CONFIDENTIAL

ONLINE EXAMINATION
MAY 2023 SEMESTER
SUBJECT CODE : CKM313

SUBJECT NAME : KNOWLEDGE MANAGEMENT

PROGRAMME : BACHELOR

INSTRUCTIONS TO CANDIDATES

1. Please read the instructions given in the question paper CAREFULLY.

2. Plagiarism in all forms is forbidden. Students who submit plagiarised Final Examination
will be penalised.

3. This question paper consists of TWO (2) SECTIONS.

4. Answer ALL questions in both sections.

5. You have ONE (1) day (24 HOURS) to complete the questions and please submit your
answers EFORE OR ON MONDAY, 7 AUGUST 2023, 2.00 pm (MALAYSIA) OR 1.00 pm
(INDONESIA). Please submit your answers via myAeU PLS (online submission).

6. ONLY ONE (1) time successful online submission is allowed.

7. Begin writing your answers using Microsoft Words template given at the last page of this
paper.

THERE ARE THREE (3) PAGES OF QUESTIONS, EXCLUDING THIS PAGE.

DECLARATION BY STUDENT

I certify that this Final Examination answer is of my own work and is in my own words. The answers
are written without any reference to any learning material. I also confirmed that I have kept a copy of
this Final Examination answers.
Name : Dinah Aryani Zavitri

Student ID: C30109220082

Date: 07 August 2023

 CONFIDENTIAL

SECTION A (Total: 40 marks)

INSTRUCTION: Answer ALL questions.
Please use the answer booklet provided.

Question 1

In general, intellectual and knowledge-based assets fall into one of two categories. Briefly
explain those TWO (2) categories of intellectual and knowledge-based assets.

[10 Marks]

Question 2

Knowledge management (KM) is a complex activity, and like anything else that cannot
deliver business impact without a concrete plan, it needs a perfect plan. The 10-step
knowledge management roadmap will guide through the entire process of creating a
business-driven knowledge management strategy, designing, developing, and implementing
a knowledge management system and effecting the soft changes that are required to make
them work. Discuss the first THREE (3) steps of Phase 2 in 10-Steps Knowledge
Management Road Map.

[10 Marks]

Question 3

a) Sharing of knowledge through peer recommendations is a widely used mechanism

for distributing information. Collaborative filtering can be built into a knowledge
management system by deploying one of two possible mechanisms; Active Filtering
and Automated Filtering. Differentiate between Active Filtering and Automated
Filtering.
[5 Marks]

b) An information repository differs from a knowledge repository in the sense that the
context of the knowledge object needs to be stored along with the content itself.
A knowledge platform may consist of several repositories, each with a structure
that is appropriate for the particular type of knowledge or content that is stored.

CKM313 – KNOWLEDGE MANAGEMENT Page 1

 CONFIDENTIAL

Such repositories may be logically linked to form a cohesive consolidated

repository. Identify and explain TWO (2) elements of knowledge contents which must
be recorded in repositories.
[5 Marks]
[Total : 10 Marks]

Question 4

Describe FOUR (4) application of knowledge management for today's organizations.

[10 Marks]

SECTION B (Total: 60 marks)

INSTRUCTION: Answer ALL questions.
Please use the answer booklet provided.

Question 1

Discuss how knowledge sharing could be enhanced through the implementation of

appropriate technologies, systems that stimulate collaboration, facilitate the process of
sharing, and reward those individuals that share the knowledge as well as the individuals that
utilize the knowledge that has been shared.
[20 Marks]

Question 2

“In order to fully implement a knowledge management system and derive the maximum
benefits, there is a need to provide an infrastructure that composed of computers, networks
and databases and software applications which are usually referred to as knowledge
management solutions. The effective deployment of knowledge management tools can
improve collaboration and working environment, enhance competitive advantage and
responsiveness, and increase overall productivity.”

