MITS5505 Knowledge Management
Due date: 3rd May 2020
This assessment item relates to the unit learning outcomes as in the unit descriptor. This
assessment is designed to assess following learning outcomes:
This assessment covers the following LOs.
LO1: Understand, create and use knowledge management solutions that contribute towards cost
savings and improved productivity of an organization.
LO2: Appraise how and why knowledge management solutions might have different performance
impacts, depending on the circumstances by evaluating the key factors and their nature of impact on
LO4: Apply and integrate appropriate KM components to develop effective knowledge management
These instructions apply to Case Study only.
Answer the questions based on a case study given below:
Case Study 1 (Total 5 Marks)
One of the IT Support experts have been interviewed to get knowledge about troubleshooting the printer
installed in the workplace. By codifying and transferring this knowledge to the other staff members in the
company will make it easy for them to troubleshoot the printer without the need of the IT Support person,
at least in the early stages. After capturing the knowledge from the IT Support expert, the following report
has been created:
• If the printer does NOT print, the red light is flashing, and the printer is recognised by the
computer then check for paper jam or ink.
• If the printer does NOT print, the red light is NOT flashing, and the printer is NOT recognised by
the computer then check the computer-printer cable connection.
• If the printer does NOT print, the red light is not flashing then the technical support person should
To make this knowledge easy to use by the staff members it should be codified.
a) Codify this knowledge by utilising decision table technique.
b) Convert the produced table into a decision tree.
Case Study 2 (Total 10 Marks)
a) A company is about to lose two of its key people due to retirements. One individual is
highly outgoing, very social and has been actively involved in a variety of training
activities. The other individual prefers to be given a list of questions that he will have to
answer before each interview and seems fairly reluctant to embark upon the project.
Outline a knowledge capture strategy for each of these individuals. How approach will
be differing? What do you anticipate to be the major obstacles with each of the persons
involved? How would you select the best techniques considering these obstacles?
b) The same organization has also requested a long-term knowledge continuity strategy to
ensure that knowledge is not only captured from key departing individuals but that this
knowledge is coded and retained in organizational memory systems. Outline how you
would develop and implement such a strategy. Describe the key techniques you would
use and justify your selections.