BSBINM501 Assessment Task 1

BSBINM501 Assessment Task 1 1. Explain how you might identify the learning needs of others to ensure efficient and effective use of an organisations knowledge management system. I might identify the learning needs of others by: - Having an understanding of the requirements of people at different levels of the organisation - Knowing when there is a need for a team member to understand and use a different system - Knows when there is a gap in knowledge around the use of a management system - Understands and identify when there are gaps between what someone knows and what they need to know to perform their role when using an information management system 2. Explain three state or federal legislative requirements that need to be considered when securing human, financial and physical resources for management system learning activities, and provide examples of each. Three state of federal legislative requirements include: • Work health and safety (state and territory Acts) Example: ensuring systems and policies are in place to provide a safe and healthy working ng environment • Equity and diversity (federal Acts covering discrimination across sex, disabilities and cultural differences) Example: access and equity for all levels and abilities employed (or likely to be employed) within the organisation • The Privacy Act 1988 (Cth) (federal requirements for the handling of personal information). Example: dealing with employee and customer information within an information management system 3. Describe when organisational implications of new legislative requirements may fail the objectives required to undertake a management system learning activity Organisational implications of new legislative requirements may fail the objectives required to undertake a management system learning activity when there are faults in the plan or procedure, lack of training for employees in this area and/or outdated information. 4. When organising or facilitating learning activities, why is it paramount that information is shared using the appropriate method of training? It is paramount because:- So that priority is allocated to the training - So the trainee understands organisational involvement in the training - So all involved understand that there is a likelihood of future training, and In order to fully explain the extent of training required 5. Describe how the support and promotion of an organisation’s management system learning activities can have a positive impact on customer service expectations Support and promotion of an organisation’s management system learning activities can have a positive impact on customer service expectation by: • Helps to maintain processes • Standardises customer service standards • Allows for customer service feedback • Maintains staff morale and public perception • Eliminates problems around customer information • Enhances customer relationships 6. What are the main objectives behind implementing and monitoring effective document management system learning activity outcomes The main objectives are: • To limit the policies to the key determinants of quality • To ensure consistency with the vision, mission and values • To consider legislative requirements • To focus on assisting good quality decision-making rather than controlling • To ensure required staff and managerial behaviour is included 7. Describe when an organisation might review its training activities to meet new business demands or priorities. They might review: • When assessing the effectiveness of the information system • When reviewing business and operational plan and determining intended outcomes • When analysing the objectives for the implementation of the system • To meet new measures of health and safety improvements against policy benchmarks • When access by authorised staff and security has been breached 8. Explain why an information or knowledge management system needs to be monitored for compliance. List three laws relevant to the privacy and freedom of information when using an organisational system. This is so that best practice management utilises a mixture of technology and people. They need to be monitored for compliance, especially around the use of private information and public expectations around privacy. Improper or non-existent disclosure controls can be the main cause of privacy issues. Relevant laws: • Communication privacy laws • • Information privacy laws Online privacy laws 9. Explain the importance of aligning and integrating existing data into organisational information system, and provide one solution for dealing with integration issues. The alignment and integration of data into knowledge or information systems allows the organisation to establish who owns and controls what information. Therefore it is important that information levels are established to assist in recognising the ownership and distinguish the information content. Solution for dealing with integration issues would be using proxy services. Proxy services are an established technique for ‘hiding’ various incompatibilities. A proxy service is a software layer that is designed to access heterogeneous components of a complex knowledge system. 10. When mentoring or providing information sessions or workshops on management systems, why it is essential to collate information on an individual’s achievements and performance? It is important in order to: • determine if there is a performance gain/loss against historical data • determine what future performance indicators need to be developed • highlight organisational performance benchmarks to allow for true analyses • collate information of an individual’s achievements that allows for mapping of any shortfall skills gaps in desired performance • allow continued monitoring and reviewing of an organisation’s work practices and information system performance measures 11. What recommendations might an organisation elicit from work colleagues in order to improve their work group behaviours and performance output? Recommendations include: • Development of training and mentoring policies • Improved effectiveness of data systems • Encouragement of an environment of interpersonal knowledge sharing • Implementation of after-action reviews (AARs) • Staff involvement in the design of usable systems • Improved in-house internet (intranet) 12. Explain a contingency that may arise within an organisation’s management system. How will the organisation monitor and address performance issues that have occurred as a result? The management system can be benchmarked against criteria and a determination can be made as to the overall effectiveness of the system. The management system benchmarks objectives can be reviewed to ensure the implementation of the system addresses performance issues. 