Student Name: THUC TRANG TRAN

Student ID: SMCM20170071

Subject: MANAGE AN INFORMATION OR KNOWLEDGE MANAGEMENT SYSTEM -
BSBINM501
Diploma of Business

Task 1: Organising learning

 Training Needs Analysis Template
Learner name:
Client/organisation:
Personnel consulted:
Background:
Organisational background, context
and environment:
Desired outcomes:
What does the organisation want to
achieve through training?
THUC TRANG TRAN
Cosmos Engineering
Administrator
Cosmos employs 50 people in a variety of
administrative, production and frontline activities.
The firm has a range of policies and procedures,
sales records and other information kept in folders
that are scattered throughout the facility. Other than
the financial management software the company
uses, there are no digitised records, and the
employees are constantly referring to old templates,
materials or policy documents because there is no
central repository.
the Cosmos Engineering management team has
recognised that the system is haphazard and that
many employees may be unaware of correct
procedures. They have decided to centralise this
information on an intranet to ensure staff have ready
access to it.
My manager tells they have formed a task force to
achieve three things with the introduction of this
internet:
- Ensure that all employees are appropriately
trained to use the new system
- Ensure that use of the new system is
properly managed
- Ensure that the new system is reviewed and
improved where needed.
The management team has also recognised that to
take the business to the next level of productivity
and profitability, some organisational goals must be
established. Cosmos Engineering aims to:
- Have a centralised management system
whereby all employees have ready access to
 current policies, procedures and templates,
with all records filed systematically into the
various activities of the business
- Encourage cohesion and collaboration
among stakeholders by using a centralised
management system
- Maintain records, data and information to
ensure the most current version of
information is available
- Train all employees to use the new
management system, with further training to
be provided when required.
Cosmos’ director of information technology advises
you that all staff will need to know the following to
engage with the new system effectively:
- How to use login details to access the
intranet and how to retrieve them if they are
lost or compromised
- How to navigate the system for general
browsing, including how the knowledge or
information contained in the system is
segregated and stored
- How to search the system for quick retrieval
- How to upload to and download from the
system
- How to check out and return a document for
use to avoid conflicting versions of the
document being uploaded or downloaded
- How to use the help desk ticketing system for
reporting problems
- How to apply for permission to use a section
of the intranet not currently authorised for
use by a particular employee or workgroup.
Roadblocks:
Are there any obstacles to achieving
these aims? What are they?
Initial solution:
Does the organisation have a learning
solution in mind?
- The practical sessions have a participant limit
of 20 while they have 50 employees.
- The cost of this onboarding service is $475 +
GST per training session, regardless of the
number of participants or the mode of
delivery.
- This specialised training costs $1,500 + GST
per representative.
The software supplier selected to provide the
knowledge management software has an extensive
‘onboarding’ service that I can use, so I don’t need to
find an additional training service provider.
- The name of the trainer is Vanessa Gomes.
- The onboarding service is deployed in two
parts:
+ A set of eight webinars that provide
important background information, for
which there are no participant number
limits
+ A set of practical workshops that
ensure all skills are taught in three
half-day sessions. The practical
sessions have a participant limit of
20.
- The cost of this onboarding service is $475 +
GST per training session, regardless of the
number of participants or the mode of
delivery.
- You can arrange any number of coaching
sessions via webinar or by having a trainer
come to your workplace.
- You can also arrange for up to three
representatives from your organisation’s help
desk to be trained in the system
requirements in order to provide an internal
assistance team.
- This specialised training costs $1,500 + GST
per representative. The director of
information technology believes the
organisation needs a minimum of two people
trained in this way.
Target candidates:
Who are the target candidates, and
what variables may impact on their
performance?
Desired staff outcomes:
Does the organisation have a vision of
how a successful staff member will
operate?
Measuring success:
Review the issues the organisation
wants to address through training.
How will success be measured?
What benchmarks will be used?
What will success look like?
All the employees
There are some variables may impact on their
performance:
- Retrieving details
- Navigating internet for general browsing
- Uploading to the system
- Returning a document
- Checking out a document
- Applying for permission to use a section of
the internet
A successful staff member will know:
- How to use login details to access the
intranet and how to retrieve them if they are
lost or compromised
- How to navigate the system for general
browsing, including how the knowledge or
information contained in the system is
segregated and stored
- How to search the system for quick retrieval
- How to upload to and download from the
system
- How to check out and return a document for
use to avoid conflicting versions of the
document being uploaded or downloaded
- How to use the help desk ticketing system for
reporting problems
- How to apply for permission to use a section
of the intranet not currently authorised for
use by a particular employee or workgroup.
The success will be measured by the rating of staff
in all the skills required in the training session. The
director suggests that training will be required all
areas that do not have a 100% “very confident”
rating.
There are three benchmarks will be used for
employees in terms of rating themselves. They are:
- Very confident (able to complete the task
with no assistance or intervention)
- Somewhat confident (could do the task on
their own sometimes, but required assistance
or coaching with the more technical aspects
of the tasks)

