Question

1. Describe the difference between operational customer relationship management systems and analytical customer
relationship management systems

2. Discuss the difference between tacit knowledge and explicit knowledge and give some examples of each.

3. Discuss management and organization activities necessary to enable information system activities in a knowledge
management system. Refer to Figure 11.1 in the text.

4. How is an expert system different from a neural network?

5.Discuss the difference between the classical model of management and the behavioral model of management and how they affect information systems and decision support systems.

6.Compare the characteristics of an MIS and a DSS. Why are decision-support systems more suited for executive decision making?

7. What benefits do group decision-support systems provide organizations?

8. What is Web 3.0, and how do you think Web 3.0 developments could impact businesses?

Answer 1

1. Customer relationship manaement tools enhance customer trusts and can help the organisations to builad their relations.

Operational CRM is a tool that allows you to sync the processes and tasks. The management and teams can efficiently coordinate while using this tool. This CRM tool prioritizes and streamlines various tasks. Tasks between multiple teams can also be synced for collection and effective organization of important business data. It can help companies in processing day to day operations and provide effective customer service through the extracted data.

On the other hand, analytical CRM tools offer a wide range of benefits for back office support. The analytical CRM tools are used for dealing with the back office processes. For strategic development and analysis, these tools are used. These tools do not directly concern with customers and are more helpful for backend processing.

2.

Explicit Knowledge

Explicit knowledge is the most basic form of knowledge and is easy to pass along because it’s written down and accessible. When data is processed, organized, structured, and interpreted, the result is explicit knowledge. Explicit knowledge is easily articulated, recorded, communicated, and most importantly in the world of knowledge management, stored.

If you need an example of explicit knowledge, simply open your knowledge management platform and take a look around. Your company data sheets, white papers, research reports, etc. are all explicit company knowledge.

Tacit Knowledge

Tacit knowledge is the knowledge that we possess that is garnered from personal experience and context. It’s the information that, if asked, would be the most difficult to write down, articulate, or present in a tangible form.

As an example, think of learning how to make your grandmother’s famous recipes. Sure, she gave you the recipe card, but when you try it on your own you feel as if something is missing. After years of experience, she has learned the exact feel for the dough, or exactly how long something should be in the oven. It’s not something she can write down; she can just feel it.

In the workplace, tacit knowledge is the application of implicit knowledge that’s specific to your company. As employees move from job to job, the application of their implicit knowledge will change based on what’s unique about your business. An example of this is a sales rep who can not only give a great demo but has also learned specific buying signs while talking to prospects.

3. Unable to provide answer as image is not shown in the question section.

4.The main difference between an expert system and a neural network is that a neural network can adapt its criteria to better match the data it analyzes, while an expert system produces results without adjusting for changes in the analyzed data.

5.The classical management focuses on direct inputs to efficiency, where as behavioural management considers indirect inputs too.

The classical perspective of management is often criticized for ignoring human desires and needs in the workplace and does not take into consideration human error in work performance. The classical perspective has strong influences on modern operations and process improvement.

The behavioral perspective of management (sometimes called the "human relations perspective") takes a much different approach from the classical perspective: it is generally more concerned with employee well-being and encourages management approaches that consider the employee as a motivated worker who genuinely wants to work.

6.

A decision support system is a computer-based information technology with four characteristics:

1. data collection;
2. storage of data;
3. analysis of data; and
4. data presentation.

The characteristics enable a system to deliver relevant and useful information for making decisions. Together, they enable people to turn data into decisions.

In any organization managers will have varieties of task to manage. MIS is mainly designed to take care of the needs of the managers in the organization. 2. Organizations will have different departments like marketing, production, sales, inventory, maintenance etc. Each of these departments function individually and also in relationship with other departments. Information is available in abundance. MIS aids in integrating the information generated by various departments of the organizations. 3. MIS also helps in establishing mechanism to eliminate redundancies in data. 4. MIS as a system can be broken down into sub system; each sub system may be programmed. This results in easy access of data, accuracy of data and information. It helps in maintaining the consistency of data. ‘MIS Vs DSS ’ gives an impact on the important function of top management. It is also used to generate the reports with the help of advanced technology having maximum characteristics of good information by which the decisions are to be taken related with the functionality of management decisions. it will help top management to take decision concerned with human resource in attendance recording and capturing which is one of the basic needs of any organization.

7. Small businesses that are growing rapidly can benefit materially by using electronic group decision-support systemstechnology. As a firm grows quickly and more employees are hired, a shift takes place in the organizational dynamics of the company and peer communication. Many new employees need access to information and to others within the company to make decisions related to their work. Implementing GDSS is important, as they can effectively rapidly facilitate communication among members of a growing group in a systematic, controllable and efficient manner.

8.

Web 3.0 will be a complete reinvention of the web, something that Web 2.0 was not. Web 2.0 was simply an evolution from the original Web which can be compared to a library, as Web 1.0 was essentially an infodump, a place where people just placed walls upon walls of text which people can read but usually not interact with. Web 2.0 changed this by allowing user interaction with dynamic websites that acted more as applications than simply pages of information.

There is no concrete definition for Web 3.0 yet and the technology that will bring us there has not even matured yet. Web 3.0 will be able to get the context from the user; and then be able to provide the user with the most useful information about the camaro insect, such as its habitat and even where to find it as a delicacy. Web 3.0 can be likened to an artificial intelligence assistant that understands its user and personalizes everything.

Furthermore, if someone is preparing for a vacation and needs to search for cheap flights and accommodations as well as meals, they must look through a lot of information on the web comparing different selections and the search might take hours. But Web 3.0 search engines or assistants will be able to scrape all of this information and present it to the user in a very intelligent way, even making highly accurate and favorable suggestions based on the user's profile.