Manage knowledge management system

By Support

Manage an information or knowledge management system

Assessment Task 1 Instructions

King Edward VII College was established in 2010. The College is based in Melbourne CBD and offers a range of courses in management, marketing, human resources and international business. It currently has around 500 students enrolled across all of its courses.

The College is very popular due to its competitive pricing structure, great teaching staff and state of the art facilities. The college has a warm and embracing culture which is collaborative in nature and a strong bond amongst its team members and this culture permeates through the business and is attractive to new staff and students alike.

Due to its success, the College plans to establish two additional campuses, one in Brisbane and one in Sydney. The Brisbane campus will commence in October 2020 and Sydney in early 2020. Campus locations are already in place, with the process being overseen mainly by the CEO and Finance Manager. No staff have been employed as yet, but it is anticipated that each campus will require a receptionist, a student services officer and 4 trainers.

All other staff functions will be completed by existing staff at the Sydney campus until such time as student numbers increase substantially. It is anticipated that maximum student numbers at the new campuses will be up to 50 students per campus. The College currently employs 24 staff members. Positions can be seen by viewing the company’s organisational chart.

There have recently been discussions around setting up completely online courses, looking into virtual classrooms, webinars and online cloud-based assessment systems to move the college away from paper- based filing systems for the new campuses. Ideas that came out of a recent management meeting include questions about whether the college should investigate web chats for student learning support.

The strengthening of the learning management system is a strategic priority for the college because of its relevance to both improving learning outcomes and ensuring effective and efficient education systems that align and respond to the needs of the future workforce.

All workstations currently have Windows 7 and Office 2010 installed on all computers. The network operates using Windows Server 2008 (R2). PCs are all approximately 6 years old. There is no cloud system in place and staff and learners of the RTO can only access data at work through the colleges on campus computers.

A number of training staff are expected to increasingly work in multiple locations due to the establishment of the new campuses. The CEO is in discussions with the HR department around flexible working arrangement strategies and policies to improve staff retention and demonstrate to their staff that they live their values.

The CEO believes with the introduction of online and blended learning, trainers could work from home to mark assessments and even deliver training.

Complete the following activities:

  1. Develop a briefing report

You are required to complete a briefing report for the CEO of the college that provides information on the potential options for the company’s business systems.

Begin by reviewing the following documents:

  • Strategic and Operational Plan
  • Organisational Chart
  • Legislation and Regulations Register
  • Needs Analysis

Then write a briefing report that includes the following:

  • A detailed analysis of current organisational goals, operating systems and the industry/market environment within which the organisation is
  • An outline of the current organisation culture and current systems of the business. Review the organisational structure and identify the key stakeholders who may be impacted by a systems innovation and the key stakeholders who could play a role in conceptualising and supporting systems innovations
  • An outline of the current target market of the college and compare with typical markets of RTOs in Melbourne (discuss additional markets that King Edward is not engaged with).
  • A competitor analysis on at least three of King Edward College’s direct competitors in the Melbourne area who are also offering e-learning and online course Compare and contrast the business processes and methods of delivering their students a learning experience.
  • A needs analysis that identifies and gives an outline of the current needs of the learners in relation to the business’s learning management
  • A review of the needs analysis and identify and outline the needs of the key administration and training staff in relation to innovating the business’s learning management
  • Relevant legislation at state and federal level that learning management systems within the business, especially, regarding freedom of information codes of conduct, and the national standards in regard to privacy, freedom of information and knowledge
  • Compare and contrast King Edwards’ current business operations against the findings of the competitors, identify and summarise the gaps the college currently has in competing in the current market in relation to their student offerings and
  • Outline the resources required to support system changes within the
  • Identify the internal and external information sources used in this
  • Suggest at least two new and innovative ideas that will ensure that work practices and processes are continuously improved

Use the Briefing Report Template to guide your work.

When completed, submit your report to the CEO (your assessor).

Assessment Task 2: Conduct coaching and mentoring

Task summary
You are required to conduct a coaching and mentoring session with a team member who has used the new learning management system and experienced a system failure.

This assessment is to be completed in the simulated work environment in RSB.

• Access to textbooks and other learning materials
• Computer with Microsoft Office and internet access
• Systems Feedback Report Template
• Strategic and Operational Plan
• Information Policy and Procedures
• Customer Service Policy and Procedures

• A written request to the LMS Developer (assessor), seeking technical help.
• Systems feedback report

Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.

Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

Assessment Task 2 Instructions

The College used your Briefing Report to research and review, select and trial a Learning Management System (LMS) for an 18-month period. The College has been using the LMS for three months now.

Due to your success and contribution as Learning and Development Assistant, you have been promoted to Learning and Development Manager as the previous one has moved on. As part of your new role you are to ensure the successful implementation of the Learning Management System and develop further business systems to support its implementation.

To date, the college has experienced a few complaints from learners and trainers on issues in the assessment section of the system. The CEO has sent you an email request that you conduct a coaching and mentoring session with a key staff member, Jimmy Grove. The session will be used to help you attain feedback on the implementation of the learning management system in order to help you in planning and implementing a learning and development plan to encourage staff to embrace the business systems and foster innovation in the workplace.

Jimmy is the Head Trainer and Training Manager. Whilst Jimmy does undertake training with students, his primary role is to motivate, train and manage the other 14 trainers in the college. Unfortunately, Jimmy is losing his motivation to motivate his staff in the new system as he too has experienced the issues with it and is tiring from his staff continually complaining about the assessment section of the system.

The CEO would like you to work with Jimmy to problem solve some of the key issues the trainers have been experiencing in the new LMS by working with Jimmy to brainstorm and develop a learning and development strategy to overcome the issues.

The keys issues staff have been experiencing are a result of them not following workplace procedures:

  • Staff have been locked out of the ICT staff have determined this is a result of the computer privacy procedure not being followed.
  • The computer privacy policies and procedures require staff to reset their access password every 6 If the password isn’t reset within the required timeframe (1 week from the password request being sent) the staff are locked out of the system. This causes significant staff down-time.
  • Trainers haven’t been saving the grades of their students into the system when they have marked their work, as a result, students think their work hasn’t been marked and have been This is also causing issues with the data migration from the learning management system into the other business systems, as the data being migrated isn’t accurate.
  • Trainers have been marking students work in the system without providing feedback to the

The college’s new marking policy and procedures outlines that trainers must mark all of the students work within the learning management system and provide detailed feedback to their students.

Complete the following activities:

  1. Conduct a coaching and mentoring session with the Training Manager

Jimmy Grove (Assessor) is the Head Trainer and Training Manager, who has used the new learning management system and experienced a system failure.

The purpose of the coaching and mentoring session is for you to facilitate a learning experience, whilst attaining vital feedback from a key business stakeholder on the performance of the system implementation.

Prior to carrying out the meeting, review the following company documents to ensure that you are familiar with them and can discuss them with the Training Manager when necessary.

Within your coaching and mentoring session, you must:

  • Ask the team member for feedback on his experience with the Learning Management
  • Support the learning management system by assisting the trainer to address any issues or problems they have faced with the
  • Address the multiple system implementation issues the trainer reveals through using mentoring techniques; provide feedback and suggestions to improve the trainer and his team’s work practices and processes. Suggestions should include the implementation of business procedures as mentioned
  • Use mentoring techniques to provide feedback and recommend suggestions to improve the trainer and his team’s work practices and
  • Analyse the impact of the new system on the trainers, resources and organisational policies and procedures
  • Explain organisational policies and procedures including:
    • Records management
    • Information management
    • Commercial confidentiality
    • Customer service
  • Reference the policies and procedures relevant to the information system and ensure they have been implemented
  • Use coaching techniques to brainstorm with Jimmy a range of potential solutions including a new learning and development system which will be used to support the LMS including staff learning and development opportunities that will:
    • Assist staff to embrace changing systems
    • Encourage staff to innovate in the workplace

During the coaching and mentoring session, you will need to demonstrate effective communication skills including:

  • Speaking clearly and concisely
  • Using plain English to ensure that terminology can be understood by Jimmy
  • Using non-verbal communication to assist with understanding, rapport building and relationship development
  • Asking probing open questions to make sure attendees understand the information
  • Responding to questions as required
  • Using active listening techniques to confirm understanding
  • Using positive, future-focused language and questions

After the coaching session you will be required to develop the learning and development plan and conduct a training session from within it.

  1. Seek technical specialist support

After your coaching and mentoring session, one of the trainers has come to you with an innovative solution to the grading issue. This following is a transcript of what the trainer suggested to you.

