Some problems confronted by managers include ill-formulated wicked planning problems, a type of problem that is difficult to solve because, in part, it is difficult to know what the problem is. The Churchmanian Knowledge Management Systems (CKMS) (Richardson & Courtney, 2004) is comprised of design principles for aiding system designers, managers, and clients who make decisions pertaining to these ill-formulated wicked planning problems. Problemography theory is proposed as a method for developing a CKMS. The method aims to measure CKMS development by using development tools that enables stakeholders and theoreticians to clarify CKMS development. A study was conducted to test a proof-of-concept development tool. The tool tested is a proposed list of processes that occur during CKMS development, processes derived from Churchman's (1971) Singerian inquiring systems theory. A gap analysis was performed whereby the proposed processes were compared with the processes found during a case study of people confronting issues related to the 'wicked' problem of Florida's invasive plant problem. A second study was conducted to explore possible design principles for developing a CKMS. Two proposed design principles, Every Person Principle and Connectedness Caretaker Principle, were used to develop a Describe a Wicked Problem Inquiring System (DAWP), a Web site which aims to enable inquirers to confront wicked problems. Participants in the study formulated problems related to Florida's native plants and suggested potential solutions. Using Wengraf's (2001) theory-driven qualitative research, interviews with participants were analyzed and the results suggest that the Web site being developed enabled the consideration of the ethical ramifications of knowledge.

The enterprises that deliver capability are trying to evolve into through-life businesses by shifting away from the traditional pattern of designing and manufacturing successive generations of products, towards a new paradigm centred on support, sustainability and the incremental enhancements of existing capabilities from technology insertions and changes to process. The provision of seamless through-life customer solutions depends heavily on management of information and knowledge between, and within the different parts of the supply chain enterprise. This research characterised and described Capability Engineering (CE) as applied in the defence enterprise and identified to BAE Systems important considerations for managing knowledge within that context. The terms Capability Engineering and Through Life Capability Management (TLCM), used synonymously in this thesis, denote a complex evolving domain that requires new approaches to better understand the different viewpoints, models and practices. The findings and novelty of this research is demonstrated through the following achievements: • Defined the problem space that Requirements Engineers can use in through-life management projects. • Made a contribution to the development of models for Systems Architects to enable them to incorporate 'soft' systems within their consideration. • Independently developed a TLCM activity model against which BAE Systems validated the BAE Systems TLCM activity model, which is now used by UK Ministry of Defence (MoD). • Developed, and published within INCOSE1, the INCOSE Capability Engineering ontology. • Through the novel analysis of a directly applicable case study, highlighted to Functional Delivery Managers the significance of avoiding the decoupling of information and knowledge in the context of TLCM. • Through experimentation and knowledge gained within this research, identified inadequacies in the TechniCall (rapid access to experts) service which led to the generation of requirements for an improved service which is now being implemented by BAE Systems. The results showed that managing knowledge is distinct when compared to information management. Over-reliance on information management in the absence of tacit knowledge can lead to a loss in the value of the information, which can result in unintended consequences. Capability is realised through a combination of component systems and Capability Engineering is equivalent to a holistic perspective of Systems Engineering. A sector-independent Capability Engineering ontology is developed to enable semantic interoperability between different domains i.e. defence, rail and information technology. This helped to better understand the dependencies of contributing component systems within defence, and supported collaboration across different domains. Although the evaluation of the ontology through expert review has been accomplished; the ontology, KM analysis framework and soft systems transitioning approach developed still need to undergo independent verification and validation. This requires application to other case studies to check and exploit their suitability. This Engineering Doctorate research has been disseminated through a number of peer reviewed publications.