Training solution/s
Outline the type of training to be
conducted and an action plan to
achieve the desired goal/s.
Comments
- Need development (did not feel confident
doing the task unassisted at all)
The success will have high rate in terms of ‘very
confident’, who is able to complete the task by their
own without any assistance.
There will be a service call “onboarding”, which is
deployed in two parts:
- A set of eight webinars that provide
important background information, for which
there are no participant number limits
- A set of practical workshops that ensure all
skills are taught in three half-day sessions.
The practical sessions have a participant limit
of 20
The cost of this onboarding service is $475 + GST
per training session, regardless of the number of
participants or the mode of delivery.
It can be arranged any number of coaching sessions
via webinar or by having a trainer come to your
workplace.
It can be arranged for up to three representatives
from your organisation’s help desk to be trained in
the system requirements in order to provide an
internal assistance team.
This specialised training costs $1,500 + GST per
representative. The director of information
technology believes the organisation needs a
minimum of two people trained in this way.
 The Training Need Analysis has figured out the organisational background, context and
environment. The achievements of the training session are also addressed clearly for all staff.
The training sessions will be conducted by the ‘onboard’ service.

Learner signature: Trang Learner signature: Trang

Assessor signature: Assessor signature:

Training Plan Template

Prepared by: THUC TRANG TRAN

Date: 09/06/2018

This training plan applies to:

☐ An individual ✅ A cohort

Learner/cohort description:
All the employees/staff in Cosmos Engineering are required to complete the Training session
according to the Training plan

Learning objectives

1 Know How to use login details to access the internet and how to retrieve
them if they are lost or compromised.

2 Know how to navigate the system for general browsing, including how the
knowledge or information contained in the system is segregated and
stored.

3 Know how to search the system for quick retrieval.

4 Know how to upload to and download from the system.

5 Know how to check out and return a document for use to avoid conflicting
versions of the document being uploaded or downloaded.

6 Know how to use the help desk ticketing system for reporting problems.

7 Know how to apply for permission to use a section of the intranet not
currently authorised for use by a particular employee or workgroup.

Learning activities
 Learning activity Associated learning Proposed date of
objective (no.) implementation

1 Introducing the new 1 18/06/2018

system, the login details;
the cases that could be
happened such as the
information are lost or
compromised

2 Teaching how to use the 1 18/06/2018

new system, use the login
detail to access the
internet

3 Teaching how to retrieve 1 19/06/2018

the information if they are
lost or compromised

4 Teaching how to navigate 2 20/06/2018

the system for general
browsing

5 Providing the knowledge 2 20/06/2018

of how the information
contained in the system is
segregated and stored

6 Educating how to search 3 25/06/2018

the system for quick
retrieval.

7 Educating how to upload 4 25/06/2018

to and download from the
system.

8 Check out and return a 5 26-27/06/2018

document Training for use
to avoid conflicting
versions of the document
being uploaded or
downloaded

9 Teaching how to use the 6 28/06/2018

help desk ticketing system
for reporting problems.
 10 Educating the skill of 7 29/06/2018
applying for permission to
use a section of the
internet not currently
authorised for use by a
particular employee or
workgroup.

