Manage an Information or Knowledge Management System Assessment

This assessment covers managing an information or knowledge management system. It includes identifying learning needs, securing resources, organizing and facilitating learning activities, promoting and supporting the system, and monitoring compliance, effectiveness, and efficiency. The assessment also includes a case study on alignment problems within the organization.

Canterbury Business
College CRICOS Code – 01899K RTO Code - 6554
ASSESSMENTUnit description:
Cluster Management 3
Unit Code BSBINM501
Unit Name Manage an information or knowledge management system
Qualification Name Diploma of Leadership and Management BSB51915
Training Package BSB
Assessment Tool Written report, Case Scenario – problem solving.
Student must fill this section:
Candidate Name:
Candidate ID:
Privacy Release Clause: “I give my permission for my assessment material to be used in the auditing,
assessment validation & moderation Process”
Plagiarism and
Collusion: “I acknowledge that entire assessment work is done by me”
Student signature: _________________ Date: _____________
Feedback to student:
Assessment Completion Status
Attempt Satisfactory Non-Satisfactory Date Assessor’s Signature
Initial attempt  
2nd attempt/Re-assessment
 
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Canterbury Business
College CRICOS Code – 01899K RTO Code - 6554
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Canterbury Business
College CRICOS Code – 01899K RTO Code - 6554
Information for Candidate: All work is to be entirely of the candidate.
General Information for this assessment: Read the instructions for each question very carefully. Be sure to PRINT your FULL name & LAST name in every place that is provided. Short questions must be answered in the spaces provided. For those activities requesting extra evidence such as: research reports, ESSAY reports, etc. The student must attach its own work
formatted in double space, Arial 12 pts. All activities must be addressed correctly in order to obtain a competence for the unit of competency. If the candidate doesn’t understand the assessment, they can request help from the assessor to interpret the assessment.
Re-assessment of Result & Academic Appeal procedures:
If a student at Canterbury Business College is not happy with his/ her results, the student may appeal against their result via a written letter, clearly
stating the grounds of appeal to the MSS / DSS. This should be submitted after completion of the subject and within 14 days of commencement of the
new term.
Re-assessment Process: An appeal in writing is made to the ACC / MSS providing reasons for re-assessment /appeal. ACC / MSS will delegate another faculty member of CBC to review the assessment. The student will be advised of the review result done by another assessor. If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge,
the ACC, the MSS and the DSS OR if need be an external assessor. The Institute will advise the student of the appeal decision within 14 days from the submission date of the appeal. The decision of the panel will
be deemed to be final. If the student is still not satisfied with the result, the he / she has the right to seek independent advice or follow external mediation option with
CBC’s nominated mediation agency. Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject.
The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These
principles require assessment to be reliable, fair, practical and valid.
Academic Appeals: If the student is dissatisfied with the outcome of the assessment marking process, he/she has a right to appeal the assessment results. The notice of appeal should be in writing addressed to the MSS / ACC and submitted within seven days of notification of the assessment results. If the appeal is not lodged in the specified time, the result will stand as marked. In emergency circumstances, such as in cases of serious illness or injury, the student must forward a medical certificate in support of a deferred
appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate. The decision of MSS / ACC will be discussed with the DSS and will be final.
For further information please refer to Student Handbook.
“I acknowledge that I have understood all the above rules and guidelines for the assessment
Full Name Signature Date (dd/mm/yyyy)
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Canterbury Business
College CRICOS Code – 01899K RTO Code - 6554
Submission Details
The Assessment Task is due on _05/12/2018_. Any variations to this arrangement must be
approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for
details.
Performance Criteria
The candidate should demonstrate knowledge of policies, protocols, procedures and practices
to manage information or knowledge within the organisation and among relevant stakeholders.
Organise learning to use information or knowledge management system
Manage use of information or knowledge management system
Review use of information or knowledge management system
Assessment Activities........................................................................................................................
Activity 1A...................................................................................................................................
Activity 1B...................................................................................................................................
Activity 1C...................................................................................................................................
Activity 1D...................................................................................................................................
Activity 1E...................................................................................................................................
Activity 2A...................................................................................................................................
Activity 2B...................................................................................................................................
Activity 2C...................................................................................................................................
Activity 2D...................................................................................................................................
Activity 2E...................................................................................................................................
Activity 3A...................................................................................................................................
Activity 3B...................................................................................................................................
Activity 3C...................................................................................................................................
Skills and Knowledge Activity......................................................................................................
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Canterbury Business
College CRICOS Code – 01899K RTO Code - 6554
Assessment Activities
Activity 1A
Objective To provide you with an opportunity to identify learning needs of relevant
personnel and stakeholders for input into and use of an information or
knowledge management system.
