和功能MIS具有信息化、系统化、集成化和协同化的特点。
它的功能包括数据采集和处理、信息存储和管理、决策支持和分析、业务流程管理和协调等。
三、MIS的关键技术1. 数据库技术数据库技术是MIS的核心技术之一。
它可以实现对数据的高效存储、管理和检索，提供给管理者准确可靠的数据支持。
2. 网络技术网络技术为MIS提供了数据传输和资源共享的基础。
通过局域网、广域网和互联网等网络技术，MIS可以实现组织内外部信息的快速传递和共享。
3. 决策支持系统决策支持系统（DSS）是一种基于计算机和信息技术的管理工具，用于帮助管理者进行决策分析和预测。
它通过数据模型、算法和可视化工具等手段，为管理者提供决策所需的信息和方法。
四、MIS的应用领域1. 企业管理MIS在企业管理中的应用非常广泛，包括生产管理、物流管理、人力资源管理、市场营销管理等。
通过MIS，企业可以提高管理效率、降低成本，并实现组织目标的有效实施。
2. 电子商务MIS在电子商务中起到至关重要的作用。
它可以管理和支持电子商务平台的运营、交易数据的分析和客户关系的管理，为企业的电子商务活动提供全程支持。
管理信息系统复习资料1. 什么是管理信息系统？管理信息系统（MIS）是应用信息和计算机技术来支持管理决策制定和业务运营的系统。
MIS可以帮助企业实现信息的收集、处理、储存、管理以及传递，提高效率和准确性。
2. MIS的组成MIS主要由以下五个部分组成：2.1 硬件设备硬件设备是MIS的基础，包括计算机、网络设备和存储设备等。
2.2 软件系统软件系统是MIS的核心，包括操作系统、数据库系统、应用程序等。
2.3 数据库数据库是MIS的关键，负责存储企业的各种信息。
2.4 人员人员是MIS的运营者，包括业务人员、系统管理员和开发人员等。
2.5 数据通信网络数据通信网络是MIS的基础设施，负责信息的传递和交换。
3. MIS的分类MIS根据应用领域的不同可以分为以下几类：3.1 生产制造MIS生产制造MIS主要应用于制造业，包括物料控制、生产计划、零部件管理和质量控制等方面。
3.2 销售分销MIS销售分销MIS主要应用于零售和批发行业，包括订单管理、库存管理、供应链管理等方面。
3.3 金融MIS金融MIS主要应用于银行和证券业，包括交易处理、客户管理、财务管理等方面。
3.4 人力资源MIS人力资源MIS主要应用于人事部门，包括招聘管理、薪酬管理、培训管理等方面。
4. MIS的优点和缺点4.1 优点4.1.1 提高效率和准确性MIS可以自动化处理信息、降低人工成本，提高信息处理效率和准确性。
4.1.2 辅助管理决策MIS提供迅速可靠的数据分析和报告，帮助管理层做出更好的决策。
4.1.3 促进企业文化和知识管理MIS可以促进企业文化和知识的流动与共享，提高企业的协作和创新能力。
4.2 缺点4.2.1 高成本MIS需要大量的资金和技术支持，维护和更新成本也很高。
4.2.2 安全问题MIS存在安全问题，需要采取措施确保信息安全，避免信息泄露和黑客攻击。
4.2.3 技术和培训成本MIS需要专业的技术人员和培训成本，要求企业的管理层和员工具有相关的技术能力和培训。
Management Information Systems, 12e (Laudon)Chapter 11 Managing Knowledge1) Knowledge residing in the minds of employees that has not been documented is called explicit knowledge.Answer: FALSEDiff: 2 Page Ref: 417AACSB: Reflective ThinkingCASE: ContentObjective: 11.12) Knowledge can reside in e-mail, voice mail, graphics, and unstructured documents as well as structured documents.Answer: TRUEDiff: 1 Page Ref: 417-418AACSB: Reflective ThinkingCASE: ContentObjective: 11.13) Knowledge is universally applicable and easily moved.Answer: FALSEDiff: 1 Page Ref: 418AACSB: Reflective ThinkingCASE: ContentObjective: 11.14) CAD is a type of intelligent technique.Answer: FALSEDiff: 1 Page Ref: 427AACSB: Reflective ThinkingCASE: ContentObjective: 11.35) Knowledge workers include all of a company's workers who are tasked with managing or creating knowledge, from top-level scientists to clerical and data workers.Answer: FALSEDiff: 1 Page Ref: 426AACSB: Reflective ThinkingCASE: ContentObjective: 11.36) Structured knowledge is explicit knowledge that exists in informal documents.Answer: FALSEDiff: 1 Page Ref: 423AACSB: Reflective ThinkingCASE: ContentObjective: 11.17) Semistructured information is all the knowledge in a firm that resides in the heads of experienced employees.Answer: FALSEDiff: 2 Page Ref: 423AACSB: Reflective ThinkingCASE: ContentObjective: 11.28) VRML requires the use of a powerful server as well as large amounts of bandwidth. Answer: FALSEDiff: 2 Page Ref: 430AACSB: Use of ITCASE: ContentObjective: 11.39) Expert systems are the primary tools used for knowledge discovery.Answer: FALSEDiff: 1 Page Ref: 432AACSB: Use of ITCASE: ContentObjective: 11.410) Intelligent agents can discover underlying patterns, categories, and behaviors in large data sets. Answer: FALSEDiff: 2 Page Ref: 441AACSB: Reflective ThinkingCASE: ContentObjective: 11.411) Expert systems capture the knowledge of skilled employees in the form of a set of rules in a software system that can be used by others in the organization.Answer: TRUEDiff: 1 Page Ref: 432AACSB: Use of ITCASE: ContentObjective: 11.412) Expert systems are typically used in business in discrete, highly structured decision-making situations.Answer: TRUEDiff: 2 Page Ref: 432AACSB: Use of ITCASE: ContentObjective: 11.413) Expert systems work by applying a set of AND/OR rules against a knowledge base, both of which are extracted from human experts.Answer: FALSEDiff: 2 Page Ref: 432AACSB: Use of ITCASE: ContentObjective: 11.414) Enterprise content management systems are designed to manage structured information, while other systems, such as KWS, are designed to manage semistructured and unstructured information. Answer: FALSEDiff: 1 Page Ref: 417AACSB: Reflective ThinkingCASE: ContentObjective: 11.215) Case-based reasoning is not well-suited for