Abstract
Knowledge management (KM) is an important strategic support service to obtain a competitive advantage, especially regarding the business processes of services companies. To justify the KM investments sustainability for the organization’s competitiveness, KM research focuses on KM success. We categorize the current KM success literature into internal and external success dimensions, and identify a gap in measuring the impact of KM services on business processes. To address the lack of measurement models and indicators, we derive a framework that seeks to measure KM service productivity based on the combination of KM success research and service productivity research. This framework contains a quantitative measurement model for tangible KM factors as well as a qualitative indicator model for intangible KM input and output factors. We propose to evaluate the framework’s rigor and relevance to enrich KM success research and to provide practitioners with strategies to measure both tangible and intangible indicators.
Recommended Citation
Hertlein, Michael; Smolnik, Stefan; and Kortzfleisch, Harald Von, "Towards a Framework for Measuring Knowledge Management Service Productivity" (2011). ICIS 2011 Proceedings. 5.
https://aisel.aisnet.org/icis2011/proceedings/knowledge/5
Towards a Framework for Measuring Knowledge Management Service Productivity
Knowledge management (KM) is an important strategic support service to obtain a competitive advantage, especially regarding the business processes of services companies. To justify the KM investments sustainability for the organization’s competitiveness, KM research focuses on KM success. We categorize the current KM success literature into internal and external success dimensions, and identify a gap in measuring the impact of KM services on business processes. To address the lack of measurement models and indicators, we derive a framework that seeks to measure KM service productivity based on the combination of KM success research and service productivity research. This framework contains a quantitative measurement model for tangible KM factors as well as a qualitative indicator model for intangible KM input and output factors. We propose to evaluate the framework’s rigor and relevance to enrich KM success research and to provide practitioners with strategies to measure both tangible and intangible indicators.