BAC 2694 MANAGEMENT

CONSULTANCY
Consulting in Knownledge Managament
NAME

ID

NG YING LING

1092700331

BONG ANNIE

1102700116

CARLYN LEE SIEW KHIM

1102700119

NG SHI YUN

1132700734

LAW SIAW CHING

1132700869

1.0 CONSULTING FIRM

BACKGROUND

CONSULTING FIRM BACKGROUND

HAY GROUP
60 years experience
Transform research into actionable insights
over 2,600 professional consultant and others
employees
84 offices in 48 countries
Main office of Malaysia located in PJX-HM
Shah Tower, Petaling Jaya

2.0 CLIENT BACKGROUND

About O.L.Yeo & Co.

Founded by Willie Yeo
Originally a small accounting and auditing
firm
then provide taxation services together with
Sarah in O.L.Yeo Taxation Sdn. Bhd.

"Play hard, work harder"

said by Willie

About O.L.Yeo & Co.

Traditional way of carry out their auditing
services
working paper, filing system
using cabinet to store past year working paper
file
have to access those file by senior

About O.L.Yeo & Co.

Internal Management Problem
Jerry Wong, the general manager which
manage the entire company instead of Willie
need Jerry come to the office to check all the
auditing report one by one
Time, cost?

About O.L.Yeo & Co.

Secretary department
have their own secretary department, but
using traditional system as well
filing system, and information is all written by
hand
hard to find, and easy to lost all the
information or data

3.0 STATEMENT OF PROBLEM

AND SYMTOMS

Background of the Problems:

The company is still using the traditional way in
managing the services.

Problem 1: Technology Issue

Although the company has implemented database in the
business, but there is some restriction on it.

Lack of access authority

The database is protected by password

Approval is needed before access
Only the top management could be accessed as a whole
People with authority within the department could only
access to the information of the particular department
No real time collaboration

 Employees shall be given equal authority

To obtain various information
To make certain decision
How, in what order, which tools they will using in
carry out the job given
The junior employees are requested to perform
some other than their job scope work.
May not be possible to plan and carry out the job
responsibility.

Problem 2: Leadership Issue

Leader is a person who provides guidance, instruction, and
direction to a group of people in achieving the key results.

i) Conflict and communication issue

The new employees or practical training students will seek
advice or help from various seniors
Adopt to the method that they feel is easier for them to
understand and carry out the job.
Conflict may arise when there is different in work style.
It is best to communicate with the team on the subject area,
work styles and preference.

 ii) Leaders complain of constant interruptions to

answer the same questions from the less
experienced employees
Feel distract
Inconsistent demand asking the same question
from difference people
Prevent them from the continuing the work that they
expected to get more production as in the time frame
given.

Problem 3: Internal Management

Issue
Time consuming
Employees are wasting time
Searching and asking for the data or documents
A reason to have their own sweet time in the company
A proper system shall be implement.
Save time
Serve as backup when the paper-works were destroyed.
Job information is hardly to be share in the form of verbal
message.
Serve as a training guideline to the new employees.

4.0 PURPOSE

Purpose

Help the firm to have Knowledge Management

system in their firm and understand what is it in
the system

5.0 OBJECTIVES

OBJECTIVES
1.Acknowledge the importance of knowledge management
2.Improve the company technology system

6.0 METHODOLOGIES

Methodologies
Observation
We observed how O.L Yeo Company used tradtional ways to access authority
Obersavation on how staffs share and imply their knowledge on their jobs
Interview others experienced Audit firms in using Knowledge management
system
Conduct interviews with at least two persons from each of the Big Four Accounting
Firms in Sweden and Vietnam.
Interviews in Vietnam were conducted face to face
Interviews of companies in Sweden were made via telephone and Skype
Different questions and issues relating to knowledge management were raised during
the interview process
Research on others organization
Making research in others organization for further better understanding of how
knowledge management is being carried out.
APQC is an organization in which companies come to for best practices and emerging
trends, networking opportunities, benchmarking training, and advisory support.
Firms such as Ernst and Young, KPMG, and Deloitte take full advantage of APQC by
using their consulting services for their knowledge management systems.

