Knowledge Management System for Maroochy Water Services - Case Study Example

Designing Knowledge Management System Name Course Name and Code Instructor’s Name Date Table of Contents Table of Contents 2 Introduction 3 Important Issues from Knowledge Needs Analysis 3 Knowledge System Design – Components 4 Knowledge System Design – Architecture 7 Conclusion 12 Recommendations 12 Quality Assurance 13 References 14 Introduction The aim of this report is to design Knowledge Management System for Maroochy Water Services. The previous assignment acknowledged needs analysis in which it resulted in identification of numerous challenges that the organisation operated since the problems were associated with lack of enough knowledge or also presented challenges to stakeholders involved such as environmentalists. After analysing these challenges and issues, this report addresses requirements of assignment two, wherein numerous Knowledge Management Systems components from numerous operational backgrounds such as socio, which are aimed in addressing the challenges and issues. The report further approaches KMS Architecture and indentifying how these different components come together to mitigate against the current operational challenges. The report then concludes through presentation of some recommendations and classifies the current report as of high quality. Important Issues from Knowledge Needs Analysis The Maroochy Water Services case study indentifies numerous problems and challenges that are faced by numerous players including the contractor – Hunter Watertech. The aim of knowledge management is not to control the failures witnessed but it is aimed at formulating and implementing a plan, which encourages continues knowledge accumulation and encouraging innovation (Abrams and Weiss, 2008). The Maroochy Water Services case study addresses breaches in the information technology system (see Abrams and Weiss, 2008). The key issues (faults) identified include: Pumps turned off unexpectedly or the pumps running continually Unexplained alarms at the pump stations Settings configuration modification for the software at the pump station Increase in number of radio traffic resulting in communication failures No alarms at others times when the pumps are turned off or locked-up No alarm monitoring because of computer communication lockups Knowledge System Design – Components Taiwan (2000) presents ten steps that are further grouped into four phases, which are commonly referred as the Knowledge Management Assessment Kit. This segment presents the components of the Taiwan (2000) steps in analysing the current problem with the aim of addressing issues identified in the previous assignment. The components are discussed relative to the Maroochy Water Services case study. Strategic approach and consideration: The phase involves analysing existing infrastructure and aligning knowledge management and business strategy. Maroochy Water Services and Hunter Watertech should analyse the existing infrastructure and determine vulnerable areas (Nonaka and von Krogh, 2009). Hunter Watertech should keep records, monitor its resources, and ensure the resources can be maximised towards ensuring the good of contracts that they have been provided. In the same breath, Maroochy Water Services should analyse infrastructural requirements and determine pitfalls towards fulfilling their obligations (Booker, Bontis, and Serenko, 2008). Maroochy Water Services should shift its approach of knowledge management to strategic planning whereby analysis of the organisation is done through creation of knowledge maps e.g. competitiveness, threats. Therefore, Maroochy Water Services knowledge management system should inform all employees and other stakeholders on the importance of their operations and also challenges and strengths associated with the organisation. This will ensure employees’ operates towards fulfilling the vision and mission requirements of the organisation. In addition, training and development is an important component that drives an organisation towards efficiency and helps the organisation towards becoming effective (Sajeva and Jucevisius, 2010). Innovation is an important requirement in organisations that utilises technology and it is important to ensure employees are informed on innovations and new challenges that may influence towards the success of any development (Durant-Law, 2013). The employees of Maroochy Water Services should be trained before roll out of the SCADA program and also informed on how the system operates towards fulfilling organisational requirements (Addicot, McGivern and Ferlie, 2006). Securing infrastructure and resources – The Australian Department of Communications, Information Technology and the Arts (DCITA) has educated organisations and companies on important of managing SCADA systems and strategies of controlling and managing of risks. In knowledge management, it is imperative to understand and acknowledge different factors that drives information technology based system. In the case of Maroochy Water Services, three components are evident and are important in delivering strategic plans, which are servers, field devices and clients (Sutch, 1999). These three components are important in ensuring the strategic plans of the organisation are achieved. Therefore, Maroochy Water Services should inform its employees including cultivating a culture that appreciates the importance of these components towards achieving organisational requirements (Addicot, McGivern and Ferlie, 2006). This means employees should be informed on benefits of each component and threats towards each of the component. This will provide an opportunity to