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<p>The help desk serves as the first support level for solving IT problems but sometimes they have their own problems. These problems can be linked to the lack of access to the right knowledge which could be solved by implementing knowledge management so that agents have all the knowledge they need available to them when they need it. There is statistical data available to confirm that, by implementing this knowledge management-centric approach, there is a significant improvement in throughput and reduced times spent on calls. Yet there seems to be that there is no research available to show us the cultural, process, resource and responsibility impact of knowledge management in this environment. This is the focus of this project and by creating a special knowledge management system prototype, for a working help desk, these aspects are analyzed. The results show a minimal culture barrier, more structured processes, better access to resources and increased responsibilities.</p>

Capturing and sharing individual and organisational knowledge is vital for organisational functioning. Knowledge management systems (KMS) are information technology systems which enable employees to electronically capture and distribute knowledge across the organisation. Because knowledge sharing is often a discretionary behaviour requiring time and energy on behalf of employees, the success of KMS largely relies on their motivation and willingness to share. KMS implemented within organisations have been largely ineffective with failure rates of 80% documented in the knowledge management literature. There is a need for further understanding of the barriers and facilitators for employee contributions to KMS. In particular, there is a dearth of empirical research examining the role of social and organisational factors in knowledge sharing on KMS. To this end, a programme of research was developed which utilised normative and social exchange perspectives to explain employee knowledge sharing on KMS. A combination of research methodologies were employed across five field-based studies. The aim of Study 1 was to identify the determinants of knowledge sharing on KMS. In Study 1, qualitative data were collected through 16 in-depth interviews with employees from a medium-sized private sector organisation. While several barriers and facilitators were identified, the most prevalent themes to emerge from the content analysis were perceived benefits and management support, highlighting the central role of social exchange and normative processes in explaining employee knowledge sharing on KMS. The results of Study 1 were used in conjunction with previous research to design the subsequent quantitative studies. Study 2 examined the mediating role of perceived benefits in the management support – knowledge sharing intentions relationship. It used a cross-sectional survey design and sampled 41 employees from a large private sector organisation. Three main findings emerged. First, management support was positively related to employees’ knowledge sharing intentions. Second, perceived benefits were positively related to employees’ knowledge sharing intentions. Third, perceived individual benefits mediated the relationship between management support and knowledge sharing intentions. Study 3 examined the moderating role of perceived organisational support (POS) in the management support – knowledge sharing intentions relationship. Study 2 and 3 were both quantitative studies taken from the same organisational setting but with different user groups. In Study 2, the users directly contributed their knowledge onto the system. In Study 3 (N = 45), the users shared their knowledge through an intermediary person. Study 3 further extended Study 2 by investigating knowledge sharing behaviour (N = 27) in addition to knowledge sharing intentions. Study 3 had three key findings. First, consistent with Study 2, management support was positively related to employees’ knowledge sharing intentions. Second, POS was positively related to employees’ knowledge sharing intentions and knowledge sharing behaviour. Third, POS moderated the relationship between management support and knowledge sharing behaviour. Study 4 replicated and extended the findings of the previous studies in a different organisational setting. Two separate studies were conducted in a medium-sized public sector organisation. In Study 4a (N = 295) data were collected at a single point in time. Study 4b (N = 246) extended the previous quantitative studies by examining two forms of management support for the KMS as well as collecting self-reported behavioural data (N= 130) at a second time period. Overall, the findings of these studies provided mixed support for the predictions. First, system-related management support, organisational identification, perceived individual benefit and perceived organisational benefit were directly related to employee knowledge sharing on KMS. However, contrary to prediction, POS was not found to be directly related to employee knowledge sharing across the two studies. Second, organisational identification was found to moderate the relationship between management support and knowledge sharing in Study 4a but not 4b. Third, POS moderated the relationship between management support and knowledge sharing in Study 4b, however, no such relationship was found in Study 4a. Finally, across the two studies, both perceived individual and organisational benefit were found to uniquely mediate the relationship between management support and knowledge sharing intentions. On the basis of the findings of the research programme, several conclusions were made. First, system-related support from management is an important determinant of employee knowledge sharing on KMS. Second, employees’ perception of the benefits derived from knowledge sharing has an important influence on their contributions to KMS. Third, the extent to which employees identify with the organisation influences their decision to share knowledge on KMS. Fourth, the extent to which employees perceive support from the organisation influences their decision to share knowledge on KMS.

