Knowledge Mgmt Sys: Enhancing Business, Data, Knowledge & Teamwork - Essay Sample

Introduction

The knowledge management system is a must-have tool in business. It helps in document management by handling variety of data from different sources such as file and email systems (Marcin, 2017). Knowledge systems enhance the categorizing of information from these documents to enhance the creation and use of knowledge gathering to improve the business. Additionally, knowledge information sharing enhances the gathering and sharing of knowledge among employees to enhance teamwork (Valentina, 2015). Consequently, business processes are optimized through documentation, modeling, analyzing, and understanding the business processes that are suitable for one’s business. Finally, the information portal for the business is personalized to consolidate information of the business in one user interface. Information on the business becomes easily accessible to the customers, and information is exchanged to enhance efficient delivery of services.

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An expert system is an interface based on business artificial intelligence through knowledge. It provides knowledge in a chosen area of expertise to provide business managers with a backup plan during decision making (Dorothy & John, 2008). An expert system is interactive and gives answers to the user. The system has the ability to search for knowledge based on facts and rules in a given field. It comprises of a knowledge base, inference engine, plus user interface. The content management system is an interface that categorizes and grants access to digital content (Noreen, 2014). It enhances collaboration, implements design standards, improves consistency in user-interface, as well as reducing confusion plus training fees. The system comprises of four different divisions, namely authorizing, workflow, storage, and publishing (Marcin, 2017).

The engine repair shop can benefit from expert and content management systems in several ways. First, an expert system can provide adequate knowledge to the customer service technicians to ensure that they access knowledge on fixing engine problems always. As such, less time will be used to serve customers, thereby improving business operations. For example, technicians may not know how a certain part of an engine looks or functions to know where the problem might be. An expert system can do that work. Technicians without adequate knowledge can request for help from those who do to enhance teamwork through outsourcing knowledge together in the system. The content management system (CMS) will enable the business to easily manage its website portal through automatic updates, customer-centric design, consistency in brand representation, and authority and approval. Therefore, the technicians will easily use the website without trouble when serving their customers. The business may have too much electronic data, and if not well managed, it would lead to loss or confusion. Also, the manual operation of the business website is tiresome and may contribute to the undesirable brand to customers. To prevent this, CMS comes to play.

Business intelligence will enhance the shop’s manager to understand current consumer demographics in their field of operations to enhance their customer services (Marcin, 2017). The manager will gather knowledge on consumer demands, new engines available in the market, their parts, the problems they might experience, and how to provide solutions for them. Decision making on the cost of repair and the time it should take will be easy and readily available. Also, managers will be able to plan for capacity building among the team to update them on the trend in their market.

The business can use social media to obtain information by discussing and sharing information with other engine repair shops. You find that businesses will share on different problems they are experiencing and possible solutions they may be having. On one hand, one business will obtain valuable information, while the other will be sharing. The business will benefit from the expertise of others. The business can use social media to establish visibility of its operations to make customers aware of their operations in the area. More customers will be attracted to the brand. Additionally, the business will cultivate for their professional networks in LinkedIn and Twitter to grow relationships with their customers and supporters.

References

Dorothy, L. & John,S. (2008). Putting Expert Systems to Work. Harvard Business Review. Retrieved from https://hbr.org/2008/03/putting-expert-systems-to-work

Marcin, S. (2017). The importance of knowledge management systems for service industry companies operating locally and internationally. Online Journal of Applied Knowledge Management, 5(2): 76-91. Retrieved from http://eds.a.ebscohost.com.libraryresources.columbiasouthern.edu/eds/pdfviewer/pdfviewer?vid=3&sid=e23df813-27b9-4d7a-85a8-61d39ce91726%40sessionmgr4008

Noreen, I. (2014). Exploring the use of enterprise content management systems in unification types of organizations. The European Physical Journal Conferences. Retrieved from https://www.researchgate.net/publication/262991321_Exploring_the_Use_of_Enterprise_Content_Management_Systems_in_Unification_Types_of_Organizations

Valentina, J. (2015). The Role of Knowledge Management Solutions in Enterprise Business Processes. Journal of Universal Computer Science, 11(4): 526-545. DOI: 10.3217/jucs-011-04-0526