Knowledge & Information Management Skills for the Workplace Analysis

This report provides an overview of knowledge and information management skills for the workplace, focusing on Amazon as a case study. It introduces key management theories and demonstrates the importance of understanding the creation, sharing, storing, application, and integration of information for the development of management practices. The report evaluates scenarios in the context of organizations and relevant academic theories to assess the effectiveness of knowledge and information management culture in creating knowledge assets and maintaining effective consumer decisions. It discusses potential knowledge management challenges and offers recommendations for strengthening knowledge management practices, covering knowledge acquisition, retention, and transfer perspectives. The report also explores how knowledge is embedded in products and services, the role of management information systems in sharing knowledge, and the application of the SECI and Wiig models. Furthermore, it examines the importance of knowledge in Amazon's Standard Operating Procedures (SOP) and identifies areas for future improvement.

Knowledge and
Information
Management Skills for
the Workplace

Table of Contents
INTRODUCTION ..........................................................................................................................4
Section 1...........................................................................................................................................4
Introduction of Amazon:.............................................................................................................4
Knowledge management.............................................................................................................5
Importance of knowledge management .....................................................................................5
How knowledge management helps business to satisfy customer and attain competitive
advantage ?..................................................................................................................................6
Selection 2........................................................................................................................................6
How is knowledge generally embedded in products and the service concept in the tacit
knowledge of individuals (employees and customers)?..............................................................6
How systematic approach (Management Information System/systems) help organisations in
sharing and exchanging its knowledge base across the organisation?........................................7
SECI model.................................................................................................................................8
Wiig model..................................................................................................................................9
Section 3 ..........................................................................................................................................9
Importance of knowledge in Amazon's SOP..............................................................................9
Main outcomes of Amazon which has been used for attainment of use of procedure..............10
What are the areas Amazon.com can still improve in the future in order to overcome the
challenges?................................................................................................................................11
Conclusion ....................................................................................................................................12
REFERENCES..............................................................................................................................14

INTRODUCTION
Information management refers to emerging field which is concerned with infrastructure used for
collection, storing, managing, preserving, delivering of information. It is guiding principles
which allow them to provide information available to right person at right time (Abbasi and et.
al., 2021). Knowledge management refers to a developed system which helps people in
companies or business for purpose of creating, accessing, distributing, updating information and
knowledge in context of business as well as its responsibilities. It is important for various reason
as it provide information and knowledge to management. It helps business to encourage as well
as enable team work in business which is important for them. It improve efficiency of
organisation and also allow to solve different problems occur in business. It helps business to
improve return on investment of business and also increase efficient of business with right
information at right time. It also improve effectiveness and performance of business.
Amazon is a US based organisation which was introduced by Jeff Bezos in the year 1994. it is an
providing a marketplace for different companies as it is a e-commerce company. Other than this,
it is providing different products and service, it is offering other service like Amazon Prime
videos, Amazon music and other products like Kindly e-books and Echo.
Purpose of this theory is to introduce key management theories and demonstration of important
of understanding of creation, sharing, storing, application as well as integration of information
for development of management practices (Aboelmaged, 2018). It demonstrate evaluation of
identified scenario in context of organisation and relevant alternative of academic theories for
evaluation of effectiveness of knowledge and information management culture in context of
creating knowledge asses and maintaining effective consumer decision. It discusses about
potential knowledge management challenges and offer recommendation for strengthening
knowledge management practices from knowledge acquisition, retention and transfer
perspectives.
Section 1
Introduction of Amazon:
Amazon is an American multinational company which is concentrating on e-commerce,
digital streaming, cloud computing, artificial intelligence. It is founded by Jeff Bezos in the year
1994 in US. It is considered a one of top companies in n UK in information technology industry.