Capturing and sharing individual and organisational knowledge is vital for organisational functioning. Knowledge management systems (KMS) are information technology systems which enable employees to electronically capture and distribute knowledge across the organisation. Because knowledge sharing is often a discretionary behaviour requiring time and energy on behalf of employees, the success of KMS largely relies on their motivation and willingness to share. KMS implemented within organisations have been largely ineffective with failure rates of 80% documented in the knowledge management literature. There is a need for further understanding of the barriers and facilitators for employee contributions to KMS. In particular, there is a dearth of empirical research examining the role of social and organisational factors in knowledge sharing on KMS. To this end, a programme of research was developed which utilised normative and social exchange perspectives to explain employee knowledge sharing on KMS. A combination of research methodologies were employed across five field-based studies. The aim of Study 1 was to identify the determinants of knowledge sharing on KMS. In Study 1, qualitative data were collected through 16 in-depth interviews with employees from a medium-sized private sector organisation. While several barriers and facilitators were identified, the most prevalent themes to emerge from the content analysis were perceived benefits and management support, highlighting the central role of social exchange and normative processes in explaining employee knowledge sharing on KMS. The results of Study 1 were used in conjunction with previous research to design the subsequent quantitative studies. Study 2 examined the mediating role of perceived benefits in the management support – knowledge sharing intentions relationship. It used a cross-sectional survey design and sampled 41 employees from a large private sector organisation. Three main findings emerged. First, management support was positively related to employees’ knowledge sharing intentions. Second, perceived benefits were positively related to employees’ knowledge sharing intentions. Third, perceived individual benefits mediated the relationship between management support and knowledge sharing intentions. Study 3 examined the moderating role of perceived organisational support (POS) in the management support – knowledge sharing intentions relationship. Study 2 and 3 were both quantitative studies taken from the same organisational setting but with different user groups. In Study 2, the users directly contributed their knowledge onto the system. In Study 3 (N = 45), the users shared their knowledge through an intermediary person. Study 3 further extended Study 2 by investigating knowledge sharing behaviour (N = 27) in addition to knowledge sharing intentions. Study 3 had three key findings. First, consistent with Study 2, management support was positively related to employees’ knowledge sharing intentions. Second, POS was positively related to employees’ knowledge sharing intentions and knowledge sharing behaviour. Third, POS moderated the relationship between management support and knowledge sharing behaviour. Study 4 replicated and extended the findings of the previous studies in a different organisational setting. Two separate studies were conducted in a medium-sized public sector organisation. In Study 4a (N = 295) data were collected at a single point in time. Study 4b (N = 246) extended the previous quantitative studies by examining two forms of management support for the KMS as well as collecting self-reported behavioural data (N= 130) at a second time period. Overall, the findings of these studies provided mixed support for the predictions. First, system-related management support, organisational identification, perceived individual benefit and perceived organisational benefit were directly related to employee knowledge sharing on KMS. However, contrary to prediction, POS was not found to be directly related to employee knowledge sharing across the two studies. Second, organisational identification was found to moderate the relationship between management support and knowledge sharing in Study 4a but not 4b. Third, POS moderated the relationship between management support and knowledge sharing in Study 4b, however, no such relationship was found in Study 4a. Finally, across the two studies, both perceived individual and organisational benefit were found to uniquely mediate the relationship between management support and knowledge sharing intentions. On the basis of the findings of the research programme, several conclusions were made. First, system-related support from management is an important determinant of employee knowledge sharing on KMS. Second, employees’ perception of the benefits derived from knowledge sharing has an important influence on their contributions to KMS. Third, the extent to which employees identify with the organisation influences their decision to share knowledge on KMS. Fourth, the extent to which employees perceive support from the organisation influences their decision to share knowledge on KMS.

