Abstract Swedish universities have always received greater attention from international students thanks to their well-quality and tuition-free programs. However, due to the introduction of tuition fee for non-EU/EEA students from fall 2011, it is predictable that by raising the threat of losing a rather large portion of international students, Swedish universities may experience a critical period over the early years after this change. This is occurring in an environment in which universities attempt to leverage their tangible and intangible resources for maintaining their competitive niche in the worldwide market. Besides, many universities have moved towards establishing student-centric strategies as a means to achieve a high level of students’ satisfaction and long-lasting relationships. The issue has become so substantial in the recent years that, as Pausits (2007) has also suggested, universities need to transform into “relation-based organizations”. To solve this possible problem and in order to help Swedish universities to pass this critical situation safely, this study has conducted a qualitative research on the basis of analysis of the empirical data gathered from a series of semi-structured phone and personal interviews with five Swedish universities that have the most number of international students (Lund, Uppsala, Linköping, Jönköping and Blekinge Universities) with the intense support of previous literature and the theoretical body of the study under investigation which has lead to the creation of a knowledge-based CRM model. The main aim of this conceptual CRM model is to systematically organize the operations of building, managing and retaining relationships between Swedish universities and international students. This model has been formed by combination of two theories of CRM, as a business strategy which has been proved to be one the most efficient customer-oriented business approaches within the past decades, and Knowledge Management (KM) as the pivot for effective operation of the proposed CRM framework by providing a constant learning environment.

Collaborative value creation (otherwise known as value co-creation) is a concept that has been explored over the years in the context of knowledge - intensive business services (KIBS) such as management consulting, engineering services, etc. A body of studies has investigated how to foster value co-creation among KIBS providers, clients, and partners during KIBS engagements. Knowledge processes have been identified as an important enabler of value co-creation. In organizations more generally, knowledge management systems and related ICT tools (referred to as KM tools in this research) have been identified to support knowledge processes. However, the support provided to knowledge processes in the specific context of KIBS engagements is yet to be explored. Through the development of a conceptual framework that examines the linkages between KM tools, knowledge processes, and value co-creation in the context of KIBS engagements, this research investigates how knowledge management systems provide support to value co-creation in KIBS engagements. We adopt a multiple case study research design. Using eight semi-structured interviews, we obtained data on knowledge processes and KM tools in KIBS engagements. The result is a refined framework that illustrates the type of KM tools currently used in KIBS engagements, the knowledge processes they support, and their relationship to value co-creation. We also present a discussion of how this framework can be applied practically. At a conceptual level, this study contributes to the field of KIBS by identifying how exactly knowledge processes provide support to value co-creation processes in KIBS engagements, and how KM tools provide support to knowledge processes. At a practical level, this study contribute s to the field of knowledge management systems design by providing guidance on the KM tools that can meet the specific needs of service providers, clients, and partners in the domain of knowledge-intensive services.

The Master´s Thesis deals with analyze of total costs in transportation company JOLLY trans, s.r.o., where these costs are divided into operational and financial. This thesis is preparing data for a pricing of the transportation. Operational costs are divided into salary for driver, fuel and much more, there are a lot of hidden charges, that affect the final price of transportation. Financial costs are one of the highest costs in company accountancy, because this costs include purchase of a truck and semitrailer. This thesis focus on optimization of this financial costs to save the money. Main goal of this Master´s Thesis is to set the minimal price that transportation company is able to offer to the customer to take profits. And then suggest how to cut the costs to realize higher profit.

