CPA 109 Knowledge Management
Module 1 Introduction to knowledge management

Question 1
Which example best illustrates the concept of explicit knowledge?

I. A training course on new IT systems.
II. A CD-ROM outlining new company products.
III. An email detailing recent industry developments.
IV. A breakout room conversation between a number of employees.

a. I and II only.
b. II and III only.
c. I, II and III only.
d. I, II, III and IV.


Question 2
Which of the following options best describes KM?

a. an oxymoron;
b. an idea whose time has come;
c. nothing new, it has simply become fashionable;
d. a process which complements other organisational initiatives.


Question 3
What is the major reason for KM initiatives often being less than successful?

a. KM is inevitably an enterprise with a high risk of failure.
b. Expectations for the outcomes of KM projects are frequently unrealistic.
c. Insufficient attention is paid to less obvious factors such as behaviour and culture.
d. There is a tendency to look for quick solutions to the problems involved.


Question 4
Which of the following is likely to be the least significant barrier to organisational learning?

a. Staff who lack motivation and/or interest and are reluctant learners.
b. Inappropriate infrastructures, be these technological, structural or procedural.
c. A competitive rather than a collaborative culture within the organisation.
d. Absence of appropriate forums for discussion and debate.


Question 5
Which of the following best describes learning in organisations?

a. Learning is essential to the development of knowledge and intellectual capital.
b. Responsibility for learning goes right to the top of any organisation.
c. While learning is integral to most organisations, what matters most is the nature and pace of learning.
d. Organisations can learn from a wide range of sources including clients, competitors and their own people.


Question 6
Which option represents the least significant risk in implementing KM?

a. The prospect that shareholders will not understand the need for it.
b. The pain of learning and cultural change.
c. The dangers of technological determinism.
d. The opportunity cost of alternatives foregone.


Question 7
Which of the following statements support the concept of a New Economy?

I. The days when countries depended on the output of manufacturing industry are over. We now live in a world where knowledge is the key resource.
II. Fundamental to the displacement of the industrial economy by a global knowledge economy has been the increasing knowledge intensification of all economic activity and the emergence of trade in knowledge as a commodity in its own right.
III. There are always new industries and new products and in this sense there is always a New Economy, but there remains an underlying stability to the rules of the economic game.
IV. The shift has been not so much to a New Economy as to a High Tech or Networked Economy. However, this High Tech Economy will be overlaid on the Old Economy rather than

replacing it entirely.


a. I and II only.
b. I, II and IV only.
c. I, III and IV only.
d. II, III and IV.


Question 8
Which of the following statements would combine to facilitate knowledge sharing in organisations?

I. A crucial weakness in many organisations is a combination of systems that inhibit desired knowledge related behaviours and at the same time which fail to deter inappropriate practices such as knowledge hoarding.
II. It really all comes down to the old question of ‘What’s in it for me?’
III. Ultimately it is relations between stakeholders and how they treat each other that determine the outcome of any knowledge-sharing initiative.
IV. Peer pressure and peer recognition are likely to be among the more positive incentives for knowledge sharing in organisations.

a. I and IV only.
b. I, II and III only.
c. I, III and IV only.
d. II, III and IV only.


Question 9
Why has the general implementation of KM proved to be difficult?

I. Failure to understand the wider organisational and social context for KM.
II. Unwillingness to commit sufficient effort and resources.
III. Inability to align organisational knowledge processes with values and objectives.
IV. The specific internal characteristics and circumstances of organisations.

a. I and III only.
b. III and IV only.
c. I, II, and IV only.
d. I, III and IV only.


Question 10
Although KM may no longer be regarded as a fad, why is it still treated with such caution in many circles?

I. It has failed to live up to expectations.
II. There are still major concerns over issues to do with control and accountability, of strategy and leadership.
III. It suffers from technological determinism and attempts by vendors and others to sell silver bullet solutions.
IV. There are potential conflicts between the holistic nature of KM, and the risks of failure through over-ambitious levels of implementation.

a. II and IV only.
b. III and IV only.
c. I, II and III only.
d. II, III and IV only.


Question 11
Which of the following statements about future developments of KM are correct?

I. Potential advances in technology will solve most of the major problems.
II. It will be less concerned with definitions and nomenclature.
III. It will continue to operate both at an interdisciplinary level and in the context of specific sub-disciplines such as strategy or human resources.
IV. It will cease to be regarded as anything special and will blend into the organisational structure much as total quality management has done.

a. I and II only.
b. III and IV only.
c. I, II and IV only.
d. II, III and IV only.

Module 2 Knowledge management and business strategy

Question 1
Which of the following statements are essential elements of the knowledge economy as outlined by the OECD?

I. The diffusion and use of knowledge as well as its creation.
II. The determinants of the success of enterprises and economies are increasingly dependent on their effectiveness in gathering and using knowledge.
III. Strategic know-how and competence are developed interactively and shared within networks where know-how is significant.
IV. The objective is to store as much information as possible in databases and other repositories, accessed by sophisticated forms of data mining.
V. The economy becomes a hierarchy of networks driven by acceleration in the rate of change and learning.
VI. The result is a network society in which the opportunity to join learning-intensive relations determines the success of individuals and firms.

a. II, III and V only.
b. III, IV and VI only.
c. I, IV, V and VI only.
d. I, II, III, V and VI only.


