The implementation of knowledge management systems: An empirical study of critical success factors and a proposed model

Abstract

KM is the process of creating value from the intangible assets of an enterprise. It deals with how best to leverage knowledge internally in the enterprise (in its individual employees, and the knowledge that gets built into its structures and systems) and externally to the customers and stakeholders. As KM initiatives, projects and systems are just beginning to appear in organisations, there is little research and empirical field data to guide the successful development and implementation of such systems or to guide the expectations of the potential benefits of such systems. In addition, about 84 per cent of KM programmes failed or exerted no significant impact on the adopting organisations worldwide due to inability to consider many critical factors that contribute to the success of KM project implementation. Hence, this study is an exploratory investigation into the KM implementation based on an integrated approach. This includes: (1) a comprehensive review of the relevant literature; (2) a comprehensive analysis of secondary case studies of KM implementations in 90 organisations presented in the literature, in order to arrive at the most critical factors of KM implementation and their degree of criticality; (3) exploratory global survey of 92 organisations in 23 countries that have already implemented or are in the process of implementing KM; (4) in-depth case studies of four leading organisations to understand how KM implementation processes and the critical factors identified are being addressed. Based on the empirical findings of the study, 28 critical factors were identified that must be carefully considered in the KM implementation to achieve a successful project. Moreover, the study proposes an integrated model for effective KM implementation which contains essential elements that contribute to project success.