TB 03

Rainer, Information System, Third Canadian Edition Testbank
Chapter 3
Data and knowledge management
Question Type: True/False
1) The growing mounds of data have given rise to a new type of professional, the data scientist.
Answer: True
Learning Objective: Identify three common challenges in managing data, and describe one way
organizations can address each challenge using data governance.
Section Reference: Case 3.1 Big Data
Difficulty: Medium
2) The Information Silos are information that is stored and isolated in separate functional areas.
Answer: True
Difficulty: Easy
3) The decisions about hardware or software last longer, and have a broader impact, than decisions
about data.
Answer: False
Difficulty: Easy
4) The biggest problem today is gathering data and then using it properly.
Answer: False
Difficulty: Easy
5) Data governance is an approach to managing functional area information systems.

Answer: False
Difficulty: Easy
6) Increasing amounts of external data need to be considered in making organizational decisions.
Answer: True
Section Reference: 3.1 Managing Data
Difficulty: Easy
7) Data rot refers to the quality of the data itself.
Answer: False
Difficulty: Medium
8) Master data are a set of core data that span all of an enterprise’s information systems.
Answer: True
Difficulty: Easy
9) It is important for applications and data to be dependent on each other.
Answer: False
Learning Objective: Name six problems that can be minimized by using the database approach.
Learning Objective 2: 3.3 Demonstrate how to interpret relationships depicted in an entity-relationship
diagram.
Section Reference: 3.2 The Database Approach
Difficulty: Easy
10) Secondary keys have some identifying information but do not identify a file with complete accuracy.
Answer: True
Difficulty: Easy
11) A negative value for a student’s grade point average is an example of a data integrity problem.
Answer: True
diagram.
Difficulty: Easy
12) For the following entity-relationship diagram, the Student entity would have the foreign key.
Answer: False
Learning Objective 2: Demonstrate how to interpret relationships depicted in an entity-relationship
diagram.
Section Reference: 3.2 The Database Approach: Designing the Database
Difficulty: Easy
13) An entity is a person, place, thing, or event about which information is maintained.
Answer: True
diagram.
Difficulty: Easy
14) An attribute is any characteristic or quality that describes a particular entity.
Answer: True
diagram.
Difficulty: Easy
15) Modality is the minimum number of times an instance of one entity can be associated with an
instance of a related entity.
Answer: True
Difficulty: Easy
16) The secondary key is a field that identifies a record with complete uniqueness.
Answer: False
diagram.
Difficulty: Easy
17) Entity-relationship diagrams are documents that show the primary and secondary keys associated
with a conceptual data model.
Answer: False
diagram.
Section Reference: The Database Approach: Designing the Database
Difficulty: Easy
18) You would be an instance of your university’s STUDENT class.
Answer: True
diagram.
Difficulty: Easy
19) The relational database model is based on the concept of three-dimensional tables.
Answer: False
Learning Objective: Discuss at least one main advantage and one main disadvantage of relational
databases.
Section Reference: 3.3 Database Management Systems
Difficulty: Easy
20) A relational database is one big table that contains all the company’s records.
Answer: False
databases.
Difficulty: Easy
21) Structured query language is a relational database language that enables users to perform
complicated searches with relatively simple statements.
Answer: True
databases.
Difficulty: Easy
22) When data are normalized, attributes in the table depend on the primary key and any secondary
keys.
Answer: False
databases.
Difficulty: Easy
23) In a data warehouse, existing data are constantly purged as new data come in.
Answer: False
Learning Objective: Identify the six basic characteristics of data warehouses, and explain the advantages
of data warehouses and marts to organizations.
Learning Objective 2: Demonstrate the use of a multidimensional model to store and analyze data.
Section Reference: 3.4 Data Warehouses and Data Marts
Difficulty: Easy
24) An organization’s data warehouse generally maintains its operational data.
Answer: False
Difficulty: Easy
25) Online analytical processing (OLAP) involves the analysis of accumulated data by end users.
Answer: True
Difficulty: Easy
26) A data mart can be implemented more quickly than a data warehouse.
Answer: True
Difficulty: Easy
27) Data marts are designed for the end-user needs in a strategic business unit or department.
Answer: True
Difficulty: Easy
28) The Isle of Capri Casinos found its direct mail program was successful in providing a complete view
of the customers.
Answer: False
Section reference: IT’s About Business: The Data Warehouse at the Isle of Capri Casinos
Difficulty: Medium
29) Master data are generated and captured by operational systems.
Answer: False
Section Reference: 3.4 Data Warehouses and Data Marts: Governance
Difficulty: Easy
30) A data mart is a low-cost, scaled-down version of a data warehouse.

