Efficiency and effectiveness of knowledge management systems in SMEs

Abstract

This paper proposes a 3D fuzzy logic methodology to assess the efficiency and effectiveness of knowledge management systems (KMSs) adopted by small and medium enterprises (SMEs) and identifies a classification bringing together the behaviour of SMEs when adopting KMSs. The proposed methodology was previously tested on an individual SME and then implemented on a sample of SMEs. The results highlight that there is an ample variety of behaviours related to the nature of knowledge and the KMSs used. Specifically, four typologies of behaviour are identified: the efficient and effective SME, the effective but inefficient SME, the efficient but ineffective SME, and the inefficient and ineffective SME. The results show that only 18% of surveyed SMEs are efficient and effective for both KM-Tools and KM-Practices, the remaining 82% are inefficient or ineffective for KM-Tools and/or KM-Practices. Lastly, the paper shows how this methodology may be used by an SME as a managerial tool to suggest appropriate changes to improve the efficient and effective adoption of KMSs supporting SMEs in the knowledge management processes.

KEYWORDS:

• Knowledge Management Systems (KMSs)
• KM-Tools
• KM-Practices
• efficiency and effectiveness indicators
• Small and Medium Enterprises (SMEs)

Additional information

Notes on contributors

Piera Centobelli

Emilio Esposito is Full Professor of Engineering Management at the Department of Industrial Engineering of the University of Naples Federico II. He has been Chair of the Logistics and Manufacturing Management Engineering Degree Council of the University of Naples Federico II. His current scientific interests include knowledge management, technology management, supply chain management organisation.

Roberto Cerchione

Piera Centobelli is Postdoc Research Fellow at the Department of Industrial Engineering of the University of Naples Federico II. Currently, Piera teaches Bioeconomics and Intellectual Property in the MSc program in Industrial and Molecular Biotechnology. In 2016, she held a PhD in Technology and Production Systems at the Department of Chemical, Materials and Production Engineering at the University of Naples Federico II. Her research interests focus on operations management, logistics and supply chain management, decision support systems, knowledge and technology management, big data and analytics in logistics and sustainable supply chain.

Emilio Esposito

Roberto Cerchione is Delegate of the Engineering Management Committee and teaches Business Management at the Faculty of Engineering of the University of Naples Parthenope. He is Co-Editor-in-Chief of the Journal of Entrepreneurship Education and Guest Editor of the journal Current Issues in Tourism. He is an Adjunct Professor at University of Maryland University College. His research projects are focused on knowledge management and entrepreneurship, technology management and digital transformation, supply chain management and environmental sustainability management in high-tech manufacturing and service industries.