Chapter $10$

Knowledge Management captures, aggregates, and refines data from all parts of the HCO, stores it in the data warehouse, and provides it constantly to support current operations and the continuous improvement process. Identify the various data sources that feed the data warehouse and the types of information those sources provide.

Knowledge Management is an important element in the training of new employees and staff. An Associate involved in the Admitting Department needs training in approaching patients and families, understanding confidentiality and elementary rules about guardianship, using the input screens, and learning the appropriate definitions. What KM tools $($automated training resources$)$ might be used to assist in the training of this new Associate?

Chapter $11$

The functions of HR are essential to implementing the service excellence strategy. HR supports the transformational culture by training virtually all associates in work processes, evaluating each associate's abilities and supporting his development, training all managers in transformational management, and advising on all human resource issues. Identify and describe the functions of Human Resources and give examples of each of the functions.

The school superintendent is interested in diversity. Explain to her why some ethnic groups, women, and members of the lesbian, gay, bisexual, and transgender community are often underrepresented in leadership in HCOs generally, and describe the steps that are recommended to improve diversity