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BSB51918 Diploma of Leadership and Management

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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  
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Date Due  
Please read and sign this assessment coversheet and submit it together with your assessment to your Assessor by the due date.
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Task 2 Project    
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Student Declaration:  I declare that I have been assessed in this unit, and I have been advised of my result.  I am also aware of my appeal rights. Assessor Declaration:  I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback
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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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