Question 2
‘Moore’s Law’ refers to which of the following advances in computer technology?

a. The doubling of the processing power of computers every 18 months.
b. The decline in the average price per megabyte for hard-disk drives from $11.54 in 1988, to an estimated two cents in 1999.
c. The already steep annual decline in computer costs from 1987 to 1994, accelerating sharply from 1995 onwards.
d. Technologies associated with computer use (e.g. data storage) showing dramatic improvements in performance, and even more dramatic cost reductions.


Question 3
Which of the following statements best describes ‘Metcalfe’s Law’ concerning how advances in communications technology have implications for business?

a. Multiplexing and cable modems have produced exponential increases in the speed and carrying capacity of telecommunications.
b. The carrying capacity of optical fibre is currently doubling every 12 months.
c. The cost of a network expands linearly with increases in network size, but the value of a network increases exponentially.
d. Web sites, databases and online services reach the critical mass to capture markets as the cost to service these networks decreases to zero.


Question 4
What did Alan Greenspan dismiss as ‘irrational exuberance’?

a. The twin forces of digital speed and the enhanced capacity to use and leverage knowledge.
b. The inflated anticipated returns on investment in e-business.
c. An emerging new economy of knowledge-based businesses.
d. A digital, knowledge-driven economy.


Question 5
Which of the following are significant immediate drivers of KM?

I. Exponential increases in production, transmission, storage and use of information and knowledge.
II. Rapid increase in information overload.
III. Rapid obsolescence of data, information and knowledge.
IV. Demand for easier and quicker access to relevant structured data, information and knowledge.

a. I, II and III only.
b. I, III and IV only.
c. II, III and IV only.
d. I, II, III and IV.


Question 6
What are the disintermediation effects of e-commerce?

I. Suddenly customers are a lot closer.
II. Value chains can be restructured.
III. Competitors can enter at any point in the value chain.

a. I and II only.
b. I and III only.
c. II and III only.
d. I, II and III.


Question 7
Which of these statements regarding business strategy is the most accurate?

a. In increasingly competitive market conditions knowledge of the market is everything and will determine the success or failure of enterprises.
b. There needs to be a balance in business strategy between an assessment of market competition and an appreciation of a firm’s capabilities.
c. Core competencies are the real resources of a firm and, with exceptional competencies, you can change the world.
d. Deciding a strategy and sticking to it consistently is the only positive way forward.


Question 8
What is the central argument of the resource-based view of a firm?

a. A firm’s strategy should be defined in terms of its product/market positioning.
b. Firms position themselves strategically based on their resources and capabilities.
c. Firms position themselves strategically based on their products and services.
d. A firm bases its strategy on its best ideas.


Question 9
Which of the following choices best describes the essence of core competence as it relates to the resource-based view of the firm?

a. The collective learning in the organisation.
b. What the company does best.
c. The technical skills that exist in the organisation.
d. The assembly of management and worker talent that an organisation possesses.


Question 10
According to the model of the company value chain developed by Michael Porter, at which stage in the value chain can knowledge and capability be used for competitive advantage?

I. Purchasing and inbound logistics.
II. Operations and manufacturing.
III. Distribution, sales and marketing.
IV. Service delivery.
V. Research and development.

a. I, II and III only.
b. II, III and IV only.
c. I, III, IV and V only.
d. I, II, III, IV and V.


Question 11
Which of the following is not a category of competitive knowledge as identified by Michael Zack?

a. Core knowledge—The minimum level of knowledge required to play the game. It does not assure long-term viability or survival, but is the basic, industry-knowledge barrier to entry. Core knowledge is usually possessed by all members of an industry, and, therefore, only represents an advantage compared to non-industry members.
b. Advanced knowledge—Allows continued viability in an industry, providing similar levels and scope of knowledge as other capable members of an industry. Though often varying in content and application between competitors, this knowledge enables differentiation in strategy.
c. Innovative knowledge—Enables a firm to lead its industry and to stay ahead of its competitors, allowing clear differentiation from other members of an industry. Innovative knowledge may allow firms to change the rules of the game to secure further advantage. To ensure this position, innovation must be continual in the present competitive environment, as firms seek to replace their own innovations with new ones before competitors are able to do this.
d. Winner-takes-all knowledge—A unique assembly of knowledge that gives a firm an unassailable position ahead of its competitors. Commanding the rules of the game, advantage is assured, and other firms will adjust to this reality by recognising and accepting the market position of the leader, realistically only competing for second place. The market leader is able to dictate the pace of innovation and development of industry standards in a controlled way.


Question 12
What are essential characteristics of a firm’s strategic knowledge?

I. Unique.
II. Eternal.
III. Exploitable.
IV. Universal.
V. Valuable.
VI. Expendable.
VII. Defensible.

a. I, II, IV and VI only.
b. I, III, V, VII only.
c. II, IV, V and VII only.
d. I, II, III, IV, V, VI and VII.


Question 13
In which professional management discipline did KM originate?

I. Finance and accounting, where capability is developing in the valuation and measurement of intangible assets.
II. Information technology, which has become focused on information management.
III. Engineering and manufacturing, where computer-integrated engineering and manufacturing have moved in the direction of integrated, intelligent and flexible production systems.
IV. Operations management, that has adopted enterprise resource-planning systems.
V. Quality management, that has led the way with total-quality-management systems that embrace a holistic view of the performance of the enterprise.
VI. Research and development, where staff have become part of international networks of researchers exchanging intelligence.
VII. Human resource development, that has begun to focus on human capital as the most valuable and creative resource.
VIII. Marketing and sales, that have developed sophisticated customer-relationship management to reach, relate to and understand customers better.
IX. Strategic managers engaged in building alliances and joint ventures to promote collaboration and more rapid learning, and who have begun to focus on developing the core

competence of the company.

a. I, II, VI and IX only.
b. II, III, IV, V and VI only.
c. III, IV, V, VI and IX only.
d. I, II, III, IV, V, VI, VII, VIII and IX.


