Knowledge management in client–supplier relationship: emergent vs deliberate approach in small KIBS

Abstract

It is often argued that small–medium enterprises (SMEs) do not manage knowledge the same way as large firms, but may need appropriate approaches to capture and exploit external knowledge effectively. This paper compares two opposite approaches to knowledge management (KM): one is called ‘deliberate’ or ‘planned’, and the other ‘emergent’. These approaches are analysed with reference to the management of knowledge pertaining to client–supplier relationships, which are particularly important in the case of small companies providing knowledge-intensive business services (KIBS). A case study of a small KIBS company is illustrated, which has developed two different projects, based on different approaches to KM, for managing knowledge referring to clients. The case shows that, for a small company, an emergent approach to KM can be more suitable than a deliberate one for managing such knowledge. The implications of this result for KM research and practice are then examined.

Keywords:

• client–supplier interaction
• small–medium enterprises
• KIBS
• case study
• deliberate KM approach
• emergent KM approach

Additional information

Notes on contributors

Ettore Bolisani

About the Authors

Ettore Bolisani (Laurea ‘Electronic Engineering’ and Ph.D. ‘Innovation Studies’ – Padua University), was an E.U. ‘Marie Curie’ research fellow at PREST (University of Manchester) and a researcher at the Universities of Trieste and Padua, and is now Associate Professor at the Department of Management and Engineering of the University of Padua. His research centres on ICT management and Knowledge Management. He was visiting researcher at Coventry University, visiting lecturer at Kaunas Technological University, Chair of the European Conference on Knowledge Management (University of Padua, 2009), Editor of ‘Building the Knowledge Society on the Inter-net. Sharing and Exchanging Knowledge in Networked Environment’ (IGI Global). He is co-founder and first president of the International Association for Knowledge Management (www.iakm.net), and Series Editor of the IAKM Book Series on Knowledge Management and Organizational Learning (Springer).

Enrico Scarso is Associate Professor of Engineering Management at the Department of Management and Engineering, University of Padua (Italy). He received his Ph.D. degree in Industrial Innovation from the University of Padua. His current research interests are in the area of technology and knowledge management. He has published in several journals and has presented papers at various international conferences. He is member of IAMOT (International Association for Management of Technology) and IEEE Technology Management Council. He is co-founder and secretary of the newly created ‘International Association for Knowledge Management’ – IAKM.

Luca Giuman graduated in Statistics, has worked in service companies for more than 20 years. He was Program Manager, Database Administrator and System Architect in multinational and large companies. He worked at an international group as director of Information Systems, Sales director and Key Account Manager for Italian institutional customers. Since 2003, he is CEO at Infonet Solutions, a small services company based in the North East of Italy specialising in IT platforms design and management. He is VP (Vice President) of the ‘Innovative and Technological Services’ chapter of the Italian Confederation of Industries (Confindustria – Padua section). Since 2012, he is external member of the accreditation board of the Computer Sciences degree at the University of Padua. Since 2013 he chairs the North Eastern chapter of ITSFM Italy, and is member of the steering committee of the experiential training centre ‘Cubo Rosso’ (Padua).