Based on the above statement,

CKM313 – KNOWLEDGE MANAGEMENT Page 2

 CONFIDENTIAL

a) Identify THREE (3) benefits of establishing formal and systematic management of

knowledge.
[6 Marks]

b) Discuss how the following knowledge management tools could help knowledge
management.

i. Document Management system

ii. Collaboration tool
[10 Marks]

c) State FOUR (4) knowledge management products available in the market.

[4 Marks]
[Total: 20 Marks]

Question 3

Various levels of the organization, including administrative, tactical and strategic, can benefit
from systematic and formal knowledge management. Discuss the benefits that
administrative, tactical and strategic will get from management.

[20 Marks]

END OF QUESTION PAPER

CKM313 – KNOWLEDGE MANAGEMENT Page 3

 CONFIDENTIAL

ANSWER SHEET

STUDENT ID C30109220082
STUDENT NAME DINAH ARYANI ZAVITRI
IC / PASSPORT NUMBER 3171015106040002
SUBJECT CODE CKM
SUBJECT NAME KNOWLEDGE MANAGEMENT
PROGRAMME BACHELOR ICT
DATE OF SUBMISSION 07 AUGUST 2023
LEARNING LOCATION CBN, INDONESIA

Begin writing your answers in this page (Font: Arial or Times New Roman, Size: 11 or 12,
Lines Spacing 1.5);

CKM313 – KNOWLEDGE MANAGEMENT Page 4

 CONFIDENTIAL

ANSWER
SECTION A
1. Intellectual and knowledge-based assets can generally be categorized into the following
two categories:
1. Tangible Assets:
Physical representations of ideas or knowledge are referred to as tangible intellectual
and knowledge-based assets. These resources have a tangible form that can be
observed, felt, or otherwise used. Books, academic papers, prototypes, software code,
physical prototypes, and any other physical documentation that captures and reflects
intellectual property are examples of tangible assets. These assets can be extremely
valuable in terms of their potential for innovation, market competitiveness, and
revenue production. They are frequently physical manifestations of creative effort.
2. Intangible Assets:
Intellectual and knowledge assets that are not physically present but have significant
value because they contain knowledge, information, or intellectual property are known
as intangible assets. Although these assets cannot be physically touched, they can have
a big impact on a company's worth and competitive edge. Patents, trademarks,
copyrights, trade secrets, brand reputation, customer databases, proprietary algorithms,
and research and development know-how are a few examples of intangible assets.
These resources frequently help a business stand out from the competition, have the
ability to innovate, and be successful in general.
In today's enterprises and organizations, intellectual and knowledge-based assets—both
tangible and intangible—play a crucial role in innovation, growth, and competitive advantage.
The maintenance of competitive positions and the promotion of long-term success depend on
the proper administration and protection of these assets.

2. Designing and creating a knowledge management system and strategy is phase 2 of the 10-
step knowledge management roadmap. During this phase, the focus is on developing a plan
that is consistent with the organization's business objectives and requirements, and then
converting that plan into a workable knowledge management system. The first three steps of
Phase 2 are:
Step 4:
Define the purpose and objectives of knowledge management:

