Knowledge And Information Management Report Case Study

Introduction Of The Knowledge And Information Management Report In Selected Organisations

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Part 1 – Case Study

In the current competitive business world knowledge management is the most crucial factor that can boost up the performance and efficiency of a brand over competitors. In recent times organisations must be concerned to implement effective knowledge management systems to promote and expand operation amid a wide range of customers. Capability of knowledge management assures the probability of success and failure of a brand amid a wider range of rivalries and helps a brand to gain compatibility that will explore the proficiency of a brand (Abualoush et al., 2018). For a few years organisations have faced various challenges due to covid pandemic and Russia Ukraine war that may affect the effective performance and profit margin of businesses. Due to these challenges the financial power of most of the sector gets affected very badly. Though organisations are now trying to give their best effort to boost up their performance and survive the losses. After the pandemic many organisations has transformed their operation in digital mode that is completely based on Knowledge process outsourcing.

Organisation that operates under e-commerce and digital streaming industry should implement an effective Knowledge Management System that will assist the brand to modify and upgrade products and services of the brand (Kianto et al., 2018). Organisation should make an effective evaluation of the Knowledge management system implemented by it that plays the most important role to manage and control talent of employees within the organisation. With proper efficiency in Knowledge management organisation will be able to lead hard and soft skills of workers towards the goals of the organisation. The following report will evaluate the Knowledge management system implemented by Amazon and eBay. It will identify several risks regarding the Knowledge management system used by the brands. The study will also provide recommendations on how to tackle the issues of the Knowledge management system and ensure effective future performance.

Brief introduction into both organisations by outlining their main organisation activities

Amazon is a popular American multinational technology company based on e-commerce, digital streaming, online advertising, artificial intelligence, cloud computing and many more services. It operates under the public sector with employees more than 1.5 lakh. The revenue of the company is 468.850 billion dollars (Britannica, 2022). The brand was established in 1994 and it operates in more than 20 countries across 5 continents. It is one the most influencing forces for economic and cultural development throughout the world and a valuable brand worldwide. The brand has multiple subsidiaries that help the brand to gain high profit and revenue that may help the brand to gain competitive advantage over competitors. It is the largest online retailer within the world that provides smart digital and cloud computing services to people. It has launched Amazon prime, the online subscription plan of the brand that acquires more than 200 million subscribers throughout the world (Britannica, 2022). The brand also offers a wider range of downloadable and streaming content through its several media, channels, and applications. Amazon has launched Amazon Web Services for providing API that provides web application building opportunity to web developers (Britannica, 2022). It launched Elastic computing cloud services in 2008 that help companies to take rent on data storage and computing power from Amazon (Hewage et al., 2018). Amazon has launched the Fulfilment programme that allows individuals and small companies to sell their products by using Amazon’s warehouses and infrastructure of the fulfilment programme.

ebay Inc. is an American multinational company that provides e-commerce services to customers worldwide. The headquarters of the company is based in San Jose, California. eBay facilitates C2C and B2C services to consumers through the website of the company. The brand was established in 1995 by Pierre Omidyar. The brand is a brand leader in the global commercial market that connects with a wider range of buyers and sellers across more than 190 countries. The brand offers economic opportunity for entrepreneurs, individuals, and organisations of different size and category (Ebayinc, 2022). It operates in the software development industry and acquires specialisation in retail, internet, technology and e-commerce services. It consists of more than 10000 employees. The website offers free services to buyers but it takes charges from sellers for listing products the limit of free listings gets crossed (Ebayinc, 2022). Sellers also have to pay a charge when their listed items get sold. The revenue of the company is 10.42 billion dollar in 2021.

Analysis of Strengths/Weaknesses/Opportunities/Threats of Knowledge Management System of the brands including similarities and differences between them

Amazon follows an effective management system to handle knowledge and information in a proper manner that helps the company to enhance its operation within the market and be a leading brand over competitors. The analysis of Amazon knowledge management system is evaluated below:

eBay uses Oracle knowledge management approaches that help to automate customer service interactions of the brand. With implementing the knowledge management system the brand gets the ability to reduce the time of service agents for handling customers.

