UNIVERSITY EXAMINATIONS: 2021/2022

EXAMINATION FOR BACHELOR OF ARTS IN COUNSELING

PSYCHOLOGY (PART TIME)

FCU 005: KNOWLEDGE MANAGEMENT

DATE: JULY, 2022 TIME: 2 HOURS

INSTRUCTIONS: Answer Question One and Any Other Two Questions

QUESTION ONE (20 MARKS)

Ogilvy is the world’s leading customer engagement agency. It offers direct marketing, digital
marketing and marketing consulting network services. With over 100 offices in more than 50
countries, their robust client base includes brands such as American Express, BP, Intercontinental
Hotel Group, UPS and Unilever among others. As a marketing agency, one of Ogilvy’s biggest
challenges is continuously finding new ways to differentiate their services in order to delight their
customers. Their existing knowledge management tools provided limited wiki-like capabilities but
lacked more sophisticated functionality that allowed clients to capture and collaborate valuable
organisational knowledge.
(Adapted from http://bloomfire.com)

a) Differentiate between tacit and explicit knowledge in an organization such as Ogilvy

(4 Marks)
b) Explain three reasons why knowledge management is necessary to Ogilvy. (6 Marks)
c) Discuss five benefits of knowledge management to Ogilvy (10 Marks)

1
QUESTION TWO (15 MARKS)
a) Describe any five processes of knowledge management. (10 Marks)
b) Explain the role of information communication technology (ICT) in knowledge management
processes in an organisation. (5 Marks)

QUESTION THREE (15 MARKS)

a) Discuss five organisational barriers to successful knowledge management practices in any
organisation. (10 Marks).
b) Evaluate the role of senior managers in facilitating knowledge management in their
organisations. (5 Marks)

QUESTION FOUR (15 MARKS)

Critically discuss the relationship between knowledge management and service delivery.

QUESTION FIVE (15 MARKS)

Discuss elements which support, facilitate and stimulate knowledge management practices in an
organisation.