This study looks at how case management used in conjunction with information and communication technology (ICT) changed an organisation’s culture to that of knowledge management (KM). This is an important issue as many organisations have failed at KM and one solution as will be shown is to use case management. The organisation studied was the Accident Compensation Corporation of New Zealand (ACC). The findings build on previous research by the author, where it was discovered that there are two stages to KM and that the first stage, building a knowledge infrastructure, is often neglected. This study was able to show culturally what it is like for an organisation that has completed stage one and is ready to move on to stage two, in particular what the workers’ perceptions and technology use are at this stage. Thus this study extends the current theory on KM.
Richardson, Helen, "An Organisation on the Edge of Knowledge Management" (2003). ACIS 2003 Proceedings. Paper 17.