BSB51918 Diploma of Leadership and Management

Assessment Submission Sheet
Course	BSB51918 Diploma of Leadership and Management
Unit Code	BSBINM501
Unit Name	Manage an information or knowledge management system
Assessor Name
Student Name
Student ID
Date Due
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Assessor’s Final Comments

Task 1

Assessment Instructions

This
is an individual assessment. You must answer all of the questions below, and
include examples where appropriate. Please ensure that you have answered each
question with an appropriate level of detail. If you need help understanding
any questions, ask your assessor to explain.

To be deemed
competent you will need to successfully demonstrate the following:

• You must complete and successfully answer all questions.

Question 1

Explain
how you might identify the learning needs of others to ensure efficient and
defective use of an organisation’s knowledge management system.

Question 2

Explain
three state or federal legislative requirements that need to be considered when
securing human, financial and physical resources for management system learning
activities, and provide examples of each.

Question 3

Describe
when organisational implications of new legislative requirements may fail the
objectives required to undertake a management system learning activity.

Question 4

When
organising or facilitating learning activities, why is it paramount that
information is shared using the appropriate method of training?

Question 5

Describe how the support and promotion of an
organisation’s management system learning activities can have a positive impact
on customer service expectations.

Question 6

What are the main objectives behind
implementing and monitoring effective document management system learning
activity outcomes?

Question 7

Describe
when an organisation might review its training activities to meet new business
demands or priorities.

Question 8

Explain
why an information or knowledge management system needs to be monitored for
compliance. List three laws relevant to the privacy and freedom of information
when using an organisational system.

Question 9

Explain
the importance of aligning and integrating existing data into organisational
information systems, and provide one solution for dealing with integration
issues.

Question 10

When
mentoring or providing information sessions or workshops on management systems,
why it is essential to collate information on an individual’s achievements and
performance?

Question 11

What
recommendations might an organisation elicit from work colleagues in order to
improve their work group behaviours and performance output?

Question 12

Explain
a contingency that may arise within an organisation’s management system. How
will the organisation monitor and address performance issues that have occurred
as a result?

Question 13

Explain
when an organisation may analyse the effectiveness and limitations of its
management system and when it may seek technical advice. Describe two
components of the AAR.

Question 14

Why
is it essential that an organisation refer to its organisational policies and
procedure development when reviewing its business and operational plans?

Question 15

Describe
a legislation change and its implication on organisational operations. How
might the organisation ensure that its management system is dealing with this
new change and its intended outcome?

Question 16

Read the case study
then complete the three tasks that follow.

A
US importer is a major supplier to several organisations. As part of their
performance review they send out a survey to all their customers in an effort to
highlight any problems they may experiencing. It is only after their customer
survey feedback is analysed that the organisation is even aware they have a
problem in their communication system (specifically, their telephone service).

Management
had assumed communication was sufficient and the information provided to its
clients was satisfactory. In reality, their customers feel frustrated when
trying to get through as they are constantly being put on hold and then still
have to go through the main switchboard before being connected to the area they
need to liaise with.

1. Suggest three ways that the company could
   manage the problem with its telephone system.
2. List three ways you would assess the learning
   needs of the personnel who answer the phone.

Question 17

Consider
an incident that has occurred, or may occur, in an organisation where
information from the KMS could not be retrieved for some reason. This may be a
customer inquiry, legal request, managerial request or personal reason. Using
this incident report template, record the incident, actions and recommendations
you would make.

Date	Incident	Consequence	Reported by
Action taken	Date modified
Modified by	Job title	Signed

Task 2

Assessment Instructions

This
is an individual assessment. You are required to demonstrate your skills and
knowledge by completing a scenario-based project. Please ensure that you have
answered each question with an appropriate level of detail. If you need help
understanding any questions, ask your assessor to explain.

Scenario-
BizOps Enterprises

BizOps
Enterprises is a national retail business specialising in a range of exclusive
products.

BizOps
has over 150 retails, online and phone order outlets across Australia, and over
1300 full-time, part-time, casual and contractual members of staff.

BizOps
is committed to:

• providing high quality and innovative products
  and services to customers
• meeting the changing needs of customers
• offering innovative product solutions
• delivering speedy and personalised service
• employing professional and enthusiastic staff
• providing clean and ‘green’ products and
  services
• adopting sustainable work practices
• undertaking continuous improvement
  processes. 

BizOps
is known for its enthusiastic and inclusive culture. BizOps seeks to maintain
professional and well-supported staff.

