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BIS541 Information Systems Management Developing a Knowledge Management (KMS) OR a Customer Relationship Management System (CRMS) for a Small Business Assignment 2, S2, 2022 (Group of 2/3) Due Date: Friday week 12 As per the Appendix below, Management Information Systems (MIS) is categories into diverse systems where each is designated for different levels of management and/or different applications within an organization. Assignment 2 will address two of the fast-growing types of information systems management, namely Knowledge Management Systems (KMS) and Customer Relationship Management Systems (CRMS). The appendix introduces what these systems are their benefits to organizations, their categories as well as a general overview about their challenges, use and benefits. Your assignment (2) is to build a KMS OR a CRMS (Choose only one NOT both) for either of the followings: 1- small clinic (small medical centre), 2- a small privately-owned hotel, 3- or a privately-owned travel agency. This will be achieved by understanding the appendix’s explanations about KMS as well as your own research on CRMS and the lectures explanations. You must assume that the business of your choice has NO KMS or CRMS and you have to develop a KMS OR CRMS from scratch for the business. You must base your system on the specifications in the appendix document and on discussion with your lecturer at early stages so that you complete your assignment successfully. In your assignment you must include, but not limited, the followings: 1- A description of the business 2- The data sources and the data types of the business 3- Why knowledge or customers information are important for the business (administrative, customer, suppliers etc.,)? 4- What are the steps to be followed in building the KMS OR CRMS? 5- Who will benefit from the KMS OR CRMS? 6- Develop a framework to show the process of your KMS OR CRMS. 7- There could be other aspects you might want to include in the assignment. If in doubts, discuss with the lecturer APPENDIX (Adapted from: Management Information Systems: In Business, in Academia, and in the Future, Smartsheet) Categories of Management Information Systems Management information system is a broad term that incorporates many specialized systems. The major types of systems include the following: · Executive Information System (EIS): Senior management use an EIS to make decisions that affect the entire organization. Executives need high-level data with the ability to drill down as necessary. · Marketing Information System (MkIS): Marketing teams use MkIS to report on the effectiveness of past and current campaigns and use the lessons learned to plan future campaigns. · Business Intelligence System (BIS): Operations use BIS to make business decisions based on the collection, integration, and analysis of the collected data and information. This system is similar to EIS, but both lower level managers and executives use it. · Customer Relationship Management System (CRM): A CRM system stores key information about customers, including previous sales, contact information, and sales opportunities. Marketing, customer service, sales, and business development teams often use CRM. · Sales Force Automation System (SFA): A specialized component of a CRM system that automates many tasks that a sales team performs. It can include contact management, lead tracking and generation, and order management. · Transaction Processing System (TPS): An MIS that completes a sale and manages related details. On a basic level, a TPS could be a point of sale (POS) system, or a system that allows a traveller to search for a hotel and include room options, such as price range, the type and number of beds, or a swimming pool, and then select and book it. Employees can use the data created to report on usage trends and track sales over time. · Knowledge Management System (KMS): Customer service can use a KM system to answer questions and troubleshoot problems. · Financial Accounting System (FAS): This MIS is specific to departments dealing with finances and accounting, such as accounts payable (AP) and accounts receivable (AR). · Human Resource Management System (HRMS): This system tracks employee performance records and payroll data. · Supply Chain Management System (SCM): Manufacturing companies use SCM to track the flow of resources, materials, and services from purchase until final products are shipped. Types of MIS Reports At their core, management information systems exist to store data and create reports that business pros can use to analyze and make decisions. There are three basic kinds of reports: · Scheduled: Created on a regular basis, these reports use rules the requestor has provided to pull and organize the data. Scheduled reports allow businesses to analyse data over time (e.g. an airline can see the percentage of lost luggage by month), location (e.g. a retail chain can compare sales figures from different stores), or other parameters. · Ad-hoc: These are one-off reports that a user creates to answer a question. If the reports are useful, you can turn ad-hoc reports into scheduled reports. · Real-time: This type of MIS report allows someone to monitor changes as they occur. For example, a call center manager may see an unexpected spike in call volume, and find a way to increase productivity or send some of the calls elsewhere. What Is Knowledge Management? Knowledge management (KM) is the process(es) used to handle and oversee all the knowledge that exists within a company. Knowledge management relies on an understanding of knowledge, which consists of discrete or intangible skills that a person possesses. The field of knowledge management identifies two main types of knowledge. Explicit knowledge is knowledge or skills that can be easily articulated and understood, and therefore easily transferred to others (this is also called formal or codified knowledge). Anything