the employees to device their own strategies in supervising and pinpointing any threats that can affect the system. Human resource development and management – employees are the most important asset, which an organisation can have (Addicot, McGivern and Ferlie, 2006). In developing knowledge systems, human resource is paramount and should be supported through provision of appropriate resources and support. Maroochy Water Services should empower their employees with possible technical, economic and social support towards improving their capacity towards achieving organisational efficiency and effectiveness. Maroochy Water Services should encourage its employees to attend and participate in numerous workshops and seminars that are aimed in ensuring the employees are developed. Knowledge System Design – Architecture Architecture can be defined as assembling and interaction of different components towards achieving a specific goal. In the analysis, it is evident numerous scenarios are available whereby the organisation can improve on its knowledge management system (Addicot, McGivern and Ferlie, 2006). The indentified architectures are applicable to different scenarios relative to the operations within Maroochy Water Services and other stakeholders. The following chart illustrates how different organisations that work together with a specific aim should operate with the aim of achieving specific organisational goal. For example, the aim of Maroochy Water Services was to develop a system that improves and becoming efficient in waste management but there were challenges experienced. Therefore, the following chart utilises Maroochy Water Services as an organisation and how it can collaborate with another organisation with the aim of achieving organisational goals: the other organisation, as an example is the Hunter Watertech contractor. Figure 1: Collaborative approach between two organisations Figure 1 illustrates the appropriate architecture that should be employed by employees and Maroochy Water Services organisation towards embracing and support from external parties. Maroochy Water Services and Hunter Watertech, for example, are two organisations that have internal operation differences and therefore there should be mechanisms in which the organisations can complement each other. Hence, the internal mechanisms should support the external requirements in which the organisational directives to be achieved (Addicot, McGivern and Ferlie, 2006). Apart from the way the two organisations operate strategically, it is important to embrace security measures towards preventing the infrastructure from internal and external threats (Nevo, 2003). The system developed for Maroochy Water Services entails bringing together three important components, which are the individual devices at the pumps, the server and the client whereby the management can control the system. Figure 2 illustrates how these different components and organisational planning can achieve predetermined goals. Figure 2: Proposed security architecture Figure 2 illustrates a proposed security architecture that is applicable and suitable for Maroochy Water Services. In any architecture, it is important to develop a system that can easily be upgraded and at the same time fulfils the requirements of the organisation (Addicot, McGivern and Ferlie, 2006). The problem with the earlier model was that it was vulnerable to both internal and external intrusions and the proposed model will prevent future challenges (Addicot, McGivern and Ferlie, 2006). Moreover, the current problem was associated with a previous employee and utilisation of the different firewall and anti-virus will ensure the system is free from vulnerability. Apart from security measures and collaboration between organisations, it is also important to sustain knowledge management system towards fulfilling organisation obligations (Addicot, McGivern and Ferlie, 2006). Figure 3 illustrates cycle of knowledge that brings into consideration four components, which are, find/create, organise, share and use/reuse. The following image illustrates proposed Maroochy Water Services cycle of knowledge. Knowledge management in Maroochy Water Services is important but the most important aspect is maintaining and sustaining the learning process. Figure 3 illustrates the cycle in which employees can participate through to ensure they become more productive. The four components ensure high levels of knowledge are maintained within the aim of achieving organisational goals. The following explains further the four components: Find/create – At this stage, the employees are empowered through attending workshops and conferences, carrying out research and participating in best practices activities (Addicot, McGivern and Ferlie, 2006). It is a stage whereby the employees and the organisation search for appropriate information, which will drive the organisation towards efficient and effectiveness. Organise – The information available and the data is analysed with the aim of maximising on its strengths (Addicot, McGivern and Ferlie, 2006). The information is filtered and collaborations are created with the external environment with the aim of utilising the information towards ensuring the organisation operates seamlessly. Share- The information available after been organised is shared among the employees and utilise in solving organisation issues (Maier, 2007). The information is further documented with the aim of utilising in future organisational and developmental requirements. Use/reuse – The information collected is utilised for knowledge development through utilising it as exhibits or examples (Tiwana, 1999). Moreover, the collected