Activity Identify three different learning needs.
For each:
 Outline what it is
Ans- Problem solving is a basic learning need where employees will
learn about conflict management.
Adaptability is a developmental need where employees learn to adapt
with situations.
Interpersonal skills is a training and learning need which enables
employees to maintain cordial relation with co-workers.
 How would you identify it?
Ans- Learning needs can be identified by setting clear expectations for
each employee position. Their performances need to be monitored.
Organizing a work and task analysis (Armstrong & Taylor, 2014).
 How could you adapt your delivery to accommodate for this?
Ans- Employees can be given coaching and mentoring sessions,
Workshops and training programs, and individual developmental
plans.
Activity 1B
Objective To provide you with an opportunity to identify and secure human,
financial and physical resources required for learning activities to use an
information or knowledge management system.
Activity Outline the resources you would need in order to carry out a named learning
activity in your workplace.
You should make reference to:
 Human resources
Ans- If interpersonal skills are to enhanced, instructors and mentors
will be required to prepare programs accordingly (Gabčanová, 2012).
 Financial resources
Ans- In order to conduct the programs, a trainer needs to be hired
along room and equipment. The finances will include trainer fees,
room and equipment expense. Learning materials will be required.
 Physical resources.
Ans- Physical resources will be a room, equipment, books, internet
connection, and seating arrangements.
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Canterbury Business
College CRICOS Code – 01899K RTO Code - 6554
Activity 1C
Objective To provide you with an opportunity to organise and facilitate learning
activities.
Activity In your current job role, how can you organise and facilitate learning activities?
 What are you expected/required to do?
Ans- In my current job role, I will recognize the need for the activity and
plan the activity time and date accordingly. I will inform the employees
taking part in this activity and arrange for the resources.
 What do you do of your own initiative?
Ans- My own initiative in facilitating the learning activities will be to
promote the benefits of these activities, assisting others to make
arrangements and help in conducting these activities.
 What protocols must you adhere to?
Ans- The protocols will include understanding the activities needed, getting
the approval from seniors and preparing a budget for these activities.
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Canterbury Business
College CRICOS Code – 01899K RTO Code - 6554
Activity 1D
Objective To provide you with an opportunity to promote and support use of the
system throughout the organisation.
Activity Suggest three ways in which you could promote and support the
organisation’s information/knowledge management system.
For each:
 What could you do?
Ans- The first step will be to establish objectives for the knowledge
management programs. The second step will be to assess the current
state and provide recommendations to reach the desired state. The
third step will be to build a roadmap to implement the knowledge
management program throughout the organization.
 How would you do it?
Ans- The implementation of knowledge management system will
require using the system first by feeding relevant information in it.
Then, training will be provided on it and later reporting will be done to
tackle the issues.
 How would this help?
Ans- Effective use of information management system will improve
internal communication in an organization and any missing
information can be assessed in no time.
Activity 1E
Objective To provide you with an opportunity to monitor and document
effectiveness of learning activities.
Activity Explain the methodology you would use to monitor the effectiveness of
learning activities.
Ans- In order to monitor the effectiveness of learning activities, different
methodologies like Observing the training sessions, using quizzes and testing
of the learners can be done. Learners can present their learnings in form of
taking up tasks (Hameed & Waheed, 2011).
How would you document this? Are there any organisational protocols applied
to the documentation of results?
Ans- It is important to document the learnings as they can be used later.
Documenting these results will require recording the training sessions and
identifying the areas of improvement. Organization will follow the
documentation of learnings of the employees and monitor if the effective
training is bringing any change in the organization.
Activity 2A
Objective To provide you with an opportunity to ensure implementation of policies
and procedures for the information or knowledge management system are
monitored for compliance, effectiveness and efficiency.
Activity Give an example of how you could monitor the information or knowledge
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Canterbury Business
College CRICOS Code – 01899K RTO Code - 6554
management system to ensure that practises are:
 Compliant
Ans- In order to monitor the knowledge management system to
ensure that practices are compliant, it is important that users are
adhering to the policies and procedures and the privacy is not
breached.
 Efficient
Ans- The efficiency of the system will be monitored by how learners
and users are using the system and their level of understanding the
system.
 Effective.
Ans- The effectiveness of the system will depend on complying with all
the policies and procedures.
Give an example for each one, outlining how you would identify the issue and
what you would do.
Ans- There can be issues in complying with the system procedures, such as not
fulfilling the confidentiality requirements. For this, immediate action will be
required and issue and can be resolved.
