The impact of knowledge management processes on organisational performance

Copyright @ 2012 ISEing.In today's increasingly competitive business environment, the use of knowledge to gain a competitive advantage has become a serious concern for all organisations. However, despite the increasing number of studies relating to Knowledge Management (KM) in developed countries, few studies have explored this issue within the context of developing countries. Moreover, some industries have been affected more acutely than others in the transition to a knowledge-based economy. Towards covering this gap, this study aims at investigating the impact of Knowledge Management processes on Organisational Performance (OP). In this paper, the authors propose a conceptual model through an in-depth investigation of the previous and current studies in the area of Knowledge Management and Organisational Performance. Through an extensive classification of Knowledge Management processes, the proposed model explores the impact of each Knowledge Management process on improving the level of Organisational Performance. It is envisaged that this model can play a role in guiding the process of Knowledge Management implementation in order to maximise the beneficial effects of Knowledge Management processes on Organisational Performance

Developing Process Model for Management of Knowledge-Intensive Organization – A Case Study of a Hospital

This study explores knowledge management practices in a Malaysian public healthcare organization. Knowledge management has gained much attention not only from business enterprises but also in other fields such as education, urban planning and development, governance as well as healthcare and has allowed for an enterprise-wide structure to be put in place to promote efficient and effective decision-making process. As a result, many organizations are now more serious about managing knowledge and embracing the concepts associated with knowledge management to remain competitive, or even to survive. Healthcare practitioners are a knowledge-based community that depend heavily on knowledge management activities. However, little study has explored the processes used by practitioners in managing knowledge as one of the intellectual assets of the business. Hence, this paper focuses on knowledge management practices among medical staffs particularly on how they build their knowledge schemes, scan for knowledge and use knowledge in their organizations. The paper\u27s primary goal is to examine how medical staffs employ knowledge management processes to the benefit of their clinical routines and ultimately to develop a knowledge management model for disease management. Theoretically, this study aims to provide a model that will add to the existing models on knowledge management processes; extend the initial model used in this study; examine the contribution of different knowledge workers to the model as well as guide practitioners in understanding, acquiring and applying knowledge effectively. By adopting an interpretive case study approach, two distinct roles of medical staffs were selected to reflect how knowledge management process is being practiced in their organization

Curiosity and its role in cross-cultural knowledge creation

This paper explores the role of curiosity in promoting cross-cultural knowledge creation and competence development. It is based on a study with four international higher educational institutions, all of which offer management and business education for local and international students. The reality of multicultural and intercultural relationships is researched using constructivist grounded theory method, with data collected through indepth interviews, long-term observation and participation, and discussion of the social reality as it was experienced by the participants. The study applies the concepts of cultural knowledge development, cross-cultural competence and cultural distance. Based on the comparative analysis, curiosity emerged as a personal condition conducive to the cultural knowledge development process. The paper presents a cross-cultural competence development process model, which takes into account the cultural curiosity of the learners. The paper also provides tentative recommendations for the steps that knowledge-creating multicultural organizations can take to develop cross-cultural exchange, cultural knowledge creation and cross-cultural competence development.peer-reviewe

The Heatex-Model - Multi-Cultural Business Process Development

Purpose: The purpose of this study is to develop a model for business process improvement that integrates national culture aspects to achieve sustainable performance improvement. Research questions: * How can national culture aspects be combined into a business process management model? * What is the difference between mapping methods? * How do they relate to each other and their intended scope? Research procedure: This project takes place from September 2014 to March 2015. During this time the researcher spent October – mid December at Heatex subsidiary in Shanghai, looking at the order to delivery process for the rotor production line. By first conducting a literary review of business process management, and development with a specific focus on business process mapping. This study has compared different business process mapping techniques into a business process management model that was applied to the case company. As an attempt to further understand a foreign process the Hofstede framework was also integrated into the business process management model. The idea was to better be able to predict the process reaction to changes and be able to develop a suggestions that could create sustainable change and improve overall performance. Results: The implemented improvements in the production process at Heatex Shanghai are: * A KPI system for measuring performance * A new and more efficient layout for the spinning line * Tool-belts and –carts Based on the experience and research procedure used in this study the Heatex model for multi-cultural process improvement were developed. It is a ten step model that combines previously established process management models with Hofstede’s model for culture dimensions: 1. Identified goal, opportunity or problem 2. Assemble team 3. Draw boundaries 4. Examine process 5. Evaluate issues 6. Find cause 7. Culture analysis 8. Develop solutions 9. Implement 10. Evaluate process Conclusions: The purpose of this study is to develop a model for business process improvement that integrates national culture aspects to achieve sustainable performance improvement. It is a growing need for companies to develop their processes that cross national and cultural boarders. The Heatex model presents a suggestion for how the Hofstede culture research can be applied to gain knowledge about a foreign culture. This can help to extract trustworthy data as well as be used as a tool to achieve sustainable process change. This study conducted a literary review over different mapping methods in order to further deepen the knowledge about process mapping. Based on this theory a theoretical model was developed for how to apply different process mapping techniques. By applying these mapping methods to Heatex Shanghai further conclusions could be drawn about how process mapping should be conducted. By answering the research questions this study provides an explanatory result between culture analysis and business process management, and within business process mapping