CKM313 – KNOWLEDGE MANAGEMENT Page 5

 CONFIDENTIAL

You define clear and transparent goals and objectives for your knowledge management
initiative in this step. Your company's overall business goals should be consistent with these.
Defining these goals simplifies assessing the effectiveness and impact of your knowledge
management strategy and gives direction and purpose to your efforts. For example, your goal
might be to increase employee collaboration, drive innovation through sharing expertise, or
improve customer service through better access to resources. knowledge source.
Step 5:
Identify key areas of knowledge:
It is essential to identify the key areas of knowledge required for the success of your business.
These sections indicate areas where good knowledge management and sharing is needed. This
step involves identifying key areas of knowledge by looking at different tasks, processes, and
departments within your company. This can include everything from sales and marketing to
product development and customer service. You can focus your knowledge management
efforts and modify your strategy to meet specific needs by identifying these areas.
Step 6:
Assess current knowledge management capabilities:
Assessing the state of your company's knowledge management is essential before creating an
effective knowledge management system. Examine your current cultural knowledge sharing
systems, tools, processes, and practices. You can use this assessment to identify the
opportunities, challenges, opportunities, and strengths of your current knowledge
management methods. By being aware of what's going on, you can take advantage of it and
fill the void. The foundation for creating a plan that is both realistic and relevant to the
realities of the organization is laid at this stage.
The foundation for the next steps, in which you will design, develop, and operate the
knowledge management system itself, is established by these first actions in Phase 2. You are
laying the groundwork for a new knowledge management system. An effective and well-
informed knowledge management strategy can have a significant impact on your business by
setting goals, identifying key knowledge areas, and assessing the current situation. in.

3. A). In order to implement collaborative filtering in a knowledge management system for

peer recommendations, there are two different mechanisms: Active Filtering and Automated
Filtering. Here is how to tell the two apart:

CKM313 – KNOWLEDGE MANAGEMENT Page 6

 CONFIDENTIAL

Active Filtering:
Users must actively and directly participate in the knowledge suggestion process in order for
active filtering, sometimes referred to as user-driven filtering, to take place. In this technique,
users directly express their preferences and feedback regarding the content they find valuable,
and the system makes suggestions for pertinent knowledge items to them and to other users
who share their interests based on this information. User-generated input, such as ratings,
reviews, likes, or explicit tagging of material, is the foundation of active filtering.
Positive aspects of active filtering include:
1. Personalized suggestions, which provide users more control over the kinds of
information they see based on their expressed preferences.
2. User involvement: By actively rating and categorizing content, users can increase
their involvement with the knowledge management system.

Cons of Active Filtering:

1. Requires user effort: Users must actively rate, review, or tag content. If only a small
portion of users participates, this may result in decreased participation and biased
suggestions.
2. Limited scalability: The system's capacity to produce accurate recommendations
may be jeopardized if insufficient users take part.

Automated Filtering:
Automated filtering, also known as content-driven filtering or algorithmic filtering, makes
recommendations by analyzing user behavior and content characteristics using computational
algorithms. This approach relies on patterns and correlations in user activities and content
properties rather than explicit user input or preferences. To infer user preferences and
generate recommendations, strategies including machine learning, natural language
processing, and data mining are frequently utilized.

Pros of Automated Filtering:

1. Scalability: Automated systems can handle a large volume of data and users,
making them suitable for broader knowledge management initiatives.
2. Reduced user effort: Recommendations are generated without relying on users to
actively rate or tag content.

CKM313 – KNOWLEDGE MANAGEMENT Page 7

 CONFIDENTIAL

Cons of automated filtering include:

1. Initial accuracy issues; automated systems may need a lot of data and fine-tuning to
produce correct -recommendations.
2. Lack of user control could result in fewer individualized results because users have
less direct control over the recommendations they receive.
In conclusion, while Automated Filtering relies on algorithms to assess user behavior and
content attributes for recommendation generation, Active Filtering uses user-driven input and
preferences to produce individualized recommendations. The knowledge management
system's technological capabilities, the intended user involvement level, the available data,
and other considerations all influence which approach is best.

B). Repositories are essential for storing and organizing knowledge and information in a
knowledge management setting. Capturing context and understanding in addition to content is
how information repositories and knowledge repositories differ from one another. Two
components of knowledge contents that have to be saved in repositories are listed below:

Contextual metadata:
Contextual metadata is supplementary information that surrounds a body of
knowledge or other content and sheds light on its applicability, provenance, and usage.
Users can better grasp the context in which the knowledge was developed as well as
the function and target audience by using this metadata. The name of the author, the
date of production, the source, the history of versioning, any relevant notes or
descriptions, and any connected keywords or tags are examples of contextual
metadata. This metadata not only improves the content's discoverability but also helps
in determining its legitimacy and appropriateness in particular contexts.
For instance, contextual metadata for a technical document in a repository might
include the level of skill of the author, the project to which it is related, the department
or team it is meant for, and any knowledge requirements for the material.