Users may face issues in using the system efficiently as each user has a
different level of understanding. This can be resolved by monitoring their
performances.
The effectiveness of the system may lack the use of updated methods. This
may slow down the effectiveness of the system.
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Canterbury Business
College CRICOS Code – 01899K RTO Code - 6554
Activity 2B
Objective To provide you with an opportunity to address implementation issues
and problems as they arise.
Activity Identify an implementation issue that you could encounter at work.
Ans- Implementation of knowledge management system can encounter
certain issues like lack of training of staff members.
 How would you address it?
Ans- The lack of training of staff members can be addressed by
understanding the root cause. In this case, the staff does not have
adequate knowledge in handling the system which will be require a
relevant solution.
 What could you do to help resolve it?
Ans- This can be resolved by imparting proper knowledge about the
system by providing training sessions and making staff efficient in using
the system (Hynes, 2012)
Activity 2C
Objective To provide you with an opportunity to monitor integration and alignment with
data and information systems.
Activity Refer to the case study in section 2.3 of the Learner Guide and write another
case study that focuses on an alignment problem within the organisation.
Ans- Case study- The staff needs to know about the number of clients who
purchased laptops in the last quarter which is not available on the system. This
can be a possible issue as the staff will need to know about the clients who
purchase laptops in the last quarter. This will provide crucial information
regarding fixation of targets in the current quarter. Staff members can identify
the missing information and gather it to align with business objectives.
Activity 2D
Objective To provide you with an opportunity to collect information on achievement of
performance measures.
Activity Identify a method of measuring performance used within your organisation.
Ans- The method of measuring performance is setting up the performance
objectives.
 What is it measuring?
Ans- Performance objectives may be measured by setting up sales targets
for employees and what is their sales figure in the end of each quarter and
year.
 How is the information gathered?
Ans- The information of the sales figures will be gathered from the number
of sales done by the employee and the revenue generated by them.
 How does the information measure performance?
Ans- This information will measure by way of overlooking employee sales
target and the sales figure they have achieved.
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Canterbury Business
College CRICOS Code – 01899K RTO Code - 6554
Activity 2E
Objective To provide you with an opportunity to manage contingencies, such as
system failure or technical difficulties, by accessing technical specialist help as
required.
Activity Identify a potential system failure or technical difficulty that could occur and
explain how you could use a technical specialist to help resolve the issue.
Ans- The theft of information and compromising on the confidentiality of the
data can be technical difficulty for the organization. This can compromise on
the database including employee and client records (Safa, Von Solms &
Furnell, 2016). The technical specialist will try to identify the risk involved and
take reparative actions to build a safer system. This will protect the system
from any external breach and avoid immediate crash of the system.
Activity 3A
Objective To provide you with an opportunity to analyse effectiveness of system and
report on strengths and limitations of the system.
Activity Give an example of how you could analyse the effectiveness of the system and
report on its strengths and limitations.
Ans- The effectiveness of the system can be identified by the proper use of the
system by the trained employees. This can be analysed by monitoring the use
of the system and if the policies and procedures are used effectively.
The strength of effectiveness can be smooth functioning of the system and
limitation can be lack of trained employees.
Activity 3B
Objective To provide you with an opportunity to review business and operational plan
and determine how effectively the system is contributing to intended
outcomes.
Activity Identify two ways in which the system could not be contributing to
organisational plans.
Ans- The first way can be the inefficient use of the system by its employees
which does not align with both employee and organizational goals. The second
way can be malfunctioning or sudden crashes of the system which can hamper
the work and does not align with the organizational goals.
Activity 3C
Objective To provide you with an opportunity to make recommendations for
improvement to system, policy or work practices.
Activity Written activity.
Make a recommendation for an improvement to the system, policy or work
practices.
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Canterbury Business
College CRICOS Code – 01899K RTO Code - 6554
You should follow the format and requirements used by your organisation:
Write a brief report outlining :
 An issue you have identified either with system or policy or work practice
Ans- The system faces the issues in loading the data which makes the work
slower than expected. This effects the productivity of the organization.
 Your proposed recommendation for improvement
Ans- The system should be built sturdy and should load fast by clearing up the
unnecessary data uploaded. Organization can seek help from technicians who
can resolve the issues.
 Explaining why you chose the particular recommendation
Ans- This is recommended because a technician will resolve the issue faster
than anyone else. This will help in saving time and productivity.
 How it would benefit the organization
Ans- This will help the organization to save time, extra burden on employees
and cost of repairing the system all the time. This can be improve the overall
productivity of the organization.
