Upravljanje znanja na oddelku pomoč uporabnikom v javnem zavodu Arnes : diplomsko delo

Vranetič, Taja (author), Dečman, Mitja (mentor)

O pomenu znanja in njegovem upravljanju na različnih področjih veliko govorimo. Če želimo doseči uspešen okvir upravljanja znanja, moramo najprej poznati in razumeti pojme, kot so znanje, podatki, informacije ipd. V pričujočem diplomskem delu raziskujemo pojem upravljanja znanja ter upravljanja znanja na oddelku pomoč uporabnikom v javnem zavodu Arnes. Za glavni cilj smo si zadali določitev uspešnosti okvirja upravljanja znanja na omenjenem oddelku. Želeli smo namreč preveriti stopnjo uspešnosti enega izmed oddelkov edine Akademske in raziskovalne mreže v Sloveniji, javnega zavoda Arnes. Izbrana metoda zbiranja podatkov je bil polstrukturirani intervju, metoda analize podatkov je bila tematska analiza. Ta pristop je najbolje uporabiti, kadar natančni odgovori pomagajo razjasniti težavo in pri analizi sodeluje en ali več posameznikov. Intervjuje smo izvedli s šestimi osebami, ki so zaposleni na oddelku pomoč uporabnikom. Analiza raziskave je pokazala, da je trenutni okvir upravljanja znanja na oddelku za pomoč uporabnikom v javnem zavodu Arnes delno uspešen, kar je razvidno v diskusiji in ugotovitvah na koncu diplomskega dela. Diplomsko delo lahko pripomore k delovanju organizacij v javnem in zasebnem sektorju, saj je delovanje le-teh uspešnejše, če je uspešen tudi njihov okvir upravljanja znanja. Z uspešnim okvirjem upravljanja znanja se namreč tako ustvarja, kot tudi vzdržuje in nadgrajuje znanje v organizaciji. Omenjeno lahko organizaciji pripomore do višje kakovosti, boljše prepoznavnosti in posledično k uspešnejšemu delovanju.

• Language: Slovenian
• Keywords: Podatki, informacije, znanje, upravljanje, Arnes
• Work type: Bachelor thesis/paper
• Typology: 2.11 - Undergraduate Thesis
• Organization: FU - Faculty of Administration
• Place of publishing: Ljubljana
• Publisher: [T. Vranetič]
• Year: 2021
• Number of pages: VIII, 46 str.
• PID: 20.500.12556/RUL-132093
• UDC: 005.94:004.58(497.4)
• COBISS.SI-ID: 83763715
• Publication date in RUL: 12.10.2021

Secondary language

• Language: English
• Title: Knowledge management in the customer service department in the Arnes public institution

Abstract

There is more and more talk about knowledge management in various fields. In order to achieve a successful knowledge management framework, it is first necessary to know and understand concepts such as knowledge, data, information, etc. This diploma thesis explores the very concept of knowledge management and knowledge management in the customer service department in the Arnes public institution. The main goal was to determine the performance of the knowledge management framework in the department. We wanted to check the level of success of one of the departments of the only Academic and Research Network in Slovenia, the public institution Arnes. The chosen method of data collection was a semistructured interview, the method of data analysis was thematic analysis. This approach is best used when accurate answers help clarify the problem and one or more individuals are involved in the analysis. We conducted interviews with six people employed in the customers support department. The analysis of the research showed that the current knowledge management framework in the customer support department at the Arnes public institution is partially successful, which can be seen in the discussion and findings at the end of the diploma thesis. The diploma thesis can contribute to the operation of organizations in the public and private sector, as the operation of these is more successful if their knowledge management framework is successful as well. With a successful knowledge management framework, knowledge is created, as well as maintained and upgraded in the organization. This can help the organization to higher quality, better visibility and consequently more successful operation.

• Keywords: Data, information, knowledge, management, Arnes