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You have also seen that it is not very easy to implement KMS as it depends on three major factors of people, process and technology and that knowledge for an organization can be acquired from various sources both internal and external. Equipped with this knowledge you are required to complete this assignment which contributes towards 50% of your coursework marks.Choose any one of the following, considering that you have suitable access to the process of working, data and functions without breaching any confidentiality.The organization or part of the organization (department/division) where you are not working and have not worked previously, but to which you have suitable access for this assessment. For example (you could consider departments/units at MEC like Student Success Center, Marketing Department, Student Support Services, Library etc. but with prior discussion with your faculty) ( the organization is OXY Occidental Oman) * the example of this assignment and work proposal are attached * Submit a work proposal with in 3 days ( task 1)* • Adequate referencing and citation provided* Follow the CU Harvard referencing style* read the Instructions carefully
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SPRING- 2018
Knowledge Management & Business Intelligence (COMP 1010)
Individual Assignment
Work PROPOSAL
Done by: Hamed Saif alwaili
ID Number : 15f14575
Submit to: Mr. Mohammad Saqib
Brief about bank Dhofar :
Bank Dhofar was established in January 1990 and was known as the Bank of
Oman Dhofar Oman and started its banking operations in two branches in Muscat
and Dhofar. The bank offers many electronic banking services such as online
banking, mobile banking, cash deposit and payment machines. In addition, Bank
Dhofar finances medium and small projects to contribute to the country’s
development and diversification of income sources.
Task 2:
In this Assignment I will give a brief about Bank Dhofar and the business and
services it provides to consumers and will choose one of the important sections in
the bank which is (Business and Corporate Banking), it is a department that
financing of commercial projects and commercial accounts of companies and
others. In addition to providing an overview of knowledge management,
knowledge and importance in each business organization and how they are applied
and what methods of knowledge they taken from experts and how is taken and
where is applied in the bank.
Task 3:
I will talk about (Strengths, Weaknesses Opportunities, Threats) analysis it. After
that, I will apply it to the selected department of Bank Dhofar and will review the
knowledge audit and put it in a detailed table and make appropriate
recommendations.
Data gathering:
The data will be collected from the Internet and use of some knowledge
management books will be included, in addition to meeting a friend who is an
employee of Bank Dhofar.
Table plane:-
Tasks
Start date
Due date
Task 1(Proposal)
20/04/2018
21/04/2018
Task 2
23/04/2018
28/04/18
Task 3
01/05/2018
09/05/18
Submission Individual
Assignment
Week 12
References
Bankdhofar.com. (2018). BankDhofar – AboutUs. [online] Available at:
http://bankdhofar.com/en-GB/AboutUs.aspx [Accessed 20 Apr. 2018].
Frost, A. (2018). Knowledge Management Resources. [online] Knowledge-managementtools.net. Available at: https://www.knowledge-management-tools.net/KM-resourcestechniques.html [Accessed 21 Apr. 2018].
Gamble, P. and Blackwell, J. (2001). Knowledge management. London [u.a.]: Kogan Page.
Jain, P. and Mnjama, N. (2017). Managing knowledge resources and records in modern
organizations. Hershey: Business Science Reference.
McInerney, C. and Koenig, M. (2011). Knowledge management (KM) processes in
organizations. [San Rafael, Calif.]: Morgan & Claypool.
Mindtools.com. (2018). SWOT Analysis: Discover New Opportunities, Manage and Eliminate
Threats. [online] Available at: https://www.mindtools.com/pages/article/newTMC_05.htm
[Accessed 21 Apr. 2018].
Nccmt.ca. (2018). Resources for a knowledge management strategy | Resource Details |
National Collaborating Centre for Methods and Tools. [online] Available at:
http://www.nccmt.ca/knowledge-repositories/search/111 [Accessed 21 Apr. 2018].
Personal.cb.cityu.edu.hk. (2018). [online] Available at:
http://personal.cb.cityu.edu.hk/jlzhao/jdm06-KMO.pdf [Accessed 21 Apr. 2018].
Staff, I. (2018). SWOT Analysis. [online] Investopedia. Available at:
https://www.investopedia.com/terms/s/swot.asp [Accessed 21 Apr. 2018].
Done by: Hamed Saif alwaili
ID Number : 15f14575
Submit to: Mr. Mohammad Saqib
Page 1
Table of Contents
Task 2 : ………………………………………………………………………………………………………………………………………. 3
Introduction ……………………………………………………………………………………………………………………………….. 3
About Bank Dhofar : ……………………………………………………………………………………………………………………. 3

