knowldege management (1)

8/10/2019 Knowldege Management (1)

1/23

1

Table of Contents

1.0 INTRODUCTION .......................................................................................................... 2

1.1 Background Of Organizations ..................................................................................... 2

1.2 Problem Statements ..................................................................................................... 3

1.3 Research Questions ....................................................................................................... 3

1.4 Research Objectives .................................................................................................... 4

1.5 Research Scope ........................................................................................................... 4

1.6 Research Contributions ............................................................................................... 5

2.0 LITERATURE REVIEW ............................................................................................... 6

2.1 Knowledge Management (KM) .................................................................................. 6

2.2 Need for Knowledge Management ............................................................................. 72.3 Knowledge ................................................................................................................. 7

2.3.1 Tacit ..................................................................................................................... 7

2.3.2 Explicit ................................................................................................................. 8

2.4 Knowledge Conversion ............................................................................................... 8

2.5 Knowledge Management Process ............................................................................... 9

3.0 RESEARCH METHODOLOGY.................................................................................. 10

3.1 Research Design ....................................................................................................... 11

3.2 Research MethodKeKma ....................................................................................... 12

3.3 Research Instrument .................................................................................................. 13

3.4 Data Collection Procedures ....................................................................................... 13

3.5 Data Analysis Methods ............................................................................................. 14

4.0 FINDINGS .................................................................................................................... 15

5.0 DISCUSSION ............................................................................................................... 16

6.0 KNOWLEDGE MANAGEMENT TECHNOLOGIES ................................................ 17

7.0 CONCLUSION ............................................................................................................. 218.0 REFERENCES ............................................................................................................. 22

9.0 APPENDICES .............................................................................................................. 23


2/23

2

1.0 INTRODUCTION

1.1 Background Of Organizations

Agensi PekerjaanThe Recruiter Sdn. Bhd is an organization who is providing the

service of source and recruit quality talent to their customers in various industries. Agensi

Pekerjaan The Recruiter Sdn. Bhd is located in Kuala Lumpur,Malaysia. This agencys main

aim is to deliver great jobs to great people.

They will ensure their best service always deliver as they committed. Their principal

is to make sure every candidate that they recommend will be the best to their valuable

customers for all levels of positions and fields in permanent, contract or temporary placement

that required. The Recruiter is one of the specialist professional recruitment consultancy in

Malaysia. They provide candidates on a permanent, contract and temporary placement

services in engineering, accountancy & finance, supply chain, human resource, support &

administration, information technology, sales & marketing, operation, procurement, logistics

and many more.

In related to that,this organization is also related with knowledge management

because the people in this organization should know how to manage their knowledge and

organize their company to recruits the new talented customers to other industries. Nowadays,

the importance to manage knowledge in organisations has become the key factor for success

in the knowledge economy. Organisations throughout the world are engaging with knowledge

management projects and strategies to harvest the value of knowledge in order to stay

competitive and be innovative. Knowledge management is the process of systematically

managing individual, group and organisational knowledge (Harmath, P. (2013).


3/23

3

1.2 Problem Statements

There are some problems we can sort out in this organization knowledge

management. Basically,knowledge management implementation is so costly and time-

consuming project that has to be well defined, coordinated and well executed. Besides that,

prior to conducting any knowledge management organization, the need to implement

knowledge management and knowledge audit processes must be conducted to access the

current knowledge activities. Therefore, before embarking on any large scale knowledge

management initiatives, Agensi Pekerjaan The Recruiter Sdn. Bhd needs to study how

knowledge management can be implemented to support its core business functions and

processes and how would knowledge management will support their organizations to grow up

in business market (Harmath, P. (2013).

1.3 Research Questions

Agensi PekerjaanThe Recruiter Sdn. Bhd need to study why it needs to engage in

knowledge management initiatives and identify the areas that can be supported by knowledge

management. Therefore, the research question for this case study is:

a) How can Knowledge Management Practices be Successfully Implemented at Agensi

PekerjaanThe Recruiter Sdn. Bhd for recruiting the quality talented customers to the

various industries?

b)

What is the response and contribution will the organization gets by implementing the

knowledge management practices in their organization?

c) How would knowledge management will support their organizations to grow up in

business world?


