Knowledge of management & Information systems - Assignment Example

Knowledge of management & Information systems Introduction The objective of the present report is centred on an organisation named TPMT and the current knowledge management issues it is facing. The company exports high quality specialised hand tools. The major supplier and client base is in Africa and the company faces challenges in communication, employee commitment and maintaining relationship with its customers. In order to resolve this knowledge management issue, the organisation is implementing Web 2.0 technology by integrating this technological platform with their IT operations. The knowledge management system will be integrated in two major phases; IT as well as non-IT. IT phase will include integrating an internal communication site for connecting the agents, suppliers and the organisation on a daily basis. Non-IT integration will include customer and employee empowerment though various social media platforms such as, Facebook, Twitter, MySpace and LinkedIn, thereby establishing better customer engagement, enhancing supplier commitment and improving overall performance of the organisation. BusinessProblem Knowledge management can be described as an organisation’s ability to share, create as well as use the collective information about its processes, products as well as human resource for increasing workplace productivity and reducing activities that put the company in backward position. As organisations are seeking advantage in highly competitive markets, they are increasingly looking for an untapped resource which is knowledge of their employees and organisation’s resources (Alavi and Leidner, 2001). Problems regarding knowledge management can creep in various forms. These can be unsuccessful alignment of knowledge management strategies applied within the organisation. It can also be failure in understanding and incorporating knowledge management into the daily activities of individuals. Another major knowledge management issue faced by organisations in the current business environment is focussing knowledge efforts within organisational boundaries only. Wide disparities in maintaining up-to-date infrastructure as well as cultural diversity make knowledge management challenging and cumbersome, especially in developing countries. Though TPMT is based in United States, majority of its client base is in Africa. Thus, culture disparity and lack of technology and resources have created contextual issues for the company. Even though the company is able to meet human resource needs, cultural and infrastructural gap create major problems in the business operations. Thus, it can be concluded that cultural and infrastructural gaps are the major knowledge management business problems faced by TPMT. Global Diversity in culture has reflective implications on the successful plan and implementation of various Knowledge Management projects. Thus, while creating organisational objectives, global organisational contexts such as, innovations and performance, should be taken into consideration (Avgerou, 2002). In the present case study, the company is facing problems such as, lack of commitment among directors as well as part-time workers in African countries. The directors also face difficulties in enhancing relationships among employees, customers and agents. It is evident that the organisation lacks engagement from the employee’s perspective. Thus, establishing better interaction between organisation and its agents will help in building confidence and loyalty towards the company (Yue, et al., 2009). Web 2.0 Overview The term, Web 2.0, is used to describe various websites and their applications which allow users to create, share and update online information as well as other materials created by them. A major key element of this technology is that it helps individuals to create, collaborate, share and communicate. The major difference between Web 2.0 and other websites is that it does not need any publishing or web design skills to participate, which makes it easier for individuals to put up their works. There are various Web 2.0 applications tools such as, blogs, wikis, social networking, podcasting, folksonomies and content hosting service (Tredinnick, 2006). Other popular websites under Web 2.0 applications include Facebook, Flicker, Twitter, You Tube and MySpace. The major advantage of this application is that it uses a technology which is beyond static pages like, ancient websites. The various characteristics of this web application make it an attractive strategy for increasing the overall business performance of the company. Some characteristic features of the company are: It provides better user-interface compared to Web 2.1 with more storage and software facilities throughout the browser. It includes websites which are user-created, social networking sites, social bookmarking, tagging and self-publishing platforms. The architecture helps the user to participate as well as contribute to the application while using it. There is free information classification which helps users to classify as well as find information simultaneously. The site provides a rich user experience with dynamic content and is responsive to the user input. Flow of information is both ways and profit realization takes place through monthly subscriptions. Crowd sourcing is possible, thereby allowing site users to add content which can be accessed by other users too. Content delivery takes place through multiple channels such as, permalinks and file sharing. Services and digital resources are more sought after compared to physical goods. Since there is mass participation, cultural and regional diversity can be seen. Benefits and Challenges In the past few years, adoption of Web 2.0 has seen an enormous rise. Even the organizations have started using and implementing Web 2.0 based technologies in their 360 strategy. The deployment of Web 2.0 has not only been seen in their external relations with customers, but also in their deals with partners, suppliers as well as outside experts (Rollett, et al., 2007). 1. Experimenting with micro blogging and social networking sites Companies have started recycling information generated for traditional corporate communications on these platforms. However, there was very little impact on the communication culture and corporate processes. Compared to this, an open view of the corporate can be generated by establishing a corporate blog, inviting critics with their issues and generating open exchange of feedback and user views. A large number of Web 2.0 apps have garnered much attention in the past few years. However, social media is no longer just used by teenagers and young generation. Companies are increasingly using it for dynamic purposes such as, identifying key consumer trends, targeting their customers, better consumer engagement and two-way communication process. 