By: Ananta Kar

Email: anantakar@rocketmail.com12/1/2014

Information and Knowledge needs

Content 1: Information and Knowledge needs Chapter Coverage

Sources: Internal and external, primary andsecondary, formal and informal, teamworkers, customers and other stakeholders

7,Page- 231

Types: Qualitative and Quantitative, tacitand explicit, Official and Unofficial, Policyand Opinion

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Outcomes and assessment criteriaLO Nos.

Learning outcomes

On successful completion ofthis unit a learner will:

Assessment criteria for pass

To achieve each outcome a learner must demonstrate the ability to:

LO1 LO1 Understand how to assessinformation and knowledgeneeds

1.1 Discuss the range of decisions to be taken

needs1.2 Examine the information and knowledge needed to ensure effective decision taking

1.3 Assess internal and external sources of information and understanding

1.4 Justify recommendations for improvement

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Introduction

Increase personal networking Forming business

relationship

Business data, information and

Knowledge

Information and knowledge needs

Types of Information

System

Sources of data and Information

Types of Information and

Knowledge

Decision-making

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Business Data, Information and Knowledge

fundamental Concepts

Business Data, Information and

Knowledge

Data KnowledgeRange of

Data KnowledgeRange of Purposes

PlanningMonitoring and

ControllingRecording

TransactionsPerformance Measurement

Decision Making

Organizational Personal Basic Routine Structured Unstructured

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1.0: The Sources of Data and Information

� Internal and External

�Primary and Secondary

�Formal and Informal

�Team workers

�Customers and other stakeholders

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1.0: The Sources of Data and Information

1.1: Internal and External dataThe internal sources include:

� The accounting ledger

� Personnel and Payroll system

� Production departments data� Production departments data

� Marketing department data

External Information:

� There are wide range of sources including thegovernment, consultants, newspapers and magazines, the

internet and other electronic sources such as Reuters

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Snapshot of Accounting Ledger &

Production Data

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HR Payroll System

http://www.youtube.com/watch?v=n_xAH05j7Hw

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Sales Department Data

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1.2: Primary & Secondary Data

� Primary data: Any data that is used solely for thepurpose for which it was collected is termed primarydata.

� Primary data can be collected through the inquiryand survey.and survey.

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1.2: Primary & Secondary Data Continued

Secondary data: Is data that is taken from some other

sources is called as secondary data.

External sources of Secondary information include:

� Books

� Journals and articles� Journals and articles

� Internet

� Government websites for statistical information

� Regulatory bodies and Industry association

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1.3: Formal and Informal Information

� Obtaining information from outside the organizationmay be formal or informal.

� Formal sources include statements from theorganization’s officials, published documents andcompany advertising.company advertising.

� Informal sources include rumours, meetings withsuppliers and customers and reports compiled forpersonal use.

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1.4: Customers and other stakeholders

�The most valuable knowledge that anorganization has is in the heads its people, andthose of its stake holder, especially customers.However, people ‘walk’, so forward lookingcompanies continually to seek ways of lockingcompanies continually to seek ways of lockingit in to their organization.

The two complementary approaches are:

�Converting to it more explicit form

�Enhancing tacit knowledge flow through betterhuman interaction

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2.0: The Types of Information and

Knowledge

�Qualitative and Quantitative

�Tacit and explicit

�Official and Unofficial�Official and Unofficial

�Policy and Opinion

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2.0: The Types of Information and Knowledge

2.1 Quantitative and Qualitative Information:

� Quantitative information consist of measurableinformation- hard facts, numbers, weights andmeasures, percentages, statistics, estimates andspecificationsspecifications

� Examples of quantitative methods of gatheringinformation include surveys, laboratory experiments,questionnaires, psychometric test and consulting andanalyzing records

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2.1 Quantitative and Qualitative Information

Continued

� Qualitative information is difficult (or evenimpossible) to measure in quantitative terms. Itconsists of facts about opinions, preferences andperceptions.

� Examples of qualitative information may be� Examples of qualitative information may beemployee moral, motivation, customer loyalty, goodwill and attributes of the general public.

� Examples of qualitative methods are: case studyresearch, participant observation, interviews andquestionnaires, analyzing documents and textsproduce by others, and the information gatherer'sown impressions and reactions

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2.2: Tacit and Explicit Knowledge

�Explicit: This is a formal and standardized andcan be easily shared and communicated. Forexample, knowing the basics of how to drive acar is explicit. You could explain it to someoneelse.