4/23

4

1.4 Research Objectives

The overall objective of this research is on to study the needs for implementing

knowledge management at Agensi Pekerjaan The Recruiter Sdn. Bhd in managing the

recruiting quality talented customers to the various industries. In particular, this research aims

to:

a) To investigate the need for knowledge management in recruiting quality talented

customers to the various industries.

b)

To assess the current practices of knowledge management.

c)

To propose suitable knowledge management tools and techniques.

1.5 Research Scope

The requirements study of knowledge management (KM) practices in recruiting

quality talented customers to the various industries at Agensi Pekerjaan The Recruiter Sdn.

Bhdcan be carried out by conducting knowledge audit at selected at the organization in Kuala

Lumpur, Selected locations in Malaysia, which are Penang, Selangor, Johor, Terengganu,

Sarawak and Sabah. The pilot study will be conducted at Kedah as this is the closet location

to the research group base. A focus group involving Agensi PekerjaanThe Recruiter Sdn.

Bhd. senior officers was also conducted in Sungai Petani. Knowledge audit is a step by step

examination and evaluation of organisational knowledge health that examines the following:

Organisations knowledge requirements

Identification of existing knowledge assets and resources

Knowledge flow

Future knowledge needs

Knowledge gap analysis

Employees behaviour in creating and sharing knowledge


5/23

5

1.6 Research Contributions

The knowledge audit revealed Agensi Pekerjaan The Recruiter Sdn. Bhd recruiterss

knowledge strengths, weakness, opportunities, threats and risks. The audit process also

included an examination of the organizations strategy, leadership, collaborative, learning

culture, and technology infrastructure in its various processes.

This would help transform the Agensi Pekerjaan The Recruiter Sdn. Bhd into a

learning organisation by providing the current state of knowledge management practices of

the organisation and a direction of where and how to improve the knowledge capability. This

organization also will have a chance to step into the best marketing place in the world by

contributing their service in a proper knowledge management practices level. In related to

this, many of their customers may get benefits by approaching and accessing the recruiter

services.


6/23

6

2.0 LITERATURE REVIEW

2.1 Knowledge Management (KM)

Knowledge Management (KM) may simply de defined as doing what is needed to get

the most out of knowledge resources. In general, KM focuses on organizing and making

available important knowledge, wherever it is needed. KM also related to the concept of

intellectual capital.

Forces driving Knowledge Management

a) Increasing Domain Complexity Intricacy of internal and external processes,

increased competition, and the rapid advancement of technology all contribute to

increasing domain complexity.

b) Accelerating Market VolatilityThe pace of change, or volatility, within each

market domain has increased rapidly in the past decade.

c) Intensified Speed of ResponsivenessThe time required to take action based upon

subtle changes within and across domains is increasing.

d) Diminishing Individual ExperienceHigh employee turnover rates have resulted in

individual with decision making authority having less tenure within their

organizations than ever before.

Agensi Pekerjaan The Recruiter Sdn. Bhd faced with increased complexity, market

volatility and accelerated responsiveness, todays young manager feels less adequate to make

the difficult decisions faced each day. KM is important for organizations that continually face

downsizing or a high turnover percentage due to the nature of the industry.


7/23

7

2.2 Need for Knowledge Management

Knowledge has become the key resource, for a nations military strength as well as

for its economic strength. This is fundamentally different from the traditional key resources

of the economic such as labor, even capital, and land. Agensi Pekerjaan The Recruiter Sdn.

Bhd need systematic work on the quality of knowledge and the productivity of knowledge.

The performance capacity, if the knowledge society will come increasingly to depend on

those two factors.

2.3 Knowledge

Knowledge is defined as a familiarity, awareness or understanding of someone or

something, such as facts, information, descriptions, or skills, which is acquired through

experience or educationbyperceiving,discovering,or learning.Knowledge can be divided

into two types which are tacit and explicit knowledge.

2.3.1 Tacit

Tacit knowledge includes insights, intuitions, and hunches. Tacit knowledge is a

subjective, also based on experience, and simultaneous. Unwritten, unspoken, and hidden

vast storehouse of knowledge held by practically every normal human being, based on his or

her emotions, experiences, insights, intuition, observations and internalized information.