Links and Relationships:

Knowledge rarely exists in a vacuum; it is frequently connected to other bits of
knowledge and ideas. To construct a more comprehensive picture of the information

CKM313 – KNOWLEDGE MANAGEMENT Page 8

 CONFIDENTIAL

environment, relationships and links between various knowledge objects must be

stored. References, citations, cross references, linked articles, and even dependencies
between various pieces of content are examples of these relationships, which can be
either explicit or implicit.
If a repository contains research papers, for example, documenting relationships might
involve connecting each article to the works it cites or to papers that quote it. This
would enable users to follow the development of ideas and concepts across time.

Repositories become dynamic platforms that enable meaningful information search,

understanding, and application by recording both contextual metadata and relationships.
These components facilitate user interaction with the informational environment and
encourage the sharing and creation of insights that support innovation and decision-making.

4. In order to effectively exploit their intellectual and knowledge-based assets, foster

collaboration, and spur innovation, modern businesses must practice knowledge management
(KM). The following four examples of knowledge management in contemporary
organizations:
1. Employee Onboarding and Training:
Systems for managing knowledge are essential for expediting the hiring and training
of new employees. Training manuals, best practices, standard operating procedures,
and other important resources can all be stored and distributed by organizations using
KM platforms. By doing this, it is made sure that new hires have the resources they
require to start working effectively right away. These systems can also promote
ongoing training and development activities, allowing staff members to regularly pick
up new abilities and expertise.
2. Innovation and Idea Management:
By fostering an atmosphere where ideas and insights can be easily collected, shared,
and developed, effective knowledge management encourages innovation. Utilizing
KM platforms, businesses can set up idea repositories, innovation challenges, and
discussion forums where staff members can share their ideas. These platforms
facilitate cross-functional cooperation, allowing various teams to pool their knowledge
and develop creative responses to problems.
3. Customer Support and Service Excellence:

CKM313 – KNOWLEDGE MANAGEMENT Page 9

 CONFIDENTIAL

KM systems can greatly improve service delivery and customer assistance. client
support workers may easily access accurate information to respond to client requests
by centralizing knowledge about products, services, troubleshooting manuals, and
frequently asked questions. This shortens response times, improves the caliber of
contacts, and makes sure that clients receive consistent information. Additionally, it
gives clients the ability to use self-service choices to solve their problems.
4. Knowledge Sharing and Collaboration:
The effective sharing and collaboration of knowledge within a company is one of the
fundamental goals of knowledge management. Platforms for knowledge management
in the modern era offer features for social networking, real-time collaboration, and
document sharing. As a result, silos are broken down and employees are able to
benefit from one another's experiences and expertise. This promotes knowledge
sharing across divisions and geographical regions.
5. Project Management and Lessons Learned:
Project management depends on knowledge management, particularly when it comes
to documenting the lessons discovered during finished initiatives. Organizations can
store reports, milestones, milestone plans, and project documentation in KM systems.
After a project is finished, the team can offer insights into what went well and what
didn't, enabling subsequent initiatives to learn from the past and prevent repeating
errors.

SECTION B
1. The deliberate adoption of technologies, procedures, and incentives that encourage
collaboration, streamline sharing processes, and recognize the contributions of knowledge
sharers and users are necessary to improve knowledge sharing within an organization. Here's
how to achieve it:
a. Collaboration and communication tools:
Employees can interact, share ideas, and work together on projects in a digital
environment by implementing collaboration tools, including intranet platforms, project
management software and messaging apps. The real-time communication, document
sharing, and chat capabilities offered by these platforms facilitate knowledge sharing
across teams and departments. Employees have a platform to easily communicate and
share ideas through features like chat rooms, chat rooms, and virtual workplaces.

