Why is it important to research stakeholder requirements for an information or knowledge

1 management system? Give examples of how you might collect information from internal and
external stakeholders
Sponsors and funding bodies often need access to organizational information to keep up to date with
projects, programs or operations they are funding or supporting. The level of access may be governed by
their involvement and legislative requirements for the type of funding involved. Freedom of information
and privacy legislation in these cases relates only to the knowledge directly affecting the stakeholder.
Other information does not have To be disclosed, particularly if the disclosure would compromise business
integrity or fiscal health.
Access can be incorporated into charter documents such as the project plan and work contracts. To ensure
that stakeholders have the ability to access the system, analysis of their requirements needs to be carried
Ans. out and appropriate training designed to ensure they understand the procedures, policies and protocols.

We can determine the learning needs of relevant individuals by:

 Keeping and referring to training records
 Establishing what training and experience the individual already has
 Understanding and being aware of any learning disabilities and special needs
 Asking them directly.

Suggest strategies for resolving the following information management system problems:
a) You want to summarize sales information by customer type but the report does not exist in the
customer management system.
2
b) Your computer is crashing regularly, causing you to lose data.
c) Customer data has been provided to a supplier in error.
d) Customers are complaining about shipping delays and backorders.
a) A customer relationship management (CRM) strategy can be used which is a company's plan to use
CRM software to help grow sales and improve customer service. It incorporates an overall business
strategy with input from sales, marketing, and customer service, identifying all potential touch points that
occur during the customer journey.

b) In order to avoid data loss situation, some of the following steps may help.
 Backup.
 Practice good working habits.
 Use anti-virus software and keep it updated.
 Protect against power surges with an UPS.
 Keep your machine dry in a dry, shaded, dust-free and well-ventilated area.
Ans.  Do not over-tweak your system.

c)
 Stay Current on Encryption Practices.
 Limit Access to Customer Information.
 Collect Only What's Necessary?
 Consider Destroying Data after You've Used It.
 Make Customer Privacy Everyone's Business.
 Let Customers Know Their Information is Safe.

d)
 Don't process payment until the order can be filled.
  Offer to partial ship a larger order.
 Update your website promptly.
 Consider a consolation offer.
 Encourage open conversation.
 Evaluate your inventory system.
 Evaluate the timeframe of the backorder.
Select a component of an information or knowledge management system with which you are
3
familiar. Describe the strengths and weaknesses of that system.
Components of KMS:
Customer relationship management systems

Strengths:
 It allows for the consolidation of customer data and the basis for deep insights.
 It speeds-up the sales conversion process.
 It increases staff productivity, lowering time-cost.
 It allows geographically dispersed teams to collaborate effectively.
Ans.  Improves customer experience by allowing personalization and improved query resolution.

Weakness:
 Customer experience may disapprove due to staff over-reliance on system.
 Security and data protection issues with centralized data.
 Time and initial productivity cost of implementation.
 Requires a process-driven sales organization.
 CRM may not suit all businesses.

Describe SWOT analysis. Give examples of how it may be used to measure the effectiveness of an
4
information management system.
SWOT (strengths, weaknesses, opportunities, and threats) analysis is a framework used to evaluate a
company's competitive position and to develop strategic planning. SWOT analysis assesses internal and
external factors, as well as current and future potential.

SWOT analysis may be used as:

 Strategic planning, brainstorming and decision making
Ans.
 Building on strengths
 Minimizing weaknesses
 Seizing opportunities
 Counteracting threats
 Addressing individual issues

What types of practices, procedures and processes at your workplace allow for the identification,
5
creation, distribution and adoption of insights and experiences by employees?
These are described as follows:
Workplace safety policies
Disciplinary policies
Ans.
Device use policies
Work hours and turnaround time
Late payment policies
a. What are the objectives of the information or knowledge management system at your workplace?
6 b. How are these objectives achieved?
c. What measures are used to record and monitor this information?
 a) The goal of knowledge management is to provide reliable and secure information, as well as make it
available throughout your organization’s lifecycle. There are three main objectives of KM and they are:

Enable an organization to be more effective

Ensure all employees have clear and common understanding
Provide complete and accurate information when needed, at any given point in time

b) achieve KMS objectives:

Step 1: Identify the various business issues.
Step 2: Prepare for transition.
Ans. Step 3: Get together a dedicated team.
Step 4: Evaluate technology needs and prioritize them.
Step 5: Determine the major attributes of knowledge management system.
Step 6: Rolling out the building blocks.

