FINAL EXAM CBKI4103 - Nurulhazira Jan 2021

2025-04-17

NURULHAZIRA BINTI RUSDI / 920811145564001 SEMESTER JANUARY 2021

CBKI4103 – KNOWLEDGE MANAGEMENT

PART A

QUESTION 1 (a)

There are differences between data, information, knowledge, and wisdom (DIKW). First, data is a set of information that we may obtain from surveys and experiments, mostly found in the form of facts or figures. It is also used as basis in making calculations, conclusions. Some examples of data are numbers, text, images, audio/sounds, in a form that is suitable to be stored in or processed by a computer. Besides that, it is also facts or figures received from doing a survey such as how many people in a household in a certain area in Hulu Langat, or depending on the temperature, how long it will take for an ice-cream to melt on a stove.

Next is information. It is a definite knowledge we obtained, acquired, or supplied about something or someone. It is a collected facts and data about a particular subject, and communication of said facts and knowledge. For an example, OUM portal supplies a list of subject for a student in a particular course; their subjects, tuition fees, recommendations and etc. Information is also a set of data that has been organized and presented in a systematic fashion to relay clarification to its underlying meaning.

Third is knowledge. It is a compilation or possession of all information, facts, data, truths, and principles we learned throughout. Knowledge is when you have clear understanding of the topic or the information provided, which could be in various areas such as how to cook a chicken with all the information and tools provided: chicken, oil, stove, and fire.

Lastly is wisdom. This is acquired throughout the time we are living in the world.

Knowledge and experiences needed to make good decisions and sensible judgment. Borrowing an example from knowledge, with the tools and ingredient provided on how to cook a chicken, wisdom will help you in determining the steps need to cook a chicken, wisdom will help in that to cook a chicken, you don’t necessarily need to use a stove. By using an air pressure cooker, an oven, or a microwave will achieve the same result, without you having to watch over it the entire cooking process.

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NURULHAZIRA BINTI RUSDI / 920811145564001 SEMESTER JANUARY 2021

CBKI4103 – KNOWLEDGE MANAGEMENT

PART A

QUESTION 1 (b)

From question 1(a), given the definitions of data, information, and knowledge, the key to understanding the relations between these there lies mostly at the source of data and information. The sources can be taken from activities and situations presented. Both activities and situations presented may generate information or provide meaning/result to someone. The result captured may either become a useful data, or vice versa.

Examples of activities where information can be generated and data collected may be in business activities, such as sales transactions or advertising a campaign. These activities may also be exchange of information to produce a result such as giving information – asking for latest product on sale and receive information such as which items are currently selling fast.

For situations, it is a context that affect decisions. A decline in manpower may affect the workforce thus resulting in a production that does not meet the sales target or increase in bonus to the customer service staffs has increased their motivation and willingness to stay overtime exponentially.

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PART A

QUESTION 2 (a)

Knowledge capture is the processes involved in the retrieval or tacit knowledge that resides within people, artefacts organizational entities. There are several steps involved in capturing knowledge: –

STEP 1 – Use the appropriate tools to elicit information from experts

i. Identify the customer/individual for the knowledge – Who will use the knowledge, what needs will it fulfill and how to access it?

ii. Identify the place to acquire this information – Find the users or practitioners of the said information needed and to ensure they can validate the information or knowledge they imparted.

iii. Get a clear understanding of what the knowledge capture is about – We need to know the boundaries so we can narrow and target the information that we exactly need, without the white noises and unnecessary time spent to filter unwanted information.

iv. Meet up or approach the individuals, teams, group of experts of said relevant information needed – Conduct interviews or formal meetings designs to capture the lessons learned, past research or case studies/projects etc.

v. Using Knowledge Harvesting tool – by using this tool to capture the experts’ knowledge, we may make the information acquired available to others. This tool converts expertise into knowledge assets. An organization may be protected from expensive personal defections and losses, and from the unavailability of expertise of where and when they are needed. Besides that, a Retention Interview may be used along wit this tool to identify crucial knowledge and to discover and capture the stories of the experts.

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STEP 2 – Interpret the information gathered and infer the experts’ underlying knowledge and reasoning process

STEP 3 – Use the interpretation to build the rules that represents the experts’ thought processed or solutions in a computer system

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PART A

QUESTION 2 (b)

There are some suggestions on how to improve knowledge capture process. First.

Knowledge developers must focus on how experts approach a problem. They must be able to look beyond the facts or heuristics used by the experts in solving the problem. You need to realized that you will never be finished as this is not a one-time affair. If you are not really sure on how to interpret the information given, the simplest way to solve it is just to ask other’s opinions.

Second, have an understanding that true expertise takes the form of chunked knowledge.

We need to have a good interviewing skill and we should encourage people to elaborate their points, rather than a simple ‘yes’ or ‘no’ questions. Good interview means a good two-way communication, and an interviewer should take note on the verbal cues, establish good rapport, and check if there’s any missed-out questions that still need to be asked. We need to hire the best people and encourage them to talk.

Third, create a space for sharing knowledge. Once you know how knowledge is transferred in your organization, you will need to bring these channels together in your organization. Such as through emails, intranets, company portal/blogs and social networks. With this space, exchange of information and knowledge can happen and although a person may not be an expert, they can provide some input based on their experiences.

Lastly, due to the current pandemic outbreak, communication via online has become more important than ever. A good internet network and communication software such as ZOOM, Team Meetings, SKYPE and etc are a good knowledge capture as not only we can share images and audios, but we may also share relevant documents to another party.

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PART B

QUESTION 1

ADVANTAGES

In my opinion, adopting the Knowledge Management into the organization is a good decision. First, it helps in improving the organization agility. By agility, it could mean how fast organization may respond to threats or other external factors such as consumer complaints, competitions, and media coverages. Furthermore, it contributes to better and faster decision making to counter threats, thus quicker problem-solving.

Second, it may support employee growth and development by sharing of specialist expertise and cross-training. A good knowledge management not only capture information, it also provide opportunities for other employee within the company to utilize relevant information for their day to day operations. Employees may also consider applying for a cross-training to improve their own skills.

Lastly, better communication. Better communication between experts’, employee and management may improve business process as it is more transparent and more adaptive. With a good knowledge management platform, not only internal communication is improved, external communication to potential clients and consumers improves as well as the communication is 2 ways, and information is easily provided to have better clarity on the company’s products, objectives, and goals.

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FACTORS THAT IMPEDE KM INTO AN ORGANIZATION

There are some challenges that reduce the success chances of implementing knowledge management into an organization. Firstly, peoples’ resistant to changes. As the time goes on, a company may or may not adapt into the new organizational flow, and they have their own ways of finding sharing information, and most will be reluctant to accept new implementation due to fear of not being able to adapt to new systems. If they are resistant to changes, motivating them to share, reuse and apply knowledge consistently will be a challenge as well.

Secondly, making information and resources easier to find. Although the world is not at out fingertips, some data and information may not be easily accessible and an extensive survey, interviews will need to be conducted, which leads to more time consumption.

Last but not least, integrating the new knowledge management into the current processes and information systems. This could take days, weeks and even months of trial and error, as various aspects need to be considered such as time needed to understand how the new system can be applied or merged with the current system, compilation of data that may or may not be suitable to be merged with and aligning with the overall goals and business strategy.

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PART B