Question 14
Which of the following statements are consistent with the notion of KM being related to the core competence of the business?

I. Industries based on innovation, such as bio-technology or software development, which need to deliver advanced design fast, will use KM to accelerate the process of research and development, and to manage intellectual property.
II. Companies offering professional services will use KM to enhance their expertise, share ideas and experiences, and to manage intellectual property.
III. Industries founded on the creation of intangibles such as entertainment or publishing will employ KM to develop creative skills and networks, and to protect intellectual capital.

a. I and II only.
b. I and III only.
c. II and III only.
d. I, II and III.


Question 15
Ultimately, KM, even as a strategic activity, consists of the systematic management of the intellectual capabilities of people within enabling business, organisational and technical infrastructures.

Is the most effective way to promote these capabilities by understanding how to discover, organise, share and synthesise intellectual activity?

a. Yes, because KM is about the capability to support human creativity and the cycle of innovation, within appropriately integrated processes and technologies.
b. Yes, because KM essentially involves creating opportunities for people to converse more fully.
c. No, because this emphasis on a community of shared understandings may be part of KM, but if it is conceived as a strategic activity, KM must focus upon the capacity of senior executives to clearly determine the critical-knowledge resources of the enterprise and the strategic direction in which they will be driven.
d. No, because KM requires the leadership of knowledge champions to drive the project forward.


Question 16
Karl Erik Sveiby and Leif Edvinsson both developed models for the understanding and measurement of the intellectual assets of companies. Which of the following elements was not part of their overall approach to categorising intellectual capital?

a. People’s competence/human capital/values/skills/relationships.
b. Computer and communications literacy/investment in technology.
c. Internal structure/organisational capital/processes/innovation/culture.
d. External structure/customer capital/customer base/relationships.


Question 17
Are there problems with an information technology approach to KM?

a. Yes, while knowledge is carried in the heads of individuals it needs to be embedded in organisational routines to fully maximise its utility. Information technology is an effective means of moving information around from one head to another; organisational change is required to embed knowledge in routines.
b. No, information and knowledge are only loosely coupled, and decontextualised information is often of little use. Information technology is the key to providing context and understanding.
c. Yes, the difficulty is that both information hardware and software rarely achieve their potential since they tend to be designed from an information systems perspective rather than from the point of view of the end-user.
d. No, the quickest way to implement KM is to develop an enterprise intranet and portal, then give people the freedom to adapt it to their needs.


Question 18
Which of the following choices is not relevant to the effective implementation of KM projects?

a. Accepting that knowledge originates in people’s thinking, the task is to identify the potential members of knowledge communities and facilitate the building of knowledge relationships.
b. Technology may enable new knowledge behaviours, in providing a new platform for communication and collaboration.
c. As long as you can win the trust and support of key players, it will be possible to drive initiatives forward. Knowledge champions can overcome the usual mistrust and lack of understanding encountered with new management initiatives.
d. Quantitative and qualitative measurements are required to evaluate any KM initiative. For example, any savings and productivity increases may be quantified, but the enhancement of work group involvement and commitment requires qualitative measures.


Question 19
Which of the following are included by the American Productivity and Quality Centre (APQC) in its model of the stages of successful implementation of KM?

I. Creating a KM business case.
II. Justifying and gaining management support for the KM budget.
III. Developing a value proposition for KM based on the business strategy.
IV. Evaluating the effectiveness of KM programs.
V. Doing rigorous return on investment calculations and immediately abandoning projects that do not measure up.
VI. Understanding how and why KM programs evolve.

a. I, III, IV and V only.
b. I, II, III, IV and VI only.
c. II, III, IV, V and VI only.
d. I, II, III, IV, V and VI.


Question 20
Which of the following statements is best supported by recent evidence about KM?

a. KM is called many different things and every company has its own distinctive approach, but connecting all of these initiatives is a commitment by companies to developing the production and flow of knowledge, and the transmission and use of knowledge to create economic value.
b. KM is called by a great variety of names, relating to the origin of initiatives in different functional areas and with different objectives. This proliferation of views is simply part of the structure of a scientific revolution, and at this stage we need not worry about it too much.
c. KM, like all emerging disciplines, must overcome the present proliferation of views and approaches, and reach a firm consensus on what it is, and how it should be implemented. The sooner this is achieved the better, as so many initiatives going off in different directions, and calling themselves by different names, simply creates confusion.
d. KM, like many contemporary management ideas, is only a passing fashion and soon will be replaced by the next management fad. The emphasis on knowledge, capability and intangible value has all become overrated. Knowledge was always important to industry, and always will be, but to suggest that it can be managed is a dubious proposition.


