This thesis focuses on pre-conditions for organisations to implement knowledge management
systems (KMS). Prior research suggests knowledge management (KM) is a capability and, as
such, organisations need to know if they are ready to embark on KM initiatives that develop
this capability. The findings of my research contend that measuring readiness is a prerequisite
for implementing KMS holistically. I argue that effective KMS integrates the creation,
mobilisation and diffusion stages of the knowledge life-cycle. Therefore, a system for gauging
organisational readiness for KMS necessitates understanding the organisation’s inclination to
create, mobilise and diffuse knowledge. Drawing from Socio-Technical Systems (STS)
Theory, this study uses three dimensions, Infrastructure, Knowledge Structure and
Knowledge Culture, to gauge each stage of the knowledge life-cycle. This study develops an
instrument – the Knowledge Implementation Assessment Tool (KIAT) – to assess an
organisation’s readiness for KMS. An organisation’s readiness can be said to increase as the
measure on each dimension increases. In addition, this study found that structurally diverse
Communities For Performance are needed to leverage Communities Of Practice in delivering
direct business results, and that the implementation of KMS must be governed within and by
cross-functional business processes.
The knowledge-based theory of the firm and the knowledge life-cycle theory provide a
conceptual understanding that managing the creation, mobilisation and diffusion of
knowledge can yield competitive advantage. Based on these theories, an in-depth case study
was conducted in Schlumberger’s technical service delivery process. The study analysed the
implementation and the use of InTouch, Schlumberger’s KMS. The case study was conducted
using an Abductive research strategy. The Means-End Chain approach and its laddering
technique were used to collect and analyse data to establish 35 attributes vital for the
implementation of an effective KMS – one that brings beneficial results. These attributes form
the basis for creating the readiness assessment instrument – KIAT.
A KMS implementation affects the social and technical aspects of an organisation.
This study categorised the attributes along the three STS dimensions. The basis of the
categorisation was the fit between each attribute and an STS dimension. The result is an
assessment instrument to measure organisational readiness. The instrument, KIAT, consists of
50 factors to measure organisational readiness along the three STS dimensions for the
creation, mobilisation and diffusion of knowledge.
KIAT is operationalised in three organisational cases in different industries and
processes. This allowed the instrument to be refined and led to the development of procedures
to apply KIAT. The cases suggest that KIAT provides useful insights to discover or confirm
KMS readiness where a cross-functional business process is the unit of analysis.
The research contributes to research methodology in the KM field, as it is the first to
use the Means-End Chain approach into knowledge management research by representing a
hierarchy of organisational goals in a knowledge management initiative. For practitioners, my
research makes two contributions. One, the KIAT readiness assessment instrument to
diagnose their organisational readiness and take informed decisions. Two, the understanding
of Communities For Performance. This study points the way for further research. This
includes directions to explore the relationship between the levels of readiness and the
effectiveness of KMS implementation, the relationship between organisations’ experience and
their readiness, and the relationship between the dynamics of the KIAT Factors and
organisational learning.
| Identifer | oai:union.ndltd.org:CRANFIELD1/oai:dspace.lib.cranfield.ac.uk:1826/1554 |
| Date | January 2006 |
| Creators | Tanudjojo, J. Satrijo |
| Contributors | Braganza, Ashley |
| Publisher | Cranfield University, School of Management |
| Source Sets | CRANFIELD1 |
| Language | English |
| Detected Language | English |
| Type | Thesis or dissertation, Doctoral, DBA |
| Format | 2207418 bytes, application/pdf |
| Rights | © Cranfield University, 2006. All rights reserved. No part of this publication may be reproduced without the written permission of the copyright holder. |
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