diagnostic systems in medicine.Answer: FALSEDiff: 1 Page Ref: 434AACSB: Reflective ThinkingCASE: ContentObjective: 11.416) Fuzzy logic can describe a particular phenomenon or process linguistically and then represent that description in a small number of flexible rules.Answer: TRUEDiff: 2 Page Ref: 436AACSB: Reflective ThinkingCASE: ContentObjective: 11.417) Fuzzy logic systems "learn" patterns from large quantities of data by sifting through data, searching for relationships, building models, and correcting over and over again the model's own mistakes.Answer: FALSEDiff: 2 Page Ref: 436AACSB: Reflective ThinkingCASE: ContentObjective: 11.418) Because neural network applications cannot always explain why they arrive at a particular solution, they are not well suited for use in the medical profession.Answer: FALSEDiff: 2 Page Ref: 436-437AACSB: Reflective ThinkingCASE: ContentObjective: 11.419) Intelligent agents are used primarily for specific, repetitive and predictable tasks. Answer: TRUEDiff: 2 Page Ref: 441AACSB: Use of ITCASE: ContentObjective: 11.420) Shopping bots are a form of intelligent agent.Answer: TRUEDiff: 2 Page Ref: 441AACSB: Reflective ThinkingCASE: ContentObjective: 11.421) What type of knowledge management system did Canadian Tire implement in order to improve the communications with dealers?A) digital asset management systemB) content management systemC) learning management systemD) knowledge network systemAnswer: BDiff: 2 Page Ref: 415AACSB: Analytic SkillsCASE: AnalysisObjective: 11.222) The percentage of gross domestic product of the United States that is produced by the knowledge and information sectors is estimated to be about ________ percent.A) 20B) 40C) 60D) 80Answer: CDiff: 3 Page Ref: 417AACSB: Reflective ThinkingCASE: ContentObjective: 11.123) Which of the following statements best describes the relationship between collaboration and knowledge management?A) Without knowledge, collaboration is difficult.B) Knowledge doesn't exist without collaboration.C) Knowledge is useful only when shared with others.D) As knowledge increases, so does collaboration.Answer: CDiff: 2 Page Ref: 417AACSB: Analytic SkillsCASE: AnalysisObjective: 11.124) The flow of events or transactions captured by an organization's system describesA) information.B) data.C) wisdom.D) knowledge.Answer: BDiff: 1 Page Ref: 417AACSB: Reflective ThinkingCASE: ContentObjective: 11.125) Expertise and experience of organizational members that has not been formally documented best describesA) wisdom.B) information.C) data.D) tacit knowledge.Answer: DDiff: 2 Page Ref: 417AACSB: Reflective ThinkingCASE: ContentObjective: 11.126) Changing organizational behavior by sensing and responding to new experience and knowledge is calledA) change management.B) knowledge networking.C) the knowledge value chain.D) organizational learning.Answer: DDiff: 1 Page Ref: 419AACSB: Reflective ThinkingCASE: ContentObjective: 11.127) The set of business processes, culture, and behavior required to obtain value from investments in information systems is one type ofA) knowledge culture.B) knowledge discovery.C) organizational and management capital.D) organizational routine.Answer: CDiff: 3 Page Ref: 419AACSB: Use of ITCASE: ContentObjective: 11.128) Which of the following systems digitizes, indexes, and tags documents according to a coherent framework?A) wikisB) CADC) document managementD) LMSAnswer: CDiff: 1 Page Ref: 420AACSB: Use of ITCASE: ContentObjective: 11.229) Which of the following statements is not an accurate description of the importance of knowledge to a firm?A) Knowledge experiences network effects as more people share it.B) Knowledge should be seen as an intangible key asset.C) Knowledge enables firms to become more efficient in their use of scarce resources.D) Knowledge is unconditional.Answer: DDiff: 3 Page Ref: 418AACSB: Analytic SkillsCASE: AnalysisObjective: 11.130) What is meant by the statement "knowledge is sticky"?A) Knowledge is hard to move.B) Knowledge is universally applicable.C) Knowledge works only in certain situations.D) Knowledge is intangible.Answer: ADiff: 3 Page Ref: 418AACSB: Analytic SkillsCASE: AnalysisObjective: 11.131) Which of the following is not one of the main four dimensions of knowledge described in the chapter?A) Knowledge is a firm asset.B) Knowledge has different forms.C) Knowledge has no locations.D) Knowledge is situational.Answer: CDiff: 3 Page Ref: 418AACSB: Reflective ThinkingCASE: ContentObjective: 11.132) In order, which are the value-adding steps in the knowledge business value chain?A) acquire, store, disseminate, apply, feedbackB) data and information acquisition, acquire, store, disseminate, applyC) acquire, disseminate, apply, feedback, management and organizational activitiesD) data and information acquisition, store, disseminate, feedback, applyAnswer: BDiff: 2 Page Ref: 419AACSB: Analytic SkillsCASE: AnalysisObjective: 11.133) Informal social networks of professionals and employees within and outside the firm who have similar work-related activities and interests are called communities ofA) practice.B) professionals.C) interest.D) knowledge.Answer: ADiff: 2 Page Ref: 421AACSB: Reflective ThinkingCASE: ContentObjective: 11.234) Which of the following are the three major types of knowledge management systems?A) management information systems, decision support systems, and transaction processing systemsB) enterprise systems, customer support systems, and supply chain management systemsC) database management systems, expert systems, and knowledge work systemsD) enterprise-wide knowledge management systems, knowledge work systems, and intelligent techniquesAnswer: DDiff: 2 Page Ref: 421AACSB: Use of ITCASE: ContentObjective: 11.235) Specialized systems built for engineers, scientists, and other knowledge workers charged with discovering and creating new knowledge for a company are calledA) KWS.B) LMS.C) wikis.D) CAD systems.Answer: ADiff: 1 Page Ref: 421AACSB: Use of ITCASE: ContentObjective: 11.236) Fuzzy logic is a type ofA) data mining.B) neural network.C) intelligent technique.D) business intelligence.Answer: CDiff: 2 Page Ref: 435AACSB: Reflective ThinkingCASE: ContentObjective: 11.237) Which of the following is not a typical component or capability of an enterprise-wide knowledge management system?A) collaboration toolsB) KWSC) document managementD) LMSAnswer: BDiff: 2 Page Ref: 421AACSB: Analytic SkillsCASE: AnalysisObjective: 11.238) Which of the following would not be considered semistructured knowledge?A) request for proposalsB) voice-mailC) videosD) e-mailAnswer: ADiff: 2 Page Ref: 422AACSB: Analytic SkillsCASE: AnalysisObjective: 11.239) You are advising a multimedia company on the best type of knowledge management system to help them archive digital video and sound clips. Which of the following will suit their needs?A) enterprise content management systemB) digital asset management systemC) knowledge network systemD) VRML systemAnswer: BDiff: 2 Page Ref: 424AACSB: Analytic SkillsCASE: AnalysisObjective: 11.240) Once a knowledge taxonomy is developed, documents are all ________ with the proper classification.A) taggedB) linkedC) tupledD) referencedAnswer: ADiff: 2 Page Ref: 423AACSB: Reflective ThinkingCASE: ContentObjective: 11.241) Which of the following is not a Web 2.0 tool firms are using to foster collaboration?A) blogsB) intranetsC) wikisD) social bookmarkingAnswer: BDiff: 2 Page Ref: 424AACSB: Use of ITCASE: ContentObjective: 11.242) Your company wants to develop intelligent techniques to create a "smart" oven that can perfectly cook basic foodstuffs, such as roasts and bread, using sensors and minimal input from the user. The system would know the difference between rare, medium rare, medium, and well done roasts. The category of intelligent technique that would describe this system isA) expert system.B) neural network.C) case based reasoning.D) fuzzy logic.Answer: DDiff: 2 Page Ref: 434-436AACSB: Analytic SkillsCASE: SynthesisObjective: 11.443) Which of the following statements about the use of wikis by firms is not true?A) They are inexpensive and easy to implement.B) Users are able to modify wiki content contributed by others.C) They are most appropriate for information that must be revised but does not need to be available 24/7.D) They