CKM313 – KNOWLEDGE MANAGEMENT Page 10

 CONFIDENTIAL

b. Knowledge management systems:

Knowledge assets can be stored, organized, and accessed through a single location
through knowledge management systems. These systems organize data, make it
searchable, and provide version control, eliminate duplicates, and make it easy for
employees to locate the data they need. The comprehensive knowledge base can
contain articles, manuals, tutorials, videos, and other materials that employees can add
and use.

c. Social Intranet and Wiki:

Wikis and social intranet systems that allow staff to collaborate on content editing
foster a culture of knowledge sharing. These platforms create a forum for employees
to publicly discuss their knowledge, perceptions, and updates. Wikis, in particular,
make it easy for employees to participate in the creation and improvement of
documentation, as they enable participatory knowledge generation.

d. Video Games and Offers:

Gamification features can encourage the use and sharing of knowledge. Reward
systems such as badges, points, leaderboards, and virtual currency can incentivize
employees to actively contribute to knowledge sharing and to interact with shared
material. Top performers can inspire healthy competition and a sense of
accomplishment among colleagues when they are recognized and rewarded.

e. Recognition and appreciation:

It is important to establish a culture of recognition. Motivation can be improved by
regularly thanking and praising those who share important knowledge and those who
use it. During team meetings, newsletters, or company-wide announcements, publicly
thanking contributors can build pride and inspire others to do the same.

f. Training and Workshops:

Employees can experience the benefits of knowledge sharing and best practices by
attending training sessions and seminars on these topics. These discussions can

CKM313 – KNOWLEDGE MANAGEMENT Page 11

 CONFIDENTIAL

address issues, offer advice, and highlight successful examples to motivate employees
to become more involved in knowledge sharing.

g. Peer learning:
People can benefit from the experiences of others by encouraging peer-to-peer
learning communities or mentoring programs. Mentoring platforms and planned
networking events can facilitate these contacts. Organizations can build an ecosystem
that not only fosters information sharing but also embeds it as a core component of
corporate culture by incorporating the necessary technologies, systems, and incentives.
As a result, overall productivity is increased and teamwork, problem solving, and
invention are all enhanced.

2. a) Three benefits of implementing formal and systematic knowledge management:

Improve decision making and collaboration:
Systematic knowledge sharing between teams and departments is made possible by
formal knowledge management procedures. Employees can now access relevant
information and ideas, leading to a more informed decision-making process that
fosters collaboration.
Reduce redundancy and repeat:
By making existing knowledge available for free, a structured knowledge management
system avoids duplication of effort. By eliminating the need to reinvent the wheel and
saving time and resources, employees can research and identify existing solutions, best
practices, and lessons learned.
Accelerate learning and innovation:
Knowledge transfer and retention is supported by a well-organized knowledge
management system. With access to training materials, completed projects, and related
data, new employees can quickly get up to speed. Through the sharing of knowledge
and ideas, it shortens the learning curve and encourages innovation.

CKM313 – KNOWLEDGE MANAGEMENT Page 12

 CONFIDENTIAL

b) Knowledge management tools and their benefits:

i. Document management system:
Document Management System (DMS) facilitates efficient organization, storage and
retrieval of documents and files. It simplifies finding relevant information by enabling
version control, metadata marking, and classification. Knowledge management
benefits from DMS by:
Knowledge concentration:
It creates a single location where all documents and knowledge resources can be
stored, provides consistent access and breaks down information silos.
Version control:
DMS ensures that documents are always available in the most recent iteration,
reducing confusion caused by outdated knowledge.
Search and recover:
By using keywords, tags, or other metadata, employees can quickly locate documents,
increasing productivity.
ii. Collaboration tools:
Collaboration tools that support real-time communication, information sharing, and
teamwork. They benefit knowledge management by:
Virtual collaboration:
These tools allow teams to work together seamlessly, regardless of geographic
location, improving the exchange of knowledge and ideas.
Share documents:
Collaboration tools enable simultaneous editing and commenting on documents,
fostering knowledge exchange during content creation.
Discussion space:
Discussion forums and chat features foster dialogue and information sharing among
team members, fostering a collaborative environment.

