ujian tengah semester ganjil tahun akademik 2021/2022
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UJIAN TENGAH SEMESTER GANJIL TAHUN AKADEMIK 2021/2022
MATA KULIAH : PROGRAM STUDI : KELAS : PAGI/ MALAM HARI/TANGGAL : WAKTU : 1 MINGGU FAKULTAS : TEKNIK SIFAT UJIAN : TAKE HOME EXAM (Open Book/Resources)
Petunjuk Umum
1. Jawaban dikerjakan dirumah dengan waktu pengerjaan maksimal 1 (satu) minggu yang dimulai pada waktu yang tertera di soal sampai dengan Minggu Kedua UTS
2. Jawaban dikirim dengan cara men-upload ke Portal Mahasiswa SISKAMAYA UTS PALING LAMBAT adalah 1 (satu) minggu berikutnya di HARI yang sama, maksimal pada JAM kuliah berakhir. JAWABAN UTS akan tercatat sebagai ABSENSI MENYELESAIKAN UTS.
3. Mahasiswa tidak diperkenankan untuk memasukan/men-upload JAWABAN UTS melampaui Jadwal yang ditetapkan (Sistem Terkunci).
4. Periksalah jawaban saudara sebelum di-upload ke Portal 5. Jawaban yang sama persis (SIMILAR) akan dianggap sebagai kecurangan.
Reading 1
If your IT service desk is struggling to cope with the volume of IT incidents and service requests,
added pressures such as shrinking budgets and higher employee expectations of service and
support—then knowledge management will be a great help to your operations, your people, and
the employees you serve.
WHAT IS KNOWLEDGE MANAGEMENT?
There are various definitions, especially available online. In terms of IT service management
(ITSM) best practice, ITIL 4 Foundation Edition describes its purpose as: “… to maintain and
improve the effective, efficient, and convenient use of information and knowledge across the
organization.”
Whereas Wikipedia provides a more detailed definition:
“Knowledge management is the process of creating, sharing, using and managing the
knowledge and information of an organization. It refers to a multidisciplinary approach to
achieving organizational objectives by making the best use of knowledge.”
It’s vital to appreciate the latter half of this definition. Because while “creating, sharing, using,
and managing” knowledge is important to businesses, it’s what’s done with that knowledge that
ultimately counts. In fact, one could argue that knowledge has little value until it’s proactively
used in achieving a desired outcome (and creating business value).
Being able to engage users through a contextualized knowledge approach will play a key role
not only in the creation of knowledge, but also in its use. This can be achieved through
a knowledge management solution that allows you to go beyond the knowledge article and offer
an engaging knowledge experience that will reach anyone within your organization.
WHY IS KNOWLEDGE MANAGEMENT IMPORTANT FOR ORGANIZATIONS?
There are a variety of benefits to be realized through effective knowledge management, no matter
the IT or business use case. These very much relate to augmenting the knowledge and skills, and
thus the capabilities of employees such that they can do more, quickly, and potentially with better
outcomes. Ultimately, knowledge management makes us, and what we achieve, better—both
individually and collectively.
Plus, the ability to retain knowledge in the event that key people leave (and also for the
enablement of their successors). More recently, however, knowledge management is also playing
a key role in enabling new technologies based on artificial intelligence (AI)—there’s more on
this in the next sections.
1. What is the synonym of `struggle` based on the reading above? (p. 1, l.1)
a. Encounter
b. Accord
c. Agreement
d. Calm
e. Truce
2. What is the antonym of `shrinking` based on the reading above? (p.1, l.2)
a. Declining
b. Extroverted
c. Retiring
d. Timid
e. Bashful
3. What is `knowledge management` according to ITSM best practice?
a. “… to maintain and improve the effectiveness, efficient, and convenient use of
information and knowledge across the organization.”
information and knowledge across the organization.”
c. “… to maintain and improve the effective, efficient, and convenient use of information
and knowledge across the organization.”
d. “… to maintaining and improve the effective, efficient, and convenient use of
information and knowledge across the organization.”
e. “… to maintain and improving the effective, efficient, and convenient use of
information and knowledge across the organization.”
4. What is `knowledge management` according to Wikipedia?
a. Knowledge management is the process of creating, sharing, using and managing the
knowledge and information of an organization
b. Knowledge management is the process of create, sharing, using and managing the
knowledge and information of an organization
c. Knowledge management is the process of creating, share, using and managing the
knowledge and information of an organization
d. Knowledge management is the process of creating, sharing, use and managing the
knowledge and information of an organization
e. Knowledge management is the process of creating, sharing, using and manage the
knowledge and information of an organization
5. Why it`s vital to appreciate the latter half of Wikipedia`s knowledge management
definition?
a. It’s what done with that knowledge that ultimately counts
b. It’s what’s done with that knowledge that ultimately counts
c. It what’s done with that knowledge that ultimately counts
d. It’s what’s done within that knowledge that ultimately counts
e. It’s what’s done with that knowledge that ultimately count
6. What is the benefit of effective knowledge management based on the reading above?
(p.6, l.1)
a. Knowledges management makes us, and what we achieve, better—both individually
and collectively
b. Knowledge management make us, and what we achieve, better—both individually and
collective
c. Knowledge management makes us, and what we achieve, better—both individually
and collectively
d. Knowledge management makes us, and what we achieves, better—both individually
and collectively
e. Knowledge management makes us, and what we achieve, better—both individual and
collectively
7. What is the meaning of `key role` based on the reading above? (p.7, l.3)
a. Important message
b. Important delivery
c. Important car
d. Important news
e. Important function
Current ITSM trends focus on Knowledge Management, Self-Service, and Self-Help. With this
comes the uncertainty, and complexity, of implementing an effective and well-designed
knowledge management process, and while challenging, this doesn’t mean you can shy away
from it.
