Medicus College - BSBMGT517 & ICTICT808: KM Strategy Report

This report provides a comprehensive analysis of knowledge management (KM) strategies, focusing on the context of Medicus College, an Australian registered training organization. The report begins with an introduction to KM and its importance, followed by a critical evaluation of the effectiveness of the existing KM system, which is based on DigiGround software. It then discusses the differences between knowledge management and information management systems, evaluating the effectiveness of DigiGround and identifying barriers to its effectiveness, including organizational culture, lack of top management support, and technical issues. The report then explores various KM options available in the marketplace, including people-based, organizational-based, and technology-based barriers. The report concludes by proposing a detailed KM strategy for the business, highlighting the importance of knowledge sharing and software implementation. The report emphasizes the need for Medicus College to improve its KM system to enhance student learning and achieve its organizational objectives. The report is structured to provide a clear understanding of the current KM landscape and proposes actionable recommendations for improvement.

Direct the development of a
Knowledge Management strategy
for a business

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Critical evaluation on effectiveness of existing knowledge management system.......................1
Knowledge management options available in the marketplace...................................................4
A Knowledge of management strategy......................................................................................11
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Knowledge management (KM) in a firm implies an effective and strong tie for meeting
goals and strategy. It involves process of managing knowledge which is useful for special
business purpose, as well as create organisational value (Hock-Doepgen and et.al., 2020). For
this purpose, KM includes where, what and how information exists, for analysing way to keep
availability of right knowledge for right people, in prescribed period of time. The present unit
demonstrates skills and abilities which is required for evaluating existing KM process, to identify
barriers arise in capturing new knowledge, so that effective strategies can be developed (Susanty,
Yuningsih and Anggadwita, 2019).
For this purpose, investigation is made on Medicus College, which is registered training
organisation of Australia. It is dedicated for providing various study options, which helps
students to become future leaders and innovators in a particular field (Qi and Chau, 2018).
Through providing the training, it aids learners for being engaged in a career path, by opening an
opportunity to develop skills as per organisational requirement. This assignment is mainly
applied to individuals that work as administrative executive and lead for analysing,
implementing and managing the knowledge, for supporting the organisational strategic goals. A
number of barriers which affects effectiveness of KM system in respective firm, also discuss,
with recommendation to develop better strategies.
MAIN BODY
Critical evaluation on effectiveness of existing knowledge management system
A knowledge management system refers to an IT system which stores and retrieves
information, for improving the understanding, collaboration, as well as process alignment. This
system can be existed within teams or organisations, where they can also be used for centring the
knowledge base for its users (Uden and et. al., 2019). Building a KM system helps a firm in
minimising support costs, increasing customer happiness and improving the overall experience
of customer and successful return on investment. In this regard, educational or training
institutions which provide knowledge and online courses to students, needs to adopt effective
KM system. It helps learners to utilise information for achievement of better tasks (Ali, Musawir
and Ali, 2018). In context with Medicus College of Australia, it is an RTO (registered training
organisation), which offers high quality education in ICT (information and telecommunications),
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leadership and management. The courses are offered at its campuses located in St Leonards,
Canberra and Adelaide, where students from more than 20 nationalities are taught (Ali, 2020).
This college provides flexible study options to students and help them to gain knowledge of
latest industrial knowledge, relevant skills and abilities (Le and Lei, 2019). To help learners in
utilising and getting accessibility of course at any span of time, the knowledge system of
Medicus College is based on DigiGround (Medicus College, 2020). This system built a new
and customised WordPress website that complete with imagery and design.
Difference between knowledge management and information management systems
Knowledge management system Information management system
Information management within a firm,
mainly concerns with managing the
information resources for improving
organisational performance (Ali, Musawir and
Ali, 2018).
While knowledge management focuses on
process to create, acquire, share and capture
knowledge to enable learning within a firm.
Knowledge management as a critical
component has people for being managed. It
is oriented to add value with enhancing
organisational performance via a set of key-
process i.e. through sharing of knowledge.
On the other hand, Information management
emphasis on activities that are required for
controlling records of organisation (Hock-
Doepgen and et. al., 2020). It is done mainly
through storing and managing informational
resources, and IT resources can be used.
People are important but not a critical
resource.
