Knowledge Management Strategy for a Business

This document discusses the importance of knowledge management in a business and provides a critical evaluation of the effectiveness of existing knowledge management systems. It also explores the knowledge management options available in the marketplace and provides recommendations for developing an effective knowledge management strategy.

Direct the development of a
Knowledge Management strategy
for a business

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Critical evaluation on effectiveness of existing knowledge management system.......................1
Knowledge management options available in the marketplace...................................................4
A Knowledge of management strategy......................................................................................11
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Knowledge management (KM) in a firm implies an effective and strong tie for meeting
goals and strategy. It involves process of managing knowledge which is useful for special
business purpose, as well as create organisational value (Hock-Doepgen and et.al., 2020). For
this purpose, KM includes where, what and how information exists, for analysing way to keep
availability of right knowledge for right people, in prescribed period of time. The present unit
demonstrates skills and abilities which is required for evaluating existing KM process, to identify
barriers arise in capturing new knowledge, so that effective strategies can be developed (Susanty,
Yuningsih and Anggadwita, 2019).
For this purpose, investigation is made on Medicus College, which is registered training
organisation of Australia. It is dedicated for providing various study options, which helps
students to become future leaders and innovators in a particular field (Qi and Chau, 2018).
Through providing the training, it aids learners for being engaged in a career path, by opening an
opportunity to develop skills as per organisational requirement. This assignment is mainly
applied to individuals that work as administrative executive and lead for analysing,
implementing and managing the knowledge, for supporting the organisational strategic goals. A
number of barriers which affects effectiveness of KM system in respective firm, also discuss,
with recommendation to develop better strategies.
MAIN BODY
Critical evaluation on effectiveness of existing knowledge management system
A knowledge management system refers to an IT system which stores and retrieves
information, for improving the understanding, collaboration, as well as process alignment. This
system can be existed within teams or organisations, where they can also be used for centring the
knowledge base for its users (Uden and et. al., 2019). Building a KM system helps a firm in
minimising support costs, increasing customer happiness and improving the overall experience
of customer and successful return on investment. In this regard, educational or training
institutions which provide knowledge and online courses to students, needs to adopt effective
KM system. It helps learners to utilise information for achievement of better tasks (Ali, Musawir
and Ali, 2018). In context with Medicus College of Australia, it is an RTO (registered training
organisation), which offers high quality education in ICT (information and telecommunications),
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leadership and management. The courses are offered at its campuses located in St Leonards,
Canberra and Adelaide, where students from more than 20 nationalities are taught (Ali, 2020).
This college provides flexible study options to students and help them to gain knowledge of
latest industrial knowledge, relevant skills and abilities (Le and Lei, 2019). To help learners in
utilising and getting accessibility of course at any span of time, the knowledge system of
Medicus College is based on DigiGround (Medicus College, 2020). This system built a new
and customised WordPress website that complete with imagery and design.
Difference between knowledge management and information management systems
Knowledge management system Information management system
Information management within a firm, mainly
concerns with managing the information
resources for improving organisational
performance (Ali, Musawir and Ali, 2018).
While knowledge management focuses on
process to create, acquire, share and capture
knowledge to enable learning within a firm.
Knowledge management as a critical
component has people for being managed. It is
oriented to add value with enhancing
organisational performance via a set of key-
process i.e. through sharing of knowledge.
On the other hand, Information management
emphasis on activities that are required for
controlling records of organisation (Hock-
Doepgen and et. al., 2020). It is done mainly
through storing and managing informational
resources, and IT resources can be used.
People are important but not a critical resource.
It deals with codified and uncodified both type
of knowledge (Cabrilo and Dahms, 2018).
Here, uncodified knowledge refers to be most
valuable which finds in minds of practitioners
and unarticulated on the basis of context and
experience.
It deals with structured as well as unstructured
facts and figures.
Effectiveness of DigiGround Knowledge System
Knowledge management systems is one of an IT system which acquires, stores, manage
and retrieves the knowledge, for improving collaboration and locating knowledge based sources.