c) What measures are used to record and monitor this information

Selecting, maintaining and disposing of knowledge in the system must be done on a regular basis. Out-of-
date, inaccurate and irrelevant content should be removed. To do this, organizations can approach the task
systematically by running end-of-period system checks that automatically remove data within a given set
of parameters. These parameters may include date, subject, communication string and folder or data packet
size.
Implementing an information or knowledge management system can have several operational
7 implications of which the manager must be aware. Give examples of some of these implications that
were, or may be, experienced in your workplace.
We know knowledge is part of what makes a person's personality and passing one's knowledge to others
means enabling others to perform according tasks. Despite the fact that it is a positive and most desired
task from organizations’ point of view, people often tend to keep their knowledge for themselves because
they fear that they would not be needed anymore after passing their knowledge to others. Without
motivation and a supporting environment, people therefore tend not to share their knowledge. And even if
people know about the necessity to share their knowledge with colleagues, they need a certain amount of
trust to do so.

This especially becomes a problem when people do not know each other, which is often the case in today's
large organizations. People tend to say then: "Why should I tell others what I know? Shall they go and find
out for themselves, as I had to do!"

The usability of knowledge further depends on the way people express it. For example, a manager who
Ans. talks to workers in a factory in financial terms may not get the message through as the workers are usually
less concern with finance.

Another problem is that people have different viewpoints on different aspects. This leads to problems
when transferring knowledge. So even if a best practice is announced, it might not be adopted because
people believe that there is no need to change anything.

There is another psychological factor which becomes important in the assessment of knowledge, i.e. when
asking people what they know. Assuming that knowledge is valued in an organization, people might give
wrong or inexact answers, because they either do not know how well they know things or because they try
to present themselves as good as. At this point, the cultural environment established by the organization
becomes very important once again, because it drives people to certain attitudes, which can, in the context
of KM, be good or bad. Therefore, for an effective KM implementation above discussed aspects must be
taken into consideration.
 The ongoing review and evaluation of the information or knowledge management system ensures it
8 stays relevant. Find two other advantages of review and evaluation. Explain how these advantages
affect a workplace over the long term.
Knowledge management prevents staff from constantly reinventing the wheel, provides a baseline for
progress measurement, reduces the burden on expert attrition, makes visual thinking tangible, and manages
effectively large volumes of information to help employees serve their clients better and faster.

Ans. Benefits are:

1.Knowledge management opens the doors to a new era of collaboration and sharing
2. Increasing company benefits with an effective knowledge management strategy

Identify stakeholder training requirements and needs from a knowledge system requires research.
9 Give examples of methods you have used, or would consider using in the future, to assess client
learning needs.
A technique to help identify which individuals or organizations to include in your program /project is
known as a ‘stakeholder analyses. The following stages have been identified to support the stakeholder
analysis process: Identify and map internal and external stakeholders Assess the nature of each
stakeholder’s influence and importance Construct a matrix to identify stakeholder influence and
importance Monitor and manage stakeholder relationships. Identify and map internal and external
stakeholders (and partnerships) The start of any stakeholder engagement process is stakeholder mapping.
Stakeholder mapping identifies the target groups and pulls together as much information as possible about
them. ‘Stakeholders’ are by definition people who have a ‘stake’ in a situation.
How people are trained, and to what extent, will depend upon their:
 Role
 Level of authority
 Existing knowledge
 Existing experience.
Ans.
Ideally, training records should be kept for all staff that detail:
 What training they have received
 When they received the training
 What further training they require
 Scheduled refresher sessions
 Areas for development
 Whether the training was successful

Ways to determine the learning needs of relevant individuals by:

 Keeping and referring to training records
 Establishing what training and experience the individual already has
 Understanding and being aware of any learning disabilities and special needs
 Asking them directly.
Your suppliers and contractors may also require the ability to use your knowledge or information
10 management system to enable them to fulfill their requirements. Give two examples of how you
might achieve this while maintaining the integrity of your system.
• Stay Current on Encryption Practices.
• Limit Access to Customer Information.
• Collect Only What's Necessary?
Ans.
• Consider Destroying Data after You've Used It.
• Make Customer Privacy Everyone's Business.
• Let Customers Know Their Information is Safe.
 As a manager responsible for implementing the required training, you need to understand the type
11 of knowledge that is deficient. Briefly explain the two different types of knowledge and provide
examples of how you may identify a deficiency in each type within your staff.
1. Key Performance Indicators
In any business, key performance indicators (KPIs) determine how a person contributes to the business as
an employee. Not only that, it also determines career progression, compensation, rewards, benefits, and
even retention. KPIs are also very accurate indicators of competency gaps in the workplace.

