1. Manage Information/Knowledge management system
BSBINM501A part5
Trainer: Kevin Chiang

2. Learning Outcomes Actively seek feedback
Review the contribution of information to decision making and implement appropriate modifications to collection processes
Identify and document future information needs and incorporate in modifications to collection processes

3. Actively seeking feedback
Internal Feedback – from your colleagues
Feedback about the amount and quality of information gathered is very important to improve the collection process and help management make accurate decisions.
Valuable time can be wasted if the information:
Does not match what was asked for
Contains irrelevant contents
Not sufficiently detailed
Difficult to understand, inaccurate or out of date
Does not support with appropriate examples

4. Actively seeking feedback cont.
Feedback from customers
Organizations need information from their customers about:
How they are performing
The quality of the goods and services they offer
How they can improve

5. Mountain Shoes Goods return form
Actively seeking feedback cont.
Feedback from unsold or returned goods:
Customers return goods when they are not satisfied with the quality or performance. By keep a record of the complaints and returned goods, an organization can identify where it needs to improve.
Mountain Shoes Goods return form
Product
Description of fault
Resolution
Signed
“Sure foot” Runner
Sole came loose after three wears
Sent out new pair, contacted manufacture MW
“Blue Lagoon” sandals
Broken strap
Returned to manufacture CM
“Dorothy” causal
One shoe different size
Replaced with right size RC

6. Actively seeking feedback cont.
Feedback from quality assurance data
Feedback from audit documentation and reports

7. Reviewing information
Reviewing procedures
Reviewing the quality of information
Reviewing the collecting process
Reviewing information needs
Reviewing how information is used, organized and presented
Reviewing how information is maintained, updated and stored

8. Identifying future needs
Example:
An organization once relied on personal contact with its customers but now distributes feedback form through the post
A bookshop now sell books over the internet and keeps records of all customers’ credit details
Due to increased competition, an organization needs more regular information from customers about their needs and expectation.

9. Conduct an information needs analysis
Conducting an information needs analysis will provide you with a framework with which you can proactively plan for the future.
A needs analysis really asks two main questions:
What information do we have now?
What information do we want to have?

10. Documenting future needs
The results of an information needs analysis and review are recorded and used to make decisions.
One useful method of recording this information is to create a template, or standard form.

11. Conduct an information analysis
Simon’s office has received a new document shredder. He notices that few people use it properly and are at risk of suffering injury. Some male employees have complained that their ties have been caught in the shredder. Simon is concerned and decided to do something about it.
What information could Simon provide to reduce the risk of injury from the shredder?
Where might Simon find the information to help him?
How can he ensure the information provided is accurate and reliable?
What would be the best way to present this information?

12. Questions?