Answer: True
Difficulty: Easy
31) Tacit knowledge is the more objective, rational, and technical types of knowledge.
Answer: False
Learning Objective: List two main advantages of using knowledge management, and describe the steps
in the knowledge management system cycle.
Section Reference: 3.5 Knowledge Management
Difficulty: Easy
32) Explicit knowledge refers to the cumulative store of subjective learning, which is personal and hard
to formalize.
Answer: False
Difficulty: Easy
33) Knowledge is information in action.
Answer: True
Difficulty: Medium
34) When you start a job, you are given an employee handbook which contains the company’s tacit
knowledge.
Answer: False
Difficulty: Medium
35) When you start a job, you watch what other employees are doing and ask them to explain why they
do it in a particular way. They are sharing their tacit knowledge.
Answer: True
Difficulty: Medium
36) The data dictionary stores definitions of data elements, characteristics that use the data elements,
physical representation of the data elements, data ownership, and security.
Answer: True
databases.
Difficulty: Easy
Question Type: Multiple Choice
37) Which of the following is NOT a problem with Big Data?
a) Gathering data
b) Privacy
c) Security
d) Decision-making
Answer: a
38) Refer to Opening Case – Big Data. Which of the following is not a problem created by “Big Data”?
a) The data is not reliable.

b) The amount of data exceeds the available storage.
c) The existing networks can’t handle the volume.
d) It is more difficult to protect the data.
e) The vast amounts of data make decision making more complicated.
Answer: a
Learning Objective: Provide a real-world application of data and knowledge management.

Section Reference: Big Data
Difficulty: Medium
39) Which of the following has (have) the broadest impact on an organization?
a) Decisions about hardware.

b) Decisions about software.
c) Decisions about data.
d) Both “decisions about hardware” and “decisions about software.”
e) All of these have an equal impact.
Answer: c
Difficulty: Easy
40) It is difficult to manage data. For example, it is common for customers to move and for companies
to go out of business. This is an example of ___________.
a) Data degradation
b) Data rot
c) Data security
d) Scattered data
Answer: a
Difficulty: Easy
41) Which of the following is not a source for external data?
a) Commercial databases
b) Corporate databases
c) Sensors
d) Satellites
e) Government reports
Answer: b
Difficulty: Easy
42) Which of the following is not a reason why managing data is difficult over time?
a) New systems are developed.

b) The media the data are stored on becomes problematic.
c) New sources of data are created.
d) The amount of data increases exponentially.
e) All of these are reasons why managing data is difficult over time.
Answer: e
Difficulty: Medium
43) The amount of data we collect is ____________ over time, making it ________ difficult to manage
data.
a) Decreasing, less
b) Decreasing, more
c) Increasing, less
d) Increasing, more
Answer: d
Difficulty: Easy
44) Sarbanes-Oxley legally mandates that public companies evaluate and disclose the effectiveness of
their ________________.
a) IT policies
b) HR rules
c) financial controls
d) sales goals
Answer: c
Difficulty: Medium
45) Not including alphabetic characters in a Social Security Number field is an example of _____.
a) Data isolation.
b) Data integrity.
c) Data consistency.
d) Data redundancy.
e) Application/data dependence.
Answer: b
diagram.

Difficulty: Easy
46) For the following entity-relationship diagram, the attributes you would NOT expect to see in the
Computer entity are
a) manufacturer.
b) type (laptop or desktop).
c) memory size.
d) disk size.
e) student’s dorm room.
Answer: E
diagram.
Difficulty: Easy
47) For the following entity-relationship diagram, what could the primary key be in the Grade entity?
a) Primary key in Student entity

b) Primary key in Course entity
c) Its own primary key.
d) Primary key made up of the primary keys in Student entity and Course entity
e) It doesn’t need a primary key.
Answer: d
diagram.
Difficulty: Medium
48) In a jewelry store, a customer places an order for a piece of jewelry (for example, a silver pin in the
shape of a tulip). A customer could order more than one piece of jewelry at a time.
Which of the following entity-relationship diagrams is true?
Answer: d
diagram.
Difficulty: Medium
49) _____ occurs when applications cannot access data associated with other applications.
a) Data isolation
b) Data integrity
c) Data consistency
d) Data redundancy
e) Application/Data dependence
Answer: a

