BSBINM601 Manage knowledge and information Learner Guide P a g e | 1 BSBINM601 Manage knowledge and information P a g e | 2 Table of Contents Table of Contents...

Running Header: Manage Knowledge and Information
Managing Knowledge and Information
Manage Knowledge and Information
NAME AND STUDENT ID:
NAME CODE:
UNIT:
CAMPUS:
TERM AND YEAR:
TUTOR:
Table of Contents
Introduction    2
Obtaining information relevant to business issues    2
Review staff and customer feedback and business performance data    2
Identify, define and analyse business problems and issues    5
Identify information required to reach a decision on problems/issues    5
Source and gather reliable information    6
Test information for reliability and validity, and reject where contradictory or ambiguous    6
Utilise formal and informal networks to access corporate knowledge/memory not held informal systems and review appropriately    7
Analyse information and knowledge    7
Ensure objectives for analyses are clear, relevant and consistent with the decisions required    7
Identify patterns and emerging trends correctly and interpret as to cause and effect    8
Utilise statistical analyses and interpretation where appropriate    9
Ensure documentation reflects a logical approach to the evaluation of the evidence and conclusions drawn    10
Adjust management information systems/decision support systems to meet information processing objectives    11
Take decisions on business issues identified    11
Ensure sufficient valid and reliable information/evidence is available to support a decision    11
Utilise risk management plans to determine acceptable courses of action    12
Utilise appropriate quantitative methods to assist decision making    12
Consult specialists and other relevant groups and individuals    12
Ensure decisions taken are within the delegation/accountability of the group/individual responsible    13
Make decisions in accordance with organisational guidelines and procedures    13
Ensure decisions taken are consistent with organisational objectives, values and standards    13
Ensure decisions are taken in a timely manner    14
Disseminate information to the organization    14
Ensure advice/information needs are documented and are specific to location, format and timeline requirements    14
Document information and update databases regularly    15
Design and test systems to meet information requirements of decision makers    15
Ensure information is uptodate, accurate, relevant and sufficient for the recipient    15
Develop communication plans and disseminate information    15
Adhere to confidentiality/privacy policies in the transmission/release of information/advice    16
Review and update communication plans regularly    16
Utilise technology which provides optimum efficiency and quality    16
Maintain corporate knowledge and ensure security    16
Conclusion    17
References    18
Introduction
This project gives an overall aspect of managing knowledge and information and its various other aspects. The project also has in-depth information regarding different other aspects of managing information and knowledge. In the first part of the project information about the chosen organization has been obtained in order to identify the issue or issues that the organization is facing. In the second part of the assignment, the information and knowledge that has been obtained to identify the issues are analysed. The third part of the assignment discusses the decisions that need to be taken based on the information and knowledge to solve the issues that have been identified. In the last part of the project, information is disseminated to the choose organization.
To carry out this project the organization that has been chosen is Woolworths Limited is known to be an Australian organization in the retail sector. It is known to be the second largest company in Australia in terms of revenue. Woolworths Limited is also known to be the largest takeaway liquor retailer in Australia (Woolworths.com.au, 2019). It was founded in the year 1924 by five founders of the company. The founders of the organization are Percy Christmas, Stanley, Cecil Scott Waine, George Creed and Ernest Williams.
Obtaining information relevant to business issues
Review staff and customer feedback and business performance data
I have collected feedback from staff and customers in order to find out issues that are holding back the company in terms of performance. To collect feedback from staffs a staff feedback form was designed that has been provided below.
    Criteria
    Rating out of 5
    Comments
    Quality of work
    
    
    Relationship with co-workers
    
    
    Initiative
    
    
    communication
    
    
    Attitude
    
    
Table 1: Staff feedback form
(Source: Created by the author)
From the above staff feedback form, it can be seen that there are three columns containing three different variables. The criteria or questions that the staffs are asked is on the extreme left of the form. The staffs of Woolworths Limited have been asked to rate on the mentioned criteria and comments if anything specific needs to be mentioned. This would help in identifying any internal issues within the organization.
Similarly, a customer feedback form was also made to take feedback from customers.
Name: ______________________________________________
Contact No.: _________________________________________
Age:_____________ Gender: __________________
How often do you shop from Woolworths Limited?
_______________________________________________________________________
How are the products of Woolworths Limited?
_______________________________________________________________________
How much satisfied are you with the services of Woolworths Limited?
_______________________________________________________________________
How much would you rate for Woolworths in terms of Customer Satisfaction?
_______________________________________________________________________
Any specific comment you would like to make about Woolworths Limited?
_______________________________________________________________________
The customer feedback would help the management of the organization to identify issue or issues that prevail in terms of products and services of Woolworths Limited. The survey has been conducted by different methods like Email survey, Online survey, Customer comments, Targeted review, paper survey and telephone survey. The collected data has been then categorized in order to identify the issues that are affecting the business performances.
Identify, define and analyse business problems and issues
From the feedback that has been taken from the staffs, it has been found that most people have given a low rating on communication. Communication stands to be one of the most important aspects of the business (Rowley and Farrow, 2018). In order to make business operations, effective communication has a major part.
From the customer's feedback form, there has been no problem that has been found or identified. The customers are satisfied with the services and products offered by Woolworths Limited. The customers are highly satisfied with the chosen organization.
Communication is a major issue that highly affects the performance of the business (Adler et al., 2015). From further investigation, it has been found that staffs or employees working in the lower level of the hierarchy are mostly unaware of the business decisions taken by the management. The main problem that was found was that the line managers were failing to convey information to the staffs of the organization. As a result of which there would be confusion among the employees. This generally affected the customer services and sometimes that failed to enrich customers who seek a different kind of information.
No issue was identified from the customer’s feedback. This is evident as it is already known that Woolworths is known to be the second best retail organization in Australia. The products and services offered to customers are of superior quality with reasonable pricing hence there is no question that the customers would be unsatisfied with the organization.
Identify information required to reach a decision on problems/issues
Communication gap in an organization is a regular affair. This kind of issues does not have any records or other things from which analysis could be done. In this case, the best information that could be looked into for taking any decision would be a complaint register of the staffs. The organization manages complaint registers of staffs where employees facing any issue or problem within the organization can register to complain. The complaint register would help immensely as it would provide information with the frequency of miscommunication and from whom it has been done. After verifying the complaint register the management can take any decisions regarding the issue.
Source and gather reliable information
There are different sources from where information can be gathered. Mainly there are two types of sources and they are internal sources and external sources (Webb, 2017). Internal sources of information are the sources that are present within the organizations. These sources must be reliable and authentic. Internal sources of information serve the purpose of making the management aware of any issues and how the issue needs to be dealt...