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We appreciate your visit to Instructions Read and analyze the items carefully Identify which technology that supports knowledge management is being described in each problem Then evaluate its importance 4. This page offers clear insights and highlights the essential aspects of the topic. Our goal is to provide a helpful and engaging learning experience. Explore the content and find the answers you need!

Instructions:

Read and analyze the items carefully. Identify which technology that supports knowledge management is being described in each problem. Then, evaluate its importance. (4 items x 10 points)

1. The General Services Administration (GSA) was established in 1949 to streamline the administrative work of the federal government. The GSA's Office of Citizen Services and Innovative Technologies supports eight different communities of practice that focus on topics such as crowdsourcing, citizen science, and mobile government. Recently, the agency founded an interagency Community of Practice (CoP) focused on improving the delivery of government services. The Customer Experience Community of Practice (CX-COP), which has close to 600 members from more than 140 federal, state, and local U.S. government offices and agencies, provides government customer experience professionals a hub where they can gather - both online and in person - to ask questions, share best practices, and collaborate.

2. Westwood Professional Services, Inc., a Minnesota-based engineering and survey firm, recently conducted an organizational network analysis of one of its business units, which had been experiencing extensive change due to rapid growth. Through the analysis, the company was able to determine which employees within the business unit were connecting most frequently and the extent to which members of different subteams were collaborating. The company used the results of the analysis to develop targeted team-building initiatives and reevaluate its organizational structures to ensure they continued to support information sharing and creative problem-solving - both high priorities for the company.

3. HanseMerkur Krankenversicherung is a German health insurance company. The firm developed a Business Rules Management System (BRMS) to replace the time-consuming manual processes required to confirm insurance coverage with an automatic reconciliation of the information extracted from invoices (contract type, service submitted, insured party, billing amount, etc.). Automation of this and many of its other billing processes enabled HanseMerkur to maintain its level of service with no increase in staff even though the number of customers tripled from 366,000 to 1.2 million over the course of six years.

4. Founded in the 1890s as a printing press manufacturer, Harris Corporation now generates $1 billion in annual revenue through the sale of communication services and systems to clients in a wide range of industries, including avionics, defense, energy, government, healthcare, and transportation. Harris employs more than 15,000 people across 125 countries, including 3,000 engineers in the Government Communications Systems Division (GCSD). GCSD implemented a unified enterprise search platform that allows engineers to search various company databases, file shares, SharePoint sites, and the company intranet using one search engine. Access permissions are granted through the system on a "need-to-know" basis. The search engine indexes document files as well as videos, which the company uses extensively to record meetings and training sessions. The software has cut down on the time engineers spend looking for relevant information; enabled faster, incremental innovation that is built on the knowledge accrued through previous projects; and increased collaboration among employees in different offices.

Answer :

Here are the technologies that support knowledge management as described in each situation:

  1. Community of Practice (CoP): The General Services Administration (GSA) has established a Customer Experience Community of Practice (CX-COP) which is a hub for government customer experience professionals to collaborate, share best practices, and ask questions. This technology is significant because it fosters a collaborative environment for large groups to improve service delivery. It supports knowledge management by providing a platform for continuous learning and sharing of expertise, which enhances overall efficiency in government operations.

  2. Organizational Network Analysis (ONA): Westwood Professional Services, Inc. used organizational network analysis to study connections and collaborations within a business unit. This analysis identifies patterns and key influencers within an organization, guiding team-building initiatives and organizational restructuring. It helps in knowledge management by ensuring effective information flow and fostering collaboration, critical for creative problem solving.

  3. Business Rules Management System (BRMS): HanseMerkur Krankenversicherung implemented a BRMS for billing process automation. This system automates processes that were previously manual, enabling the company to handle increased workload without additional staff. Its importance lies in enhancing operational efficiency, reducing errors, and freeing up staff for more complex tasks. It also helps in maintaining consistent standards and facilitates scaling without proportional increases in resources.

  4. Unified Enterprise Search Platform: Harris Corporation's Government Communications Systems Division implemented a unified enterprise search platform, allowing engineers to easily search across various databases and resources. This system is critical for knowledge management as it reduces time spent searching for information and promotes faster innovation by building on past knowledge. It also increases cross-office collaboration, ensuring that valuable information from one project or division is accessible for solving problems in another.

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