Telephone Company: Knowledge Management System- Case Study Assignment Solution

Knowledge Management System-Case Study

Managing the use of the system

This assessment evaluates a number of elements of competency that will assess your knowledge and skills in managing an information or knowledge management system.

Procedure:

1. Answer the questions in Part A

2. Read the case study given in Part B and complete the three tasks listed at the end.

To be deemed competent you will need to successfully demonstrate the following:

• You must complete and successfully answer all questions.

Part A: Theory review and application

1. List and explain some of the ways in which your organization ensures staff training on information systems is effective. What improvements could you recommend to improve compliance with company procedures?
2. Most organizations have multiple sets of data on different systems such as procurement, sales, logistics and finance. Describe how your organization could ensure these systems are integrated and aligned so information sharing could occur. (Note: If your organization already does this, investigate and report on how it was achieved).
3. One of the most important things to consider when maintaining your knowledge management system is that legal requirements are met. Identify, list and briefly explain the legislative requirements that pertain to your organization’s KMS.
4. Access your organization’s information system to collect information relating to achievement of performance measures. Write a brief report on the types of performance measures used, and how achievement is measured. This might include sales performance statistics, accounts receivable, aged debtors, stock turnover reports.
5. Describe the various means your organization uses to plan for contingencies or deal with technical problems. What improvement to current procedures could be made?

Part B: Case Study

Read the case study then complete the three tasks that follow.

Telephone company U-Phone needed to implement staff training in the use of their new video phone service. The company identified two major issues:

1. When to hold the training at a time all the staff could attend, as many worked alternate shifts.
2. How the training could be contextualized to meet the individual level of staff expertise and technical knowledge.

The way these issues were overcome was to hold a series of small training sessions for all the department managers (day and night shift) who, in turn, held training sessions for their staff. This also allowed the department heads to aim the training at their own staff learning needs and allowed a staged roll out of the training that didn’t disrupt the work rosters.

1. When installing a new system, what implementation issues could you be faced with in your organization?
2. Describe ways in which you would address these issues and other contingencies as they may arise.
3. If you were in charge of the U-Phone training program, what other approaches could you use to effectively and efficiently roll out the training?

Knowledge Management System

Managing the use of the system

1. When installing a new system, what implementation issues could you be faced in your organization?

One of the main issues faced by an organization in the implementation stage is an absence of the right fit for conducting the job. It has been often witnessed that restructuring systems by installing a new machinery can create an environment of resistance by existing employees. This is mainly because they are averse to use the new system. Hence, most organizations including U-phone has decided to offer training so that the resistance to change may be mitigated. The training stage should include practical demonstration and allowing employees to work on the new system so that employees get used to working with the system during the implementation stage (Grabski & Leech, 2011). Another issue is that personnel may have a lack of understanding or employing significant features. This is one of the reasons as to why personnel must be given a training manual that they can consult if they face difficulties in the implementation stage. Most firms fail to monitor performance and this is a significant step that must be taken during the implementation stage. This is mainly because performance measuring is an indicator of whether using the new system has helped in optimizing the performance levels of employees thereby supporting growth of the firm.

2. Describe ways in which you would address these issues and other contingencies as they may arise.

One significant issue that would arise is the gap in training. U-phone Company will be imparting training to department managers who in turn will train their subordinates. A lack of understanding of the department supervisors will lead to ineffective training of staff thereby creating several issues in the implementation stage. Hence, the training imparted to supervisors should be thorough. At the same time, there should be a personnel who could silently observe the training imparted by departmental supervisors to their subordinates. Feedback forms should be circulated during the training sessions to find out the reactions of the personnel (Martin, 2010). At the same time, the training should have a question answer session as well as short tests to determine whether employees have learnt working on the new system.

3. If you were in charge of U-phone training program, what other approaches could you use to effectively and efficiently roll out the training?

Training should be imparted in a manner so that it facilitates a change in cultural attitude. This helps employees to embrace the new system in which they will be working. Moreover, training must include interactive sessions that facilitates discussion and dialogues between the participants for supporting a culture of learning. U-phone training has decided to train supervisors and then ask them to impart training to personnel. Such moves are often taken as a resort to reduce the costs associated with training. The company should hire a consultant who has complete knowledge of the new system that has been installed. This will help in resolving the initial hitches (if at all) that the personnel may face while working on the new system. The training system must be formalized and should have a training manual that details the manner in which the new system needs to be used. At the same time, it is essential to obtain feedback from the personnel on the training imparted to find out possible areas of

improvement in training.

Case Study 2- Solution

1. List and explain some of the ways in which your organization ensures staff training on information systems is effective. What improvements could you recommend to improve compliances on company procedures?

Staff training on information systems provided by the organization can be made effective by ensuring that the supervisors interact with the subordinates to evaluate their key strengths and weaknesses and accordingly impart training to staff. Most organizations update the skills of personnel during performance appraisal. However, prior to conducting a staff training on information systems it is necessary to thoroughly assess the skills and weaknesses of personnel. Accordingly make a list of subjects that warrants training. It is necessary to liaise with the team leader for the best reflection on the competencies of team member prior to designing the training program. Especially while imparting training on information systems, it is essential for training to be imparted through the computer wherein staff are made to conduct working on the dummy program. This is essential for staff as they need to implement the information technology system during the implementation stage.