Skills and Knowledge Activity
Objective To provide you with an opportunity to demonstrate your knowledge of the
foundation skills, knowledge evidence and performance evidence.
Activity Complete the following individually and attach your completed work to your
Workbook.
The answers to the following questions will enable you to demonstrate
your knowledge of:
 Reading
 Writing
 Oral communication
 Navigate the world of work
 Interact with others
 Get the work done
 Outline relevant legislation, codes of practice and national standards
relevant to privacy, freedom of information and knowledge
management
 Explain organisational policies and procedures including:
o records management
o information management
o customer service
o commercial confidentiality
 Describe the organisational operations and existing data and
information systems
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Canterbury Business
College CRICOS Code – 01899K RTO Code - 6554
Report writing activity
Identify a problem or inefficient/ineffective aspect of your information or
knowledge management system. This can be hypothetical, but must be
realistic.
Write a brief report outlining the problem and your recommended solution,
complete with evidence.
 Identify the problem
 Identify evidence
 Identify a solution.
One of the problems of a business organization is clash in the workstyle of the
employees. Employers might instruct something, whoever the employees
might not be able work in the specified manner (Friedman, Tidd, Currall & Tsai,
2000). An evidence of the same is – In a company, a salesman was asked to
complete a sales target of 50 in a month. His performance and style of work
was being monitored by his employer, who did not seem to like it. However,
the target was achieved. A potential solution to this is providing the employee
with the freedom of using their choice of work style. This would help in
ensuring that they work freely without any pressure.
Next, you will need to identify training needs and organise appropriate
training. Write a plan that acknowledges and answers the following points:
 What are the training needs?
 How can you train relevant staff to use the new updated system?
 How would you organise this?
 What resources do you need?
The various training needs are leadership development, communication skills
training, teamwork, change management, problem solving, interpersonal skills
training, customer service, etc. (Brown & Sitzmann, 2011). Relevant staff can
be trained for using new system, involving the employees from software
selection procedure itself, defining the learning objectives clearly, providing
them online and role-based training, and collecting relevant feedback
(Marshall, Mueck & Shockley, 2015). This can be organized by firstly making
small and equal teams and handing them over to system trainers or
instructors, assigning learning objectives to every learner and making
systematic schedules for their training sessions. The resources needed for this
process would be updated technology, latest systems, trained instructors, etc.
(Nadler & Nadler, 2012).
The point of this activity is for you to demonstrate the skills and knowledge
that you have acquired through the completion of this unit, so you should aim
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Canterbury Business
College CRICOS Code – 01899K RTO Code - 6554
to demonstrate this as much as you can.
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Canterbury Business
College CRICOS Code – 01899K RTO Code - 6554
Major Activity
Objective To provide you with an opportunity to demonstrate your knowledge of the
entire unit.
Activity This is a major activity – Attach your completed answers to the workbook.
You must individually, answer the following questions in full to show your
competency of each element:
1. Organise learning to use information or knowledge management system
2. Manage use of information or knowledge management system
3. Review use of information or knowledge management system.
1. Why do you need to accommodate different learning needs into training
delivery?
The way people or employees are trained and to the specific extent, is
dependent upon the different job roles of each individual, the level of
authority and command they have within they have within the
organization over other employees, the existing knowledge, skills and
competencies possessed by them and the level of existing experience as
well. In order to implement a good training session, the needs and
requirements of different employees should be understood.
Accommodation of different learning needs into training would help in
understanding the distinct needs of the employees and maintaining
records of the training sessions held (Baerg, Lake & Paslawski, 2012). It
also helps in understanding the time when the next refreshers should be
scheduled.
2. Why do you need to ensure that sufficient suitable resources are sourced
and acquired for training purposes?
Certain resources in adequate amount are needed in order to carry out
successful training of the employees. These resources are human
resources such as instructors, trainers, demonstrators, etc. Financial
resources are also crucial as money is needed in order to conduct training
sessions. These would include hiring of room, equipment, energy, learning
materials, refreshments, trainer fees, etc. The physical resources that
would be needed are rooms, Smartboards, papers, internet, books, tables
and chairs, etc. These resources are needed in order to develop productive
and effective employees, establish a consistent training and learning
program and developing the skills of the employees (Goetsch & Davis,
2014).
3. Suggest one way in which you could facilitate a learning activity.
A common and effective way of facilitating learning which is widely used
by employers and facilitators is the method of choice. Not every employee
is the same type of learner, so they should be provided with various
options within their assigned job tasks. This implies that the employer has
respect for the employee’s unique style of learning. It would also
demonstrate that the learning facilitation is prior to the employer rather
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Canterbury Business
College CRICOS Code – 01899K RTO Code - 6554
than authority exercise.
