Fictional Business Name: Accounting Advantage

My Responsibility is Step 3 & 4 (Structured and Unstructured Decision Making)

Our Fictional Business is an Accounting Firm

Learning Objectives

1. Describe a knowledge management system through the lens of a fictional business.
2.  Describe applications of personalization and customization for a fictional business.

3. Describe a situation where unstructured and structured decision making would take place.

Instructions

Step 1: Your fictional organization has agreed to develop a knowledge base to enhance the support that is offered to your customer base. Youve been tasked with providing an executive summary on why your organization will benefit from a knowledge management system and on identifying what should be included on your knowledge base. Describe why you will benefit from a knowledge management system (3-4 sentences) and identify which information categories will you have on your knowledge base (list of 5-8 items).

Examples: https://support.logitech.com/en_in/product/Knowledge%20Base

Logitech has the following information categories: mice and pointers, keyboards, webcams and camera systems, remotes and smart home, speakers and sound, headsets and earphones, gaming, mobile and tablet devices.
https://support.ancestry.com/s/

Ancestry.com has the following information categories: ancestryDNA, family trees, search and records, ancestry account, mobile, privacy
Step 2: How can your organization use personalization and customization to provide a better experience to customers? (3-4 sentences). Provide two examples of how your company can do this and find an example online of how your potential competitor is doing this, and include a screenshot of what they are doing.

Step 3: Describe a fictional example of an unstructured decision that your fictional business would need to make (3-4 sentences).

Step 4: Describe a fictional example of a structured decision that your fictional business would need to make (3-4 sentences).

Step 5: What will your executive information system digital dashboard contain (3-4 sentences)? Think about the data that you said you would capture in Activity 2.

 

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