A Study on the Business Model Optimization Strategy of Knowledge Payment Platform: The Example of Zhihu

The rapid development of the Internet has contributed to the continued advancement of the knowledge payment industry. Currently, knowledge payment platforms, as the core force of the knowledge payment market, guide the continuous changes in the direction of content production, enterprise operation and consumer demand in the knowledge payment industry. However, research on knowledge payment platforms in academia is still in its infancy, and in particular, there is a paucity of research that systematically examines the characteristics of successful knowledge payment platforms and strategies to address the problems of business models from the perspective of business models as a whole. Therefore, a systematic and thorough understanding of the essence and richness of the business models of knowledge payment platforms is crucial to an in-depth understanding and grasp of the development rules of the knowledge payment industry.This article focuses on the business models of Internet knowledge payment platforms and their optimisation strategies. Take Zhihu as an example using a case study approach and the perspective of value networks, this paper constructs a business model based on value networks and conducts specific research and analysis on the eight elements of the business model to explore the essence of the business model of knowledge payment platforms and its optimisation strategies under the collaborative competition model, which is equally important in the Internet era. Evidence from this case study finds that value network is the main form of operation of the business model of platform-based enterprises, and the platform achieves the business closure of value acquisition and value maintenance through the engine driven by value proposition and value co-creation.The study reveals that competition and cooperation are equally important business concepts and the whole process of cross-enterprise value co-creation in the Internet era, which complements the research perspective of business model optimization strategy research focusing on competition and provides certain reference significance for the business model optimization of platform-based enterprises.The contribution of this paper is to provide a new perspective for the study of business model optimization strategies. This article is sorting out business model optimization strategies. On the basis of relevant literature, the original theoretical research perspective of enterprise management focusing on competition rather than cooperation is supplemented，From the perspective of “value network”, combined with the theoretical basis of Yuanlei’s business model, a business model based on value network is proposed Model. On this basis, take the knowledge payment industry as the exploration field, and take the typical knowledge payment platform Zhihu platform. In order to study the case, by revealing the key factors for the success of the business model of Zhihu platform, verify the new business model theory Explanations of enterprise practice. Through research, it is found that the theoretical model of the new business model better explains the Internet knowledge. The essence of the business model of the payment platform is a complete value co-creation closed-loop structure, which also reveals the Internet knowledge

Developing a business improvement strategy based on the EFQM model

The use of the EFQM model and other business excellence models (BEM’s) has been recognised as a way of improving business processes among organisations. The information gathered through self-assessments using these models show the performance of organisations against several model criteria. There is evidence that organisations find it difficult to integrate the information from self-assessments to current business improvement programs or projects. Additionally, it has been claimed that the final reports derived from the deployment of self-assessments are rarely followed up. Thus, despite good efforts and some knowledge gained through the use of BEM’s there is a lack of methods, models, and techniques that effectively integrate the self-assessments with current business improvement strategies. In this context, the effective deployments of BEM’s and follow up activities and plans can contribute to support and develop business improvement strategies. Under this perspective, this paper explores the appropriate methods and techniques than can help to integrate self-assessments outcomes based on the EFQM model into a business improvement strategy. Based on emerging issues derived from an empirical study with twelve European Organisations that have used the EFQM model for more than five years, the paper identifies some of the best practices to integrate self-assessment outcomes with business improvement strategies. It then proposes a framework that can help to accomplish this integration and to mitigate the problems mentioned earlier. The conclusion of this work emphasises the necessity to standardise this process, and to integrate it with current knowledge management projects to store and retrieve the information for future business improvements project

Business process reengineering in developing economies Lessons from microfinance institutions (MFIs) in Uganda

Abstract Purpose – The purpose of this paper is to study the relationship between organizational adaptability, institutional leadership and business process reengineering performance using the tested complexity theory in a developing economy setting. Design/methodology/approach – This study is correlation and cross-sectional and adopts institutionallevel data collected via questionnaires from reengineered microfinance institutions in Uganda. Cluster analysis as data mining technique was used to classify cases based on respondents’ opinions into homogeneous clusters. Nvivo was used to understand the perceptions of business process reengineering performance based on qualitative data. The authors used structural equation modeling to derive the predictive model of business process reengineering performance in a developing world setting. Findings – The authors find that organizational adaptability and institutional leadership are key predictors of business process reengineering performance. Results reveal a predictive model of 61 per cent based on structural equation modeling for the study variables. Cluster analysis as data mining approach explored complex patterns of reengineered business processes. Research limitations/implications – The use of cluster analysis is susceptible to problems associated with sampling error and absence of fit indices. However, the likelihood of these problems is reduced by the interaction with the data, practical implications and use of smart partial least square to generate structural equations based on derived measurement models of each study variable. Practical implications – Policymakers of Bank of Uganda, Ministry of Finance and Economic Planning, should develop sound policies in relation to knowledge management, institutional leadership and adaptive mechanisms to enhance business process reengineering performance to take advantage of new knowledge opportunities for the improvement of their businesses. Social implications – Given the results from structural equations generated, managers need to consider institutional leadership and organizational adaptability as key drivers of business process reengineering performance in microfinance institutions. The results confirm the significant role of institutional leadership, organizational adaptability in determining business process reengineering performance outcomes. Originality/value – Unlike most of the business process reengineering literature, this study contributes to literature by domesticating and testing complexity theory to explain business process reengineering performance in developing economies

