Knowledge Management and Change Management Process

This assignment provides a comprehensive analysis of the knowledge management process and its significance in improving decision-making skills, communication, and competencies within an organization. It uses Lewin's change model and a knowledge management process model to demonstrate how to incorporate changes effectively. Recommendations are provided for management to implement changes efficiently.

KNOWLEDGE
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
Context of organisation...............................................................................................................1
Knowledge Based Change..........................................................................................................2
Kurt Lewin Change model..........................................................................................................2
Knowledge management theme..................................................................................................4
Knowledge Management Model.................................................................................................5
Innovation...................................................................................................................................6
Recommendations.......................................................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
The process of creating, sharing, utilising and managing the knowledge and information
of an organisation is known as knowledge management (Dalkir and Beaulieu, 2017). In
accordance with this context, the following report will demonstrate the applicability of
knowledge management in Laura Hairstyle Salon, which located in East London. By using
different knowledge management themes, models and theories, the process of knowledge sharing
within the organisation will be explained in this assignment. Further, the expectation and
limitations will be evaluated by comparing it with big and small hair saloons of United Kingdom.
Eventually, recommendations will be provided in the assignment which will help the
management of Laura Hairstyle Salon to implement the change effectively and efficiently.
Context of organisation
The present era is characterised by the dynamism and globalisation where each and every
organisation is competing with each other in order to sustain in the competitive environment and
tough market economy (Liebowitz and Frank, 2016). Hairdresser and beauty industries share
ample of portion in market share and contributes enough in the GDP of United Kingdom. In
order to increase the skills, competencies and knowledge of employees of the organisation, the
management implements knowledge management tactics and strategies.
Expectations of Knowledge Management: Whether small or big businesses, the process of
knowledge management aid in improving the decision making skills, communications and
competencies of organisation (Grover and Froese, 2016). For example, Toni & Guy, one of the
biggest salon operating in United Kingdom, utilises knowledge management to increase the
skills and efficiency of workers and employees.
Limitations of Knowledge Management: Integrating knowledge management process in existing
process is the biggest challenge faced by organisations. Further, it is difficult to share knowledge
with diversified workforce (Serenko and Bontis, 2017). For Example: Toni & Guy, may need
more KM than local hairdresser which just focus on communication by introducing Community
of Practice.
The chosen business falls into services industry. “Laura Hairstyle Salon” has been
serving for over 10 years. It is situated in near the train station in East London. Laura Hairstyle.
Any business needs knowledge, skills, aptitudes and competencies and Laura Hairstyle salon
gathers talented staff who performs in order to give satisfaction to the customers.
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Knowledge Based Change
According to Burnes (2009) change is necessary for the organisation in order to susatin in
the competitive environment. Change helps in eliminating the obstructions and provides freeflow
of activities which increases the effectiveness in the organisation. Researchers and anlysts
proposed different theories of change that helps the business organisations to facilitates change
effectively and efficiently. Those organisations who fails to transform according to time may
faces heavy losses and eventually got dissolved from the market.(Becerra-Fernandez and
Sabherwal, 2014). There are various types of changes takes place in the business organisation. In
case of Laura Hairstyle Salon, the management wants to change their traditional methods of
payments by implementing digital card payment systems and further moving forwards towards
increasing the online marketing and customer booking platform.
The management and human capital of Laura Hairstyle Salon is defined by competence
and commitment of its employees. The organisation believes in providing immense and adequate
knowledge to the workers by rigorous training. This helps in transferring them the information
that company is doing its best to retaining employee and their knowledge. This aid in increasing
the interpersonal relationship in the organisation and assist in reducing conflicts and chaos.
(Donate and de Pablo, 2015). Despite of having competent staff and efficient management, the
organisation has facing issues regarding the implementation of change and knowledge transfer
process.
Change is very important and essential for the business in present era (Wang, Noe and
Wang, 2014). In order to survive in the tough market economy of United Kingdom small
business like Laura Hairstyle Salon needs to made changes adequately. Change either leads the
organisation towards growth and development or it leads the organisation towards degradation
and dissolution. It is the duty and responsibility of the management of organisation to implement
change accordingly and precisely so that the change can be made effectively.
Kurt Lewin Change model
It was first identified by B.Burnes that Lewin was first person to recognise that in order
to sustain in the competitive market economy, the management needs to engaged in kin and
committed to change their behaviour. (Burnes, 2009). As management of Laura Hairstyle Salon
needs to implement the change by redeveloping the new system of online booking and new
system of card payment, they need to follow the steps derived by Kurt Lewin’s. By
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implementing the change model proposed by Lewin, the management of Laura Hairstyle Salon
will able to implement the change adequately and precisely (Dalkir and Beaulieu, 2017).
According to Lewin's theory the change can not be applied in short time. Unfreezing is the first
step and therefore the management will organise a meeting informing staff about the analysed
problems and informing them about the desired change (Jiménez-Jiménez, Martínez-Costa. and
Sanz-Valle, 2014). Written information on the new technology will be offered, this way creating
a psychological safety.
Illustration 1: The Kurt Lewin change model
(Source: King, 2018)
Unfreezing is the first stage of change which involves preparing the organisation to accept that
change is necessary. Here the management of Laura Hairstyle Salon needs to consider the
importance of change (Meihami and Meihami, 2014). They must articulate the change within the
employees as so that they will get knowledge about the changes.
