RHB Bank: Knowledge Management System Implementation & Strategy

This report discusses the implementation of a knowledge management system at RHB Bank, focusing on how it can address issues related to data management and decision-making. The proposed system aims to capture information regarding organizational performance, employee experience, and consumer feedback, distributing evaluated insights to enhance profitability. The project plan involves stages such as requirement gathering, project planning, execution, and monitoring, utilizing an agile methodology. Key phases include identifying knowledge differences, extracting information, representing knowledge, processing executable models, and system utilization. The report also highlights potential setbacks and problems during implementation, such as methodology selection, vendor selection, and providing adequate employee training. Overall, the successful implementation of the knowledge management system is expected to improve decision-making, minimize errors, and synchronize functionalities across different departments within RHB.

Running head: IMPLEMENTATION OF KNOWLEDGE MANAGEMNT SYSTEM
IMPLEMENTATION OF KNOWLEDGE MANAGEMNT SYSTEM
Name of the Student:
Name of the University:
Author Note:

1IMPLEMENTATION OF KNOWLEDGE MANAGEMNT SYSTEM
Executive Summary
With the growing functionalities of banking it is important for the banks and the financial sectors
to implement the digital disruption in order to manage the functionalities of the bank. Digital
disruption can be described as the implementation of the automation or the use of digital
technology in managing the daily functionalities of the bank and the financial sectors. It has been
seen that with the implementation of advanced technology the quality of service in the banking
sectors has been increased and the consumers of the bank is getting proper service. Apart from
that most of the banking organizations are operating beyond the retail banking. In this case, the
functionalities of the bank is associated with the corporate banking and management of wealth.
In these cases, storing the right information along with the right decision making is important. In
this study the discussion is regarding the implementation of the knowledge management system
at RHB.

2IMPLEMENTATION OF KNOWLEDGE MANAGEMNT SYSTEM
Table of Contents
Introduction......................................................................................................................................3
Identification of the issues at RHB bank:........................................................................................3
Description of the project plan:.......................................................................................................4
Explanation of the project plan:.......................................................................................................5
Methodology for the implementation and its application:...............................................................5
Outcome of the project:...................................................................................................................9
Recommendations:..........................................................................................................................9
Conclusion:....................................................................................................................................10
References......................................................................................................................................11

3IMPLEMENTATION OF KNOWLEDGE MANAGEMNT SYSTEM
Introduction
The automation and the knowledge management system in the organization can be
helpful for the managing those functions. Apart from that the knowledge management system
can be helpful for the synchronization of functionalities between the different departments of the
bank (Ogundele, 2018). The main objective of this paper is to discuss about the implementation
of the knowledge management system at RHB bank. In this context, the facilities RHB bank is
going to get can be discussed along with the possible challenges during and after the
implementation of the knowledge management system.
Identification of the issues at RHB bank:
The functionalities at RHB is included in the different sectors of financial industry. In
this case, managing of the knowledge is important for the decision making process. This banking
organization is currently facing problems regarding the management of the data and information.
Apart from that collection and the evaluation of the data and information regarding the bank, its
employees and the consumers are analyzed manually (Ndedi & Ekeme,2017). In this case, there
is chance for errors in the evaluation. This error can affect the decision making process. It can be
said that the proper implementation of knowledge management process will help RHB to create
knowledge from the market analysis, experience of the consumers, and the market survey. In the
second process of the knowledge management system the information will be analyzed on the
basis of certain parameters and the results will be stored in the system. This will enhance the
quality of the decision making process which will indicate the management of RHB to identify
the right time for changing the business decisions and making investment for the expansion of
the business.

