Task 1 – The following activity forms part of your assessment of competency. You may also be required to demonstrate your skills and/or provide various workplace documents or third-party reports. Your trainer will give you guidance in this area.

Knowledge Management systems – This is a system which refers to or uses and Information Technology system to store and retrieve knowledge and information. The KMS (Knowledge Management System) improves collaborations, locates knowledge sources, mines repositories for hidden knowledge, captures and uses knowledge and enhances knowledge management processes.

Commonly knowledge management systems are used in business administration as the information which is collected is essential to the business and must be stored in a location which is easily accessible.

The following activity has been designed for all learners to complete.

a. When researching a knowledge management system for your company why should you first consult with stakeholders about the type of knowledge management system to use?

Stakeholders are the most important part for any organization. Stakeholder help identify the needs and ways in which an organization caters to its customers. Stakeholders constitutes of either internal and external in nature, whereas internal stakeholders are those who are internal to the company are employees, suppliers, managers, staffs and other constituents who are internal to the organization. Whereas external stakeholders are customers, agencies, government and other constituents. Gaining relevant feedback or input from stakeholders will allow good and quality inputs into knowledge management systems. Developing a good quality knowledge management system will allow sharing of relevant requirements.  

b. Give examples of how you might collect information from internal and external stakeholders

Collecting information is integral aspect to take pertinent decisions. Collection of data from internal stakeholders can happen by way of meetings, board room discussions, one-to-one interactions and so on. Collection of data from external stakeholders can happen by way feedback, mails, interactions, press conferences and so on. Collection of information has to be incorporated in a dynamic manner such that varied and diversified types of all possible information can be collected. For attaining goals of collecting information from stakeholders it is pertinent and necessary that secured means are included for collection of data.

2. Consider a system which provides information to external stakeholders; for example, allowing suppliers to provide quote information or customers to make purchases (You can use the Xerox system to complete the table.) 

Objectives of the system

The key objectives of Xerox systems for collecting information from external stakeholders is to gain relevant and necessary feedback. Such systems is designed to meet goals and objectives of the organization, which aims to collect information from various internal and external stakeholders.

Training Strategy

Training Strategy (cont.)

What methods of training will be used to train the stakeholders?  

Who will develop the training materials?

What resources are required?

How would you conduct follow up training?  

Face to face training

Will they be developed internally or externally

Budget

 This can be done online through skype or over through a webinar

Training Strategy in case of face to face training and interactions will be based on communicating objectives directly to stakeholders. Such training methods in face to face interactions will be to motivate and divert stakeholders towards the goals of the organization.   

Training materials needs to be developed internally due to access to a wide variety of detailed information which would otherwise not have been available to externally.

Primary resources that will be required in order that trainings are developed in a proper manner is budget with timely allocation. Budget is the most crucial aspect that will enable meeting of aspects of the training needs of the organization.  

A conduct follow up training can be done by way of Skype or webinar such that both way interactions can be initiated.

Training methods can also include personal interactions or ways through distribution of specific knowledge’s.  While interacting it becomes easier to assess and evaluate individual knowledge levels such that gap analysis can easily be made regarding existing levels of knowledge and desired levels.

Training materials can be obtained through external sources as through internet or by way of other training agencies that gives out training in specific areas. Training materials can also be designed by way of collecting and analyzing relevant data from internet and designing the same.   

Budget will be designed and approved from senior managers and stakeholders of organization such that it can easily be passed and within constraints. Budget has to be approved in advanced such that it can easily lead to system efficacy and can support in a way training needs of individuals.

Follow up training an also be undertaken by way of examinations and assessments that are conducted within the organization.

How would you determine if training has been successful?

Training methods success can directly be assessed by way of understanding and analyzing impacts on stakeholders through assessments. In case internal or external stakeholders are able to communicate or translate the objectives steadily into way of achievable goals for the organization then such training has been successful in nature. On the other hand in case they are unable to translate the communicated objectives into attainable goals then training has not been successful. Training can be designated as successful in nature when employees expected levels of performance matches expectations to that of the desired levels. There is prevailing little or almost nil gasp between the two then it can be understood that training goals has been met sufficiently .