It deals with codified and uncodified both
type of knowledge (Cabrilo and Dahms,
2018). Here, uncodified knowledge refers to
be most valuable which finds in minds of
practitioners and unarticulated on the basis of
context and experience.
It deals with structured as well as unstructured
facts and figures, which delivers accurate
information in relation to data that helps in
sharing, acquiring, creating and capturing the
knowledge in relation to learning.
Effectiveness of DigiGround Knowledge System
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Knowledge management systems is one of an IT system which acquires, stores, manage
and retrieves the knowledge, for improving collaboration and locating knowledge based sources.
In context with Medicus College, with development of new educational based industry
regulations, it becomes highly important that this college must updated its website for meeting
these standards (Gaviria-Marin, Merigo and Popa, 2018). It is dedicated for providing various
study options, to prepare students to become innovators and leaders in chosen path. The main
organisational objective of Medicus College is to deliver high quality education and training to
its international students, as per Australian Vocational Education and Training sector. In addition
to this, its main goal is to help students in becoming the more productive professional in today’s
digital age (Chaffey, Hemphill and Edmundson-Bird, 2019). Therefore, for offering affordable,
accessible and effective opportunities of learning, to its learners and help in building a useful
society via vocational training. To meet such objectives and accomplishment of aims, as
knowledge management system plays a crucial role. It helps in increasing student happiness by
increasing accessibility of knowledge or course in which they seek to make career (de Wit-de
Vries and et. al., 2019). Along with this, it also decreases support cost, with improvement in
overall experience of learning. For this purpose, it uses DigiGround based software, that helps in
providing business solutions to various colleges across Australia. DigiGround is one of the
award-winning digital application and marketing development software, that helps business
entities in building application software for knowledge management (Bacon, Williams and
Davies, 2020). The mobile application development services offered by this agency, come with
all support which is required to ensure that custom application is designed successful and
delivers a better return to business.
However, it has evaluated that effects of using the digital ground technology on
organization seem not given sufficient support, prior to introduction of a new system. In general,
two sets of knowledge are necessary for designing and implementing KM system. It includes
technical programming including design know-how; and organizational know-how based on
knowledge flows’ understanding (Bamel and Bamel, 2018). The main problem in this context is
that acquiring both sets of knowledge is rarely by single person, where technology often seems to
be designed based on both sets. Therefore, Medicus College faced issue in terms of making
balance between organizational practices and between IT systems, including with acceptance in
its organizational culture. Along with this, identifying the several additional factors that
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decreases effectiveness of DigiGround based knowledge system of Medicus College include its
organisational culture, lack of support of its top management support, organizational culture,
resistance to change and more (Kim, 2018). Similarly, not proper understanding some specific
function as well as limitation of each individual knowledge system also reduces effectiveness.
Knowledge management options available in the marketplace
Knowledge Management practices are found as directly related with organizational
performance that, in turn, impact on financial performance as well (Nikolaou, 2019). The various
set of KM practices are generally, associated with organisational value discipline like customer
intimacy, operational excellence and product development. In general, gap exists within KM
practices that organisations believe to be highly important and directly related to performance.
Knowledge sharing refers to corner-stone of many organisations’ knowledge-management (KM)
strategy. Despite the growing significance of knowledge sharing’s practices for organisations’
competitiveness and market performance, several barriers make it difficult for KM to achieve the
goals and deliver a positive return on investment (Wijethilake, Munir and Appuhami, 2018). As
knowledge management includes people, process and technology as three main aspects within a
firm, therefore, to make improvement in this system, it is essential for concerning on barriers
first that arise in implementing and managing the same.
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Figure 1: Components of Knowledge Management
People based barriers in knowledge management –
As in managing and transferring knowledge in Medicus College and other organisation,
lack of time for the same, especially when more time is spent on identifying need of different-
different learners for sharing knowledge (Shahroom and Hussin, 2018). Another main factor
includes lack of awareness as well as realisation of benefit and value of knowledge management,
also arise barriers in same. Along with this, insufficient capture, timely not taking the feedback
from learners, communication, evaluation and other, also affects KM practices in present
organisation. This may impact negatively on overall learning process in Medicus College and
this is why it is important to remove or reduce this barrier within knowledge management as it
may directly affect productivity.
