EBUS180 Knowledge Management for E-Business Managers

Department of Business Studies: Business Studies Department Archive

I. Course Number and Title
EBUS180 Knowledge Management for E-Business Managers Course No Longer Offered
II. Number of Credits
3 credits
III. Minimum Number of Instructional Minutes Per Semester
2250 minutes
IV. Prerequisites
EBUS100
Corequisites
None
V. Other Pertinent Information
None
VI. Catalog Course Description
This course will provide an introduction to the methodology required to develop strategy and determine the technology necessary to implement and evaluate Knowledge-Enabled and Customer Relationship Management (CRM) practices in an organization.
VII. Required Course Content and Direction
  1. Learning Goals:

    1. To understand what knowledge management is
    2. To learn the evolution of Knowledge Enabled Customer Relationship Management (KCRM)
    3. To understand the Customer Relationship Management Life Cycle
    4. To understand the business environment
    5. To develop strategic alignment
    6. To create infrastructure development and deployment
    7. To understand leadership principles
    8. To understand aspects of organizational change management
  2. Planned Sequence of Topics and/or Learning Activities:

    1. Fundamentals
      1. What is knowledge management, e-Business, and Customer Relationship Management (CRM)
      2. Background on the new economy
      3. Relationship management
      4. Understanding value
      5. The Knowledge-Enabled Customer Relationship Management Roadmap
    2. Implementing Knowledge-Enabled Customer Relationship Management (KCR:M)
      1. Aligning Strategy and Technology Choices
      2. Audit and Analysis
      3. Building an implementation team
      4. Designing the technology infrastructure
      5. Development and deployment
      6. Leadership, change management, and corporate culture
      7. Evaluation, measurement and refinement, Return on Investment (ROI), Total Cost of Ownership (TCO), benchmarking, Quality Function Deployment, the balanced scorecard
  3. Assessment Methods for Core Learning Goals:

  4. Reference, Resource, or Learning Materials to be used by Students:

    1. See course outline for required textbook
    2. Online Resources
    3. Use of a Classroom or Lab with Internet Access for half of the class meeting time
VIII. Teaching Methods Employed
  1. Lecture
  2. Classroom Discussion
  3. Development of a Knowledge-Enabled Customer Relationship Management (KCR1M) plan

Review/Approval Date -1/99