Answers to Questions' from Professor

1. How does knowledge compare to information?Ans. Information is interpreted based on data. When knowledge comes out of source mind, it becomes information.
a. What do you hope to learn in this course? Will this course change your long term career plans? If so, how?Ans. Since this is my first class at CTI and for masters, I hope to learn managing the information related stuff. I want to do masters in Project Management, so this course will help me in my career.

2. Give some examples of data, information, and knowledge.Ans. Example of Data: 6 out of 10 people took survey of Dell Customer service. Example of Information: Since 6 out of 10 people took survey, the dell's supervisor was not happy. Example of Knowledge: If more people would have taken survey, then the results of product would have been great at Dell.

3. Why might the distinction between information and knowledge be important to you? Give a couple reasons.Ans. With information you can figure out the pattern of the data and and I think with knowledge, you predict future results
based on the pattern.

4. a. An asset is "anything the organization owns or controls". Why is knowledge so important as an organizational asset?Ans. These asset can be used for future purpose. For example, during recession time, when organization find shortage of
people, that time knowledge asset that is documentation, their opinion, their report etc. could be useful.
b. Is the importance of knowledge ever-increasing, or is there a limit to its usefulness?Ans. The importance of knowledge is ever increasing due to its tools and technologies for example, intranet, document
management, office suites. All most all the organization going after these technologies.
c. For most assets, such as raw materials or equipment, the value of the asset is lowered each time you use them. Equipment
gets old, e.g. and needs replaced. Is this true of knowledge?Ans. This is not true with Knowledge. If you use more knowledge, you gain more out of it.

5. a. What is "Service and Support"? Why would KM be so important for it? Which definition of KM is most appropriate here?Ans. According to Knova article, Service and support is providing quality service to maximum number of customers by using
knowledge management tools and techniques. KM can help reduce agent training time and speed up new employees. Agents don't need to call to customer service if
they get access to common questions' answers. KM is as an enterprise-wide goal, many companies find success if they kickoff an initiative in one department and
then extend the practices throughout other parts of the organization.
b. Is self-service better than traditional service? Why or Why not?Ans. In my opinion, I depends on the situation. If I don't have any mobility for example internet service, then I would like
t contact customer service and get the answer. If I have internet service, and don't have time then I would call customer
service. If I have time, and have internet service then I would prefer self-service.
c. I think if student has common question, then he or she would visit to campus connect website. If that student has multiple
questions, then he or she would call customer service.

6.a. What is the difference between tacit and explicit knowledge?Ans. Tacit knowledge is highly personal. It is hard to formalize, and therefore, difficult to communicate to others. Explicit knowledge is shared throughout an organization, other employees begin to internalize it that is, they use it to
broden, extend, and reframe their own tacit knowledge.
b. Can tacit knowledge really be captured?Ans. Yes, tacit knowledge can be capture. However, it is hard to communicate to others.
c. Individual has more of tacit knowledge and therefore, organization has more tacit knowledge because organization is made
of individual.
d. Tacit knowledge is more valuable though it is hard to communicate. This problem can resolved by using tacit and explicit
knowledge with the communication theory model.