Presentation on theme: "Manage Information/Knowledge management system"— Presentation transcript:
1 Manage Information/Knowledge management system BSBINM501A part5Trainer: Kevin Chiang
2 Learning Outcomes Actively seek feedback Review the contribution of information to decision making and implement appropriate modifications to collection processesIdentify and document future information needs and incorporate in modifications to collection processes
3 Actively seeking feedback Internal Feedback – from your colleaguesFeedback about the amount and quality of information gathered is very important to improve the collection process and help management make accurate decisions.Valuable time can be wasted if the information:Does not match what was asked forContains irrelevant contentsNot sufficiently detailedDifficult to understand, inaccurate or out of dateDoes not support with appropriate examples
4 Actively seeking feedback cont. Feedback from customersOrganizations need information from their customers about:How they are performingThe quality of the goods and services they offerHow they can improve
5 Mountain Shoes Goods return form Actively seeking feedback cont.Feedback from unsold or returned goods:Customers return goods when they are not satisfied with the quality or performance. By keep a record of the complaints and returned goods, an organization can identify where it needs to improve.Mountain Shoes Goods return formProductDescription of faultResolutionSigned“Sure foot” RunnerSole came loose after three wearsSent out new pair, contacted manufactureMW“Blue Lagoon” sandalsBroken strapReturned to manufactureCM“Dorothy” causalOne shoe different sizeReplaced with right sizeRC
6 Actively seeking feedback cont. Feedback from quality assurance dataFeedback from audit documentation and reports
7 Reviewing information Reviewing proceduresReviewing the quality of informationReviewing the collecting processReviewing information needsReviewing how information is used, organized and presentedReviewing how information is maintained, updated and stored
8 Identifying future needs Example:An organization once relied on personal contact with its customers but now distributes feedback form through the postA bookshop now sell books over the internet and keeps records of all customers’ credit detailsDue to increased competition, an organization needs more regular information from customers about their needs and expectation.
9 Conduct an information needs analysis Conducting an information needs analysis will provide you with a framework with which you can proactively plan for the future.A needs analysis really asks two main questions:What information do we have now?What information do we want to have?
10 Documenting future needs The results of an information needs analysis and review are recorded and used to make decisions.One useful method of recording this information is to create a template, or standard form.
11 Conduct an information analysis Simon’s office has received a new document shredder. He notices that few people use it properly and are at risk of suffering injury. Some male employees have complained that their ties have been caught in the shredder. Simon is concerned and decided to do something about it.What information could Simon provide to reduce the risk of injury from the shredder?Where might Simon find the information to help him?How can he ensure the information provided is accurate and reliable?What would be the best way to present this information?