Knowledge management process effectiveness: measurement of preliminary knowledge management implementation

Abstract

While knowledge management (KM) has been widely discussed by many academics and practitioners, measurement is undoubtedly the least developed aspect of KM due to the intangibility of knowledge assets. It is of paramount importance to establish performance measures at different stages of KM implementation even from the beginning so that its effectiveness can be identified. This paper thus serves to explore KM performance measurement from the angle of KM process effectiveness. Through the data collected from 289 managers in the Malaysian telecommunication industry, where KM implementation is just beginning to take place, significant interactions were found between four of the five proposed KM preliminary success factors (i.e. business strategy, K audit, K map, KM team) and all four KM elements of strategies (i.e. technology, culture, leadership, measurement) with KM process effectiveness. The findings of this study serve as a guide for organizations in driving their KM journey and reaching their destinations even at the beginning stage of their KM implementation.

Keywords:

• measurement
• knowledge management
• preliminary KM implementation
• telecommunication industry
• middle managers
• Malaysia

Additional information

Notes on contributors

Chin Wei Chong

About the authors

Chin Wei Chong is a lecturer in Faculty of Management at Multimedia University, Malaysia. She received her Ph.D. from Multimedia University. Her publications have appeared in various international refereed journals, conference proceedings and book chapters. Her research interests include knowledge management, knowledge transfer and knowledge culture.

Siong Choy Chong

Siong Choy Chong is the Chief Executive Officer of Putra International College. He received his Ph.D. from Multimedia University. He has published more than 55 articles in international refereed journals, in conference proceedings and as book chapters. His research interests include knowledge management, human resource management, information technology management and entrepreneurship.