Thesis (MBA)--Stellenbosch University, 2004 / This study project investigates the use of concept maps in knowledge management and takes a look at both the people, and the technology sides of knowledge management. The report discusses critical aspects and theories of knowledge management. Attention is focused on the importance of human beings in creating and being of value to organisations. While some theories of knowledge management view knowledge as a further developed stage of information, there are other theories, which view tacit or individual knowledge as the most basic source of knowledge. Despite this difference, and other dissimilarities, certain issues concerning knowledge creation and amplification through communication appear in both theories. A detailed discussion of the conversion process, and the knowledge spiral, explains and reinforces the importance of communication. The discussion touches on issues such as the influence of company culture towards the facilitation of sharing attitudes, supportive leadership styles and organisational structure. The continuous exchange of knowledge and the acceptance of new methods, such as best practise, promote the creation of a learning organisation that concentrates on the value of human beings, their needs, and their individual fulfilment. Challenges and obstacles of knowledge management such as experts seeing their sharing of knowledge as a hindrance of personal competitive advantage or work security will be examined. Although the logistics of knowledge management are very complex it is extremely beneficial for organisations for creation of extra value, the speeding up of processes, and the creation of a better work environment. Despite the importance of the people side of knowledge management, a technical infrastructure and a sophisticated knowledge management system are essential. General information about knowledge management systems and information are given, including objectives, trends, and an example of a standard technical infrastructure. Concept map technology is the interface between the computer system and the user. Although concept maps are not a new invention, they are becoming more popular due to new technical possibilities. All kinds of knowledge can be saved in concepts, connections, links and underlying documents. Their cognitive structure enables instant use without extensive guidelines or instructions. A further advantage is the generality of concept maps, making them applicable to various environments and industries. To increase awareness for concept map applications, differences between two concept mapping software tools are briefiy discussed. One application concentrates on maps, the other application aims to enable further functionality. The empirical part of the study project evaluates the use of concept maps in the banking and insurance environment of Sparkasse Sudholstein. The company currently has about 1400 employees and provides a knowledge based service, which made it very suitable for the research project. The technology infrastructure of Sparkasse Sudholstein contains certain distinctive features due to security reasons. The company has a user interface with different applications, various internal databases, external databases for the discretion of customer data, and several other external information and knowledge services. All the factors above make Sparkasse Sudholstein to an ideal candidate for the use of concept map applications. A survey by means of a questionnaire was undertaken at the headquarters of the company to determine the current situation of their knowledge management system. The most popular knowledge sources in use were the Lotus Notes "info-tiles", as well as direct communication amongst colleagues. It was further recognised that concept maps are known by almost half the participants of the questionnaire and that people are very open to new techniques of knowledge management. Various concept maps were created with company experts to evaluate the value and possible applications of concept maps in the company. The results showed that concept maps are not able to fulfil all the tasks of a knowledge management system, because they do not yet provide enough functionality. However, concept maps do have an essential significance in knowledge gathering, job descriptions, trainings and seminars, presentations, as discussion support tools, and project work such as workflow management. The advantages of concept maps are their cognitive use and understanding, their self-explanatory structure, the interactivity with the user, and the implementation of multi-media in combination with special layout features. In conclusion, it can be said that concept maps can be successfully applied to selective areas in companies. Concept maps should be implemented into a broader knowledge management system and combined with other traditional methods of knowledge management. The use of concept maps will create value for companies by increasing efficiency, effectiveness, as well as the overall performance of the company. If concept maps are combined successfully with other knowledge management measures, sustainable competitive advantage could be created for the organisation.

Thesis (MPhil)--Stellenbosch University, 2004. / ENGLISH ABSTRACT: Key factors that drive the global information society include knowledge, networking, the Internet and virtualisation. Therefore it is important that the knowledge and information situated within a business or company must be effectively managed to gain a competitive edge. Knowledge and information mapping is a visual management tool that can assist companies and organisations in this quest. The primary objective of this study was to explore mapping as a visualisation tool that enables an organisation to manage and benefit from information and to visualise explicit knowledge that exists within the organisation. An additional objective was to study mapping as part of a visual business strategy. The first part of the study consisted of a literature review that focused on the many facets and interpretations of mapping. Related concepts were identified and defined. In order to understand the characteristics of mapping better, an analysis of the concepts information and knowledge mapping was done. Emphasis was placed on various techniques and their applications, as well as an interpretation of the relationship between the different concepts. To reveal these relationships, the applications of different mapping methods and the associations between them were evaluated. The study also focused on the use of information and knowledge mapping as part of a business strategy in organisations. To demonstrate the value of mapping as a business strategy, it was emphasized that mapping is truly a business opportunity enabler that can be used e.g. for concept mapping of business processes, core competencies, as an aid for gap analysis along with timelines, and as a tool for competitiveness. Finally, recommendations based on the results of the study are proposed in order to enhance the understanding of mapping as a concept, as well as the use thereof in the business environment. / AFRIKAANSE OPSOMMING: Kernaspekte soos kennis, netwerke, die Internet en virtualisering beïnvloed die globale inligtingsgemeenskap. Om kompeterend te kan wees, moet bestuur plaasvind van die kennis en inligting wat in die organisasie of besigheid geleë is. Kennis- en inligtingskartering is 'n visuele bestuursmeganisme wat organisasies en besighede ondersteun met die bestuur van hierdie bronne. Die hoofdoel van die studie was om kartering as a visuele metode te evalueer wat organisasies in staat kan stel om inligting tot hulle voordeel te bestuur. Kartering kan benut word om spesifieke kennis wat binne die oganisasie bestaan, te visualiseer. 'n Bykomende doel was om kartering as deel van 'n visuele besigheidstrategie te bestudeer. Die eerste gedeelte van die studie bestaan uit 'n literatuuroorsig wat gefokus is op die verskeie fasette en interpretasies van kartering. Verwante konsepte is geïdentifiseer en gedefinieer. Om die eienskappe van kartering beter te begryp, is 'n analise van die begrippe inligting- en kenniskartering gedoen. Klem is geplaas op die verskeie tegnieke en hulle toepassings, sowel as op die interpretasie van die verwantskap tusen die verskillende konsepte. Om die verwantskappe tussen die konsepte beter te begryp, is die toepassings van die verskillende karteringsmetodes sowel as die verwantskappe tussen die metodes geëvalueer. Vervolgens is die gebruik van kartering as 'n besigheidstrategie in organisasies ondersoek. Deur klem te plaas op kartering, word die strategie qeïllusteer dat kartering as 'n besigheidsgeleentheidskepper gebruik kan word om bv. besigheidsprosesse en kernbevoegdhede te visualiseer, om tesame met die visualisering van effektiewe tydlyne as 'n hulpmiddel te dien om gapings te analiseer, en om bystand te verleen om kompeterend te kan wees. Ten laaste is aanbevelings en voorstelle wat gebaseer is op die studie gemaak, nie net om die begrip van die konsep kartering uit te lig nie, maar ook om die gebruik daarvan in die besigheidsomgewing te beklemtoon.