The key to understanding the development of competitive advantage is to understand knowledge and how it is managed and shared. Organisations not only need to understand comprehensively the concept of knowledge in order to manage it effectively, but also to create and maintain competitive advantages, especially as the business environment has become increasingly competitive in recent years. The aim of this study is to understand how the knowledge management (KM) concept can be harnessed as a vital factor in the enhancement of productivity, performance and the competitiveness of organisations. Therefore, grounded theory strategy has been used, providing in-depth information relevant to KM implementation. Data were collected from face-to-face semi-structured interviews with 24 top managers from 19 different top-ranking companies operating in Saudi Arabia. As a result of constant comparative analysis of the collected data, five major categories emerged: barriers to KM; organisational learning (OL); means of communication; critical successful factors (CSFs); and impacts of KM on organisational performance (OP). The most common barrier to knowledge sharing is the unwillingness of employees to participate and share their knowledge. Moreover, OL is very important. It is considered to be the main goal of KM and it helps organisations to sustain a competitive advantage and improve employees’ performance and efficiency by encouraging them to learn and share knowledge through the creation of a good learning environment. A well-structured communication system is also a crucial factor for KM success because its role is to ensure and facilitate the passing of knowledge to the appropriate people. Furthermore, there are 14 factors that are very important to the successful implementation of KM and these positively influence employees’ willingness to share knowledge. The study found that the most important factor influencing the success of KM implementation is the employees’ willingness to participate in KM activities and share their knowledge. This implies that organisations that want to be knowledge-based by implementing KM activities need to improve the willingness of employees to participate in the project, otherwise it will fail. Therefore, the researcher has labelled this category ‘employees’ willingness’ and has selected it as a core category. The comparative analysis between knowledge-based and non-knowledge-based organisational performance is presented in this study in order to determine how KM enhances productivity, performance and competitiveness. Therefore, the theoretical and practical contribution was discussed, as well as the findings. The theoretical model illustrates how employees’ willingness can be influenced by the other categories. A theoretical contribution of the model is the determination of the reasons for employees in knowledge-based organisations being more interactive and participating in KM activities by analysing the barriers that impede the adoption of KM activities and, especially, knowledge-sharing activities between employees, as well as the factors that aid the adoption of knowledge-sharing activities. This aided the researcher to determine the conditions that influence employees to share more, or less. The researcher concludes that highlighting the human side of the KM perspective is another of the research’s contribution to knowledge, achieved by covering the current lack of existing empirical studies in the field. Furthermore, the main practical contribution of this study is the presentation of a framework model that demonstrates the process for effective KM implementation. This model is considered to be a summary of the experiences of the organisations participating in this research.

With fast developing economy today, knowledge becomes critical resource in organizations since it creates enterprises’ competitive advantages. Thus, the management of knowledge is highly valued as one of the strategic solutions to business success. In China, although the importance of knowledge management is already recognized by enterprises, its development and implementation still face constrains and obstacles. In high-tech industries, especially for IT companies, knowledge is considered as the key assets for the company to achieve higher competitiveness. Even though information technology provided good platform for knowledge management implementation in IT companies, its knowledge management influenced by various factors such as organizational culture, business process problems, interpersonal relationship and etc. As a result, knowledge management implementation ran into difficulties. The objectives of this thesis are to evaluate current knowledge management status in Chinese IT companies and then to provide possible solutions to improve the knowledge management implementation regarding the investigated results. Because of time and resource limitation, this thesis took Taobao, one of the leading IT companies in China to conduct the case study. To conduct the research, this thesis applied qualitative method. It conducted interviews of four employees in Taobao to collect data, and then use grounded theory method to analyze the results. After analysis, the thesis pointed out Taobao’s current problems of knowledge management implementation and further provided possible solutions from following aspects including understanding of knowledge management, knowledge strategy, training, top management support, knowledge management process, network of experts, knowledge sharing and trustworthy personal relationship, information technology, employee involvement and motivation, and organizational culture in order to improve knowledge management implementation in Taobao.