2. Employee Assessments
Assessments are excellent ways to identify skill gaps. And how can you assess your employees? That’s
easy: tests and quizzes are one thing but other methods also include practical assessments or role play.

When planning the facilitation or delivery of training the requirements of federal and state
12 legislation must be complied with. List at least three (3) statutes you must be aware of within your
workplace context.
Effective policies and procedures are essential to most business operations. Having effective policies and
procedures in place reduces risk, improves morale and performance and ensures legal compliance.
Aside from Australian company obligations such as Australian Securities and Investments Commission
(ASIC) regulations, the Corporations Act 2001 (Cth) and industry standards such as the Trade Practices
Act 1974 (Cth), managers must be aware of other legislation and how it affects the operations of the
business. Here are several typical legislative areas that need to be complied with.
Privacy and confidentiality – dealing with employee and customer information within an information
Ans. management system
Defamation – ensuring personally sensitive information is secure and does not lead to improper use
against the person
Work health and safety – ensuring systems and policies are in place to provide a safe and healthy
working environment
Anti-discrimination – access and equity for all levels and abilities employed (or likely to be employed)
within the organization

List and explain some of the ways in which your workplace ensures staff training on information
13 systems is effective. What improvements could you recommend to improve compliance with
company procedures?
More and more organizations are becoming aware of the importance of training their employees, and the
importance of technology to modern businesses means that such training is increasingly likely to focus on
IT skills. However, having the right idea is not always enough, so it is important to approach training in a
strategic way and ensure that it is tailored to meeting your specific business needs.

1. Training courses should be matched to the specific roles of individuals and teams
In order to achieve maximum ROI from staff training, it is essential to enroll your staff in courses which
are relevant to the requirements of their role and which will help them perform better. This is not always
an easy thing to do, as many staff members use the same software to perform completely different
functions, so it can be worthwhile to book training needs analysis.

2. Corporate culture should encourage learning and development

Learning and improvement should be celebrated in the workplace, and managers should take an interest in
the progress that their staff is making in their training. Mutual encouragement and a company which
promotes the value of training will encourage everyone to take their training seriously and see it as an
integral part of their job.

3. Give some ownership of training to employees

 Allowing employees to have some input into the training strategy means that they are able to nominate the
areas which they believe would be most helpful for them. It also increases their interest and emotional
investment in the training, since it becomes their own project rather than merely something their boss has
ordered them to do.

4. Get regular feedback

Throughout the duration of a training course, participants should be giving regular feedback to make sure
that the course is meeting their specific needs. Time is valuable and it is important to be constantly
monitoring training activities so that they can be adjusted as quickly as possible if necessary.

5. Align training with corporate goals

Training should not only be aligned with the needs of each individual and team, but with higher level
business strategy as well. The skills that are developed should be a long-term investment that will deliver
long-term benefits to the business and its customers. For example, a manager might train one team on a
new piece of software as a trial, with a further rollout to the rest of the company if it is successful.

Most organizations have multiple sets of data on different systems such as procurement, sales,
14 logistics and finance. Describe how a workplace could ensure these systems are integrated and
aligned so information sharing could occur.
we introduces ten key principles to ensure that information management activities are effective and
successful:

 recognize (and manage) complexity

 focus on adoption
 deliver tangible & visible benefits
 priorities according to business needs
 take a journey of a thousand steps
 provide strong leadership
 mitigate risks
 communicate extensively
 aim to deliver a seamless user experience
 choose the first project very carefully
Information is one of the most important resources to an organization. What advantages can good
15
quality information provide to your role?
benefits of using high-quality information
high-quality information can significantly improve the chances of making a good decision and directly
increase an organization’s bottom line
High-quality information does not automatically guarantee that every decision made is going to be a good
one, because people ultimately make decisions and no one is perfect
 Assessment 2

Task 1

Systems Analysis Questions/Answer

1 Select a component of an information or knowledge management system with which you are
familiar.

a) Assess the effectiveness of this system, explaining how you collected the information to complete
the assessment.
It involves presenting products on the website and filling order. Most of the business process are
done through internets such as marketing and selling of the goods and services. Business is an
internet based enterprise, it includes creating integrated supply chains, improvising strategies for
operating internet-based companies. It also involves the creation of new market and customers.
Additionally, it includes coming up with excellent ways to combine computers, the web, and
application of software. A good number of multinational operations are selling products and
services through the internet

b) Identify possible improvements that could be made to the system.

