Information Management, Knowledge Management, and Organizations
In my essay I will address the concepts, problems, and solutions that Frito-Lay and Roads and Traffic Authority (RTA) faced when implementing a Knowledge Management System. I will also address issues and problems not covered in either case study that could pose future difficulties.
Concept
The Frito-Lay Corporation and the RTA didn't have exactly the same problems, but their concepts of knowledge management are virtually the same. I looked at the goals of Frito-Lay and RTA to evaluate their concept of knowledge management. Frito-Lay's goals were; to streamline knowledge, exploit customer specific data and foster team collaboration. RTA goals were improve service and information to customers, help new staff become familiar with RTA policy and procedures faster, reduce training cost, reduce the time customers are placed on hold, and reduce problems from escalating to the team leader, management level. Frito-Lay and RTA both came to the conceptual conclusion that they needed a system to create, store, quickly access, and share information throughout their organization.
Problems
The Frito-Lay Corporation and the RTA had the same problems with gathering information, data, and knowledge to create their Knowledge Management System. Information was trapped in filing cabinets and computers in many different locations around the organizations. Many subject matter experts within the organizations were holding knowledge and experience that was vital to the daily operations of the organization. Gathering this information and knowledge for both organizations would prove to be a difficult and time-consuming task.
Solutions
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