Monitoring plan

Learning activity How activity will be How results will be Proposed date of
monitored documented implementation

1 Trainer(Vanessa completed/non- 18/06/2018

Gomes) will conduct the completed
class benchmark

2 Providing each 18/06/2018

participant a login detail. completed/ non-
Each one has to access completed
successfully the internet benchmark of
individual

3 Trainer supervises a completed/ non- 19/06/2018

group of 5 participants completed
while they are retrieving benchmark of
the lost/compromised individual
information

4 Trainer demonstrates completed/ non- 20/06/2018

how to navigate the completed
system benchmark of
Each employee has individual
chance to practice on
their own
computer/laptop

5 Trainer will provide the completed/ non- 20/06/2018

knowledge of how the completed
information contained in benchmark of
the system is individual
segregated and stored
with powerpoint
 6 Trainer demonstrates completed/ non- 25/06/2018
the skill of searching the completed
system for quick retrieve benchmark of
individual

7 Trainer first shows the completed/ non- 25/06/2018

upload and download completed
process then all benchmark of
employee use their individual
computer/laptop to
practice uploading and
downloading from the
system

8 Trainer shows the check completed/ non- 26-27/06/2018

out and return a completed
document process benchmark of
Participants practice individual
following the training
knowledge

9 Trainer introduces the completed/ non- 28/06/2018

help desk ticketing completed
system for reporting benchmark of
problem individual
Participants practice

10 Trainer shows how to completed/ non- 29/06/2018

apply for permission to completed
use a section of the benchmark
internet not currently
authorised for use by a
particular employee or
workgroup.

Resources required

Resource Unit price Qty Cost

On-boarding service $475 2 $950

Specialised training $1,500 2 $3,000

 Total training cost $3,950

Communication plan

Key message Communication Deadline for

channel communication

Make sure after the training, all staff are able to Records 02/07/2018
meet the purposes of training session

Checking the knowledge of all staff after training Tests 05/07/2018

session

Approval to proceed

Name: Andrea Thomas

 Role: Cosmos’ director of information Date: 12/06/2018
technology

Task 2: Information System Management Activities

Report
Introduction
It has now been six months since the introduction of a new information management system at
Cosmos Engineering – a small-to-medium sized engineering firm with a total of 50 employees
across many workgroups.

This information management system takes the form of a company intranet that stores all the
organisation’s current policies, procedures, client information and documentation (including
templates for correspondence and other pieces of communication).

The system was introduced to replace the previous ad hoc, largely paper-based information
management system, which was outdated and difficult to manage. As I implemented the new
system, I also ensured that Cosmos’ policies were updated or created so that the need for a
structured system was met.

Now that the system is up and running, senior management would like to ensure that it is used
properly and captures the information it was designed to capture.

A list of outcomes that the system was expected to achieve provided by senior
management:
● The organisation should have a single, remotely backed up repository of all information it
needs to conduct business.
● The system should allow management to manage the information inputted.
● The system should facilitate employee access to information contained in the system.
Current issues (collected from Director of Information Technology):
● People are still using local copies of documents rather than downloading them from the
system. This results in some pieces of communication or information-gathering tools being
outdated.
● No procedure for download or upload has actually been published yet.
● Most of the user information is stored on the intranet, so if a user has difficulty accessing
the system, they will not be able to help themselves and must contact the help desk.
The system’s reporting capabilities are quite extensive, so you can generate any report you
need for your monitoring protocol.
Strategy for monitoring the information management system.

What need to be How it will be monitor Why When

monitored

Information management
policy:

● The system must be Upgrade the system All company ASAP - Checking
capable of storing all frequently in order to be documents are frequently (every
company able to store all the stored in the fortnight/monthly)
documents system makes
documents.
the easy access
for employees
when they need

● Employees must be The system need to be Employees need ASAP - Checking

able to access take care of by a simple access frequently
documentation technological team. to be able to
download
without notice
Provide an easy and template or
because they are simple access to any documentation for
expected to documentation their
download a new communication
template for every The templates need to
new piece of be available all the time
communication.

● The system must be IT team need to change Give an easier ASAP - Checking
backed up remotely. the method of control access and monthly
system to remote management for
method whoever has right
to backup the
system even
when they are
away

● Access rights must Only people who are To secure the Fortnight
be granted granted according to an system, avoiding checking
 according to an authorised security level negative impacts
authorised security are given the access on the system
level (ensuring rights.
compliance with the
Privacy Act 1988).
Unauthorised
access is blocked.

