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12 Contents

11.2 Enterprise-Wide Knowledge Management Systems 454
Enterprise Content Management Systems 455 • Knowledge Network
Systems 456 • Collaboration And Social Tools and Learning Management
Systems 456
11.3 Knowledge Work Systems 457
Knowledge Workers and Knowledge Work 457 • Requirements of
Knowledge Work Systems 458 • Examples of Knowledge Work Systems 459
◆ Interactive Session: Technology Firewire Surfboards Lights Up with CAD 460
11.4 Intelligent Techniques 463
Capturing Knowledge: Expert Systems 463 • Organizational Intelligence:
Case-Based Reasoning 466 • Fuzzy Logic Systems 467 • Machine
Learning 468
◆ Interactive Session: Organizations Albassami's Job is not Feasible without
IT 469
Intelligent Agents 473 • Hybrid AI Systems 474
Learning Track Module: Challenges of Knowledge Management Systems 474
Review Summary 475 • Key Terms 476 • Review Questions 476 • Discussion
Questions 477 • Hands-On MIS Projects 477 • Video Cases 478 • Collaboration
and Teamwork Project 478
◆ Case Study: Knowledge Management and Collaboration at Tata Consulting
Services 479

Chapter 12 Enhancing Decision Making 482

◆ Opening Case: Moneyball: Data-Driven Baseball 483
12.1 Decision Making and Information Systems 485
Business Value of Improved Decision Making 485 • Types of Decisions 485
• The Decision-Making Process 487 • Managers and Decision Making in
the Real World 488 • High-Velocity Automated Decision Making 491
12.2 Business Intelligence in the Enterprise 492
What Is Business Intelligence? 492 • The Business Intelligence
Environment 493
◆ Interactive Session: Organizations Analytics Help the Cincinnati Zoo Know Its
Customers 494
Business Intelligence and Analytics Capabilities 496 • Management
Strategies for Developing BI and BA Capabilities 500
12.3 Business Intelligence Constituencies 501
Decision Support for Operational and Middle Management 501 • Decision
Support for Senior Management: Balanced Scorecard and Enterprise
Performance Management Methods 504 • Group Decision-Support Systems
(GDSS) 505
◆ Interactive Session: Management Colgate-Palmolive Keeps Managers Smiling
with Executive Dashboards 506
Learning Track Module: Building and Using Pivot Tables 508
Review Summary 508 • Key Terms 509 • Review Questions 509 • Discussion
Questions 510 • Hands-On MIS Projects 510 • Video Cases 511 • Collaboration
and Teamwork Project 511

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