13. Explain when an organisation may analyse the effectiveness and limitations of its management system and when it may seek technical advice. Describe two components of the AAR. When assessing a system’s effectiveness an organisation may need to identify the: • number of entries • time of entries • location and time of use • performance gains/losses against historical data • data redundancies and relevance • data errors • system or process speed. Components of an AAR include: • What was supposed to happen? This highlights your organisation’s performance benchmarks to allow the analyst to gain a true comparison. Were the benchmarks an accurate reflection of organisational policy and direction? • What happened? This is a review that focuses on what actually happened. Did the process or action reach the targets the organisation had set? Were the targets achievable and relevant? This allows for mapping of the shortfalls in desired performance. • Why did it happen that way? If managed effectively, this step allows the review team to brainstorm, develop a concept map and draw knowledge from the data. Both positive and negative aspects of what happened are analysed. • What did we learn from this? This step allows for retrospective analysis and data mining. Critical knowledge gaps, strengths and limitations can be quickly identified and assigned to the appropriate personnel for further development. 14. Why is it essential that an organisation refer to its organisational policies and procedures development when reviewing its business and operational plans? • There may be changes to policy and procedure. • The change may be critical to achieving the organisation’s goals. • Significant risks are involved. • There are legislative or compliance issues. • Standardisation or consistency is at risk. • There is confusion about the best way to approach a task. 15. Describe a legislation change and its implication on organisational operations. How might the organisation ensure that its management system is dealing with this new change and its intended outcome? New labour law may be introduced and it will impact the organisational human resources and hence, operations. To ensure that its management system is dealing with it, the organisation must ensure that information about company changes are communicated and given as early as possible to enable people to contribute to change before decisions are made. Lateral communication should be improved. Cross-functional links should be developed, and staff mobility should be encouraged. 16. Read the case study then complete the tasks that follow: a. Suggest three ways that the company could manage the problem with its telephone system. Ways to manage the problem are by asking questions such as: • Review the system. Could a more-automated system be used? • Do staff need training in the system? • Is there adequate staffing for the number of calls? • Do other stakeholders need training in the system? b. List three ways you would assess the learning needs of the personnel who answer the phone. Look at the skills, knowledge and attitudes of all parties involved: • Do they understand the system well? • Do they have a training manual and/or quick guide to help them with the system? • Are they confident in their role? • Do they know the company policy regarding answering of phones? 17. Consider an incident that has occurred, or may occur, in an organisation where information from KMS could not be retrieved for some reason. This may be a customer inquiry, legal request, managerial request or personal reason. Using this incident report template, record the incident, actions and recommendations you would make. Date 24/1/17 Incident Hard disk drive failure on individual computer Consequence Some files not saved to the network drive resulting in loss of data Action taken Reported by Siau Date modified Computer replacement 10/2/17 Training in correct file management as per company policy provided Modified by Job title Signed Adam IT Assistant Adam Tims BSBINM501 Assessment Task 2 1. Organise learning to use the information or knowledge management system: a. Identify the learning needs or relevant BizOps personnel, and planned learning activities to enable them to use an information or knowledge management system. There has been an increase in the manufacturing defect rate of several of BizOps signature products due to the following management issue: - Too many disparate information management system - Sharing of passwords and access into BizOps networks without permission - Issues related to employee privacy, security of company records - No integration of coordination between information systems - A range of legacy systems are in need of either an upgrade or replacement - No clear strategic direction for the overall technology environment - Limited and patchy adoption of existing information systems by staff - Poor quality of information, including lack of consistency, duplication, and outof-date information - No recognition and support of information management by senior management - No resources for deploying, managing or improving information system - Lack of enterprise-wide definitions for information types and values - A large number of diverse business needs and issues to be addresses - Lack of clarity around broader organisational strategies and directions - Difficulties in changing staff working practices and processes - Limited learning