can be used as a central repository for all types of corporate data such as spreadsheets and e-mail.Answer: CDiff: 2 Page Ref: 424AACSB: Analytic SkillsCASE: EvaluationObjective: 11.244) Tools for the management, delivery, tracking, and assessment of various types of employee learning best describes a(n)A) investment workstation.B) organizational learning system.C) employee enrichment system.D) learning management system.Answer: DDiff: 2 Page Ref: 425AACSB: Use of ITCASE: ContentObjective: 11.245) Most knowledge workers require specialized knowledge work systems, but they also rely onA) office systems.B) schools and universities.C) imaging systems.D) data transferring systems.Answer: ADiff: 2 Page Ref: 426AACSB: Use of ITCASE: ContentObjective: 11.346) A ________ is very important to a knowledge worker's system.A) careful filing systemB) financial analysis systemC) CAD capabilityD) user-friendly interfaceAnswer: DDiff: 1 Page Ref: 426AACSB: Use of ITCASE: ContentObjective: 11.347) ________ often are designed and optimized for the specific tasks to be performed.A) Graphics programsB) Knowledge workstationsC) Virtual simulatorsD) CAD stationsAnswer: BDiff: 2 Page Ref: 427AACSB: Use of ITCASE: ContentObjective: 11.348) CAD workstationsA) provide engineers, designers, and factory managers with precise control over industrial design and manufacturing.B) provide an important source of expertise for organizations.C) allow groups to work together on documents.D) are high-end PCs used in the financial sector to analyze trading situations instantaneously and facilitate portfolio management.Answer: ADiff: 2 Page Ref: 427AACSB: Use of ITCASE: ContentObjective: 11.349) Which of the following would not be classified as a knowledge work system?A) computer-aided design systemB) 3D visualization systemC) investment workstationsD) expert systemAnswer: DDiff: 2 Page Ref: 427-431AACSB: Analytic SkillsCASE: AnalysisObjective: 11.350) Virtual reality systemsA) provide engineers, designers, and factory managers with precise control over industrial design and manufacturing.B) provide an important source of expertise for organizations.C) allow groups to work together on documents.D) provide architects, engineers, and medical workers with precise, photorealistic simulations of objects.Answer: DDiff: 2 Page Ref: 428AACSB: Use of ITCASE: ContentObjective: 11.351) Investment workstationsA) provide engineers, designers, and factory managers with precise control over industrial design and manufacturing.B) provide an important source of expertise for organizations.C) allow groups to work together on documents.D) are used in the financial sector to analyze trading situations instantaneously and facilitate portfolio management.Answer: DDiff: 1 Page Ref: 431AACSB: Use of ITCASE: ContentObjective: 11.352) Which of the following systems is not used to capture tacit knowledge?A) expert systemB) case-based reasoningC) fuzzy logicD) neural networkAnswer: DDiff: 3 Page Ref: 431AACSB: Reflective ThinkingCASE: ContentObjective: 11.353) Which of the following is a type of intelligent technique?A) knowledge networksB) case based reasoningC) computer-aided designD) VRMLAnswer: BDiff: 3 Page Ref: 431AACSB: Reflective ThinkingCASE: ContentObjective: 11.454) Which of the following techniques is used for knowledge discovery?A) expert systemB) transaction processing systemsC) case-based reasoningD) data miningAnswer: DDiff: 2 Page Ref: 431AACSB: Use of ITCASE: ContentObjective: 11.455) Technology that consists of computer-based systems that attempt to emulate human behavior is calledA) fuzzy logic.B) neural networks.C) AI technology.D) genetic algorithms.Answer: CDiff: 2 Page Ref: 431AACSB: Use of ITCASE: ContentObjective: 11.456) An inference engine isA) a strategy for searching the rule base in case-based reasoning.B) the programming environment of an expert system.C) a method of organizing expert system knowledge into chunks.D) a strategy used to search through the rule base in an expert system by forward chaining or backward chaining.Answer: DDiff: 2 Page Ref: 432AACSB: Reflective ThinkingCASE: ContentObjective: 11.457) Forward