Capturing and sharing individual and organisational knowledge is vital for organisational functioning. Knowledge management systems (KMS) are information technology systems which enable employees to electronically capture and distribute knowledge across the organisation. Because knowledge sharing is often a discretionary behaviour requiring time and energy on behalf of employees, the success of KMS largely relies on their motivation and willingness to share. KMS implemented within organisations have been largely ineffective with failure rates of 80% documented in the knowledge management literature. There is a need for further understanding of the barriers and facilitators for employee contributions to KMS. In particular, there is a dearth of empirical research examining the role of social and organisational factors in knowledge sharing on KMS. To this end, a programme of research was developed which utilised normative and social exchange perspectives to explain employee knowledge sharing on KMS. A combination of research methodologies were employed across five field-based studies. The aim of Study 1 was to identify the determinants of knowledge sharing on KMS. In Study 1, qualitative data were collected through 16 in-depth interviews with employees from a medium-sized private sector organisation. While several barriers and facilitators were identified, the most prevalent themes to emerge from the content analysis were perceived benefits and management support, highlighting the central role of social exchange and normative processes in explaining employee knowledge sharing on KMS. The results of Study 1 were used in conjunction with previous research to design the subsequent quantitative studies. Study 2 examined the mediating role of perceived benefits in the management support – knowledge sharing intentions relationship. It used a cross-sectional survey design and sampled 41 employees from a large private sector organisation. Three main findings emerged. First, management support was positively related to employees’ knowledge sharing intentions. Second, perceived benefits were positively related to employees’ knowledge sharing intentions. Third, perceived individual benefits mediated the relationship between management support and knowledge sharing intentions. Study 3 examined the moderating role of perceived organisational support (POS) in the management support – knowledge sharing intentions relationship. Study 2 and 3 were both quantitative studies taken from the same organisational setting but with different user groups. In Study 2, the users directly contributed their knowledge onto the system. In Study 3 (N = 45), the users shared their knowledge through an intermediary person. Study 3 further extended Study 2 by investigating knowledge sharing behaviour (N = 27) in addition to knowledge sharing intentions. Study 3 had three key findings. First, consistent with Study 2, management support was positively related to employees’ knowledge sharing intentions. Second, POS was positively related to employees’ knowledge sharing intentions and knowledge sharing behaviour. Third, POS moderated the relationship between management support and knowledge sharing behaviour. Study 4 replicated and extended the findings of the previous studies in a different organisational setting. Two separate studies were conducted in a medium-sized public sector organisation. In Study 4a (N = 295) data were collected at a single point in time. Study 4b (N = 246) extended the previous quantitative studies by examining two forms of management support for the KMS as well as collecting self-reported behavioural data (N= 130) at a second time period. Overall, the findings of these studies provided mixed support for the predictions. First, system-related management support, organisational identification, perceived individual benefit and perceived organisational benefit were directly related to employee knowledge sharing on KMS. However, contrary to prediction, POS was not found to be directly related to employee knowledge sharing across the two studies. Second, organisational identification was found to moderate the relationship between management support and knowledge sharing in Study 4a but not 4b. Third, POS moderated the relationship between management support and knowledge sharing in Study 4b, however, no such relationship was found in Study 4a. Finally, across the two studies, both perceived individual and organisational benefit were found to uniquely mediate the relationship between management support and knowledge sharing intentions. On the basis of the findings of the research programme, several conclusions were made. First, system-related support from management is an important determinant of employee knowledge sharing on KMS. Second, employees’ perception of the benefits derived from knowledge sharing has an important influence on their contributions to KMS. Third, the extent to which employees identify with the organisation influences their decision to share knowledge on KMS. Fourth, the extent to which employees perceive support from the organisation influences their decision to share knowledge on KMS.

