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By: Ananta Kar Email: anantakar@rocketmail.com 1

Information and Knowledge needs

Content 1: Information and Knowledge needs Chapter Coverage

Sources: Internal and external, primary and 7, secondary, formal and informal, team Page- 231 workers, customers and other stakeholders Types: Qualitative and Quantitative, tacit and explicit, Official and Unofficial, Policy and Opinion

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Outcomes and assessment criteria

LO Nos. Learning outcomes On successful completion of this unit a learner will: LO1 LO1 Understand how to assess information and knowledge needs Assessment criteria for pass To achieve each outcome a learner must demonstrate the ability to: 1.1 Discuss the range of decisions to be taken 1.2 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

Business data, information and Knowledge

Forming business relationship

Decision-making

Information and knowledge needs

Types of Information System

Types of Information and Knowledge

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Sources of data and Information

Business Data, Information and Knowledge fundamental Concepts

Business Data, Information and Knowledge

Data

Knowledge

Range of Purposes

Planning

Monitoring and Controlling

Recording Transactions

Performance 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 data
The internal sources include: The accounting ledger Personnel and Payroll system Production departments data Marketing department data External Information: There are wide range of sources including the government, 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 the purpose for which it was collected is termed primary data. Primary data can be collected through the inquiry 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 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 organization may be formal or informal. Formal sources include statements from the organizations officials, published documents and company advertising. Informal sources include rumours, meetings with suppliers and customers and reports compiled for personal use.

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1.4: Customers and other stakeholders

The most valuable knowledge that an organization has is in the heads its people, and those of its stake holder, especially customers. However, people walk, so forward looking companies continually to seek ways of locking it in to their organization. The two complementary approaches are: Converting to it more explicit form Enhancing tacit knowledge flow through better human interaction
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2.0: The Types of Information and Knowledge Qualitative and Quantitative Tacit and explicit 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 measurable information- hard facts, numbers, weights and measures, percentages, statistics, estimates and specifications Examples of quantitative methods of gathering information include surveys, laboratory experiments, questionnaires, psychometric test and consulting and analyzing records

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2.1 Quantitative and Qualitative Information

Continued

Qualitative information is difficult (or even impossible) to measure in quantitative terms. It consists of facts about opinions, preferences and perceptions. Examples of qualitative information may be employee moral, motivation, customer loyalty, good will and attributes of the general public. Examples of qualitative methods are: case study research, participant observation, interviews and questionnaires, analyzing documents and texts produce by others, and the information gatherer's own impressions and reactions
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2.2: Tacit and Explicit Knowledge

Explicit: This is a formal and standardized and can be easily shared and communicated. For example, knowing the basics of how to drive a car is explicit. You could explain it to someone else. Explicit knowledge: in contrast, is easier to identify, can be stored as a written procedure or as a process in a computer system and is reusable in a consistent and repeatable manner for decision making.
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Tacit: Is personal and rooted in a specific context. Once you learn how to drive a car and have been doing it for some time, you develop certain techniques and driving becomes second nature. However this phase is more difficult to articulate. Tacit knowledge: is subconsciously understood and applied, developed from direct experience and action, and usually shared through highly interactive conversion, story telling and shared 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 constituted organizations, primarily by government departments and statutory authorities Governments collect data about their operations, usually for valid reasons, such as for efficient long and short term planning. Unofficial secondary data comprises all other forms of secondary 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 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 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. 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 Networking

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6. Increase Personal Networking

6.1 Personal Networking
Friends, Co-workers and people we socialise with

6.2 Stakeholders and useful contactsNetworking, Contacts, Referrals

6.3 Internal and External contacts

Network at work and Network outside the work

6.4 Direct or via mediaNetworking 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 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

Develop an understanding of the issues and Interests

Identify relationship between stakeholders

Identify additional stakeholders

Propose options for decision making strategies

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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 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 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 understanding other cultural groups and awareness of ones own cultural beliefs. Three forms of interacting and relating: Negotiating boundaries Communicating verbally and non-verbally Connecting across cultures
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Some points to note when identifying interacting and relating skills: Job-holders may need to carefully maintain boundaries using skills of negotiation and persuasion. This will have to be done ethically. Effective interacting and relating may need to be done not only with people who may have communication difficulties or impairments, but also with successful senior people. Adaptability is an important part of effective interacting and relating.

