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.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:sun/oai:scholar.sun.ac.za:10019.1/50199 |
| Date | 03 1900 |
| Creators | Schilawa, Jörg |
| Contributors | Fourie, Louis C. H., Stellenbosch University. Faculty of Economic and Management Sciences. Graduate School of Business. |
| Publisher | Stellenbosch : Stellenbosch University |
| Source Sets | South African National ETD Portal |
| Language | en_ZA |
| Detected Language | English |
| Type | Thesis |
| Format | 129 p. |
| Rights | Stellenbosch University |
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