Module 7
Term and Year Term 4 2018
Qualification : BSB50215 Diploma of Business
Unit Code: BSBINM501
Unit Title: Manage an information or knowledge management system
Assessment Task 1: Short questions
Task 2: Demonstration/ observation of case study analysis, presentation and report
Student Name: Student Name:
Student ID No: Student ID No:
Assessor’s Name: Andrey Loburets
Student Declaration: I declare that this work has been completed by me honestly and with integrity. I understand that the Elite Education Vocation Institute’s Student Assessment, Reassessment and Repeating Units of Competency Guidelines apply to these assessment tasks.
Student Name: Student Name:
Student Signature:
Students DIGITAL Signature:
Date: Date
Assessment submission (new) requirements
Please save this file as PDF format (include your name to the filename) before uploading onto Moodle.
Assessment deadlines penalty
It is expected that unless a simple extension, special consideration or disability services adjustment has been granted, candidates will submit all assessments for a unit of study on the specified due date. If the assessment is completed or submitted within the period of extension, no academic penalty will be applied to that piece of assessment.
If an extension is either not sought, not granted or is granted but work is submitted after the extended due date, the late submission of assessment will result in a late penalty fee. For further information, please refer to the Assessment Policy.
Assessment/evidence gathering conditions
Each assessment component is recorded as either Satisfactory (S) or Not Yet Satisfactory (NYS). A student can only achieve competence when all assessment components listed under procedures and specifications of the assessment section are Satisfactory. Your trainer will give you feedback after the completion of each assessment. A student who is assessed as NYS is eligible for re-assessment. Should the student fail to submit the assessment, a result outcome of Did Not Submit (DNS) will be recorded.
Principles of Assessment
Based on Clauses 1.8 – 1.12 from the Australian Standards Quality Assurance’s (ASQA) Standards for Registered Training Organizations (RTO) 2015, the learner would be assessed based on the following principles:
Fairness - (1) the individual learner’s needs are considered in the assessment process, (2) where appropriate, reasonable adjustments are applied by the RTO to take into account the individual leaner’s needs and, (3) the RTO informs the leaner about the assessment process, and provides the learner with the opportunity to challenge the result of the assessment and be reassessed if necessary.
Flexibility – assessment is flexible to the individual learner by; (1) reflecting the learner’s needs, (2) assessing competencies held by the learner no matter how or where they have been acquired and, (3) the unit of competency and associated assessment requirements, and the individual.
Validity – (1) requires that assessment against the unit/s of competency and the associated assessment requirements covers the broad range of skills and knowledge, (2) assessment of knowledge and skills is integrated with their practical application, (3) assessment to be based on evidence that demonstrates that a learner could demonstrate these skills and knowledge in other similar situations and, (4) judgement of competence is based on evidence of learner performance that is aligned to the unit/s of competency and associated assessment requirements.
Reliability – evidence presented for assessment is consistently interpreted and assessment results are comparable irrespective of the assessor conducting the assessment
Rules of Evidence
Validity – the assessor is assured that the learner has the skills, knowledge and attributes, as described in the module of unit of competency and associated assessment requirements.
Sufficiency – the assessor is assured that the quality, quantity and relevance of the assessment evidence enables a judgement to be made of a learner’s competency.
Authenticity – the assessor is assured that the evidence presented for assessment is the learner’s own work. This would mean that any form of plagiarism or copying of other’s work may not be permitted and would be deemed strictly as a ‘Not Yet Competent’ grading.
Currency – the assessor is assured that the assessment evidence demonstrates current competency. This requires the assessment evidence to be from the present or the very recent past.
Resources required for this Assessment
• All documents must be created using Microsoft Office suites i.e., MS Word, Excel, PowerPoint
