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Knowledge management assignment help is a multi- disciplinary approach used in an organization for achieving its objectives by making best use of available knowledge. Knowledge management is the process of capturing, developing, sharing and using organizational knowledge in an effective manner. The Knowledge Management System (KMS) is a process of managing the information of assets in an organization in an effective manner. KMS is a framework of an integration of elements of an organization culture, information technology infrastructure and the store of individual and collective experiences, learning, values, etc. KMS is basically management and utilization of available resources with the purpose of making profits in competitive market. In banking organization, most of the useful and valuable information is obtained from the project files, documents and mail accounts. It is difficult to retrieve the information stored in human minds in order to apply for future practices. KMS is also beneficial for employees to use the practices of experts before they leave the organization.
services. A design would be proposed
Unlikelihood among the employees is increasing in banking organization because of the budget limits, reduction in salary and discharge cases. Employees are leaving their current organization for earning more benefits. This may lead to the knowledge at risk. Employees who are moving towards another organization for earning more benefits can use system as an effective tool for gathering information from experts. KMS works on portal, this means that the valuable information or knowledge or suggestions are stored for the retrieval only by the authentic employees of the organization. The portal makes available the information at anytime and anywhere but only to the authentic employees. These portals are designed in such a way that employees of a particular department have only the right to have access to it.
The current study would present a knowledge management system for a bank looking to start e-banking services. The study would be presenting the processes for the knowledge management as well as a design for the system
Today, the major issue that a banking organization faces is that how to provide an efficient banking services to its customers. It is noticed that customers often complains that they had to stand in a long queue even for a small work which results in valuable precious time of these customers are lost. As per the case study the bank is targeting its customers through e-banking services which would increase the customer satisfaction level. The bank is also aiming to set up a virtual bank. The bank is focusing on developing a system which captures all the standard operating procedure for the virtual banking and e-banking services.
Another problem which affects the efficiency of banking organization is the loss of their employees as they can join another organization more earning more benefits. The new employees can be trained for about organizational working procedure, etc but there is a need of system which carries all the details and information about the best practices to which employees may fall back on. It is essential that the knowledge about the best working practices is reserved in the system which helps in extenuating the effects of attrition.
Objectives of KMS
The KMS is used by the banking industries for achieving the following objectives:
- To achieve effective practices
- To build customer relationship management
- Improving network communications
- To develop portal based interface so that employees gets the information accessible and shareable to them (Garfield, 2014).
- To manage intellectual assets legally
- To enhance bank’s Webpage
- To develop the data capture system so that the data presented, retrieved and stored by each unit in repositories can be understood easily
- System should be customizable in order to make it compatible with the user
- Desired system must have authentication, upload, retrieve, search, mail and chatting features (Cham.et.al, 2016).
Categories of Knowledge
Table 1: Category of knowledge
Tacit knowledge is hard to communicate and deeply rooted in action, commitment and involvement. The knowledge in human mind which is gained from the observation and difficult to retrieve it. Socializing and training is used to transmit it (Handayan.et.al, 2015). It includes personal belief, values, and prospects.
Issues commonly faced by the customers in bank
This is articulated, codified and stored knowledge. Therefore, it is fairly easy to identify, store and retrieve and transmitted to other easily.
Database, memos, notes, documents, manuals, etc.
This type of knowledge is locked in processes, culture, routines or structures either formally such as through management initiative to formulize a certain beneficial routine or informally as the organization uses and applies the other two knowledge types.
Found in rules, processes, organization culture, ethics, codes of conduct, etc (Shaw and Liu, 2016).
Knowledge Management Process
Knowledge identification:The higher level of banking organization is enriched in knowledge but refusal of sharing their knowledge with the lower level of employees. This results in lack of expertise which acts as a barrier in an organization (Davison.et.al, 2013). Apart from this, Consulting a content expert who posses enough experience to gather information.
- Workshops and face to face meetings
- ICT system
- Documenting the information
Knowledge acquisition: Internet is a best source to retrieve the knowledge and information but rural area may not have connectivity and information about internet access. Due to this, much of the time is wasted in gathering the required information or the people may refuse to share the information. Following are the key techniques for knowledge acquisition:
- Interviewing experts
- Learning from others
- Analysis of work
- Brain storming and ad hoc sessions
Knowledge sharing: Knowledge sharing initiative may improve the collaborative tools or implement a new directory to share the knowledge. However most of the organizations protect themselves and their business secrets from being disclosed (Dehghani and Ramsin, 2015). Knowledge sharing can be done with the help of intranet, internet, GSM, mails, portals, video conferencing and search engines.
Knowledge uses and storage: To use the knowledge appropriately, proper motivation and awareness is required. Lack of interest and familiarity are the barriers in proper use of knowledge. One can find the knowledge from the specific one with the help of knowledge directory (Silwattananusarn and Tuamsuk, 2012). For the purpose of storing large values of information, bank uses number of SQL databases. Knowledge warehouses, repositories and databases.