Information system
maintenance policy:

● The system provider Creating a help desk Helps employees ASAP

must have a help to access if they
desk that employees are having
difficulty
are able to access in
the event of
difficulty.

● All problems with the Creating a report Easy to check the ASAP
system must be template problems have Checking monthly
reported, even if the been found
Publishing the report
employees are able
template and a simple To be able to fix
to rectify them way to submit the report the problems
without resorting to once they are
the help desk. reported

● The system must Creating the Easy access to Checking monthly

have periodic maintenance screens maintain the
maintenance system
Maintaining the system
screens to ensure
periodically
that it is maintaining
its structural integrity
and evolving with
the needs of the
organisation.

● The system must be Creating set of The system will Every three
able to be updated organisation’s need be updated months
with functions and properly
Providing easy access functionally with
features that meet
to update the system the needs of the
the organisation’s organisation
needs.
Conclusion
To sum up, after six month, there has been some achievements, however, there has been few
issues that currently happening in Cosmos. In order to improve the system, I have set the
proposed strategy for monitoring the information management system, including what will be
monitored, how and when. Therefore, the information management system hopefully will be
improved in near future to be able to achieve more advantages and outcomes.
Help request process map

Web-based help form

Email to colleague
Dear ……..
I am Thuc Trang Tran, as an administrator of Cosmos Engineering, I have developed a ‘Help
Request Process Map’ and ‘Web-based Help Form’. The map and form are attached into this
email.
I am writing this email in order to ask for your feedback about the efficiency of these two forms.
Is there any improvement need to be fixed and done? Please do not hesitate to ask if is there
any misunderstanding or confusion. Your feedback is essential for us to be able to achieve the
best result.

Warm Regards,
Thuc Trang Tran
Administrator.

Monitoring Plan Template and Information

Appendix 2: Monitoring plan template

Project title: Changes in system

Implementation date: 21/06/2018

Outcome being Monitoring strategies Performance metrics Data collection

monitored (including collection cycles
methods)

The system must be Upgrade the system Learning/Growth Every fortnight /

capable of storing all frequently in order to perspective Monthly
company documents. be able to store all - Feedback of
the documents employee
satisfaction
- Records of
employee skills
- Records of
employee
education

All problems with the The system need to Learning/Growth Frequently -

system must be be take care of by perspective Fortnight/
reported, even if the technological team. - Feedback of monthly
employees are able to employee
rectify them without Provide an easy and satisfaction
resorting to the help simple access to any - Records of
documentation
desk. employee skills
The templates need - Records of
to be available all the employee
time education

The system must be IT team need to Learning/Growth Monthly

backed up remotely change the method perspective
of control system to - Feedback of
remote method employee
satisfaction
- Records of
employee skills
 The system must have Creating the Learning/Growth Monthly
periodic maintenance maintenance perspective
screens to ensure that it screens - Feedback of
is maintaining its employee
structural integrity and Maintaining the satisfaction
evolving with the needs system periodically - Records of
of the organisation employee skills

Review date: 23/08/2018 Review cycle: Once a month

Monitoring Plan Template and Information (Ver.2)

Project title: Strategies for new improvement system

Implementation date: 08/10/2018

Outcome being Monitoring strategies Performance metrics Data collection

monitored (including collection cycles
methods)

The information Purchase the necessary Learning/Growth Monthly

management system hardware for the perspective
becomes self- organisation to back up its - Feedback of
contained and is system on its own server. employee
properly maintained by The external service satisfaction
the organisation, with provider for remote - Records of
all contingencies (such backup will be retained for employee skills
as system-wide 6–12 months while they
failure) planned for roll out this project

Ensure that these Partition the information Learning/Growth Monthly

partitions will not be management system and perspective
manipulated by appoint system - Feedback of
unauthorised administrators for each employee
employees while partition to ensure that the satisfaction
remaining functional information inputted is - Records of
for the personnel who correct and appropriate. employee skills
need to use them