• Upon completion, submit the assessment via the student learning management system to your trainer along with the completed assessment coversheet.
• Refer the notes on eLearning to answer the tasks
• Any additional material will be provided by Trainer
Instructions for Students
Please read the following instructions carefully
• This assessment is to be completed according to the instructions given by your assessor.
• Students are allowed to take this assessment home.
• Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided with feedback on your work within 2 weeks of the assessment due date.
• Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency.
• If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
• Please refer to the College re-assessment and re-enrolment policy for more information.
Procedures and Specifications of the Assessment
Task 1
The learner is expected to research and provide understanding in the areas:
• Knowledge management systems
• What are the various types of training to support the transfer of knowledge
• Strategies to resolve issues in knowledge management
• Provide an analysis in determining a knowledge management system’s strengths and weaknesses
• Addressing challenges when implementing the upgrade to this system
Task 2
The learner is then required to read the short case study on the company Victory Sports, they are a global company specialising in selling sporting equipment. Victory sports sells sporting apparel to a number of retail sports stores. You need to read through the case study which has been provided and answer the following:
1. The learner would have to provide a 10-minute presentation based on the findings discovered in the areas such as:
• Describe the information or knowledge management systems that may exist at the following locations, i.e. Victory Sports store, the warehouse and Victory Sports head office
• Conducting a review of the warehouse system at Victory Sports
• Resolving these challenges
• Addressing how is the knowledge management system would monitor for compliance, effectiveness and efficiency within the organization
• Discussing what legislative requirements that may apply to the systems at each Victory Sports location
• Describing the compliance of the knowledge management system with organizational policies and procedures
• Identify the contingency plan which the organization has put in place in case of system failure.
• Identify possible improvements that could be made to the system.
2. Develop a report for Victory Sports to submit for approval of an employee’s training. The report should include:
• a summary of the skills and knowledge he may require
• suggested methods for this training
• resources required for the training
• How success will be measured
• How will the manager now monitor the progress of the training plan he has developed for employee?
• How will the progress of the training plan be monitored?
• Discuss how the training will the training be reviewed and changed to meet new demands and priorities brought about from the training?
•
Task 1
• Knowledge Management systems – This is a system which refers to or uses and Information Technology system to store and retrieve knowledge and information. The KMS (Knowledge Management System) improves collaborations, locates knowledge sources, mines repositories for hidden knowledge, captures and uses knowledge and enhances knowledge management processes. Commonly knowledge management systems are used in business administration as the information which is collected is essential to the business and must be stored in a location which is easily accessible. The following activity has been designed for all learners to complete.
a. When researching a knowledge management system for your company why should you first consult with stakeholders about the type of knowledge management system to use?
• What is the main purpose of the KMS for the organisation
• Who will need access to the KMS
• Find out who are your stakeholders in general
• Find out what type of KMS best suits the organisations
b. Give examples of how you might collect information from internal and external stakeholders • Staff feedback forms
• Customer feedback forms
• Discussions/Brainstorming
• Interviews /surveys
2. Consider a system which provides information to external stakeholders; for example, allowing suppliers to provide quote information or customers to make purchases (You can use the Xerox system to complete the table.)
a. Objectives of the system • To capture and keep knowledge/information
• To improve the access to knowledge and information of an organization
• To enhance the knowledge and information environment in the organization
• To manage knowledge(information) as an asset