opportunities - No contingencies for system failure - Internal politics impacting the ability to coordinate activities enterprise wide Learning needs: - Management of Information Management System - New and upgraded IMS knowledge - Web based reports - New integrated system training - Importance on system authority of usage Planned learning activities: - Training on IMS management - Training on integrated system - Training on web based reports - Training on IMS policy and procedure particularly on authority of usage b. Identify the secure human, financial and physical resources required for learning activities to use an information or knowledge management system, and how you would provide them. Resource Requirement/s for the training How to provide Human • Internal or external trainer • Hire trainer • Buddy or mentor while using the system • Create mentoring system • Cost of training • Allocate financial budget • Cost of downtime for trainer if internal • Cost of downtime for trainee • Where the training will take place • • Internal Allocate physical resources after identifying the requirements • External • Resources required • Telephone for simulation • Training manual • Policy guidelines • Will training take place at an allotted time? • • Will the trainee have a ‘buddy’ system for ‘on-the-job’ training? Financial Physical Time Create schedule and timeline c. Explain how you will organise and facilitate these learning activities I will organise and facilitate these learning activities by: - Selecting and creating a team to plan and implement the learning activities Communicate the changes Monitor and provide resources to ensure successful learning Some activities that I can provide and create to support learning: Activity How the activity supports learning Group email Identifies specific groups such as managers, line workers, accounts clerks, etc. An email could provide specific knowledge relating to this area and examples would encourage workers in this area to use the system. Email is also cost-effective and quick. Meetings Discussion at both formal and informal team meetings will allow all staff members to understand the new processes being put in place. Intranet Advertising the changes taking place on the company’s intranet provides information for staff members. Flyers on noticeboards Advertising the changes taking place for anyone who does not access the intranet ensures all staff, no matter what their role, are aware of the changes. Information/training sessions If the system is a new one, group information or training sessions could provide information on the system and a demonstration of how it works. d. Describe how you will monitor and document the effectiveness of the chosen learning activities. Monitoring methods include: • using trainee feedback surveys • using staff feedback surveys • implementing assessment into the learner activities • implementing staff reporting • documenting staff performance after training • implementing workplace observation • storing and analysing learner records. Monitoring tools and templates could include: • plans • agendas • minutes that indicate review of program content • resource materials • delivery and assessment methods • revisions • other changes made to a learning activity indicating action taken to improve its quality. I would document the effectiveness by gathering data from the above methods and tools/templates and create reports. e. Explain how you will monitor the progress of planned activities and schedules I would monitor the progress of planned activities and schedules by: - Regular meeting with the implementation team - Regular feedback from key stakeholders - Compare against planned timeline 2. Manage the use of the information or knowledge management system: a. Describe how you will ensure implementation of policies and procedure for the information or knowledge management system are monitored for compliance, effectiveness and efficiency I would ensure implementation of policies and procedure for the information or KMS are monitored for compliance, effectiveness and efficiency by: - Ensuring draft is created, edited, vet through, agreed by all senior management b. Discuss how you will use correct application of policies and procedures for the information or knowledge management system I will use correct application of policies and procedures for the information or KMS by: - Consulting with major stakeholders Going through all policies and procedures to ensure relevance and correct application c. Explain how you plan to address implementation issues and problems as they arise. I plan to address implementation issues and problems as they arise by: - Identifying the problems - Brainstorming for options - Mutually agree to a solution - Providing support, resources and guidance d. Describe how you will adhere to commercial confidentiality Commercial confidentiality refers to safeguarding the privacy of sensitive information of individual firms (such as market position, financial health, or whether the firm is receiving financial support). I would adhere to this by ensuring that information are only accessible to those who are authorized. e. Explain how you will monitor integration and alignment with data and information systems and ensure effectiveness of appropriate policies and procedures. I will monitor integration and alignment by: - Setting up User Acceptance Test - Getting feedback - Making appropriate amendments - Ensure appropriate policy and procedures are available to support and consistent to the integration and alignment f. Describe how you will collect information on achievement of performance measures. Two performance measures that can be used are: • key performance indicators • other systems for collecting and reporting information, such as compliance with policies and processes, training attendance and completion standards, and customer service feedback. Measures to record and monitor the achievement of these objectives may include: • system performance measures (for example, down time of the system) • • • • • compliance with legislation responsiveness to system