knowledge is captured and how is it captured: ………………………………………………………………………. 3

methods are used to elicit knowledge from experts: ………………………………………………………………. 4

elicit knowledge are used in Bank Dhofar: ……………………………………………………………………………… 4

Knowledge Management Applied : ……………………………………………………………………………………….. 4

Knowledge sharing: ……………………………………………………………………………………………………………… 5
TASK3 : …………………………………………………………………………………………………………………………………… 5

SWOT analysis : ……………………………………………………………………………………………………………….. 5

Audit knowledge: …………………………………………………………………………………………………………….. 6

Benefits of Knowledge Auditing: ……………………………………………………………………………………….. 6
View the audit results defined in the bank: …………………………………………………………………………………. 6
Recommendations: ………………………………………………………………………………………………………………. 7
Conclusion ………………………………………………………………………………………………………………………….. 8
References:…………………………………………………………………………………………………………………………. 9
Page 2
Task 2 :
Introduction
In this report, I will present a brief profile of Bank Dhofar and the business and services it provides to
consumers. Then I will talk about the knowledge management of a bank that has been captured and how it
is captured, the methods used to learn from the experts, how they are applied and where they are applied
in the bank. Then in the third task, the strengths, weaknesses and threats will be discussed, analyzed and
applied to the selected section of the bank and I will eventually make the necessary recommendations
(Bankdhofar.com, 2018).
About Bank Dhofar :
Bank Dhofar is one of the banks operating in the Sultanate of Oman since 1990, it was known as Bank of
Oman and Dhofar. Bank Dhofar has a diverse range of high end products and services and is one of the
fastest growing banks in Oman. Bank Dhofar has a total of 68 branches around the Sultanate of Oman and
has assets exceeding RO 3.763 billion. Bank Dhofar is a technical Bank is used to facilitate procedures
for its customers and to expedite the completion of banking transactions, for example, Internet banking
and mobile phone applications. Due to the many services offered by Bank Dhofar, the Bank has a number
of key departments that reflect the Bank’s core engine and the services it provides to customers for
example (HR, Customer Service, Accounting, Auditing, Marketing, etc.). Bank Dhofar is keen to help
business leaders finance and develop their businesses in the Sultanate of Oman, I choose (Business and
Corporate Banking department) from bank Dhofar to work on it in his assignment. This department
specializes in business finance and manages accounts for companies including managing corporate assets.
This is a vital part of the bank as it attracts large amounts of capital to the bank to move investments
(Bankdhofar.com, 2018).

knowledge is captured and how is it captured:
The process of capture the knowledge at Bank Dhofar in the corporate and business banking department,
we can say, it’s done by communicating, holding meetings and meeting with managers of large
companies with large capital to know their banking needs (Integritie.com, 2016). Through this procedure,
the bank’s representatives write notes and suggestions to improve the services provided by the bank.
(Frost, 2018) Bank Dhofar share the knowledge with customer through the transfer of implicit or explicit
knowledge to customers, for example:


The annual report clerks are sent to the customers to know all the amounts that have been entered
or out of their bank accounts, thus making it easier for them to make financial decisions about the
company.
Informing companies of everything new in corporate banking.
We can say that the capture of knowledge in this department is done through meetings, communication
and interviews for the owners of companies and that this method used to capture knowledge is very
confidential and cannot be accessed because it contains reports of companies and corporate income data
and others, They are secured by Bank Dhofar and are responsible for them (Frost, 2018).
Page 3

methods are used to elicit knowledge from experts:
In Bank Dhofar many methods are used to devise knowledge from experts, to obtain information to solve
all the problems facing the bank. There are many common methods used in many banks and local
companies, but Bank Dhofar uses direct access to expert knowledge from the experts in the business
sector and asset management including banking management (Hoffman et al., 2006). The direct way to
question an expert is how to do it. In order for the interview to succeed, the expert must be clear and
ready to share the information and must express information in simple and easy ways (Burge, 2017).