One of the most significant keys to value creation comes from placing emphasis on producing knowledge. The production of knowledge must a major part of the production strategy. This study aims to harness the concept of knowledge management (KM) as an essential element in the creation of sustainable competitive advantage for organisations. Accordingly, this research seeks to highlight the concept of knowledge management systems (KMS) as an essential element, in which the decision support system (DSS) and organisational performance (OP) are elements that control the survival of organisations in the marketplace. The industry requires creative thinking to generate innovation, learning and excellence in knowledge cognition and knowledge inertia, as well as knowledge acquisition (KA), and spending in three types of DSS: the group decision support system (GDSS), executive support system (ESS) and the expert system (ES). It also requires investment in experience inertia and in work teams for the purpose of access to cross-pollination of the information between the employees and to find new ideas about the industry. This study aims to investigate the issues and factors which affect the utilisation of KM as a tool for effective decision-making (DM).Therefore, decision models and DSSs which enhance effective utilisation of this approach will be investigated. Accordingly, a conceptual model based on the literature review and consultations with knowledge workers was developed. Studies of collaborating organisations which are active in manufacturing in Iraq and the UK were performed to validate the conceptual model and facilitate exploratory investigation regarding the relationships. Data was collected using personal interviews with managers and knowledge workers at the enterprises, in addition to use of the questionnaire which was distributed to samples within these firms. A case study method was used in the data collection stage. These case studies could also be implemented for the mechanical, systems engineering, and manufacturing industries. This is because the findings have been tested where the primary objectives of this study investigate KM gaps in the manufacturing industries generally. This study has also addressed the examined objectives by providing an explanation of several issues, identifying the key sources of KM and the corresponding factors. According to the study, KM is found to occur most strongly over the stages of manufacturing and on which high level KM mainly occurs. Furthermore, this study ties together the concepts of KM, DSS and performance as a way of creating sustinable competitive advantage for the firms. Similarly, the study examines the current use of KM tools and assesses the most prominent methods. This study explores the role of KM in industrial firms and the limitation of obstacles to avoid the gaps. Thus, this study proposes a businesslike framework and creative method, explaining comprehensively how KM must adjust in order to align employees' ideas with the firm's larger goals effectively and strategically, which will reduce the lack of harmonisation between the polarisation and implementation of KMS to those firms. The study identifies high correlation between KM and OP, in addition to identifying high correlation between computer-based DSS and OP.

Este trabalho possui como objeto de estudo a gestão de conhecimento dentro das firmas de Serviços Empresariais Intensivos em Conhecimento ou KIBS (Knowledge- Intensive Business Services), empresas especializadas que fornecem serviços para outras firmas ou organizações. Serviços de TI, serviços de P&D, consultoria técnica, consultoria legal, consultoria financeira e consultoria gerencial são típicas empresas KIBS. Dado o grau de especialização dessas empresas, a gestão de conhecimento passa a afetar uma parcela importante do desenvolvimento de suas atividades, bem como as ferramentas ou mecanismos estabelecidos para gerenciar as práticas relativas à criação e transferência do conhecimento. Nota-se, também, que o sistema de gestão de conhecimento nessas empresas se cria e desenvolve de maneira distinta da que ocorre em outras organizações. Portanto, buscou-se entender como as organizações KIBS gerenciam seu conhecimento, em especial a experiência (na forma de conhecimento tácito), investigando os mecanismos que se estabelecem para tal fim; e como a memória organizacional e os processos de socialização específicos são criados e desenvolvidos no interior dessas organizações, tendo como objetivo entender como os Sistemas de Gestão de Conhecimento evoluem através do relacionamento entre esses processos. A metodologia de pesquisa utilizada é qualitativa. Ela foi realizada por meio de um estudo de casos múltiplos em três empresas KIBS. Para tanto, um modelo teórico foi formulado e, posteriormente, avaliado na fase de pesquisa de campo. As observações finais demonstram que o papel dos especialistas dentro das empresas KIBS é fundamental para a evolução do seu Sistema de Gestão de Conhecimento e que os processos de socialização favorecem ou diminuem suas possibilidades de fornecer requisitos de desenvolvimento. / This paper focuses on the study of knowledge management at KIBS (Knowledge- Intensive Business Services), expert companies that provide services to other companies and organizations. IT and P&D service, technical consultancy, law consultancy, financial and management consultancy are all typical KIBS. Given the level of specialization of these firms, management knowledge may play an important part in the development of their activities, as well as the tools, and mechanisms established for managing practices related to the creation and transfer of knowledge. It was noticed in these firms that knowledge management systems (KMS) have been created and developed in a way different from that in other organizations. Consequently, there has been an effort to understand how KIBS firms manage their knowledge, basically expertise in the form of tacit knowledge, by looking into the mechanisms established for that purpose. Additionally, we intend to analyze the creation and development of organizational memory (OM) and particular socialization processes inside these organizations, so that we can learn how KMS evolve through the relationship of such processes. A qualitative research methodology was applied in this project. It was carried out by a multiple case study involving three different KIBS firms. In order to achieve that aim, a theoretic model was devised and forward assessed at the fieldwork stage. Our final observations have proved the essential role experts play inside KIBS firms for the progress of KMS. Likewise, it was found that socialization processes can either increase or reduce the possibilities of supplying development requirements.