Methodologies
Gather Information or data from experienced firms
Data were gathered from secondary sources found in academic
journals,books and information available on the internet.
Among these are reports by audit firms such as KPMG,Deloitte and
Ernst&Young are downloadable from their homepages while the secondary
sources included web pages of studied audit firms,their annual reports and
articles relating to the topics.
Gathered Information regarding type of Knowledge
Tacit knowledge, which is hard to articulate compare to explicit knowledge
This kind of knowledge is difficult to communicate or share with others, and
is generally inside the heads of individuals and teams.
Since knowledge may be an organization's only sustainable competitive
advantage, it is very important to capture tacit knowledge

7.0 RECOMMENDATION AND

SOLUTION

Recommendation / Solution

Information Databases
1. Feedback Databases
Total Quality Management (TQM): comprehensive approach to
consulting firm that seeks to improve the consultancy through
ongoing refinement in response to continuous feedback.
database of feedback from customers and employees and shares
this feedback with their design and research and development
department.
Employees would be able to enter feedback into the database and
an integrated approach would be taken to understanding the
shared information.
More easily and convenience for the company to investigate
employees and customer feedback and information.
Support organization mission and its long term strategy and
objective.

2. Share Project File

An employee team can work collaborative on a project.
shared files and information that allows everyone on the team to upload
and comment on work performed by others.
file sharing solutions geared toward organizations are offering the security
and collaborative features that company need.
Easy and secure to share file and document towards employers and
employees.
3. Research Files

Seeks to understand research problem or topic help in consulting services:

ideas, opinions and suggestion.

Developing and searching what solution used to solve the problem faced
by others auditing firm.

Collect evidence , systematically uses a predefined set of procedures to

answer the question and seek answer to a question.

Help employees to search information and document such as client

company report to solve the problem and complete their job.

Software & Services

Cloud: providing knowledge management services
that these services can be used to enhance
decision making, profitability and response time to
key issues.
Store data and information across the cloud into
coherent resources for employees.
Provide basis for good decision making through
structure, search, subscription and an etc.
Search relevant information and resouces about
what kind of problem and answer to complete the
task.
Help to consist subscription payments to avoid
larger up front costs and improve cash flow.

Web 2.0
Gain advantage by engaging with company
users by providing sharing knowledge into
organization strategies.
Encourage interactive collaborative such as
blogs, networking application (Facebook)
and Wikis.
Generate new concept, ideas and
opportunities within inside or outside
organization.
Widely communication system to contact
client through Facebook, email and Twitter.

Document and Information Management

collection and management of information
from one or more sources and the distribution
of that information to employees company.
provide information infrastructure for people
to capture, store and share knowledge
among employees.
Store and manage file effectively and prevent
mistake occurs.
High security to protect client privacy and
prevent disclose to others competitors.

8.0 PROJECT PHASES SCHEDULE

PROJECT / TIMING SCHEDULE

Year
Month
Week 1
1. Diagnosis
2. Identify what Knowledge
Management means for the
firm
3. Introduce to implement a
SaaS solution and choose
a system that provides
social software tools
4. Ensuring the client
company is fully utilizing
the system well
5.Checking and Making
sure the O.L.Yeo Company
constantly improve
knowledge

2015
NOVEMBER
2

2016
JANUARY
FEBRUAR
Y

DECEMBER
4

1,2,3,4

1,2,3,4

Project Scheduled
Phase 1 : Diagnosis
In this stage,five of the consultants are involved to identify the
problem faced by O.L.Yeo Company for two weeks
After one week of observation from each of the consultants,
we will conclude that the main problem faced by our client:
critical knowledge is not recorded ,or it is difficult to locate
On average, their employees had to spend 15-30 % of their time
searching for information
Most knowledge in O.L.Yeo Company is peoples based.
Employees do not know who to ask and may interrupt several people
when looking for the information.
When Expert provides an answer to the employees question, it is usually
in the form of an e-mail or a personal conversation.
Neither of these is shared across the organization

Phase 2 : Identify what Knowledge Management means for the firm

Will involve one week by 2 consultants
Consultant will ensure the Firm leaders and knowledge
management champions to be in agreement on the knowledge
management initiative and the strategy for implementation within the
firm.
Consultant will suggest to the client that they must choose a vendor
who understands the needs of their accounting firm
Knowledge management has application in most industries
But a software development team or a security consultancy does not
operate the same way as an accounting firm.