�Explicit knowledge: in contrast, is easier toidentify, can be stored as a written procedure oras a process in a computer system and is re-usable in a consistent and repeatable mannerfor decision making.

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�Tacit: Is personal and rooted in a specificcontext. Once you learn how to drive a car andhave been doing it for some time, you developcertain techniques and driving becomessecond nature. However this phase is moredifficult to articulate.difficult to articulate.

� Tacit knowledge: is subconsciously understoodand applied, developed from direct experienceand action, and usually shared through highlyinteractive conversion, story telling andshared experience.

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2.2: Tacit and Explicit Knowledge

http://www.youtube.com/watch?v=E5fwXzLFNos

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Official and Unofficial Information

� Official secondary data comprise all information collected,processed and made available by logically constitutedorganizations, primarily by government departments andstatutory authorities

� Governments collect data about their operations, usually forvalid reasons, such as for efficient long and short termplanning.

� Unofficial secondary data comprises all other forms ofsecondary information sources. Examples include:

�Private research results

�Research reports, research papers, textbooks

�Opinion polls

�Market Research

�Online databases

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Levels of Information

� Strategic Information- Future demand estimates, new product development plans and competitor analysis

� Tactical Information- Information on variance and stock turnover

� Operational Information- materials and labour used and stock levelsstock levels

Discussion- Give the examples in Service sector of the above three levels of Information to the Vietnam Industry context.

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Types of Information System� Transaction Processing System (TPS)- Day to Day operational

Information

� Knowledge Work System (KWS)- New knowledge or information by research, experimentation and investigation

� Groupware- Collaborative work group. Example- Microsoft share pointshare point

� Management Information System (MIS)- Information for managers

� Decision Support System (DSS)- Integrate data, methods, models for making decisions

� Executive Information System (EIS)- Information System for senior managers

� Expert System- Provides expert knowledge

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Chapter Round up

� What are the two types of knowledge and explain?

� What is MIS system?

� What are the sources of Information? Explain.

� What are the types of Information? Explain.

� What are the level of Information? Explain.� What are the level of Information? Explain.

� Give examples of 3 analytics/BI tools?

� Who can explain the whole topic, what we discussed in last several classes?

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Content 2: Personal NetworkingContent 2: Personal Networking

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6. Increase Personal Networking

6.1 Personal NetworkingFriends, Co-workers and people we socialise with

6.2 Stakeholders and useful contacts-

Networking, Contacts, Referrals

6.3 Internal and External contacts6.3 Internal and External contactsNetwork at work and Network outside the work

6.4 Direct or via media-Networking through via media

6.5 Formal and Informal networking prospects

Social, Personal, Professional or even technical

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Networking Tools

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7. Forming Business Relationship

7.1 Stakeholders contacts

7.2 Relationship with customers

7.3 Supplier Relationship

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7.1 Stakeholders Contacts�Primary Stakeholders- Investors, customers,

employees, suppliers etc

�Secondary Stakeholders- Regulators, competitors, media etc

�Collaborative Relationship�Collaborative Relationship

�Networking- Formal and Informal

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Stakeholders

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7.2 Relationship with Customer

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7.3 Supplier Relationship

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Decision making and decision-taking

Develop a preliminary list of stakeholders

Reassess the interests and Characteristics of stakeholders

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Develop an understanding of the issues and Interests

Identify additional stakeholders

Identify relationship between stakeholders

Propose options for decision making strategies

Strategy for Improvement

� Most models of problem solving and decision making include at least four phases:

1. An Input phase- Problem is perceived and an attempt is made to understand the problem

2. A processing phase- Alternatives are generated and 2. A processing phase- Alternatives are generated and evaluated and a solution is selected

3. An output phase- Planning for Implementing the solution

4. A review phase- Solution is evaluated and modification are made, if necessary

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5- steps decision making model

�Step 1: Identify the issue

�Step 2:Determine the alternatives

�Step 3: Evaluate available alternatives

Step 4: Implement the decision�Step 4: Implement the decision

�Step 5: Follow up the feedback

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MIS Video

http://www.youtube.com/watch?v=WEFYBARVCXA

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Interacting and Relating

Interacting an relating describes the capacity to:

� Set boundaries and respect the boundaries of others

� Use both verbal and non-verbal communication, adapting your style of communication according to the needs of different audiences

� Connecting across cultures by learning, respecting and � Connecting across cultures by learning, respecting and understanding other cultural groups and awareness of one’s own cultural beliefs.