It is known organisation for it disruption industries on basis of innovation in technology and
mass scale. It is one of largest online market place , cloud computing platform, live streaming
platform and AI assistant provider (Bahador and Haider, 2020). It can be measured through
market capitalisation as well as revenue. It is largest organisation on basis of its revenue and
providing employment to people in US. It is most values company which has increased brand
valuation. It is distributing variety of streaming and downloadable context with Amazon music,
Amazon prime videos, Audible subsidiaries, Twitch and others. It ids produced of different
electronics like kindle e-readers, Fire TV, Fire tablets, Echo and many more.
Knowledge management
Knowledge management refers to conscious process related to structuring, retaining ,
defining and sharing of experience and knowledge of employees within a company. It is related
to training, learning in a company or for its customers(Benitez, Castillo and Braojos, 2018). It is
including different cycles of sharing, structuring, auditing, creating of knowledge which helps
them to maximising effectiveness of organisation and also for collecting information. There are
mainly three areas of knowledge management including accumulating knowledge, storing as
well as sharing knowledge.
Importance of knowledge management
Knowledge management is important for an organisation for various reason which are
mentioned below:
Building legacy of knowledge: Knowledge management is important for business as it is
preserving different things related to company which has already done. It encompasses values,
principles, mission also helps to overcome of different operational as well as strategic
challenges.
Increase productivity: It is important for a business which helps a person to avoid
wasting their time in order to find information and focus on completion of a company. It helps
them to complete a work with demands on networks and also on folders, clouds and with other
employees.
It leads successful innovation: Knowledge management helps to increase changes of
success in innovation as it is fostering knowledge management which helps them to get
knowledge from different source like market, competitors as well as industries leaders.

Reduction in human errors: Human errors create various problems in an organisation
and in order to mitigate it, it is essential for them to access of knowledge which is required for
purpose of making decision for employees.
Encourage team working: Employees in an organisation are of two types as some of
them are job specific and are involving in different activities. Knowledge management helps
employees to work with each others with maintain transparency and increase team productivity.
How knowledge management helps business to satisfy customer and attain competitive
advantage ?
Knowledge management is a tool by which companies create, used, share and manage its
knowledge and information in effective manner. Knowledge management helps companies to
focus on those factors which help them to achieve organisational objective such as competitive
advantage, improved performance, innovation, integration, sharing lessons learned and
continuous improvement of it (Dery, Sebastian and van der Meulen, 2017). Knowledge
management help companies in order to take correct information from right people at the
accurate time. Companies make effective strategy of knowledge management in order to satisfy
its potential customer and also get its competitive advantage of it. Knowledge management
provide effective strategy to the company in order to achieve its organisational goals by making
aware about technology development, changing trend and by keeping aware one step before the
competitors at each time period. It also help company to absorb and collect information related to
its potential customer in order to make changes in their internal department and also take
advantage of available market opportunities. Knowledge management allows companies to share
its knowledge and information about their products and services to customer in order to make
them satisfy.
Selection 2
How is knowledge generally embedded in products and the service concept in the tacit
knowledge of individuals (employees and customers)?
Knowledge Management is essential for the companies in order to develop its products
and services. Companies should have proper knowledge in order to develop its selling skills
(Dewey, 2021). Companies should provide proper knowledge of its product and services to their
employees in which help them to attract customers by providing proper knowledge of its

products and services to them. Knowledge management helps employees to develop confidence
by increasing their knowledge of their products and services. In context of amazon it also help
them by providing proper knowledge of their product and services to their customers as well as
their employees which make them to develop their selling skills.
Many creative and conventional sources are present in this concept which make employees to
have proper knowledge of its company's products and services such as their own experience,
online forums, customers feedback, product literature, trade and industry publication, internal
sales records, sales training programs and competitor information (Ferraris, Mazzoleni and
Couturier, 2019). All these sources help employees in order to provide knowledge to customers
and they also help companies in order to develop its products and services. In Amazon its
employees can share its experience to its customer by using its products. They can also take
knowledge or information of their products from product literature such as brochures and
catalogues. The main purpose of the company to have proper knowledge in order to meet their
customer need and may save their money and time. Proper knowledge of customer needs and
wants make companies to develop their product and services in this manner which help their
customer as well as their employees also.
Knowledge management provide various benefits to Amazon such as they can share information
easily, innovating, reusing, collaborating with its customer as well as with its employees and
effective learning information about their customers need. With the help of this Amazon can
improve its decision making process, increase its customer satisfaction, promote innovation and
cultural change, speed up customer delivery and avoid excess effort.
How systematic approach (Management Information System/systems) help organisations in
sharing and exchanging its knowledge base across the organisation?
Management information system is a machine system which helps companies by
providing proper information for doing planning and controlling function of its managers. It is
basically provide information to companies in order to manage them effectively and efficiently.
It is a integrated concept which helps company in order to achieve a particular objective,
function or goal (Greenbaum and Kyng, 2020). This system is important for providing or sharing
information to an individual, the management functionaries, manager, top management and a
group of individuals in order to manage all the function of a company. Management information