4IMPLEMENTATION OF KNOWLEDGE MANAGEMNT SYSTEM
Description of the project plan:
The main objective of using the knowledge management system is to simplify all the
functionalities of the banking organization and enhance the decision making process (Masum,
2017). The proposed knowledge management system for RHB will capture the information
regarding the performance of the organization, experience of employees and feedback of the
consumers and will distribute the evaluated information to gain more profit.
There are several steps those are needed to be implemented for the proper flow of
knowledge among all the stakeholders of the organization. The first step of this process is the
creation of knowledge. The creation of knowledge includes the creation or entering of the
knowledge into the system. The second step of the process includes the retention of knowledge.
This step is defined by the maintenance of the knowledge in the system (Sundiman, Mursidi &
Putra, 2016). This stage also includes the flow of knowledge from one part of the system to
another part of the system. The final stage is about the implementation of the knowledge in the
organization for the decision making process.
The whole process of the knowledge which includes creating, storing and using the
knowledge in the system along with proper transfer of the knowledge in the system help the
employees at RHB to work in a smarter way. This also helps in minimization of the duplication
and more innovative products can be delivered which will meet the requirements of the
consumers (Intezari, Taskin & Pauleen, 2017). From the management and business perspective it
can be said that the knowledge management system will affect the business of RHB in a positive
way by helping the employees and the managers to share the information in order to gain more
profit.

5IMPLEMENTATION OF KNOWLEDGE MANAGEMNT SYSTEM
Explanation of the project plan:
In order to implement the knowledge management system at RHB in a proper way, the
project plan is needed to be present. There are certain stages at the project plan for the
knowledge management system. At the initial stage the gathering of the requirements for the
implementation of the system is done. The requirement analysis is important part as the proper
documentation of the requirement will help to mitigate the scope creep of the project. The second
stage is defined by the planning of the project. Planning of the implemented system is about
making the blueprint for the development and execution of the project (Valmohammadi &
Ahmadi, 2015). The third stage is the execution of the project. In this stage selection of the
methodology for the implementation of the project is done along with execution of the
functionalities of the project. The selection of the methodology is based on the requirements and
the type of project (Pee & Kankanhalli, 2016). In order to evaluate the performance of the
project, project control and monitoring is important. This can be done in control and monitoring
phases (Van Nguyen & Pham, 2015). The feedback can be given on the basis of the evaluation
of the project. Necessary changes and improvisation can be done on the basis of feedback. In
case, if the implemented system is going to fulfill all the requirements of the organization, the
project planning cycle can be closed.
Methodology for the implementation and its application:
Knowledge management system is software that will help in the decision making process
of RHB. There are three types of knowledge those can be present in this knowledge management
system. These three types of knowledge are explicit knowledge, implicit knowledge and tactic
knowledge. In order to implement the knowledge management system at RHB, software
development life cycle (SDLC) can be applicable. There are various techniques or methodology

6IMPLEMENTATION OF KNOWLEDGE MANAGEMNT SYSTEM
in SDLC for the implementation of the software (Bitkowska, 2015). Among those
methodologies, agile methodology can be used for the implementation of the system. The steps
for the implementation of the knowledge management system through agile methodology are
following-
Phase 1:
The identification of the difference between the knowledge and information is done in
this phase. The uncertainty regarding the difference between the knowledge and the management
can increase the chances of using the information technology support instead of specific
technologies known as ‘knowledge technologies’ (Cheema et al., 2015). The main objective of
the proposed knowledge information system in RHB is to transfer the organization’s knowledge
into meaningful information. This information is utilized by the employees and the management
of RHB for better decision making. The conceptual block of the knowledge is developed in this
stage. This conceptual block includes elements of organization. The identification of the
knowledge at each block can be defined by target knowledge and depends on the volume. The
resources such as templates, reference models are gathered in this stage for the identification of
the target knowledge.
Phase 2: Extraction of the information from the knowledge:
The definition of the target knowledge identified at the previous stage is the main aim of
this phase. In order to do this the input variables are identified in order to get the target
knowledge (Al Mamun et al., 2016). These input variables can be data documents from the
organization’s information system. The procedure in this stage will help to extract the variables.

