Existing and Emerging Technologies in Knowledge and Information Management

This article discusses the existing and emerging technologies in knowledge and information management, including customer relationship management, data management software, and artificial intelligence. It also explains statistical analysis and other quantitative methods commonly used in decision making. Additionally, it outlines the key features of management information systems (MIS) and decision support systems (DSS). The article concludes with an analysis of the performance of Coffee Huse business using various statistical tools.

Bsbinm601 manage
knowledge and
information

Assessment Event 1 – Knowledge Questions
Question 1
In the table below, give examples of existing and emerging technologies and how they can be used in
knowledge and information management.
insert your responses into the table:
Technology Use in Knowledge and Information Management
Customer relationship
management
 When customer experience and CRM are combined, businesses may
pursue clients with a long life cycle and strong financial importance,
resulting in potential growth potential. Organizational effectiveness
depends on customer familiarity and understanding of manufacturing
procedures adapted to satisfy company goals.
 Organizational learning based on Customer Relationship Management
(CRM) focuses on customer information that is more useful to the
organisation. Both management techniques benefit from the
combination of customer engagement and information quality
management at the design stage.
Data management
software
 Data management software brings together and handles data from a
variety of inputs. It collects, cleans, converts, and combines data
without sacrificing security, simply by entering it in a user-friendly
way.
Artificial intelligence  Furthermore, artificial intelligence systems can quickly sift through
large amounts of data to spot similarities and classifications. This
capability is put to be used in content management systems to provide
new methods to search, locate, utilise, and organize knowledge, as well
as to introduce enterprise applications.
Question 2
In the table below, explain statistical analysis and other quantitative methods commonly used in decision
making.
insert your responses into the table:
Analysis/Method How it can be used in business decision making
Correlation calculations
In company, correlation is used to discover the link between data sources
and is commonly employed in economic information and predictive
modelling. Correlation's significance in corporate decision stems from its
ability to mitigate the sophistication, variability, uncertainty, and confusion
that often accompany troubles.
Trend analyses To study the historical performance in order to gain insight before putting
more steps forward. By watching the general trends over a business
problem, one can predict the potential gain or loss in future which may

Analysis/Method How it can be used in business decision making
enable decision makers to refine their business strategies (e.g. analysing
the historical time-series data).
Probability assessment
The likelihood of an event occurring is calculated by multiplying the
amount of possible outcomes by the entire range of scenarios. Probabilistic
can assist you in making smart choices, like whether or not to join a game
with a potentially unpredictable conclusion.
Regulation analyses
The methodology for Regulatory Impact Analysis assists the
administration in navigating difficult policy problems. It lays forth a
method for investigating and analysing the basis of a policy problem,
determining whether governmental action is necessary, and identifying the
entire variety of policy alternatives available to address an issue.
Dynamic programming
Dynamic programming (DP) is a strong technique for tackling a huge
spectrum of unpredictable sequencing decision-making issues. It allows us
to calculate optimum choice patterns and rules the optimal decision in any
case in theory.
Linear programming
To maximise or minimise the output of a business problem based on other
linear constraints. An example would be a transportation problem where
there are ports that supply a certain commodity, as well as, there are
markets to which this commodity to be shipped. Linear programming can
assist with calculating the cost of one unit of commodity from a particular
port to a market
Queuing theory
Queuing theory is an area of applied mathematics that may help businesses
make better judgments about how to construct more productive and
expense company can operate. The research of the stream of immigrants,
things, or data along a line is known as queuing theory.
Simulation modelling
Simulation is used to represent a broad variety of channels that are
essential to management in an effective manner. A simulation is essentially
a model that replicates a genuine processes and systems. Policymakers in
economics and marketing are frequently engaged with a system's
operational characteristics.
Transportation
methodology
A transportation methodology aids in the coordination of all data points in
a system. The TMS collects critical data, like as prices and route
possibilities, and presents it in a convenient manner so that procurement
teams can make the best transit appropriate decisions.
Surveying
Designing a questionnaire is an objective method of making decisions.
Users may gather impartial survey data and make informed decisions based
on the findings. Instead of wasting time and energy on regions of little or
no consequence, you may promptly address matters of relevance by
assessing outcomes.
Sensitivity analyses
Sensitivity analysis is a strategy for forecasting how a choice will turn out
whether the circumstance differs from the primary expectations. It aids in
determining a method's risk level. It may be used to determine how reliant
an output is on a given set of input quantity.

