Exploratory Research on Integrated Web-Based Knowledge Management in a Customer Contact

2014 ◽  
pp. 89-89
Author(s):  
Sandra S. Liu ◽  
Xueming Luo
Keyword(s):  
Knowledge Management ◽  
Exploratory Research ◽  
Web Based ◽  
Customer Contact

Can return on investment in knowledge management initiatives in organizations be measured?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Maayan Nakash ◽  
Dan Bouhnik
Keyword(s):  
Knowledge Management ◽  
Return On Investment ◽  
Objective Assessment ◽  
Business Environment ◽  
Performance Measure ◽  
Research Approach ◽  
High Status ◽  
Theory Approach ◽  
Exploratory Research ◽  
Content Type

PurposeThis paper focuses on the meanings attributed to the measurement of return on investment (ROI) in knowledge management (KM) initiatives in knowledge-intensive organizations. At the heart of this exploratory research is the introduction of a unique coherent perspective of discipline experts regarding the ROI metric, as part of their perception of assessing effectiveness in this field.Design/methodology/approachThe research begins with in-depth semi-structured personal interviews and continues with focus groups, as part of a qualitative research paradigm. The data were analyzed using a thematic analysis method, based on the grounded theory approach.FindingsThe findings provide empirical evidence regarding the significant challenges associated with the objective assessment of KM performance, which is deeply rooted in numerical-financial values. Despite the high status of ROI in the business environment, the authors find that decision-makers surprisingly avoid evaluating ROI for the most important resource of the organization, notwithstanding the immeasurable hopes that depend on this performance measure and the expectation of establishing the profitability of investment in organizational KM.Originality/valueThe uniqueness of this research is the adoption of the skeptical-critical research approach. For the first time, the authors interrogate the suitability and relevance of the general model of the ROI metric as a means of proving the value and contribution of well-managed knowledge to organizations. The authors call for adoption of a new integrative perspective for evaluating effectiveness, which will reflect the holistic set of KM in organizations.

Enabling Intelligence in Web-Based Collaborative Knowledge Management System

2013 ◽  
pp. 63-82
Author(s):  
Krissada Maleewong ◽  
Chutiporn Anutariya ◽  
Vilas Wuwongse
Keyword(s):  
Knowledge Management ◽  
Knowledge Creation ◽  
Management System ◽  
Knowledge Management System ◽  
Web Based ◽  
Creation Process ◽  
Relevant Term ◽  
Collaborative Knowledge Management ◽  
Knowledge Representation Language ◽  
Collaborative Knowledge

This paper presents an approach to enhance various intelligent services of a Web-based collaborative knowledge management system. The proposed approach applies the two widely-used argumentation technologies, namely IBIS and Toulmin’s argumentation schemes, to structurally capture the deliberation and collaboration occurred during the consensual knowledge creation process. It employs RDF and OWL as its underlying knowledge representation language with well-defined semantics and reasoning mechanisms. Users can easily create knowledge using a simple corresponding graphical notation with machine-processable semantics. Derivation of implicit knowledge, similar concept discovery, as well as semantic search, are also enabled. In addition, the proposed approach incorporates the term suggestion function for assisting users in the knowledge creation process by computing the relevance score for each relevant term, and presenting the most relevant terms to users for possible term reusing or equivalence concepts mapping. To ensure the knowledge consistency, a logical mechanism for validating conflicting arguments and contradicting concepts is also developed. Founded on the proposed approach, a Web-based system, namely ciSAM, is implemented and available for public usage.

Capturing and Reusing Building Maintenance Knowledge

2011 ◽  
pp. 67-89 ◽  
Author(s):  
Patrick S.W. Fong ◽  
Ka-chi Wong
Keyword(s):  
Decision Making ◽  
Knowledge Management ◽  
Knowledge Management System ◽  
Prototype System ◽  
Web Based ◽  
Knowledge Based ◽  
Building Maintenance ◽  
Knowledge Based Economy ◽  
Unique Nature ◽  
Learning From Others

Knowledge is regarded as the most important asset for sustainable success in today’s knowledge-based economy, and it has become the main competitive tool for many businesses. Proper capture and reuse of knowledge reduces the risk of “reinventing the wheel.” Building surveyors play a major role in building maintenance. Owing to the unique nature of building maintenance, building surveyors need sufficient knowledge and experience to facilitate their decision-making process. Apart from gaining this knowledge and experience by direct participation, learning from others is a sound alternative. However, insufficiencies have been found in the current practice on this aspect, and thus the aim of this chapter is to study whether a proposed Web-based prototype knowledge management system would be a feasible solution for capturing and reusing knowledge and experience in building maintenance. A questionnaire survey was conducted in this research to study the opinions of professional building surveyors on the capture and reuse of knowledge and experience in building maintenance, as well as the requirements of a proposed Web-based prototype system.