c) Four knowledge management products:

Microsoft SharePoint is a popular platform for content sharing, collaboration, and
document management. For better knowledge management, it provides features such
as document versioning, metadata management, and team sites.

CKM313 – KNOWLEDGE MANAGEMENT Page 13

 CONFIDENTIAL

confluence:
an Atlassian documentation and collaboration tool. It's a popular option for knowledge
management in enterprises because it allows teams to produce, share, and collaborate
on content.
Owl of knowledge:
An organization can create, maintain, and share knowledge articles and documents
with customers and internal teams using knowledge base software.
IBM Watson Knowledge Studio:
With the help of this tool, companies can create unique machine learning models to
glean insights from unstructured text data. It facilitates the acquisition and application
of knowledge from multiple sources. Many features are available in these systems to
support many aspects of knowledge management, including content creation,
collaboration, documentation, and intelligent data extraction.

3. The administrative, tactical and strategic levels of an organization can all benefit from
formal and systematic knowledge management:
1. Administrative level:
a) Allocating resources efficiently:
b) Administrative staff can benefit from well-organized repositories of knowledge that
provide easy access to business rules, guidelines, and standard operating procedures.
As a result, resources are distributed consistently and efficiently across the enterprise.
c) Simplified communication:
d) Knowledge management technologies help governance teams communicate more
effectively by ensuring that all team members can access important updates,
announcements, and documents.
e) Process improvement:
f) Historical information and past administrative decisions are available for better
process review and improvement. Administrative processes can be simplified because
inefficiencies are more noticeable.

CKM313 – KNOWLEDGE MANAGEMENT Page 14

 CONFIDENTIAL

2. Tactical level:
a. improved decision making:
Tactical managers can use knowledge management systems to access information and
best practices from multiple sources. This allows them to make judgments that are
aligned with the organization's goals and the state of the market.
b. Solve problems faster:
Tactical managers can manage problems and find solutions faster with quick access to
relevant knowledge. They can learn from past mistakes and apply effective tactics to
similar situations.
c. Optimize resource allocation:
By referencing previous project data, performance metrics, and expert opinions stored
in the knowledge management system, tactical managers can allocate resources more
efficiently.

3. Strategy level:
a. Developing information strategy:
Strategic decision makers can better understand market trends, competitors, and
emerging technologies using a knowledge management system. The formulation of
long-term business plans is influenced by this information. - Innovation and
adaptability:
Strategic leaders can drive innovation by gathering knowledge from multiple parts of
the organization. Through cross-functional collaboration, they can uncover
opportunities for advancement, change, and create new products.
b. Risk management:
Strategic leaders can anticipate risks and uncertainties using a robust knowledge
management system. They can make more informed judgments to reduce potential
risk by accessing past data and expert insights.
In summary, knowledge management supports the administrative, tactical and
strategic levels of an organization in the following ways:
a. Administrative levels benefit from increased productivity, simplified
communication, and more efficient resource management. - Resource allocation is
maximized, decision-making skills are enhanced, and problem-solving speed is
increased at the tactical level.

CKM313 – KNOWLEDGE MANAGEMENT Page 15

 CONFIDENTIAL

b. Strategy levels benefit from better risk management, the ability to drive innovation
and informed strategy development.
Organizations can develop a unified and effective approach to information sharing that
improves overall performance and competitiveness by practicing knowledge management
strategies based on individual requirements. level.

CKM313 – KNOWLEDGE MANAGEMENT Page 16