Analysis/Method How it can be used in business decision making
Break-even analyses
Simple terms, break-even analysis allows you to find out when your firm –
or an unique selling proposition – will start to make money, and it's used
among shareholders to figure out when they'll protect their costs and begin
generating money.
Question 3
Using the table below, outline the key features of management information systems (MIS).
insert your responses into the tables:
Type of MIS Example of business area
Accounting management
information systems
The revenue, collecting payments, cash payments, and purchasing
diaries are all under this category. Trade receivables and payable
accounts subordinate books and records, which are lists of all the
activities that comprise up a common account balance, are also
frequent in data systems.
Human resource management
information systems
Human resource management, or HRM, is the method of organizing
personnel in a business, and it might include recruiting, dismissing,
educating, and encouraging them. The process through which a
corporation employs and trains new staff is an expression of human
resources planning.
Marketing management
information systems
Worker records management, accounting, stock control, project
planning, customer service, and management consulting are all
frequent MIS software activities. Software, Data representing WORK,
Brilliance Expert MIS, and Tharstern Ltd are instances of MIS
software.
Trend reports Trend analysis report is a data that examines the actions and reactions
in a particular pattern. It is used by the researchers and workers for
forecasting the value of KPI and is based on historical values. They
make predictions about the matter related to them.
Question 4
Using the table below, outline the key features of decision support systems (DSS).
insert your responses into the tables:
Type of DSS Example of business area
Group decision support
systems
GDSS is a computer based system that assists in taking decision by
providing solutions to the problems that are not structured. Electronic
Questionnaire, Electronic brain storming tools, tools for setting priority,
idea organizer all are the tools of group decision support system.
Geographic information
systems
GIS is a computer based system which analysis and shows the
geographical information. It makes use of data which is unique to that
location. Their are mainly two types of data in GIS, Raster and Vector.
It helps in making spatial analysis which is not easy in paper maps.

Key features of MIS AND DSS
Assessment Event 2 – Coffee Huse
TASK 1
1.1 Review and prepare data
Prepare the survey and timeseries data using your spreadsheet software. Ensure to save it for future use.
Make sure you comply with the organisational policy and procedures.
Time series graph of the performance of Coffee Huse business
Time period for which the customers have to wait for their specific order
Waiting time for Cappuccino
Waiting time for Expresso
MIS DSS
Mainly structured information Can support structured, semi-structured and
unstructured information
Data storage is main objective Data manipulation is main objective
Provides continuous flow of information Organise information that is used for making
decision
Works with the help of computers Needs support of human judgement
Process of designing it and operating it is complex Can be prepared with the help of DSS generator
Its use is economical when there is large data base
to store Designed to take decision
Makes use of data from various sources Allows to interact in natural manner
Future oriented, so helps in anticipating changes
and solving problems
Can be customized, so can be designed as per
the requirement of representations.

Waiting time for Flag White
Waiting time for Juice
Waiting time for Long Black

Waiting time for Mocha

Waiting time for Ristertto
Waiting time for Turkish Coffee
This is very clear from the above analysis that the firm is not able to amnage its customers properly. A
huge variation can be seen in the time period for which the customers has tp wait for receivin their order.
For each product, the time taken bevery single time is different and there is no simmilarity in the pattren.
But when looking at the trend line they all are following a decresing trend which means the time for
which the customers have to wait for is decreasing.
Price charged from each customer for each product

There is no variation in the oprices charged from the customers. All the products of Coffee Huse
has a standard price which is charged from customers. Also, this price remained unchanged irrespective
of the day on which it is served.
Satisfaction level of customers from various products

