Knowledge Management of Amazon.com

This presentation provides insights into the knowledge management practices of Amazon.com. It discusses the importance of knowledge management in decision making, customer satisfaction, and competitive advantage. The presentation explores the systematic approach, tacit knowledge models, standard operating procedures, and outcomes and challenges. It concludes with recommendations for implementing an effective knowledge management system. Relevant references are provided for further study.

Individual Report on- Knowledge and
Information Management of Amazon.com

INTRODUCTION
Amazon.com is a international e-commerce giant which is having diversified business as
they are selling from clothing to various electronic gadgets on their e-commerce portal.
Amazon.com was founded by Jeff Bezos in the year 1994 and in current time this
website has become the first place for shoppers to shop as the company is involved in
selling 564 million products on their website. Amazon.com is market leader in terms of
innovation and market growth due to which various strategic options are inhaled by
Amazon.com. The company has incorporated data analysis into their decision making
due to which they are able to understand needs of their customers in direct manner.

KNOWLEDGE MANAGEMENT
The concept of knowledge management or KM is a sequential procedure of recognising,
collecting, retaining, measuring and allowing access to concern parties regarding all the
necessary information of the organisation which is being developed during daily course of
business. It is a specific mechanism which is being implemented by large multinational
companies in order to have support in organising their questions being frequently asked,
documents or various different informations so to have easy access by external as well as
internal customers of the company. A business organisation can assist its management by
maintaining an updated record of all its documents, providing support to customers in searching
answers for their queries along with effective management of various knowledge and
permission access within a group.

IMPORTANCE OF KNOWLEDGE
MANAGEMENT
The importance of knowledge management for any organisation including Amazon.com are
mentioned below:
 The concept of Knowledge management assists other companies and Amazon.com in
having high efficiency in context to decision making process.
 It helps in building up of smart force of employees through providing access to all
relevant information to all employees in an organisation in order to have quick and
complete decisions which brings several benefits to company including Amazon.com.
 In order to bring innovation such as implementation of artificial intelligence or any
other new technology, it is very helpful that knowledge management increases
innovation rate and scope which any organisation including Amazon.com can bring
and adopt to gain competitive advantage over other firms.

KM IN CUSTOMER SATISFACTION AND
COMPETITIVE ADVANTAGE
The concept of knowledge management plays a very crucial role in satisfying customers
through development of strong relations with them. Knowledge management is
categories as essential or vital form of customer relationships management. Customer
can be satisfied through tracking of emails, calls or queries that were been enquired and
solved including the issue which is mostly asked. This will allow firm to analyse the
interaction of customers with company's product or services with certain opportunities
that are open for company in order to have enhancement in its process. Another reason
in support of knowledge management which helps companies in having customer
satisfaction is through offering self service option to customers

TACIT AND EMBEDDED KNOWLEDGE IN
PRODUCTS OR SERVICES
The concept of embedded knowledge in products or services refers to a form or
knowledge that is being locked in certain process, culture or products. This knowledge is
either embedded in a form of formal structure like certain initiatives taken by companies
management in order to formalise some routine that is in benefit of organisation or in
informal manner unlike tactic or explicit form of knowledge. The challenge in
maintaining embedded form of knowledge in products or services differs in great deal
along with difference form tacit knowledge. This can be helpful in mapping of areas of
organisational knowledge in a form of tool that assists in engineering of company's
product in reverse or in forward manner.

SYSTEMATIC APPROACH IN KNOWLEDGE
SHARING AND EXCHANGE
 The Practice Approach: The approach of practice involves substantial deal in respect
to knowledge of organisation that is having nature of tacit in which is not justifiable
for transmitting formal processes, technologies and controls instead of creating
formal system for managing of knowledge.
 The Process Approach: This approach of knowledge management tries to attempt
organisational knowledge by a way of technologies, controls or process in a well formal
manner. Amazon.comin this case can apply explicit form of policies which governs a way
to gather, retain or disseminate knowledge within the whole organisation.
 The Best Practice Approach: This comprises of such methods or activities that are being
highly effective to company such as Amazon.com which is utilized in order to have
operation and management of different functions.

NONAKA TACIT AND OTHER MODELS
Nonaka tacit is also refers ad SECI model which stands for Socialization, Externalisation,
Combination and Internalization. This tacit has proven a corner stone for creation of
knowledge along with a theory of transferability. This form illustrates four different methods
in which knowledge can be collaborated ad convertedThis shows creation and sharing of
knowledge within an organisation. The term socialization refers to a phenomenon of “Tacit-
to-tacit” which means a knowledge is shared with the help of imitation, practice, observation
or even with guidance. Externalisation comprises of “Tacit to explicit” phenomenon that
includes a codification of tacit knowledge into manuals or documents in order to have
sharing of knowledge throughout the organisation in easy manner.

STANDARD OPERATING PROCEDURE
Standard Operating procedure of knowledge management involves a set procedure that is
utilised in describing organisation's operations or activities which are necessary in order to
accomplish task by following laws and regulations of related industry. This enlists certain
practices which are being expected in business where maintaining quality standards are
necessaryThey acts as a procedure, policies or standards which are helpful in disciplines of
marketing, administration and operations inside the organisation in order to achieve success.
This gives birth to high profitability and efficiency, reliability and consistency within
products or services, generating no or less mistakes throughout the process.

OUTCOMES AND WAYS TO MEET
CHALLENGES
 Systematic Work- This procedure provide a complete instructions in a specific way of
doing things to employees in written form so that every employee should be clear about
their task.
 Understanding Job Role- Standard operating procedure of knowledge management
provides a complete guideline to employees so that they can complete the tasks in
effective and efficient way
 Accessible to employees- As Standard Operating Procedure make visible and do
centralization of tasks and powers among all the employees of organisation.
 Management and Maintenance- SOP of knowledge management is a continuous process, it
means it is a long term decision making document but now a days the technology is growing
day by day.

RECOMMENDATION AND CONCLUSION
Amazon.com should implement effect and updated knowledge information system into its
operations which is suitable for its global business and brings greater efficiency into the
organisation to attain success. Company Amazon.com should hire and retain highly
competent employees who can work upon knowledge management system and develops
good business relationships with organisation's customers.
From the above ppt it can be concluded that implementation of knowledge management system
within an organisation is very necessary in order to have better customer services in market.
This allows companies to collect various required data or information of their employees as
well as customers which helps them to cater more and more customers along with innovation
and latest technological enhancement within process.

 REFERENCES
 Adeinat, I.M. and Abdulfatah, F.H., 2019. Organizational culture and
knowledge management processes: case study in a public university. VINE
Journal of Information and Knowledge Management Systems.
 Ali and et. al., 2020. Improving team innovation performance: Role of social media
and team knowledge management capabilities. Technology in Society. 61. p.101259.
 Barros and et. al., 2020. The interaction between knowledge management and
technology transfer: a current literature review between 2013 and 2018. The Journal
of Technology Transfer, pp.1-22.