Knowledge and Information Management Skills for the Workplace

This report discusses the knowledge management theories, framework, and information system implemented by Amazon Inc. It also presents the importance of effective creation, storing, sharing, application, and integration of information for good KM development practices. Additionally, it identifies and evaluates an alternative theory for checking the effectiveness of knowledge and information management culture and customer relationship management. The report concludes by discussing Amazon's potential management framework challenges and offering recommendations to strengthen its knowledge management practices.

Knowledge and Information
Management Skills for the
Workplace

Table of Contents
INTRODUCTION...........................................................................................................................3
Task 1...............................................................................................................................................3
Brief introduction of Amazon Inc................................................................................................3
Presenting key knowledge management theories........................................................................4
Presenting importance of effective creation, storing, sharing, application and integration of
information for good KM development practices........................................................................6
Identification and evaluation of alternative theory for checking effectiveness of knowledge
and information management culture and customer relationship management...........................7
Information system implemented by Amazon and description of input, processing and output
of such system..............................................................................................................................8
Discussing Amazon's potential management framework challenges and offering
recommendations to strengthen its knowledge management practices.......................................9
Why are information systems being essential for Amazon.......................................................10
CONCLUSION..............................................................................................................................11
REFERENCES................................................................................................................................1

INTRODUCTION
Knowledge and information management is the process of managing the data and confidential
facts and figures of company that has been obtained from different sources. To manage the data
within the organization, appropriate skills should be required at the workplace. With the help of
proper experience, knowledge and experience, the company able to control and protect
organization information. The present report will be based on Amazon company. The report will
discuss the knowledge management theories, framework of Amazon company. Further, the
importance of understanding effective creation, storing, sharing, application as well as
integration for the purpose of effective knowledge management development practices.
Moreover, the report will also discuss the information and knowledge management information
of Amazon for maintaining effective knowledge relationship management. The report will also
discuss the information system essential for Amazon as well as implementation of information
system (Edwards, 2019). Lastly, the report will also have identified the challenges Amazon are
facing with regards to knowledge management and recommend the appropriate actions to
strengthen their knowledge management practices from perspective of acquisition, retentions and
transfer.
Task 1
Brief introduction of Amazon Inc.
Amazon Inc. is a multinational technology company having headquarter in America. The
company is one of the leading company which focuses on e-commerce, cloud computing, digital
streaming as well as artificial intelligence. Amazon is one of the big five American information
technology company founded in the year 1994. As per 2021 report, the net revenue and net
income of Amazon is US$469.822 billion and US$33.364 billion respectively (Perz and et.al.,
2021). The total number of employees working with Amazon is 16080000 and the company
served all over the world (Amazon Inc. Annual report. 2021). Amazon.com have zillions of
customer all over the world and manage the information most appropriately. With the help of its
advance knowledge management framework such as AWS cloud adoption framework and
various knowledge management theories as well as its best practices, Amazon able to effortlessly
connect with the people and maintain relationship between customer. This report will discuss the
knowledge management of Amazon company.

Presenting key knowledge management theories
There are basically three most significant and key knowledge management theories which can be
use by company at their workplace to manage and control the data and information regarding
employee, customer etc. This are:
Organizational knowledge management theory: This is a theory under which company is
required to primarily focus on organizational structure. This involve the ways an organization is
designed culturally and hierarchically with the aim to manage knowledge and knowledge process
(Norouzi, 2020).
Ecological knowledge management theory: This is a theory under which organization is
required to keep their focus on people, relationship and learning communities. This is helpful in
building interaction between people and business to share knowledge.
Techno-centric theory: The techno-centric theory is also a knowledge management theory which
mainly focus on technology and process of designing technology with the aim to facilitate flow
of knowledge as well as the storage of information.
After analysing the different theories of knowledge management, it has been identified that the
key knowledge management theory used by Amazon Inc. is ecological KM theory to add value
significant value for their customers. It is because Amazon Inc. is required to maintain a better
interaction between individuals as well as organizations. This is possible only with the
implementation of ecological KM theory under which Amazon.com or application play vital role
in maintain interaction between people. Through this theory both organizations, retailers and
manufacturer able to sell its products and services to customer and customer able to purchase
large amount of good by just sitting at home (Khan and Salah, 2020). This theory is also helpful
for Amazon to assess different internal as well as external factors which is required to bring
people together to share knowledge.
Knowledge Management Framework of Amazon:
The knowledge management framework of Amazon is AWS cloud adoption framework (CAF).
The AWS cloud adoption framework has played significant role in building and executing
comprehensive plan with the help of which Amazon able to transform digitally (Blay, 2020). The

version 3.0 of AWS CAF is one of the best KM framework for customer engagement,
prioritizing digital transformation opportunities, evaluation as well as improving cloud readiness
etc.
The framework covers six foundational perspectives and four transformational domains with the
help of which Amazon.com manage and share knowledge as well as information.
(AWS Cloud Adoption Framework (CAF) 3.0 is Now Available. 2021)
On the basis of above KM framework of Amazon, it has been identified that company CAF
framework is covering six foundational perspectives such as business, people, governance,
platform, security, operations. While on the other hand, the framework also covers four
transformational domains such as technology, process, organization as well as products for
which data is required to be gathered and converted into information using appropriate systems.
This domains and perspectives play vital role in the digital transformation of Amazon company
and launching their application. With the help of this framework, Amazon able to gather, process
and use knowledge to enhance their customer experience.