7IMPLEMENTATION OF KNOWLEDGE MANAGEMNT SYSTEM
In order to do this specific algorithm is needed to be implemented in this stage. The procedure
will dependent of the conceptual block of knowledge.
Phase 3: Representation of the information:
After the identification and the extraction of the knowledge, the presentation of the
knowledge will be done in this stage so that this representation can be mapped into the
organization. Different architecture like model driven architecture can be used for the
development of this stage (Nadimi, 2017). The knowledge map can be represented at the
different level of abstraction (Leyer, Schneider & Claus, 2016). Computation independent model
level can be used for the independent computation. This will include the knowledge map along
with the conceptual blocks of the knowledge those are identified within the organization. In the
representation of the knowledge, the relations between the different blocks of knowledge are also
identified.
Phase 4: Processing:
In this stage the generation of the executable model of the knowledge map is developed.
This can be defined as platform specific model and can be run on certain technological platform.
The final representation of the knowledge map for RHB can be obtained in this phase along with
the tools to locate and access it.
Phase 5: Utilization:
This is the last step of the procedure. This enables the organization to use the knowledge
portal. Apart from that this step also defines the efficient use of knowledge management system
that has been developed (Qorbani & Rashidi, 2015). In this stage, the policies and procedures are
implemented for the maintenance of the system. In this context, the knowledge management

8IMPLEMENTATION OF KNOWLEDGE MANAGEMNT SYSTEM
system must be integrated with the other systems and the computers of RHB. The inter relation
between the different knowledge management system will help the management to be aware
about the status of the knowledge management system.
Highlight of the project, set-backs and the problems:
The project is regarding the implementation of the knowledge management system at
RHB. The main aim of this system is to extract the collected knowledge into meaningful
information system so that the management of RHB can make better decision making process
regarding the organization.
RHB can take the advantage of the knowledge information system through the proper
extraction of the data, mitigation of the human error and the synchronization of the
functionalities of different blocks.
Set-backs and the problems:
During the implementation of the knowledge management system in the organization the
project team can face certain problems. These problems can be organizational or technical. Some
of the problems during the implementation are-
 Selection of the methodology: The selection of the methodology is important for the
proper implementation of the project. The choice of methodology is dependent on the
requirements of the project (Coronel & Morris, 2016). The selection of the SDLC is
important because it has been seen that the wrong choice of the SDLC methodology can
lead the wrong project outcome.
 Selection of the vendor: The selection of the vendor is important as the software package
provided by the vendor plays an important role in proper implementation of the project.

9IMPLEMENTATION OF KNOWLEDGE MANAGEMNT SYSTEM
In case, if the software vendors are not selected in a proper way and the negotiation
process is not carried out in right way, there is a problem that the implemented system
may fail to deliver the expected outcome (Massaro et al., 2016). Moreover, the proposed
system can face legal issues regarding the use of the software.
 Giving proper training: After the implementation of the system , in case, if proper
training is not provided to the employees of RHB, the handling of the knowledge
management system may not happen in a proper way.
Outcome of the project:
The outcomes of the project are following:
 RHB can make the utilization of the knowledge in a proper way.
 The sorting of the knowledge can be done in a proper way.
 RHB can extract useful information through knowledge management system.
 The extraction of the useful information can be helpful for the management for proper
decision making.
Recommendations:
The recommendations for the proper implementation of the proposed system are following:
 Right selection of the knowledge management system.
 Proper documentation and understanding of the requirements.
 Proper negotiation process between the software vendors.
 Maintaining and evaluation of the system after implementation.

10IMPLEMENTATION OF KNOWLEDGE MANAGEMNT SYSTEM
Conclusion:
The discussion is regarding the implementation of the knowledge management system for
RHB. It can be said from the discussion that the knowledge management system would be
helpful for managing the knowledge and information for the RHB. Apart from that it would help
in the decision-making process of the organization. The better decision can help RHB to expand
the business. However, there are certain challenges for the organization those can be faced
during the implementation of the whole system. These challenges can be mitigated through the
proper planning and the monitoring of the project. The organization is responsible for managing
and controlling the project in a proper way. Apart from that giving proper training to the
employees regarding handling of the system is needed to be maintained by RHB. It can be
concluded from the above discussion that proper implementation of the knowledge management
system can help to improve the business process of RHB.