b. Training Strategy
(Student’s answers could be any of 2 types of methods) What methods of training will be used to train the stakeholders? Who will develop the training materials? What resources are required? How would you conduct follow up training?
Face to face training Will they be developed internally or externally Budget
This can be done online through skype or over through a webinar
Webinar training
Internally if the system is an internal system
Externally if the system is external, then training will be completed by the organization who supplied the knowledge management system Technological
Computer
Projector
Telecom
Phone Web conference
Phone conversation
Role Play
Internally if the system is an internal system
Externally if the system is external, then training will be completed by the organization who supplied the knowledge Human resources
Technology Web conference
Phone conversation

Peer training
Training will be conducted by a colleague who can competently use the system Human Resource
Technologic Face to face meeting
Demonstration from the learner to the trainer
c. How would you determine if training has been successful? • Knowledge base test at the end of the training
• If the participants have a sound knowledge of the system
• If the participants can demonstrate practical skills when using the system
d. How would you promote the system to external users? • Advise the Knowledge management system on company website
• Advertise training and system availability through company newsletter
• Word of mouth
e. What strategies would you use to protect the system making sure external users would not make any changes to the system? • Limit who has administrative access to the system
• Use a firewall as a means of restricting the amount of access external users have
• Connect the knowledge management to a private network or access through VPNs
3. Suggest strategies for resolving the following information management system problems:
Problem Strategy for resolving problem
a. In the knowledge management system, you want to summarise your sales information by customer type. There is no report in the KMS which allows you to do this? • Is there restricted information access, if so this restriction needs to be lifted to allow for all forms of reports to be pulled
• Checked to make sure that the information you require aligns with the access given to the user
b. You are constantly losing data, due to your computer constantly crashing? • Run an automatic system back up so information is being backed up regularly.
• Conduct extra investigation
c. A supplier has received information/data about one of your customers in error? • Limit who has access to the Knowledge Management system.
• Ensure private and confidential information is covered by the privacy ACT
d. Customers are complaining about shipping delays and back orders? • Ensure correct information is being stored in the KMS
• Notify customers of delays as soon as the warehouse is notified
4. Using the web link provide watch the video on the information/knowledge management system. Describe the strengths and weaknesses of that system.
Strengths of the Xerox Knowledge Management System Weaknesses of the Xerox Knowledge Management System
1.Improves the way information is shared, can share information across the globe 1. Higher online interaction means less dealing with a “real person” for customers
2.Capture manage and share knowledge from every technical issue and use that knowledge to enhance the customer experience 2. Being completely online through the KMS how does Xerox deal with customers’ needs when the system crashes if there is no back up.
3.Integrate technology to deliver knowledge in the customer’s channel of choice, when and how they need it 3. Risk of private information being exposed to people who should not have access
https://atyourservice.blogs.xerox.com/2016/05/31/xeroxs-knowledge-management-platform/
https://www.marketing91.com/swot-analysis-xerox/
Task 2
1. The below is a short case study on the company Victory Sports, they are a global company specializing in selling sporting equipment. Victory sports sells sporting apparel to a number of retail sports stores. You need to read through the case study which has been provided and answer the questions.
Demonstration/ observation checklist
Candidate’s name Candidate’s name
Assessor’s name Dr Eugene Lim/ Andrey Loburets
Work activity Presentation
Date DATE
Case study
Victory Sports is a large sporting manufacturer who sells a range of sporting equipment and products to a range of retail stores throughout British Columbia, Ontario and Quebec. Victory sports head office produces most marketing material but allows the stores to conduct their own direct marketing activities to their own customers.
Stock for the companies are ordered each week, on occasion the store manager places an order to the warehouse for additional stock. The manager also provides a report to head office regarding the hours each employee has worked, so head office can process their pay.
As a knowledge management consultant, you are to prepare a 10-minute PowerPoint presentation (paste PPT slides in the empty cells below as seen in the sample below; you may need to resize your PPT image to fit within the space provided) based on an existing knowledge management system that you are familiar with senior management (your trainer would assume this role) for the company on a knowledge management plan proposal covering the following:.
a. Describe the information or knowledge management systems that may exist at the following locations, i.e. Victory Sports store, the warehouse and Victory Sports head office
b. Imagine you are conducting a review of the warehouse system at Victory Sports, how might you measure the effectiveness of this review?
• What impact does the Knowledge Management system have on the business?
• What is the quality of the information being stored in the Knowledge management system?
• Can information easily be retrieved from the Knowledge management system?
c. What challenges might you expect when implementing the upgrade to this system? • Delay to business operations
• Additional training needed for staff
• Change in layout or potential lose in data
• Additional costs
• Additional requirements/resources
d. How might you resolve these challenges? • Run the upgrade outside of business hours or on the weekend
• Inform all staff of the upgrade and offer additional training after the upgrade has been completed.
• Run a backup of the information which is stored on the knowledge management system.
• PLAN B

e. How is the knowledge management system monitor for compliance, effectiveness and efficiency within the organization? • Keep victory sports warehouse policies and procedures up to date
• Keep WHS policies up to date
• Create a check list which will check off the effectiveness of the organisation.
f. What legislative requirements legislative may apply to the systems at each Victory Sports location? • Work health and safety Act
• Equity and diversity (this covers discrimination of sec, race, religion, disability and cultural differences.
• Privacy Act 1988
• Fair Trade Act 1987
• Australian Consumer Law
g. Does the knowledge management system comply with organizational policies and procedures? • Identify the organisational goals
• Identify the policy and procedures
• Identify relevant legislation
• Link the legislation with the policy, procedures and the goals

h. Identify the contingency plan which the organization has put in place in case of system failure. The Contingency plan should address the following issues:
• Operation Risk assessment
• Contingency planning
• Software errors outside of normal working hours
• Contingency plan distribution list
• Persons who can authorize the emergency procedure
• Contact points in the event of hardware and software problems
• Potential exposure and containment measures
• Emergency back-up plan
i. Identify possible improvements that could be made to the system. • Regular status reporting
• System trial run
• Workflow training to ensure users are aware of operational procedures, parameter set-up and maintenance
? Q 2 is located right after the Presentation Assessment Rubric.