elicit knowledge are used in Bank Dhofar:
1- Interview:
The interview will ask the expert about his specialty and how to perform certain tasks and how to solve
the dilemmas he faces during the performance of his duty.
For the success of the interview requires the person who is being interviewed to have the back of the
questions and then the expert must answer the questions in all transparency and clarity and should take his
time in thinking (Burge, 2017).
2- Simulation:
The simulation method is used using the computer system and systems used by Bank Dhofar. For
example, the expert to transfer information and share with the beneficiaries by explaining in special
sessions determined by the expert to them using the simulation programs, all in the workplace without the
need to move from one place to another.
3- Prototyping :
Provide a prototype (plan, system, strategy) to the expert to be studied and analyzed well and then the
expert presents his opinion in a detailed report of all negative and positive aspects.

Knowledge Management Applied :
Knowledge management is applied in the Bank’s staff to ensure continuity and sustainability of
knowledge for fear of losing it due to the retirement of experienced staff or death (Watson, 2013).
Technological advances, Bank Dhofar has a great opportunity to collect, store, distribute and use
knowledge in a very easy way. For example, knowledge is taken from the oldest employee of the bank
and transferred to new employees through workshops held weekly and quickly, not exceeding one or two
hours a week. We have appointed experienced and knowledgeable consultants to benefit from them and to
convey the knowledge of Bank Dhofar in order to improve the performance of the employees and to
satisfy the customers of the bank to provide them with better services and higher quality.
Applies knowledge on Bank Dhofar in many cases including:

Application of knowledge in decision-making:
By providing accurate and reliable information to decision-makers, so that is a very appropriate
environment is available to make good decisions. Cooperation and sitting at a round table
Page 4



bringing together experts and decision-makers, there is a large number of information and ideas
of different and varied.
To facilitate finding information when needed:
When there is a need to respond to a bank customer to solve a problem or answer any query. For
example, when a customer contacts the bank, the employee is fully prepared to answer any
queries because of the employee’s experience and the information that is available on the
computer in front of him. .
To stimulate innovation and growth:
All profitable companies and institutions are eager to increase revenue through innovation and
competition. How? We can say that creating new knowledge through the active participation of
the employee, cooperation, information provision and motivation can stimulate innovation and
achieve growth.
Knowledge sharing:
The sharing of knowledge is necessary to the success of any institution for its contribution make easiest of
decision-making and achieving the objectives of the institution. Knowledge management depends
primarily on providing the right knowledge, the right sources at the right time, and the right
apportionment (Frost, 2018). Most institutions, including Bank Dhofar, use knowledge sharing between
employees. The exchange of knowledge depends on the desire of the knowledge owner to transmit it and
the desire of the recipients to know how to benefit from it. The division of implicit knowledge occurs
through different types of social issues, which are difficult to identify and codify, and there are factors
related to the implicit knowledge including:
* Informal knowledge sharing: An example is the daily interactions that occur between employees in the
work environment.
* Formal knowledge sharing: An example: Meetings and workshops that take place inside or outside
work.
TASK3 :

SWOT analysis :
In each organization, SWOT analysis helps to identify strengths, weaknesses, opportunities and threats
faced. The main objective of the SWOT analysis is to identify all the variables that may adversely affect
one of the four categories, allowing you to take a comprehensive look at your organization and its
business process (Mindtools.com, 2017).
Now we will be applying SWOT analysis to the Business and Corporate Banking department:
1- Strengths:
• Work does not stop and we do not have a boring routine at work.
• Sometimes we do not need the approval from the top management, we make simple decisions
ourselves.
• Provide the best care for the customers section and they feel very satisfied with the special
services provided by the department to them.
Page 5


Head of department has a very good reputation with commercial companies.
Bank transactions can be cleared for companies in the company’s headquarters and this is what
makes the owners of companies comfortable.
2- Weakness:
• Pressure on the staff because of the shortage of staff in the section, which increases the fatigue of
the employee and can not go on holiday due to work pressure.
• Weak marketing because we rely on the reputation of the department head only to attract new
customers and there are no new marketing plans.
3- Opportunities:
• The government encourages business, which increases the chances of winning new customers
wishing to open new projects.
• There are no strong competitors in the Omani market especially in support of small and medium
enterprises.
• Participation in the annual business exhibitions held at the Amman Exhibition Center.
4- Threats:
• Verify that all transactions are valid and legal to avoid falling into the regulatory accountability.
• The emergence of competitors in the business market, to finance a small project with lower
interest rates than Bank Dhofar.