Question 21
Intellectual Capital Management (ICM) encompasses a system of policies, processes, personnel, values and technology that enables IBM’s professionals to identify, store and efficiently re-use intellectual capital. The critical success factor for ICM is to embed it in the fabric of IBM’s business operations. The management framework addresses the elements that are critical for establishing a successful system of intellectual capital management and for initiating cultural and behavioural changes. It has allowed the ICM team to create a foundation and culture of networked communities that help practitioners to provide the best possible solutions to clients. IBM uses a systems approach to managing knowledge (Davenport & Prusak 1998), defined by the ICM framework. Each part of the framework is an essential element for successful operation of the entire system for managing knowledge. The establishment and nurturing of strong, committed, interlinked communities enable effective and efficient intellectual capital management throughout IBM. Knowledge sharing has to be valued and practised for ICM to work.

Which assertions are supported by the case details?

I. For IBM, technology is a solution in itself.
II. The success of solutions depends on the active contribution of the communities to increase the quality and content of relevant knowledge.
III. Solutions must support all three levels: enterprise, team or business unit, and individual.
IV. Solutions include the enterprise KM infrastructure, team and business unit collaboration, knowledge discovery and intelligence.

a. I, II and III only.
b. I, III and IV only.
c. II, III and IV only.
d. I, II, III and IV.


Question 22
The sources and flows of knowledge relating to Roche’s new drug-development program were clarified by the development of a knowledge map. What are the components of such a knowledge map?

I. Rewritten guideline—outlining key customer or regulator requirements.
II. A question tree—charting the questions that customers want answered.
III. Contents—framing how a company should answer customer questions.
IV. Knowledge links—mapping who should share what knowledge with whom, within the company ‘Yellow pages’.
V. KM business case.

a. I, II and V only.
b. II, III and IV only.
c. I, II, III and IV only.
d. I, II, III, IV and V.

Module 3 Cultural and individual aspects

Question 1
Organisations are now faced with continuous change in the way that business operates as a result of the rapid changes in technology. What have many organisations failed to take into consideration when attempting to adapt these changes to their KM programs?

a. Anticipation of the future.
b. The incremental and irregular nature of change.
c. The influence of culture.
d. Elimination of existing staff.


Question 2
Consider the following knowledge characteristics and choose the type of organisational knowledge that best fits these characteristics:

â–  Tacit and explicit knowledge transfer.
â–  The organisation as a creator of knowledge.
â–  Socialisation process of shared meanings.
â–  Encultured knowledge.

a. Individual knowledge.
b. Shared knowledge.
c. Knowledge complexity.
d. Socio-cultural knowledge.


Question 3
Consider the following knowledge characteristics and choose the type of organisational knowledge that best fits these characteristics:

â–  Unchartered and innovative knowledge.
â–  Complex and chaotic business environment.
â–  Culture as context.
â–  Knowledge spaces.
â–  Boundary transitions.

a. Individual knowledge.
b. Shared knowledge.
c. Knowledge complexity.
d. Socio-cultural knowledge.


Question 4
Which of the following is the most important of the cultural tools which enable and limit an individual’s ability to understand and act on reality?

a. Judgment.
b. Language.
c. Context.
d. Theory.


Question 5
An organisation is reviewing its KM program. Which of the following is most likely to promote knowledge sharing within the organisation?

a. Establishing a formal mentoring program for new employees.
b. Combining individual knowledge with the collective knowledge.
c. Communicating the vision, strategies and goals of the organisation.
d. Creating communities of practice (COPs) based on the organisation’s core competencies.


Question 6
Which of the following statements most accurately describes communities of practice (COPs)?

a. A technique used to engender change, connect with others and to capture knowledge that is leaving the organisation.
b. A combination of discrete knowledge that evolves into collective knowledge.
c. A means of ensuring that new employees feel included in the organisation and retaining organisational knowledge.
d. A group of people who deepen their knowledge by interacting on a continuing basis.


Question 7
Which of the following statements most accurately reflects organisational storytelling?

a. A technique used to engender change, connect with others and to capture knowledge that is leaving the organisation.
b. A combination of discrete knowledge that evolves into collective knowledge.
c. A means of ensuring that new employees feel included in the organisation and retaining organisational knowledge.
d. A group of people who deepen their knowledge by interacting on a continuing basis.


Question 8
Consider the following characteristics and choose one of the KM cultures listed below that best fits these characteristics.

â–  Knowledge is explicit and context free.
â–  Transfer involves organised and abstractive knowledge.
â–  Sameness with others in the group is valued.
â–  Individuals are independent of the group.

a. Vertical Individualism.
b. Horizontal Individualism.
c. Vertical-collective.
d. Horizontal-collective.


Question 9
Consider the following characteristics and choose one of the KM cultures listed below that best fits these characteristics.

â–  Knowledge is based on hierarchy.
â–  Transfer involves tacit and systemic knowledge.
â–  Authority is valued especially of the family.
â–  Individuals conform to the expectations of the group.

a. Vertical Individualism.
b. Horizontal Individualism.
c. Vertical-collective.
d. Horizontal-collective.


Question 10
Why is knowledge sharing the key driver of business in the 21st century?

a. It provides the organisation with the ability to transform itself and therefore anticipate the future.
b. The creation and transfer of knowledge is the central element of organisational advantage.
c. Organisations are able to meet the challenge of change while retaining the positive influence of culture.
d. The organisation’s social capital provides its employees with privileged access to information and opportunities.


Question 11
The Sheoak Bank’s Annual Report for 2004 included the following statement:

We are proud to announce that we have developed a culture of knowledge management which will see us well into the future and enable us to focus on competitive forces. Senior management is committed to supporting this knowledge venture, and to this end encourages reflection, enquiry and experimentation by employees. We invite employee input into decision making.