“I know that the grading issue could be resolved by trainers following the business procedure and saving the grade before they exit the learning management system or click to another screen, but I was thinking how useful it would be if the learning management system had an auto save function. That way we wouldn’t have to remember to save. It would also prevent any further issues with the internet timing out before we have the chance to save the grade.”

To investigate if this is a viable solution, you will need to seek technical specialist help from the Learning Management System (LMS) Developer.

Do this by submitting an email to the LMS Developer (your assessor), seeking technical help. Your request should ask if this is possible.

  1. Document the findings of the coaching and mentoring session in a systems feedback report

The CEO has requested you document the findings of the coaching and mentoring session by preparing a feedback report in alignment with the Operational Plan and Meeting Policies and Procedures.

In preparing your report, review Strategic and Operational plan and identify based on the feedback you have received, the system’s ability to meet the operational objectives.

Your report should include a summary of the overall feedback given by Jimmy including:

  • The strengths of the system
  • The limitations of the system
  • Two or more recommendations to address the limitations including at least one way to improve the system and one learning and development opportunity to improve the staff’s attitude towards the system

Use the Systems Feedback Report Template to complete this task.

When completed, submit your feedback report to the CEO (your assessor).

Assessment Task 3 Instructions

The CEO has sent you an email, congratulating you on your hard work on the coaching and mentoring session and a comprehensive Systems Feedback Report. In the email the CEO confirmed they liked your innovative ideas on improving the system and engaging staff.

The CEO would now like you to expand your ideas of staff engagement by developing a learning and development (L&D) Operational Plan that can be implemented over the next 12 months to support the implementation of the new system and continue the LMS Trial.

The purpose and goals of the plan is to:

·         Improve the attitudes of training staff towards the new system
·         Conduct monthly learning activities educating training staff of the features and functionality to the system
·         Improve the efficiencies of training staff using the system
·         Improve staff awareness and use of organisational policies and procedures.

The CEO has given you a budget of $20,000 to roll out the learning and development opportunities which is to cover the business resources. As the Learning and Development Manager you will be designing and delivering all of the learning activities which will remove the need to budget in development and delivery costs into your plan as these are covered in your current wage.

The CEO would like to see you enhance your learning and development activities by incorporating the external assistance of the learning management system themselves.

Complete the following activities:

  1. Design and develop a new learning and development system for the

Using the Learning and Development (L&D) Operational Plan template, design and develop a new learning and development system to be implemented to support the implementation of the new learning management system.

Use your briefing report, the systems feedback report and the CEO’s feedback, evaluate the coaching, training and overall learning needs of the people using the learning management system.

Use the Learning and Development Planning Template to develop your plan. Within your plan you must identify the resources required, supportive timelines and responsibilities of the relevant staff and a communication strategy to support the L&D activities.

In your planning, support the CEO’s identified need for external assistance in enhancing the learning and development activities, incorporate external assistance with the training and development activities into your learning and development plan.

Your learning activities must include three or more different learning activities to be rolled out over 12 months including a monthly learning session and a coaching session, that supports the efficient usage of the learning management system.

When completed, submit your plan to the CEO (Assessor) to seek approval for the usage of the human, financial and physical resources.

The CEO approved your Learning and Development Operational Plan.

Since implementing the Learning and Development Operational Plan you have received feedback from both the learners and the CEO. You have been asked to suggest improvements to the Learning and Development system, to better align with organisational goals and supportive policies and procedures.

Review the feedback you have received and make adjustments to your Learning and Development Operational Plan to reflect the feedback received.

  1. Revise and update the learning and development operational

Based on the feedback you have received from the CEO (assessor) adjust your Learning and Development Operational Plan to incorporate the feedback you have received.

Save the revised plan as Revised Learning and Development Operation Plan.

When completed, submit your revised plan to the CEO (your assessor) for their approval.

  1. Consult staff on the new Learning and Development Operational Plan

The CEO has approved your revised plan and request you now share it with the rest of the college.

Send a group email to all staff of the college (your assessor), informing them of the new Learning and Development Operational Plan to be rolled out.

The body of your email should include a basic overview to of the system and refer the staff to read the Learning and Development Operational Plan for further information.

Attach the Updated Learning and Development Operational Plan.