Presenting importance of effective creation, storing, sharing, application and integration of
information for good KM development practices
In order to develop best knowledge management practices, it is first significant for Amazon Inc.
that they should understand effective creation, storing, sharing, application and integration of
information. These are as follows: Creation: It is important for the company to create information and data from different
sources regarding customer to enhance customer experience. For example, through its
website, application and social media platform, Amazon company can collect data
regarding customer expectations for their e-commerce business (de Castro and Lima,
2021). It is important that company should create information from reliable sources and
authentic online platform. Storing: This is the second phase of information management where Amazon company is
required to store all the collected or created information safely. For this, the company
require proper data storage system or technology. For example, Amazon store its
information on electronic systems with strong password at workplace with the aim to
further use the same for providing value to customer. Sharing: This is the third phase of information management which involve transferring
of information regarding customer, employee, business processes, significant event etc.
with each and every department (Oliveira and et.al., 2019). The information sharing
within the department helps the departments to use and apply the same as per their
requirements. Hence, it is also significant for the knowledge and information
management team of Amazon that they should share the information collected or stored
within each division, department of the company. Application: The application phase is also one of the important phase of information
management process which is also need to be understand by Amazon for development of
good KM practices (Oliveira and et.al., 2019). For example, it is significant for the
company to collect the appropriate information and use them for developing practice of
metrics measurement. One of the KM practice indicate that Amazon company should
adopt only those work or strategy which they can measure. This possible only because of
application of collected and stored data for the purpose of measuring the activity.

 Integration: This stage will help Amazon to combine all the above stages of KM process
together so that the company can achieve its objective of value creation. Understanding
and application of integration of information is significant for all companies.
Identification and evaluation of alternative theory for checking effectiveness of knowledge and
information management culture and customer relationship management
In the year 2019, many employees of Amazon have leaked the personal information such as
email ids of customer to the third party. This data or information breach has affected the overall
growth of company and also reduces the number of orders placed by customers. However, in the
beginning of year 2020, Amazon has fired all its employees who are involved in leaking
customer data. After evaluating this scenario, it is significant for Amazon to implement
alternative theory of KM (Santos and et.al., 2018).
To gain the highest market share of the IT industry, Amazon is required to implement the
alternative theory of knowledge management such as organizational KM theory. This is one of
the theories of knowledge management with the help of which Amazon able to build positive
culture at the workplace where knowledge and information are shared with each and every
person, department as well as division. Organizational knowledge management theory is a theory
that basically focuses on building the organizational structure, designing organizational culture
and hierarchy in such a manner that knowledge and knowledge processes are easily managed
(Cabral and et.al., 2018). This theory also motivates the employees of the company to use their
skills and expertise along with knowledge to build positive relation with the customer.
Further, it is also important for the management of Amazon Inc. to understand that despite of
implementing best theory of KM at workplace, they also require to implement appropriate KM
principles and practices to improve knowledge management at workplace. The knowledge
management basically includes four components such as people, process, technology and content
as well as define the impact of these components on the knowledge sharing process of company.
Along with the implementation of KM theory, the following principle and practice of KM is also
need to be implemented by Amazon. These are as follows:
Focus on adoption: This is a principle of KM which have to be follow by Amazon. As per this
principle, Amazon is required to provide proper training to its employees regarding the adoption
or use of information management systems. By simply focus on installing information system,

the company can’t able to manage and share knowledge. But on the other hand, it also requires
active participations of staff.
Prioritise according to business needs: This is also one of the practice of KM which state that
instead of prioritising activity or projects based on technology-driven approach. The company
should prioritise its projects should be targeted based on urgent business needs as well as issues
(Oliveira and et.al., 2020).
On the basis of above evaluation and analysis, it has been stated that organizational KM theory is
an alternative academic theory that must be implemented for maintaining effective customer
relationship management and knowledge management.
Information system implemented by Amazon and description of input, processing and output of
such system
Amazon Inc. is one of the successful organization of IT sector because of its advance
information systems. The company has implemented two-piece information management
software which is connected with the integrated database and Amazon web service with the aim
to promote access to the E-commerce platform (Blay, 2020). The system has high level of
interoperability through which effective communication between buyer, seller and Amazon staff
take place. The input, processing and output of two-piece information management system of
Amazon are as follows:
Input: The data and information collected from various sources is known as input. This data is
required to be sort, filter or summarize with the aim to obtain appropriate information for
decision-making purpose. For example, Amazon collected all information or data through its
web service which is further directed to the Enterprise Resource Management system (Amazon
Business Information Systems. Data Acquisition and Management in its Value Chain. 2022).
This system operates or run on the oracle database management system where data is stored for
processing. Customer Relation Management system is also significant element of Amazon
information system through which company collect customer data such as credit card
information, transaction history, order records etc.
Processing: This is the second step of IPO model where all the collected data is processed using
the “what if” analysis offer by electronic spreadsheet package. For example, Amazon Inc.
process the collected information using supply chain management system that is basically