According to findings from "The State of Knowledge Management: 2016-17 KMWorld Survey,”
knowledge management is gaining momentum and encouragement. More than one-third of those
surveyed, 38%, said they don’t have any knowledge management structure in place or are sitting
in the “exploration stage.”
If you’re in the early stages of planning for your knowledge management system, or maybe
you’ve already tried and failed at your knowledge management attempt, this article is for you.
We’re sharing the top four mistakes companies make when implementing a knowledge
management method.
After reading this, you can rest easy knowing you can avoid these costly errors!
1. DOING THINGS THE SAME OLD WAY
There’s nothing wrong with tradition and following what’s been tried and true. But, if you want
to succeed at knowledge management, you must cater to your users and the style of experience
they want—more knowledge at their fingertips, that’s readily available and accessible with just
a few keystrokes.
Many companies keep using their same knowledge strategy of gathering as much information as
they can, but in the end, it’s rarely updated and barely used. This method is not the best if you
want to succeed in the long run.
One thing you can do is change how you deliver your knowledge. Search engines are fine, but
they only take individuals so far if the person doesn’t know what to search for. Your best option
is implementing a tool that helps create an interactive and engaging knowledge experience, and
that empowers employees, because at the end of the day, people want the ability to solve their
own problems, but they won’t if it’s too hard. Plus, if your employees help themselves, then you
can realize true ROI of your knowledge base where you see 30% less calls to the service desk—
so it’s a win-win for everyone!
2. HAVING A "BUILD IT AND THEY WILL COME" MENTALITY
Many organizations think knowledge management is simply building a massive repository of
knowledge articles, and that this act alone will encourage people to use it. However, nothing
could be further from the truth. Creating a knowledge base is not the end. Once developed, it
company wide.
For instance, when a user calls for something you know is in the knowledge base, take a few
minutes instructing him or her on navigating the system, and show how to find the answer
quickly. It may take longer to resolve this particular call, but it may save the user from making
additional calls in the future. This is a great example of promoting knowledge management and
training users at the same time.
3. SPREADING THE KNOWLEDGE TOO THIN
One of the biggest mistakes when building a knowledge base is going too big too fast. Don’t try
to get all the knowledge in there just yet. Ambitious deployments almost always result in a
knowledge base that is solid in places but spread so thin in others that it weakens the entire
system. If users can’t find answers, they will quickly stop using the tool, leaving you with an
uphill battle to get them back on board.
In the early stages, focus on the depth and quality of the information, rather than quantity.
Concentrate on what matters most, what would solve the most problems today, and grow from
there. Users must know that the information in your knowledge management system is reliable
and accurate, which builds trust between them and the initiative, which means you now have
advocates supporting the implementation.
8. What is the meaning of `self-service` based on the reading above? (p. 1, l.1)
a. the system where customers select goods for themselves or service their car for themselves
and pay a cashier
b. the system whereby customer select goods for themselves or service their car for
themselves and pay a cashier
c. the system whereby customers select goods for themself or service their car for themselves
and pay a cashier
d. the system whereby customers select goods for themselves or service their car for
themselves and pay a cashier
e. the system whereby customers select goods for themselves or service their cars for
themselves and pay a cashier
9. What is the meaning of `self-help` based on the reading above? (p. 1, l.1)
a. the use of one own efforts and resources to achieve things without relying on others
b. the use of one's owns efforts and resources to achieve things without relying on others
c. the use of one's own efforts and resources to achieve things without relying on others
d. the use of one's own effort and resources to achieve things without relying on others
e. the use of one's own efforts and resource to achieve things without relying on others
10. Whose findings that informs us that knowledge management is gaining momentum and
encouragement?
d. The States of Knowledge Management: 2016-17 KMWorld Survey
e. The State of Knowledge Management: 2016-17 KMWorld Survey
11. What is the best method if you want to succeed in the long run in developing your own
knowledge management? (p.6, l.2)
a. Agree how you deliver your knowledge
b. Copy how you deliver your knowledge
c. Stagnate how you deliver your knowledge
d. Adjust how you deliver your knowledge
e. Uniformly how you deliver your knowledge
12. What is your best option in developing your own knowledge management? (p.7, l.2)
a. Nonfulfilling a tool that helps create an interactive and engaging knowledge experience
b. Nonferformancing a tool that helps create an interactive and engaging knowledge
experience
c. Mechanizing a tool that helps create an interactive and engaging knowledge experience
d. Undispatching a tool that helps create an interactive and engaging knowledge
experience
e. Unoperating a tool that helps create an interactive and engaging knowledge experience
13. What organizations think on knowledge management? (p.8, l.1)
a. They think it is simply building a massive repository of knowledge articles
b. They think it is simply building a massive repository of knowledge article
c. They think it is simply building massive repository of knowledge articles
d. They think it was simply building a massive repository of knowledge articles
e. They thought it is simply building a massive repository of knowledge articles
14. What is the early stages requirement of knowledge management? (p.11, l.1)
a. The in depth and quality of the information
b. The depth and quality of the information
c. The depth and quality of the informations
d. the depth and qualities of the information
e. The depth and quality of the informants
Reading 3
Motivation is incitement or inducement to act or move. It is the process of inducing the employees
of an organization to act in a predetermined desired manner so as to achieve organizational goals.
At the core of this concept, lies three important sub-concepts. They are Motive, Motivation, and
Motivator.
Motive refers to the inner state of mind that initiates and controls behavior towards business goals.
They directly correspond to the needs of individuals.
