Question 1

Explain how you might identify the learning needs of others to ensure efficient and defective use of an organisation's knowledge management system.

Question 2

Explain three state or federal legislative requirements that need to be considered when securing human, financial and physical resources for management system learning activities, and provide examples of each.

Question 3

Describe when organisational implications of new legislative requirements may fail the objectives required to undertake a management system learning activity.

Question 4

When organising or facilitating learning activities, why is it paramount that information is shared using the appropriate method of training?

Question 5

Describe how the support and promotion of an organisation's management system learning activities can have a positive impact on customer service expectations.

Question 6

What are the main objectives behind implementing and monitoring effective document management system learning activity outcomes?

Question 7

Describe when an organisation might review its training activities to meet new business demands or priorities.

Question 8

Explain why an information or knowledge management system needs to be monitored for compliance. List three laws relevant to the privacy and freedom of information when using an organisational system.

Question 9

Explain the importance of aligning and integrating existing data into organisational information systems, and provide one solution for dealing with integration issues.

Question 10

When mentoring or providing information sessions or workshops on management systems, why it is essential to collate information on an individual's achievements and performance?

Question 11

What recommendations might an organisation elicit from work colleagues in order to improve their work group behaviours and performance output?

Question 12

Explain a contingency that may arise within an organisation's management system. How will the organisation monitor and address performance issues that have occurred as a result?

Question 13

Explain when an organisation may analyse the effectiveness and limitations of its management system and when it may seek technical advice. Describe two components of the AAR.

Question 14

Why is it essential that an organisation refer to its organisational policies and procedure development when reviewing its business and operational plans?

Question 15

Describe a legislation change and its implication on organisational operations. How might the organisation ensure that its management system is dealing with this new change and its intended outcome?

Question 16

Read the case study then complete the three tasks that follow.

A US importer is a major supplier to several organisations. As part of their performance review they send out a survey to all their customers in an effort to highlight any problems they may experiencing. It is only after their customer survey feedback is analysed that the organisation is even aware they have a problem in their communication system (specifically, their telephone service).

Management had assumed communication was sufficient and the information provided to its clients was satisfactory. In reality, their customers feel frustrated when trying to get through as they are constantly being put on hold and then still have to go through the main switchboard before being connected to the area they need to liaise with.

1. Suggest three ways that the company could manage the problem with its telephone system.
2. List three ways you would assess the learning needs of the personnel who answer the phone.

Question 17

Consider an incident that has occurred, or may occur, in an organisation where information from the KMS could not be retrieved for some reason. This may be a customer inquiry, legal request, managerial request or personal reason. Using this incident report template, record the incident, actions and recommendations you would make.

Date	Incident	Consequence	Reported by
Action taken	Date modified
Modified by	Job title	Signed