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Content 3: Chapter 8: Communication Processes

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The Process of Communication

Personal plan to Improve Communication Skill

Written and Telephone

Current Developments

Develop Communication Process

Internet and e-mail

Meeting and Conferences

Workshops and Training Events

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Objectives of the Study

After completing the chapter you should be able to: a. Report on existing process of communication in an organization b. Design ways to improve appropriateness c. Implement improvement to ensure greater integration of systems in communication in that organization d. Create a personal plan to improve own communication skill

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The Process of Communication

It 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 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.
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 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 Events

4.1 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 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-Mail

5.1 The Internet: Cyber space, The Net, Information Super-highway WWW (hypertext technology) Web Browsers HTTP Hardware & Software

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5.2 The Internet as a promotional communication: Advertising- Dedicated corporate sites, Web banners/button, Internet search engine Direct Marketing- E-mail, Permission Marketing Direct Response Advertising- Immediate Contact (Information/transaction facility) to follow up Sales Promotion- Online prize draws, Online discounts, 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, 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 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 Electronic Commerce. It means business transaction carried out online via the internet. A transaction bases web site (Virtual Warehouse) Supermarket, book store etc

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5.4 E-Mail- Fast, Economical, Evidence, world wide at any

time, complex documents can be prepared by using spread sheets,/graphics/photos etc. Features of outlook?????

5.5 Internet v/s Intranet v/s ExtranetTypical Intranet Content: Performance data, 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 replenished exactly when needed.

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WRITTEN COMMUNICATION
MEMOS REPORTS BULLETINS 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 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 concise Poor Drafting

DOs and DONTs (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

Dos and Donts (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 document is distributed

Dos and Donts (written)

cont...

DONT -- use this form of communication if writing is full of errors -- this reflects poorly on the writer DONT -- 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) 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 anyway Cant reach party in time to relay information Not everyone has voicemail

1.
1.

Messaging:
2. 3.

Voice mail SMS Paging Services

Call barring Conference call Call divert Integrated numbering VPN

2. Call Management
1. 2. 3. 1. 2.

3. Corporate Services

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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.

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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 people to achieve goals that are often poorly defines Interpersonal skills are the skills used in interactions and relationships between two or 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 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 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 messages underlying meaning 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 and feelings 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 receivers 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 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 Downsizing

Changing Communication
Higher Speed Wider access to information 24-7 global communication Interactivity & Multimedia Personalization
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8. Developing websites and mailing

7. Data warehousing and data mining

6. Databases

9. Access and dissemination

Improve System relating to Information & Knowledge

5. Information and knowledge management

1. Processing business data

4. Automation, rationalisation, re-engineering

2. Developing system- hard and soft properties

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3. Checkland's soft system, methodology

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Objectives
Report on existing approaches to the collection, formatting, storage and disseminating of information and knowledge Carry out appropriate changes to the collection, formatting, storage and dissemination of information and knowledge Implement a strategy to improve access to systems of information and knowledge
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1. Processing Business Data

1. Processing features
1. 2. 3. 4.

Collecting data in the first place Converting the data into information Updating the files to incorporate the processed data 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 When and from where should it be collected

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Members of Organization

Public

Stoke holders

Government and regulatory agencies

Dissemination Interpretation Output Data Collection Processing Competitors Action External data on economy, markets etc

Customers
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Organizations products and services

Internal Operations
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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 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 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-theshelf 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

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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 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 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 Presentation Judgement

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5.0 Information & Knowledge Management

5.1 Information Management 5.2 Knowledge Management 5.3 Where does knowledge resides 5.4 System and aid knowledge management 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 Databases
6. 1 Database: A database is a collection of data organized to service many applications. The database provides convenient access to data for a wide variety of user and user needs. Database Management System: DBMS is the software that centralizes data and manages access to the database. It is the system that allows numerous applications to extract the data they need without 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 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 Warehouse

Operational data 1 D a t a S o u r c e s Historical data 1 Historical data 2 Historical data 2 External Data 1 External Data 2
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Extract & Transform

Data Warehou se

Data Access & Analysis

Information Directory

Data mining Queries & Reports

Features of data Warehouse

Subject oriented- Focused on data groups such as customers, suppliers, products etc Integrated- data must be consistent Time Variant- Data stored in time slices Non-volatile- data can not be changed within the data warehouse. Only loading and retrieval process are 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 & Mailing

8.1 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 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 Issues

Design Issues Comments House Style Should be consistent with corporate identity guidelines & promotional messages Information should be relevant,, original and up-to-date How often visitors return to site and how long they spend time About Us page by providing the information about the company Should be equipped with virtual shopping kart, automatic email confirmation etc
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Interactively (and/or entertainment)

Stickiness

Credibility

Transaction efficiency

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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: 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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