that can be written down in a manual - instructions, mathematical equations, etc. - qualifies as explicit knowledge. Tacit knowledge, by contrast, is knowledge that is difficult to neatly articulate, package, and transfer to others. These are usually intuitive skillsets that are challenging to teach, such as body language, aesthetic sense, or innovative thinking. (A third knowledge type is implicit knowledge, which is information that has not yet been codified or transferred, but that would be possible to teach. Implicit knowledge is different from tacit knowledge, which is unlikely to be able to be codified. For this article, however, we will primarily discuss explicit and tacit knowledge.) You can break these knowledge types down further into four categories: Factual Knowledge is measurable, observable, and verifiable data. Conceptual Knowledge relates to perspectives and systems. Expectational Knowledge is knowledge rooted in expectations, hypotheses, or judgments. Methodological Knowledge deals with decision-making and problem-solving. Knowledge management enables organizational learning, a concept where companies are invested not only in the reliable, expert production of a product or service, but in the knowledge that underlies these production processes. Companies devoted to organizational learning are interested in maintaining and building upon internal knowledge at an organizational level - not just helping individuals accrue special skills, but ensuring that this knowledge is available to and dispersed throughout the workforce. As one Massachusetts Institute of Technology (MIT) paper states, the core goal of knowledge management is to connect “knowledge nodes” - those with knowledge and those seeking knowledge - to ultimately increase the knowledge within an organization. Within that goal, the authors identify four objectives of KM: to capture knowledge, to increase knowledge access, to enhance the knowledge environment, and to manage knowledge as an asset. Ultimately, knowledge management is an integrated system of accumulating, storing, and sharing knowledge within a team or organization. KM consists of several components, as well as strategies to implement it successfully - we’ll delve deeper into these later in the article. Who Uses Knowledge Management? Knowledge management can be implemented enterprise-wide across a number of industries. However, the way you implement KM might change depending on factors such as industry and company size. KM is often used differently for small vs. large organizations, however. Small (and/or young) companies must carve out a competitive market advantage early on, and therefore benefit from KM by codifying and storing internal knowledge from the get-go. Large organizations - even those with unwavering strength in their market - use KM to act quickly in the digital age, where business changes constantly and often without warning. Without a reliable system to store existing knowledge and accumulate new knowledge, it would be difficult to react to these market changes. However, both large and small companies can benefit from KM because it treats the knowledge that every individual brings as an asset, so employees feel respected for their skills in the workplace. For those looking to implement knowledge management in a specific department, you can also tailor the practice to sub-fields. Other than enterprise KM, knowledge management is most commonly implemented in IT/information systems and science, organizational management, business administration, human resources management, content management, or for personal use. What Is a Knowledge Management System? A knowledge management system is any technology that is used to store and manage knowledge - essentially, a tool to oversee knowledge management. However, a successful knowledge management system also taps into the underlying goals of KM: codifying knowledge, retrieving knowledge, improving collaboration, and stimulating overall organizational learning. Knowledge management systems have evolved from a useful tool to optimize KM processes to an integral component of KM itself. Today, organizations rely on KM systems to perform many of the functions of knowledge management - data storage is an obvious example, but technology systems can also help foster collaboration and group learning, among other objectives. There are several emerging features in contemporary knowledge management systems. Here’s a look at some of the most prominent ones: · Content and document management: This is a critical component because codifying knowledge almost always results in documentation (or another form of created content). When choosing a KM system, make sure the platform can support the file size, type(s), and volume that you need. This is especially important for enterprise companies who will need to store massive amounts of data, and scale regularly. (For this functionality, look for enterprise portals.) · Lessons learned databases: These are systems that aim to make intangible (often tacit) knowledge clear and available to other users. The focus with lessons learned databases are as the name implies: on lessons learned by experts that others should follow (think of it as best practices). The key here is to find a database that can house this kind of qualitative information and make it accessible. · Groupware: As we’ve discussed, collaboration is a key component of KM. Groupware refers to any collaborative work platform, and is usually intended for workers who need to communicate remotely. Groupware is broken down into two categories: synchronous groupware (collaborate and update in real time) and asynchronous groupware. · Artificial Intelligence (AI): The adoption of AI (as telepresence) into KM systems replaces the human consultants that had been analysing the data and monitoring the KM processes. Today, cognitive computing, adaptive technology, and intelligent filtering tools, in particular,