The satisfaction level of customers is showing a great variation. Some are really impressed with
the flavours and taste provided by Coffee Huse, while others do not feel it good. But overall looking at
the trend line it can be said that the satisfaction level of consumers from the products of chain is
improving.
1.2 Set objective for analyses
Objective for further analyses required in the business:
The business focused on Mosman business store’s performance. The objectives include-
1. Reducing the waiting time of customers by increasing the efficiency of serving staff.
2.Offering discounts to the customers at special occasions
3.Improving the satisfaction level of customers
Business questions to be analysed:
1.Reason behind the dissatisfaction of customers from the products.
2. Ascertaining the staff members that take more time to serve the order.
3. Cause at the back of delay.
4. Range of discount that could be given to clients.
Key analyses for business performance analysis:
1. Trend analysis
2. SWOT analysis
3. PESTLE Analysis
4. Key Performance Indicators (KPI)

1.3 Analyse store performances
From the performance chart of Mosman, it is very much clear that the firm is operating in losses
for the last many years. It is continuously showing a downfall right from the beginning. There were two
years only when it showed a slight positive results. In year 2006 – 2007, the firm brought results in plus.
Apart from this, there was a not a single year in which it has earned something. In all the years it has
faced only loss. In the year 2014, there were chances that the firm will be to grow as it recovered slightly
from its position. Though even in that year, the firm was not earning any profit but even then the its loss
was less in that year in comparison to other firms. But after that, it again dropped back into losses. From
the very beginning the business is operating in losses with a loss of $ 4439 in 2006 to $ 33697 in 2015 –
2016. A business should not operate itself in such losses.
Reasons behind the increase in losses of Mosman,
 The very first reason is continuous fall in the sales of the firm. It started from $ 26755 in year
2006. In the year 2007, it increased to $ 304795 but then again showed a great fall. In year 2010 it
reached to near about $ 20000 and remained near to it for all the coming years. It is very
important to increase the sales of firm to generate profits by increasing the quality of product and
improving the service provided to customers.
 Secondly, the firm is paying huge amount of rent and it is continuously increasing. On one side
when the sales of business are reducing, its expense on rent is rising higher. In starting, company
used to pay $ 18731 as rent. In 2016, it went upto $ 23880. For this, it is important for entity to
either increase its profits or try to reduce the cost of rent. It can even try to change its location
where the rent is low and can also attract more customers.
 Thirdly, it is also important for the firm to look after the expenses on production of goods. It
should make an attempt to control its cost of sales. Along with this, it is important to increase the
volume of its sales. It can even try to hike the price of its product to an acceptable extent.
1.3 Undertake statistical root-cause analysis
Correlation Analysis: It helps in analysing the strength of linear relationship among the two variables and
asses their association. A high correlation shows that the relation among the two variables is very strong.
On the other hand, low correlation means that variables have no interconnection among them. From the
correlation shown below, it is very much clear that the variants are begativelky correlated. There is no
relation among the waiting time and satisfaction level of custoemers. They choose their satisfaction level
from the product provided to them. Its coefficient value on calculation came out to be – 0.73. according to
statistics, this value can be helpful in estimating the size of effect of these two values.

Regression Analysis: It is statistical tool that helps in determining the relationship among the dependent
and independent variable. It checks out the level with which the one factor depends on the other one and
how it affects the value of other. The value of regression is 0.025. this means that the satisfaction level of
customers depends on the price by them to an extent of 2.5 % only. Rest of the customers get their
satisfaction from the level of quality product provided to them.
1.5 Analyse the conditional means
The table presented above shows that the ratings of satisfaction level of turkish coffe customers is
low as compared to Cappucino. Wheras they had to wait more for it. Also, it is clear from the above
calculated averages that customers are not satisfied with the service provided by Andrew and Kevin. They
both are the least rate Barista. The calculation of correlation and regresssion showed a negative relation
among the customer satisfaction with waiting time and price. But through this table, it can be said that
there is a relation among the person which is serving the order. In both the cases, Cappucino and Turkish
Coffee, both the customers are showing same level of satisfaction by different Barista.
1.6 Apply further analysis
Based on the multi-regression analysis, the following charts were identified:

