Unit of competency details

Release 

Comments 

Release 1

This Unit first released with ICA11 Information and Communications Technology Training Package version 1.0

Element 

Performance Criteria 

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Analyse existing knowledge management systems

1.1 Evaluate existing arrangements  for the capture and use of business knowledge from internal and external sources

1.2 Differentiate between knowledge management and information management systems within the organisation

1.3 Ensure the effectiveness of existing procedures and systems is evaluated in terms of meeting the needs of clients, organisational aims, objectives and standards

1.4 Identify the need for improvements in the organisation's strategic use of knowledge

2. Evaluate knowledge management options

2.1 Investigate barriers to capturing knowledge  within the organisation

2.2 Review evaluations and recommendations regarding knowledge management software with respect to its usefulness and likeliness to benefit the organisation

2.3 Review investigations into incentives and reward systems to support knowledge management

2.4 Ensure that the required processes for maintaining an integrated knowledge management system  are considered

2.5 Facilitate development of a business case to determine the viability of selected options and recommend a way forward for the organisation

3. Develop a knowledge-management strategy

3.1 Develop the knowledge management business strategy in consultation with senior staff for the capture and use of organisational knowledge

3.2 Ensure that business processes are designed to support knowledge management according to organisational needs and budget

3.3 Ensure that technology requirements for implementation of the strategy are costed and included in the organisational budget cycle

3.4 Ensure that the processes for the periodic review of knowledge management metrics  within the business are in place to maintain ongoing effectiveness and continuous improvement

3.5 Ensure that the knowledge management strategy meets organisational requirements identified in its overall business plan and business strategy

Overview of assessment 

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

Evidence of the ability to:

• analyse and document the effectiveness of existing knowledge management systems
• research knowledge management options in marketplace
• recommend an approach that meets organisational needs.

Context of and specific resources for assessment 

Assessment must ensure access to:

• workplace of sufficient complexity to enable the required level of analysis to be carried out in relation to current business processes, existing knowledge management systems and organisational culture
• relevant enterprise strategic documentation, including strategic planning documents, financial, IT infrastructure and relevant organisational objectives and policies.

Where applicable, physical resources should include equipment modified for people with special needs.

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:

• direct observation of the candidate carrying out the required work
• verbal or written questioning to assess required knowledge and skills
• review of reports and proposals prepared by the candidate
• review of a portfolio of the work undertaken.

Note: The preferred assessment method is through a workplace project or through a simulated medium to large enterprise workplace.

Guidance information for assessment 

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.

Existing arrangements  may include:

• organisational structures that may support knowledge management:

• communities of practice (CoPs)
• customer relationship management systems
• intranets
• libraries
• online analytical processing systems
• records management systems

• personal knowledge management through the use of:

• checklists
• local databases
• personal files
• spreadsheets.

Barriers to capturing knowledge  may include:

• little or no motivation to share knowledge
• management not seeing the benefits over the costs
• no awareness of the value of knowledge to others, or lack of trust
• no process or infrastructure to enable easy capture and retrieval of knowledge
• no time
• poor communication within the organisation or departmental silos.

Processes for maintenance of an integrated knowledge management system  may include:

• alignment of business and knowledge management goals
• business culture that supports teamwork, communication and continuous improvement
• IT systems allowing for easy capture, retrieval and collaboration
• senior management commitment to knowledge management
• staff performance rewards related to sharing knowledge.

Knowledge management metrics  could include:

• measures of knowledge capture, e.g. a staff member's number of contributions
• measures of quality, e.g. feedback rating on usefulness, age of information
• measures of system usage, e.g. number and type of users, what knowledge is being used.