Audit knowledge:
In general the audit is the assessment of the person, organization or project, etc. An audit is carried out to
ascertain the authenticity of the object to be verified and the reliability of the information issued
therefrom. The audit provides reasonable assurance that the data is free from errors (Alshujeary, 2018).
Auditing knowledge is a major step in knowledge management and gives the Bank a comprehensive
picture of its strengths and weaknesses points and allows it to focus in the right direction (Alshujeary,
2018).

Benefits of Knowledge Auditing:
1. helps the bank to clearly define the knowledge required to support the objectives of the
organization.
2. Helps to detect and maintain any duplication of information.
3. Provides a clear map of why there is knowledge in the bank and where it exists.
4. Provide clear evidence of the extent to which knowledge is being used effectively and
whether improvements are required (pmtips, 2016).
View the audit results defined in the bank:
Knowledge
Present
Future
Page 6
audit
components
1-
K. need analysis
1- Lack of manpower.
2- The absence of this section in different
regions of the Sultanate so the client to go
to Muscat to complete the rest of the
procedures.
3- Delay in the transfer of knowledge
between employees of the bank.
4- The bank must intensify staff training
and qualification.
2-
K. inventory
analysis
1- An inventory of knowledge is done
using files and papers in the traditional
way to find the location of the knowledge
of documents, documents and files.
2- Lack of a knowledge system of staff
data, skills and experiences.
3-
K. flow analysis
4-
K. mapping
1- Knowledge flow is done in traditional
ways The Bank does not have a follow-up
mechanism to follow those people how
need of knowledge to provide them.
2- The flow of knowledge to customers on
the Internet is unclear so the customer has
to contact the bank to inquire.
1- The knowledge flow map between the
Bank’s staff through the meetings so that
the variables that occur in the bank are
discussed weekly.
2- There is also a map to convey
knowledge to customers by
communicating with them and meeting
them to find out their suggestions for
working on them.
3- Knowledge is transferred through the
call center between the Bank’s staff and
the Bank’s customer to answer their
queries.
Increasing the number of employees of the
Corporate and Business Banking Division to
reduce the pressure on existing employees.
Circulate this section to all branches of the
bank so that it is easy for customers to
complete their transactions quickly.
Encourage and encourage knowledge sharing
among Bank staff.
To qualify the Bank’s staff so that they can
complete their tasks to the fullest.
1- There should be a fast electronic system for
inventory and knowledge of the locations of
the existence of knowledge, to make it easier
for employees to deal with them and to save
time and effort.
2- Develop a human resources and database
system to make it easier for managers to make
decisions.
1- Develop a training course for all bank staff
to ensure knowledge flow for all employees.
2- The information on the website must be
rearranged to ensure that it is properly
communicated to customers.
1- Meetings should be more sophisticated
using state-of-the-art technology such as
simulations so that all bank staff in all
branches around Oman can attend and benefit
from it.
2- Through the application of Bank Dhofar, it
is easy to obtain and work on customer
suggestions.
3- Use social networking sites to
communicate information and knowledge to
as many people as possible.
Recommendations:

In order to achieve further progress in the service of Bank Dhofar customers, it is recommended
that the expertise and competencies in the Bank be exploited to achieve more goals.
Page 7


Intensify the training and qualification of the employees of the corporate and business banking
department to ensure the transfer of knowledge and ensure continuity among employees.
Facilitate the procedures of the small and medium-sized entrepreneurs to obtain a loan to start or
develop their existing projects.
Conclusion
In the end, we learned in this research how knowledge is captured, where knowledge is applied and how it
is shared with employees, how SOT analysis, auditing and its benefits are performed on the bank.
We conclude from this research that Bank Dhofar has many elements that are help the Bank’s success to
become the best bank in the Sultanate of Oman …
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