Scenario A You are the business owner of a local small engine repair shop, and y

Scenario A
You are the business owner of a local small engine repair
shop, and you have been thinking about implementing a knowledge management
system for your customer service technicians. You are thinking about this
because there were times when one of your technicians knew how to fix certain
engine problems and others did not. Providing a central knowledge repository
could help share troubleshooting and repair knowledge among your technicians.
Scenario B
You are the business owner of a local cleaning service, and
you have been thinking about implementing a knowledge management system for
your cleaning technicians, especially for those that troubleshoot and solve
cleaning problems such as removing certain carpet and water stains or
addressing mold and selecting the proper tools and products to use for other
types of cleaning issues. You are thinking about this because there were times
when one of your cleaning technicians knew how to properly clean carpets and
others did not. Providing a central knowledge repository could help share
cleaning knowledge among your cleaning technicians.
After you chose your scenario (A or B), compose a paper in
response to the following items:
Explain the role of knowledge management systems.
Explain what is meant by expert systems.
Explain what is meant by content management systems.
Discuss how the business in the selected scenario could
benefit from an expert system and a content management system and provide two
examples for each type of system.
Discuss how the business in the selected scenario could
benefit from business intelligence and provide two examples of these benefits.
Discuss how the business in the selected scenario can use
social media to not only obtain information and knowledge but to share it as
well, and provide two examples of how the business might use social media
information systems.
Your paper must be at least two pages long, and you must
also use at least two scholarly sources