Tacit knowledge is integral to the entirety of a person's consciousness, is acquired largely

through association with other people, and requires joint or shared activities to be imparted

from on to another.
http://en.wikipedia.org/wiki/Awarenesshttp://en.wikipedia.org/wiki/Facthttp://en.wikipedia.org/wiki/Informationhttp://en.wikipedia.org/wiki/Descriptionhttp://en.wikipedia.org/wiki/Skillshttp://en.wikipedia.org/wiki/Experiencehttp://en.wikipedia.org/wiki/Educationhttp://en.wikipedia.org/wiki/Perceptionhttp://en.wikipedia.org/wiki/Discovery_%28observation%29http://en.wikipedia.org/wiki/Learninghttp://en.wikipedia.org/wiki/Learninghttp://en.wikipedia.org/wiki/Discovery_%28observation%29http://en.wikipedia.org/wiki/Perceptionhttp://en.wikipedia.org/wiki/Educationhttp://en.wikipedia.org/wiki/Experiencehttp://en.wikipedia.org/wiki/Skillshttp://en.wikipedia.org/wiki/Descriptionhttp://en.wikipedia.org/wiki/Informationhttp://en.wikipedia.org/wiki/Facthttp://en.wikipedia.org/wiki/Awareness


8/23

8

Like the submerged part of an iceberg it constitutes the bulk of what one knows, and

forms the underlying framework that makes explicit knowledge possible. Concept of tacit

knowledge was introduced by the Hungarian philosopher-chemist Michael Polanyi (1891-

1976) in his 1966 book 'The Tacit Dimension. Also called informal knowledge. Tacit to Tacit

through a process of socialization. Tacit to Explicit through a process of externalization.

2.3.2 Explicit

Explicit knowledge refers to knowledge refers to knowledge that has been expressed

into words and numbers. Explicit knowledge can quantified or objective, also rational,

sequential, and digital knowledge. Articulated knowledge, expressed and recorded as words,

numbers, codes, mathematical and scientific formulae, and musical notations. Explicit

knowledge is easy to communicate, store, and distribute and is the knowledge found in

books, on the web, and other visual and oral means. Opposite of tacit knowledge. We can

convert explicit knowledge to tacit knowledge. Explicit to Tacit through a process of

internalization. Explicit to Explicit through a process of combination.

2.4 Knowledge Conversion

Nonaka and Takeuchi introduced the SECI model (Nonaka& Takeuchi 1996) which has

become the cornerstone of knowledge creation and transfer theory. They proposed four ways

that knowledge types can be combined and converted, showing how knowledge is shared and

created in the organization.


9/23

9

The model is based on the two types of knowledge outlined above.

Socialization - Tacit to tacit. Knowledge is passed on through practice, guidance,

imitation, and observation.

Externalization - Tacit to explicit. This is deemed as a particularly difficult and often

particularly important conversion mechanism. Tacit knowledge is codified into

documents, manuals, etc. so that it can spread more easily through the organization. Since

tacit knowledge can be virtually impossible to codify, the extent of this knowledge

conversion mechanism is debatable. The use of metaphor is cited as an important

externalization mechanism.

Combination - Explicit to explicit. This is the simplest form. Codified knowledge

sources (e.g. documents) are combined to create new knowledge.

Internalization - Explicit to tacit. As explicit sources are used and learned, the

knowledge is internalized, modifying the user's existing tacit knowledge.

2.5 Knowledge Management Process

Knowledge Management Strategy process started with KM theories, that are develop

a working definition of knowledge, and develop a working definition of KM. Next,

knowledge audit, KM Objectives and Strategy approaches, Strategy implementation (strategy

option) and lastly, Quality measures.


10/23

10

Figure 1: Knowledge management process

3.0 RESEARCH METHODOLOGY

The phases of conducting the evaluation of KM practices in Agensi Pekerjaan The Recruiter

Sdn. Bhd are:

Knowledge Need Analysis

Identifying exactly what knowledge Agensi Pekerjaan The Recruiter Sdn. Bhd possess

currently and what knowledge they would require in the future in order to meet their

objectives and goals.