diagram.
Difficulty: Easy
50) _____ occurs when the same data are stored in many places.
a) Data isolation
b) Data integrity
c) Data consistency
d) Data redundancy
Answer: D
diagram.
Difficulty: Easy
51) Data ___________ ensures applications cannot access data associated with other applications.
a) Hermitting
b) Inconsistency
c) Isolation
d) Redundancy
Answer: c
Difficulty: Easy
52) _____ occurs when various copies of the data agree.
a) Data isolation
b) Data integrity
c) Data consistency
d) Data redundancy
Answer: c

diagram.
Difficulty: Easy
53) You have moved to a different apartment, but your electricity bill continues to be sent to your old
address. The Post Office in your town has which problem with its data management?
a) Data redundancy
b) Data inconsistency
c) Data isolation
d) Data security
e) Data dependence
Answer: b
diagram.
Difficulty: Medium
54) Place the following members of the data hierarchy in their correct order:
a) Bit – byte – field – record – database – file

b) Bit – field – byte – record – file – database
c) Byte – bit – record – field – database
d) Bit – byte – field – record – file – database
e) Bit – record – field – byte – file -- database
Answer: d
diagram.
Section Reference: 3.2 The Database Approach: The Data Hierarchy
Difficulty: Easy
55) Data ___________ ensures data meets system constraints.
a) Consistency
b) Independence
c) Integrity
d) Security
Answer: c
Difficulty: Easy
56) Data __________ is a problem minimized by databases.
a) Independence
b) Integrity
c) Isolation
d) Security
Answer: c
Difficulty: Easy
57) In the data hierarchy, the smallest element is the _____.
a) Record.
b) Bit.
c) Byte.
d) Character.
e) File.
Answer: b
diagram.
Difficulty: Easy
58) A _______ is eight ________.
a) bit, digits
b) Byte, characters
c) Bit, bytes
d) Byte, bits
Answer: d

Difficulty: Easy
59) A(n) _____ is a logical grouping of characters into a word, a small group of words, or a complete
number.
a) Byte
b) Field
c) Record
d) File
e) Database
Answer: b
diagram.
Difficulty: Easy
60) A(n) _____ is a logical grouping of related fields.
a) Byte
b) Field
c) Record
d) File
e) Database
Answer: c
diagram.
Difficulty: Easy
61) A(n) _____ is a logical grouping of related records.
a) Byte
b) Field
c) Record
d) File
e) Database
Answer: d
diagram.
Difficulty: Easy
62) A(n) _____ represents a single character, such as a letter, number, or symbol.
a) Byte
b) Field
c) Record
d) File
e) Database
Answer: a
diagram.
Difficulty: Easy
63) In a database, the primary key field is used to _____.
a) Specify an entity
b) Create linked lists
c) Identify duplicated data
d) Uniquely identify a record
e) Uniquely identify an attribute
Answer: d
diagram.
Difficulty: Easy
64) _____ are fields in a record that have some identifying information but typically do not identify the
record with complete accuracy.
a) Primary keys
b) Secondary keys
c) Duplicate keys
d) Attribute keys
e) Record keys
Answer: b
diagram.
Difficulty: Easy
65) As an individual student in your university’s student database, you are a(n) _____ of the STUDENT
class.
a) Instance
b) Individual
c) Representative
d) Entity
e) Relationship
Answer: a
diagram.
Difficulty: Medium
66) At your university, students can take more than one class, and each class can have more than one
student. This is an example of what kind of relationship?
a) One-to-one
b) One-to-many
c) Many-to-one
d) Many-to-many
e) Some-to-many
Answer: d
diagram.
Difficulty: Easy
67) In a university’s relational database, the student record contains information regarding the student’s
last name. The last name is a(n):
a) Attribute.
b) Entity.
c) Primary key.
d) Object.
e) File.
Answer: A
diagram.
Difficulty: Easy
68) A database management system is primarily a(n) _____.
a) File-handling program
b) Data-modeling program
c) Interface between applications and a database
d) Interface between data and a database
e) Interface between queries and a database
Answer: c
databases.
Difficulty: Easy
69) In the relational database model, related tables can be joined when they contain common _____.
a) Primary keys
b) Rows
c) Records
d) Columns
e) Files
Answer: d
databases.
Difficulty: Medium
70) __________________ allows users to perform complicated searches by using relatively simple
statements or keywords.
a) DBMS
b) QBE
c) SQL
d) SSK
Answer: c
databases.
Difficulty: Easy
71) _____ tell the database management system which records are joined with others in related tables.
a) Primary keys
b) Secondary keys
c) Common attributes
d) Common files
e) Common fields
Answer: a
databases.
Difficulty: Medium
72) Data dictionaries perform all of the following functions except:
a) Providing information on each record.