How would you promote the system to external users?

Communicating training schedules to external stakeholders is integral as it allows as they will allow meeting of objectives in a better way. External users can be communicated regarding the system by way of regular interactions and emails coupled with other methods of promoting. Further the organization can make attractive promotional tools and methods to promote the same. The system’s efficiency and efficacy is the way in which external users can be greatly be attracted to it. Such efficiency and effectiveness of the system has to be highlighted in the process of developing of the system as well.

What strategies would you use to protect the system making sure external users would not make any changes to the system?

 Each and every system within will be protected using password and policies as well as norms. Such regulated norms and passkeys will not allow interference to take place such that external users will able to obtain necessary information but will not be able to make changes to it. It is important that external users are not able to take advantage or make changes to any type of prominent and integral data thereby making effective the system. Security and protection of privacy are integral to allow for development of a full proof system such that it efficiency towards users can be maximized in all possible respects.

Problem

Strategy for resolving problem

In the knowledge management system, you want to summarize your sales information by customer type. There is no report in the KMS which allows you to do this?

Sales information categorization by customer type would allow for easy referencing and feeding such information into knowledge management systems is beneficial. Reports generated from such knowledge management systems will allow to take decisions more easily. Strategy for resolving such issues will be to enter data accordingly in knowledge systems which will allow to summarize sales information according to customer type.

You are constantly losing data, due to your computer constantly crashing?

Computer maintains important and integral data for the entire organization. Hence it becomes important that such information is protected and maintained, crashing of computer might lead to losing of huge amounts of data. Strategy to prevent losing of data includes maintaining a stable hard disk and software systems along will back-up. Losing data is a serious type of issue and has to be attended to such that there are relatively little to no losses associated with the organization functionality . Losses to data can actually hamper productivity and efficiency of system related performances such that there are no actual gains incurred by incorporation of a large and complex system infrastructure. thus there needs to be facility that allows for protection of data along with making sure that the system is not losing out on any sort of critical data or perspective.    

A supplier has received information/data about one of your customers in error?

In case supplier receives information or data by way of error then all systems needs to be reviewed. Data or information loss to suppliers needs to be prevented. All knowledge systems needs to be checked rapidly to allow for protection of data and information. There are no ways or means by which the data can be retrieved from the supplier hence all possible ways has to be adopted such that the supplier is unable to utilize such data to his advantage. While there are no possible or prescribed methods to do the same there can only be individual ways of handling such linked information.  

Customers are complaining about shipping delays and back orders?

Knowledge management and computer systems needs to maintain a counter or deadline regulator which will allow or incorporation of data into systems. Such deadline regulators will allow to accommodate for meeting customer deadlines. Further an integrated supplier management system will allow to accommodate for triggering customer order shipment deadlines.

4. Using the web link provide watch the video on the information/knowledge management system. Describe the strengths and weaknesses of that system.

Strengths of the Xerox Knowledge Management System

Weaknesses of the Xerox Knowledge Management System

1. Dynamic in nature allowing for data input.

1.Requires regular monitoring of information.

2. User friendly to allow for handling of the systems easily.

2.Does not account for all types of user information and data.

3. Generates various required reports.

3.Does not meet all requirements of the system.

4. Technologically advanced in nature

4.Cannot  generate predictive reports

5. Describe what a SWOT analysis is. Give examples of how it may be used to measure the effectiveness of an information management system.

A SWOT analysis is a comprehensive strength, weakness, opportunity and threat analysis. A SWOT analysis provides understanding internal strengths, weaknesses such that one can deal with threats and create more opportunities for oneself. System effectiveness can be measured in terms of SWOT by allowing for diagnosing strengths and converting it into opportunities.

6. Using the knowledge management system and the link provided select a component of an information or knowledge management system that you are familiar with.

https://realkm.com/2016/02/03/components-of-a-knowledge-management-system/

a. Assess the effectiveness of this system, explaining how you collected the information to complete the assessment.