Three forms of interacting and relating:

�Negotiating boundaries

�Communicating verbally and non-verbally

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� Some points to note when identifying interacting and relating skills:

� Job-holders may need to carefully maintainboundaries using skills of negotiation and persuasion.This will have to be done ethically.

� Effective interacting and relating may need to be donenot only with people who may have communicationdifficulties or impairments, but also with successfuldifficulties or impairments, but also with successfulsenior people. Adaptability is an important part ofeffective interacting and relating.

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Content 3: Chapter 8: Content 3: Chapter 8:

Communication Processes

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Develop Communication

The Process of Communication

Current

Personal plan to Improve

Communication Skill

Written and Telephone

Internet and e-mail

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Communication Process

Current Developments

Meeting and Conferences

Internet and e-mail

Workshops and Training Events

Objectives of the StudyAfter completing the chapter you should be able to:

a. Report on existing process of communication in anorganization

b. Design ways to improve appropriateness

c. Implement improvement to ensure greaterc. Implement improvement to ensure greaterintegration of systems in communication in thatorganization

d. Create a personal plan to improve owncommunication skill

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The Process of CommunicationIt can be a vehicle for the exchange of communication.

Good information will have the following qualities:

a. Relevance to user needs

b. Accuracy

c. Inspiring the users confidencec. Inspiring the users confidence

d. Timeliness

e. Appropriately Communicated

f. Cost effective

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3.1 Meeting and Conferences

A meeting is the group of people coming together for the

purpose of resolving problems or making decisions

3.2) Formal Meetings- AGM, Team meeting, Appraisals,

Interviews, Brainstorming, Board meetings, Public

Meetings.Meetings.

� Notice

� Agenda

� Minutes

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3.3) Project Meetings

a. Project status meetings

b. Project problem solving meetings

c. Project Evaluation meetings

3.4) Conference- a coordinated approach

a. Public Conferences- Must to inform approacha. Public Conferences- Must to inform approach

b. In-house Conferences- Horizontal and Vertical

c. Sales Conferences

3.5) Teleconferencing- Skype, Speaker phones

3.6) Videoconferencing- Single party & Multi Party

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Video Conferencing

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4. Workshops and training Events4.1 Verbal Communication- Voice to Voice

(Interviews, Lectures, Presentations, Briefing sessions, grapevine)

4.2 User Workshops- Conference type of skill development type

4.3 Training Events- Lecturers talks and 4.3 Training Events- Lecturers talks and discussions

4.4 Presentations- Combination of Verbal and visuals (meetings, training sessions, lecturers and conferences)

4.5 Coaching- Concerned with training

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5.0 Internet and E-Mail5.1 The Internet:

� Cyber space, The Net, Information Super-highway

� WWW (hypertext technology)

� Web Browsers

� HTTP� HTTP

� Hardware & Software

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5.2 The Internet as a promotional communication:

� Advertising- Dedicated corporate sites, Webbanners/button, Internet search engine

� Direct Marketing- E-mail, Permission Marketing

� Direct Response Advertising- Immediate ContactDirect Response Advertising- Immediate Contact(Information/transaction facility) to follow up

� Sales Promotion- Online prize draws, Onlinediscounts, e-mail discounted vouchers

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� Customer Loyalty Programs- Value added benefits, User home page customization, Virtual communication, Free e cars/SMS messages

� Media/Press relations- About us & Contact pages, Technical benefits and on key issues

� Public Relations- FAQ, About Us, News bulletins, � Public Relations- FAQ, About Us, News bulletins, Publicity, Exhibitions, Events

� Relationship Marketing- Customization of Web Pages, Email Follow up, Contacts, E-Zines (Special interest news letters published in the web)

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� Grass root Marketing- Ground up marketing. Online charts. Generating word of mouth promotions

� Direct Distribution- Through Online shopping, Ordered via net,

� Partnership Development- Promotional collaboration with search engineswith search engines

� Customer Service and Technical Support- E-mail contact, FAQs, Access to Information, Online messaging

� Market/Customer Research- Gathering Information on customers, site monitoring, Online and e-mail feedback

� Corporate Identity- Intent to create marketing message

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5.3 Online Shopping

E- Commerce is an abbreviation of ‘ElectronicCommerce’. It means business transaction carried outonline via the internet.