New policies and Creating new policies and Learning/Growth Every two
procedures procedures from the perspective months
mandate has been given - Feedback of
List out clearly the roles of employee
these administrators. satisfaction
- Records of
Clearly delineate what is employee skills
encompassed in - Records of
administrator privileges, employee
and what regular education
employees are able to do
with the system.
 Review date: 21/12/2018 Review cycle: Monthly

Explanation:
- Purchase the necessary hardware instead of using the remote method will meet the
demand of management for the organisation to back up its system on its own server
- Partition the information management system helps the organisation to control the
information easily. It is also help to check whether the information of each partition has
been inputted correctly and appropriately
- New policies and procedures providing a clearer vision to employees about the roles of
administrators, what is encompassed in administrator privileges. Additionally, they show
the things that the regular employees are able to do with the system.

Task 3: Information System Review Report

Table of content:
a. Executive summary
 b. Analysis
c. Performance review
d. Recommendations for continuous improvement
e. Technology improvements
f. Concluding recommendations

Executive summary
I am employed as an administrator at Cosmos Engineering, a small- to medium-sized
engineering firm. Cosmos employs 50 people in a variety of administrative, production and
frontline activities.

The firm has a range of policies and procedures, sales records and other information kept in
folders that are scattered throughout the facility. Other than the financial management software
my company uses, there are no digitised records, and the employees are constantly referring to
old templates, materials or policy documents because there is no central repository.

I am going to review the use of an information or knowledge management system and to make
recommendations for improvements to the system and how it is used.

Analysis
System’s strengths and weaknesses
1. Strengths:
- The organisation have a single, remotely backed up repository of all information it needs
to conduct business.
- The system allows management to manage the information inputted.
- The system facilitates employee access to information contained in the system.
- Management has also decided to partition the information management system and
appoint system administrators for each partition to ensure that the information inputted is
correct and appropriate. They want to ensure that these partitions will not be
manipulated by unauthorised employees while remaining functional for the personnel
who need to use them.
- Cosmos Engineering aims to have a centralised management system whereby all
employees have ready access to current policies, procedures and templates, with all
records filed systematically into the various activities of the business
 - Encourage cohesion and collaboration among stakeholders by using a centralised
management system
- Maintain records, data and information to ensure the most current version of information
is available
- Train all employees to use the new management system, with further training to be
provided when required.
- There is an available software supplier provided. The service called “onboarding” has:
+ A set of eight webinars that provide important background information, for which
there are no participant number limits.
+ A set of practical workshops that ensure all skills are taught in three half-day
sessions. The practical sessions have a participant limit of 20.
2. Weaknesses:
- People are still using local copies of documents rather than downloading them from the
system. This results in some pieces of communication or information-gathering tools
being outdated. In order to improve this problem, they should be provided an easy and
simple access to any documentation, the templates need to be available all the time so
employees will easily have access to the system and download stuff.
- No procedure for download or upload has actually been published yet. The solution is as
same as above, technical team need to provide a policies/procedures to employees
about how to download/upload documents from/to the system.
- Most of the user information is stored on the internet, so if a user has difficulty accessing
the system, they will not be able to help themselves and must contact the help desk.
Therefore. the system provider must have a help desk that employees are able to
access in the event of difficulty.
- The system’s reporting capabilities are quite extensive, so you can generate any report
you need for your monitoring protocol. Creating a report template and publishing the
report template and a simple way to submit the report is a solution for this issue.

Performance review
The strategic and operational plans of Cosmos Engineering has set:

Business plan objectives:

- Reduce cost base by reducing time wasted searching for or recreating template-based
documents.
 - Facilitate corporate governance reporting by maintaining easily accessible and consistent
information that is stored in a digital format.
- Capture and implement continuous improvement suggestions.

Operational plan objectives:

- Ensure consistency of communication by creating and making available standardised
information documents.
- Streamline information retrieval processes by creating a single repository.
- Reduce confusion and duplication of work arising from concurrent work on conflicting
versions of documents.

Results have been collected from surveys after six months implementing the system.

Achieved Non-achieved

- About 28% (of 50% using local
copies) say they regularly check to
see if the templates have changed but
they still prefer not to have to
download source documents every
time.
- About 50% of employees are still
using local copies of documents they
have downloaded from the information
management system

- The incidence of using old templates

or documents has dropped by about
63%.