issues efficiency of accessing information accuracy of information held within the system customer feedback. g. Describe how you will ensure the correct management of organisational records I will ensure correct management of organisational records by: - Providing awareness - Providing training - Providing a system to ensure organisational records are maintained, updated and stored in a proper manner h. Describe how you plan to manage contingencies, such as a system failure or technical difficulties, by accessing technical specialist help when required. I would do the following: • providing a secure backup for all records • developing policies and procedures governing regular backup of data • training at least two personnel in the key elements of information management • encouraging staff to offer suggestions to improve record storage • reviewing procedures to improve efficiency • surveying stakeholders to assess their information requirements • involving staff in system design • fostering a knowledge sharing culture • simplifying information storage requirements. We could also manage contingencies by accessing technical help such as: - Helpdesk - Helpdesk outsourcing - Product training and backup service - Technical support - Data recovery - Complaints department - Back up work i. Discuss the implemented strategies you will deploy for a diverse range of colleagues and clients in order to build rapport and foster strong relationships. I would deploy the following: - Effective communication strategy - Treating everyone with respect, courtesy and sensitivity - Take into consideration cultural differences in all verbal and non-verbal communication - Use communication to develop and maintain positive relationships, mutual trust and confidence Overcome language barriers by avoiding jargons, using easy and precise words or translator 3. Review the use of the information or knowledge management system: a. Explain how you will analyse effectiveness of the management system and report on strengths and limitations of the current BizOps system I would analyse effectiveness of the management system by gathering data on the system like a situational analysis of the strengths and limitations of the current system. These data are gathered from the system users. b. How effective are the current General purchase information management system guidelines? Strength: - Gathers information on purchase conditions, best supplier, possible cuts in purchase costs, storage costs, handling cost cuts, optimum order quality, delivery terms and conditions, training requirements for purchasing staff and purchase risk level - Able to provide market research information and field data based on an appropriate sample Weakness: - Systems are abundant and are not linked to each other Users share passwords and access without permission No contingencies for system failure In assessing the system’s effectiveness, I need to identify: ▪ ▪ ▪ ▪ ▪ ▪ ▪ number of entries time of entries location and time of use performance gains/losses against historical data data redundancies and relevance data errors system or process speed. c. Describe your research method and how you critically analysed documentations from a variety of sources to determine requirements. I would research as follows: Set up collection and reporting system Write clear descriptions of type of information to be used Agree on method for establishing current performance List resources Agree on information formats and classifications Identify possible sources of benchmark data Set up a reporting schedule Establish positions and responsibilities Stipulate reporting needs Collaborate with process stakeholders Data collection methods include: Personal input • Reports, essays, white papers, reviews, narrative responses to KPIs Fully automated • Electronic data collection between systems, usually manufacturing or industrial systems that communicate performance data in pre-set formats Semi-automated • Collect, analyse and aubmit data d. Explain the business and operational plan review process and how you determine its effectiveness There will be a strategic review, followed by the operational plan. I could review the effectiveness of the processes every three month review in the beginning and then a twelve month review. e. Provide your proposed knowledge management system outcomes - Every person in the company has access to management and business knowledge - Makes it possible for you to support new technologies easily and capture new knowledge for future use - Integrated system - Due to the existing knowledge base, the employees can quickly find all the information they need - Create knowledge base articles using the real-time HTML editing tools - Facilitates IT staff members stay up to date on various, ever-changing technologies - Reduces IT costs without having to compromise quality service to internal and external customers - Improves staff engagement and communication - Helps in delivering better measurement and accountability f. Describe the importance of taking full responsibility for following policies, procedures and legislative requirements It is important to take full responsibility for following policies, procedures and legislative requirements: - To ensure legislative compliance - To ensure consistency - To achieve standards set - To achieve expected outcome - To address organisational requirement g. Explain how you will encourage the BizOps teams to take responsibility for planning and sequencing complex tasks and workload I will encourage the BizOps teams to take responsibility by: - Setting up meeting - Assigning task based on their strengths - Develop team cohesion - Encourage participation - Communicating clear expectation - Mutually agree on goal and tasks h. List recommendations you will make for improvement to the current BizOps management system, policy or work practices as appropriate. - Improve intranet. Develop training and mentoring policies. Develop effective data systems. Share interpersonal knowledge. Involve staff in the design of a better system. Select a better system. Monitor compliance.