Knowledge Management Systems: A Case Study of United Parcel Service

Running head: KNOWLEDGE MANAGEMENT SYSTEMS
KNOWLEDGE MANAGEMENT SYSTEMS
Name of the Student
Name of the University
Author Note

1KNOWLEDGE MANAGEMENT SYSTEMS
Table of Content
Introduction....................................................................................................................2
Part A: KM system evaluation.......................................................................................2
Organisational operations...........................................................................................2
Knowledge Management Problems and Issues..........................................................3
Data Capturing and Management...............................................................................3
BTOPP Framework....................................................................................................4
Recommendation and KM Cycle...............................................................................5
Part B: KM System Recommendations..........................................................................5
Knowledge management Initiatives...........................................................................5
New Knowledge Management Model.......................................................................6
Key Recommendation................................................................................................8
Data Illustrations & Issues.........................................................................................8
Conclusion....................................................................................................................11
References....................................................................................................................12

2KNOWLEDGE MANAGEMENT SYSTEMS
Introduction
As discussed by Alyoubi (2015), knowledge management systems can be defined as
the different kinds of IT based systems that help in storing and retrieving knowledge and
improving the levels of collaboration within the organization. The organization is able to
locate the knowledge sources, capturing and using the knowledge and also enhance the
process of knowledge management. The proper enhancement of knowledge management
processes is able to affect the ways by which organizations can operate in a particular
industry.
The report will be based on the case study of United Parcel Service and the
knowledge management based process that is implemented by the organization in order to
management the employees and the knowledge levels as well.
Part A: KM system evaluation
Organisational operations
United Parcel Service or UPS is a local delivery service providing organization that
was established in the year 1907. The organization had initially started its business on West
Coast and had later expanded its operations in New York in the year 1930. UPS currently
delivers more than 14 million packages to the customers on a daily basis to customers who
are a part of more than 100 countries in the world (Arpaci 2017). The packaged delivery
services of the organization have been revolutionised in the year 1991. The major goal behind
the usage of packaged delivery services is based on increasing the levels of flexibility in the
field transmission based capabilities in the organization. The knowledge management system
that has been implemented by United Parcel Service was known as Delivery Information
Acquisition Device or DIAD.

3KNOWLEDGE MANAGEMENT SYSTEMS
Knowledge Management Problems and Issues
As opined by Asrar-ul-Haq and Anwar (2016), the major knowledge management
based issues that have been faced by the organization are based on the proper tracking the
packages and gaining information related to the pick-up timing from different locations. The
time that will be required to deliver the package can also be easily tracked by the customers.
The information based on drivers of UPS also need to be gained by the organization
(Centobelli, Cerchione and Esposito 2017).
Data Capturing and Management
The data based on the customers can be captured by the organization with the help of
different knowledge management systems that are developed. Knowledge management has
an impact on the ways by which the organization is able to maintain the delivery services that
are provided to the customers. The data based on the customers are managed in an effective
manner with the help of the implementation of DIAD that has been discussed earlier (Hislop,
Bosua and Helms 2018). The operations of DIAD has been improved and this has led to the
formation of DIAD IV that includes many wireless options. The implementation of CDMA
and GPRS are an important addition to the DIAD based technology that has been developed
by the organization. The GPS services are also able to play a major role in the ways by which
the organization is able to maintain the operations (Jyoti and Rani 2017).