Due to technological changes, environmental changes and structural changes, employees, and executive are
required to have skills that enable them to adapt to these changes appropriately for the attainment of the
organization’s goals in time. To improve these skills, the company can organize various training and
development programs induction, socialization and career development programs.

c) Suggest other employees who may be involved in assessing the system and designing
improvements.

Human Resource Manager, Computers Systems Analyst, Information Systems Technician

d) Write a report summarising your assessment and possible improvements. (1 page)

As a company, our technological plan involves the collection of scientific knowledge, skills,
techniques, processes and methods required in the facilitation of creating accessible systems in technology.
Organizational behaviour issues in this context point to a variety of issues with one primarily denoting
implementation of new technology. In the implementation of new technology, a close study of the nature of
persons, groups and structural behaviour within the organization would improve the behaviour of each
employee towards the accomplishment of organizational objectives. On the other hand, technology helps in
improvement of the efficiency of corporate operations. For instance, beyond the standard office desktop
and mobile phones, organizations get the challenge of implementing up-to-date information systems and
custom software to keep operations running. In realization of improvements, efficient use of technology
accords the company the ability it requires in reduction of the time for completion new systems. The
results would therefore influence organizational operation much effectively.

In another information management issue, is the general lifestyle of our company involves several
aspects that makes it unique and outstanding in its way. It clearly, portrays our company’s organizational
culture as a means through which our employees interact with each other and air out their views and
feelings about the company. From the achievement, our management gets the go ahead in designing,
development, purchase and installation of new technological systems. The challenges that organizations
are facing are as follows: Improving quality and productivity and slow response to globalization
Systems Analysis Questions/Answer
2 Identify and list three or more members within your organisation who need to use its information
system. Next to each name, record their position and make a note of their learning needs.

John Kent- Human Resource Manager- using the system to track employee operations around the
organization.
Sarah Mills- Information Systems Analyst- Uses the systems in safeguarding all the departmental data
systems in the organization
Cathy May- Information Systems Technician- Needs to learn the system so as to be able to fix any
hardware problem encountered.

3 Select a component of an information management system used at your workplace. This may be a
component of the customer relationship system, marketing management system or other knowledge
database. Identify the resources required to train one of the members you identified in question 2
and write your answer in table format as below. Prepare and write a one-page proposal,
approximately 400 words, justifying allocation of the following resources to your training:

Resource Requirement(s) for the training

Human Example: SME trainer for two days (etc)

Financial Finances required to pay SME trainers for the todays

Physical A proper location for the training of the personnel for

information systems
Time Allocating adequate time for conducting the training to
the relevant personnel in the information management
sector.

Human: The use of human resource has been used increasing the level of productivity in the recent past
become one of the core objectives of any future-oriented organization. Using the SME trainer would then
enhance productivity which is usually a measure of how long the business organization can sustain itself in
the long run. However, the increased productivity levels within an organization have not gained the much
commitment needed since the human resource departments have turned it into a routine activity.
Financial:
Financial prospect is a crucial aspect in the success of any organization. This entails the way in

which the organization uses finances in management of its personnel and addressing the concerns raised by

the employees as well as how they interact. In the event the management maintains a good interaction with
Systems Analysis Questions/Answer
the staff, there are minimal conflicts in the workplace, the employees will have morale and hence the

productivity will be significantly increased. Management can improve the communication with the

employees to let them to be aware on all the developments within the organization. The management

should emphasize on reducing the employees turnover as a way of taking part in their career development.

This may involve the setting up of development plans through the annual performance appraisals.

Physical: The management should instil a spirit of dynamic search and growth to its workforce and provide

opportunities where employees can fully utilize their talents and skills. Mediocrity and stagnation in

working standards may destroy talents and skills of employees. The organization has the responsibility of

setting achievable standards of performance to realize the energies and the ability of their employees, and

this will improve their productivity. The management must pursue higher productivity not for its benefits

but also as a source of continuous improvement of employees work life. Matching organizational

objectives to the needs of the workforce provides the impetus for peak performance, and the employees

begin to associate themselves with the success of an organization. It is important that the company’s

prosperity be reflected on employees’ living standards.