Has Sheoak Bank established the conditions for the organisation to be successful in reinventing itself to meet the needs of the future?

a. No, because it has not put in place reward mechanisms to encourage participation.
b. Yes, because it has created an environment designed to deal with change.
c. No, because it does not indicate that it has the technological infrastructure necessary for an effective KM program.
d. Yes, because it has created an environment that focuses on the competitive forces in the environment.


The following case note relates to the next 2 questions (questions 12 to 13)
Pedro’s and JoJo’s are two organisations using differing approaches to KM.

■ Pedro’s focuses its KM on information processing. Explicit knowledge is transferred and combined, and is also obtained through mutual interaction.
■ JoJo’s focuses its KM on organisational culture, acquiring knowledge through shared experience. Knowledge is internalised.


Question 12
Which company is better described as a learning organisation and why?

a. Pedro’s, because the study of a craft involves mutual interaction.
b. Pedro’s, because the combination of explicit knowledge creates new organisational information.
c. JoJo’s, because the sharing of knowledge achieves organisational goals.
d. JoJo’s, because the organisational culture is used for competitive advantage.


Question 13
Pedro’s has decided to create the conditions in which individuals and groups flourish because it wants to maximise its potential as a learning organisation. Which of the following are required to achieve this?

I. Ensuring that knowledge practices realise organisational goals.
II. Emphasising the role of organisational values in daily practices.
III. Emphasising the importance of learning for competitive advantage.

a. II only.
b. I and II only.
c. I and III only.
d. I, II and III.


The following case note relates to the next 2 questions (questions 14 to 15)
Glumer’s and Hammy’s are two organisations using KM practices. Both have set up intranets and databases to support these initiatives.

■ Glumer’s had a big launch of its KM program and gives pay bonuses to its employees every time they use the KM systems.
■ Hammy’s has handed the establishment of the KM to its managers and encourages its managers to include employees in decision-making.


Question 14
Which company is more likely to develop a knowledge-sharing culture?

a. Glumer’s because everyone can participate equally.
b. Glumer’s because employees will be proud of their organisation.
c. Hammy’s because management determines the employees’ commitment.
d. Hammy’s because cooperation is voluntary.


Question 15
Glumer’s has decided to further encourage its employees’ participation in KM by providing them with key rings, pen holders and diaries that are personalised and have the company logo on them. What outcomes are likely for KM?

a. There will be more involvement in KM.
b. It will have a negligible effect on KM.
c. Employees will become intrinsically motivated by KM.
d. It will challenge employees to share their knowledge.

Module 4 Knowledge management processes and practices

Question 1
What are the main components of a knowledge environment?

a. Data, information, knowledge, judgment, wisdom.
b. Sources, users, people, processes, systems.
c. Capture, organise, store, share, maintain.
d. Tacit, people, explicit, internal, external.


Question 2
Assess the adequacy of the following summary of the knowledge audit by selecting whether the statement is correct and complete.

The audit is a structured approach to finding out about the knowledge environment. The audit always looks at all elements—including user knowledge needs, knowledge sources, people, processes and systems. Another key aspect is to identify and quantify the time, cost and resources that are required to support the current way of working. The audit may be conducted using standard information-gathering approaches—including survey, interviews, focus groups, review and catalogue and facilitated brainstorming.

Statement correct? Statement complete?
I. Yes Yes
II. Yes No
III. No Yes
IV. No No


a. Part I.
b. Part II.
c. Part III.
d. Part IV.


Question 3
One of the simplest ways to ensure that information meets user needs is to have users involved in the knowledge project. Which of the following statements are valid ways that this might occur?

I. User review and feedback during the definition of key elements of the project.
II. User engagement directly on the project team to develop material.
III. Continuing involvement as the content owner accountable for maintenance of knowledge resources.

a. I and II only.
b. I and III only.
c. II and III only.
d. I, II and III.


Question 4
Which of the following list contains recorded or explicit knowledge sources only?

I. Filing systems, intranet sites, customers.
II. Service providers, commercial information sources, government web sites.
III. Formal publications, local shared storage, business applications.

a. I only.
b. II only.
c. III only.
d. II and III only.


Question 5
Which of the following statements lists only valid knowledge creation and development approaches?

I. Focus group, in-depth interview, competitive intelligence.
II. International information search, content development workshop, scientific testing.
III. Facilitated brainstorming, pilot or prototype, continuous development.

a. I only.
b. II only.
c. III only.
d. I and III only.


Question 6

Assess the adequacy of the following summary of knowledge capture by selecting whether the statement is correct and complete.

It is important to understand the required knowledge flow. If it is one-to-many then one tool will perform both a knowledge-capture and a knowledge-sharing function. If it is many-to-many then
standard templates should be used.

Key principles to consider are: knowledge types, capture at source, incorporate in day-to-day job processes, and content ownership and accountability. Knowledge leaders take the job of managing the knowledge-capture exercise. There are a number of approaches that may be used in the knowledge capture exercise.

First paragraph correct? Second paragraph correct?

I. Yes Yes
II. Yes No
III. No Yes
IV. No No


a. Part I.
b. Part II.
c. Part III.
d. Part IV.


Question 7
Which of the following are valid knowledge-capture approaches?

