The twenty-first century is an era where corporate and small businesses alike have to give way to what has been termed the ‘knowledge era’. Knowledge management is regarded as the most important factor in the mainstream of the business fraternity in ensuring sustainability within organisations. Because knowledge management is an integral part of managerial activity in a number of organisations, the broader economic environment and social life today, it is imperative that organisations must be knowledge-driven. Equally important are the associated knowledge management implementation strategies. Based on the literature study and the survey of the branch managerial teams in FNB branches in the Nelson Mandela Metropolitan in Port Elizabeth, it was concluded that FNB partly applied specified concepts to embrace an innovation culture in the organisation. The concepts specified included innovative competency, leadership initiative, customer engagement, staff engagement and personal desire, at both individual and FNB level. In order to attain the objective of the empirical study, survey results were evaluated in order to establish whether the above mentioned concepts were applied. A sample of fifty five (55) managerial members from fifteen (15) branches were surveyed. The responses obtained from the respondents were analysed and compared with the matters raised in the literature review. Leadership initiative appeared to be the most important critical factor in driving knowledge management culture in the organisation. However, it was established that personal desire, both at individual and FNB level, were misaligned to knowledge management. This implied that the organisation was not yielding full benefits from their employees in ensuring that management optimise on the employees’ skills, qualifications and expertise. Conclusions, research gaps and recommendations were formulated for the FNB’s promotion of innovative competency, leadership initiative, customer engagement, staff engagement and personal desire, both at individual and FNB levels. The empirical results were satisfactory and informative. Leadership initiative appeared to be the most critical factor in driving knowledge management culture in the organisation.

In this study the survey was conducted at an automotive component manufacturer to examine the theory about what influence knowledge sharing within an organisation. The evaluation would assist in improving knowledge sharing by indicating which strategies are appropriate for management to enhance knowledge sharing within the organisation. Organisations lose expertise and knowledge because of employee movements and old employees that have retired. The literature review was done as a guidance to test what influences employees to share their knowledge. Based on the survey and literature study that was conducted it was concluded that by making resources available, employee personality traits, giving employee recognition, encouraging better social environment within the organisation and job design that would make it easy for knowledge to flow amongst employees that will elevate knowledge sharing within the organisation. The conclusion and recommendation were formulated for management at the end of the study.

Integrating Knowledge Management maturity with associated Continuous Improvement efforts in order to remain competitive, is absent in most Operational Excellence initiatives. Furthermore, the intertwined relationship of Continuous Improvement and work development becomes a crucial focus area for organisations that wish to establish a continuously evolving management system consisting of core values, methodologies and tools with the aim of creating more satisfied customers with less resources. The old industrial paradigm that focused on labour, capital, materials, and energy viewed technology and knowledge as external influences on production. This framework is now being challenged and a new trend is emerging. This trend seeks to transform the old industrial system to that of a knowledge-based which one can lead to innovation and hence economic advantage. Continuous Improvement as a concept has roots in many other fields, including social-technical system design, human relations progress and the discussion surrounding ‘lean manufacturing’. This study will focus on Continuous Improvement as a noun, referring to on the outcome of the process of a stream of emergent innovations. The primary objective of the study is to create a model that will present an organisation with a three-layer knowledge reference process grid, which will align and depict the surrounding business knowledge functions, knowledge-enabling processes and knowledge-manipulating processes aiming for enabling Operational Excellence. This study promotes the theory that the cognitive domain layer, functional domain layer and resources layer of an organisation can be increasingly stimulated by focusing effort through Continuous Improvement routines towards the associated inter-organisational knowledge processes sustaining Operational Excellence. The proposed model is structured to review, compare, evaluate and integrate existing Knowledge Management practices of ii an organisation within the context of clear definitions for important concepts of Knowledge Management. Additionally the model provides an assessment instrument for evaluating the organisation’s Knowledge Management maturity level. The study concerns itself with two concepts towards business value creation which will lead to increased Operational Excellence. Firstly, the maturity of Knowledge Management processes, and secondly the level of the organisation wide process of focused and continuous incremental improvement namely, Continuous Improvement. A case study with PriceWaterhouseCoopers was concluded and an on-line Internet survey was used with a stratified sample from knowledge workers to test the factors from both a Knowledge Management and Continuous Improvement perspective. These factors were verified by means of a hypotheses network, describing in a structured and descriptive way, the importance of Knowledge Management and Continuous Improvement collectively on sustainable Operational Excellence as an integral development of Operational Excellence. With respect to Knowledge Management practices, the hypothesis network proposed at least three domains, which of knowledge generation, knowledge mobilisation and knowledge application as important input to the proposed process grid of knowledge development and associated layer elements. From a Continuous Improvement principles perspective it is apparent that elements from Continuous Improvement routines and Continuous Improvement characteristics are associated with the organisation Continuous Improvement ability. These findings are also a result of the deliberate design of processes, tools, structures and environments with the intent to increase, renew, share or improve the use of knowledge represented in any of the three elements for structural, human and social of intellectual capital. The proposed model combines the framework of the Boyd cycle as it is conceptualized as self-assessment activities, for it becomes possible to use them as basis of a self-assessment with sense making navigational properties across iii the proposed knowledge process grid for the model. The model will facilitate the concept of a three-layer knowledge reference process grid, which represents the main components of the knowledge processes within the cognitive domain layer, functional layer and resources layer of an organisation. The proposed model will deliver a single value that co-exists with the Knowledge Management maturity level and Continuous Improvement readiness index rating attained. Logical relationships to dynamic, evolving and flexible enabling Knowledge Management practices for each layer of the proposed three-layer knowledge reference process grid will be integrated as output of the proposed model. The research has limitations as Knowledge Management practices were measured using a subjective norm scale. It is suggested that a more comprehensive measure of Knowledge Management maturity processes may be needed to represent this construct. The complexity of the proposed model and the number of associated variables included in the results need further confirmation using possible multiple samples and additional measures of Knowledge Management maturity and Continuous Improvement readiness elements. The benefit of the proposed model as a practical Operational Excellence tool is to overcome the perceived gap of implementing Knowledge Management practices and Continuous Improvement principles collectively to deliver and sustain Operational Excellence.

