Presentation on theme: "Manage Information/Knowledge management system BSBINM501A part5 Trainer: Kevin Chiang."— Presentation transcript:
Manage Information/Knowledge management system BSBINM501A part5 Trainer: Kevin Chiang
Learning Outcomes Actively seek feedback Review the contribution of information to decision making and implement appropriate modifications to collection processes Identify and document future information needs and incorporate in modifications to collection processes
Actively seeking feedback Internal Feedback – from your colleagues Feedback 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match what was asked for Contains irrelevant contents Not sufficiently detailed Difficult to understand, inaccurate or out of date Does not support with appropriate examples
Actively seeking feedback cont. Feedback from customers Organizations need information from their customers about: How they are performing The quality of the goods and services they offer How they can improve
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. Actively seeking feedback cont. Mountain Shoes Goods return form ProductDescription of faultResolutionSigned “Sure foot” Runner Sole came loose after three wears Sent out new pair, contacted manufacture MW “Blue Lagoon” sandals Broken strapReturned to manufacture CM “Dorothy” causalOne shoe different size Replaced with right size RC
Feedback from quality assurance data Feedback from audit documentation and reports Actively seeking feedback cont.
Reviewing procedures Reviewing the quality of information Reviewing the collecting process Reviewing information needs Reviewing how information is used, organized and presented Reviewing how information is maintained, updated and stored Reviewing information
Identifying future needs Example: An organization once relied on personal contact with its customers but now distributes feedback form through the post A bookshop now sell books over the internet and keeps records of all customers’ credit details Due to increased competition, an organization needs more regular information from customers about their needs and expectation.
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? Conduct an information needs analysis
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. Documenting future needs
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? Conduct an information analysis