You
receive an email from Chang Lin, Manager: Business Operations

Subject: Information
management key issues and recommendations

Hello,

You
have been the director of manufacturing for BizOps Enterprises for almost five
years now, and during this time you have relied on the BizOps database for key
decisions.

Unfortunately,
there has been a marked increase in the manufacturing defect rate of several of
BizOps’s signature products.  Due to this,
a multi-million dollar sale to one of our most important   customers is in jeopardy.

With
the increase in new technology, the move to web-based reports has become
inevitable.  

I
need you to write a report for the planning committee that addresses current information
management key issues and provides recommendations on how to better manage the
BizOps information management system (IMS).

To
assist you, please refer to the Current information management issues and the General
purchase   information management system
guidelines, both provided below.

Regards,

Chang
Lin

Manager:
Business Operations

Current information
management issues

1. Too many disparate information management systems
2. Sharing of passwords and access into BizOps networks without permission
3. Issues related to employee privacy, security of company records
4. No integration or coordination between information systems
5. A range of legacy systems are in need of either an upgrade or replacement
6. No clear strategic direction for the overall technology environment
7. Limited   and patchy adoption of existing information systems by staff
8. Poor quality of information, including lack of consistency, duplication, and out-of-date information
9. No recognition and support of information management by senior management
10. No resources for deploying, managing or improving information systems
11. Lack of enterprise-wide definitions for information types and values
12. A large number of diverse business needs and issues to be addressed
13. Lack of clarity around broader organisational strategies and directions
14. Difficulties in changing staff working practices and processes
15. Limited learning opportunities
16. No contingencies for system failure
17. Internal politics impacting the ability to coordinate activities enterprise-wide

General purchase
information management system guidelines

The
general purchase information management system (IMS) gathers information on:

• purchase conditions
• the best supplier
• the possible cuts in purchase costs
• storage costs
• handling cost cuts
• the optimum order quality
• delivery terms and conditions
• training requirements for purchasing staff
• the purchase risk level.

The
IMS also aims to provide market research information and field data based on an
appropriate   sample.

Procedures

Read the information you have been given. Present your findings in
a word-processed report, 

Include responses to the following tasks in your report.

1. Organise learning to use the
   information or knowledge management system:
2. Identify the learning needs of
   relevant BizOps personnel, and planned learning activities to enable them to
   use an information or knowledge management system.
3. Identify the secure human, financial
   and physical resources required for learning activities to use an information
   or knowledge management system, and how you would provide them.
4. Explain how you will organise and
   facilitate these learning activities.
5. Describe how you will monitor and
   document the effectiveness of the chosen learning activities.
6. Explain how you will monitor the
   progress of planned activities and schedules.

• Manage the use of the information
  or knowledge management system:
• Describe how you will ensure
  implementation of policies and procedures for the information or knowledge management
  system are monitored for compliance, effectiveness and efficiency.
• Discuss how you will use correct
  application of policies and procedures for the information or knowledge
  management system.
• Explain how you plan to address
  implementation issues and problems as they arise.
• Describe how you will adhere to
  commercial confidentiality.
• Explain how you will monitor
  integration and alignment with data and information systems and ensure
  effectiveness of appropriate policies and procedures.
• Describe how you will collect
  information on achievement of performance measures.
• Describe how you will ensure the
  correct management of organisational records.
• Describe how you plan to manage
  contingencies, such as system failure or technical difficulties, by accessing
  technical specialist help when required.
• Discuss the implemented
  strategies you will deploy for a diverse range of colleagues and clients in
  order to build rapport and foster strong relationships.

• Review the use of the information
  or knowledge management system:
  • Explain how you will analyse
    effectiveness of the management system and report on strengths and limitations of
    the current BizOps system.
  • How effective are the current
    General purchase information management system guidelines?
  • Describe your research method and
    how you critically analysed documentation from a variety of sources to
    determine requirements.
  • Explain the business and
    operational plan review process and how you determine its effectiveness. 
  • Provide your proposed knowledge
    management system outcomes.
  • Describe the importance of taking
    full responsibility for following policies, procedures and legislative   requirements.
  • Explain how you will encourage
    the BizOps team to take responsibility for planning and sequencing complex
    tasks and workload.
  • List the recommendations you will
    make for improvement to the current BizOps management system, policy or work
    practices as appropriate.

To be deemed
competent you will need to successfully demonstrate the following:

You must submit:

• a written report Including all responses

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