Delivery in day(s): 4
Knowledge Management System Assignment
Knowledge management system (KMS) is related to managing the information of assets in an organization in a systematic manner so that integrated information is available to right person with minimum response time to use in the tactical decisions and planning in workplace. Organization need to facilitate the employees to have access on information related to their skills and commands on applications so that they can enhance the capabilities. In other words, KMS is the management and utilization of knowledge in an organization for the purpose to get profit in competitive market. In banking organizations, KMS is effective for employees to use the practices of experts before they leave the organization. Most of the useful knowledge is contained in the documents, project files and mail accounts. Also the information in human minds is difficult to retrieve in order to apply for further practices. Improbabilities are increasing in employees due to the reduction in salary, budget limits and discharge cases. They are leaving the current places to earn more benefits and knowledge will be at risk. The system can be used as effective tool to gather the knowledge from experts those are moving to other organizations. KMS works on the portal where best practices and suggestions are stored for the retrieval by authentic employees of organization and available every time and everywhere in the world. Portal is designed in such a manner that only the employees of the particular department have access to it.
The current project focuses on presenting the design of the KMS system which would help in improving the situation by using the knowledge management principles, practices and tools. The KMS presented in the study is an enterprise wide knowledge management system which would help the bank in managing the knowledge as an asset which could be used for promoting e-banking operations in different branches as well as setting up new branches. The enterprise wide knowledge management system is chosen as it will allow the access of the system from any branch. Thus all the employees can use the KMS and can work in collaborative manner.
The major issue which the National Bank of Elbonia is facing is that of providing efficient customer services to the customers through e-Banking operation. Often the customer complaints that he has to stand long in the queues as a result of which the precious time of the consumer is lost. There are times when the server of the bank is down due to maintenance or due to some problems which effects the services of the banks like cashing of the cheques etc.
So as to ease the users, the bank has planned to use e-Banking operation. The bank is focusing on developing a virtual bank which would lead to structural and organizational changes. The bank is aiming to develop a knowledge management system which has a central repository which would have details about the e-banking operations. Frequently asked queries by the consumer, complaints raised by the consumers, processes in setting up a new branches etc. The KMS would help in training the new employees about the organisational procedures, working procedures etc. However there needs to be a system which has all the details about the best practices to which the employees may fall back on. It is important that the knowledge about the best working practices is retained in a system. This also helps in mitigating the effects of attrition.
Objectives of KMS
The KMS would have following objective in bank:
1. To data would be captured a way in which data is presented, retrieved and stored by each unit in repositories can be understood.
2. To develop the portal based interface so that the employees get the information accessible and sharable to them.
3. To develop a systematic approach to reward and monitor the employees those are agree to share their knowledge with others.
4. The desired system is expected to have authentication, retrieve, upload, search, discussion, mail and chatting features.
5. The system should be capable to response the original requestor.
6. System should be customizable in order to make it compatible with user (Holsapple, 2013).
Categories of knowledge
The knowledge in human mind which is gained from the observations and interview is difficult to retrieve. Training and socializing can be used to transmit it. This knowledge includes the personal beliefs, values and prospects.
Common issues faced by the customers in banks
This is articulated, codified and stored knowledge which can be transmitted to others in easily.
Book knowledge, pictures and manuals, numbers and formulas etc.
The source of the implicit knowledge is environment and requires less effort to learn. But attention is required to get the knowledge properly.
Learning changes in geographical places when going from one place to other but it requires a little attention to observe the changes. For e.g. local language and terms
Knowledge Management Processes
Process and barriers
Knowledge management techniques
Knowledge identification: The higher level of organization is enriched in knowledge but refuse to share their knowledge with lower employees. As a result the lack of expertise is a barrier in an organization
Consulting a content expert who has enough experience to gather information.
Workshops and face to face meetings
Information coordinators: To document the information and ICT system
Knowledge acquisition:Internet can be used to retrieve the information and knowledge but rural areas may not have connectivity and knowledge of internet access. Much of time may be wasted to gather the required knowledge or peoples may unwilling to share it.
Analysis of work
Brain storming and ad hoc sessions
Learning from others
Knowledge sharing: knowledge sharing initiatives may improve collaborative tools or implement a new directory to share the knowledge. However the most of organizations are protecting themselves and their business secrets from being disclose.
This can be done with the help of internet, intranet, GSM, portals, mails, messaging, video conferences and search engines (Dalkir and Liebowitz, 2011).
Knowledge storage:To store the large values of information, bank uses the no SQL database rather than SQL database.
Repositories, knowledge warehouses and databases etc.
Knowledge use: Proper motivation and awareness is required to use the knowledge. Lack of interest and familiarity are barrier in use.
With a knowledge directory, one can find the knowledge from specific one.
Model for Knowledge Management System
The study describes the transformation of information from tactical from to explicit knowledge so that it can be shared easily among workforce in digital manner. Tactical information is received from the minds of experts by using various tools like interviews and teachings. Study has used the portal approach for efficiency but it required the internet or network to access the information in consistent form and available at every branch of the bank.