b) Providing information on why attributes are needed in the database.
c) Defining the format necessary to enter data into the database.
d) Providing information on the name of each attribute.
e) Providing information on how often attributes should be updated.
Answer: a
databases.
Difficulty: Medium
73) In a relational database, every row represents a(n) _____.
a) File
b) Record
c) Attribute
d) Primary key
e) Secondary key
Answer: b
databases.
Difficulty: Easy
74) A standardized language used to manipulate data is _____.
a) MS-Access
b) Oracle
c) Query-by-example language
d) Structured query language
e) Data-manipulation language
Answer: d
databases.
Difficulty: Easy
75) _______________ uses drag-and-drop features to search a database.
a) DBMS
b) QBE
c) SQL
d) DDF
Answer: b
databases.
Difficulty: Medium
76) Data dictionaries provide which of the following advantages to the organization?
a) They reduce data inconsistency.

b) They enable faster program development.
c) They make it easier to modify data and information.
d) Both “They enable faster program development.” and “They make it easier to modify data and
information.”
e) All of these
Answer: e
databases.
Difficulty: Easy
77) _____ is a method for analyzing and reducing a relational database to its most streamlined form.
a) Structured query
b) Normalization
c) Query by example
d) Joining
e) Relational analysis
Answer: b
databases.
Difficulty: Easy
78) When data are normalized, attributes in the table depend only on the _____.
a) Secondary key
b) Common attribute
c) Primary key
d) Common row
e) Common record
Answer: c
databases.
Difficulty: Easy
79) _____________ reduces a relational database to its most streamlined form.
a) A data dictionary
b) A database management system
c) Normalization
d) Streamlining
Answer: c
databases.
Difficulty: Easy
80) Normalized data occurs when attributes in the table depend only on the _______.
a) Data dictionary
b) Primary key
c) Record information
d) Secondary key
Answer: b
databases.
Difficulty: Easy
81) The data in a data warehouse have which of the following characteristics?
a) They are organized by subject.

b) They are coded in different formats.
c) They are updated in real time.
d) They are typically retained for a defined, but limited, period of time.
e) They are organized in a hierarchical structure.
Answer: a
Difficulty: Medium
82) The data in a data warehouse:
a) Are updated constantly in real time.

b) Are updated in batch mode, approximately once per day.
c) Are not updated.
d) Are purged constantly as new data enter.
e) Are available for MIS analysts, but not users.
Answer: c
Difficulty: Medium
83) The process of moving data from various sources into the data warehouse is called:
a) Uploading.
b) Extracting, transforming, and loading.
c) Online transaction processing.
d) Master data management.
e) Online analytical processing.
Answer: b
Difficulty: Easy
84) A data warehouse is a repository of __________ data.
a) Current
b) Historical
c) Queried
d)Numbered
Answer: b
Difficulty: Easy
85) Compared to data warehouses, data marts have which one of the following characteristics?
a) They cost less.

b) They have longer lead times for implementation.
c) They provide for central rather than local control.
d) They contain more information.
e) They are more difficult to navigate.
Answer: a
Difficulty: Medium
86) _____ is a formal approach to managing data consistently across an entire organization.
a) Database management
b) Enterprise information management
c) Data warehousing
d) Data governance
e) Data mart
Answer: d
Section Reference: 3.4 Data Warehouses and Data Marts: Data Governance
Difficulty: Easy
87) Which of the following statements is TRUE?
a) Databases are organized to make queries very easy.