Este trabalho possui como objeto de estudo a gestão de conhecimento dentro das firmas de Serviços Empresariais Intensivos em Conhecimento ou KIBS (Knowledge- Intensive Business Services), empresas especializadas que fornecem serviços para outras firmas ou organizações. Serviços de TI, serviços de P&D, consultoria técnica, consultoria legal, consultoria financeira e consultoria gerencial são típicas empresas KIBS. Dado o grau de especialização dessas empresas, a gestão de conhecimento passa a afetar uma parcela importante do desenvolvimento de suas atividades, bem como as ferramentas ou mecanismos estabelecidos para gerenciar as práticas relativas à criação e transferência do conhecimento. Nota-se, também, que o sistema de gestão de conhecimento nessas empresas se cria e desenvolve de maneira distinta da que ocorre em outras organizações. Portanto, buscou-se entender como as organizações KIBS gerenciam seu conhecimento, em especial a experiência (na forma de conhecimento tácito), investigando os mecanismos que se estabelecem para tal fim; e como a memória organizacional e os processos de socialização específicos são criados e desenvolvidos no interior dessas organizações, tendo como objetivo entender como os Sistemas de Gestão de Conhecimento evoluem através do relacionamento entre esses processos. A metodologia de pesquisa utilizada é qualitativa. Ela foi realizada por meio de um estudo de casos múltiplos em três empresas KIBS. Para tanto, um modelo teórico foi formulado e, posteriormente, avaliado na fase de pesquisa de campo. As observações finais demonstram que o papel dos especialistas dentro das empresas KIBS é fundamental para a evolução do seu Sistema de Gestão de Conhecimento e que os processos de socialização favorecem ou diminuem suas possibilidades de fornecer requisitos de desenvolvimento. / This paper focuses on the study of knowledge management at KIBS (Knowledge- Intensive Business Services), expert companies that provide services to other companies and organizations. IT and P&D service, technical consultancy, law consultancy, financial and management consultancy are all typical KIBS. Given the level of specialization of these firms, management knowledge may play an important part in the development of their activities, as well as the tools, and mechanisms established for managing practices related to the creation and transfer of knowledge. It was noticed in these firms that knowledge management systems (KMS) have been created and developed in a way different from that in other organizations. Consequently, there has been an effort to understand how KIBS firms manage their knowledge, basically expertise in the form of tacit knowledge, by looking into the mechanisms established for that purpose. Additionally, we intend to analyze the creation and development of organizational memory (OM) and particular socialization processes inside these organizations, so that we can learn how KMS evolve through the relationship of such processes. A qualitative research methodology was applied in this project. It was carried out by a multiple case study involving three different KIBS firms. In order to achieve that aim, a theoretic model was devised and forward assessed at the fieldwork stage. Our final observations have proved the essential role experts play inside KIBS firms for the progress of KMS. Likewise, it was found that socialization processes can either increase or reduce the possibilities of supplying development requirements.