The chart prepared aboe shows the speed of change in customer ssatisfection with respect to its
servings of coffee and its taste. In the chart of speed of servings, it can be analysed that with the chjange
in the speed at which the coffee was served to the customers, their satisfaction level also increased with
the same range. Also, it was similarly linked with the taste of the coffee served to them. There is a visible
high relation among the two variables. This means that if the firm improves the taste of itas coffee and
decreases the time of waiting, then it will be able to improve its customer base and also can generate
profits.
Email
Dear Kylie,
Thank you for your draft report. Please see below my feedback. I have reviewed your work and identified
the following issues:
1. There is a need to change the location of business as the rent of location is very high.
2. The waiting of the customers is required to be reduced by training the staff members.
3.There is a great need of updating the flavors of coffee
4. The cost of sales is also required to be managed properly.
1.7 Undertake sensitivity analysis
According to the bank interest rates, it can be said that the firm has the option to choose between
the rates of 2% to 6% with an amount varying from $ 500000 to $ 1000000. With the increase in the rate
of interest, the annual payment of firm will also increase and this will lead to increase in expenses for
firm. It is in need of $ 50000000 and it is best to choose the option of 3%. This is because, on one hand,
this will help the firm in making less payment for the expenses and on the other hand, this will also help
in availing tax benefit.

Task 2: Take Decisions on Business Issues Identified
2.1 Manage risks for proposed actions
Strategy Rationale Risk Control Measure
Training to
Barista
By providing training to
Barista, the coffee house
can reduce the waiting
time of customers and
can improve the
satisfaction level.
 Feeling of
Demotivation
 Making them feel
motivated
 conflicts  solving all kinds of
problems
 Lack of ability in
trainee
 Providing them training
according to their
capabilities
Improving the
taste of coffee
Improvement in the
taste of coffee will help
in attracting more
customers.
 Not liked by
customers
 Conducing market survey
 Loss of current
customers
 Keeping a record of the
customers who like a
specific present taste
 Higher cost  Managing the cost at each
level
Communicating
with landlord
for decreasing
the rent
Through this, firm can
decrease the rent of its
store.
 Increase the rent
value
 By making a polite request
 Ask to leave the
place
 Presenting the suggestion
by being safe on its own
part
2.2 Make decisions in consultation with the Area Manager
For tackling the issues identified in the above scenario, it can be said that the firm should provide
proper training to its employees by keeping in mind that they do not feel demotivated and they are
provided skills according to their capabilities. Also, they should be properly motivated for that and should
not be pressurised. Also, it should properly conduct a survey of market related to the tastes liked by
people of the coffee. They should also maintain the level for the clients who currently like the taste of it
presently. This necessitates looking at the large picture, extending your perspective, recognising patterns
in relationships and processes, and coping with the uncertainties and trade-offs that come with
organisational complexities. Consider giving up the need to please everyone all of the time. Users may
find that you're accomplishing a lot each day while attempting to please everyone, yet you're doubting
your abilities, impact, and success. This necessitates self-discipline and clarity. Leadership resiliency is
about being able to cope well with stress, uncertainty, and failures – learning to keep your cool under
pressure. We spend a lot of time in our leadership programmes helping participants develop strategies for
creating resiliency in themselves and others in their business. Communication is a critical leadership skill
that necessitates the capacity to think clearly and communicate ideas and information to a variety of

audiences. Listening, asking a question, and harmonising words and actions are all important aspects of
effective communication. At work, we must be competent communicators in a variety of relationships -
both within the organisation and on a worldwide scale. Managers who spend a lot of time leading from
the middle must let go of the impulse to please everyone all of the time. When you're being tugged in a
million different directions, it's critical to keep focused on systemic thinking and acting by looking at the
big picture and understanding how the many pieces of the organisation work together. Middle managers
become more effective leaders when they discover how to get things done with the support of others.
Managers are in charge of ensuring that their teams meet organisational goals and maintain workplace
performance standards. Managers who have this leadership quality may lead by example, take command,
and provide clear guidance and direction to their people. Managers are in charge of guiding their teams
and making decisions that benefit the company as well as their employees. A management also has a duty
of care to his or her employees. A strong leader's capacity to create a vision and guide others to its
realisation is critical. Great managers with this leadership quality can seek out new chances, build on
previous accomplishments, motivate others to act, and explain their vision to motivate personnel.
Visionary leadership, on the other hand, is about more than just strategic change. It presents a compelling
tale about why the change is worthwhile. Managers are critical to the success of a corporation since they
are in charge of ensuring that operations function smoothly. The top managers among us inspire and drive
others with these leadership characteristics. They form successful teams that function in unison and
cultivate influential relationships with a variety of people. A manager understands how to enable others to
reach their full potential while also confronting bad performance and difficult people with confidence.
3.1 Marketing plan
Introduction- The marketing plan is an document which outlays marketing efforts of an business
organisation in future period. This is an part of overall business plan which helps in achieving goals and
comprises list of actions that is used by business organisation. The marketing plan is prepared of coffee
huse. It will offer variety of choices to customers and relaxed atmosphere.
Goals, objectives and vision- The business goal is to offer substantial income and creation of business
and working environment where both customers and employees are treated with respect and dignity. The
business goals are generating profit, creating base of clients, competent employees who are committed
and loyal. The company vision is to create comfortable atmosphere by offering quality food, service at
reasonable brand. The objectives is to increase its sales reducing waiting time, it wants to improve the
customer satisfaction level, and offering discounts to customer.