Knowledge management system might of several types and is designed in a manner such that it can deliver system effectiveness. Effectiveness of the system as depicted can be described by way of the various reports they generate. such information and data is used to form strategies for the future. Complete assessment of the knowledge systems depicts that without its functionality the system will be rendered useless in nature.    

b. How is the knowledge management system monitor for compliance, effectiveness and efficiency within the organisation?

Every knowledge management system needs to be monitored for effectiveness, compliance and efficiency within scope of the organization. A regular and thorough check-up of various systems allowing for providing dynamism and regulation of systems. A protection and security mechanism has also be provided such that compliance can be maintained in a proper manner.

c. Does the knowledge management system comply with organisational policies and procedures?

A knowledge management system is designed in such a manner such that it can meet the various system requirements along with compliance procedures. Thus, a compliance management procedure needs to include policies and procedures for knowledge management systems as well.

d. How does the knowledge management system identify with the Privacy Act 1988? Who is responsible for ensuring the knowledge management system complies with current legislation?

A knowledge management system needs to accommodate for Privacy Act 1988. Development of knowledge management should include such acts so that there are no security concerns. Each and every stakeholder within an organization has to ensure that knowledge management systems complies with current legislation and regulatory systems. But especial responsibility of compliance requirements is the capability of technological department.  

e. Identify the contingency plan which the organisation has put in place in case of system failure.

· Is there a technical specialist involved in restoring in knowledge management system?

· What measures are taken to ensure information is restored?

Every organization has to have a contingency planning such that system failure can easily be overcome. System failure is a major issue that has to be catered to such that it can be avoided in best possible manner. A contingency plan has to include all possible ways to cover and accommodate for any sort of discrepancy that might arise in systems.

· Technical specialization is involved in restoration of knowledge management systems. As knowledge management systems includes hardware along with software related information such technical aspects are required in making any changes or restoring the system in totality.

· An organization has to ensure to see that all possible steps are taken for restoration of system related information. Measures for recovering such systems includes maintain hard drives, software, malwares and so on.

f. Identify possible improvements that could be made to the system.

A knowledge management system is dynamic in nature hence all efforts needs to be taken to ensure that overall effectiveness is generated by means of system improvisation tools. Possible improvements that can be accommodated in current systems includes competitiveness such that overall system functionality can be improvised and better and more enhanced reports can be generated.  

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

Various employees needs to be engaged for the purpose of assessing systems and designing improvement strategies. Apart from technical team of employees other employees who might make valuable contribution to system effectiveness are marketing, accounts, purchase, sales and other departments.  

7. Using the information, you have gathered about a knowledge management system you now must put all the relevant knowledge into a 10-minute presentation. In your presentation you can include information on making recommendations for improvement to systems, policies and or work practices. This presentation needs to be checked by your assessor and delivered to your class. 

Task 2 – The below is a short case study on the company Victory Sports, they are a global company specialising in selling sporting equipment. Victory sports sells sporting apparel to a number of retail sports stores. You need to read through the case study which has been provided and answer the questions.

Victory Sports is a large sporting manufacturer who sells a range of sporting equipment and products to a range of retail stores throughout British Columbia, Ontario and Quebec.

Victory sports head office produces most marketing material but allows the stores to conduct their own direct marketing activities to their own customers.

Stock for the companies are ordered each week, on occasion the store manager places an order to the warehouse for additional stock.

The manager also provides a report to head office regarding the hours each employee has worked, so head office can process their pay.

1. Describe the information or knowledge management systems that may exist at the following locations:

a) Victory Sports store

Information or knowledge can be of various types but relevant type of knowledge’s are integral for system usability. For the purpose of the store data management a customer management system is required.

b) The warehouse

Within the warehouse there is required a product management system that product are input. Product and raw materials needs to be managed as to what is coming in and what products or raw materials are going out.  

c) Victory Sports head office

Head office of Victory Sports needs to incorporate various knowledge management systems to manage overall organizational objectives. Includes several aspects as human resource management, product management, customer management, supplier management and so on.   