4. Why is it important to promote and support the use of information and
knowledge management systems?
It is very important to promote and support the usage of knowledge and
information management systems because they help in sharing ideas,
opinions, information and experience of an employee. They help in
ensuring that the above-mentioned essentials are available at the right
place and time so that informed decisions can be taken. They’re also
needed for improving the accuracy of information.
5. Why should the effectiveness of learning activities be monitored?
It is important to monitor the effectiveness of learning activities in order to
significant progress is made in the achievement of the desired results,
spotting the bottlenecks in the procedures and marking & highlighting the
unintended effects of the plans and activities.
6. Why might effectiveness and efficiency be affected or impacted as time
goes by?
Effectiveness and efficiency can get affected as time goes by because, with
time, the system policies and procedures can change, the methods of
undertaking activities and actions might get advanced and the relevant
procedures might have a change as well.
7. Why do you need to address implementation issues?
Implementation issues need to be addressed in order to identify and
resolve the different issues that arise within and organization. These issues
can be related to system misuse, uncertainty and risks, malicious
intentions, communication breakdowns, etc. It is important to assess these
problems and take immediate actions towards the same so that less or no
further damage is caused to the system and procedures.
8. Why are integration and alignment of information and knowledge
management systems important?
The alignment and integration of the knowledge and information
management system is crucial because it helps in the achievement of the
overall goals and objectives of a business. It helps in preventing issues of
high system costs and inappropriate usage. So, integration helps in
deriving a fair return on investment.
9. Why is performance measuring important for an organisation?
Performance measurement is very important to a business because it
helps in providing information regarding the products, services, processes
and people of a business organization. It improves the performances as
well as the productivity of employees, and also reduced the costs of
operations. The issues in the employee performances are easily identified
that can be fixed within time.
10. Why are technical specialists recommended?
Technical specialists are recommended to a business organization because
they help in providing expert consultancy within the particular area or
aspect of the specialism, which could be a functional or business area or a
specific technology. They assist in developing and promoting technical
solutions which support the requirements of a business.
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Canterbury Business
College CRICOS Code – 01899K RTO Code - 6554
11. Why might you need to report on the strengths and limitations of the
system?
Reporting on the strengths and weaknesses of the system is important so
that it can ensure that information and logged and acted upon as the
appropriate place where it is required. This can include collection and
presentation of information and data in various formats, depending upon
how and where from the information is gathered.
12. Why do you need to review business plans?
Reviewing a business plan is important in order to ensure the validation of
the plan, which means, ensuring that the plans, strategies and objectives
are experienced and challenges are detected and solved easily. It also
helps in pitching a business plan which acts as a test for the business. It
also helps in identifying the necessary places to be tackled first and
clarifies the business decisions.
13. Why do you need to make recommendations for improvements that you
have identified?
When issues are identified, relevant recommendations and suggestion for
improvement is important to be given so that the issues and problems can
be solved within the least period of time effectively and which would
further ensure that the objective can be achieved.
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References
Armstrong, M., & Taylor, S. (2014). Armstrong's handbook of human resource
management practice. London, UK: Kogan Page Publishers.
Baerg, K., Lake, D., & Paslawski, T. (2012). Survey of interprofessional collaboration
learning needs and training interest in health professionals, teachers, and
students: an exploratory study. Journal of Research in Interprofessional Practice
and Education, 2(2).
Brown, K. G., & Sitzmann, T. (2011). Training and employee development for improved
performance. London, UK: Sage
Friedman, R. A., Tidd, S. T., Currall, S. C., & Tsai, J. C. (2000). What goes around comes
around: The impact of personal conflict style on work conflict and
stress. International Journal of Conflict Management, 11(1), 32-55.
Gabčanová, I. (2012). Human resources key performance indicators. Journal of
competitiveness.
Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational
excellence. Upper Saddle River, NJ: Pearson.
Hameed, A., & Waheed, A. (2011). Employee development and its affect on employee
performance a conceptual framework. International journal of business and
social science, 2(13).
Hynes, G. E. (2012). Improving employees’ interpersonal communication
competencies: A qualitative study. Business Communication Quarterly, 75(4),
466-475.
Marshall, A., Mueck, S., & Shockley, R. (2015). How leading organizations use big data
and analytics to innovate. Strategy & Leadership, 43(5), 32-39.
Nadler, Z., & Nadler, L. (2012). Designing training programs. Abingdon, UK: Routledge.
Safa, N. S., Von Solms, R., & Furnell, S. (2016). Information security policy compliance
model in organizations. Computers & Security, 56, 70-82.
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