Identifying the Current State and Improvement Opportunities in the Information Flows Necessary to Manage Professional Athletes: A Case Study in Rugby Union

In sporting environments, the knowledge necessary to manage athletes is built on information flows associated with player management processes. In current literature, there are limited case studies available to illustrate how such information flows are optimized. Hence, as the first step of an optimization project, this study aimed to evaluate the current state and the improvement opportunities in the player management information flow executed within the High-Performance Unit (HPU) at a professional rugby union club in England. Guided by a Business Process Management framework, elicitation of the current process architecture illustrated the existence of 18 process units and two core process value chains relating to player management. From the identified processes, the HPU management team prioritized 7 processes for optimization. In-depth details on the current state (As-Is) of the selected processes were extracted from semi-structured, interview-based process discovery and were modeled using Business Process Model and Notation (BPMN) and Decision Model and Notation (DMN) standards. Results were presented for current issues in the information flow of the daily training load management process, identified through a thematic analysis conducted on the data obtained mainly from focus group discussions with the main stakeholders (physiotherapists, strength and conditioning coaches, and HPU management team) of the process. Specifically, the current state player management information flow in the HPU had issues relating to knowledge creation and process flexibility. Therefore, the results illustrate that requirements for information flow optimization within the considered environment exist in the transition from data to knowledge during the execution of player management decision-making processes.</p

The role of digital knowledge servitization in supply chain management

Purpose This paper aims to contribute to overcoming the gap existing in the supply chain literature related to digital servitization by bridging digital servitization with knowledge management and identifying the rise of digital knowledge servitization as a driver for changes in the supply chain business model towards open innovation. Design/methodology/approach The study follows an inductive grounded theory approach for theory building. To analyse the impact of digital knowledge servitization, in-depth interviews of managers in the main business units of the Volvo Group supply chain ecosystem were carried out. Findings The results show how the digital servitization process affects the supply chain business model, highlighting the central role of knowledge in the service ecosystem and the rise of the theoretical concept of digital knowledge servitization. In particular, through the Innovation Lab (Volvo Group) study, the paper contributes to bringing together the theoretical knowledge-based view of servitization with the digital servitization concept, which demonstrates the role of this combined perspective in the transformation of the supply chain; this is carried out by introducing a new business model based on open innovation in inbound and outbound processes. Practical implications The research offers interesting insights from a managerial perspective, as increasingly advanced and complex digital solutions require shorter times in supply chain management (SCM). Companies need to be able to quickly manage information and knowledge flows deriving from internal and external interactions and involvement with external actors upstream and downstream of the supply chain ecosystem. Therefore, the digital knowledge servitization of the supply chain also highlights implications for managers in terms of human resources management. Originality/value The novel research goal is to contribute to the supply chain literature by integrating the digital servitization with the knowledge view and analysing the impact on the inbound and outbound supply chain through the introduction of an open innovation business model

Enterprise resource planning and customer relationship management value

Ruivo, P., Oliveira, T., & Mestre, A. (2017). Enterprise resource planning and customer relationship management value. Industrial Management and Data Systems, 117(8), 1612-1631. https://doi.org/10.1108/IMDS-08-2016-0340Purpose - The purpose of this paper is to develop and test a theoretical model to measure the impact of enterprise resource planning (ERP) and customer relationship management (CRM) systems and moderating relationships of system and process integration on business value. Design/methodology/approach - ERP and CRM systems are analysed with the resource-based view theory and measured by their impact on business value, having in consideration the moderation of system and process integration. The model was tested and analysed with data collected by Microsoft, from firms that have adopted both ERP and CRM systems in their organisation. Findings - ERP system is found to be an important asset to business value, but CRM systems' impact on business value is found to be not significant. System integration as moderator of ERP or CRM system is found to be not significant but has a positive and significant impact on business value. For process integration, the study finds that it is significant only when moderating the CRM system variable. Research limitations/implications - The model shows that the moderating effects of system and process integration are important variables for understanding the joint business value of ERP and CRM. Practical implications - Adopting an ERP system and ensuring system integration provides a direct impact on business value. In order for a CRM system to have a positive impact on business value, process integration with ERP system must be ensured. Originality/value - This study provides new knowledge on how ERP and CRM systems used together may positively influence value from IT investments, and how systems integration and process integration provide business value.authorsversionpublishe