1- You work on the customer software support desk of a large software manufactur
ID: 3580983 • Letter: 1
Question
1-You work on the customer software support desk of a large software manufacturing firm as an entry-level manager. The software support specialists need both explicit and tacit knowledge. Describe the types of explicit and tacit knowledge that would be useful to such workers. How would you capture each type of knowledge?
2- Many of us use heuristics each day in completing ordinary activities such as planning our meals, executing our workout routine, or determining what route to drive to school or work. Imagine that you are developing the rules for an expert system to help you in a specific activity. What rules or heuristics would you include?
Explanation / Answer
1. Explicit Knowledge is the knowledge i.e obtained by reading the available content on various sources.
tacit knowledge is the knowledge that can be obtained by personal experience.
As an entry-level manager it is important to learn things by the daily activities or the tasks that you are getting daily. And it is important for someone to document or capture the Tacit knowledge so that it will be converted to Explicit Knowledge.
The main objective of the Tacit and Explicit knowledge is that it should be shared and accessible to others so that it will be avialable and helpful to others to get things.
You can acquire knowledge by solving various tasks that are assigned to you and then writing or storing them somewhere so that others can access that information.
The efforts that are involved in solving the tasks and the several ways in which you are solving it will help you in acquiring this knowledge.
2) The rule set that we are going to use for an expert system will include the information gained from user experiences.
Suppose if we want to build an expert system for finding a route to office or school, then the rule system should consists of all the rules that drives you from the source to destination.
IF (there is traffic) then Route X else Route Y
IF (there is rain and traffic) then Route Z
IF (Weekeday) then Route P else Route Q
these are some sample rules or heuristics that can be used to build an expert system.
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