User‐satisfaction‐based knowledge management performance measurement
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 22 May 2009
Abstract
Purpose
This paper aims to develop a user‐satisfaction‐based knowledge management performance measurement model, including identifying the assessment criteria sourced from user‐satisfaction‐based core values, critical success factors and phases of knowledge management process. With the aid of the developed measurement model, organisations could assess the strength and weakness of their own knowledge management system and practice and then identify areas for improvement.
Design/methodology/approach
User‐satisfaction‐based core values, critical success factors and five‐phase knowledge management process are identified through literature review and analysis, and expert interviews, with the aid of system‐modelling techniques.
Findings
The seven user‐satisfaction‐based core values, eight critical success factors and five‐phase knowledge management process are identified as the basis of the assessment criteria. These assessment criteria provide academics and practitioners with a new insight into the research landscape for knowledge management performance measurement.
Originality/value
The user‐satisfaction‐based approach provides direct measurement of knowledge management performances in organisations. The developed user‐satisfaction‐based knowledge management performance measurement model covers comprehensive assessment criteria, which are crucial to enable organisations to measure their knowledge management practices and identify improvement areas. It also provides a platform to benchmark performances among companies and even industries, and in turn continually improve knowledge management performances.
Keywords
Citation
Lo, K. and Chin, K. (2009), "User‐satisfaction‐based knowledge management performance measurement", International Journal of Quality & Reliability Management, Vol. 26 No. 5, pp. 449-468. https://doi.org/10.1108/02656710910956184
Publisher
:Emerald Group Publishing Limited
Copyright © 2009, Emerald Group Publishing Limited