Organizations need to streamline their processes and policies. This can be done by automating the policies so that staff have knowledge of the company’s policies and compliance processes. The policies must explicitly mention the outcome of not complying with the policies and strategies of the company. All documents pertaining to policy, compliance measures, training manuals and approval requests should be automated so that everything is documented online. Weak areas that needs compliance has to be recognized and the same needs to be automated so that information is documented. Moreover, it is essential for the information systems established to track whether compliance is met. In case of any exceptions, the same may be notified online for the human resource personnel to take necessary actions for non – compliance.

2. Most organizations have multiple sets of data on different systems such as procurement, sales, logistics and finance. Describe how your organization could ensure that these systems are integrated and aligned so information sharing could occur.

It is essential for organizations to have an automated platform for accurate data management. The enterprise resource planning system is one way in which information of an organization is managed by the means of information technology. This is a comprehensive tool that facilitates the recording of data and accordingly using it. It helps organizations to employ a process facilitating integrated applications thereby helping to automate and expertly handle several functions of the organization including procurement, sales, logistics and finance. Organizational systems including procurement, sales, logistics and finance are related to each other and a common platform for recording and using relevant data from all these systems helps organizations to effectively manage and use information for getting superior outcomes (Addo-Tenkorang & Helo, 2011). ERP helps firms to have a complete visibility of all significant systems and procedures. Moreover, relevant data is accessible to all department personnel including the management. It helps in the establishment of a coherent and automated workflow that helps in clearly defining job roles and responsibilities. These systems help in excellent collaboration among all functions of the work of an organization thereby helping in offering an excellent visibility for the company. Moreover, ERP helps in syncing the work processes between different departments by helping staff to access relevant data for excellent performance functions.

3. One of the most important things to consider when maintaining your knowledge management system is that legal requirements are met. Identify, list and briefly explain the main legislature requirements that pertain to your organization’s KMS.

The main legislations pertaining to the knowledge management system of my organization is that of safeguarding intellectual property. The intellectual property law maintains that properties like designs, patents, copyrights and trademarks will be protected. This also includes the safeguard of trade secrets and confidential data. One

of the critical legislations pertaining to KMS is that of employment law. Especially in safeguarding knowledge management systems comprising of information technology and data recording systems, the intellectual property law is valid. It helps in retaining the confidentiality of data. Other than this, organizations have their own code of

conduct that help in safeguarding the knowledge management systems by ensuring the safety and security of information. Especially in an organization like Qantas, there are several guidelines and procedures including a security policy that helps in the protection of knowledge management systems (Burford & Ferguson, 2011).

4. Access your organization’s information system to collect information relating to achievement of performance measures. Write a brief report on the types of performance measures used, and how achievement is measured. This might include sales performance statistics, account receivable, aged debtors, stock turnover reports.

There are several types of performance measures. One of them is measuring the sales performance. This may be done by collecting information pertaining to sale of tickets and this helps in getting a clear indication of customer preferences. Conducting customer surveys and feedbacks help in collecting data and knowing customer preference. The sales data collected for a period of time should be analyzed with previous sales data to find out whether the company has increased its sale of services or products. Financial performance measure is another type of performance measure. This consists of manners in which profitability is measured.

Gross profit margin – the amount of money left after direct costs have been considered is gross profit margin.

Operating margin – this margin lies between the net and gross profit margins. This includes adding overheads and deducting tax and interest payments to measure profitability

Net profit margin – this takes all possible costs including tax and interest payments to decipher revenue earned by a firm.

Another type of performance measure used by an organization is that of accounts receivables. The collection effectiveness index (CEI) is used to track the performance of a firm’s accounts receivables performance. This is done by comparing the money owed to the firm and the actual amount of money garnered within a particular time

span (Leitch & Lamminmaki, 2011).

Aged debtors – organizations extending credit facilities to consumers have to monitor their debtors by tracking aged debtor balances. This performance measure can be tracked by means of inventory reports and routine debtor statistics (Leitch & Lamminmaki, 2011).

One of the performance indicators that help in measuring the performance of stock is the stock turnover rate. If the stock turnover rate is high it means that the organization is performing well and vice versa.

5. Describe the various means your organization uses to plan for contingencies or deal with technical problems. What improvement to current procedures could be made?

Efficient contingency plan takes care of implementing several security monitors while developing the information system. At the same time, it is necessary for firms to maintain controls with respect to the upkeep and maintenance of technical systems. It must be remembered that controls differ depending on systems. An Information System Contingency Plan is a manual that details processes for examining and recovering technical glitches that is experienced by a system after disruption. This manual has information required for the recovery of the system, including the components and functions, inventory data, processes for evaluation, processes for recovery in case of a technical glitch and procedures for testing the technical system (Harris & Grimalia, 2008).

The current processes in the contingency plan of Qantas does not consider severe disruptions having long term impacts. It is essential that the contingency plan developed an alternate strategy that facilitates the recovery of technical glitches for optimal performance. Strategies must be in place that helps in the rapid replacement of equipment or parts. Hence, the contingency plan should develop partnerships with at least three vendors providing information technology equipment.