It also involves the process of transmission and interpretation of information in SMS at receiver and sender side to accomplish the request. Sender and receiver device may be a personal computer or a mobile. MangoDB as database service is connected to provide the access via serial port. Once the query is received at mobile terminal, AT command processor execute the query and return the data from database (Kebede, 2010). The study also involves the creation of repositories to store and share information. The flow of knowledge in the system has been shown below
Above diagram described how various phases of the knowledge management system work with each other to deliver the information in real time and in consistent form. The scope of the study is to enhance the knowledge bank in an organization so that efforts on the same practices can be reduced and new resources can be beneficiate with the available knowledge which is gathered from experts and experience.
Technologies used in Knowledge Management
Portal (Front End)
In today’s context where machines are managing the data, organizations are using computer-based systems to manage the information from various sources in organization. Portals are effective solutions to have access on large amount of data in databases management. Easy interface and customization of portals is helpful to meet the need of each unit in organization. Both the organization and user can control the view and information related to portals.
Portals use the explicit to explicit knowledge conversion and support the data from different sources in an organization. Portals support the distribution of knowledge, storage and collaboration with others (Rao, 2012). As a result, user gets the current and relevant information in minimum time and uses it to take decisions.
Knowledge Repository (Back End)
A knowledge repository is an online databases to store, retrieve and categories the knowledge. It helps organization to connect with different people and experts in order to provide the searchable library and discussion forums. They provide the central location to collect and contribute in the digital learning resources. MangoDB is used as the No SQL database which provides the large volume of structures, semi structures and SQL based data. It is easy to use and data can be used without a predefined schema (García.et.al.2011).
European Telecommunications Standards Institute (ETSI) has developed GSM (Global System for Mobile Communications) as a set of standards to define the protocol for second generation cellular mobiles. The digital circuit switched network is defined by GSM to offer full duplex voice telephones and changes are made with time to deliver the best experience in data communications. Traditional circuit switches are being replaced with packet data. EDGE (Enhanced Data rates for GSM Evolution or EGPRS) is an extended version of GPRS.
MS stands for mobile station and BSS for basic service set. Both communicate over the link of air and radio signals. Different areas of GSM network are:
Cell:one BTS covers one cell. Each cell is given a Cell Global Identity (CGI) which is a number unique to identify the location of the device in network.
Location Area:Group of cells is treated as location area and also known as cluster of cells. All the cells are under the service of a single BS.
Identity (LAI).Each location area is covered by one or more BSS to ensure the service at edges.
MSC/VLR Service Area:It is covered by one MSC.
PLMN:The area covered by one network operator is called PLMN. There may be more than one MSC in one PLMN (Gu and Peng, 2010).
Knowledge Management System
Accessing and Storing information
Every employee of the bank would be provided with a login through which the employee can access the portal. The employee can connect to the portal through an intranet or internet connection. All the information regarding the banking operations are stored in the database and can be accessed by the users. A user can read the information on the portal or could also download the information.
For adding new information to the portal, a user can fill up the information and it would be saved in the database, however it will not be displayed on the portal till the administrator of the KMS verifies the information and approves it. Once the information has been approved by the administrator, it would be visible to other users also. The administration of the users and setting up of passwords would be managed by the administrator of the KMS.
The information stored on the KMS system could be reviewed by the system administrator for its usefulness. Any information which the administrator wants to restrict the access can be done by defining the access rights at the user level.
Advantages of KMS to Bank
The knowledge management system will allow the employees to improve their skills and will help them in getting the desired information related to their work as well as share their learning. The KMS allows building the knowledge and intellectual capital as an asset information. Using the KMS, the employees work in a smarter way and can follow borderless cooperation. The system helps in stopping the loss of knowledge due to the employee attrition. This contributes to the organizational efficiency and helps in reducing the training costs also.
Working in a corporate bank becomes simple when employees start to share their knowledge with each other in and out of organization. Once work and practices may be used by others in order to reduce the same effort to find the solution on a problem. For that, it is required that employees should collaborate with each other. Knowledge management is required in bank to generate the competition among employees towards the creation of well culture and learning resources. Knowledge management is a tool to gather the practices and knowledge at a central storage so that sharing and retrieval of the information become easy and effective. This is helpful to deliver the high productivity and the knowledge in organization.
Books and Journals
Dalkir, K. and Liebowitz, J., 2011. Knowledge management in theory and practice. MIT press.
García, J., Amescua, A., Sánchez, M.I. and Bermón, L., 2011. Design guidelines for software processes knowledge repository development Information and Software Technology, 53(8), pp.834-850.
Gu, G. and Peng, G., 2010, December. The survey of GSM wireless communication system. In Computer and Information Application (ICCIA), 2010 International Conference on (pp. 121-124). IEEE.
Holsapple, C. ed., 2013. Handbook on knowledge management 1: Knowledge matters (Vol. 1). Springer Science & Business Media.
Kebede, G., 2010. Knowledge management: An information science perspective. International Journal of Information Management, 30(5), pp.416-424.
Kuo, R.Z. and Lee, G.G., 2011. Knowledge management system adoption: exploring the effects of empowering leadership, task-technology fit and compatibility. Behaviour & Information Technology, 30(1), pp.113-129.
Rao, M., 2012. Knowledge management tools and techniques. Routledge.