In context with Medicus College, with development of new educational based industry
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regulations, it becomes highly important that this college must updated its website for meeting
these standards (Gaviria-Marin, Merigo and Popa, 2018). It is dedicated for providing various
study options, to prepare students to become innovators and leaders in chosen path. The main
organisational objective of Medicus College is to deliver high quality education and training to
its international students, as per Australian Vocational Education and Training sector. In addition
to this, its main goal is to help students in becoming the more productive professional in today’s
digital age (Chaffey, Hemphill and Edmundson-Bird, 2019). Therefore, for offering affordable,
accessible and effective opportunities of learning, to its learners and help in building a useful
society via vocational training. To meet such objectives and accomplishment of aims, as
knowledge management system plays a crucial role. It helps in increasing student happiness by
increasing accessibility of knowledge or course in which they seek to make career (de Wit-de
Vries and et. al., 2019). Along with this, it also decreases support cost, with improvement in
overall experience of learning. For this purpose, it uses DigiGround based software, that helps in
providing business solutions to various colleges across Australia. DigiGround is one of the
award-winning digital application and marketing development software, that helps business
entities in building application software for knowledge management (Bacon, Williams and
Davies, 2020). The mobile application development services offered by this agency, come with
all support which is required to ensure that custom application is designed successful and
delivers a better return to business.
However, it has evaluated that effects of using the digital ground technology on
organization seem not given sufficient support, prior to introduction of a new system. In general,
two sets of knowledge are necessary for designing and implementing KM system. It includes
technical programming including design know-how; and organizational know-how based on
knowledge flows’ understanding (Bamel and Bamel, 2018). The main problem in this context is
that acquiring both sets of knowledge is rarely by single person, where technology often seems to
be designed based on both sets. Therefore, Medicus College faced issue in terms of making
balance between organizational practices and between IT systems, including with acceptance in
its organizational culture. Along with this, identifying the several additional factors that
decreases effectiveness of DigiGround based knowledge system of Medicus College include its
organisational culture, lack of support of its top management support, organizational culture,
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resistance to change and more (Kim, 2018). Similarly, not proper understanding some specific
function as well as limitation of each individual knowledge system also reduces effectiveness.
Knowledge management options available in the marketplace
Knowledge Management practices are found as directly related with organizational
performance that, in turn, impact on financial performance as well (Nikolaou, 2019). The various
set of KM practices are generally, associated with organisational value discipline like customer
intimacy, operational excellence and product development. In general, gap exists within KM
practices that organisations believe to be highly important and directly related to performance.
Knowledge sharing refers to corner-stone of many organisations’ knowledge-management (KM)
strategy. Despite the growing significance of knowledge sharing’s practices for organisations’
competitiveness and market performance, several barriers make it difficult for KM to achieve the
goals and deliver a positive return on investment (Wijethilake, Munir and Appuhami, 2018). As
knowledge management includes people, process and technology as three main aspects within a
firm, therefore, to make improvement in this system, it is essential for concerning on barriers
first that arise in implementing and managing the same.
Figure 1: Components of Knowledge Management
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People based barriers in knowledge management –
As in managing and transferring knowledge in Medicus College and other organisation,
lack of time for the same, especially when more time is spent on identifying need of different-
different learners for sharing knowledge (Shahroom and Hussin, 2018). Another main factor
includes lack of awareness as well as realisation of benefit and value of knowledge management,
also arise barriers in same. Along with this, insufficient capture, timely not taking the feedback
from learners, communication, evaluation and other, also affects KM practices in present
organisation.
Organisational based barriers in knowledge management –
In integration and executing of KM strategy, it is essential to have clear information
about company’s goals to people associated with it, otherwise it will ruin all process. Therefore,
management of Medicus College have concerned about it, while executing its KM practices
using DigiGround technology (Senyo, Liu and Effah, 2019). But due to lack of leadership as well
as ineffective managerial direction, in this firm, in terms of communicating organisational value
and benefits of such practices in clear manner, arise problems in knowledge management. Along
with this, communication flow from top level to bottom and flow of knowledge are seemed to be
restricted within certain directions, which also interrupts KM process in this college (Ali, 2020)
(Khashab, Gulliver and Ayoubi, 2020).
Technology based barriers in knowledge management
As applications and different software used by Medicus College are mostly based on
DigiGround based technology, therefore, it helps in sharing knowledge and provide them various
courses with updated information easily (Massingham, 2018). But still it faces a number of
problems in achievement of efficiency of its KM system. The reason which create barriers
include mismatch between need requirements of individuals and integrated IT systems, including
processes in restrict sharing practices. Along with this, lack of integration of knowledge systems
and its processes, also impedes on the manner, in which associated people do things (Oyemomi
and et. al., 2019). Furthermore, shortage of technical support sometime, with immediate
requirement of maintenance the integration of IT systems, create obstructions in routine work
and flow of communication.