b) Running queries in a data warehouse does not degrade database performance.
c) Databases are well-suited for making comparisons between records.
d) Querying databases is the most effective and efficient way of using data.
Answer: b
Difficulty: Hard
88) _____ provide(s) companies with a single version of the truth for their data.
a) Data warehouses
b) Data marts
c) Databases
d) Master data management
e) Enterprise information management
Answer: d
Difficulty: Easy
89) In data warehouses and data marts, data are stored in a multidimensional structure and visually
represented as a data cube. Figure 3.12 is an example of a data cube of sales with the dimensions of
product, geographic area, and time period (year). These are called business dimensions.
What would the business dimensions be for Walmart’s sales with its many sales transactions for many
products in many stores that would allow them to do weekly analysis?
a) Customer, product, and month

b) Customer, product, store
c) Customer, product, store, and month
d) Customer, product, store, and week
e) Product, store, and week
Answer: e
Difficulty: Medium
90) Organizations are turning to data governance for which of the following reasons?
a) They have too little data.

b) They are responding to federal regulations.
c) Their data are typically structured.
d) Their data are usually located in the organization’s databases.
e) Data across their organizations are generally consistent.
Answer: b
Difficulty: Hard
91) __________ involves the analysis of accumulated data and involves a __________.
a) OLAP, database
b) OLAP, data warehouse
c) OLTP, database
d) OLTP, data warehouse
Answer: b
Difficulty: Easy
92) _____ describe the activities of the business, whereas _____ categorize(s), aggregate(s), and
evaluate(s) data generated by the organization’s activities.
a) Transaction data, master data

b) Source data, transaction data
c) Operational data, master data
d) Master data, source data
e) Business dimensional data, databases
Answer: a
Difficulty: Medium
93) The Isle of Capri Casinos developed a data warehouse to ________________.

a) Enhance its knowledge of its customers
b) Target its promotions more precisely
c) Adjust the floor in each casino to optimize revenue and profit
d) All of the above
Answer: d
Difficulty: Easy
94) Refer to IT’s About Business – Isle of Capri Casinos. Capri Casinos decided it needed a data
warehouse for all of the following reasons except:
a) To process transactions faster.

b) To provide a complete view of the customer.
c) To enhance its marketing campaigns
d) To provide business users access to business-wide data.
e) To determine where to place its slot machines.
Answer: a
Section Reference: IT’s About Business: 5.3 The Data Warehouse at the Isle of Capri Casinos
Difficulty: Hard
95) _____ is a process that helps organizations identify, select, organize, disseminate, transfer, and
apply expertise that are part of the organization’s memory and typically reside inside the organization in
an unstructured manner.
a) Discovery
b) Knowledge management
c) Decision support
d) Online analytical processing
e) Data mining
Answer: b
Difficulty: Easy
96) _____ can be exercised to solve a problem, whereas _____ may or may not be able to be exercised
to solve a problem.
a) Knowledge, information
b) Data, information
c) Information, data
d) Information, knowledge
e) Data, knowledge
Answer: a
Difficulty: Medium
97) Explicit knowledge has which of the following characteristics?
a) Objective
b) Personal
c) Slow
d) Costly to transfer
e) Ambiguous
Answer: a
Difficulty: Medium
98) _____________ knowledge can be easily documented.
a) Complete
b) Explicit
c) Tacit
d) Intellectual
Answer: b
Difficulty: Easy
99) Tacit knowledge has which of the following characteristics?
a) Codified
b) Objective
c) Unstructured
d) Rational
e) Technical
Answer: c
Difficulty: Medium
100) ____________ knowledge is imprecise and costly to transfer.
a) Complete
b) Explicit
c) Tacit
d) Intellectual
Answer: c
Difficulty: Medium
101) Historically, management information systems have focused on capturing, storing, managing, and
reporting _____ knowledge.
a) Tacit
b) Explicit
c) Managerial
d) Geographical
e) Cultural
Answer: b
Difficulty: Medium
102) The most important benefit of knowledge management systems is:
a) They improve customer service.

b) They make best practices available to employees.

c) They enable the organization to retain scarce knowledge when employees retire.
d) They improve employee morale.
e) They make product development more efficient.
Answer: b
Difficulty: Medium
103) Which of the following is a challenge for developing a knowledge management system?
a) Employees must be willing to share their explicit knowledge.

