Manage Information/Knowledge

management system

BSBINM501A part5Trainer: Kevin Chiang

Learning Outcomes

Actively seek feedbackReview the contribution of

information to decision making and implement appropriate modifications to collection processes

Identify and document future information needs and incorporate in modifications to collection processes

Actively seeking feedback

Internal Feedback – from your colleagues Feedback about the amount and quality of information

gathered is very important to improve the collection process and help management make accurate decisions.

Valuable time can be wasted if the information:Does not match what was asked forContains irrelevant contentsNot sufficiently detailedDifficult to understand, inaccurate or out of dateDoes not support with appropriate examples

Actively seeking feedback cont.

Feedback from customers Organizations need information from their

customers about:How they are performingThe quality of the goods and services they offerHow they can improve

Feedback from unsold or returned goods: Customers return goods when they are not satisfied with the

quality or performance. By keep a record of the complaints and returned goods, an organization can identify where it needs to improve.

Actively seeking feedback cont.

Feedback from quality assurance data

Feedback from audit documentation and reports

Actively seeking feedback cont.

Reviewing procedures Reviewing the quality of

informationReviewing the collecting processReviewing information needsReviewing how information is used,

organized and presented Reviewing how information is

maintained, updated and stored

Reviewing information

Identifying future needs

Example: An organization once relied on personal

contact with its customers but now distributes feedback form through the post

A bookshop now sell books over the internet and keeps records of all customers’ credit details

Due to increased competition, an organization needs more regular information from customers about their needs and expectation.

Conducting an information needs analysis will provide you with a framework with which you can proactively plan for the future.

A needs analysis really asks two main questions:What information do we have now?What information do we want to have?

Conduct an information needs analysis

The results of an information needs analysis and review are recorded and used to make decisions.

One useful method of recording this information is to create a template, or standard form.

Documenting future needs

Simon’s office has received a new document shredder. He notices that few people use it properly and are at risk of suffering injury. Some male employees have complained that their ties have been caught in the shredder. Simon is concerned and decided to do something about it. What information could Simon provide to reduce the risk

of injury from the shredder? Where might Simon find the information to help him?How can he ensure the information provided is accurate

and reliable? What would be the best way to present this information?

Conduct an information analysis

Questions?