chaining isA) a strategy for searching the rule base in an expert system that begins with information entered by the user.B) the programming environment of an expert system.C) a method of organizing expert system knowledge into chunks.D) a strategy for searching the rule base in an expert system that begins with a hypothesis. Answer: ADiff: 2 Page Ref: 432AACSB: Reflective ThinkingCASE: ContentObjective: 11.458) Backward chaining isA) a strategy for searching the rule base in an expert system that begins with information entered by the user.B) the programming environment of an expert system.C) a method of organizing expert system knowledge into chunks.D) a strategy for searching the rule base in an expert system that begins with a hypothesis. Answer: DDiff: 2 Page Ref: 432AACSB: Reflective ThinkingCASE: ContentObjective: 11.459) Expert systemsA) solve problems too difficult for human experts.B) are based on DO WHILE rules.C) work in very limited domains.D) share characteristics with mainframe computing.Answer: CDiff: 2 Page Ref: 434AACSB: Use of ITCASE: ContentObjective: 2.160) It is unlikely you could represent the knowledge in the Encyclopedia Britannica with an expert system becauseA) there is no one expert who understands all the material contained within the encyclopedia.B) the knowledge changes radically over a short time.C) not all the knowledge in the encyclopedia can be represented in the form of IF-THEN rules.D) the knowledge is too general.Answer: CDiff: 2 Page Ref: 432-434AACSB: Analytic SkillsCASE: AnalysisObjective: 11.461) Virtually all expert systems deal with problems ofA) policy development.B) classification.C) logic and control.D) high complexity.Answer: BDiff: 3 Page Ref: 434AACSB: Reflective ThinkingCASE: ContentObjective: 11.462) Expert systems are expensive and time-consuming to maintain becauseA) their rule base is so complex.B) they rely on equipment that becomes outdated.C) their rules must be reprogrammed every time there is a change in the environment, which in turn may change the applicable rules.D) only the person who created the system knows exactly how it works, and may not be available when changes are needed.Answer: CDiff: 3 Page Ref: 434AACSB: Analytic SkillsCASE: AnalysisObjective: 11.463) In this technique, descriptions of past experiences of human specialists are stored in a database for later retrieval when the user encounters a situation with similar characteristics.A) CBRB) fuzzy logicC) data miningD) LMSAnswer: ADiff: 1 Page Ref: 434AACSB: Reflective ThinkingCASE: ContentObjective: 11.464) You are an automotive engineer working on an application that will automatically parallel parka car. The intelligent technique you may find most useful isA) case-based reasoning.B) artificial intelligence.C) fuzzy logic.D) expert system.Answer: CDiff: 2 Page Ref: 434-436AACSB: Analytic SkillsCASE: EvaluationObjective: 11.465) Hardware and software that attempts to emulate the processing patterns of the biological brain best describesA) a neural network.B) an expert system.C) case-based reasoning.D) fuzzy logic.Answer: ADiff: 2 Page Ref: 436AACSB: Reflective ThinkingCASE: ContentObjective: 11.466) Genetic algorithmsA) develop solutions to particular problems using fitness, crossover, and mutation.B) represent knowledge as groups of characteristics.C) do not work for most problems.D) are based on logic.Answer: ADiff: 2 Page Ref: 438AACSB: Reflective ThinkingCASE: ContentObjective: 11.467) Which of the following describes a difference between neural networks and genetic algorithms?A) Genetic algorithms are designed to process large amounts of information.B) Genetic algorithms are a type of knowledge discovery, while neural networks are an intelligent technique.C) Neural networks are programmed to "learn."D) All of the above.Answer: CDiff: 3 Page Ref: 436-441AACSB: Reflective ThinkingCASE: ContentObjective: 11.468) Software programs that work in the background without direct human intervention to carry out specific, repetitive, and predictable tasks for individual users, business processes, or software applications, are calledA) intelligent agents.B) intelligent