11/23

11

Knowledge Inventory Analysis

The process of knowledge inventory checking is to identify and locate knowledge assets and

resources throughout the entire Agensi PekerjaanThe Recruiter Sdn. Bhd unit. Knowledge

flow analysis-determine how employees in Agens iPekerjaan The Recruiter Sdn. Bhd find

knowledge and how do they share the knowledge they have focuses at people, processes and

systems.

Knowledge Mapping

The knowledge map is a navigation aid to explicit (codified information) and tacit

knowledge, showing the importance and the relationships between knowledge stores and

dynamics.

3.1 Research Design

Exploratory study as little is known about the knowledge management practices in

recruiting quality talented customers to the various industries at Agensi Pekerjaan The

Recruiter Sdn. Bhd. The type of investigation is clarification which as the main focus is

obtaining a clearer understanding of KM practices. Interference with the flow of work at

Agensi Pekerjaan The Recruiter Sdn. Bhd. will be minimal as the study will be conducted in

the natural (non-contrived) setting of Agensi Pekerjaan The Recruiter Sdn. Bhd. work. This is

a cross-sectional study as the data required are gathered once at every identified treatment

location over a period of 2-3 days. Unit of analysis is groups that are working on the

recruitment unit of Agensi Pekerjaan The Recruiter Sdn. Bhd.


12/23

12

The scope of this study was on evaluating the KM practices in recruiting quality

talented customers to the various industries by focusing on the following:

Selected important type of recruitment as advised by Agensi Pekerjaan The Recruiter

Sdn. Bhd.

Selected locations in Malaysia, which are Penang, Selangor, Johor, Terengganu, Sarawak

and Sabah. The pilot study will be conducted at Kedah as this is the closet location to the

research group base. A focus group involving Agensi Pekerjaan The Recruiter Sdn. Bhd.

senior officers was also conducted in Sungai Petani.

3.2 Research Method

KeKma

Figure 2: Research method- Kekma


13/23

13

3.3 Research Instrument

The research instrument used in this study was adapted from:

The Knowledge Audit questionnaire developed by KekMa ((http://kekma-audit.com) and

the knowledge audit instrument developed by Liebowitz et.al (2000).

These questionnaires will be translated into Bahasa Malaysia (BM) to be administered

amongst the selected Agensi Pekerjaan The Recruiter Sdn. Bhd. staffs as the major

communication language here is BM.

3.4 Data Collection Procedures

The knowledge audit is a qualitative research as the study is interested in obtaining

the subjective perception of the respondents and the goal is to discover patterns that emerge

after close observation, careful documentation and thoughtful analysis.Data for this study was

obtained from structured and unstructured face-to-face interviews, focus group to obtain

information from different groups on the KM issues determined by the researcher,

observations on Agensi Pekerjaan The Recruiter Sdn. Bhd. staffs in performing their job

functions related to job recruitment.The population of this study are the Agensi Pekerjaan

The Recruiter Sdn. Bhd. staffs from the job recruitment unit and the samples are selected

through non-probability sampling method of quota sampling to ensure that creating groups

are adequately represented in the study through the assignment of quota. Quota sampling will

ensure all Agensi Pekerjaan The Recruiter Sdn. Bhd. staffs from different levels (managerial,

administrative, clerical, technician and others) are adequately selected on a convenience

basis. The samples were selected based on staffs from different levels who are available to

provide the necessary information regarding knowledge management practices at the job

recruitment centres during the data gathering and data validating sessions (Albert L.

Lederer,2002).
http://www.sciencedirect.com/science/article/pii/0378720686900273http://www.sciencedirect.com/science/article/pii/0378720686900273http://www.sciencedirect.com/science/article/pii/0378720686900273http://www.sciencedirect.com/science/article/pii/0378720686900273


14/23

14

3.5 Data Analysis Methods

Data collected in this study will be analysed using:

Content Analysis Method

Content analysis is the analysis of texts of various types including writing, images,

recordings and cultural artefacts. Content analysis includes both qualitative and

quantitative approaches. Content analysis is used for a variety of purposes including

attribution of texts to authors, testing of hypotheses, theory building, and evaluation

research.

