Celom Management Information System

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Since the telecommunications industries rely on thousands of knowledge workers to operate the company, so it is important for them to communicate and share their knowledge. Therefore, Celcom requires to make investments on KMS to capture as much knowledge as possible from their most experienced workers to ensure that knowledge management activities operate effectively.[pic 5]

Celcom is suggested to use KMS to enhance their daily operation in order to gain competitive advantage. For example, Celcom should have information knowledge to supports the Contact Centre Knowledge Portal for the front-end and to quickly access all information necessary to answer customer call. The goal of front end is to emphasize on fast response time and provide necessary information to users. Therefore, this knowledge portal should include information which is related to the product and service information, troubleshooting, event and promotion.

In this competitive industries, Celcom have to be kept updated with the global trend and current status in order to lead a significant position among its competitors. With implementation of KMS, the knowledge intensive will provide Celcom with effective solutions for performance improvement if Celcom facing business conflicts and production problems. Furthermore, having a high degree of accuracy and accessibility for information enables Celcom to respond quickly upon market changes and decision-making.

Organizations in the telecommunication community have increasingly adapted into cultural changes upon working behaviors and business performances. Knowledge management nowadays is the key factor leading to industrial success. Workers are educated with training so as to support productive procedures and further achieve business goals. With knowledge management, communications among workers and the understanding between departments will improve. Such knowledge is reusable which flows around in the knowledge management cycle for generating new knowledge.

To conclude, Celcom Company is encouraged to set up a KMS so that all users in the company can share both explicit and tacit knowledge and can get the information updated easily through their company’s intranet. Although maintaining knowledge management system is a long term task, in order to maintain excellent service and to survive in the competitive market, individual organization has to develop a systematic KMS to gain competitive advantage.

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- Celcom’s Complementary Assets

Celcom must support their technology investment with appropriate complementary assets in their organization and management in order for them to obtain meaningful value from information systems. It is important to have an awareness of the organizational and management dimension of information system as these can help Celcom to implement a successful deployment of information system in their organization. The complementary assets can be categorized into three which are organizational investments, managerial investments and social investments. Table below shows examples of the complementary assets.

Complementary assets such as new business model and business processes, supportive organizational culture and management behavior, appropriate technology standards, regulations and laws are required to derive value from a primary investment. Investments on information technology yields retu

COMPLEMENTARY ASSETS

EXAMPLES

Organizational Investments

Business Models

Business Processes

Managerial Investments

Organizational Culture

Management Behavior

Social Investments

Technology Standards

Internet and Telecommunication Infrastructure

rns but it does not guarantee a good return. Some firms invest a great deal of money and resources and receive few returns, whilst others invest less but receive much more. This is because new information technology investments are unlikely to produce high returns unless businesses make the appropriate managerial and organizational changes to support the technology.

Therefore, Celcom should rely on supportive values, structures and behavior patterns to obtain a greater value form their IT investments. If Celcom wants to redefine themselves and increase their profitability, they should pay more attention on the business model. On the whole the complementary assets enable an organization to reap superior returns by supporting the successful deployment of information systems in the organization. Celcom should acknowledge that investing in complementary assets is essential if they want to increase their profitability.

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