Motivation is the process of stimulating action by understanding the needs of employees and by
utilizing their motives. The motivator is the technique used for motivation such as pay bonuses,
promotion among others.
Importance of Motivation in an Organization.
The process of motivation plays a very important role in any organization, profit, or non-profit.
The managerial process of direction is driven primarily by the process of motivation as it creates
within the mind of an employee the desire to work in the direction determined by the manager.
The following aspects may be considered under this head:
1. Increases Productivity
Motivation is a process that leads to an increase in the productivity of the employee. Motivation
meets the needs of the employee and thereby creates the drive to work to the best of his abilities.
A well-employee will be willing to put in more effort towards the betterment of the organization
than another disheartened employee.
2. Ensures Organizational Efficiency
Motivation plays an important role in changing the attitudes of the employees in the organization.
An Indifferent attitude is extinguished most efficiently by motivation. The presence of such a
favorable attitude allows the organization to thrive and be successful.
3. Ensures Loyal Workforce
A well-motivated workforce is a loyal workforce. Motivated employees have high levels of morale
and commitment towards the organization and its goals and objectives. Motivation thus reduces
employee turnover and reduces the need for constant induction of new employees.
15. What is the meaning of `motivation` based on the reading above? (p.1, l.1)
a. The processes of inducing the employees of an organization to act in a predetermined
desired manner so as to achieve organizational goals
b. The process of inducing the employee of an organization to act in a predetermined
desired manner so as to achieve organizational goals
c. The process of inducing the employees of an organization to act in a predetermined
desired manner so as to achieve organizational goals
d. The process of inducing the employees of an organizations to act in a predetermined
desired manner so as to achieve organizational goals
e. The process of inducing the employees of an organization to act in a predetermined
desired manners so as to achieve organizational goals
16. What is the synonym of `incitement` based on the reading above? (p.1, l.1)
a. Instigation
b. Hindrance
c. Barrier
d. Deterrent
e. Drawback
a. The inner state of mind that initiates and controls behavior towards business goal
b. The inner state of mind that initiates and controls behavior towards business goals
c. The inner states of mind that initiates and controls behavior towards business goals
d. The inner state of mind that initiate and controls behavior towards business goals
e. The inner state of mind that initiates and control behavior towards business goals
18. What does `Motivation` refer to (p.3, l.1)
a. The process of stimulating action by understanding the needs of employee and by
utilizing their motives
b. The process of stimulating action by understanding the needs of employees and by
utilizing their motive
c. The process of stimulating action by understanding the needs of employees and by
utilizing their motives
d. The processes of stimulating action by understanding the needs of employees and by
utilizing their motives
e. The process of stimulating actions by understanding the needs of employees and by
utilizing their motives
19. What does `motivator` refer to? (p.3, l.2)
a. The technique use for motivation such as pay bonuses, promotion among others
b. The technique used for motivation such as pay bonuses, promotion among other
c. The technique used for motivation such as pay bonus, promotion among others
d. The techniques used for motivation such as pay bonuses, promotion among others
e. The technique used for motivation such as pay bonuses, promotion among others
20. Does the process of motivation plays important role in our daily lives? (p.4, l.1)
a. No, it doesn’t
b. No, only a part of it
c. Yes, most of it
d. Yes, it does.
e. Yes but only a few
21. What is the synonym of `lead` based on the reading above (p.5, l.1)
a. Center
b. Disadvantage
c. Start
d. Interior
e. Rear
22. What is the synonym of `indifferent` based on the reading above? (p.6, l.2)
a. Biased
b. Caring
c. Compassionate
d. Concerned
e. Aloof
Reading 4
Continuous improvement programs are sprouting up all over as organizations strive to better
themselves and gain an edge. The topic list is long and varied, and sometimes it seems as though
a program a month is needed just to keep up. Unfortunately, failed programs far outnumber
successes, and improvement rates remain distressingly low. Why? Because most companies have
failed to grasp a basic truth. Continuous improvement requires a commitment to learning.
How, after all, can an organization improve without first learning something new? Solving a
problem, introducing a product, and reengineering a process all require seeing the world in a new
light and acting accordingly. In the absence of learning, companies—and individuals—simply
repeat old practices. Change remains cosmetic, and improvements are either fortuitous or short-
lived.
A few farsighted executives—Ray Stata of Analog Devices, Gordon Forward of Chaparral Steel,
Paul Allaire of Xerox—have recognized the link between learning and continuous improvement
and have begun to refocus their companies around it. Scholars too have jumped on the bandwagon,
beating the drum for “learning organizations” and “knowledge-creating companies.” In rapidly
changing businesses like semiconductors and consumer electronics, these ideas are fast taking
hold. Yet despite the encouraging signs, the topic in large part remains murky, confused, and
difficult to penetrate.
Meaning, Management, and Measurement
Scholars are partly to blame. Their discussions of learning organizations have often been
reverential and utopian, filled with near mystical terminology. Paradise, they would have you
believe, is just around the corner. Peter Senge, who popularized learning organizations in his
book The Fifth Discipline, described them as places “where people continually expand their
capacity to create the results they truly desire, where new and expansive patterns of thinking are
nurtured, where collective aspiration is set free, and where people are continually learning how to
learn together.”1 To achieve these ends, Senge suggested the use of five “component
technologies”: systems thinking, personal mastery, mental models, shared vision, and team
learning. In a similar spirit, Ikujiro Nonaka characterized knowledge-creating companies as places
where “inventing new knowledge is not a specialized activity…it is a way of behaving, indeed, a
way of being, in which everyone is a knowledge worker.”2 Nonaka suggested that companies use
metaphors and organizational redundancy to focus thinking, encourage dialogue, and make tacit,
instinctively understood ideas explicit.