information is utilised to determine the lessons and other benefits obtained through the study (Addicot, McGivern and Ferlie, 2006). This results in knowledge development and hence beneficial in ensuring both the employees and organisation improves both in operations and outcome positively. The reuse component is important since it allows learning from previous mistakes (Morrissey, 2005). In any learning and development process, it is important to highlight and identify what has been gained and how these factors can be reciprocated towards improving the way an organisation can operate (Tiwana and Ramesh, 2001). Therefore, research results and specifications are important in ensuring the cycle continues for the good of both the organisation and the employees. Conclusion Knowledge development and management is an important aspect in determining the direction in which an organisation should follow. The report has presented important system components and system architecture for knowledge management system, which is useful in improving the capability of Maroochy Water Services to operate in a knowledgeable way. Some of the benefits that results from this intervention includes improvement in efficiency, employee satisfaction and motivation, effectiveness of the organisation and creation of positive relationships with other stakeholders towards operating in a sustainable manner. Recommendations There are numerous fashions of knowledge management systems but the most appropriate one is the Taiwan (2000) wherein ten important steps, which are further divided, into four phases are identified. This report has capitalised on phase I, II, and III towards fulfilling the requirements of this assignment. Therefore, Maroochy Water Services should: Cultivate a culture that encourages knowledge management and development Employment of firewalls, antivirus and other measures towards securing the information technology system Efficiency and effectiveness of collaboration among organisations that are working together Quality Assurance The report has analysed different organisational requirements including means of improving knowledge of the employees. The report has met the terms of reference according to stated requirements. Some of the goals achieved include: Demonstration and utilisation of numerous knowledge management system components, how these different components interrelate and how they complement with each other towards making an organisation to operate in a knowledgeable manner Identifies the relationship of the components with an architecture that can be mobilised and then utilised towards fulfilling the requirements of Maroochy Water Services. Through the process, Maroochy Water Services operates in a knowledgeable manner. In addition, the report is specially directed to the intended audiences based on the terms of references. The report is researched extensively through utilisation of numerous reliable resources and it is associated to the highlighted case study. Generally, the report fulfils all the terms of reference and its associated factors. References Abrams, M., and Weiss, J., 2008, Malicious Control System Cyber Security Attack Case Study–Maroochy Water Services, Australia Addicot, R., McGivern, G., and Ferlie, E. 2006. Networks, Organizational Learning and Knowledge Management: NHS Cancer Networks. Public Money & Management, vol. 26, no. 2, pp. 87–94 Booker, L., Bontis, N., and Serenko, A. 2008. The relevance of knowledge management and intellectual capital research. Knowledge and Process Management, vol. 15, no. 4, pp. 235–246. Durant-Law, G. 2013. The Essential Components of a Knowledge Management System. Knowledge Matters. Available at: http://www.durantlaw.info/essential-components-of--knowledge-management-system Maier, R. 2007. Knowledge Management Systems: Information And Communication Technologies for Knowledge Management (3rd edition). Berlin: Springer. Morrissey, S. 2005. The design and implementation of effective knowledge management system. Available at http://mackinstitute.wharton.upenn.edu/wp-content/uploads/2013/01/2005_2006___Morrissey__Steve___The_Design_and_Implementation_of_Effective_Knowledge_Mgmt_Systems.pdf Nevo, D. 2003. Developing effective knowledge management systems. Available at http://frontiers.sauder.ubc.ca/KMS_design.pdf Nonaka, I., von Krogh, G. 2009. Tacit Knowledge and Knowledge Conversion: Controversy and Advancement in Organizational Knowledge Creation Theory. Organization Science, vol. 20, no. 3, pp. 635–652. Sajeva, S., and Jucevisius, R., 2010. Determination of Essential Knowledge Management System Components and their Parameters. Kaunas University of Technology. Available at http://info.smf.ktu.lt/Edukin/zurnalas/archive/pdf/2010%201%20%2867%29/8%20Sajeva_Jucevicius.pdf Sutch, M. 1999. Perceptions regarding knowledge management: An exploration of characteristics and components of knowledge management with application in the pharmaceutical industry. Degree of Master of Arts in Corporate and Public Communications Seton Hall University. Available at http://domapp01.shu.edu/depts/uc/apps/libraryrepository.nsf/resourceid/BCD3F0423759B27485256E2300524503/$File/Sutch-Michael-D.pdf?Open Tiwana, A., 1999. Knowledge Management Toolkit: Practical Techniques for Building a Knowledge Management System. London: Pearson Education. Tiwana, A., and Ramesh, B. 2001. A design knowledge management system to support collaborative information product evolution. Decision Support Systems, vol. 31, pp. 241-262. Available at http://mis.postech.ac.kr/class/MEIE580_DSS/paper/A%20design%20knowledge%20management%20system%20to%20support%20collaborative%20information%20product%20evolution.pdf Read More