Knowledge management system implementation success: A social capital perspective

2021 ◽  
pp. 1-19
Author(s):  
Gabriel Nyame ◽  
Ernest Kwame Ampomah ◽  
Mavis Adu-Gyamfi
Keyword(s):  
Social Capital ◽  
Knowledge Management ◽  
Knowledge Sharing ◽  
Management System ◽  
Correlation Factor ◽  
Social Capital Theory ◽  
Perceived Usefulness ◽  
Knowledge Management System ◽  
Three Dimensions ◽  
Shared Norms

BACKGROUND: Organizations develop knowledge management (KM) strategies with the intention to leverage knowledge across all functional areas. A knowledge management system (KMS) is used to facilitate KM processes such as the creation, storage, and application of knowledge. However, mere adoption and deployment of KMS do not warrant its effective use to facilitate knowledge-sharing efforts. OBJECTIVE: This study investigates the facilitative role of social capital in the use of KMS by considering three social capital dimensions –cognitive (i.e., shared norms), relational (i.e., trust), and structural (i.e., social connectedness). METHODS: A case study strategy was used for this study. A mixed approach of qualitative and quantitative techniques was used to obtain relevant data for analysis. Instruments used to collect the data were semi-structured interviews and questionnaires. Documents regarding social policy, shared values, and shared goals were also obtained for triangulation purposes. A total of 15 respondents were interviewed while 73 respondents participated in the survey. A simple random sampling technique was used to select the participants and the survey data were analyzed using Pearson’s correlation, factor analysis, and multiple regression analysis. RESULTS: The study found that each of the three dimensions of social capital has a positive and significant relationship with the use of KMS. Specifically, shared norms (i.e., cognitive social capital), trust (i.e., relational social capital), and strong connectedness (i.e., structural social capital) were good predictors of employees’ use of KMS while user attitude and perceived usefulness mediate social capital dimensions in terms of KMS usage for knowledge exchange or transfer in the organization. CONCLUSIONS: The application of social capital theory to KMS context should be a very important consideration by both researchers and practitioners due to the socio-technical nature of KMS and the need to recognize social capital as a mechanism for inducement and opportunity to promote KMS usage for successful knowledge sharing.

scholarly journals A STUDY OF KNOWLEDGE MANAGEMENT SYSTEM ACCEPTANCE IN HALO BCA

2018 ◽  
Vol 2 (1) ◽  
pp. 43-52
Author(s):  
Emanuel Anggit Kristian Nugroho ◽  
Jarot S. Suroso ◽  
Puja Hanifah
Keyword(s):  
Knowledge Management ◽  
Management System ◽  
Single Point ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Knowledge Management System ◽  
Customer Relationship ◽  
Perceived Ease Of Use ◽  
Contact Center ◽  
Phone Calls

Contact Center is a form of Customer Relationship Management, where customers can interact with a company through its single point of contact and serves mainly as a tool for the company to maintain its service to the customers. Contact center is generally operated by many Agents and can accepts thousands of phone calls every day, depending on the company’s scale and customer base. In order to correctly serve the customers, Agents need to understand many knowledge which the company has, and this is the main reason why Agents need to master the company’s Knowledge Management System (KMS). Inability of Agents to interact with the KMS will be a serious problem for the company. In this paper, we studied the acceptance of Halo Info, a form of KMS in one of the biggest banking contact center in Indonesia, called Halo BCA. We used modified TAM version 2, with a total of 11 variables, 31 indicators, and 12 hypotheses. The research instrument was a 31 items questionnaire. We gathered 283 respondent data, and analyzed it using PLS-SEM. The research findings are: Usage Behaviour (UB) is significantly affected by Intention to Use (IU); IU is proven to be greatly affected by Perceived Ease of Use (PEU), Perceived Usefulness (PU), and Subjective Norm (SN); PEU is significantly affected by System Self-Efficacy (SSE) and Interface Usability (IUSB); PU is significantly affected by Job Relevance (JR) and PEU, but is not significantly affected by Output Quality (OQ), Image (I), Result Demonstrability (RD), and SN. 

Wiki Technology and Emergency Response

2012 ◽  
pp. 50-70
Author(s):  
Murali Raman ◽  
Terry Ryan ◽  
Murray E. Jennex ◽  
Lorne Olfman
Keyword(s):  
Knowledge Management ◽  
Action Research ◽  
Knowledge Sharing ◽  
Research Methods ◽  
Emergency Response ◽  
Management System ◽  
Knowledge Management System ◽  
Design And Implementation ◽  
Wiki Technology ◽  
Effective Use

This paper is about the design and implementation of a wiki-based knowledge management system for improving emergency response. Most organizations face difficult challenges in managing knowledge for emergency response, but it is crucial for response effectiveness that such challenges be overcome. Organizational members must share the knowledge needed to plan for emergencies. They also must be able during an emergency to access relevant plans and communicate about their responses to it. This study, which employed action research methods, suggests that wiki technology can be used to manage knowledge for emergency response. It also suggests that effective use of a knowledge management system for emergency response requires thorough training, a knowledge-sharing culture, and a good fit between emergency-response tasks and system capabilities.

