1. Identify potential readons whg Qian Hu adopted the knowledge management system. Proposed THREE (3) knowledge management solutions to Mr. Kenney based on tbe potential reasons.(20 marks) 2. Apply the Balanced Scorecard to evaluate the effectiveness of the knowledge management system in the case above. (20 marks)

2 BBDM2123 KNOWLEDGE. & INNOVATION MANAGEMENT SECTION A (40 marks) Answer ONE (1) compulsory case study question. Question 1 Qian Hu Corporation and Knowledge Management (KM) Qian Hu Corporation Limited is a leading exporter of ornamental fish, exporting to more than 70 countries worldwide; together with other local farms it supplies more than 30% of the world's aquarium fish. As a home-grown company, Qian Hu has significantly helped Singapore to become the world's leading ornamental fish exporter and to be recognised as the world's ornamental fish capital. Key Drivers for the Adoption of KM Qian Hu recognised the importance of knowledge in its early days, when the entire stock of guppies and loaches was lost. Knowledge is integral to improving the organisation's operational efficiency, enterprise planning, and decision-making, and to creating value for stakeholders. Qian Hu's Executive Chairman and Managing Director, Mr. Kenny Yap, has actively spearheaded the adoption of KM in Qian Hu. He acknowledges that Qian Hu is a knowledge-based company. He said, "The ornamental fish industry is indeed a knowledge based industry. Therefore, managing the knowledge and enhancing it continuously is essential in sustaining our business. We must also ensure that the knowledge we gained over the years stays within the company regardless of staff turnover." Mr. Yap is instrumental in driving knowledge management in Qian Hu. One of his aims in adopting KM is to capture the knowledge, competencies, and experiences of his employees in order to avoid knowledge losses in case an employee decides to leave the organisation. The aim of KM is to learn from experience-based knowledge and subsequently transfer it into the creation of new knowledge in the form of new products and/or service innovations. Qian Hu's mission is to create shareholders' value by becoming a world-class ornamental fish and accessories company. Qian Hu believes that value creation and innovation are realised through systematic management of its intellectual capital. This will enable the company to achieve competitive differentiation through the development of innovative and quality products and services that add value to customers. By leveraging its organizational knowledge assets, Qian Hu aspires to effectively deliver product knowledge, quality, timeliness, and value for money to its customers. KM Results Qian Hu recognises that KM not only has upgraded the skills and knowledge of its employees but also has improved the service level, increased productivity, and enhanced profitability. To track and measure KM results, and to ensure a positive impact on productivity and innovation, the company's key performance indicators (KPIs) are tracked, monitored, and reviewed in various venues such as monthly management meetings of the various business sectors and functional groups, corporate management meetings, and the like. Employees can also instantly access the measurements of the company's local and overseas operational, inventory, financial, and sales performance that affect the organisation's bottom line. The data and key performance indicators are used to make effective decisions on a timely basis. Performance reviews of key management support processes such as quality assurance and information systems are also conducted periodically to evaluate process effectiveness. Performance variances, if any, are then examined, and changes are made to the relevant organisational components to ensure that corporate knowledge processes are effectively managed and add value to Qian Hu. Qian Hu's Customer Relationship Management (CRM) system is integrated with KM and provides a platform for global networking and knowledge-sharing among its various stakeholders such as investors, customers, suppliers, experts, hobbyists, academics, and even competitors. This question paper consists of 4 questions on 4 printed pages