system help Amazon in its strategic planning, operational control, management control and
transaction processing.
In this approach it help companies to share its organisational information in all over the company
for managing its all work in most effective manner. With the help of management information
system Amazon share it knowledge which make its management effective for taking overview of
their entire operation. Managers of Amazon can improve their ability by taking feedback about
their performance.
The manager is getting alert by providing specific indicating information or knowledge or
various probable trends of the company. All these help companies for its strategic planning for
long term and take decision for their better management (Gupta and et. al., 2018). Management
information system help Amazon for their proper planning, analysing, designing and managing
which make them to provide useful and reliable information in time to its manager because of
this they can take rational and speedy decision.
SECI model
SECI model is the concept of explicit knowledge and tacit knowledge which was given
by Nonaka and Takeuchi in 1996. SECI model is a short form of socialisation, externalisation,
combination and internalization concepts of knowledge management (Heide and Villeneuve,
2020). They develop four ways in which knowledge type can be combined and converted and
how knowledge can be created or shared in the organisation. In context of Amazon these ways
are discussed below:-
Socialization- It is an tacit to tacit process. In this Amazon can passed its knowledge through
guidance, practice, observation and imitation.
Externalisation- In this way Amazon passed its information by the use of tacit where knowledge
is codified into manual or document so it can spread easily in the company.
Combination- it is an explicit to explicit knowledge method. In this method Amazon combined
its codified knowledge document in order to make new knowledge.
Internalization- It is an explicit to tacit method where Amazon used explicit sources and
learned them in order to internalized knowledge so, the user existing tacit knowledge can be
modified.

Wiig model
Wiig knowledge management model is given by Karl Wiig in 1993. This model is useful
for company in order to make knowledge valuable, useful and organised (Le and Lei, 2018).
According to this model knowledge should be organised differently so, it can be used easily
when needed. In this model four useful attribute are used for managing knowledge. In context of
Amazon these four model are to be discussed below:-
Completeness- In this concept relevancy of knowledge is tested. With the help of this model
Amazon need to ascertain the knowledge in order to check that it would be complete or relevent
or not. If the knowledge is not complete it cannot be used in the organisation.
Connectedness- In this method knowledge should be well understood and well defined. Most of
the Knowledge about Amazon should be connected to each other because of this connected
knowledge is logical and valuable.
Congruency- According to this method knowledge should be congruent means when it
concepts, facts, values, perspectives , judgement and its relational with the company or object are
consistent in nature. The knowledge base of Amazon should be congruent in nature.
Perspective and purpose- In this method knowledge should be perspective and purposeful in
nature. Amazon should also make its knowledge perspective and can be used for specific
purpose.
Section 3
Importance of knowledge in Amazon's SOP
Standard operating procedure refers to a sequential instruction which act as benchmark
for guiding process of work that can be followed by employees (Ma, 2020). It is process in
which companies needs to ensure that products and service needs to deliver consistently at every
time. It is used for purpose of demonstration of compliance with different regulation as well as
operational practices and also document for how task can be completed in an organisation. It
allow business to operating their routine operation in a predictable as well as consistent ways. It
provide various benefits for different types of business as one needs to require strict adherence
for purpose of standardising procedure as well as rules that will benefit. It is not implementing in
business which thrive on creativity as these types of organisation does not has certain as well as

repeatable process which can gain stability. Implementing of SOP in Amazon provide them
various benefit which is based on knowledge management.
Amazon is an organisation which is using advance knowledge management technologies in order
to maintain relationship between information and customers. Amazon is a successful
organisation which is based on experience of user (Milliman and Clair, 2017). It is an
organisation which has ability to identify preference, wants, needs of customers which made it s
successful organisation. Customers experience alone is important for purpose of attainment of
goals of organisation and also create more values to an experience. Knowledge management is
one of aspect which is used by Amazon that add significant values for customers of company in
many ways. Knowledge in Standard
Operating Procedures of Amazon provide various benefits which are mentioned below:
One portal and one interface: Amazon is having one portal for all their business which is
essential for purpose of different business like clothing, electronics and books. Same portal for
different products and service provide same experience to customers and also provide them
familiarity and comfort to user. It provide various benefit in organisation as it provide common,
easy to use and familiar gate ways to workplace knowledge in different forms to employees.
Consistent presentation: Amazon is providing product specification, review for every products
in same manner. This organisation has also management content in effective manner where they
can composes information and can publish to user (Nzomo and Fehrmann, 2020). It provide a
benefit which is ability for purpose of tracking as well as archiving different information. It
provide one ways to worker for figure out ways in which content can be read and interpret and
can be displayed.
Modular content: Amazon is an organisation which has organised every page in effective
manner in easy to read sanctions. It provide additional details to user which can be present as an
option instead of barrier to get a things which can be required by a person.
Main outcomes of Amazon which has been used for attainment of use of procedure
Consistency: Consistency is one of reason for implementing Sop in Amazon as it provide
consistent in different ways in which individual carry different activity as well as task (Obeidat,
Tarhini and Aqqad, 2017). Having less consistent process will results in problems in quality of
products and service of company.