SPSSCross Tabulation & Distance Analysis

SPSS Statistics is a software package used for statistical analysis.
http://en.wikipedia.org/wiki/Text_%28literary_theory%29http://en.wikipedia.org/wiki/Text_%28literary_theory%29


15/23

15

4.0 FINDINGS

The stuff at Agensi Pekerjaan The Recruiter Sdn. Bhd are very motivated and enthusiast.

Acquiring knowledge is more important to them and they believe that the necessity of

funding it from the organizations fund is not always relevant. In the weekly and monthly

official and unofficial gatherings and sessions they like to share their knowledge.

Being an Online agency for recruitment the selected Agensi Pekerjaan The Recruiter Sdn.

Bhd tries their best to capture knowledge from all sorts of medium, which is both online of

course and also raw data and information as well. The staffs strongly believe that the way

forward in performing their job function is through transferring knowledge learned in the

organisation to employees using both

printed and online documents. It is also a learning organization as well. The stuffs, the

employers, the clients and also the stake holders also have the same outlook towards the

organization which holds the value that knowledge is power and learning is the only way to

enrich their capabilities. They understand the value of knowledge management and they

peruse knowledge as a unique valuable resource to acquire.

The Agensi Pekerjaan The Recruiter Sdn. Bhd Staff are being trained and evaluated based on

their capabilities and work efforts to meet the organizations goal and mission which is to

serve better and serve right. In order to maintain the service quality the staffs are always

under performance check.

The organization and its staffs also believes in sharing knowledge as well. They are engaged

in forum, blogs and insiders as well. They believe that sharing knowledge would definitely

increase their cognitive domain and also spread their outlook towards the subject of

knowledge management.


16/23

16

They are maintaining communications online through Q&A forums, micro blogs , video

conferencing and such more. Not only online but also meeting, gatherings and sessions as

well which keeps them updated and also maintains relationship with the stakeholders. They

also support and facilitate knowledge transfer and sharing activities as well.

While serving the clients the staffs knowledge sharing activities comes at hand which

enables them to serve better. Also by being a learning organization their capabilities of

competing with the outside world in the ever-changing market will provide them with

advantage to meet the requirements of the new environment.

5.0 DISCUSSION

Even though the Agensi Pekerjaan the Recruiter Sdn. Bhd is an online recruitment agency but

they are having some issue regarding the information technology and knowledge

management tools which should be the driving force of this organization. By being not using

the full capabilities and resources the selected Agensi Pekerjaan The Recruiter Sdn. Bhd

organization may face failure to deliver. This may lead to market fall and client

disappointment and stakeholders loss.

Every state that this selected Agensi Pekerjaan The Recruiter Sdn. Bhd is working on should

have a centralized data system that will enable them to work efficiently. The System should

be updated in real time or batch update so that there would not be any kind of confusion. The

company that values knowledge and information as valuable resource should take better care

of that.This selected Agensi Pekerjaan The Recruiter Sdn. Bhd should apply the techniques

and tools such as Knowledge Portal, Knowledge profiles, Collaboration workspace. Urgent

request, Knowledge server and services which have been detailed in the knowledge

technology part of this report and all the tools available to get the most out of it.


17/23

17

The human resource of this selected Agensi Pekerjaan The Recruiter Sdn. Bhd should also be

managed betted because this resource can contribute greatly in the management of its

valuable resources. The expertise should be dealt with care because their experience will

hugely contribute to enrich the cognitive domain and also help them to lead and react swiftly

in the challenging market.

6.0

KNOWLEDGE MANAGEMENT TECHNOLOGIES

First and foremost, technology has been an enabler in Knowledge Management . Whereby,

technology alone cannot deliver successful knowledge management, but knowledge

management in any but the smallest organization will need technology especially in this

context for Online Agensi Pekerjaan. Furthermore, in knowledge management requires

technologies to support the new strategies, processes, methods and techniques to better

create, disseminate, share and apply the best knowledge, anytime and anyplace, across the

team, across teams, across the organization and across several organizations, especially its

clients, customers, partners, suppliers and other key stakeholders. The main matrix key

technologies are shown as below:


18/23

18

Figure 3: Matrix key technologies in Knowledge management

However, not all of these technologies will be applied in this case study for online Agensi

Pekerjaan The Recruiter Sdn. Bhd.. Thus, we have identified and selected the technologies

that should be include in this online Agensi Pekerjaan The Recruiter Sdn. Bhd. are:

1. Knowledge Portal

2. Knowledge profiles

3.

