Unit V Scholarly Activity- ISM

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Columbia Southern University *

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3551

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Business

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Jan 9, 2024

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1 Unit V Scholarly Activity Derica Johnson Columbia Southern University ITC 3303-21.01.00-5A23-S2, Information Systems Management Dr. Jimmie Flores May 2, 2023
2 Unit V Scholarly Activity Introduction In this assignment, I decided to do scenario one: “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 were times when one of your technicians knew how to fix certain engine problems and others did not. Providing a central knowledge repository could help share troubleshooting and repair knowledge among your technicians.” I will also be discussing knowledge management systems, expert systems and content management systems. Knowledge Management Systems A knowledge management system is an IT system that stores and retrieves knowledge within an organization (Birkett, n.d.). It makes collaboration and understanding things easier. The knowledge management system can aid in situations where one technician may know something but the other may not. In this business, the technicians may be able to work on troubleshooting and working on small engines. From a financial perspective, using a simulation tool for troubleshooting would be a good investment. Expert Systems Expert systems are a computer program that uses AI technologies to simulate the judgement and behavior of a human or organization that has experience in a particular field ( What is expert system?- Definition from WhatIs.com. (n.d.). An expert system is used more as an aid rather than a replacement. These systems are also one of the most important things in
3 knowledge management and sharing. A good example of this in my shop would be a machine that can see and determine what is going on with a vehicle. Content Management Systems Content management systems are information systems that support the management and delivery of documents (Kroenke & Boyle, 2020). This is helpful so people can create content to help other people. A content management system allows things to be consistent. Business Benefits from Expert System and Content Management System An expert system can benefit in many ways. It is something that ca business could implement for their gai. It can provide technicians with answers they will need regarding problems they are not sure about. Content management can help in training the employees. With content management people can give a step-by-step process and even possibly log the bumps in the road along the way. Also, this system can help people who are not necessarily a part of the business. But if a technician wanted to publish something for the public’s benefit he could do so. This also could bring in more business and get the company name out there. Business Intelligence Business intelligence is the processing of all the data of the organization (Kroenke & Boyle, 2020). This is helpful fin the shop to make everything digital. It could be made to where customers could even have a place to see the frequently asked questions, or to possibly get a rough estimate for a quote on the common jobs on vehicles.
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