Amazon and eBay operate in the same sector and deliver similar services to customers but there are also several similarities and differences between the two companies. The primary focus of the two brands is attracting people towards their website. Both brands offer browsing facilities to inventory of various ranges, quality to visitors (Haider and Kayani, 2020). Firstly, Amazon operates like a traditional store while eBay operates like an auction house. Amazon depends upon third party sellers so customers get the ability to optimise through a large inventory. On the other consequence, eBay relies directly on sellers for listing their products on the website (Mitchell, 2019). Amazon is a buyer oriented organisation while eBay is a seller oriented organisation.

Critical evaluation of both organisations’ Knowledge Management systems

Amazon has achieved success within the industry over competitors through an advanced knowledge management system that will help the brand to get connected with a large number of people. The KM system used by the brand follows several principles such as "one portal, one interface" that allows people to find a variety of service categories in one place that helps to save time and effort. It also helps workers to work more conveniently by using a common, familiar, easy utilising gateway that helps to promote knowledge within the workplace. According to (Baddaei and Saqib, 2021), Amazon also has expertise in "content management" that helps the brand to show every important detail regarding various products that helps to make product specifications and review of customers based on their experience about the product and the brand. Amazon assures proper organising of pages in their sites so people will easily access and read the contents.

According to (Lehyeh et al., 2021), Amazon follows KM management that helps the brand to provide appropriate and clear processes of various activities customers may have to accomplish. With efficient use of the KM system Amazon gets the ability to create mobile applications that may help customers to enjoy services anytime from anywhere using any devices. According to (Shabbir and Gardezi, 2020), Amazon faces several difficulties for assuring a proper knowledge management system as it will not integrate with groupware and electronic document management systems. With the knowledge management system the concern of workers in their work will be reduced, which may affect the productivity of the organisation.

According to (Park and Allui, 2019), eBay uses AI to connect with a wider range of buyers and sellers across more than 190 countries and interact with them for 1.2 billion listings of products. The brand uses data and customer insights to train algorithms and assure smarter AI within the brand. The brand uses artificial intelligence for enhancing product classifications and image processing. As mentioned by (Park and Allui, 2019), eBay uses text and image similarity models for raising the growth and accuracy for classify products in different segments. eBay uses computer vision and image processing AI that helps to provide more customised features to users as they can remove background in item photos. eBay uses machine learning to refine promoted listings of products.

As mentioned by (Park and Allui, 2019), implementing the knowledge management system will create difficulties as many workers will face problems grasping the costly and high standard training. The brand should face problems to maintain proper data protection regarding several issues associated with centralised data that may affect effective control and privacy of users.

Conclusion

The above report is based on knowledge management and their impact on enhancing the performance and progress of an organisation that may help an organisation to gain competitive advantages over competitors. In recent times the demand and expectations of customers is changing day by day so companies have to get proper understanding about the market and consumer demand and expectations. The best way to get customer insight is data and knowledge management that helps to identify demand of different customer segments. The study has selected Amazon and eBay as the organisations that operate under the e-commerce sector. In the e-commerce sector knowledge process outsourcing is the most essential factor that enables the success and profitability of e-commerce organisations.

E-commerce organisations have to be concerned about providing convenient and effective services to a large range of customers. Both of the organisations have implemented Knowledge Management systems to get better customer insights that help to ensure effective decision making. The report has demonstrated a brief overview of the two organisations with their various organisational activities. It has evaluated the benefits and limitations of the knowledge management system used by both organisations. It has also discussed similarities and differences between the two organisations. It has evaluated the effectiveness and drawbacks of tools and strategies used in knowledge management by both of the organisations. The study has explained how the organisations used KM in their business operations.