Sound idyllic? Absolutely. Desirable? Without question. But does it provide a framework for
action? Hardly. The recommendations are far too abstract, and too many questions remain
unanswered. How, for example, will managers know when their companies have become learning
organizations? What concrete changes in behavior are required? What policies and programs must
be in place? How do you get from here to there?
Most discussions of learning organizations finesse these issues. Their focus is high philosophy and
grand themes, sweeping metaphors rather than the gritty details of practice. Three critical issues
are left unresolved; yet each is essential for effective implementation. First is the question
of meaning. We need a plausible, well-grounded definition of learning organizations; it must be
actionable and easy to apply. Second is the question of management. We need clearer guidelines
for practice, filled with operational advice rather than high aspirations. And third is the question
of measurement. We need better tools for assessing an organization’s rate and level of learning to
ensure that gains have in fact been made.
Once these “three Ms” are addressed, managers will have a firmer foundation for launching
learning organizations. Without this groundwork, progress is unlikely, and for the simplest of
reasons. For learning to become a meaningful corporate goal, it must first be understood.
23. What is the synonym of `strive` based on the reading above? (p.1, l.1)
a. Neglect
b. Agree
c. Discourage
d. Aim
e. Dissuade
24. Why, in the case of continuous improvement programs, there are many failed ones
instead of the success ones? (p.1, l.3)
a. Because companies have failed to grasp a basic truth
b. Because a number companies have failed to grasp a basic truth
c. Because most companies have failed to grasp a basic truth
d. Because some companies have failed to grasp a basic truth
e. Because few companies have failed to grasp a basic truth
25. Can an organization improve without first learning something new? (p.2, l.1)
a. Yes
b. No
d. Partly
e. Sometimes
26. How many executives recognized the link between learning and continuous
improvement? P.3, l.1)
a. 2
b. 3
c. 4
d. 5
e. 6
27. Who popularized learning organizations in his book The Fifth Discipline? (p.4, l.3)
a. Peter Parker
b. Peter Thiel
c. Peter Senge
d. Peter Pan
e. Peter Quill
28. What is the synonym of `tacit `based on the reading above? (p.4, l.12)
a. Implicit
b. Stated
c. Explicit
d. Express
e. Spoken
29. What is the synonym of `idyllic` based on the reading above? (p.5, l.1)
a. Hellish
b. Idealized
c. Urban
d. Bad
e. Flawed
30. What are the `three Ms` based on the reading above? (p.7, l.1)
a. Meaning, measure, management
b. Meaning, measurement, manage
c. Meaning, measurement, management
d. Means, measurement, management
e. Meanings, measurements, management
The Human Touch
Humans are now responsible for causing changes in the environment that hurt animals and plant
species. We take up more space on Earth for our homes and cities. We pollute habitats. We illegally
hunt and kill animals. We bring exotic species into habitats. All of these activities take resources
and habitats away from plants and animals.
Human activity often changes or destroys the habitats that plants and animals need to survive.
Because human populations are growing so fast animals and plants are disappearing 1000 times
faster than they have in the past 65 million years. Scientists estimate that in the 21st century 100
species will become extinct every day.
Natural Extinction
Animals and plants have always had a hard time surviving. Scientists estimate that over two thirds
of the animals and plants that once lived on Earth are now extinct.
Animals became extinct in the past for a wide variety of reasons. In some cases competition for
resources among animals led to extinction in other cases environmental changes caused extinction.
Scientists think dinosaurs became extinct because a meteorite struck the Earth and caused changes
in the environment that the dinosaurs and other animals and plants couldn't adapt to.
Multiple Factors
Some animals are endangered because of a combination of natural and man-made causes.
The West Indian manatee is an endangered aquatic mammal that lives in rivers, estuaries, canals
and saltwater bays.
Manatees need warm water to survive. In the winter they live in southern Florida and parts of
Georgia. In the summer they can migrate as far north as Virginia and west to Louisiana. Sometimes
manatees die because they don't migrate back to warm water soon enough.
There are currently a little under 2,000 manatees in Florida. Every year about 150 die. Manatees
are often killed when they are hit by boats. Manatees can also die when they get caught in fishing
nets. Manatees only give birth every two to five years and they only have one calf at a time.
Because their reproduction rate is so low and mortality rates are high, manatee populations are
endangered.
31. Who are the ones responsible for causing changes in the environment? (p.1, l.1)
a. Robots
b. Plants
c. Eternals
d. Inhumans
e. Humans
32. What is the cause that made animals and plants disappear rapidly today? (p.2, l.2)
a. Plants activity
b. Animal activity
d. Human activity
e. Robot activity
33. What is the synonym of `extinct` based on the reading above? (p.4, l.1)
a. Extant
b. Living
c. Vanished
d. Active
e. Dormant
34. What is the synonym of `endangered` based on the reading above? (p.6, l.1)
a. Threatened
b. Protected
c. Saved
d. Assisted
e. Comforted
(p.8, l.1)
d. southern New Mexico and parts of Georgia
e. southern California and parts of Georgia
Essay (at least two paragraphs and maximum five ones with each paragraph consists of 5
sentences)
1. In your own word(s), what is a knowledge management? Please give an example and if
you quote from a book do mention their source (James (2001: 11) or a link
(www.saxo.com).
2. Based on your findings, how an organization can improve themselves? Please give an
example and if you quote from a book do mention their source (James (2001: 11) or a link
(www.saxo.com).
3. In your own word(s), could human and animal can co-exist together? Please give an
example and if you quote from a book do mention their source (James (2001: 11) or a link
(www.saxo.com).