11IMPLEMENTATION OF KNOWLEDGE MANAGEMNT SYSTEM
References
Al Mamun, M. A., Hannan, M. A., Hussain, A., & Basri, H. (2016). Theoretical model and
implementation of a real time intelligent bin status monitoring system using rule based
decision algorithms. Expert Systems with Applications, 48, 76-88.
Bitkowska, A. (2015). The orientation of business process management toward the creation of
knowledge in enterprises. Human Factors and Ergonomics in Manufacturing & Service
Industries, 25(1), 43-57.
Cheema, A. S., Srivastava, S., Srivastava, P. K., & Murthy, B. K. (2015, December). A standard
compliant blood bank management system with enforcing mechanism. In Computing,
Communication and Security (ICCCS), 2015 International Conference on (pp. 1-7).
IEEE.
Coronel, C., & Morris, S. (2016). Database systems: design, implementation, & management.
Cengage Learning.
Intezari, A., Taskin, N., & Pauleen, D. J. (2017). Looking beyond knowledge sharing: an
integrative approach to knowledge management culture. Journal of Knowledge
Management, 21(2), 492-515.
Leyer, M., Schneider, C., & Claus, N. (2016). Would you like to know who knows? Connecting
employees based on process-oriented knowledge mapping. Decision Support Systems, 87,
94-104.

12IMPLEMENTATION OF KNOWLEDGE MANAGEMNT SYSTEM
Massaro, M., Handley, K., Bagnoli, C., & Dumay, J. (2016). Knowledge management in small
and medium enterprises: a structured literature review. Journal of Knowledge
Management, 20(2), 258-291.
Masum, M. (2017). Investigating the implementation of a performance management system in a
central bank reform process.
Nadimi, E. (2017). Prioritisation of the solutions of knowledge management adoption in bank
using FAHP. International Journal of Business Information Systems, 24(3), 316-343.
Ndedi, A., & Ekeme, A. (2017). Implementation of Lean Banking and Continuous Improvement
in an African Global Bank: The United Bank for Africa.
Ogundele, B. (2018). Management accounting system changes: a case study of a family
controlled bank (Doctoral dissertation, University of Salford).
Pee, L. G., & Kankanhalli, A. (2016). Interactions among factors influencing knowledge
management in public-sector organizations: A resource-based view. Government
Information Quarterly, 33(1), 188-199.
Qorbani, R., & Rashidi, F. (2015). ROLE AND EFFECT OF THE IMPLANTATION OF
KNOWLEDGE MANAGEMENT SYSTEM ON ORGANIZATIONAL
PERFORMANCE OF COMMUNICATION AND INFORMATION TECHNOLOGY
PART OF ANSAR BANK (The survey of the headquarters of Ansar Bank). International
Journal of Academic Research, 7.
Sundiman, D., Mursidi, A., & Putra, S. S. (2016, July). Knowledge management role on creating
service excellence: Case study on building materials supermarket in the city of Sampit-

13IMPLEMENTATION OF KNOWLEDGE MANAGEMNT SYSTEM
Indonesia. In Proceedings of the The 11th International Knowledge Management in
Organizations Conference on The Changing Face of Knowledge Management Impacting
Society (p. 53). ACM.
Valmohammadi, C., & Ahmadi, M. (2015). The impact of knowledge management practices on
organizational performance: A balanced scorecard approach. Journal of Enterprise
Information Management, 28(1), 131-159.
Van Nguyen, T., & Pham, C. H. (2015). The Critical Success Factors for Implementation of
Electric Customer Relationship Management in the Commercial Bank of Viet
Nam. International Journal of Financial Research, 7(5), 124.