Note: I have attached the study guide as well as one article from the online CSU Library as it is a requirement to use one source from there. The APA citing is listed at the bottom of this post for that article.


Choose one of the scenarios below (A or B) to complete the assignment.

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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 are times when some of your technicians know how to fix certain engine problems and others do 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 who troubleshoot and solve cleaning problems, such as removing certain carpet and water stains, addressing mold, and selecting the proper tools and products to use for other types of cleaning issues. You are thinking about this because there are times when some of your cleaning technicians know how to properly clean carpets and others do 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 that addresses the elements listed below.

  • 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 in length (not counting the title and reference pages), and you must also use at least two scholarly sources, one of which must come from the CSU Online Library. Any information from a source must be cited and referenced in APA format, and your paper must be formatted in accordance to APA guidelines.

Setiadi, R. (2019). ASSESSMENT OF UTILIZATION OF SOCIAL MEDIA MARKETING FOR PROVIDING RELIABLE INFORMATION-BASED DECISION MAKING FOR BUSINESS SERVICE EXCELLENCE IN HOTEL SECTOR. Journal of Management Information and Decision Sciences, 22(4), 398+. Retrieved from https://link-gale-com.libraryresources.columbiasou…


 Knowledge Management Systems and Business Intelligence: Enhancing Business Efficiency and Knowledge Sharing



Knowledge management systems play a crucial role in organizations by facilitating the effective sharing, organizing, and utilization of knowledge. In the context of small engine repair shops or cleaning services, implementing knowledge management systems can significantly enhance the efficiency and expertise of technicians. This paper explores the concept of knowledge management systems, expert systems, content management systems, and the benefits they offer to businesses. Furthermore, it discusses the advantages of business intelligence and the utilization of social media information systems in the selected scenario.


Role of Knowledge Management Systems

Knowledge management systems are designed to capture, store, organize, and distribute knowledge within an organization. These systems enable the effective sharing and dissemination of information, expertise, and best practices. They improve collaboration, reduce knowledge silos, and enhance decision-making processes (Donate & De Pablo, 2015). By implementing knowledge management systems, organizations can leverage their collective knowledge to address complex problems and make informed decisions.


Expert Systems

Expert systems are a type of knowledge management system that utilizes artificial intelligence (AI) to mimic human expertise and decision-making processes. They are designed to solve complex problems in specific domains by applying rules and algorithms. In the selected scenario, a small engine repair shop or a cleaning service could benefit from an expert system by providing technicians with access to a centralized knowledge repository. This system would enable technicians to access troubleshooting guides, repair procedures, and best practices, even if they lack prior experience. For instance, an expert system could provide guidance on troubleshooting engine problems or offer step-by-step instructions for removing specific carpet stains.


Content Management Systems

Content management systems (CMS) are another form of knowledge management system that focuses on organizing and delivering content. CMS facilitates the creation, modification, storage, and retrieval of digital content (IEEE Xplore – Page Not Found, n.d.). In the chosen scenario, implementing a content management system could enable technicians to access relevant manuals, articles, and videos related to their field. This system could provide them with up-to-date information on the latest cleaning techniques, recommended tools, and product usage guidelines. By using a CMS, the business could ensure that technicians have access to accurate and standardized information, resulting in improved service quality and customer satisfaction.


Benefits of Expert Systems

The business in the selected scenario can benefit from an expert system in several ways. Firstly, it can enhance the consistency and quality of services provided by technicians. By following predefined rules and guidelines, technicians can deliver consistent results, even if they are less experienced. Secondly, an expert system can reduce the time required for training new technicians. They can quickly access expert knowledge and learn from past experiences, accelerating their learning curve. For example, an expert system in a small engine repair shop can provide instructions on diagnosing common engine issues, helping technicians troubleshoot effectively.


Benefits of Content Management Systems

Implementing a content management system can bring numerous benefits to the business. Firstly, it enables efficient knowledge sharing among technicians. They can access a centralized repository of cleaning procedures, equipment usage guidelines, and safety protocols. This ensures that technicians are equipped with the most up-to-date information, leading to improved performance and reduced errors. Secondly, a content management system allows for easy updating and standardization of cleaning processes. By maintaining a centralized platform, the business can ensure that all technicians adhere to consistent standards and follow best practices, resulting in enhanced service quality.


Benefits of Business Intelligence

Business intelligence (BI) refers to the use of data analysis and reporting tools to gain insights and support decision-making processes. In the selected scenario, the business can benefit from BI by analyzing data related to customer preferences, service requests, and resource allocation. Firstly, BI can help identify trends and patterns in customer demands, enabling the business to customize its services accordingly. For instance, analyzing customer feedback data may reveal a rising demand for eco-friendly cleaning products, prompting the business to adopt sustainable practices. Secondly, BI can optimize resource allocation by analyzing operational data. It can identify bottlenecks in the cleaning or repair processes, enabling the business to allocate resources efficiently and streamline operations.


Utilizing Social Media Information Systems

Social media platforms provide valuable opportunities for businesses to obtain and share information and knowledge. In the selected scenario, the business can leverage social media to connect with customers, industry experts, and other relevant stakeholders (Kapoor et al., 2017). Firstly, the business can utilize social media to gather customer feedback, reviews, and preferences. By monitoring social media channels, they can gain insights into customer satisfaction levels, identify areas for improvement, and address customer concerns promptly. Secondly, social media platforms can serve as a platform for the business to share cleaning tips, industry news, and updates with its target audience. By creating engaging content, such as video tutorials or blog posts, the business can position itself as an expert in the field and build a loyal customer base.



In conclusion, knowledge management systems, including expert systems and content management systems, play a vital role in enhancing the efficiency and expertise of technicians in small engine repair shops or cleaning services. By leveraging these systems, businesses can centralize knowledge, improve service quality, and accelerate the learning process. Additionally, the adoption of business intelligence tools allows organizations to gain valuable insights from data, optimize operations, and cater to customer preferences effectively. Furthermore, utilizing social media information systems enables businesses to connect with customers, gather feedback, and share relevant knowledge, fostering customer engagement and loyalty. Embracing these technologies and systems can help businesses stay competitive and achieve long-term success.



Donate, M. J., & De Pablo, J. D. S. (2015). The role of knowledge-oriented leadership in knowledge management practices and innovation. Journal of Business Research, 68(2), 360–370.

IEEE Xplore – Page not Found. (n.d.). 

Kapoor, K. K., Tamilmani, K., Rana, N. P., Patil, P. P., Dwivedi, Y. K., & Nerur, S. P. (2017). Advances in Social Media Research: Past, Present and Future. Information Systems Frontiers, 20(3), 531–558. 



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