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Different options available for knowledge management software –
As it has been evaluated that for best transferring the knowledge to learners relevant as
per their course, as well as people regarding with particular word, so that they can be able to take
advantage, it is essential for Medicus College to implement better knowledge management
software (Massingham, 2018). This would help in setting up the mentoring relationship within
experienced and new employees, for giving their role in achievement of organisational
objectives. For implementing document management system and provide access for key explicit
knowledge, a number of software are available. For this purpose, its IT department need to
concern on most prominent features, which new knowledge management software must have,
like powerful search engine option, collaboration and integration with other IT systems or
application (Oyemomi and et. al., 2019). KM software can be more useful and save time in an
organisation, if it is accessible anywhere and anytime. Therefore, it would be available on mobile
devices and tablets. Along with this, it should easily update essential information; transfer with
more accuracy and consistency; help learners in quickly finding required information; etc. which
saves a lot of time.
With advancement and development of technology, a number of options are available in
market regarding with adoption of knowledge management software (de Wit-de Vries and et. al.,
2019). It includes Document360, Zendesk, LiveAgent, ProProfs Knowledge Base, Zoho Desk,
Confluence, ServiceNow Knowledge Management, Guru, ComAround Knowledge, Inkling,
KnowledgeOwl, KBPublisher and more. All these software have own benefits and run on
different-different platform, therefore, before adoption any one, it is essential to make a
comparison as explained below –
Comparison of top ten KM software –
KM Software Platform Verdict
Document360 Web-based Easy to use due to better
functionalities, like easily
integration with other software
like Intercom, Microsoft,
Freshdesk etc. (Le and Lei,
2019). It also supports in 3rd
party collaboration with
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international languages.
Confluence Android,
Windows, iOS,
Linux,
Knowledge sharing and
document transferring is easy,
by using this KM software
(Ali, Musawir and Ali, 2018).
It provides a number of useful
features like exporting to PDF
and copy & paste of images
etc.
LiveAgent Windows, Linux, Android,
Mac, iOS and Web-based.
The price in terms of value
ratio considered as great.
ProProfs Knowledge Base Web-based It refers as an online tool,
having the facility for defining
roles and permissions (Ali,
2020). Along with this, it can
be integrated with other
software like Google
Analytics, Live Chat and more
ServiceNow Knowledge
Management
Windows,
Web-based, Mac.
This knowledge system
consists good features with
number of functionalities, that
are much
easy to use.
Zendesk Android,
Web-based,
iOS.
The system as comparison is
good and helps in performs all
desired functions more
efficiently (Hock-Doepgen
and et. al., 2020). It is worth
for its price.
Zoho Desk iOS and
Android.
This software is cloud-based
system, which gives functions
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like Ticket tracking, managing
large information and more,
including usage of overall
system more easy.
Approach that meets organisational needs of Medicus College
For supporting and meeting organisational needs, it is essential for management of
Medicus College to concern on utilising various approaches also (Hislop, Bosua and Helms,
2018). It includes incentives and reward system to associated people, to gain their support in
replacing old software with new one i.e. designing and installing new KM software based on
Zoho Desk, Zendesk, Confluence and other, as mentioned above. But before distributing roles
and responsibilities to employees for managing and transferring knowledge, via utilisation of
new application, it is essential to organise proper training first. This would help in making people
able to become familiar with new software, as well as understand how to work on the same.
Through this process, Medicus College gains benefits in terms of increasing their productivity as
well, so that higher performance of them can be utilised to meet organisational goals (Martins
and et. al., 2019). As per above discussion, a number of barriers have been evaluated that affect
effectiveness of KM practices of this firm, in terms of technology, personalised need and
organisational based. Therefore, with considering the need of personalised training, it is essential
for management to work on leadership and managerial problems as well (Qi and Chau, 2018).
For this purpose, effective leadership style like democratic, laiseez faire and more, needs to be
adopted, so that top level of staff can make better relationship with other employees, to engage
them in accomplishment of organisational goals. Similarly, working on making communication
flow better, providing timely information to all, regarding with benefits and organisational value
of Knowledge Management etc., would help in reducing barriers in earning engagement of
employees, while implementing new software at workplace. Thus, after making communication
better, next and most essential step on which management of Medicus College need to work is
designing incentive based plan (Wijethilake, Munir and Appuhami, 2018). Through this plan,
they can influence and boost morale of employees to give better performance for achievement of
organisational objectives.
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Considering all these options available for implementing knowledge management, it is
better for Medicus College to adopt Zoho Desk software for developing the same (Cabrilo and
Dahms, 2018). Organizing knowledge based content using this software, which consists cloud
computing based features, will help in transferring and sharing information more easily, within
less span of time. The category refers to a top-level folder in the knowledge base, which is
directly linked with each department (Shujahat and et. al., 2019). In case of adding any new
department, this function allows to create its associated category in your Knowledge Base. Along
with this multiple sections can be added underneath a category for organizing the information.
