Information Systems Analysis Assignment 2013
NCC Education Limited
Information Systems Analysis
Call Centre
March 2013
Friday 1st February 2013
Table of Contents
1 Information Systems Analysis and Methodologies
1.1 Definition of Knowledge Management System (KMS)
According to HowTo.gov (2012) a knowledge management system is a ‘computerized system designed to support the creation, storage, and dissemination of information.’ An organization uses this kind of information system to organize data and information electronically rather than manually, as this is inefficient and disastrous to the organization. This system is also used to improve communication between departments. This system contains a structured repository for holding information, i.e. a database, and employs a variety of search tools, enabling the system users to find answers to their questions efficiently.
1.2 Components of a KMS
There are seven (7) components:
1.2.1 Strategy
Part of the organization’s key issues and needs should be the KMS, so it can give a framework for addressing these.
1.2.2 Actors
Central to the KMS is people (the users). There are different roles for carrying out various activities involved in a KMS.
1.2.3 Infrastructure
In order to work properly, a KMS must have a structure.
1.2.4 Functionality
A KMS enhances projects that are knowledge-intensive e.g., creation (or acquisition), evaluation, organization, distribution, maintenance, edition and application of knowledge.
1.2.5 Delivery
A KMS requires a knowledge management service
1.2.6 Content
A KMS will store content to aid in functionality
1.2.7 Continuous Improvement
A KMS will be continually reviewed and maintained to ensure it meets business requirements.
1.3 How does a KMS work? (in relation to call centre)
Knowledge Management Systems as stated by eHow.com (2013) ‘provide customer service operators with a great deal of information about each customer.’ The information include open orders, billing, inquires and
Information Systems Analysis
Call Centre
March 2013
Friday 1st February 2013
Table of Contents
1 Information Systems Analysis and Methodologies
1.1 Definition of Knowledge Management System (KMS)
According to HowTo.gov (2012) a knowledge management system is a ‘computerized system designed to support the creation, storage, and dissemination of information.’ An organization uses this kind of information system to organize data and information electronically rather than manually, as this is inefficient and disastrous to the organization. This system is also used to improve communication between departments. This system contains a structured repository for holding information, i.e. a database, and employs a variety of search tools, enabling the system users to find answers to their questions efficiently.
1.2 Components of a KMS
There are seven (7) components:
1.2.1 Strategy
Part of the organization’s key issues and needs should be the KMS, so it can give a framework for addressing these.
1.2.2 Actors
Central to the KMS is people (the users). There are different roles for carrying out various activities involved in a KMS.
1.2.3 Infrastructure
In order to work properly, a KMS must have a structure.
1.2.4 Functionality
A KMS enhances projects that are knowledge-intensive e.g., creation (or acquisition), evaluation, organization, distribution, maintenance, edition and application of knowledge.
1.2.5 Delivery
A KMS requires a knowledge management service
1.2.6 Content
A KMS will store content to aid in functionality
1.2.7 Continuous Improvement
A KMS will be continually reviewed and maintained to ensure it meets business requirements.
1.3 How does a KMS work? (in relation to call centre)
Knowledge Management Systems as stated by eHow.com (2013) ‘provide customer service operators with a great deal of information about each customer.’ The information include open orders, billing, inquires and