Organisational based barriers in knowledge management –
In integration and executing of KM strategy, it is essential to have clear information
about company’s goals to people associated with it, otherwise it will ruin all process. Therefore,
management of Medicus College have concerned about it, while executing its KM practices
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using DigiGround technology (Senyo, Liu and Effah, 2019). But due to lack of leadership as well
as ineffective managerial direction, in this firm, in terms of communicating organisational value
and benefits of such practices in clear manner, arise problems in knowledge management. Along
with this, communication flow from top level to bottom and flow of knowledge are seemed to be
restricted within certain directions, which also interrupts KM process in this college (Ali, 2020)
(Khashab, Gulliver and Ayoubi, 2020). It is much needed for Medicus College to keep the
communication flow in rightful manner because failure into this may lead them to go through
different range of issues like rise of conflicts within management, low productivity and so on.
Technology based barriers in knowledge management
As applications and different software used by Medicus College are mostly based on
DigiGround based technology, therefore, it helps in sharing knowledge and provide them various
courses with updated information easily (Massingham, 2018). But still it faces a number of
problems in achievement of efficiency of its KM system. The reason which create barriers
include mismatch between need requirements of individuals and integrated IT systems, including
processes in restrict sharing practices. Along with this, lack of integration of knowledge systems
and its processes, also impedes on the manner, in which associated people do things (Oyemomi
and et. al., 2019). Furthermore, shortage of technical support sometime, with immediate
requirement of maintenance the integration of IT systems, create obstructions in routine work
and flow of communication. Technology is considered to be one of the crucial aspect not only
for college industry but for every single sector. Therefore, management of knowledge integration
system what help students to get proper learning with the help of DigiGround related
technologies. Flow of communication with updated Technology the development of an
integrated it system would help in reducing different obstructions in relation to technology.
Along with this, it is also required for Medicus College to keep on updating the IT system that
has been adopted by them is this will directly help this learning institute to gain ample number of
advantages.
Different options available for knowledge management software –
As it has been evaluated that for best transferring the knowledge to learners relevant as
per their course, as well as people regarding with particular word, so that they can be able to take
advantage, it is essential for Medicus College to implement better knowledge management
software (Massingham, 2018). This would help in setting up the mentoring relationship within
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experienced and new employees, for giving their role in achievement of organisational
objectives. For implementing document management system and provide access for key explicit
knowledge, a number of software are available. For this purpose, its IT department need to
concern on most prominent features, which new knowledge management software must have,
like powerful search engine option, collaboration and integration with other IT systems or
application (Oyemomi and et. al., 2019). KM software can be more useful and save time in an
organisation, if it is accessible anywhere and anytime. Therefore, it would be available on mobile
devices and tablets. Along with this, it should easily update essential information; transfer with
more accuracy and consistency; help learners in quickly finding required information; etc. which
saves a lot of time.
With advancement and development of technology, a number of options are available in
market regarding with adoption of knowledge management software (de Wit-de Vries and et. al.,
2019). It includes Document360, Zendesk, LiveAgent, ProProfs Knowledge Base, Zoho Desk,
Confluence, ServiceNow Knowledge Management, Guru, ComAround Knowledge, Inkling,
KnowledgeOwl, KBPublisher and more. All these software have own benefits and run on
different-different platform, therefore, before adoption any one, it is essential to make a
comparison as explained below –
Comparison of top ten KM software –
KM Software Platform Verdict
Document360 Web-based Easy to use due to better
functionalities, like easily
integration with other
software like Intercom,
Microsoft, Freshdesk etc. (Le
and Lei, 2019). It also
supports in 3rd party
collaboration with
international languages.
Confluence Android,
Windows, iOS,
Linux,
Knowledge sharing and
document transferring is easy,
by using this KM software
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(Ali, Musawir and Ali, 2018).
It provides a number of useful
features like exporting to PDF
and copy & paste of images
etc.
LiveAgent Windows, Linux, Android,
Mac, iOS and Web-based.
The price in terms of value
ratio considered as great.
ProProfs Knowledge Base Web-based It refers as an online tool,
having the facility for
defining roles and
permissions (Ali, 2020).