I. Quality assurance, surveys, other media.
II. Structured workshops, capturing expertise, document templates.
III. Content-development workshop, interviews, facilitated brainstorming.

a. I only.
b. II only.
c. III only.
d. I, II and III.


Question 8
Assess the adequacy of the following summary of the introduction to the KM function ‘organise and store knowledge’ by selecting whether the statement is correct and complete.

Once a body of information has been assembled, it is necessary to arrange and store it in a way that will provide easy access for knowledge users. The structure used should cater for users’preferred access methods. The information needs to be made available in a number of forms to meet the needs of different user groups. However, it is typically the case that the knowledge users and knowledge providers will search for knowledge in the same way. Existing knowledge bases should be assessed to determine suitability.

Statement correct? Statement complete?
I. Yes Yes
II. Yes No
III. No Yes
IV. No No


a. Part I.
b. Part II.
c. Part III.
d. Part IV.


Question 9
Select the best phrase from the list below to complete this statement:

‘Multiple indexes into the same knowledge base are ...’

a. Generally needed as a way to integrate knowledge from disparate sources.
b. Often required to match different user approaches to finding knowledge.
c. Only supported by online document libraries.
d. Independent of each other and structured into simple alphabetical lists.



Question 10
Which of the following contains only direct knowledge-sharing approaches?

I. Story telling, facilitated group discussion, train the trainer.
II. Coaching, on-the-job support, communities of practice.
III. Informal sessions, team meetings, document sharing, training.


a. I only.
b. II only.
c. II and III only.
d. I, II and III.


Question 11
Which of the following contains factors relevant to assessing knowledge-sharing media for use in a knowledge program?

I. Format, timeliness and fit with source.
II. Cost and resource to design, build, implement and manage change.
III. Integrate with and complement other media.

a. I and II only.
b. I and III only.
c. II and III only.
d. I, II and III.


Question 12
Which of the following would most likely increase use of a knowledge library implemented as part of an organisation’s knowledge program?

I. Improved education in the use of the library.
II. Encourage the users to participate in updating the documents in the library.
III. Establishment of a reward and recognition program for use of the library.

a. I and II only.
b. I and III only.
c. II and III only.
d. I, II and III.


Question 13
Which of the following are valid activities to be measured as part of a knowledge user recognition and reward scheme?

I. User assistance with reviews of new knowledge resources.
II. User participation or achievement in competitive quizzes to test knowledge.
III. Use of standard document templates in user’s work activities.

a. I and II only.
b. I and III only.
c. II and III only.
d. I, II and III.


Question 14
Which of the following activities are key factors in ensuring that knowledge is maintained?

I. Collection of statistics on how much each resource is being used.
II. Ensuring each item of content has a nominated owner accountable for upkeep of the resource.
III. Establishment of a managed review process for each resource system.

a. I and II only.
b. I and III only.
c. II and III only.
d. I, II and III.


Question 15
Is the diagram below an accurate representation of the KM process model?



a. Yes, this diagram accurately reflects knowledge flows.
b. No, because ‘Needs’ are a requirement of the target audience.
c. No, because ‘Select’ is a function of knowledge sources.
d. No, because ‘Needs’ are a requirement of the target audience and knowledge sources may be selected.


Question 16
Assess the adequacy of the following summary of the benefits of viewing and managing the knowledge activities as an integrated program by selecting whether the statement is correct and complete.

Key benefits of viewing and managing the knowledge activities as an integrated program include the ability to identify and leverage potential linkages between related knowledge activities, and the ability to assess the workload against available resources.

Statement correct? Statement complete?
I. Yes Yes
II. Yes No
III. No Yes
IV. No No


a. Part I.
b. Part II.
c. Part III.
d. Part IV.


Question 17
The manager of a customer call centre in a large enterprise wants to ensure that all 90 customer-facing staff have the knowledge required to answer customer enquiries promptly. Customer enquiries come in via telephone and email. The manager wants to start with a knowledge audit to assess the current environment and decides to initially survey all 90 customer-facing staff to look at their needs and then follow-up with focus groups to explore the issues raised in the surveys.

What else should the manager consider in order to fully understand the knowledge environment?

I. Review and catalogue all the systems that the customer-facing staff use (including IT, media types and other tools).
II. Examine all the processes that support customer-facing staff in their acquisition and use of knowledge.
III. Expand the survey to ask customer-facing staff about the knowledge sources they currently use.


a. I and II only.
b. I and III only.
c. II and III only.
d. I, II and III.


Question 18
Assess the adequacy of the following summary of key performance indicators (KPIs) by selecting whether the statement is correct and complete.

Key performance indicators (KPIs) are established as the first step in the program measurement and review process. These are items that can be monitored which indicate progress in achieving knowledge objectives. KPIs are usually quantitative (i.e. they give a numerical indication), but in rare cases they may also be qualitative (e.g. user feedback). Having determined KPIs,

it is then necessary to set targets for each. The targets must relate to the expected outcomes of the knowledge program.

Statement correct? Statement complete?
I. Yes Yes
II. Yes No
III. No Yes
IV. No No


a. Part I.
b. Part II.
c. Part III.
d. Part IV.


Question 19
When it comes to considering the establishment of a baseline to assess the progress and measure the impact of a KM program, which of the following statements are correct:

I. The baseline may be established from the initial knowledge audit.
II. The baseline captures all aspects of the knowledge environment.
III. It’s important to have current processes measured using the agreed KPIs.

a. I and II only.
b. I and III only.
c. II and III only.
d. I, II and III.