� A transaction bases web site (Virtual Warehouse)

� Supermarket, book store etcSupermarket, book store etc

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5.4 E-Mail- Fast, Economical, Evidence, world wide at anytime, complex documents can be prepared by using spreadsheets,/graphics/photos etc.

Features of outlook?????

5.5 Internet v/s Intranet v/s Extranet-

Typical Intranet Content: Performance data,Employment Information, Employee support,Employment Information, Employee support,Bulletins and news letters, Upward communications

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Internet v/s Intranet v/s Extranet

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5.7 EDI (Electronic Data Interchange)-

� EDI is predominantly used between large business customers and their suppliers

� Part of JIT

� EDI & EPOS- TESCO deal with more than 1000 suppliers across computer networks so that stock can be suppliers across computer networks so that stock can be replenished exactly when needed.

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WRITTEN COMMUNICATION

� MEMOS

� REPORTS

� BULLETINS

� LETTERS� LETTERS

� NEWSLETTERS

� HANDWRITTEN

NOTES

�Letters: Used for interpersonal communication via the external email system

�Memos: Equivalent of letter in internal communications within the organization

�Handbooks and Journals: Used for employee communications. work relevant information, policies communications. work relevant information, policies and regulations, procedures

�Reports- Review complex facts and arguments for decision making

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The Benefits (written)

� Creates a permanent record

� Allows you to store information for future

reference

� Easily distributed

� All recipients receive the same information

� Necessary for legal and binding documentation

The Challenges (written)

� May seem extremely formal -- use

handwritten notes when it is to be

personalized

� Must be well written, straightforward and � Must be well written, straightforward and

concise

� Poor Drafting

DO’s and DON’Ts (written)

� DO -- realize it is not read as soon as it is received

� DO -- make sure that there is enough time to

prepare and send, and for the recipient to receive

and digest

� DO -- assess writing skills, if poor -- get help

Do’s and Don’ts… (written) cont...

� DO -- outline key points before producing a draft

� DO -- always draft a written piece and then reduce

all unnecessary language -- be brief

� DO -- proof-read very carefully before any � DO -- proof-read very carefully before any

document is distributed

Do’s and Don’ts (written) cont...

� DON’T -- use this form of communication if writing

is full of errors -- this reflects poorly on the writer

� DON’T -- use if communication is time sensitive. If � DON’T -- use if communication is time sensitive. If

immediate feedback is necessary -- use email

Is it clear? Have you hit your target?

In written communication

most confusion &

frustration are caused

by failing to be specific

…..…..

Make it clear, brief and

concise…..

Telephone and Voicemail

� Most employees

have access to a

phone (and

voicemail)voicemail)

� Using a telephone

can be spontaneous

and often friendly

Benefits (telephone/voicemail)

� Immediate access to audience

� Communication is direct and timely

� Takes advantage of tone of voice and language

� Allows for immediate response to questions, feedback, etc.

Challenges (telephone/voicemail)

� Too spontaneous, might not be ready to have a conversation

� Not prepared when a call is received but take it anywayanyway

� Can’t reach party in time to relay information

� Not everyone has voicemail

1. Messaging:

1. Voice mail

2. SMS

3. Paging Services

2. Call Management

1. Call barring

2. Conference call

3. Call divert

3. Corporate Services

1. Integrated numbering

2. VPN

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CTI (Computer Telephony Integration)

Gather Information about callers such as their telephone number and customer account number or demographic information (age, income, interests etc). This can be called up and sent to the screen of the person dealing with the call.screen of the person dealing with the call.

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Exercise

�Activity 1- Page 271

�Activity 2- Page 271

�Activity 3- Page 274

�Activity 4- Page 276

�Activity 5- Page 294

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Interpersonal Skill

� Interpersonal skill involves inspiring,motivation, leading and controlling peopleto achieve goals that are often poorly defines

� Interpersonal skills are the skills used ininteractions and relationships between twoor more people.

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Interpersonal skill includes� Building rapport

� Building trust and respect

� Managing conflict

� Persuading or influencing another person

� Negotiation and bargaining� Negotiation and bargaining

� Communicating assertively

� Communicating Informatively

� Communicating supportively

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Why are interpersonal skills important?

