This unit applies to managers who have responsibility for seeing that key information and corporate knowledge are retained, accessible to others and improve business outcomes.

The unit does not address the requirement to select the technical system (software or hardware), which is seen as the role of an information technology specialist, although in some smaller organisations this may be a part of the manager's role.

ELEMENT

PERFORMANCE CRITERIA

1. Organise learning to use information or knowledge management system

1.1. Identify learning needs of relevant personnel and stakeholders for input into, and use of, an information or knowledge management system

1.2. Identify and secure human, financial and physical resources required for learning activities to use an information or knowledge management system

1.3. Organise and facilitate learning activities

1.4. Promote and support use of the system throughout the organisation

1.5. Monitor and document effectiveness of learning activities

2. Manage use of information or knowledge management system

2.1. Ensure implementation of policies and procedures for the information or knowledge management system are monitored for compliance, effectiveness and efficiency

2.2. Address implementation issues and problems as they arise

2.3. Monitor integration and alignment with data and information systems

2.4. Collect information on achievement of performance measures

2.5. Manage contingencies such as system failure or technical difficulties by accessing technical specialist help as required

3. Review use of information or knowledge management system

3.1. Analyse effectiveness of system and report on strengths and limitations of the system

3.2. Review business and operational plan and determine how effectively the system is contributing to intended outcomes

3.3. Make recommendations for improvement to system, policy or work practices

Required skills

analytical and problem-solving skills to ensure the system is working in accordance with organisational expectations and to deal with contingencies

technology skills to work with and manage the use of the information or knowledge management system.

Required knowledge

legislation, codes of practice and national standards, for example:

privacy and confidentiality legislation

freedom of information legislation

AS 5037:2005 Knowledge management - A guide

organisational policies and procedures, for example:

records management

information management

customer service

commercial confidentiality

organisational operations, and existing data and information systems.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

analysis of the strengths and weaknesses of information or knowledge management system/s and evaluation of suitability for a particular work or organisational context

knowledge of relevant legislation, codes of practice and national standards.

Context of and specific resources for assessment

Assessment must ensure:

access to system

access to system user feedback.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

assessment of written reports reviewing and evaluating information or knowledge management systems

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

observation of presentations

oral or written questioning to assess knowledge of relevant organisational policies and procedures

review of identified learning needs personnel and stakeholders regarding the information or knowledge management system

evaluation of monitoring and documentation about the effectiveness of learning activities

analysis documentation reporting on the strengths and limitations of the system

review of recommendations made for improvements to the system, policy or work practices.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

other units from the Diploma of Management.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Relevant personnel include:

managers, leaders, supervisors and coordinators

owners

staff, team members and colleagues

Stakeholders include:

clients and customers

employee representatives

funding bodies

industry, professional and trade associations

regulatory bodies and authorities

sponsors

tenderers, suppliers and contractors

Information or knowledge management is defined as:

equipment, strategies, methods, activities and techniques used formally and informally by individuals and the organisation to identify, collect, organise, store, retrieve, analyse, share and draw on information and knowledge valuable to the work of the organisation

An information or knowledge management system:

comprises policies, protocols, procedures and practices to manage information or knowledge within the organisation and among relevant stakeholders

Learning activities include:

coaching and mentoring programs

help desks

information sessions, briefings, workshops and training programs

paper-based or electronic (including intranet) learning opportunities

use of expert workers such as coaches and mentors to help other personnel use the system

Policies and procedures for the information or knowledge management system cover:

complying with legislative requirements (such as privacy, confidentiality and defamation requirements) and other policies and procedures

content guidelines

ensuring accuracy and relevance of knowledge input into the system

mechanisms, formats and styles of input to system, including appropriate alternative formats for people with a disability

permissions for input

removing out-of-date, inaccurate and content that is no longer relevant

selecting, maintaining and disposing of knowledge in the system

sharing knowledge in the system

Performance measures include:

key performance indicators

other systems and measures to enable assessment of how, when, where and why outcomes are being achieved

performance objectives

performance standards (including codes of conduct)

qualitative or quantitative mechanisms to measure individual performance

Unit sector

Management and Leadership - Management

This unit contains employability skills.