Phase 3: Introduce to implement a SaaS solution and choose a

system that
provides social software tools
Three of the consultant will consult to implement Software as a
Service (SaaS).
avoids the hassles and delays of installing a complex software system

Will suggest O.L.Yeo Company to choose a system that provides

social software tools
such as Blogs, Wikis, FAQs, and other types of Web 2.0 tools
They are easy to use
organize information in a way that is naturally intuitive to people.

This phase involved two weeks which is from 23 of November until 4

of December.
to ensure that the client companys employees will take effort to learn
this new system in their audit firm.

Phase 4: Ensuring the client company is fully utilizing the system

well
Starting in the early of December, five of the consultants will take turns to
ensure that the client company will create policies that encourage rapid user
adoption.
Reward and encourage the team to use the system right away
When the employees used regularly, the system will grow naturally and
collaboratively.
We will help to identify knowledge management champions who will lead
lead the charge when the system goes live
a clear connection to improve productivity in their jobs
recognition by the firm
ask subject matter experts to serve as knowledge champions

Phase 4: Ensuring the client company is fully utilizing the system

well
Two of the consultants will fully focus on giving advise to the client
company in order to the client will design Web 2.0 practices into
reporting and project work.
will become cognizant of how internal reports and projects fit into the
knowledge management framework
Encourage activities such as linking between documents,providing some
reference information and tags at the beginning of documents such as
project name, key topics

This phase will be end of December as we need to make sure that

the client company has adapt the new system efficiently and
effectively.
Ending on 31 of December 2015.

Phase 5: Making sure O.L.Yeo Company constantly improve

knowledge
This is the last phase that five of our consultant will be taking
turns to invlove
Checking whether the client company would constantly improve
their knowledge.
active dialog and collaboration help complete knowledge content
and make it more useful for everyone.

Actively encourage employees to add notes and updates

Suggest them to rate content so that the firm can get a better
picture of where to focus training effort.
Entail the involvement of our consultants for two months which
is 29 of February as we need to confirm everything goes
smoothly.

9.0 MEASURE OF
SUCCESS

Measures of Sucess

Helps the employees improve their efficiencies in the workplace it

may be worth having because the cost is low and even if there is no
change in profit initially that can occur later.
Technology infrastructure for knowledge management means
establishing a set of roles and organizational groups whose members
have the skills to serve as resources for individual projects
Stores and retrieves knowledge, improves collaboration, locates
knowledge sources, captures and uses knowledge, or in some other
way enhances the KM process.
Knowledge management program that makes your support center
more efficient, self-service more powerful, and customers more
satisfied.
Auditors were pushed towards acquiring new skills due to the
advancements that information technology has made on the auditing
firm.

10.0 STAFFING

Name

Ng Ying Ling
(Project Leader)

Working Experience 10 years

Expertise
Qualification

Consulting in IT and Business

- Bachelor in Information Technology
- Bachelor in Business Administration
(Graduated from Sunway University)
- Master in Knowledge Managment
(Graduated from National University of
Singapore)

Experiences

- 3 years consulting in IT and Automotive

Industry
- 3 years in Business Industry
- 4 years consulting in Knowledge
Management

Name

Bong Annie
(Senior Consultant)

Working Experience 7 years

Expertise
Qualification

Experiences

Consulting in IT Infrastructure Development

(IT)
Bachelor in Information Technology
(Graduated from Oxford University)

- 5 years consulting in Programming

- 2 years in System Techonology

Name

Ng Shi Yun
(Senior Consultant)

Working Experience 10 years

Expertise

Consulting in Human Resources

Development

Qualification

Master degree in Human Resources

(Graduated from Nan Yang University)

Experiences

- 5 years consulting in Payroll

- 5 years consulting in Management

Name

Carlyn Lee Siew Khim

(Junior Consultant)

Working Experience 6 years

Expertise

Consulting in Information Techonology

Qualification

Bachelor in Knowledge Management

(Graduated from MMU University)