techniques.C) business intelligence.D) AI hybrid systems.Answer: ADiff: 2 Page Ref: 441AACSB: Use of ITCASE: ContentObjective: 11.469) What type of intelligent technique helped Procter & Gamble determine the most efficient methods for their trucks to deliver goods?A) fuzzy logicB) intelligent agentsC) genetic algorithmsD) none of the aboveAnswer: BDiff: 2 Page Ref: 441AACSB: Reflective ThinkingCASE: ContentObjective: 11.470) To automate routine tasks to help firms search for and filter information for use in electronic commerce and supply chain management a firm would most likely useA) CAD systems.B) virtual reality systems.C) fuzzy logic systems.D) intelligent agents.Answer: DDiff: 2 Page Ref: 441AACSB: Analytic SkillsCASE: AnalysisObjective: 11.471) ________ is thought to be the collective and individual experience of applying knowledge to the solution of problems.Answer: WisdomDiff: 1 Page Ref: 417AACSB: Reflective ThinkingCASE: ContentObjective: 11.172) ________ is explicit knowledge that exists in formal documents, as well as in formal rules that organizations derive by observing experts and their decision-making behaviors.Answer: Structured knowledgeDiff: 1 Page Ref: 422AACSB: Reflective ThinkingCASE: ContentObjective: 11.173) ________ are also known as expertise location and management systems.Answer: Knowledge network systemsDiff: 2 Page Ref: 424AACSB: Use of ITCASE: ContentObjective: 11.274) A(n) ________ is a scheme for classifying information and knowledge in such a way that it can be easily accessed.Answer: taxonomyDiff: 2 Page Ref: 423AACSB: Reflective ThinkingCASE: ContentObjective: 11.275) A(n) ________ is a system that provides tools for the management of various types of employee education and training.Answer: learning management system, LMSDiff: 2 Page Ref: 425AACSB: Use of ITCASE: ContentObjective: 11.276) The user-created taxonomies created for shared bookmarks are called ________. Answer: folksonomiesDiff: 2 Page Ref: 425AACSB: Reflective ThinkingCASE: ContentObjective: 11.277) ________ seeks to enhance human perception by combining a live direct view of the physical world with computer-generated images.Answer: AR, augmented realityDiff: 2 Page Ref: 428AACSB: Use of ITCASE: ContentObjective: 11.378) The model of human knowledge used by expert systems is called the ________.Answer: knowledge baseDiff: 2 Page Ref: 432AACSB: Reflective ThinkingCASE: ContentObjective: 11.479) An AI technology called ________ uses algorithms and statistical methods to extract rules from massive data sets and make predictions about the future.Answer: machine learningDiff: 2 Page Ref: 438AACSB: Reflective ThinkingCASE: ContentObjective: 11.480) Systems that integrate genetic algorithms, fuzzy logic, neural networks, and expert systems are called ________ systems.Answer: hybrid AIDiff: 2 Page Ref: 441AACSB: Use of ITCASE: ContentObjective: 11.481) What is knowledge management? What types of knowledge might a company such as a taxi service have, and could a taxi service benefit from knowledge management?Answer: Knowledge management is the set of processes developed in an organization to create, gather, store, disseminate, and apply the firm's knowledge. A taxi company's knowledge might include explicit knowledge, such as maps and routes between destinations. Tacit knowledge would include the experience of drivers, such as the best alternate routes between destinations or passenger needs. A taxi service might benefit from a system that gave drivers guides on routes that included alternate routes drivers had found. It might benefit from a learning management system that trained drivers for locations, destinations, and alternate routes.Diff: 1 Page Ref: 417-418AACSB: Analytic SkillsCASE: EvaluationObjective: 11.182) Briefly outline the knowledge management chain as it might apply to the online catalog system of a public library.Answer: Steps in the knowledge management chain include:Acquisition: for an online catalog of a library this would be getting the book data into digital format.Storage: This would involve the systems for storing this data, perhaps a central server.Dissemination: The library would