M.Comm.

In the workplace many work orders are handwritten on paper rather than recorded in a digital format. Despite being archived, these documents are neither referenced nor analyzed after their creation. Tacit knowledge gathered though employee documentation is generally considered beneficial, but only if it can be easily gathered and processed. This study attempted to determine if value exists within these handwritten documents; in this case from a public work organization possessing work orders. As employees make notes in the field, they generate work orders containing free-form handwritten comments. These work orders are brought back and, after their initial review, are no longer used. To assess these work orders, the researcher created a model that allows an expert panel to systematically assess the value of the handwritten comments. This model followed a recursive procedure in order to form a general consensus. From this consensus, the results were compared to the experts' suggestions of value within an acceptable significance range. The model was also analyzed for repeatability both in a single instance as well as across multiple implementations. Once the prototype system had been tested, a secondary implementation of the instrument was used to further validate the model. Through a quantitative test and a qualitative survey, the researcher was able to determine that the work order assessment process was valid for this study. The consensus ratings were found to have statistically significant similarities, and this was further strengthened by the feedback from the expert panel. While there was some concern over the cost effectiveness of the survey, the expert panel agreed that the process was generalizable for other topics and repeatable for future implementations. A quantitative test based on metrics defined by the expert panel revealed that the overall value of the repositories was less than the minimum threshold. Despite a lack of positive results for overall value, the researcher proposed future work and discussed potential areas of study that may still be applicable to the domain of handwritten comments.

No

The ontology of organizational story begs us to discover when stories work best and why. Is there a best practice for creating and telling stories? This study examined one organization's use of storytelling as a means of facilitating an innovation and what happened from the perspective of the storyteller. The study revealed the role of storytelling during the organizational initiative. This qualitative study analyzed eleven written and oral stories using grounded theory. Also using grounded theory, six tellers' interviews were analyzed to gain the tellers' perspective of the role of story. Storyteller selection was based on those who had consistently told the stories throughout the initiative and were interested in the effort being successful. The study revealed an implicit message that was intended to be understood in gaining full acceptance of the initiative. Based on the results of this study, the story promoting innovation contained four consistent characteristics: event, dilemma, consequence(s) and outcome. The true event used in the story was relevant and known by most personnel. The dilemma contained the implicit tension created when choosing to go against the organizational practice and norm. The consequence(s) in the story always conveyed success. The outcome represented the personal benefits obtained. To improve on the story used to promote the new knowledge management innovation, the organization might further examine its explicit and implicit norms and address the emergent concerns and vulnerabilities of the characters in the story. / Ph. D.