A thesis submitted to the Faculty of Arts in fulfilment of the requirements for the degree of Doctor of Philosophy in the Department of Library and Information Science at the University of Zululand, South Africa, 2015 / Knowledge management (KM) is increasingly important for university library management and information services. Libraries have excelled in the management of explicit/tangible/recorded knowledge for many years, however, not as much in the management of tacit/intangible knowledge which is assumed to be more difficult to manage. Information and Communication Technologies (ICT) play a crucial role for knowledge management in the academic libraries. Unfortunately, the knowledge of the role of ICT in KM in university libraries is limited generally, and in Nigeria and South Africa in particular. The purpose of the present study was to explore and examine the use of ICTs as tools for the support of KM in selected academic (university) libraries in Nigeria and South Africa. In accomplishing this, eight research objectives that were guided by nine research questions. Finally, three research hypotheses were examined. The research objectives were: establishing how knowledge management is practised by librarians in academic libraries of Nigeria and South Africa; exploring the available ICT facilities, KM tools, and services that can be used for the support of KM in academic libraries in Nigeria and South Africa; determining the extent to which librarians in Nigerian and South African university libraries utilise ICTs to support KM; investigating strategies that would promote the use of ICTs for the support of KM in academic libraries in Nigeria and South Africa; determining and comparing librarians’ knowledge and ICTs skills for the support of KM in academic libraries in Nigeria and South Africa; finding policies that guide the use of ICTs for the support of KM in academic libraries in Nigeria and South Africa; examining the challenges faced in the use of ICTs for the support of KM in academic libraries in Nigeria and South Africa; and recommending a conceptual model of the use of ICTs for the support of KM in academic libraries in Nigeria and South Africa. The study was informed by positivism and the interpretivism research paradigm. The quantitative (survey) and qualitative (interpretive and content analysis) research methods were employed. The population for the study consisted of all professional librarians in the two countries university libraries. The non-probability sampling, grounded on purposive and convenient/accidental sampling techniques, was used to select 171 professional libraries in the six university libraries. The six university libraries in the two countries were University of Ibadan, Federal University of Technology, Delta State University, University of Zululand, University of KwaZulu-Natal and Durban University of Technology). The six university libraries were selected on the basis of first generation universities and university ranking index in Africa, funding and resourcefulness of the institution (University of Ibadan library and University of KwaZulu-Natal library); Technological universities as practically oriented and the availability of facilities (Federal University of Technology library and Durban University of Technology library); as well as rurally based universities, government-owned and growing institutions (Delta State University library and University of Zululand library). The instruments for data collection used were the questionnaire, interview and observation methods. The professional librarians across the sampled university libraries in Nigeria and South Africa were administered 171 copies of structured questionnaires. While six key informants working in the university libraries in the two countries were interviewed. Observation methods were also used to gather information regarding the university libraries environment, physical structure and location, office space (conduciveness), availability and accessibility of computers and other ICT tools, collections (print and electronic resources), shelving space, size and lighting in the office and attitude of staff towards their work while with them. Of the 171 copies of questionnaires administered among the respondents, 132 (77.2%) were returned. The 132 (77.2%) returned consisted of 77 from university libraries in Nigeria, while 55 came from university libraries in South Africa. The 132 copies of returned questionnaire were subjected to statistical analysis of descriptive and inferential statistics. The findings revealed that knowledge management practices (KMPs) involve all library operations, processes and services. There are variations in ICT and KM tools and services among the sampled university libraries as their level of development is not the same. The most available and accessible ICT and KM tools and services vary in terms of jobs undertaken by librarians from one university library to another. Old technologies such as computers, CD-ROMs, scanners, projectors, telephones, printers, and monitors appeared to be the most available and accessible tools across the selected university libraries in the two countries. South African university libraries were better resourced than the Nigerian university libraries in the sample. The availability and accessibility of ICT and KM tools and services appear to be in greater effect, as librarians were able to use them to carry out library operations and other management functions. The university libraries sampled tend to use updated ICTs/KM tools including smart boards, semantic web-tools, information retrieval tools, database management systems, management systems for electronic documents, and management information systems for improved library and information management of the organizations. The use of these tools became necessary as current practices in information services have equally changed. It was established that various strategies have been used to train and foster innovation and growth in the library organizations. These strategies have affected the university libraries organizational culture, work environment, management support systems, librarians’ knowledge, and access to information. In order for librarians to cope with the emerging knowledge and skills levels in information service requirements in university libraries, continuing education and training is necessary. The main challenges that affected the use of ICTs in supporting KM in the sampled university libraries included: inadequate funding; lack of motivation; lack of infrastructure; the loss of LIS practitioners to other professions; language barriers; and the inability to work independently. However, the inadequacy of professional staff was noticed in all cases. It was found that the role(s), for which ICTs play an indispensible tool, in present day library organizations, cannot be overemphasized. ICTs are used to manage knowledge in diverse ways: acquisition, processing, storage, and dissemination of large volumes of information resources, stored in university libraries’ institutional repositories. It can also be used to access and retrieve knowledge from library websites without the need for a physical visitation to the library building. Different strategies have emerged where social networks are used to promote library products and services. Library professionals have equally shifted from being custodians of information and knowledge to facilitators of library resources and services through the attendance of workshops, seminars and conferences. The exposure to workshops, seminars and conferences has enabled librarians to be more knowledgeable and skilled in managing knowledge through the use of ICT tools in the university libraries that were sampled. The study concluded that, knowledge management practices in the academic libraries are diverse, and include the management of both tacit (apprenticeship and mentoring and mentoring of information service providers and training of the library users for effective information access and use, particularly academics who produce new knowledge) and explicit knowledge. ICTs play a major role in the KM activities and processes but re-skilling of both information service providers and the library users is essential at all times in order to counter the rapid changes in information access, service and use of the environment. The challenges that are highlighted in the current study are largely known, however, should be handled boldly and with more immediacy than before. The study recommends the need to create more awareness of KMPs among librarians in academic libraries. The acquisition of new ICTs and KM tools for better access and use of information services should also be intensified. Staff development through formal, informal and continuing education should be supported. The work of university committees that are charged with coordinating, monitoring and evaluating library services should enable the improvement of the library services. The LIS schools have to step up LIS education to meet the current information service requirements in their curriculum. The management body of academic libraries should set up staff member committee to review and evaluate ICT policies on regular basis to meet their demand. Relevant library stakeholders should be involved in KM activities of the library where such bodies do not exist. TAM should be considered for informing ICT access and use for KM in the academic libraries. / Nigerian Tertiary Education Trust Fund (TETFUND)