need to determine how the card catalog information is accessed by the public or by staff.Application: This would involve the card catalog becoming part of the library's business processes: for example, the card catalog would be linked to a system of borrowing, so that users would know from the card catalog whether a book was out on loan.Management and organizational activities: This would entail using the system with a card catalog base for other services, perhaps linking up to a wider library system to share resources, information, or book loaning between systems.Diff: 2 Page Ref: 419-421AACSB: Analytic SkillsCASE: SynthesisObjective: 11.183) Identify the three major types of knowledge management systems. Provide two examples of each.Answer: The major types of knowledge management systems are enterprise knowledge management systems, knowledge work systems, and intelligent techniques.Enterprise knowledge management systems include: enterprise content management systems, digital asset management systems, learning management systems, and knowledge networks. Knowledge work systems include: Computer-aided design systems, virtual reality systems, and financial investment workstations. Intelligent techniques include: Data mining, expert systems, case-based reasoning, fuzzy logic, neural networks, genetic algorithms, hybrid AI systems, and intelligent agents.Diff: 1 Page Ref: 421-442AACSB: Analytic SkillsCASE: AnalysisObjective: 11.284) How can knowledge be gathered from the personal and undocumented expertise of professionals within a firm? List at least four ways to gather and disseminate such knowledge. Answer: The expertise and experience of firm employees can be gathered by documenting their experience through documenting best practices and frequently asked questions. You can also develop a referral system by providing a way for employees to find a company expert for the solution they are looking for. There is commercially available software for enterprise-wide knowledge network system, but other tools you can use include best-practices documents, FAQs, social bookmarking, collaboration tools, wikis, and blogs for helping gather and disseminate tacit knowledge.Diff: 2 Page Ref: 423-425AACSB: Analytic SkillsCASE: AnalysisObjective: 11.285) Why are knowledge workers so important to the digital firm? What are their functions and which of these do you feel is most critical to the success of the firm? Why?Answer: Student answers will vary, but should include an understanding of the three main functions of knowledge workers. An example answer is: Knowledge workers create new products or find ways to improve existing ones. Without them, the firm would stagnate and become less competitive in an environment that is always changing and is increasingly more competitive. In the modern economy, knowledge is truly power. The three major functions of knowledge workers are: keeping the organization up-to-date in knowledge as it develops in the external world; serving as internal consultants regarding their areas of knowledge and its opportunities; and acting as change agents as they evaluate, initiate, and promote new projects. The most important of these is to develop new knowledge as it applies to the making of products or services, as offering products and services is the mainstay of the corporation.Diff: 2 Page Ref: 417-421, 426AACSB: Analytic SkillsCASE: EvaluationObjective: 11.286) Identify three important qualities or capabilities of knowledge work systems.Answer: Knowledge work systems must give knowledge workers the specialized tools they need, such as powerful graphics, analytical tools, and communications and document-management tools. Knowledge work systems must provide a user-friendly interface to the KWS. These user-friendly interfaces save time by allowing the user to perform needed tasks and get to required information without having to spend a lot of time learning to use the computer. Knowledge work systems must be carefully designed to optimize the performance of the specific tasks of the pertinent knowledge worker.Diff: 2 Page Ref: 426-427AACSB: Analytic SkillsCASE: AnalysisObjective: 11.3。