Change is the next and that will occur with the training sessions were staff will be teaches how
to use the system and will have the opportunity to practice and ask questions.
Refreezing as the last step will stabilise the group with the new changes making sure that the
system is used every time by the staff. Management will be able to have more detailed reports on
business activity and to address specifically any errors.
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There were analysed the reasons behind the occurred problems and the main problems
seemed to be related to the lack of a proper booking and cashing system. The management
analysed different options and the best solution was to implement this change, creating a
compulsory system for all the staff, part time and full time which will be used for booking and
cashing (Botha, Kourie and Snyman, 2014). It was decided to outsource the knowledge of an IT
expert who will put the new system in use, advising which computers and programs to purchase.
In addition, the same IT expert would be in charge with transferring the knowledge to the
managers and staff. The triggering factors and changes are supported by the driving forces. The
forces helps in analysing and demonstrating the benefits or the prize related to the change
acceptance. The prize is related with the change which are calculated on the basis of growth and
profits associated with it. The restraining factors work against the process of change by advising
the factors such as risks which are associated with change. If restraining factors dominates more
than the driving forces, then there is less possibility that the change will be accepted precisely.
Reactive change is made in the organisation due to influence of outside forces (Patil and
Kant, 2014). Reactive change is made by the organisation due to some threats or opportunities
that has already occurred. In according with this context, it can be stated that reactive change are
more influenced by the outside forces in order to stay in the competitive market economy the
management needs to focus on implementing change effectively.
Planned change involves those activities that helps in making alteration to the work
environment and workplace practices. For example, a scheme initiated by the organisation to
increase the employee motivation and satisfaction comes under planned change.
Knowledge management theme
Researcher and scholars have proposed different themes of knowledge management,
which are applicable in organisational context.
Human Centric Theme of knowledge management states that the management of organisation
needs to put the manpower employed in the company first. By understanding the social and
cultural dimensions of knowledge management, the management of Laura Hairstyle Salon can
increase the knowledge transfer process (Bharati, Zhang and Chaudhury, 2015)). The main
challenge faced by the organisation will be of making effective communication with the workers.
Cultural difference is yet another issue that can disturb the process of knowledge transfer.
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Skills of Hairdresser at Laura Hairstyle: Each and every employees is skilled, competent and
knowledgeable in their particular areas. The routinised jobs in the salon are often requiring
“improvisation and the use of judgement” especially in interactions with the customer. This
means that Laura Hairstyle Salon employees have both explicit and tacit knowledge and skills. In
order to sustain in the competitive environment, the management recruits skilled and talented
employees that helps in promulgating the growth and development of the organisation.
Knowledge Management Model
Illustration 2: The Knowledge Management Process Model
(Source: Frost, 2012)
The Knowledge management model helps in delivering more realistic view of the process
of knowledge management. The three broad categories overlap and interact with one another.
The model further shows which of the three categories are more people oriented and which are
more technology focused (Dalkir and Beaulieu, 2017). With the help of this model, the
management of Laura Hairstyle Salon will able to improve the process of knowledge
management within the organisation. It will further help in improving the overall performance
and knowledge of employees thus, leading the organisation towards path of growth and
development.
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Innovation
Introducing new systems: As it was identified that the management of Laura Hairstyle Salon
wants to redevelop the new system of online booking and new system of payment by card
system, it is recommended to the management to follow the knowledge management theme and
model in order to implement the following change in the organisation (Liebowitz and Frank,
2016).
Implication of cost limitation: As Laura Hairstyle Salon is a small scale organisation, it is
important for the management to consider about the cost. For implementing change, the
management needs to formulate effective budget that will aid in implementing change and
reduces the consequences adequately.
Marketing and scope: In order to increase the customer base and sales, the management needs to
increase their marketing activities (Grover and Froese, 2016). As hairdresser industry is currently
blooming in the market economy of United Kingdom, the management of the organisation has
wider scope.
Recommendations
As Laura Hairstyle Salon wants to incorporate changes in the organisation, it is very
important for them to increase their knowledge about the process of change management and
knowledge management. Below are some recommendations regarding this context:
 In order to implement the change in the organisation, the management needs to focus on
comprehending the knowledge management themes and models.
 It is being recommended to the management of Laura Hairstyle Salon to articulate the
precise information to the employees so that consequences and conflicts and confusion
within employees can be obliterated.
 It is advised to the management to focus on change management theories adequately so
that change can be incorporated efficiently.
CONCLUSION
From the above report, it can be understood that knowledge management is very
important for creating, sharing and managing useful information within the organisation. In
accordance with this context, the following report demonstrate the applicability of knowledge
management and change management process. Whether small or big businesses, the process of
knowledge management aid in improving the decision making skills, communications and
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competencies of organisation. The knowledge management process needs to be implicated in
Laura Hairstyle Salon has been discussed in this assignment. With the help of Lewin change
model and knowledge management model, the process of change and knowledge management
has been discussed. Eventually, recommendations has been provided to the management which
will help them to incorporate the change effectively and efficiently.
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REFERENCES
Books and Journals
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