Artifacts of Expansive Learning in Designing a Web-Based Performance Assessment System

2010 ◽  
pp. 210-251
Author(s):  
Hanne Mawhinney
Keyword(s):  
Knowledge Management ◽  
Performance Assessment ◽  
Assessment System ◽  
Web Based ◽  
Institutional Dynamics ◽  
Expansive Learning ◽  
The World ◽  
Performance Assessment System ◽  
Scholarly Attention

Recent evidence of the adoption of technologically mediated systems of knowledge management as part of the trend to accountability in the Institutions of Higher Education around the world has been widely disseminated in World Bank and UNESCO reports, and the effects of assessment driven accountability on preparation programs extensively debated in scholarly communities. Less scholarly attention has been paid to the institutional effects of the technology enhanced performance assessment evidentiary demands on university programs undergoing review by national accrediting bodies. The lack of scholarly attention is addressed by presenting a case study examining the institutional dynamics of accreditation review experienced by faculty in one department that offered graduate programs leading to certification for education leaders. Drawing from institutional analysis (Scott, 2008a, 2008b) a conceptual framework is established in a discussion of conditions of enactment of the regulative, normative and cognitive facets of the institutional dynamics evident in the implementation ecology of accountability systems. The case study analysis outlines four phases of development of the essential elements of a web-based assessment system, and describes the questions raised by faculty about performance evidence, the assessment of that evidence, and the nature of measures of program outcome effectiveness. Classic theories of organizations fail to fully explain the concerns and questions that were raised by faculty. In contrast, Engeström’s (1999, 2001, 2008) theory of expansive learning grounded in Cultural Historical Activity Theory (CHAT) provides insights into faculty responses to questions raised by the criteria for program review established by the accrediting body. Artifacts of expansive learning evident in the development of a performance assessment system can be viewed as reflecting institutionalization of regulative, normative, and cognitive dimensions of the emergent evaluative state of leadership preparation around the world. Implications are suggested for understanding the development of information technology (IT) enhanced knowledge management systems (KMS).

Knowledge Management Within Collaboration Processes

2011 ◽  
pp. 1176-1190
Author(s):  
Jian Cai
Keyword(s):  
Information System ◽  
Knowledge Management ◽  
Social Network ◽  
Collaborative Process ◽  
Distributed Knowledge ◽  
Web Based ◽  
Analysis Methodology ◽  
The Social ◽  
Generic Modeling ◽  
Perspective Model

Collaborative projects are relatively complex and, hence, are difficult to handle. Managing distributed knowledge among stakeholders in a systematic way is crucial to improving the collaboration productivity. This article provides a generic modeling approach that explicitly represents the perspectives of stakeholders and their evolution traversing a collaborative process. This approach provides a mechanism to analytically identify the interdependencies among stakeholders and to detect conflicts and reveal their intricate causes and effects. Collaboration is thus improved through efficient knowledge management. This article also introduces a Web-based information system that uses the perspective model and the social network analysis methodology to support knowledge management within collaboration.

Towards Active Citizen-Centric E-Government Systems for Developing Countries

2012 ◽  
Vol 4 (2) ◽  
pp. 52-64
Author(s):  
Olusegun Folorunso ◽  
Catherine Chen ◽  
Nazim U. Ahmed ◽  
Thomas Harris
Keyword(s):  
Developing Countries ◽  
Knowledge Management ◽  
Online Discourse ◽  
Web Based ◽  
Limited Success ◽  
Architectural Framework ◽  
Active Citizen ◽  
Citizen’S Participation

The importance of citizen’s participation in government cannot be overemphasized. Governments in many developing countries have made efforts, in spite of their infrastructural and financial limitations, to uphold the virtues of participatory e-governance with limited success. A major cause of this elusive success is the design of e-government platforms, which doesn’t encourage usage by the stakeholders of e-government. Many governments in developing countries are settling for other means to communicate with citizens. In this work, a new architectural framework is proposed that uses knowledge management facilities to enhance web-based e-governance and encourage participation, thus allowing for the elicitation of knowledge from online discourse. The country examined in this article is Nigeria. However, it is likely that many other African and developing countries have similar experiences. This work will aid in the improvement of web-based e-government platforms for such countries.

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