Collaboration workspace

4.

Urgent request

5. Knowledge server and services

1. Knowledge Portal

An informational portal is often described as a gateways to information to information

to enable the user to have one, more simplified way of navigating towards the desired

information. However in this context, knowledge portal is far more than an information

portal because, as well as information navigation and access, it contains within it software

technologies to, at least, support the processes of virtual team communication and

collaboration and software technologies to support the 9 step process of managing

knowledge. Furthermore, it contains intelligent agent software to identify and automatically

distribute information and knowledge effectively to knowledge workers based on knowledge


19/23

19

profiling. For example, in this case study for agensi pekerjaan, portal plays important part to

deliver latest information to all users or clients on latest job opening.

2. Knowledge Profile

Knowledge profile is a portion that within the knowledge portal. Where, each

knowledge worker and clients can update and maintain a personal knowledge profile which

identifies his or her specific knowledge needs, areas of interest and frequency of distribution.

3. Collaboration workspace

Within the knowledge portal, shared work spaces can be set up for each new team or

project. These will become knowledge repositories from which new knowledge will be

distilled regularly and systematically and shared across other teams in the organization.

Within the shared and collaboration workspace, at least the communication and collaboration

function could be performed. For example in this Agensi Pekerjaan The Recruiter Sdn. Bhd.,

based on their portal, they should shared vision and mission, specific team objectives,

knowledge plan and many more.

4. Urgent Request

Urgent request is within the knowledge portal. It is very useful to have a facility and

underlying process to enter any Urgent Request into the portal and receive back any

responses from across the organization. Rather than needing to know who might know the

request is entered blindly and responses will be made if it is known in the organization and

people are willing to support and respond to this activity. This is a very effective way of

better leveraging the knowledge across the organization.


20/23

20

5. Knowledge Server and Services

In order to foster knowledge networking across the entire organization and support

knowledge processes for creating, retaining, leveraging, reusing, measuring and optimizing

the use of the organizational knowledge assets, a centralized knowledge server is required

that will:

a) Manage the communications and collaboration between networks of people

b) Enable the access, creation and sharing of knowledge between them.

Thus, the key components of a generic knowledge server are:

a) A knowledge portal interface designed around a knowledge assets schema

b) Knowledge banks

c) Advances search capabilities

d)

An intranet infrastructure for integrated email, file servers, internet/intranet services

and more.


21/23

21

7.0 CONCLUSION

This case study demonstrates how the knowledge management systemcan be used in

AgensiPekerjaanThe Recruiter Sdn. Bhd to manage the recruiting quality talented

customers to the various industries. Quality remains the important and vital factor in this

study, but technology such as the knowledge management systemcan be a powerful tool for

recruiting talented customers(Albert L. Lederer, 2002). Our results haveidentified

compelling benefits to using knowledge management technology and strategies in higher

dominant perspectives to achieve an organization goals. This study also demonstrate that

knowledge management is perhaps, best considered as a meta-discipline, within a variety of

themes can be pursued in Agensi Pekerjaan The Recruiter Sdn .Bhd. All these

characteristics of the KMS enable recruiter to develop a critical thinking process that is

methodical and intentional, resulting inimproved clinical reasoning.Integrating the

knowledge management systemas perfect technology into quality recruit curricular is a

dynamic and innovative strategy.
http://www.sciencedirect.com/science/article/pii/0378720686900273http://www.sciencedirect.com/science/article/pii/0378720686900273


22/23

22

8.0 REFERENCES

Harmath, P. (2013). How To Offer Theoretical Solution For Practical. Problems in

Organizational, 40.

Lederer, A.L., Sethi V. (1988). The Implementation of Strategic Information SystemsPlanning Methodologies. Journal of Technology Management and Innovation, 445.

Waston. (1987). Information Systems for Management. International Journal of Reviews in

Computing.

Knowledge Management Online.(n.d). Knowledge management Technology. Retrieved from

http://www.knowledge-management-online.com/KM-Technologies.html


23/23

knowldege management (1)

Documents