There are several issues that Amazon and eBay have to face due to implementing Knowledge management systems that may affect the proficiency of the brand. There are several problems such as lack of time management that may affect the rules and regulations of the workplace. Amazon is a very large organisation that consists of a large number of workers. So managers of the organisation face problems to review performance of workers of other departments and provide suggestions during the proper schedule. Due to implementing the AI knowledge management system the brand faces problems of lack of communication among employees as they used to rely on machine learning and processing. Due to implementing Artificial intelligence the productivity of performance of workers will be affected and their proficiency will get reduced. The lower productivity of workers may result in less morality and ethics among workers that may create a negative environment within the workplace that may create an aggressive work culture (Caballero-Serrano et al., 2019). Another problem in the organisation is lack of leadership and management that may reduce efficiency of performance of workers.

eBay faces several problems to maintain knowledge management systems such a lack of skills and expertise to handle automated knowledge management tools and strategies. It also faces problems to adopt infrastructure and equipment that requires high investment from the company (Greenstein-Messica and Rokach, 2018). The brand also has to make huge expenses for providing high training and advanced learning to employees to enhance their ability to handle AI tools and strategies. It also faces problems interpreting data with proper security and avoiding the risks of data hacking. It also faces problems ensuring data relevance and transparency that may affect the performance of the organisation.

Recommendation for development Knowledge Management System both of the brands

Amazon should be more concerned about giving proper value to employees by offering incentives, job security and a reward system that will inspire employees to give their best effort for making productive performance. The brand should set benchmarks and various tools and software’s to measure the performance of workers over a specific time. It will help leaders and managers to identify the knowledge and skill gap of individual workers that may affect productivity. Both of the brands should hire potential candidates from different countries of the world who have expertise in knowledge management and have efficient ability to handle various systems and equipment for ensuring better knowledge management within the workplace. The brands should give more concern on several factors that may affect the successful transformation of skills and knowledge within the organisation that may affect the effective delivery of digital services to customers of different locations at any time.

The organisations should use upgraded technology and software to save large amounts of data and information and find information quickly when it is required. Amazon fails to ensure the safety of data and information of customer retention services due to lack of space and attack of virus that may reduce the operational efficiency of the brand. Both of the organisations should implement effective virus protection software that will protect confidential data and information from being affected or hacked by third party access.

Amazon should use various AI functions to enhance the productivity of its knowledge management system. Both of the organisations operate under the e-commerce sector where the demand and preferences of clients is changing constantly so both of the companies should make proper research on current market trends and equilibrium. In the digital streaming industry there is a great problem for maintaining adequate resources and implications of technology and services that may affect the proficiency of operation of companies. Both of the organisations should be concerned to make effective allocation and utilisation of resources that will ensure high productivity of services and deliver more convenient and accessible service to customers of any place at any time.

Conclusion

The report is based on evaluation of Knowledge Management of Amazon and eBay. Knowledge management refers to manage and control knowledge within an organisation with proper expertise. In the current competitive world technology is getting advanced day by day so every organisation must be concern about implementing effective knowledge management system that may enhance the productivity of performance of the brand. It has analysed comparison between the knowledge management systems of the two organisations. It also has critically evaluated KM system of both of the organisation. It has provided possible suggestion how both of the organisation can improve their KM system for better organisational performance.

Part 2 - Individual Academic Presentation

Introduction Of The Amazon and eBay organisation

The presentation is based on the Knowledge Management System and its impact on the success of organisations. The presentation has selected Amazon and eBay as the organisation and will explain the KM system used by the brands. The presentation will provide an overview of the companies and their Knowledge management system. It will identify several issues both of the companies have to face related to KMS. Finally, the presentation will provide suggestions to prevent the issues regarding KM systems faced by the organisations.