� Motivation

� Communication

� Team working and team building

� Customer care

� Career development� Career development

� Managerial roles

� Power and Persuasion

� Team Management

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Process of Communication

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Communication Skill

� Sending message includes:

� Selecting and organizing your material

� Judging the effect of your message

� Choosing language and media

� Adopting your communication style accordingly

� Using non verbal signals to reinforce

� Seeking and interpreting feedback

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� Receiving message includes following

� Reading attentively

� Extract relevant information

� Listening attentively

� Interpreting the message’s underlying meaning

� Asking questions� Asking questions

� Giving helpful feedback

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Effective Negotiation skill

� Negotiating is an activity that seeks to reach agreement between two or more starting positions. A skills of negotiator cab be:

� Interpersonal skills

� Analytical skills

� Technical skills

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A good Negotiator

� Avoid criticising

� Ask many more questions

� Summarize and test understanding

� Keep the emotional temperature down

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Effective consultation

� Consultation is the process where, on a regular basis,management genuinely seeks the views, ideas andfeelings of employees before a decision is taken.

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Personal Plan to improve own

communication skill

The communication process is composed of three parts

� The sender (source) of the information

� The receiver of the information� The receiver of the information

� The receiver’s understanding of the information received

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SWOT Analysis

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Need to Improve in certain aspects

� Listening

� Active questioning

� Personality differences

� Analytical- Thinking, Thorough, Discipline� Analytical- Thinking, Thorough, Discipline

� Amiable- Supportive, patience, Diplomatic

� Driver- Independent, Decisive, Determined

� Expressive- Good communicator, Enthusiastic, Imaginative

� Non verbal communication- Gestures

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Emotional Intelligence

� Quick stress relief

� Emotional awareness

� Playful communication

� Conflict resolution

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Current Developments in

Communication Process� Changing Environment

� New working practices

� Flatter Management structure

� Multi national enterprises

� Working from home� Working from home

� Downsizing

� Changing Communication� Higher Speed

� Wider access to information

� 24-7 global communication

� Interactivity & Multimedia

� Personalization

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Improve System relating to

Information &

9. Access and dissemination

8. Developing websites and

mailing

7. Data warehousing

and data mining

6. Databases

5. Information and knowledge management

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Information & Knowledge

2. Developing system- hard

and soft properties

1. Processing business data

4. Automation, rationalisation, re-engineering

3. Checkland's soft system, methodology

Objectives

� Report on existing approaches to the collection,formatting, storage and disseminating ofinformation and knowledge

� Carry out appropriate changes to the collection,� Carry out appropriate changes to the collection,formatting, storage and dissemination ofinformation and knowledge

� Implement a strategy to improve access to systemsof information and knowledge

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1. Processing Business Data

1. Processing features1. Collecting data in the first place

2. Converting the data into information

3. Updating the files to incorporate the processed data

4. The dissemination of information to users

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1. Information in the organization

1. Source of action within the organization-???

2. Type of level of decision each manager has to take

� What information is required

� How should it be collected and by whom� How should it be collected and by whom

� When and from where should it be collected

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External data Interpretation

Dissemination

Members of Organization

Public Stoke holdersGovernment and

regulatory agencies

Action

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Data Collection

CustomersOrganizations

products and services

Internal Operations

Competitors

External data on economy, markets etc

Processing

Output

Interpretation Action

2. Developing Systems- Hard & Soft Properties

2.1 A hard approach is suitable in circumstances when:� Problems can be clearly defined

� Objectives are clear

� The problem is self contained� The problem is self contained

� Information needs are known

� A solution can be recognized

� Standard solution techniques are applicable

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2.2 A soft approach is suitable in circumstances when:� Problem is difficult to define

� Tastes, values, judgements and opinions are involved

� It is not clear what is known and needed

� It is not clear what the solution should achieve � It is not clear what the solution should achieve

� The problem is ‘people’ oriented

� There is n o standard solution technique available

What do you think about Information System Projects????