Criterion
Presentation Observation/ Demonstration Marking Rubric (for trainer use)
4 3 2 1 Mark
Visual Appeal There are no errors in spelling, grammar and punctuation. Information is clear and concise on each slide.
Visually appealing/engaging. There are some errors in spelling, grammar and punctuation. Too much information on two or more slides.
Significant visual appeal. There are many errors in spelling, grammar and punctuation. Too much information was contained on many slides.
Minimal effort made to make slides appealing or too much going on. There are many errors in spelling, grammar and punctuation. The slides were difficult to read and too much information had been copied onto them.
No visual appeal.
Comprehension Extensive knowledge of topic.
Members showed complete understanding of assignment. Accurately answered all questions posed. Most showed a good understanding of topic.
All members able to answer most of audience questions. Few members showed good understanding of some parts of topic.
Only some members accurately answered questions. Presenters didn’t understand topic.
Majority of questions answered by only one member or majority of information incorrect.
Presentation
Skills Regular/constant eye contact, The audience was engaged, and presenters held the audience’s attention.
Appropriate speaking volume & body language. Most members spoke to majority of audience; steady eye contact. The audience was engaged by the presentation.
Majority of presenters spoke at a suitable volume.
Some fidgeting by member(s). Members focused on only part of audience.
Sporadic eye contact by more than one presenter.
The audience was distracted.
Speakers could be heard by only half of the audience. Body language was distracting. Minimal eye contact by more than one member focusing on small part of audience. The audience was not engaged.
Majority of presenters spoke too quickly or quietly making it difficult to understand. Inappropriate/disinterested body language.
Content The presentation was a concise summary of the topic with all questions answered. Comprehensive and complete coverage of information. The presentation was a good summary of the topic.
Most important information covered; little irrelevant info. The presentation was informative but several elements went unanswered.
Much of the information irrelevant; coverage of some of major points. The presentation was a brief look at the topic but many questions were left unanswered.
Majority of information irrelevant and significant points left out.
Total
Comments
Assessor’s name Dr Eugene Lim/ Andrew Loburets
Assessor’s signature Date

Case study (cont’d)
Sam is a graduate marketing analyst working for Victory Sports. One of his key responsibilities is summarizing sales results for each store, and developing comparisons between stores, regions, and competitors.
Sam develops reports on the figures, which she presents in the monthly management meetings.
Sam’s supervisor, David, feels that Sam is struggling with producing the regular reports and decides it would benefit Sam is she had some additional training to improve her skills.
Demonstration/ observation checklist
Candidate’s name Candidate’s name
Assessor’s name Dr Eugene Lim/ Andrey Loburets
Work activity Presentation
Date Date
2. Develop a report for David to submit for approval of Sam’s training. The report should include:
• a summary of the skills and knowledge he may require
• suggested methods for this training
• resources required for the training
• How success will be measured
• How will David now monitor the progress of the training plan he has developed for Sam?
• How will the progress of the training plan be monitored?
• After Sam has completed the training how will the training be reviewed and changed to meet new demands and priorities brought about from the training?
• General information Report name Report name (Sam’s skill gap analysis)
Report purpose Training proposal
Date Date
Prepared by (student’s name) student’s name
Report Summary • They need to introduce Sam and her role at Victory sports
• Objectives of the training
• Where the training will take place
• When the training will take place
• Desired outcomes of the training based on the training objectives