b) It must be continually maintained and updated.
c) It makes human capital widely accessible.
d) All of the above are challenges
Answer: b
Difficulty: Medium
Question Type: Short Answer
104) Discuss why decisions concerning data structure have a broader impact than decisions concerning
hardware and software.
Difficulty: Medium
105) Discuss the difficulties involved in managing data.
Title: Assessment Question 3.105

Difficulty: Medium
106) Define each element of the data hierarchy, in order from smallest to largest.
diagram.
Difficulty: Medium
107) Discuss the advantages of the database approach.
diagram.
Difficulty: Medium
3.108) Describe entity-relationship modeling.
diagram.
Difficulty: Medium
109) Describe the relational database model.
databases.
Difficulty: Medium
110) Describe the characteristics of a data warehouse.
Difficulty: Medium
111) What are the advantages of a data mart?

Difficulty: Medium
112) Differentiate between explicit knowledge and tacit knowledge. Provide examples of each.
Difficulty: Medium
113) Describe the six steps of the knowledge management system cycle.
Difficulty: Medium
Question Type: Essay
114) Describe the various new sources for data, and provide an example of each.
Learning Objective: Provide a real-world application of data and knowledge management.

Section Reference: Big Data
Difficulty: Hard
115) Explain the six problems that can be minimized using the database approach.
diagram.
Difficulty: Medium
116) Identify and explain the advantages of the four characteristics of data warehouses.
Difficulty: Medium
117) Differentiate between master data and transaction data.
Difficulty: Hard
118) Why is data governance so important for organizations?
Difficulty: Hard

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Rainer, Information System, Third Canadian Edition Testbank

Question Type: True/False

5) Data governance is an approach to managing functional area information systems.

6) Increasing amounts of external data need to be considered in making organizational decisions.

7) Data rot refers to the quality of the data itself.

9) It is important for applications and data to be dependent on each other.

14) An attribute is any characteristic or quality that describes a particular entity.

18) You would be an instance of your university’s STUDENT class.

24) An organization’s data warehouse generally maintains its operational data.

29) Master data are generated and captured by operational systems.

30) A data mart is a low-cost, scaled-down version of a data warehouse.

33) Knowledge is information in action.

Question Type: Multiple Choice

37) Which of the following is NOT a problem with Big Data?

a) The data is not reliable.

Learning Objective: Provide a real-world application of data and knowledge management.

a) Decisions about hardware.

41) Which of the following is not a source for external data?

a) New systems are developed.

Section Reference: 3.2 The Database Approach

a) Primary key in Student entity

Which of the following entity-relationship diagrams is true?

Learning Objective 2: Demonstrate how to interpret relationships depicted in an entity-relationship

52) _____ occurs when various copies of the data agree.

Learning Objective 2: Demonstrate how to interpret relationships depicted in an entity-relationship

a) Bit – byte – field – record – database – file

55) Data ___________ ensures data meets system constraints.

56) Data __________ is a problem minimized by databases.

57) In the data hierarchy, the smallest element is the _____.

58) A _______ is eight ________.

Section Reference: 3.2 The Database Approach: The Data Hierarchy

60) A(n) _____ is a logical grouping of related fields.

61) A(n) _____ is a logical grouping of related records.

63) In a database, the primary key field is used to _____.

68) A database management system is primarily a(n) _____.

72) Data dictionaries perform all of the following functions except:

a) Providing information on each record.

73) In a relational database, every row represents a(n) _____.

74) A standardized language used to manipulate data is _____.

75) _______________ uses drag-and-drop features to search a database.

a) They reduce data inconsistency.

79) _____________ reduces a relational database to its most streamlined form.

a) They are organized by subject.

82) The data in a data warehouse:

a) Are updated constantly in real time.

84) A data warehouse is a repository of __________ data.

a) They cost less.

87) Which of the following statements is TRUE?

a) Databases are organized to make queries very easy.

a) Customer, product, and month

a) They have too little data.

a) Transaction data, master data

93) The Isle of Capri Casinos developed a data warehouse to ________________.

a) To process transactions faster.

97) Explicit knowledge has which of the following characteristics?

98) _____________ knowledge can be easily documented.

99) Tacit knowledge has which of the following characteristics?

100) ____________ knowledge is imprecise and costly to transfer.

102) The most important benefit of knowledge management systems is:

a) They improve customer service.

b) They make best practices available to employees.

a) Employees must be willing to share their explicit knowledge.

Question Type: Short Answer

58) A _ is eight __.