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Att utveckla, tillvarata och återanvända kunskap är centrala företeelser för organisationers framåtskridande och utveckling. Härmed har kunskapsmanagement (KM) en viktig roll för och i organisationer. Med KM eftersträvas bl a att medvetandegöra medarbetarnas kunskaper i syfte att hantera, utveckla och sprida dem på ett för organisationen fruktbart sätt. Genom en framgångsrik KM finns potential att öka organisationers handlingsförmåga, följaktligen även verksamheters värdeskapande och konkurrenskraft. Icke desto mindre är kunskap en abstrakt och svårhanterlig organisatorisk tillgång. Därtill, trots att det finns en hel del skrivet kring KM, kan det vara svårt för organisationer att förstå hur de praktiskt ska arbeta med detta verksamhetsområde, samt vad det innebär. I syfte att öka förståelsen för KM har jag studerat och kritiskt analyserat en del existerande litteratur kring området. Med analysen som utgångspunkt har ett antal forskningsfrågor preciserats. För att överbrygga en del av de oklarheter som identifierats i samband med litteraturgenomgången, samt för att svara på avhandlingens forskningsfrågor, har stöd sökts i andra teorier, bl a kunskapsteori och teori om hur vi kan se på verksamheter. Därtill har hanteringen av och synen på kunskap studerats genom en fallstudie genomförd på ett konsultbolag inom IT-branschen. Utifrån litteraturanalysen, grundning i annan teori, samt avhandlingens empiriska data har jag presenterat min syn på organisationers kunskapsverksamheter (min benämning på kunskapsmanagement). Resultatet av avhandlingsarbetet är bl a en utvecklad och preciserad begreppsapparat för organisatorisk kunskapsverksamhet (KM). Detta innefattar bl a en klassificering av begreppet organisatorisk kunskap och dess relation till organisatorisk handling. I avhandlingen klassificeras även ett antal vanliga situationer för kunskapande (lärande), vilka i sin tur relateras till organisationers kärnverksamhet respektive kunskapsverksamhet. Ett av huvudbidragen är en modell över organisatoriskt kunskapsverksamhet. Modellen inkluderar kunskapsverksamhetens centrala förutsättningar, handlingar, resultat, samt dess relation till kärnverksamheten. Genom denna avhandling vill jag bidra med en ökad förståelse för vad kunskapsverksamheter handlar om och vad som behöver beaktas för att utveckla en framgångsrik kunskapsverksamhet.

The globalisation of commerce, alongside growing information on the Internet, has increased the demand of E-Learning (EL). Furthermore, knowledge management (KM) is capable of generating significant organisational/institutional competitive advantages. KM and EL systems contribution to the requirements of education has resulted in their increased demand of their integration across business/academic world. Bloom’s Taxonomy of Educational Objectives is one of the most widely used framework of organising levels of expertise. Bloom’s different cognitive domains are based on a hierarchy of learning which progresses from simple to complex and from concrete to abstract. This study considers ways to improve higher education in Saudi Arabia, based on the significant factors (of KM/EL systems) contributing to learner performance and the way in which New Bloom’s Taxonomy could potentially affect/benefit these individual systems; previous academic works will be considered, in an attempt to achieve higher standards of education using this theory/framework. This research presents the value of learning process/tactical approaches, to encourage staff and students to accept the idea of integrating EL and KM factors under New Bloom’s Taxonomy; examples will be given to demonstrate instances where systems have been adopted successfully. To investigate the effectiveness of New Bloom’s Taxonomy on the integration of EL and KM factors in Saudi higher education, a questionnaire methodology was chosen to collect data from experts of both systems; furthermore, the public sector was chosen as it has adopted both systems. Therefore, an integrated framework is proposed.