UJIAN TENGAH SEMESTER GANJIL TAHUN AKADEMIK 2021/2022
MATA KULIAH : PROGRAM STUDI : KELAS : PAGI/ MALAM HARI/TANGGAL : WAKTU : 1 MINGGU FAKULTAS : TEKNIK SIFAT UJIAN : TAKE HOME EXAM (Open Book/Resources)
Petunjuk Umum
1. Jawaban dikerjakan dirumah dengan waktu pengerjaan maksimal 1 (satu) minggu yang dimulai pada waktu yang tertera di soal sampai dengan Minggu Kedua UTS
2. Jawaban dikirim dengan cara men-upload ke Portal Mahasiswa SISKAMAYA UTS PALING LAMBAT adalah 1 (satu) minggu berikutnya di HARI yang sama, maksimal pada JAM kuliah berakhir. JAWABAN UTS akan tercatat sebagai ABSENSI MENYELESAIKAN UTS.
3. Mahasiswa tidak diperkenankan untuk memasukan/men-upload JAWABAN UTS melampaui Jadwal yang ditetapkan (Sistem Terkunci).
4. Periksalah jawaban saudara sebelum di-upload ke Portal 5. Jawaban yang sama persis (SIMILAR) akan dianggap sebagai kecurangan.
Reading 1
If your IT service desk is struggling to cope with the volume of IT incidents and service requests,
added pressures such as shrinking budgets and higher employee expectations of service and
support—then knowledge management will be a great help to your operations, your people, and
the employees you serve.
WHAT IS KNOWLEDGE MANAGEMENT?
There are various definitions, especially available online. In terms of IT service management
(ITSM) best practice, ITIL 4 Foundation Edition describes its purpose as: “… to maintain and
improve the effective, efficient, and convenient use of information and knowledge across the
organization.”
Whereas Wikipedia provides a more detailed definition:
“Knowledge management is the process of creating, sharing, using and managing the
knowledge and information of an organization. It refers to a multidisciplinary approach to
achieving organizational objectives by making the best use of knowledge.”
It’s vital to appreciate the latter half of this definition. Because while “creating, sharing, using,
and managing” knowledge is important to businesses, it’s what’s done with that knowledge that
ultimately counts. In fact, one could argue that knowledge has little value until it’s proactively
used in achieving a desired outcome (and creating business value).
Being able to engage users through a contextualized knowledge approach will play a key role
not only in the creation of knowledge, but also in its use. This can be achieved through
a knowledge management solution that allows you to go beyond the knowledge article and offer
an engaging knowledge experience that will reach anyone within your organization.
WHY IS KNOWLEDGE MANAGEMENT IMPORTANT FOR ORGANIZATIONS?
There are a variety of benefits to be realized through effective knowledge management, no matter
the IT or business use case. These very much relate to augmenting the knowledge and skills, and
thus the capabilities of employees such that they can do more, quickly, and potentially with better
outcomes. Ultimately, knowledge management makes us, and what we achieve, better—both
individually and collectively.
Plus, the ability to retain knowledge in the event that key people leave (and also for the
enablement of their successors). More recently, however, knowledge management is also playing
a key role in enabling new technologies based on artificial intelligence (AI)—there’s more on
this in the next sections.
1. What is the synonym of `struggle` based on the reading above? (p. 1, l.1)
a. Encounter
b. Accord
c. Agreement
d. Calm
e. Truce
2. What is the antonym of `shrinking` based on the reading above? (p.1, l.2)
a. Declining
b. Extroverted
c. Retiring
d. Timid
e. Bashful
3. What is `knowledge management` according to ITSM best practice?
a. “… to maintain and improve the effectiveness, efficient, and convenient use of
information and knowledge across the organization.”
information and knowledge across the organization.”
c. “… to maintain and improve the effective, efficient, and convenient use of information
and knowledge across the organization.”
d. “… to maintaining and improve the effective, efficient, and convenient use of
information and knowledge across the organization.”
e. “… to maintain and improving the effective, efficient, and convenient use of
information and knowledge across the organization.”
4. What is `knowledge management` according to Wikipedia?
a. Knowledge management is the process of creating, sharing, using and managing the
knowledge and information of an organization
b. Knowledge management is the process of create, sharing, using and managing the
knowledge and information of an organization
c. Knowledge management is the process of creating, share, using and managing the
knowledge and information of an organization
d. Knowledge management is the process of creating, sharing, use and managing the
knowledge and information of an organization
e. Knowledge management is the process of creating, sharing, using and manage the
knowledge and information of an organization
5. Why it`s vital to appreciate the latter half of Wikipedia`s knowledge management
definition?
a. It’s what done with that knowledge that ultimately counts
b. It’s what’s done with that knowledge that ultimately counts
c. It what’s done with that knowledge that ultimately counts
d. It’s what’s done within that knowledge that ultimately counts
e. It’s what’s done with that knowledge that ultimately count
6. What is the benefit of effective knowledge management based on the reading above?
(p.6, l.1)
a. Knowledges management makes us, and what we achieve, better—both individually
and collectively
b. Knowledge management make us, and what we achieve, better—both individually and
collective
c. Knowledge management makes us, and what we achieve, better—both individually
and collectively
d. Knowledge management makes us, and what we achieves, better—both individually
and collectively
e. Knowledge management makes us, and what we achieve, better—both individual and
collectively
7. What is the meaning of `key role` based on the reading above? (p.7, l.3)
a. Important message
b. Important delivery
c. Important car
d. Important news
e. Important function
Current ITSM trends focus on Knowledge Management, Self-Service, and Self-Help. With this
comes the uncertainty, and complexity, of implementing an effective and well-designed
knowledge management process, and while challenging, this doesn’t mean you can shy away
from it.