2. What measures might be used to assess effectiveness of each of these systems?

Effectiveness of each systems needs to be assessed by way of evaluate functionalities. The organization needs to include multiple Key Performance Indicators (KPI) measures for effectiveness of system. Performance of each of the systems will be different as each system measures a different parameter. Measuring those parameters and comparing them against industry standards will help reveal whether the system has been effective in nature or not.

3. What legislative requirements may apply to the systems at each Victory Sports location?

Legislative requirements are necessary for each of knowledge management systems in Victory Sports locations. Legislative requirements needs to include trade union legislation, customer legislation and so on.

4. Does each company organisational policies and produces comply with relevant legislative requirements and the company’s individual organisational goals?

Company’s organizational policies need to comply with legislative requirements that can meet individual organizational goals. However, each and every policy does not need to comply with such policies. But major and stringent policies within organization has to be complied with.  

5. Imagine you are conducting a review of the warehouse system at Victory Sports.

a) How might you measure the effectiveness of this review?

Conducting a review of warehouse system at Victory Sports at each and every step effectiveness needs to be measured. System effectiveness of each and every measure has to be incorporated by means of KPI scores.

b) What challenges might you expect when implementing the upgrade to this system?

Upgrading a system might include several relevant challenges that might hinder systems implementations. Challenges while incorporating a new system can be staff training needs, system inadaptability, non-functionality and so on.  

c) How might you resolve these challenges?

Challenges while upgrading or incorporating system changes can be induced in terms of training for new systems, accommodating possible adaptations.  There might be other updation in systems as well as in other functionalities with appropriate division of responsibilities such that all changes can be incorporated.

Case study (cont’d)

Sam is a graduate marketing analyst working for Victory Sports. One of his key responsibilities is summarising sales results for each store, and developing comparisons between stores, regions, and competitors.

Sam develops reports on the figures, which she presents in the monthly management meetings.

Sam’s supervisor, David, feels that Sam is struggling with producing the regular reports and decides it would benefit Sam is she had some additional training to improve her skills.  Develop a report for David to submit for approval of Sam’s training. The report should include:

a) a summary of the skills and knowledge he may require

b) suggested methods for this training

c) resources required for the training

d) How success will be measured

e) How will David now monitor the progress of the training plan he has developed for Sam?

f) How will the progress of the training plan be monitored?

g) After Sam has completed the training how will the training be reviewed and changed to meet new demands and priorities brought about from the training?

Your report must be typed up using Microsoft word. You must include your name and student number on each page of your report. Please refer to the report structure for ideas and tips on writing your report. 

Table of Contents

Page

Introduction

1.0 Gap analysis

2.0 Type of training required

3.0 Resources required for the training

4.0 Critical success factors

5.0 Performance management

6.0 Training plan monitoring

7.0 Review

Conclusion

In order to render effectiveness to system performance and efficiency appropriate training needs to be included. Training is accommodated for the purpose of inducting employees as well as for the purpose of assimilating needs for the systems. Every employee needs to get relevant training such that there are no gaps prevailing in their levels of understanding . As Sam is a graduate in marketing analysts for Victory Sports and she is responsible for summarizing of sales for each store and then comparing them across regions, stores and competitors he needs to be properly trained. She is also responsible for development  of several presentations at monthly management meetings.  As Sam lags behind in production of regular reports her supervisor has decided on certain trainings that should be imparted to her. Thus, this training catalogue includes a summary of knowledge and skills along with ways in which trainings should be conducted. Resources for trainings are also included along with ways in which its success should be measured by way of monitoring progress.        

A gap analysis of levels of skills present with desired levels of skills presents which helps to meet training needs of an individual. Sam is a graduate and also possesses skills and knowledge pertaining to perform specific roles as well as duties. However the most important and relevant part and type of her duty that covers presenting facts and figures is remaining unfulfilled. Hence the gap needs to be fulfilled, gap analysis reflects the discrepancy in expected and desired levels of skills or knowledge required that might be attained by means of training or other types and forms of skills developmental tools.   