- Most of the management staff - They would like the process to be

involved in maintaining the information more streamlined, because even
management system say they find it though reversing mistakes is simple, it
relatively easy to do is time consuming

- 70% of employees say that the search

function on the information
management system does not turn up
 all the relevant documentation, and
they often have to conduct several
searches using different search terms
before they can locate the documents
they’re looking for

- 57% of employees say that there are
multiple versions of the same
documents (including different
templates with the same version
numbers).
- These employees are not confident
that they are using the most current
versions, even when downloaded from
the system each time.

- 88% of employees and managers feel

that the newly developed policies and
procedures align well with the
functions of the system, and that they
could find system procedures without
using the help desk as their first line of
assistance.

Recommendations for Continuous Improvement

After reviewing the system’s performance and determining what is working and what is not
working, there is few recommendations that could help to improve the performance in future.

Recommendation 1: Provide a notification function in the system that alerts users when a new
version of a document is uploaded and replaces the version currently in use. As mentioned
above, there are 57% of employees say there are multiple versions of the same documents and
also about 63% of employees still using the old template or documents, the notification will
inform the employees when the new version of document is uploaded and replaces old ones, it
contributes the easy access for who wants the updated version.
Recommendation 2: Develop a more user-friendly frequently-asked-questions (FAQ) document
that can be accessed outside the system and assists inexperienced users in accessing and
navigating the system. FAQ is where can answer the basic questions from the users, it also
provides the function of asking question, so anyone who is having difficulty can leave their
concerns and the related team will respond afterward.

Recommendation 3: Organisation should mobilise the internet interface. Nowadays, everyone

possesses mobile devices, some of the sales and production representatives use tablets their
presentations and client meetings. By mobilising the internet interface, people who want to
access when they are off-site will be able to do this action.

Technology Improvements
Collaborative software or groupware is application software designed to help people involved in
a common task to achieve their goals. The features that must be included in the software are:
- Instant messaging
- Audio and video calls
- Document transfer
- Screen sharing
After doing researches, there are two appropriate collaborative software that can meet the
demands.
- QUANT: This software enables to share numerous application windows with other peers
within a group, including those running video walls. The users will have full control to
decide what to share, with whom to share and what permissions are given. Application
window can be simply shared using dedicated Quant icon or the drag and drop curtain.
A chat function is available to message other users about the application window
shared. Any changes to the shared document are seen instantly.
It offers many different ways to share:
1. SHARE WITH: Sharing instantly with one or more users so a window appears on the
recipient's screen to view or make edits
2. GRANT ACCESS: Allow users access to shared application windows from your desktop
3. SNAPSHOT: Send an image of the application window to colleagues
4. DELIVER: Send a copy of a file to colleagues and work groups
 - BLIZZ: Blizz connects global teams together to collaborate using the best VoIP, web
meetings, screen sharing, white boarding, and instant messaging capabilities, all in one
application. Available in over 200 countries, Blizz helps boost the productivity and
improves collaboration with the teams and clients—no matter where they are.

Blizz is a lightweight app that sits on desktop toolbar and is available as a mobile app on
smartphone or tablet, enabling you to have an open communication channel with your team at
all times. Blizz allows to launch instant meetings, make VoIP and video calls, and start chatting
with your team instantly from anywhere.

Blizz’s team chat works alongside you and your team’s workflow, so you can reduce the
number of emails you send and avoid searching through hundreds of email threads for the
information you need.

Concluding Recommendations
To sum up, after reviewing the strengths and weaknesses of Cosmos Engineering, there are
recommendations have been made according to the continuous improvement. They are
providing a notification function that alerts users when there is new version is published and
replaced old ones; developing a more user-friendly frequently-asked-questions (FAQ)
document; mobilising the internet interface for mobile users. Besides those recommendations, I
also suggest two collaborative softwares which are best fit for Cosmos Engineering, SQUANT
and BLIZZ, as they are met the needs of organisation.
References:
https://www.datapath.co.uk/datapath-products/collaboration-software/quant-for-business-
collaboration

https://www.blizz.com/en/team-collaboration-solutions/

Case Study - Cosmos Engineering