integrated into the payment system as well as the web service (Oliveira and et.al., 2019). The
company also integrated with intelligent recommendation system through which Amazon
company able to search previous queries of customer and make recommendations with the help
of data mining process.
Output: This is the last phase of model which state the ultimate output or outcome of the data or
information collected and processed previously. With the help of one click purchase, order,
encrypted as well as credit card payment features of Amazon information system, the company
able to generate output such as improved customer value, experiences, company sales, customer
base etc.
Discussing Amazon's potential management framework challenges and offering
recommendations to strengthen its knowledge management practices
AWS is a wonderful framework and the only challenges faced by the businesses in AWS are
mentioned below-
1. Implementation- There are number of businesses who are very eager to work with
the AWS consultants and partners. But this framework requires time and rushing
for the implementation can be very damaging (Posey and et.al., 2018). So the very
first step is to learn about its fundamentals and get a knowledge of how actually
the migration service work.
2. Data Security- Data security is something which concerns the businesses the
most. But the rush for data can give access to the employees through the system
and data which is locked. AWS takes the responsibility of the cloud security while
the customers are also supposed to be responsible for the in cloud security.
3. Cloud Cost- AWS involves quite high costing and for that, the company has also
considered options for reducing the cost. But there are also some challenges for
reducing the cost such as: Over sizing, Inelasticity, Forecasting complexity, Sub-
optimal architecture and Software inefficiency.
AWS framework is a wonderful framework but due to the above mention challenges, the
framework is getting a little tough for the businesses to work with. Here to overcome the
challenges of the framework, number of recommendation can be made, such as, the developers
should try to focus on reducing the cost of the framework (Polacco and Backes, 2018). The
framework can be optimized by paying attention to the concerns for example: not adding more

capacity to the framework when already sufficient headroom is there, improving the size issue
which arises due to the weak performance of testing methodologies and getting an idea of what a
good efficiency is and measuring it accordingly. By doing the following amendments the
developers can reduce the costing of the management framework and make easier for the
businesses to work with the AWS knowledge management framework. This will give the
businesses who were avoiding AWS only because of the high costing, a chance to work with the
framework. Moreover, the AWS brings the challenges of data security which can occur only
when the businesses are not responsible enough rather than that the AWS takes the complete
responsibility of the data security on its part. one way the businesses can get aware of the data
security concept of knowledge management is by learning through the shared model of
responsibility by AWS and can secure their data in a good manner.
Why are information systems being essential for Amazon
Information systems are the networks, computers, databases and smartphones used by
many companies and big enterprises in order to get in touch with the customer base, suppliers,
and to perform operation, manage organization and for carrying the marketing campaign
(Ismagilova and et.al., 2019). Amazon being a huge company also uses information system in
order to work on its E-commerce activities and attain a competitive advantage in the market.
With the information system the company plans on to stand strong and stand out in front of its
competitors. This also helps the company in effective decision-making as it provides assured
information. On Amazon the reliable information is a mandatory requirement for the managers in
order to work on the inventory, marketing, financial and employees of the enterprise. The
information system used by the Amazon is the cloud computing. It is delivery of the computing
services and includes storage, servers, analytics, networking, software, intelligence and databases
over internet which offer flexible resources, economies of scale and fast innovations. The cloud
computing used by Amazon is AWS which is also the broadly adopted and most comprehensive
cloud platform in the world, as it offers 200 featured services from the data centres. The AWS
cloud helps the company in coming up with the great innovations and contributes to a good
extent in the company's success. So it becomes very important for amazon to use the information
system in order to stand where it is today and keep ruling over the market.

CONCLUSION
From the above report it has been concluded that Amazon uses AWS cloud framework in
order to keep pace with its operations and give its best deliveries to the customers. The report
showcase the theories of knowledge management, importance of the creation, storage,
application and sharing of knowledge in the management framework. Furthermore, the report
also presents the challenges and benefit of the AWS cloud used by the company with some of its
limitations. The report also states the importance of the information technology on amazon and
what is the system which the company practices. Later, a knowledge management framework
has also been proposed which Amazon can take into consideration as it has clear layers which
represent its efficiency.

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Online
Amazon Business Information Systems. Data Acquisition and Management in its Value Chain.
2022. Available through:< https://www.grin.com/document/538135>
AWS Cloud Adoption Framework (CAF) 3.0 is Now Available. 2021. Available thorugh:<
https://aws.amazon.com/blogs/aws/aws-cloud-adoption-framework-caf-3-0-is-now-available/>
Amazon Inc. Annual report. 2021. Available through:<
https://s2.q4cdn.com/299287126/files/doc_financials/2022/ar/Amazon-2021-Annual-
Report.pdf>
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