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2.3 System Life Cycle:� SDLC Process

� Stages of SDLC Process:

� Project Definition: Objective, Scope & Project plan

� Feasibility Study- Technical, Operation, Social, economical

� Design: Logical & physical design specification

� Programming or Software Selection: Bespoke or Off-the-shelf

� Installation- Testing, file conversion and user training, Deployment

� Post Implementation- System Evaluation

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2.4 Drawbacks of lifecycle approach� It comes under the hard system approach as it has

the narrow focus

� Sequential model (If previous stage is not finished then next stage can not be started)

� Time overruns� Time overruns

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2.4 Soft System approach

Some examples of soft properties should be considered during system development and implementation are:

� Job security and status

� Career prospects� Career prospects

� Social Change

� Fear of depersonalization

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4. Automation, Rationalization

and Re-engineering

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�4.1 Formation of Organizational Change

� Automation: Use of computerized system

� Rationalization: Streamlining operating procedures and eliminating bottlenecks

� Re-engineering: Re-organize business, process redesign, Identify IT levers, build a prototype of the new processthe new process

� Paradigm Shift: Rethinking the nature of the business and the nature of the organization itself. Transformation from old world business to new world business

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�4.2 The effect of computers on Information System

� Speed

� Accuracy

� Volume

� Complexity� Complexity

� Presentation

� Judgement

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5.0 Information & Knowledge

Management5.1 Information Management

5.2 Knowledge Management

5.3 Where does knowledge resides

5.4 System and aid knowledge management

� Office Automation System (OAS)� Office Automation System (OAS)

� Knowledge Work System (KWS)

� Virtual reality System

� Artificial Intelligence

� Expert System

� Neural Networks

5.5 Diagram and text

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6.0 Databases6. 1 Database:

A database is a collection of data organized to servicemany applications. The database provides convenientaccess to data for a wide variety of user and user needs.

Database Management System:

DBMS is the software that centralizes data and managesDBMS is the software that centralizes data and managesaccess to the database. It is the system that allowsnumerous applications to extract the data they needwithout the need for separate files.

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6.2 Consistency and Reliability

� A database must be integrity- consistent, accurate , reliable

� Data Integration

� Data Independency

6.3 Characteristics of DBMS6.3 Characteristics of DBMS

� Shared, Controls, Flexibility

� Advantages: No duplication, Consistency, New uses for data, Flexibility etc

6.4 Disadvantages: Security, Corrupted database, development cost is high

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7. Data Warehousing and Data Mining

� A data warehouse consists of database, containing data from various operational systems, and reporting and query tool.

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Components of data WarehouseOperational

data 1

Historical data 1

Historical data 2 Extract &

Transform

Data Warehou

se

Data Access & Analysis

Data

S

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Historical data 2

External Data 1

External Data 2

Transformse

Information Directory

Analysis

� Data mining� Queries &

Reports

Sources

Features of data Warehouse

� Subject oriented- Focused on data groups such ascustomers, suppliers, products etc

� Integrated- data must be consistent

� Time Variant- Data stored in time slices

� Non-volatile- data can not be changed within the� Non-volatile- data can not be changed within thedata warehouse. Only loading and retrieval processare made

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7.4 Data Mining- Trends, Patterns &

Relationship

� Data mining a set of statistical techniques that are used to identify trends, patterns and relationships in data.

� Data mining examples: Wal-mart- Page 334

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8. Developing website & Mailing8.1 Website Design:

Websites are now a key form of corporate communication. Advertisers using websites as a key marketing tools

8.2 Current & Valid

Once website is ‘live’ on the internet it can be used as a Once website is ‘live’ on the internet it can be used as a 24-hour source of information on products, services and organization news.

� Website information should be up-to-date

� Prices in the web sites should be up-to-date

� Contact details should be mentioned

� Make sure that to add regularly press release

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Website Design IssuesDesign Issues Comments

House Style Should be consistent with corporate identity guidelines & promotional messages

Interactively (and/or entertainment) Information should be relevant,, original and up-to-dateoriginal and up-to-date

Stickiness How often visitors return to site and how long they spend time

Credibility ‘About Us’ page by providing the information about the company

Transaction efficiency Should be equipped with virtual shopping kart, automatic email confirmation etc

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8.3 Mailing

According to Allen et al ‘there are more people in the world with access to email than with access to the World Wide Web.

� E-mail marketing can grab attention and interest without requiring users to even start their web browsers

Advantages:Advantages:

� Cost-effectiveness

� Speed of delivery/response

� Targeting

� Acceptability

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9. Access & Dissemination� Accessing Information

� Research Information

� Legal & Confidentiality Concerns

� Internal Requirements

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