2. Better marketing strategic Web 2.0 technology delivers the benefits by proliferating the opportunities for association as well as allowing information to spread more efficiently. With the help of automatic feeds and various real-time blogs, any information can be provided to customers along with taking feedback from them in real time. 3. Greater knowledge sharing among employees, customers and other stakeholders It is also beneficial in increasing the overall interactivity within the organization. As a result of the user-friendly and real time platform, more employees are brought into daily contact at a much lower cost. Effective use of Web 2.0 tools encourages employee participation in idea sharing as well as various projects and subsequently increases the organization’s knowledge pool. Once the employee-organization bond is established, it becomes much easier to improve communications with outside partners and suppliers. Although Web 2.0 has proved to be beneficial in majority of its applications, there are few challenges associated with it. 1. Lack of security and access The major disadvantage of using this technology is that the level of security offered is much less compared to conventional server-based software. Many clients as well as organizations using this application have found out that users are not able to access file server of various clients. Web 2.0 is a platform or share point where most of the data is shared allowing user-interface and much better communication. However, the major drawback is that data scattered all over can result in disaster as well as security implications. Before implementing these technologies, precautionary measures need to be taken in order to avoid security breach, especially when data is shared outside firewall, making both the data as well as the enterprise technology vulnerable to theft and hacking. 2. Cultural and social issues Apart from technical challenges, Web 2.0 also faces social and cultural challenges. The technology platform offers users to share, edit and communication information on various sites. Freedom of positing views and commenting offers rivals good opportunity to display negative attitude towards their competitors. Also, there is a big doubt about the quality of the content. 3. Social media issues Social media such as, Twitter, LinkedIn and Facebook, are important components of Web 2.0 technologies. Even though these platforms provide a sound base for customer engagement as well as information collection, they are also the biggest spot for negative publicity and feedback, criticism and campaigns for various organizations and companies (Jennex, 2006). System Proposal The above evaluation suggests that application of knowledge management should aim at two major aspects. Firstly, to improve the technological infrastructure for better communication as well as real time data-sharing and information exchange. The second aspect will be to improve cross-cultural relations and subsequent employee-agent-customer relations to enhance overall performance and sustainability of the organization (Preez, 2009). After analyzing the core knowledge management issues, it can be concluded that the major challenge of TPMT is cross-cultural issue and commitment among the agents and third party vendors. Thus, major focus will be on the development of social media platform within and across the organization for better engagement and knowledge sharing, thereby increasing loyalty and partnership with the suppliers and customers. The knowledge management system can be differentiated into the following processes; 1. Workplace sharing Sharing of workplace is essential for improving the efficiency of assignment and projects. Since most of the suppliers and customers are based in Africa, it has become crucial for the company to maintain constant conversation regarding the completion of the assignment as well as successful customer delivery. Until the updated information is received from the company, it is possible that the agents would have to work on old and outdated information (Huseby and Chou, 2003). For this, TPMT can establish organizational intranet for continuous flow of updated information among employers, agents as well as important suppliers. The intranet will be integrated with the IT system of the organization for establishing coordination and communication within the employees, regardless of their location. This will not only facilitate faster information flow, but also will provide updated information to the employees and agents, which in turn can be shared with suppliers and customers. Information can be shared on a daily basis, thereby helping faster completion of assignments and projects along with saving time, energy and capital (Douligeris and Tilipakis, 2006). 2. Social platform for better engagement Another major integration will be required in terms of incorporating social media tools such as, Facebook, Twitter, Skype and MySpace, for supplier as well customer engagement. TPMT can create application based pages in various social media sites in order to enhance its social presence. There are many advantages of integrating social media platforms into the organization’s IT operations. Firstly, TPMT will get better access to its customer and supplier information at a cheaper cost. Creation of supplier and specific organizational communities in Facebook will also help the firm to conduct interactive sessions with its suppliers and customers without physical presence (Sophia and Zyl, 2009). Important information such as, feedback, customer issues and queries, can be solved in real time. Opportunities like, video-conferencing, will also involve better participation from the agents based in Africa and other regions. Using sites such as, LinkedIn, will help the firm in choosing better candidates for recruitment. Social media sites, based on Web 2.0 platform, are increasingly being used for mentoring and motivation. Active participation from the higher management in debates and discussion encourages employee participation and increases positive customer segment. Budgeting and integration issues With the advancement in technology and high usage of Web 2.0 application based software, the overall cost of using integrative communication software has been reduced to a large extent. The major costs required in the current restructuring include integration of intranet and social media platforms within the organization’s IT system. However, the actual budget will depend on the purchase of customized intranet applications. Reference List Alavi, M. and Leidner, D., 2001. Review: Knowledge management and knowledge management systems: Conceptual foundations and research issues. MIS Quarterly, 25(1), pp. 107-136. Avgerou, C., 2002. Information systems and global diversity. Oxford: Oxford University Press. Douligeris, C. and Tilipakis, N., 2006. A knowledge management paradigm in the supply chain. European Media Journal of Business, 1(1), pp.66 - 83 Huseby, T. and Chou, S.T., 2003. Applying a knowledge-focused management philosophy to immature economies. Industrial Management & Data Systems, 103(2), pp.126 - 132. Jennex, M., 2006. Culture, context, and knowledge management. International Journal of Knowledge Management, 2(2), pp. 1-5. Preez, M., 2009. Social Web Evolution: Integrating Semantic Applications and Web 2.0 Technologies. Online Information Review, 33(6), pp.1207 - 1208. Rollett, H., Lux, M., Strohmaier, M., Dösinger, G. and Tochtermann, K., 2007. The Web 2.0 way of learning with technologies, International Journal of Learning Technology, 3(1), pp. 87-107. Sophia, A. and Zyl, V., 2009. The impact of Social Networking 2.0 on organisations. The Electronic Library, 27(6), pp. 906 - 918. Tredinnick, L., 2006. Web 2.0 and business: a pointer to the intranets of the future? Business Information Review, 23(4), pp. 228-234. Yue, K. B., De Silva, D., Kim, D., Aktepe, M., Nagle, S., Boeger, C. Jain, A. and Verma, S., 2009. Building Real World Domain-Specific Social Network Websites as a Capstone Project, Journal of Information Systems Education, 20(1), pp. 67-76. Read More