Module 5 Technology and knowledge activities

Question 1

Which statement best describes the critical factor that distinguishes the selection of ICT for KM as opposed to other projects?

a. People and organisational culture are more central to success in KM than to other projects.
b. Computers were designed to hold information not knowledge.
c. KM projects are likely to involve more fundamental changes to organisational processes than is true for other projects.
d. A balanced focus on people, processes and technology is required for successful KM projects.


Question 2
Which statements best describe the main roles of ICT in supporting KM?

I. The capture, storage and maintenance of explicit knowledge for later re-use.
II. The mediation and enhancement of knowledge transfers between people.
III. Enabling the creation of new human insight through the analysis of large or complex bodies of data and information.
IV. Enabling the spread of knowledge on a greater scale and with a greater speed than can be achieved by manual means.

a. I and III only.
b. I and IV only.
c. II and III only.
d. II and IV only.


Question 3
A student was asked the following question: ‘Provide a complex example of the primary role of ICT in supporting knowledge activities and explain the types of ICT used.’

As an answer, the student wrote the following:

A marketing analyst at a telecommunications company assesses the complex relationships between pricing plans, call volumes and durations, and churn statistics to determine the factors that indicate customers who are about to churn (that is, to move their service to a competitor). The analyst then suggests changes to the pricing plans to help lower the churn rate.


In this example, ICT mediates and enhances knowledge transfers in that the data warehouse (a form of storage ICT) contains a large amount of information already entered by other individuals and that information is summarised and analysed by the marketing analyst using business intelligence tools (a form of information discovery ICT).

Which of the following statements about the above student response is correct?

a. The response clearly describes the primary role of ICT and the use of ICT is well explained.
b. The response is inappropriate because it does not describe the primary role of ICT; however, it is clear and the use of ICT is well explained.
c. The response is inappropriate because it does not describe the primary role of ICT; however, it is clear and, whilst the explanation of the use of ICT does contain errors, it is largely

correct.
d. The response is inappropriate because it does not describe the primary role of ICT and the explanation of the use of ICT is incorrect.


Question 4
Which statement best describes the focus of a personal knowledge management tool?

a. To help individuals store and recall their information in a visual interface.
b. To assist individuals to store and organise their information and help generate new ideas or linkages.
c. To store, index and retrieve an individual’s information and help generate new insight.
d. To assist individuals to remember thoughts and link related information.


Question 5
Which statements do not fully represent principles for the selection and management of a collection of ICT tools to support knowledge activities?

I. Implement technology pilots.
II. Minimise the number of tools.
III. Minimise the number of suppliers.
IV. Re-use before buy.

a. II only.
b. IV only.
c. I and II only.
d. I and IV only.


Question 6
Which statement best describes the key difference between infrastructure and knowledge-focused tools?

a. Infrastructure tools are already implemented in many organisations while knowledge-focused tools support knowledge activities.
b. Infrastructure tools are in common use while knowledge-focused tools are not used as often.
c. Infrastructure tools serve other purposes while knowledge-focused tools are designed to support knowledge activities.
d. Infrastructure tools may be used for certain knowledge activities while knowledge-focused tools only support knowledge activities.


Question 7
Which statement best completes the following sentence?

The people of The Ivory Tower were eventually able to keep the kingdom prosperous because ...

a. of the way the people learnt from the application of magICT to their knowledge program.
b. they used knowledge activities to efficiently transfer knowledge about farming and factories to where it was needed.
c. they used magICT to make their knowledge management program successful.
d. of the successful KM program run by the knowms, the wizards, the serfs and the troubadours.


Question 8
A student was asked the following question: ‘List and explain the types of knowledge conversions and indicate which ones ICT generally supports and to what level. Briefly explain.’

As an answer, the student wrote the following:

Socialisation is not well supported by ICT. Externalisation is supported by some ICT in some circumstances. Internalisation is supported by some ICT in some circumstances. Combination is supported by most types of ICT. This is explained by the fact that all types of ICT were designed to store, manipulate or transmit information which is explicit by nature. Tacit knowledge is possessed by humans, not computers or communication devices.

Which of the following statements about the above answer is accurate?

The answer is correct The answer is complete

I. Yes No
II. No Yes
III. Yes Yes
IV. No No

a. Part I.
b. Part II.
c. Part III.
d. Part IV.



The following case note relates to the next 2 questions (questions 9 to 10)
XYZ Design Pty Ltd, a small enterprise that designs, manufactures and installs quality kitchens, is just starting up a KM program for the first time. The business objective is to increase customer satisfaction and reduce costs by reducing the number of installation defects. It has been found that 50 per cent of the defects result from a designer misunderstanding the customer needs and the other 50 per cent from an installer misunderstanding a design. It is rare that defects occur during manufacture. The company performs a knowledge audit and identifies the following ICT tools in use for ad hoc knowledge transfers:

â–  Desk-based telephones for office-based staff and mobile phones for the design consultants and installation staff who work with customers on their premises.
â–  All staff have access to Lotus Notesâ„¢ and use it for email.
â–  Some administrative staff also use Lotus Notesâ„¢ for threaded discussion.
â–  The company has an intranet which is maintained by a single individual.