The feasibility of this software can be measured by development of business case analysis as
given below –
Business Case Analysis –
Organisational goals of Medicus College –
The main organisational goal of Medicus College is “To deliver the high quality
education and training to its national and international students, as per AVET (Australian
Vocational Education and Training sector)”. Working with purpose, to enable students in
becoming more productive professional and gain technical knowledge to work effective in digital
business environment, this firm emphasis more on offering the affordable, easy to reach and
effective learning opportunities to its learners (Shahroom and Hussin, 2018). This would help in
building a useful society through vocational training. In meeting these objectives and
accomplishment of organisational aims, this college focuses more on managing knowledge
properly via KM system, which is based on DigiGround applications. It plays a crucial role in
increasing student happiness by enhancing accessibility of knowledge or course in which they
seek to make career. In addition to this, it also aids to decrease the support cost, with more
improvement in entire learning experience of learners (Senyo, Liu and Effah, 2019).
Objectives –
As KM system plays a crucial role in boosting the efficiency of entire decision making
ability of employees, as well as to make sure that all associated people have access to overall
expertise (Khashab, Gulliver and Ayoubi, 2020). Therefore, to build smarter workforce who
have ability to make informed and quick decision, the following objectives have been made –
 To determine the barriers to KM system which affect abilities of Medicus College
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 To identify number of options available for replacement of existing KM system with new
one
 To develop KM strategy for implementing new system to meet organizational goals
Problems in existing Knowledge Management System –
As effective KM discipline aids to increase company’s productivity by ten to fifteen
percent, similarly, poor one results in high cost for a firm. Therefore, considering this fact, it has
been analyzed that Medicus College currently face a number of issues, in managing its
knowledge efficiently (Nikolaou, 2019). It includes increasing cost day-by-day, decreasing
accessibility, inappropriate behavior of working staff and more. So, through investigation it has
been identified there are some barriers present, which affects process of KM system. It includes
lack of compatibility within its diverse information systems and processes; lack of employee
familiarisation within organisational goals due to ineffective communication with upper staff,
mismatch between need requirements of individuals and integrated IT systems with restriction
and limited sharing practices, etc. (Uden and et. al., 2019). This states that Medicus College
requires for making better strategies to improve all three components of KM system viz. people,
technology and organisational process.
Effectiveness of new Knowledge Management System –
For meeting organizational goal and develop collaboration with other applications used in
each department, Medicus College need to replace its knowledge management system with new
one i.e. Zoho Desk software. This web-based desk software that provides ability for managing
significantly the customer support activities (Bamel and Bamel, 2018). It allows firms in
assigning, tracking and setting up alerts easily on help desk tickets. Along with this, Zoho Desk
can be customized for ensuring satisfaction and exceeding the customer support experience.
Using help desk management software, Medicus College control over the customer demand that
are submitted to support team through mobile, email and other web form. Its management can set
priority to an incoming demand of learners and then closed also the same, in preferred order
(Kim, 2018). Similarly, this software help learners proactively before making any contact to
support team. Furthermore, with the Help Center, its management can create a Knowledge Base
for students to make it available for 24/7 hours. This feature allows learners to create a ticket as
well as track it online, which eliminate need to contact its support centre. The most effective
advantage factor of knowledge management system by using Zoho desk software, is creation of
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customised and standard reports, as well as transfer the same easily on time, to different
departments simultaneously (Bacon, Williams and Davies, 2020). Therefore, getting detailed
information about all important facts about performance of support centre and entire knowledge
management system, help in achieving organisational goals more easily.
Thus, from all over the business case analysis, it has been evaluated that replacing
existing knowledge system with Zoho Desk Software, would help in sharing information more
easily with staff members and other departments. It consists a number of features for managing
knowledge such as Cataloging or Categorisation; Collaboration; Decision Tree; Discussion
Boards, Knowledge base management; Self Service Portal; Content Management, etc.
A Knowledge of management strategy
Whenever a management strategy is decided upon and implemented within the bounds of an
organisation, it is important to take the human resources into due consideration (Susanty,
Yuningsih and Anggadwita, 2019). They are the ones who actually provide assistance in
ensuring its success. So, the Medicus College will provide the staff members with knowledge
about the Zoho Desk Software along with its various features by leveraging a number of ways.