Along with this, it can be
integrated with other software
like Google Analytics, Live
Chat and more
ServiceNow Knowledge
Management
Windows,
Web-based, Mac.
This knowledge system
consists good features with
number of functionalities, that
are much
easy to use.
Zendesk Android,
Web-based,
iOS.
The system as comparison is
good and helps in performs
all desired functions more
efficiently (Hock-Doepgen
and et. al., 2020). It is worth
for its price.
Zoho Desk iOS and
Android.
This software is cloud-based
system, which gives functions
like Ticket tracking,
managing large information
and more, including usage of
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overall system more easy.
Approach that meets organisational needs of Medicus College
For supporting and meeting organisational needs, it is essential for management of
Medicus College to concern on utilising various approaches also (Hislop, Bosua and Helms,
2018). It includes incentives and reward system to associated people, to gain their support in
replacing old software with new one i.e. designing and installing new KM software based on
Zoho Desk, Zendesk, Confluence and other, as mentioned above. But before distributing roles
and responsibilities to employees for managing and transferring knowledge, via utilisation of
new application, it is essential to organise proper training first. This would help in making people
able to become familiar with new software, as well as understand how to work on the same.
Through this process, Medicus College gains benefits in terms of increasing their productivity as
well, so that higher performance of them can be utilised to meet organisational goals (Martins
and et. al., 2019). As per above discussion, a number of barriers have been evaluated that affect
effectiveness of KM practices of this firm, in terms of technology, personalised need and
organisational based. Therefore, with considering the need of personalised training, it is essential
for management to work on leadership and managerial problems as well (Qi and Chau, 2018).
For this purpose, effective leadership style like democratic, laiseez faire and more, needs to be
adopted, so that top level of staff can make better relationship with other employees, to engage
them in accomplishment of organisational goals. Similarly, working on making communication
flow better, providing timely information to all, regarding with benefits and organisational value
of Knowledge Management etc., would help in reducing barriers in earning engagement of
employees, while implementing new software at workplace. Thus, after making communication
better, next and most essential step on which management of Medicus College need to work is
designing incentive based plan (Wijethilake, Munir and Appuhami, 2018). Through this plan,
they can influence and boost morale of employees to give better performance for achievement of
organisational objectives.
Considering all these options available for implementing knowledge management, it is
better for Medicus College to adopt Zoho Desk software for developing the same (Cabrilo and
Dahms, 2018). Organizing knowledge based content using this software, which consists cloud
computing based features, will help in transferring and sharing information more easily, within
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less span of time. The category refers to a top-level folder in the knowledge base, which is
directly linked with each department (Shujahat and et. al., 2019). In case of adding any new
department, this function allows to create its associated category in your Knowledge Base. Along
with this multiple sections can be added underneath a category for organizing the information.
The feasibility of this software can be measured by development of business case analysis as
given below –
Business Case Analysis –
Organisational goals of Medicus College –
The main organisational goal of Medicus College is “To deliver the high quality
education and training to its national and international students, as per AVET (Australian
Vocational Education and Training sector)”. Working with purpose, to enable students in
becoming more productive professional and gain technical knowledge to work effective in digital
business environment, this firm emphasis more on offering the affordable, easy to reach and
effective learning opportunities to its learners (Shahroom and Hussin, 2018). This would help in
building a useful society through vocational training. In meeting these objectives and
accomplishment of organisational aims, this college focuses more on managing knowledge
properly via KM system, which is based on DigiGround applications. It plays a crucial role in
increasing student happiness by enhancing accessibility of knowledge or course in which they
seek to make career. In addition to this, it also aids to decrease the support cost, with more
improvement in entire learning experience of learners (Senyo, Liu and Effah, 2019).
Objectives –
As KM system plays a crucial role in boosting the efficiency of entire decision making
ability of employees, as well as to make sure that all associated people have access to overall
expertise (Khashab, Gulliver and Ayoubi, 2020). This will directly help Medicus College to
attend their different goals and objectives to deliver students with appropriate knowledge and
smart learning with the help of vocational training and so on that has been given to teachers and
teachers. Therefore, to build smarter workforce who have ability to make informed and quick
decision, the following objectives have been made –
 To determine the barriers to KM system which affect abilities of Medicus College
 To identify number of options available for replacement of existing KM system with new
one
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