Knowledge management has roots in a variety of disciplines, such as philosophy, psychology, social sciences, management sciences and computing. As a result, a wide variety of theories and definitions of knowledge and knowledge management is used in the literature. Irrespective of the theory or definition used, is it recognised that expert knowledge and insight are gained through experience and practice and that it is a key differentiator as an organisational asset. This shift to knowledge as the primary source of value results in the new economy being led by those who manage knowledge effectively. Today’s organisations are creating and leveraging knowledge, data and information at an unprecedented pace – a phenomenon that makes the use of technology not an option, but a necessity. It enables employees to deal with multifaceted environments and problems and make it possible for organisations to expand their knowledge creation capacity. Software tools in knowledge management are a collection of technologies and are not necessarily acquired as a single software solution. Furthermore, these knowledge management software tools have the advantage of using the organisation’s existing information technology infrastructure. Organisations and business decision makers spend a great deal of resources and make significant investments in the latest technology, systems and infrastructure to support knowledge management. It is imperative that these investments are validated properly, made wisely and that the most appropriate technologies and software tools are selected or combined to facilitate knowledge management. The purpose of this interpretive case study is to consider these issues and to focus on an understanding of the key characteristics of a knowledge management system architecture by exploring and describing the nature of knowledge management. Based on the findings of this study, a list of key characteristics that a knowledge management solution must comply with was collated, which expanded the existing knowledge management model towards describing a knowledge management system architecture. / Computing / M.Sc. (Information Systems)

Knowledge management has roots in a variety of disciplines, such as philosophy, psychology, social sciences, management sciences and computing. As a result, a wide variety of theories and definitions of knowledge and knowledge management is used in the literature. Irrespective of the theory or definition used, is it recognised that expert knowledge and insight are gained through experience and practice and that it is a key differentiator as an organisational asset. This shift to knowledge as the primary source of value results in the new economy being led by those who manage knowledge effectively. Today’s organisations are creating and leveraging knowledge, data and information at an unprecedented pace – a phenomenon that makes the use of technology not an option, but a necessity. It enables employees to deal with multifaceted environments and problems and make it possible for organisations to expand their knowledge creation capacity. Software tools in knowledge management are a collection of technologies and are not necessarily acquired as a single software solution. Furthermore, these knowledge management software tools have the advantage of using the organisation’s existing information technology infrastructure. Organisations and business decision makers spend a great deal of resources and make significant investments in the latest technology, systems and infrastructure to support knowledge management. It is imperative that these investments are validated properly, made wisely and that the most appropriate technologies and software tools are selected or combined to facilitate knowledge management. The purpose of this interpretive case study is to consider these issues and to focus on an understanding of the key characteristics of a knowledge management system architecture by exploring and describing the nature of knowledge management. Based on the findings of this study, a list of key characteristics that a knowledge management solution must comply with was collated, which expanded the existing knowledge management model towards describing a knowledge management system architecture. / Computing / M.Sc. (Information Systems)

The current study is driven by the growing importance of learning capabilities within organizations. Nowadays an ability to constantly develop and improve based on mistakes and broadly apply successful experience is becoming a strategic competitive advantage in highly competitive business environment. This is even more relevant for project-based organizations, where natural specifics of project activities impose higher requirements in regards to their ability to learn quickly. At the same time, despite the existing number of recommendations there are only rare cases of successful systemic application of knowledge management activities in projectbased organizations. Thus, additional exploration of the topic is required through identification of critical factors that influence implementation process. From this standpoint an exploratory research has been conducted, including an exhaustive literature review and a qualitative case study in a single company, complemented with additional interviews in ten other organizations. The combination of scrupulously summarized theoretical insights from the existing extensive range of academic research and the data obtained empirically resulted in a comprehensive theoretical framework. This framework depicts all the recommended elements that need to be incorporated into a project-based knowledge management system, as well as a list of critical factors, which should be considered while rolling out a system in practice. The current study revealed some new factors, which critically influence the success of project-based knowledge management systems implementation. These new findings are also included into the final framework and supposed to help to eliminate the existing confusion regarding the topic. Therefore, the produced comprehensive framework is highly recommended for practitioners as a starting point for planning their knowledge management system implementations projects. It also suggests further exploratory opportunities.