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... 1 Technology focused; there are 2 claim-supporting systems (AS400 & MHS). ... 3 Committed, experienced, innovative, open-minded, energetic management team
5 Relationship:
5. ... 1 Weak and fragmented supporting systems leadings to complicated labor-intensive workflow and heavy workload. ... 1 Wide gap between management team and middle management
3.2 Lack of empowerment and delegation, decision making at lower level, lack of confidence, dependent on the management
3. ...
In order to meet the above goal, the critical data, information and knowledge required are list as follows:
Activity Department Information, Critical Data & Knowledge Required
Production Design Marketing & Policy Administration „P Customer needs and expectations. ... Intranet & extranet
Product launch Marketing, Policy Administration & Claim Department „P Efficient production management
„P Source of competent staff to support
„P Source of skill labors and training
„P Customer expectation
Quality Assurance and quality control Customer Service Committee „P Customer expectation
„P Process capabilities measurement
„P Process control technique
„P Regular customer service survey
Methods use to capture the critical data, information and knowledge required is summarized in the following table:
Critical Data, Information and knowledge Required Capturing Methods
Capture customer data information „P Free membership in our website with insurance coupon for all successful member enrollment. ...
„P Search from the Internet
„P Survey with customer
„P Search from supplier (linkage with other medical group and hospital)
Process capabilities measurement „P Training courses for staff
„P Continuous educational training (LOMA, PC, Microsoft)
„P Join seminar from HKIF
Quality assurance „P Survey from Customer
„P Suggestion/Complaint box available in our website
Conclusion:
In order to achieve our strategic goal ¡§Improve our flexibility (Provide customized) health care insurance products and reduce our claim turnaround time through high technology¡¨, our Company has to acquire a series of identified knowledge, information and critical data to improve our existing products. From the above, we noticed that there are various possible ways to capture the identified knowledge, information and critical data. ... 2 If you were assigned the task of writing a policy manual for the knowledge management system, what general topics would you include?
In general, a policy manual should be established and maintained that includes the followings:
„P The scope of the knowledge management system;
„P Documented procedures or references to them;
„P A description of the sequence and interaction of the knowledge management processes in the system. ... Example: This Policy Manual defines the outlines of the Company¡¦s policy and procedures to establish, implement and maintain the Knowledge Management System. ...
2 Management Commitments and Policy
2. ... 1 A copy of the Company¡¦s Vision and Mission with top management approval. ... 2 Knowledge Management Policy
2. ... 1 A copy of the Knowledge Management Policy with top management approval. ... 3 Knowledge Management Objectives
3 Management Responsibilities
3. ... 1 A description of the top management commitment on setting up and approve the Vision, Mission and objective to implement the Knowledge Management System. ... 1 Identify the key persons, Chief Knowledge Officer and Knowledge Management Manage, and their responsibilities on the Knowledge Management System. ... 2 Responsibilities of Chief Knowledge Officer are:
3. ... 1 Define and set up the knowledge vision, missions and policy
3. ... 2 Set up the structure of the knowledge assets in spite of the objective. ... 3 Plan the knowledge management program
3. ... 7 Chair the knowledge management review meeting
3. ... 3 Responsibilities of the Knowledge Management Manager
3. ... 1 Manage the Knowledge Management team
3. ... 2 Develop and maintain the Knowledge Management system
3. ... 3 Communicate the progress to the top-management
3. ... 4 Establish the Knowledge Management Technological Architecture
3. ... 1 Chief Knowledge Office is responsible to define the vision, mission and policy in related to the knowledge management. ... 1 The mechanism, responsibilities and review of the Knowledge Management Objectives The top-level objective should be list here. For instance, improvement our staff knowledge in order to build customer relationship; reduce the claim turnaround time by process knowledge; encourage knowledge sharing; be a continuous learning organization. ... 1 A statement about Chief Knowledge Officer is responsible to allocate the resource in order to meet our mission and objectives. ... 6 Management Review
3. ... 1 Management review should be held regularly with the Chief Knowledge Officer, department head and key staffs to review the performance of knowledge management system such as the follow up action of the previous meeting, progress of the corrective action, customer needs, employee suggestions and any recommendation for improvement
4 Knowledge Management Document System
4.1 Describe the document structure of the Knowledge Management System.
Approximate Word count = 3695
Approximate Pages = 14.8
(250 words per page double spaced)
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