ADMAS UNIVERSITY

SCHOOL OF POST GRADUATES

MASTERS OF BUSINESS ADMINISTRATION

MANAGEMENT INFORMATION SYSTEM

INDIVIDUAL ASSIGNMENT

KNOWLEDGE MANAGEMENT SYSTEM (ETHIO TELECOM)

By
Melat Zeray
4121/21

December, 2022

Addis Ababa, Ethiopia

Ethio telecom will be subject to discussion of this paper regarding knowledge management
systems. Accordingly, this paper discussed the following points of knowledge management
taking Ethio telecom in to considerations.

 Ways that knowledge management systems benefits Ethio Telecom

 Solutions that this KMS (knowledge management systems) could bring to Ethio Telecom
in terms of each category
 How these solutions are applied?
1. Ways that knowledge management systems benefits Ethio Telecom
 Serve as important business intelligence

Information transfer circulates around the market speedily which uphold most of the input for
business activities and operational processes. Currently foreign telecom companies are entering
the telecom industry and in such competitive marketplace, Ethio Telecom has to keep updated
with both global trend and current status about telecommunication in order to lead a significant
position among competitors. In view of the business structure, Ethio Telecom is featured with
hybrid science of collaborations among people, process and technology. The key issue for
business benefit is to integrate those three components with a standardized and favorable
management system. The shared knowledge system provides workers a comprehensive way to
capture knowledge from individuals to the whole enterprises, so that valuable information and
skillful experiences within the companies are retained. Besides, intellectual capital from workers
offers as knowledge experts for business activities and future development at different aspects.
When facing business conflicts and production problems, the knowledge intensive process works
with the case by providing effective solutions for performance improvement. In addition,
business intelligence enhances communications among departments so that co-operative team
production can be more integrated with strong collaboration from various such as Sales and
marketing, Finance, Human Resource, Network and procurement and facility units of the
company. Having a high degree of accuracy and accessibility for information enables Ethio
Telecom to respond more quickly upon market changes and decision-making.

 Keep along as good practice captured

Nowadays, most developed countries pursue the global trend to engage into information society.
It is a society centering the information life cycle as the main economic activities and
participating with activate promote of information literacy. With the processes of creation, use,
distribution, maintenance and disposal, information circulations around the cycle play a
significant role for economic growth and wealth making. It is obvious that ties with the global
market and master the inventive technologic advancement. On the one hand, Ethio Telecom
makes contribution in technology innovation and creates new information, and on the other hand,
the company pile up information generated and make out knowledge accumulation. Information
can be easily lost if the company keep it without good practice and relevant management
procedures. Ethio Telecom have increasingly adapted into cultural changes upon working
behaviors and business performances. At present, KM is the key factor leading to industrial
success. By bringing in professional experts and consultants, workers are educated with KM
practices so as to support productive procedures and further achieve business goals. After
inputting KM as the major production scheme, communications among workers improve and
hence the understanding between departments. New discovery of production processes with KM
concepts makes progress for business achievements. Such knowledge is reusable which flows
around in the knowledge management cycle for generating new knowledge.

 Manage relationships with key customers

For companies like Ethio Telecom, typically sales people work at the frontline in the business
production and deal with customers providing high-quality services and in return, getting
numerous business transactions. This kind of business production pattern depends heavily on the
people issue and that the skills bearing from the sales persons place influences on the production
progress and achievement. By the means of knowledge management, information is handled and
stored with appropriate classifications so that it can easily be retrieved and transferred regarding
different needs urged from workers. In the past, workers had to search out the information in
persons and such cases really tool up a long time and even a high cost for business operations.
Further, it hindered the processes of transacting customer orders to be followed and managed. In
order to improve the productivity level in entire operation process, organizations get started with
knowledge development and intend to maintain good relationships with their potential
customers. Large amount of customer information shows a majority in business production
resources. With effective handling procedure and organization support, knowledge-intensive
process retains the important customer information as well as the consumption pattern as the
indication for making strategic business decisions and future development goals.

 Build up as valuable organization assets

The emergence of the knowledge management locates as the chief execution in organization
assets and knowledge repositories within the telecommunication market. It is the main objective
to capture the human capital into explicit knowledge and to be understandable and long-lasting.
Workers in the Ethio telecom get a high tendency to shift employment from one company to
another for example recently to Safaricom, which indicate the possibility of human capital being
carried away since staff resign and leave the companies. To maintain sufficient human resources
and build up informative support for business production, KM gives out contribution making up
company’s own knowledge base by turning implicit knowledge into explicit knowledge.
Accumulated KM strategies tend to be reusable and serve as the organization assets. KM
implementation ties with organization objectives and integrates with different communities of
practices among knowledge experts from various divisions in the companies. Shared knowledge
and business intelligence bring in the most valuable resources for improved business
performance and competitive advantages against competitors in the market. The practice of KM
focuses on the management of specific knowledge gained from different organizational experts,
and also addresses the development and cultivation of the channels through which knowledge
would flow along with. By understanding the regular functions of the KM cycle, Ethio Telecom
can streamline business process for co-operating with different related sectors of the market.

2. Solutions that this KMS (knowledge management systems) could bring to Ethio
Telecom in terms of each category
 Adding contextual information to data - where was this information used? What
factors need to be considered when using it?
 Using multimedia e.g. adding video clips or voice to databases of best practice or
problem solution databases
 Providing annotation - adding informal notes to individual data items; using MAPI
enabled software, where a document or file can be sent with a forwarding note by email.
 Qualifying information - giving details of originator, users adding comments about the
quality of information. It enables Ethio telecom to maintain consistency in interactions
 with customers and improving the quality of service by enabling frontline staff to find
high quality resources in the form of documentation, guides, and data. This is also related
to providing high quality data that is immediately available for analyses and faster
decision-making.
 Providing links to experts - a ‘click’ button to contact an expert (either by email or
phone). Enabling experts and teams in the company to connect, collaborate, and create
synergies using new platforms; and Utilizing improved communication platforms to
allow ideas to surface more easily and drive innovation.
 Putting in place tools, processes, and incentives to encourage the creation and
dissemination of digital knowledge assets
 Designating repositories where information and data can be securely stored so staff can
have easy access to them;
 Continuously improving its operations to preserve and leverage its institutional
knowledge and experience;
 Providing new tools, spaces, and opportunities for staff to share knowledge, experience,
and best practices;
All the solutions mentioned above are directly related to the solutions that knowledge
management system could bring to Ethio Telecom and as we can see from the discussions they
are highly related to the characteristics of the organization.
3. How to Apply
With growing knowledge base such as database system or portal network, captured knowledge is
stored properly with various classifications and then further shared within the organization.
Every department in the company has its own knowledge base and experts. With better
communication between departments, collaboration can be more easily carried out for large
business projects and knowledge from different experts can suit for different needs derived from
various business events. After that, knowledge generated will be documented, making the tacit
knowledge and know-how of experts to be available to each other through KM education in the
company. Knowledge harvesting is an approach allowing a wider use of existing knowledge to a
much wider range of people. Capable case study of KM practice in the company will be codified
as best practice showing around at the portal network and KM system. Once particular project
was completed, the KM facilitator conducted interviews to review evaluation and measure the
usefulness of knowledge being codified. Lastly a knowledge pool is formed through
accumulation of critical knowledge.