Modelling Knowledge Sharing Behavior With Behavioral Intention and Interpersonal Trust

2020 ◽  
pp. 148-170
Author(s):  
Toshali Dey ◽  
Susmita Mukhopadhyay
Keyword(s):  
Knowledge Management ◽  
Knowledge Sharing ◽  
Management System ◽  
Structural Equation ◽  
Affective Commitment ◽  
Interpersonal Trust ◽  
Knowledge Management System ◽  
Affective Trust ◽  
Knowledge Sharing Behavior ◽  
Sharing Behavior

With the growing determination to sustain in the competitive market, organizations are focusing more on developing their knowledge management system. The purpose of this study is to examine the effect of knowledge sharing intentions (KSI) and affective trust (AT) on knowledge sharing (KS) behavior of employees. Additionally, the mediating influence of affective commitment (AC) of the employees in this relationship is also studied. This study uses data from a sample of 246 managers in Indian private sector firms and employs a structural equation modelling approach to test the proposed hypotheses. The findings of this study show that contrary to the results of prior research, KSI does not affect KS behavior directly. Rather, it acts indirectly through AC, which is necessary for increasing employees' loyalty and willingness to share their knowledge. Moreover, the results indicated that AT has an indirect influence on employees' KS behavior via KSI. Implications and limitations and future scope of the study have also been discussed.

scholarly journals Maturity Level Knowledge Management System at Travelodge Batam Hotel using the Cobit 5 Framework

2020 ◽  
Vol 9 (4) ◽  
pp. 89-92
Keyword(s):  
Knowledge Management ◽  
Knowledge Sharing ◽  
Management System ◽  
Knowledge Management System ◽  
Knowledge Level ◽  
Maturity Level ◽  
Evaluation Activity ◽  
Knowledge Assets ◽  
Framework Model ◽  
A Company

Advances in technology and science are increasing as a new challenge for companies that must manage knowledge assets for encourage the creation of knowledge management. Knowledge Management System (KMS) that already exists at a company like Travelodge Hotel Batam can run effectively, it is necessary to conduct an evaluation activity by examining how the process of managing knowledge possessed by each individual can be transferred to other individuals through the process of knowledge sharing. The study aim analyzes to find out the extent of the processes of knowledge level management found in Traveldoge Hotel Batam at the maturity level of the KMS. The Cobit 5 Framework Model used to evaluation the KMS in this company. The results of the analysis are maturity analysis ((AP07, BAI4, DSS3, DSS6, and MA01) and recommendation than expected to be an evaluation material that will have an impact on the KMS of company later

scholarly journals Implementasi Knowledge Management System Pada Rumah Sakit Muhammadiyah Palembang Berbasis Web (Study Kasus: Unit Sumber Daya Manusia)

2020 ◽  
Vol 1 (3) ◽  
Author(s):  
Brilian Sidhatama ◽  
Fatmasari Fatmasari ◽  
Iman Solikin
Keyword(s):  
Knowledge Management ◽  
Knowledge Sharing ◽  
Tacit Knowledge ◽  
Management System ◽  
Explicit Knowledge ◽  
Knowledge Management System ◽  
Html 5

Knowledge pada era informasi ini sangat penting bagi perusahaan Pada Administrasi rumah sakit muhammadiyah Palembang ini memiliki asset pengetahuan yang penting yaitu tacit knowledge dan explicit knowledge. Namun  sayang, Knowledge Sharing yang ada di rumah sakit muhammadiyah Palembang ini belum berjalan dengan baik dimana tacit knowledge hanya dimiliki oleh karyawan tertentu, dan explicit knowledge seperti dokumen yang tersimpan di berbagai tempat penyimpanan. Solusi dari permasalahan tersebut yaitu membangun KMS bagian administrasi pelayanan di rumah sakit muhammadiyah Palembang. KMS pada bagian administrasi ini diperlukan untuk berbagi informasi dan sebagai referensi bagi para karyawan yang membutuhkan Aplikasi KMS yang dibangun menggunakan bahasa pemrograman HTML 5 dan basis data MySQL. Serta dengan menggunakan metode the 10-step knowledge management roadmap. Aplikasi KMS yang dibangun dapat membantu rumah sakit muhammadiyah dalam mengumpulkan pengetahuan tersebut kedalam suatu wadah, sehingga tidak akan kehilangan pengetahuan yang dimiliki karyawan dibagian administrasi.

A Communications Model for Knowledge Sharing

2007 ◽  
pp. 237-254
Author(s):  
Charles Beck
Keyword(s):  
Knowledge Management ◽  
Knowledge Sharing ◽  
Management System ◽  
Process Model ◽  
Model Building ◽  
Original Model ◽  
Knowledge System ◽  
Knowledge Management System ◽  
Human Cognition

An integrative, systems-based model of knowledge sharing can provide a way of visualizing the interrelated elements that comprise a knowledge management system. This original model, building on a rhetorical process model of communication, includes both the objective and subjective elements within the human cognition. In addition, it clarifies the purpose and method elements at the center for any effective knowledge system. The model centers on the purpose elements of intentions and audience, and the method elements of technical tools and human processes. The output of knowledge sharing includes objective products and subjective interpretations. Feedback verifies the timeliness and efficiency in the process of building both information and knowledge.

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