Knowledge Management System and its impact on success of a brand

Knowledge management system refers to the set of content management software that is used to measure the knowledge contribution of any organisation (Abualoush et al., 2018). Knowledge management system acquires specialised software based on the talent management of workers within an organisation. Knowledge management system consists of a wider range of IT systems and software that collects and retrieves knowledge for ensuring better collaboration, understanding and alignment of various processes to achieve the objectives of an organisation and gain competitive advantages over competitors (Di Vaio et al., 2021). In the competitive corporate world it is essential to gain expertise in effective knowledge management that will assure high growth and profitability of the brand. Efficiency in Knowledge management systems helps organisations to collect, store and share valuable information with the help of digital software and technology. KMS helps users to record and access valuable information more conveniently. Knowledge Management system consists of content, optimisation, instruction and insight that assure effective decision making regarding Artificial intelligence within a brand.

Brand Overview of Amazon and eBay

Amazon and eBay are popular organisations that operate under the ecommerce sector. Amazon offers digital streamline and web services to customers and third party manufacturers. It is the world's most populated digital service providing brand. It also offers a digital service network to other SMEs organisations worldwide that helps them to sell their products and use AI technology to gain better organisational efficiency. The brand uses Automation Intelligence for managing and controlling Knowledge throughout the organisation (Britannica, 2022). eBay is a top competitor of Amazon that provides B2B and B2C services to worldwide customers. It is a seller oriented platform that provides opportunities to sellers of different parts of the world to sell their products and earn profit (Ebayinc, 2022). The brand uses artificial intelligence to connect with a wider network of buyers and sellers worldwide and give opportunity to people to buy or sell products more securely and conveniently.

Knowledge Management System of Amazon

Amazon uses automation technology and software to deliver more convenient and cost effective digital streaming services to clients. The KM system used by Amazon includes several principles such as "One portal, one Interface" that helps customers to get various services in one place that saves both time and effort and increases the brand value of the company (Alves et al., 2019). KMS used by Amazon has specialised in content management that helps to include detailed information about any products so people can easily make purchase decisions. KMS used by Amazon helps the brand to provide a clear set of actions for various activities customers may have to accomplish for pre or post purchase of products.

Knowledge Management System of eBay

eBay uses customer and data insights for assuring developed AI technology and gaining expertise in algorithms. The brand uses artificial intelligence for better classification of products and image processing (Ebayinc, 2022). Implications of AI in KMS help the brand to offer more customised features to customers that helps them to search a variety of products (Greenstein-Messica and Rokach, 2018). The brand makes listings of products on their website by using machine learning technology.

Issues of Knowledge management system

There is no doubt that KMS offers unlimited opportunities and benefits to organisations for modifying their products or service range. But there are several issues that organisations have to face while using KMS that may affect the performance and success of an organisation over competitors. Amazon and eBay operate under the ecommerce sector that requires efficiency and productivity in Knowledge Management to gain compatibility over others. Amazon faces problems due to lack of time management, which affects the focus of workers to complete the work before the deadline. It gives huge challenges to the brand to offer convenient customer services at any time and any locations. The brands face problems to maintain adequate resources that may impact on the productivity of the brands (Sprinkle and Urick, 2018). To manage and control KMS companies have to hire expert candidates who can handle the complicated system and software’s to assure efficiency and accuracy. Both of the brands have to make huge investments to adopt KMS infrastructure and software and provide training to workers. The most common problem in Knowledge Management is lack of data safety that may affect data transformation mistakes and hacking of confidential information.

Recommendations to prevent the Knowledge Management issues

It is essential to adopt effective strategies and procedures that will help to tackle the issues related with KMS and avoid the problems in future. By preventing the drawbacks of KMS organisation will perform better and gain more productivity. Amazon and eBay should make efficient use of AI tools and technology to assure better management and operation. Both of the organisations have to be concerned to maintain proper allocation and utilisation of resources that will prevent the problem of managing adequate resources. The organisations should employ virus protection systems to protect confidential data and information of clients ( Senadzo, 2019).

Conclusion

The presentation explained the Knowledge Management system and its impact in an organisation. It has evaluated the knowledge management system of Amazon and eBay and the contribution of KMS for assuring success of the companies. The presentation has highlighted several issues both of the organisations have to face and provide suggestions how to prevent the issues for better performance.

References

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