According to findings from "The State of Knowledge Management: 2016-17 KMWorld Survey,”
knowledge management is gaining momentum and encouragement. More than one-third of those
surveyed, 38%, said they don’t have any knowledge management structure in place or are sitting
in the “exploration stage.”
If you’re in the early stages of planning for your knowledge management system, or maybe
you’ve already tried and failed at your knowledge management attempt, this article is for you.
We’re sharing the top four mistakes companies make when implementing a knowledge
management method.
After reading this, you can rest easy knowing you can avoid these costly errors!
1. DOING THINGS THE SAME OLD WAY
There’s nothing wrong with tradition and following what’s been tried and true. But, if you want
to succeed at knowledge management, you must cater to your users and the style of experience
they want—more knowledge at their fingertips, that’s readily available and accessible with just
a few keystrokes.
Many companies keep using their same knowledge strategy of gathering as much information as
they can, but in the end, it’s rarely updated and barely used. This method is not the best if you
want to succeed in the long run.
One thing you can do is change how you deliver your knowledge. Search engines are fine, but
they only take individuals so far if the person doesn’t know what to search for. Your best option
is implementing a tool that helps create an interactive and engaging knowledge experience, and
that empowers employees, because at the end of the day, people want the ability to solve their
own problems, but they won’t if it’s too hard. Plus, if your employees help themselves, then you
can realize true ROI of your knowledge base where you see 30% less calls to the service desk—
so it’s a win-win for everyone!
2. HAVING A "BUILD IT AND THEY WILL COME" MENTALITY
Many organizations think knowledge management is simply building a massive repository of
knowledge articles, and that this act alone will encourage people to use it. However, nothing
could be further from the truth. Creating a knowledge base is not the end. Once developed, it
company wide.
For instance, when a user calls for something you know is in the knowledge base, take a few
minutes instructing him or her on navigating the system, and show how to find the answer
quickly. It may take longer to resolve this particular call, but it may save the user from making
additional calls in the future. This is a great example of promoting knowledge management and
training users at the same time.
3. SPREADING THE KNOWLEDGE TOO THIN
One of the biggest mistakes when building a knowledge base is going too big too fast. Don’t try
to get all the knowledge in there just yet. Ambitious deployments almost always result in a
knowledge base that is solid in places but spread so thin in others that it weakens the entire
system. If users can’t find answers, they will quickly stop using the tool, leaving you with an
uphill battle to get them back on board.
In the early stages, focus on the depth and quality of the information, rather than quantity.
Concentrate on what matters most, what would solve the most problems today, and grow from
there. Users must know that the information in your knowledge management system is reliable
and accurate, which builds trust between them and the initiative, which means you now have
advocates supporting the implementation.
8. What is the meaning of `self-service` based on the reading above? (p. 1, l.1)
a. the system where customers select goods for themselves or service their car for themselves
and pay a cashier
b. the system whereby customer select goods for themselves or service their car for
themselves and pay a cashier
c. the system whereby customers select goods for themself or service their car for themselves
and pay a cashier
d. the system whereby customers select goods for themselves or service their car for
themselves and pay a cashier
e. the system whereby customers select goods for themselves or service their cars for
themselves and pay a cashier
9. What is the meaning of `self-help` based on the reading above? (p. 1, l.1)
a. the use of one own efforts and resources to achieve things without relying on others
b. the use of one's owns efforts and resources to achieve things without relying on others
c. the use of one's own efforts and resources to achieve things without relying on others
d. the use of one's own effort and resources to achieve things without relying on others
e. the use of one's own efforts and resource to achieve things without relying on others
10. Whose findings that informs us that knowledge management is gaining momentum and
encouragement?
d. The States of Knowledge Management: 2016-17 KMWorld Survey
e. The State of Knowledge Management: 2016-17 KMWorld Survey
11. What is the best method if you want to succeed in the long run in developing your own
knowledge management? (p.6, l.2)
a. Agree how you deliver your knowledge
b. Copy how you deliver your knowledge
c. Stagnate how you deliver your knowledge
d. Adjust how you deliver your knowledge
e. Uniformly how you deliver your knowledge
12. What is your best option in developing your own knowledge management? (p.7, l.2)
a. Nonfulfilling a tool that helps create an interactive and engaging knowledge experience
b. Nonferformancing a tool that helps create an interactive and engaging knowledge
experience
c. Mechanizing a tool that helps create an interactive and engaging knowledge experience
d. Undispatching a tool that helps create an interactive and engaging knowledge
experience
e. Unoperating a tool that helps create an interactive and engaging knowledge experience
13. What organizations think on knowledge management? (p.8, l.1)
a. They think it is simply building a massive repository of knowledge articles
b. They think it is simply building a massive repository of knowledge article
c. They think it is simply building massive repository of knowledge articles
d. They think it was simply building a massive repository of knowledge articles
e. They thought it is simply building a massive repository of knowledge articles
14. What is the early stages requirement of knowledge management? (p.11, l.1)
a. The in depth and quality of the information
b. The depth and quality of the information
c. The depth and quality of the informations
d. the depth and qualities of the information
e. The depth and quality of the informants
Reading 3
Motivation is incitement or inducement to act or move. It is the process of inducing the employees
of an organization to act in a predetermined desired manner so as to achieve organizational goals.
At the core of this concept, lies three important sub-concepts. They are Motive, Motivation, and
Motivator.
Motive refers to the inner state of mind that initiates and controls behavior towards business goals.
They directly correspond to the needs of individuals.