On the job training along with parallel skill development tis necessary to attain desired levels of proficiency.  For meeting a desired objectives various types of training methods might be required for gapping of individual skills and knowledge. For this particular requirement there is a requirement of on the job as well as off the job training methodologies. Training such as demonstrating necessary charts and works that have been used in the past for developing of customer trends depiction, analysis of charts and other presentation forms and so on. types of training in this case can also include relevant skill development training in software that allows easy preparation of various aspects.  

Training requires a large number of resources such as the training will be able to be accomplished in a complete manner. Resources for training includes presentation or training materials, handouts for guidance to training practices, practicing tool kit, interaction sessions through one-to-one or through webinars or Skype. Other resources that might be included for the purposes of training includes seminars for mass demonstrations, assessment scheduling, budgetary requirements and so on.

Measuring success is integral for any type and sort of training hence measuring of critical success factors for trainings are integral to its success. Measurement of critical success factor is important as it helps enabling and attaining of goals that are pertinent. A critical success factor for a training or performance is set against by evaluation and incorporation of various objectives and factors into the scope of goal orientation or setting. Critical success factor is dependent on several factors and needs to be frequently evaluated for achieving of desired goals. A critical success factor for an objective is set or designed against goal setting. It might be reflected through various scores taken altogether or scores taken separately.   

Performance management can be conducted in the field of training by measurement of success. Performance has to be reflected while assessing needs of training by individuals, thus it is an integral aspect for designing of training module. Employee performance management has to be designated and achieved such that organizational productivity and its goals can subsequently be met. Thus, performance management includes several steps and procedures such that all every aspect of sales, human resource management, accounting and other functionality can easily be achieved. In case of management of performance all gaps that are existing and causes variation in attaining of objectives has to be identified such that proper training goals and methods can be incorporated. Performance management also includes evaluation of skills and knowledge that are required or are necessary for getting of results or performance in a particular job role.    

A training plan is critical for the purpose of conducting training of any sort. Training plan monitoring allows to conduct training in a timely manner such that it can easily achieve its goals. A training plan consists of step by step inclusion of all detailed aspects of training as schedules, deadlines, charting of objectives, inclusion of budget and so on. Training plan is integral as it needs to incorporate all possible aspects of a training such that entire module and needs of individuals can be met. Monitoring is another important aspect of training and assesses training needs and targets achieved for customers. As in case of monitoring each and every aspects of planning and training procedure related to designed objectives are regulated in a timely and efficient manner. Monitoring allows achieving of objectives and meeting of trends in training needs such that once evaluated such goals can easily be met.     

While training has been designed and developed in a manner that allows for catering of designed objectives in order to cater to those objectives relevant steps needs to be taken. Adoption of procedures for training methods according to schedules and budgetary requirements will help meeting of norms according to desired and relevant requisitions. Reviewing of objectives can be obtained by way of accommodating in perspectives that were designed to be met by designated training procedures. Monitoring and evaluation of performance objectives are necessary for understanding meeting of performance objectives and goals. Review is an integral procedure that helps to attend and analyse designed goals.

Conclusion

Analysis of above training schedules and plans reflects that training is integral for successfully caring out any type of organizational objective.  Every organization has their predetermined goals and objectives that helps to cater to productivity and effectiveness of performance amongst its employees. The scope of the above training schedule depicts that an organization needs to have well designed objectives and employee performance indicators such that they are easily able to attain those goals. Through continuous on the job training methods it is possible to gain levels of performance and objectives through monitoring. However, every training has to be translated by means of performance objectives as well as indicators such that they can be attainable and evaluated easil by multiple means and methodology.

Assessment Outcome

£ Satisfactory

£ Not Yet Satisfactory

£ Re-assessment required

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I hereby certify that the above student has been assessed by myself and all assessments are carried out as required by the Principles of Assessments (Clause 1.8 of the Standards for RTO 2015).

____________________________ Date: ______________

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Assessors Name:

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