Time: Time is a resource that depicts a key player as far as the management of information is concerned. It

therefore determines the various initiatives that the operators and mangers of information system use in

assessing the progressive and productive work from the other members that are devoted to delivering their

best in task execution. Forecasting widely impacts the manner in which employees will be able to identify

the talented information systems teams, motivate them by providing more equipment enough time for the

execution of tasks, as well as offering those rewards for training for sharpening their skills inclusive. All of

these activities are essential in the manipulation of external data as well as the data within the business for

a clearer ranking of the production levels of the company with the others in the industry. Workable insights

can be derived from this data and will be imperative in the delivery of better services to the customers as

well as can be shared by with other business leaders in the corporate world.
Systems Analysis Questions/Answer
4 Create an email, memo, poster or webpage to promote the use of the knowledge management
system. Ensure you explain how the information will be read by all relevant personnel. (approx. 250
words)
Due to technological changes, environmental changes and structural changes, employees, and executive are

required to have skills that enable them to adapt to these changes appropriately for the attainment of the

organization’s goals in time. To improve these skills, the company can organize various training and

development programs induction, socialization and career development programs. For our organization’s

quest in remaining successful and relevant in the technology field, the art of change and innovation

becomes a requirement. Otherwise, with time they will become candidates of extinction and vanish from

the business field. Through innovation and change, an organization is capable of competing favourably in

the marketplace by maintaining flexibility and continually improve their quality of products and services.

The challenge for the organization points to stimulation of the employee's creativity and tolerance for

change. In this regard, a clear understanding of management of information system The application

managers should develop an inclusive, almost accordion-like framework to direct decisions about when

and how to gather the required information from all groups affected by the innovation. The implementation

manager should know how to gather relevant information at various stages of implementation and how to

incorporate it in the application process. Therefore, the person in charge of the implementation whether, in

the developing organization, the intermediary position not in the user organization needs a design handoff

that it becomes almost invisible.

.
Systems Analysis Questions/Answer
5 Identify the performance measures used to calculate the effectiveness of your organisation’s
information systems. You may select a single system, such as a CRM, or a whole system. List some
of these measures and describe how they are collected; for example, automatically, via an integrated
computer KMS. (approx. 150 words)
It becomes challenging for achievement of quality to the extent to which the needs and expectations of the

customers are satisfied by the products or services offered by the CRM aspects. Some of the key

performance variables in improvement of quality includes;

I. Reliability, the ability of a product failing within a specified period.

II. Aesthetics, the general appeal of the product such as surface finish.

III. Durability is the measure of goods life about economic and technical aspect.

These aspects are measured and collected through integrated computer systems and in this case markets

exist as the primary driving forces of information management today. It becomes a challenge responding to

global technological needs wherever the demand arises. In most cases, it becomes difficult for the

organizational operations’ quest in gaining a fair share of the market coverage and to remain convenient at

all times.

6 Access and write a brief summary, approximately 300 words, of scope and purpose of the Australian
Standard for Knowledge Management AS 5037:2005.

infostore.saiglobal.com/store/Preview Doc.aspx?saleItemID=391611
Stimulating Innovation and Change

For most organizations in Australia, the standard’s quest remains successful and relevant in the technology

field, the art of change and innovation becomes a requirement. Otherwise, with time they will become

candidates of extinction and vanish from the business field. Through innovation and change, an

organization is capable of competing favourably in the marketplace by maintaining flexibility and

continually improve their quality of products and services. The challenge for the organization points to

stimulation of the employee's creativity and tolerance for change.

In another purpose and scope of ASKM, Double role is whereby those in charge of technological change

should serve as both professional developer and implementer. As a requirement, one organization,
Systems Analysis Questions/Answer
develops the technology then pass it over to the final users. These users have quite some knowledge about

the areas of application, but they are less technically skilled for the technology. Occasionally, the user

organization is not willing or capable to take on responsibility for the technology at the point in its

evolution. Therefore the person in charge of the implementation whether, in the developing organization,

the intermediary position not in the user organization needs a design handoff that it becomes almost

invisible. Lastly, due to technological changes, environmental changes and structural changes, employees,

and executive are required to have knowledge and skills that enable them to adapt to these changes

appropriately for the attainment of the organization’s goals in time. To improve these skills the company

can organize various training and development programs induction, socialization and career development

programs. It clearly, portrays our company’s organizational culture as a means through which our

employees interact with each other and air out their views and feelings about the company. From the

achievement, our management gets the go ahead in designing, development, purchase and installation of

new technological systems.