Company current trend analysis- This is an procedure of comparing business data for the identification
of results or trends which can be done in two forms-
 Internal analysis- It is an examination of company internal components that ate related with
resources, employees, processes and assets. This will help coffee huse in making effective
decision by identifying growth areas from business plan. The company will have SWOT analysis
◦ Strength- The coffee huse will provided high service culture to its customer by keeping
environment clean , good sitting arrangements which is an strength. It also has high brand
image.
◦ Weakness- The coffee huse has weakness of less market share and data in niche market and
face difficulty in estimating capital and profit.
◦ Opportunities- The company have opportunities of developing direct relationship with
customers and development of brand loyalty by offering rewards.
◦ Threats- The company will face threat of competition with its competitors.
 External analysis- This is related to macro environmental factor which considers the analysis of
PESTEL that is affecting business performance and productivity. The political factor of stability,
taxation will puts impact on coffee huse. The economic factors such as inflation, interest rates,
exchange rates needs to considered by coffee huse. In social factors there is change of
demographics patterns, purchasing power of customers, income which can affect business. The
technology factor needs to be considered due to technological advancement, automation which
can increase profitability. The environmental factors are also important for the coffee huse to
considered the renewable technologies, managing waste. The legal factor is related to rules and
regulations of laws that needs to followed by company for protecting employees and customers.
Marketing strategy- This is an overall business game plan foe reaching to prospective consumers and
turning them into customers for the purchase of product and service by providing them key brand
messaging.
Marketing mix- This is a part of marketing plan which involves components of product, price, place and
promotion. In product the coffee huse will offer variety of coffee with different flavours with quality so
that people can consume and buy. The company will set price of penetration of competitive so that it can
compete with competitors. The Coffee huse will offers its product on its physical outlets and other
restaurant. The company will also make use of different promotional techniques for its brand promotion.

Market segmentation- In this company will segments its market on the basis of its target market such as
common interest, psycho-graphic or behavioural criteria etc.
Key competitors- The competitors for the coffee huse will be who are working in same industry and
offering similar product.
Proposed marketing strategies
Marketing strategy 1- Training to Barista
proposed Action- Making them feel motivated, solving all kinds of problems, Providing them
training according to their capabilities
Marketing strategy 2- Improving the taste of coffee
proposed Action- Conducing market survey, Keeping a record of the customers who like a
specific present taste, Managing the cost at each level
Marketing strategy 3- Communicating with landlord for decreasing the rent
proposed Action- By making a polite request, Presenting the suggestion by being safe on its
own part.
Conclusion
This can be concluded that marketing plan can assist client in establishing new business by
offering clear outline of marketing strategy and business.
3.3 Communication plan
E-Mail
Dear Marketing Manager,
According to the previous meeting when the draft of marketing plan was presented, following issues were
found out in the final version:
These issues have now been addressed as follows:
 Promoted the taste of new versions of coffee by offering a free sample to customers.

 Proving training to Barista by making them directly deal with client and convincing them about
the new flavours.
 Advertising more for increasing number of customers so that the amount of rent can be satisfied.
Regards,
Marketing Specialist