Knowledge Management

Table of Contents

Information of RTA Case Study3

Business Issue3

Alternate Methods for Problem Identification4

Sources for Identification of Issue5

Analyze Information and Knowledge6

Analysis of Project's Objectives6

Types of Information Collected by the Company7

Evaluation of Information7

Decision Making on Business Issues9

Risk Management Planning9

Information Availability, Validity and Reliability11

Quantitative and Qualitative Methods11

Meeting Organizational Guidelines, Objectives and Values12

Disseminating Information to Company13

Updating of Databases and Documentation13

Information Supply in the Designing and Testing of System13

Review and Updating of Communication14

Use of Technology15

Security Systems for the RTA Knowledge Management System16

References17

Knowledge Management

Information of RTA Case Study

RTA (Road and Transport Authority) Australia (now renamed as Roads and Maritime Services), is a government agency which is responsible for the carrying out numerous public service activities. It provides services of evaluating and granting licenses to drives (RTA, 2012). It is also responsible for the registration and inspection of vehicles according to Australian Law. The agency carries out management of road network so that time of travelling remains consistent and economical. The company all is all manages the state and national road networks as well as regional roads. Tunnels, major culverts and bridges are also managed by the agency along with traffic facilities and signals.

Business Issue

RTA had a lot of public interaction, which it facilitated with the help of call centers, located at different locations. In order to provide more responsive services and increase the efficiency of the call center operations, RTA consolidated their call center operations in a single place having 150 call center agents (Klein, 2012). The Newcastle Call Center was established in short span of time which saw inexperienced users coming in who had little information about the agency.

The agency faced business issue of providing newly appointed call center operators with the effective information so that they can carry out their job. The new center also had new work structure, environment and management which the users had to be briefed besides making a large amount of information available to them easily.

Alternate Methods for Problem Identification

RTA and the consulting company could have employed numerous techniques which help the management in identifying the problem and developing a solution for it. A problem causes numerous effects and it is very common for the management to take the effect as the source of the problem (Kendrick, 2010). The management then carries out which is described as treating the symptoms, and the core problem remains intact. This either causes more problems or resurfacing of the original problem again. It is therefore essential to ascertain the root cause of the problem and this requires in depth analysis of the problem. All stakeholders and other staff are brought on board to discuss the issue in detail and triangulate the source of the problem.

Many scholars have proposed methods which help the management in finding the core problem and developing a solution for it. Cause and Effect analysis or Fishbone diagram is often used by the managers and engineers as it provides a good way to find underlying factors resulting causing the problem (see figure 1)(Kendrick, 2010).

Figure 1: Cause and ...