• Proposal of KM training needs Gap analysis (what is the current performance situation is like?) • What does the learner already know?
• What does the learner need to know?
• Identification of what Sam is currently doing and what she needs to know how to do
Sam develops reports on the figures, which she presents in the monthly management meetings
Sam’s supervisor, David, feels that Sam is struggling with producing the regular reports and decides it would benefit Sam is she had some additional training to improve her skills.
Type of training required (state objective to achieve outcome/s) • Skill based training
• Identifying and reinforce specific knowledge and skills
• Training on the software Sam is using
• Sam requires practical training; Sam needs to demonstrate she competently knows how to use the software provided by the company to complete the reports for the monthly meetings.
Resources required for the training (training provider, budget, time) • Materials
• Technological – computer
• Facilitator – someone who already has the knowledge and skills Sam requires
• Budget – Is the organisations paying for the training or will it be supplied to the organisations at a no fee
• time
Critical success factors (which factors must be present to support achievement) • Improve Sam’s knowledge
• Improve Sam practical skills
• Increase effectiveness in Sam reporting sills and deliverables
• Increase effectiveness in time spend preparing reports
• Overall increased job productivity
• Evaluation, monitoring and review of KM training Performance measurement (recommended target of improvement/s) • Explanation of how David and Sam will work together to meet the training expectations
• A plan to be put in place to monitor and review employees work objectives
• Overall contribution to the organisations during training
Training plan monitoring
(recommended timeline to monitor training) • discuss progress (dates)
• identify any further support needed
• adjust plans for training and assessment as required
• negotiate further opportunities for training and assessment.
Review (list of recommendation/ next steps) • Scheduled training review
• Gap analysis review to access if the gap has been closed or is closer to being closed
4. Conclusion • Overview of the pain points of the report
• Has the training been successful?
• Ongoing training
• Overall success of the training
Prepared by
Student’s signature Student’s signature Date Date
Management approval (Trainer please ? over boxes)
Approved Not approved
Management Initials (Trainer): Date
Assessment Submission Checklist to be completed by the Trainer/Assessor
Unit name: BSBINM501 Manage an information or knowledge management system
Assessment: Task 1
Did the student complete and provide evidence for the following (please ? ): Yes No
1. Provide a discussion to the short questions?
2. Delivered a PowerPoint presentation?
3. Submit within agreed timeframe?
Has the learner proven they can (please ? ): Yes No
1.1 Identify learning needs of relevant personnel and stakeholders for input into and use of an information or knowledge management system
.2 Identify and secure human, financial and physical resources required for learning activities to use an information or knowledge management system
1.3 Organise and facilitate learning activities
1.4 Promote and support use of the system throughout the organisation
1.5 Monitor and document effectiveness of learning activities
2.1 Ensure implementation of policies and procedures for the information or knowledge management system are monitored for compliance, effectiveness and efficiency
2.2 Address implementation issues and problems as they arise
2.3 Monitor integration and alignment with data and information systems
2.4 Collect information on achievement of performance measures
3.1 Analyse effectiveness of system and report on strengths and limitations of the system
3.2 Review business and operational plan and determine how effectively the system is contributing to intended outcomes
3.3 Make recommendations for improvement to system, policy or work practices

Feedback and result outcome for Task 1 (please ? )
Satisfactory
Not Yet Satisfactory
Re-assessment required
Assessment Submission Checklist to be completed by the Trainer/Assessor
Unit name: BSBINM501 Manage an information or knowledge management system
Assessment: Task 2
Assessment Submission Checklist to be completed by the Trainer/Assessor
Did the student complete and provide evidence for the following (please ? ): Yes No
1. Provide a discussion to the short questions?
2. Delivered a PowerPoint presentation?
3. Prepared a report?
4. Submit within agreed timeframe?
Has the learner proven they can (please ? ): Yes No Assessor’s Notes on Performance Criteria
1.1 Identify learning needs of relevant personnel and stakeholders for input into and use of an information or knowledge management system
1.2 Identify and secure human, financial and physical resources required for learning activities to use an information or knowledge management system
1.5 Monitor and document effectiveness of learning activities
2.1 Ensure implementation of policies and procedures for the information or knowledge management system are monitored for compliance, effectiveness and efficiency
2.3 Monitor integration and alignment with data and information systems
2.4 Collect information on achievement of performance measures
2.5 Manage contingencies such as system failure or technical difficulties by accessing technical specialist help as required

3.1 Analyse effectiveness of system and report on strengths and limitations of the system
3.2 Review business and operational plan and determine how effectively the system is contributing to intended outcomes
3.3 Make recommendations for improvement to system, policy or work practices
Feedback and result outcome for Task 2 (please ? )
Satisfactory
Not Yet Satisfactory
Re-assessment required
Assessment Summary Result (please ? )
Task 1 Case/ demonstration/ observation S NYS DNS
Task 2 Short questions S NYS DNS
Final Assessment Result for this unit C NYC
Feedback is given to the student on each Assessment task on Moodle YES NO
Feedback is given to the student on final outcome of the unit on Moodle YES NO
The result of my performance in this unit has been discussed and explained to me (please place signature below)
Student’s Signature Student’s Signature Date Date
Trainer/ Assessor’s declaration: I hereby certify that the above student has been assessed by myself and all assessments are carried out as required by the Principles of Assessments (Clause 1.8 of the Standards for RTO 2015).
Trainer/ Assessor’s Initials Date

Appeal Process (only for mitigating circumstances)
I would like to appeal the outcome of this assessment as per the appeals procedure in the Student Handbook
Student’s Signature Date