Experiences

- 5 years consulting in Knowledge

Management
- 1 years in System Techonology

Law Siaw Ching

(Junior Consultant)

Name

Working Experience 5 years

Expertise

Consulting in Finance Management

Qualification

Bachelor in Finance Accounting

ACCA (Graduated from Sunway college and
University in Singapore Polytechnic)

Experiences

- 5 years consulting in Finance Institution

11.0 JOINT ACCOUNTABILITIES

JOINT ACCOUNTABILITIES
HayGroup
Provide Ng Ying Ling as the project leader and
primary contact with O.L.Yeo & Co.
Sign non-disclosure agreements as requested.
Provide all materials, audio or visual aids, computer
work and other support services as required.
Upon request, provide updates and progress reports
and immediately inform any issues that emerge
which may need managements attention.

JOINT ACCOUNTABILITIES
O.L.Yeo & Co.
Provide reasonable access to key management
people, employee names and contact information
for interviews and surveys, recent and past
documentation and company information, as
appropriate, within the time-frames outlined.
Responsible for all scheduling of meetings,
obtaining necessary facilities, equipment, and
related support for meeting purposes.
Adhere to the fee structure and reimbursement
procedures outlined.
Assist in data gathering, development of relevant
examples and critique of materials.

JOINT ACCOUNTABILITIES
HayGroup & O.L.Yeo & Co.
Inform each other immediately of any unforeseen
changes, new developments, or other issues
which may impact and influence this project.
Willing to work together to solve the problem
diagnosed
Good communication among HayGroup
consultant and O.L.Yeo & Co. employees

12.0 PROJECT BUGEDTED

COST

Project Budgeted Cost

Phases

Description

Cost (RM)

Diagnosis

70,000

Identify what Knowledge Management means

for the firm
Introduce to implement a SaaS solution

50,000

Choose a system that provides social software

tools
Ensuring the client company is fully utilizing
the system well
Checking and Making sure O.L.Yeo Company
constantly improve knowledge

60,000

4
5

Total Fees

90,000

25,000
20,000
315,000

Project Budgeted Cost

Other charges

Cost (RM)

Transportation fees

5,600

Expenses during interviewing process

10,400

Research information fees regarding knowledge

management for client company

10,000

Communication and postage (telephone, fax, email and

internet)
Supporting fees

4,500

Total Other charges

36,500

Total Budgeted Cost = RM 315,000 + RM 36,500

351,500

6,000

13.0 TERMS AND CONDITIONS

Term and Conditions

Our fees are always based upon the phases of the
project
20% of the fees should be pay upon each phase (5
phases), until the last phase, which is 100% of the
payment

We may request additional time be spent on aspect of

this project without concern about increasing your cost
except for the travel expenses.

Payment should be made within 15 days after the end of

each phase.

Term and Conditions

We have the right for an increment of 5% on amount
owing if the client fail to make the payment on time
We have the right to withdraw from the contract if client's
budget does not permit the job to be finished
We as a professional consultant, will keep the
confidentiality of client information and data
any loss inccur will be compensate by the consulting firm
accordingly

14.0 CONTACTS & ADDRESS

Contacts
Hay Group
Malacca Branch: 126, Jalan Bukit Beruang, 75350 Melaka
Tel : +606 - 3368888
Fax : +606 - 3368889
Kuala Lumpur Headquarter: L11-08 PJX-HM Shah Tower. No
16A Persiaran Barat, 46050 Petaling Jaya, Selangor
Tel : +603 - 79648888
Fax : +603 - 79648889

Website : www.haygroup.com
E-mail : haygroup@gmail.com

15.0 ACCEPTANCE

Acceptance
If you are in agreement with this proposal, please sign and
date below. This proposal is accepted and forms an
agreement between O.L.Yeo & Co. (you) and HayGroup
(we/I) as represented by Ng Ying Ling.
Sincerely,

Accepted by Client:
O.L.Yeo & Co.

____________________

_________________

Ng Ying Ling
Project Leader
HayGroup
Date: 15/1/2016

Name:
Title:
O.L.Yeo &Co.:
Date:

THANK YOU

Q&A
SESSION