Reduction of errors: It is a written procedure which details different set of instruction
for purpose of performing a task. Adoption of written procedure in Amazon is a ways which
helps them to reduce errors in their organisation.
Communication: Communication is also a reason which increase importance of SOP in
Amazon. It improve operating process in an organisation and provide a method of
communication to employees which ensure free flow of information in business.
It provide various benefits to business of Amazon as knowledge about employees are
important for business in order to manage different task in effective manner. Some of benefits of
SOP in context of Amazon is mentioned below:
Provide necessary information to employees to complete work: In order to performance a
work, employees require different types of information which are related to safety,
environmental, operational, health as ignorance of this information can be costly for company
(Qi and Chau, 2018). In order to ensure that employees are working effectively, managers of
company are performing a job in effective manner in order to avoid fines, accidents as well as
litigation.
To maintain quality control of process: It is important for companies to product products in a
consistent quality as well as specification as it is required by consumers. SOP is a tool which
helps Amazon for specify different steps to be required for purpose of standardising products and
service.
To ensure completion of process in prescribed manner: SOP is a tool which assist Amazon
for avoiding process which can cause shut downs that can occur due to equipment failure as well
as other facility damage.
What are the areas Amazon.com can still improve in the future in order to overcome the
challenges?
Following are the areas Amazon.com can still improve in future in order to overcome
their challenges:
 Information and technology :- By developing information and technology Amazon can
make its future performance better. By developing new technologies help employees of
Amazon to make their work easier (Ritter, Small and Doll, 2018). By using new software
Amazon get benefits in order to make strong performance all over the world.

 Supply chain management :- Amazon can improve its supply chain management by
making effective strategy and developing innovative technology in order to supply
products to the customer. Amazon should focus on those factors which make them
effective in order to deliver products to the customer by taking short time.
 Human Resource Management :- Human resource management strategic element of
the company which manage its employees in effective manner and also help them
maintain position in competitive market (Shujahat, Sousa and Umer, 2019). Amazon is
big and strongest online marketing source of the company, so it is important for them
make strategy which helps Human resource management works in effective manner. HR
engagement of Amazon helps employees by providing training and organising
development programs for them.
Conclusion
From above mentioned project report, it can be concluded that knowledge management is a
important aspect in business which helps in defining, retaining, sharing and structuring
experience and knowledge of employees within a company. Main aim of knowledge
management is to improve efficiency of organisation and also saves knowledge in a company. It
provide various benefit to organisation like Amazon in different ways. It helps in building legacy
of knowledge, increase productivity, leads successful innovation, reduce human errors,
encourage team working. Knowledge management helps to organisation for purpose of
satisfaction of customers and also provide competitive advantage to companies. Knowledge is
important for purpose of development of concept of products and service. Information about
customers, their needs, preferences are essential for purpose of developing products for them.
Employees also provide different ideas to companies which allow them to develop products as
per their needs. There are different types of systematic approaches to be used in organisation for
purpose of sharing as well as exchange knowledge. These approaches are related to management
of information systems. Different types of models are also used by companies for managing
information in effective manner. These models includes Wiig Model, SECI Model, Williams
model and many more.
Recommendation
From above mentioned discussion, it can be recommended to managers of Amazon can adopt a
knowledge management framework which provide them different benefits. There are different

types of knowledge management framework. Knowledge management framework refers to
structure which is designed for purpose of helping creating, mapping, scaling, distributing ans
optimising knowledge and knowledge resources of company. It includes different types like
people. Processs, content and strategy.
It is suggested to managers of Amazon to use content framework of knowledge management as it
provide them various benefits to company. It is essential for determining scope of content for
business which can be covered in knowledge management that is driven in different components.
In order to compile and publish knowledge, it is important for development of detailed process in
which knowledge is considered as a asset and also consistent. It is beneficial for purpose of
deciding taxonomy as well as convention. It remembers to structure information which are easily
digestible and scannable. Knowledge management provide support to thumbnails that consist
different visuals that can helps employees for identify relevant content from different search
result. For this managers of Amazon needs to schedule time sensitive content for purpose of
review after it is out of date. Knowledge base of a person can be cluttered and can also create
various challenges for people in order to find out what they require. It is also provide Amazon
for designate sometime for reviewing and approving content for purpose of ensuring relevant
which is important for meeting guidelines of companies.

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