Motivation is the process of stimulating action by understanding the needs of employees and by
utilizing their motives. The motivator is the technique used for motivation such as pay bonuses,
promotion among others.
Importance of Motivation in an Organization.
The process of motivation plays a very important role in any organization, profit, or non-profit.
The managerial process of direction is driven primarily by the process of motivation as it creates
within the mind of an employee the desire to work in the direction determined by the manager.
The following aspects may be considered under this head:
1. Increases Productivity
Motivation is a process that leads to an increase in the productivity of the employee. Motivation
meets the needs of the employee and thereby creates the drive to work to the best of his abilities.
A well-employee will be willing to put in more effort towards the betterment of the organization
than another disheartened employee.
2. Ensures Organizational Efficiency
Motivation plays an important role in changing the attitudes of the employees in the organization.
An Indifferent attitude is extinguished most efficiently by motivation. The presence of such a
favorable attitude allows the organization to thrive and be successful.
3. Ensures Loyal Workforce
A well-motivated workforce is a loyal workforce. Motivated employees have high levels of morale
and commitment towards the organization and its goals and objectives. Motivation thus reduces
employee turnover and reduces the need for constant induction of new employees.
15. What is the meaning of `motivation` based on the reading above? (p.1, l.1)
a. The processes of inducing the employees of an organization to act in a predetermined
desired manner so as to achieve organizational goals
b. The process of inducing the employee of an organization to act in a predetermined
desired manner so as to achieve organizational goals
c. The process of inducing the employees of an organization to act in a predetermined
desired manner so as to achieve organizational goals
d. The process of inducing the employees of an organizations to act in a predetermined
desired manner so as to achieve organizational goals
e. The process of inducing the employees of an organization to act in a predetermined
desired manners so as to achieve organizational goals
16. What is the synonym of `incitement` based on the reading above? (p.1, l.1)
a. Instigation
b. Hindrance
c. Barrier
d. Deterrent
e. Drawback
a. The inner state of mind that initiates and controls behavior towards business goal
b. The inner state of mind that initiates and controls behavior towards business goals
c. The inner states of mind that initiates and controls behavior towards business goals
d. The inner state of mind that initiate and controls behavior towards business goals
e. The inner state of mind that initiates and control behavior towards business goals
18. What does `Motivation` refer to (p.3, l.1)
a. The process of stimulating action by understanding the needs of employee and by
utilizing their motives
b. The process of stimulating action by understanding the needs of employees and by
utilizing their motive
c. The process of stimulating action by understanding the needs of employees and by
utilizing their motives
d. The processes of stimulating action by understanding the needs of employees and by
utilizing their motives
e. The process of stimulating actions by understanding the needs of employees and by
utilizing their motives
19. What does `motivator` refer to? (p.3, l.2)
a. The technique use for motivation such as pay bonuses, promotion among others
b. The technique used for motivation such as pay bonuses, promotion among other
c. The technique used for motivation such as pay bonus, promotion among others
d. The techniques used for motivation such as pay bonuses, promotion among others
e. The technique used for motivation such as pay bonuses, promotion among others
20. Does the process of motivation plays important role in our daily lives? (p.4, l.1)
a. No, it doesn’t
b. No, only a part of it
c. Yes, most of it
d. Yes, it does.
e. Yes but only a few
21. What is the synonym of `lead` based on the reading above (p.5, l.1)
a. Center
b. Disadvantage
c. Start
d. Interior
e. Rear
22. What is the synonym of `indifferent` based on the reading above? (p.6, l.2)
a. Biased
b. Caring
c. Compassionate
d. Concerned
e. Aloof
Reading 4
Continuous improvement programs are sprouting up all over as organizations strive to better
themselves and gain an edge. The topic list is long and varied, and sometimes it seems as though
a program a month is needed just to keep up. Unfortunately, failed programs far outnumber
successes, and improvement rates remain distressingly low. Why? Because most companies have
failed to grasp a basic truth. Continuous improvement requires a commitment to learning.
How, after all, can an organization improve without first learning something new? Solving a
problem, introducing a product, and reengineering a process all require seeing the world in a new
light and acting accordingly. In the absence of learning, companies—and individuals—simply
repeat old practices. Change remains cosmetic, and improvements are either fortuitous or short-
lived.
A few farsighted executives—Ray Stata of Analog Devices, Gordon Forward of Chaparral Steel,
Paul Allaire of Xerox—have recognized the link between learning and continuous improvement
and have begun to refocus their companies around it. Scholars too have jumped on the bandwagon,
beating the drum for “learning organizations” and “knowledge-creating companies.” In rapidly
changing businesses like semiconductors and consumer electronics, these ideas are fast taking
hold. Yet despite the encouraging signs, the topic in large part remains murky, confused, and
difficult to penetrate.
Meaning, Management, and Measurement
Scholars are partly to blame. Their discussions of learning organizations have often been
reverential and utopian, filled with near mystical terminology. Paradise, they would have you
believe, is just around the corner. Peter Senge, who popularized learning organizations in his
book The Fifth Discipline, described them as places “where people continually expand their
capacity to create the results they truly desire, where new and expansive patterns of thinking are
nurtured, where collective aspiration is set free, and where people are continually learning how to
learn together.”1 To achieve these ends, Senge suggested the use of five “component
technologies”: systems thinking, personal mastery, mental models, shared vision, and team
learning. In a similar spirit, Ikujiro Nonaka characterized knowledge-creating companies as places
where “inventing new knowledge is not a specialized activity…it is a way of behaving, indeed, a
way of being, in which everyone is a knowledge worker.”2 Nonaka suggested that companies use
metaphors and organizational redundancy to focus thinking, encourage dialogue, and make tacit,
instinctively understood ideas explicit.