Question 9
Given XYZ Design Pty Ltd’s objectives to increase customer satisfaction and reduce installation defects, what is the next step that XYZ Design Pty Ltd should take?

a. Develop a best practice guide for designers and publish it on the intranet.
b. Investigate the knowledge needs of the designers because the designs seem to be the root cause of the problems.
c. Investigate the knowledge needs of the installers, the designers and the manufacturing staff.
d. Use Lotus Notesâ„¢ threaded discussion to aid communication and coordination between the installers, the designers and the manufacturing staff.


Question 10
After six months of using Lotus Notesâ„¢ to improve communication and coordination between the installers, the designers and the manufacturing staff, XYZ Design Pty Ltd finds that defect rates

have reduced by 20 per cent. Which of the following statements describe logical next steps to reduce the defect rate further?

I. Assess the current knowledge needs of the design, manufacturing and installation staff.
II. Develop a best practice guide for designers and publish it on the intranet.
III. Develop an audio best practice guide for installers and distribute it to installers on audio CD-ROM.
IV. Audit the current knowledge environment.


a. I and IV only.
b. II and IV only.
c. III and IV only.
d. I, II and III only.

Module 6 Knowledge management business case

Question 1
Which of the following business case objectives are crucial for the successful introduction of a KM initiative?

I. Increases awareness and understanding of the initiative.
II. Provides a detailed understanding of the stakeholders.
III. Outlines the alignment with corporate strategy.
IV. Describes the value to the organisation.
V. Highlights the level of sponsorship.

a. I, II and V only.
b. I, III and IV only.
c. I, III and V only.
d. II, IV and V only.


Question 2
What elements should be included in the strategic vision of a business case?

a. The vision, strategic initiatives, opportunities, critical success factors, benefits.
b. The vision, strategic initiatives, opportunities, communication strategy, benefits.
c. The business strategy, strategic initiatives, opportunities, critical success factors, communication strategy.
d. The business strategy, strategic initiatives, business case, critical success factors, benefits.


Question 3
What are the most important dimensions of a KM framework?

a. Strategy, people and culture, technology, work process and organisation.
b. Strategy, financial, technology, work process and organisation.
c. People and culture, technology, work process, organisation and customers.
d. People and culture, strategy, work process, financial and customers.


Question 4
Which of the following factors are the most influential on the success of any KM project?

I. Business leaders must promote and support the program.
II. Staff must see and feel the benefit.
III. Sponsorship must come from multiple areas in the business.
IV. Demonstrate that KM has a measurable impact.
V. A cultural change program must be implemented.
VI. The customers must be involved.

a. I, II and III only.
b. I, II and IV only.
c. II, III and V only.
d. II, IV and VI only.


Question 5
What is the purpose of the concept paper?

a. It defines the project scope and provides detailed financial analysis of the benefits.
b. It provides a strategy for managing key stakeholders.
c. It describes the business problem you are trying to solve.
d. It establishes the objectives that will be measured in the post-implementation review.


Question 6
Which of the following accurately summarises the benefits that may accrue from KM projects?

a. Reduces time to market, increases productivity, reduces risk, creates new business.
b. Maintains staff, increases productivity, reduces risk, creates new systems.
c. Reduces time to market, increases productivity, reduces risk, creates new systems.
d. Maintains staff, increases productivity, reduces risk, creates new business.


Question 7
What is the greatest difficulty with the return-on-investment (ROI) method for calculating benefits?

a. It is a comparison between the past and the present and does not take into account future value.
b. Measuring intellectual capital is problematic.
c. Senior management want to see reduced costs in times of financial constraint.
d. The metrics that need to be used require a significant amount of effort to collate.


Question 8
What key benefits result from planning and implementing a comprehensive communications strategy for your KM project?

I. Sending a clear and easy-to-understand message to customers.
II. Maximising awareness and acceptance of your project.
III. Effectively targeting key users.
IV. Positioning your project advantageously through consistent key messages.

a. I and II only.
b. I and III only.
c. II and III only.
d. II and IV only.


Question 9
What are the critical questions to answer when examining your KM implementation project target audience?

I. Who has a role to play in the successful delivery of your project?
II. How many customers will benefit?
III. Who are your key decision makers?
IV. Who are your key influencers?

a. I, II and III only.
b. I, II and IV only.
c. I, III and IV only.
d. II, III and IV only.


Question 10
Which combination of options below forms the best sequence of communication activities to support the presentation of the KM business case?

I. Post-presentation follow-up.
II. Preparation and support material.
III. Presenting.
IV. Working with existing processes.
V. Socialisation.
VI. Positioning and promotion.


The order in which these activities occur is critical.

a. IV, II, VI, V, III and I.
b. IV, V, VI, III, II and I.
c. VI, III, II, IV, V and I.
d. VI, V, IV, III, II and I.


Question 11
What information should be presented in the post-implementation review (PIR) document?

a. An executive summary, introduction, project performance, project-management performance and lessons learned.
b. An executive summary, communication strategy, introduction, project performance and lessons learned.
c. An executive summary, introduction, concept paper, project performance, and project-management performance.
d. An executive summary, KM strategy, communication strategy, project performance, project-management performance and lessons learned.


Question 12
Why, according to the article by Marianne Broadbent (‘The phenomenon of knowledge management: what does it mean to the information profession?’), is an information management policy critical?

a. It defines who controls information.
b. Individuals see the information they possess as theirs, to own and manage and are reluctant to share their learning.
c. Users tend to share information freely without thinking of the consequences.
d. It describes the reward systems for sharing information.
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