Model for Knowledge Management System
There are different types of models and tools have been used for managing the knowledge and sharing with the workforce in digital manners. The organizations and individual can receive the tactical information from the experts and as well as by using the tools like interview and training in which they will gain the knowledge about the areas of interest. For the knowledge management for banking organization the management could use the portal approach for better efficiency which majorly based on the internet for access of information for decision making and planning of activities (Dalkir and Liebowitz, 2011). This kind of approach is also useful for sharing of information through SMS to the stakeholders. Moreover this process involves the transmission and interpretation of information according to receivers that can be personal computer or mobile. For banking organization the MySQL is been used for database that provides the access via serial port which is beneficial for mobile terminal and executing the command process to solve the query. In addition to this, the knowledge management system involves the creation of repositories to store and share information for managing the business operations of a banking organization.
The banking organization could use the different phases for knowledge management system according to proposed diagram (Holsapple, 2013). The major aim of use of the models is to increase the knowledge about the banking process and improve the efficiency of the resources to meet the objectives by gathering the data.
Technologies that used for Knowledge Management
For banking organization, knowledge about the current and future trends, policies of competitors and needs of the target and potential customers is important that will help to make the decision and plan the operations. Following are the key technologies that can be used for proper knowledge management and planning of system:
Knowledge repository: For managing the information and data the online database for storing, retrieve and categories the information a knowledge repository technology can be used. By using this technology the banking organization could be able to connect with different people and experts that will help to manage the latest information and discussion forums (Kebede, 2010). A knowledge repository provides the digital learning sources and like No SQL database. These database provides the large volume of structure and SQL based data which is easy to use as well not required the predefine schema.
GSM: Global System for Mobile communication (GSM) has been design and developed by the European Telecommunication Standard Institute (ETSI) which is an digital circuit switched network is defined by the full duplex voice telephones that can be changed according to needs and requirements. In the current scenario, circuit switches has been replaced by the packet data that is known as EDGE which is an extended version of GPRS. Following are the major usages of GSM and GPRS system:
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 (Rao, 2012).
- 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.
Knowledge management system
The knowledge management system has different functions and elements that help to maintain the flow of information that would be used according to requirements and helps for managing the information and data. According to block diagram of knowledge management system the banking organizations are offering the information through mobile applications. By using this function of mobile banking the users can upload and download the information according to needs and following transmit the request (Gu and Peng, 2010). In addition to this, the popular framework of LAN server for knowledge management the banking organization could connect the database with the Google and Angular JS that has been used for providing the single page web application with MVC capabilities. The key elements and function for the knowledge management systems are modem, server and MySQL that helps to perform the different functions like employee information, user specification and planning of operations according to gathered information.
The information captured in knowledge management system would be categorised and the users would be granted access rights as per the needs and requirement of the work profile. A user can access the KMS through his user id and password. The user management would be done by the KMS administrator. The information can be read online or could be downloaded. The role of managing information would be done by the KMS administrator as he would be responsible for adding and removing of information from the portal.
Advantages of Knowledge Management System to Banks
Knowledge management system is an important system for banking organizations to improve the understanding and sharing of information for innovation, reusing, collaborating and learning of new functions. Following are the key benefits of using the knowledge management system for banking organization:
Decision making:This is an important function of banking organization which defines the whole process for managing the resources and utilization. Using the knowledge management system the banking organizations are able to make the decision faster and more accurate manners.
Avoiding mistakes:The implementation of knowledge management system help to gain the better knowledge about the issues and barriers that affecting the work of organization (Kuo and Lee, 2011). Through using the existing expertises and detail information about the users and trends in banking the management could overcome the impact of mistakes and gain the competitive advantage.
Proper communication:This is being considered as key benefit for banking organization to offer the reliable and accurate information to users and employees that will be improved through RSS feeds, tagging and specialized search engines for sharing the information with proper analysis and consideration of requirements.
From the study, it is been considered that knowledge management system is essential for banking organization for analyzing the needs by having the information about the trends, customer perception and new technologies. Report has provided the information about the different models of knowledge management system for banking sector and collaboration of employees with each other. Moreover, report has provided the block diagram of knowledge management system and analyzes the advantages of proposed knowledge management system for banking organizations.
Books and journals
Dalkir, K. and Liebowitz, J., 2011. Knowledge management in theory and practice. MIT press.
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.
Garfield, M., 2014. Proposing a Knowledge Management System (KMS) Architecture to Promote Knowledge Sharing Among Employees. In Twenty Second European Conference on Information Systems (ECIS) Proceedings, Tel Aviv 2014 (pp. 1-13).
Cham, T.H., Lim, Y.M., Cheng, B.L. and Lee, T.H., 2016. Determinants of knowledge management systems success in the banking industry. VINE Journal of Information and Knowledge Management Systems, 46(1), pp.2-20.
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