Sound idyllic? Absolutely. Desirable? Without question. But does it provide a framework for
action? Hardly. The recommendations are far too abstract, and too many questions remain
unanswered. How, for example, will managers know when their companies have become learning
organizations? What concrete changes in behavior are required? What policies and programs must
be in place? How do you get from here to there?
Most discussions of learning organizations finesse these issues. Their focus is high philosophy and
grand themes, sweeping metaphors rather than the gritty details of practice. Three critical issues
are left unresolved; yet each is essential for effective implementation. First is the question
of meaning. We need a plausible, well-grounded definition of learning organizations; it must be
actionable and easy to apply. Second is the question of management. We need clearer guidelines
for practice, filled with operational advice rather than high aspirations. And third is the question
of measurement. We need better tools for assessing an organization’s rate and level of learning to
ensure that gains have in fact been made.
Once these “three Ms” are addressed, managers will have a firmer foundation for launching
learning organizations. Without this groundwork, progress is unlikely, and for the simplest of
reasons. For learning to become a meaningful corporate goal, it must first be understood.
23. What is the synonym of `strive` based on the reading above? (p.1, l.1)
a. Neglect
b. Agree
c. Discourage
d. Aim
e. Dissuade
24. Why, in the case of continuous improvement programs, there are many failed ones
instead of the success ones? (p.1, l.3)
a. Because companies have failed to grasp a basic truth
b. Because a number companies have failed to grasp a basic truth
c. Because most companies have failed to grasp a basic truth
d. Because some companies have failed to grasp a basic truth
e. Because few companies have failed to grasp a basic truth
25. Can an organization improve without first learning something new? (p.2, l.1)
a. Yes
b. No
d. Partly
e. Sometimes
26. How many executives recognized the link between learning and continuous
improvement? P.3, l.1)
a. 2
b. 3
c. 4
d. 5
e. 6
27. Who popularized learning organizations in his book The Fifth Discipline? (p.4, l.3)
a. Peter Parker
b. Peter Thiel
c. Peter Senge
d. Peter Pan
e. Peter Quill
28. What is the synonym of `tacit `based on the reading above? (p.4, l.12)
a. Implicit
b. Stated
c. Explicit
d. Express
e. Spoken
29. What is the synonym of `idyllic` based on the reading above? (p.5, l.1)
a. Hellish
b. Idealized
c. Urban
d. Bad
e. Flawed
30. What are the `three Ms` based on the reading above? (p.7, l.1)
a. Meaning, measure, management
b. Meaning, measurement, manage
c. Meaning, measurement, management
d. Means, measurement, management
e. Meanings, measurements, management
The Human Touch
Humans are now responsible for causing changes in the environment that hurt animals and plant
species. We take up more space on Earth for our homes and cities. We pollute habitats. We illegally
hunt and kill animals. We bring exotic species into habitats. All of these activities take resources
and habitats away from plants and animals.
Human activity often changes or destroys the habitats that plants and animals need to survive.
Because human populations are growing so fast animals and plants are disappearing 1000 times
faster than they have in the past 65 million years. Scientists estimate that in the 21st century 100
species will become extinct every day.
Natural Extinction
Animals and plants have always had a hard time surviving. Scientists estimate that over two thirds
of the animals and plants that once lived on Earth are now extinct.
Animals became extinct in the past for a wide variety of reasons. In some cases competition for
resources among animals led to extinction in other cases environmental changes caused extinction.
Scientists think dinosaurs became extinct because a meteorite struck the Earth and caused changes
in the environment that the dinosaurs and other animals and plants couldn't adapt to.
Multiple Factors
Some animals are endangered because of a combination of natural and man-made causes.
The West Indian manatee is an endangered aquatic mammal that lives in rivers, estuaries, canals
and saltwater bays.
Manatees need warm water to survive. In the winter they live in southern Florida and parts of
Georgia. In the summer they can migrate as far north as Virginia and west to Louisiana. Sometimes
manatees die because they don't migrate back to warm water soon enough.
There are currently a little under 2,000 manatees in Florida. Every year about 150 die. Manatees
are often killed when they are hit by boats. Manatees can also die when they get caught in fishing
nets. Manatees only give birth every two to five years and they only have one calf at a time.
Because their reproduction rate is so low and mortality rates are high, manatee populations are
endangered.
31. Who are the ones responsible for causing changes in the environment? (p.1, l.1)
a. Robots
b. Plants
c. Eternals
d. Inhumans
e. Humans
32. What is the cause that made animals and plants disappear rapidly today? (p.2, l.2)
a. Plants activity
b. Animal activity
d. Human activity
e. Robot activity
33. What is the synonym of `extinct` based on the reading above? (p.4, l.1)
a. Extant
b. Living
c. Vanished
d. Active
e. Dormant
34. What is the synonym of `endangered` based on the reading above? (p.6, l.1)
a. Threatened
b. Protected
c. Saved
d. Assisted
e. Comforted
(p.8, l.1)
d. southern New Mexico and parts of Georgia
e. southern California and parts of Georgia
Essay (at least two paragraphs and maximum five ones with each paragraph consists of 5
sentences)
1. In your own word(s), what is a knowledge management? Please give an example and if
you quote from a book do mention their source (James (2001: 11) or a link
(www.saxo.com).
2. Based on your findings, how an organization can improve themselves? Please give an
example and if you quote from a book do mention their source (James (2001: 11) or a link
(www.saxo.com).
3. In your own word(s), could human and animal can co-exist together? Please give an
example and if you quote from a book do mention their source (James (2001: 11) or a link
(www.saxo.com).