The software is very effective in managing the knowledge related to the organisation. Enable and
encourage the sharing of ideas, collaboration and access to the latest information. Knowledge
management enables individuals to stimulate innovation and the cultural changes needed to
evolve the organization and meet changing business needs. In this regard, one of the most
important ways is acknowledged to be providing the individuals with training whereby they will
be acquainted with information regarding how this software can be used and managed to derive
maximum possible positive outcomes for the firm. Besides this, it is also analysed that Medicus
College will be organizing workshops whereby thorough information about the respective
software will be provided to the personnel (Ali, Musawir and Ali, 2018). The information will
not just be theoretical but also practical. This will assist the manpower in actually getting
acquainted about the ways through which Zoho Desk Software can be most effectively employed
in the bounds of the campus. It will render assistance to the entity in Cataloguing or
Categorisations; Collaborations; Decision Trees; Discussion Board, Knowledge base
management; Self Service Portals; Content Management and so on. When individuals will have
in depth and sound knowledge of the different features as well as functions of this software, they
will be able to use it in an effectual manner for using and managing the organisational
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knowledge. As technology plays an important role, which cannot be perceived simply in the
form, of enabling tool, in fact, in today’s business, it acts as a key driver for enhancing
collaborative practices as well as sharing of knowledge within organisation. Modern
communication and collaboration of business solutions are limited at times, which required to
implement latest trendy features, by following the trends that are coming from consumer group
of population. The effective utilisation of the software by the personnel would imply benefit for
the college in the long run in terms of maintenance of relationship with its key stakeholders and
managing other important aspects (Gaviria-Marin, Merigo and Popa, 2018).
Knowledge management systems since protect an organisation from any type of loss of
information related to business, by capturing, storing and providing that in storage system, that is
accessible to all. Whilst a number of benefits to new knowledge management systems based on
Zoho Desk Software are plentiful for Medicus College, therefore, it is essential for its
management to understand how to implement it in efficient manner (Chaffey, Hemphill and
Edmundson-Bird, 2019). However, some firms might try and seek to apply a one size that fits all
approach by copy a system from other business, but it has evaluated that chance of gain success
is rarely for them, due to myriad of factors that define the way how each individual department
to carry out their associated work. Therefore, a better approach which required to develop and
implement a new knowledge management system is to make sure that maximum benefit can
more likely to be assured. In this regard, a number of essential steps that can be taken, for
creating knowledge management strategy needs to be considered by employers of Medicus
College to achieve desired optimum result (Ali, 2020).
The first step includes to evaluate efficiency of business via a top-down approach or a
bottom–up. Using such approach, helps management in identifying the key groups of employees
who will contribute more efforts strategically to implement the new KM system (Le and Lei,
2019). After identifying staff need to work on this process, another step includes conducting a
needs analysis with them. Here, key is to determine out what information they need as well as
knowledge they possess, to evaluate if they are able to perform their duties and responsibilities.
This evaluation must then be discussed with senior management, to analyze what type of training
programs are needed to be organized, for developing required skills and making them able to
work efficiently (Ali, Musawir and Ali, 2018). After completing the needs analysis, another main
focus need to be given on development of knowledge management strategy. This is the third step
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based on the data through formulating recommendations and finding solutions to address the
issues highlighted as per need analysis. At last, another step is to implement best initiatives,
which are based on most suitable techniques of knowledge management like DevOps (Qi and
Chau, 2018). It refers to combination of various business practices, cultural philosophies, tools
and techniques, that helps in increasing the organizational ability to deliver required application
i.e. new Knowledge Management System software at high velocity. It evolves and improves the
business practices at a faster pace than usage of traditional software development or
infrastructure management processes (Martins and et. al., 2019). Another main benefits of using
DevOps technique is combining the various applications used by each department and IT
operations, more easily, with aim to shorten SDLC (systems development life cycle). This would
provide continuous delivery including the advantage of improving software quality.
CONCLUSION
From all over the business analysis, it has been evaluated that Knowledge
management refers to be most important practice for a firm. It helps in boosting the efficiency
of decision-making ability of an organisation, by ensure that all working staff have access to
overall expertise that held within business. Having a smarter workforce in this regard, become
more able to make informed and quick decisions which benefit the company by completing its
goals on time. A number of advantage a firm can gain by implementing best KM system in its
business, such as efficient and smarter workplace; better and faster decision making abilities;
enhanced collaboration among departments by transferring knowledge etc. Along with this,
building the organizational knowledge with optimisation of on-boarding and training process
helps in increasing skill of employees and enhancing their performance to meet corporate goals.
In present organisation i.e. Medicus College, by establishing new system and effective KM
practices, this firm can speed up process of accessing the information and knowledge in its
business, which is essential to reduce tendency for re-inventing the wheel, with enhancement of
workers’ productivity.
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