A Framework for Assessing the Effectiveness of Knowledge Management Systems using Unified Quality Model

Abstract

Knowledge Management Systems (KMS) is a collective process for organizational newlineknowledge from capturing to dissemination. KMS becomes inexorable to achieve competitive newlineadvantages in this present information and communication technology epoch. newlineHowever, KMS is not without complexities as it is a multidisciplinary field such as Organization newlineScience, human resource management (HRM), strategic management, pedagogy, newlinepsychology, sociology, artificial intelligence, computer science, and management newlineinformation systems (MIS). The reasons for the development of such a complex system newlinein an organization are different. In general, the purpose of KMS is to add values to the newlineorganization s people, product and process. Apart from those factors, there are other newlinefactors which are influences KMS in organizations such as gaining competitive advantages, newlineimprove customer retention/satisfactions, retain key talent/expertise, develop newlinenew services, improved image, avoid loss of key personnel. At the same time, improper newlinemanagement of organizational knowledge can lead to serious losses. The identification newlineof Key Quality Dimensions (KQDs) helps to determine the quality of KMS since the newlinequality of KMS is an integration of the acquired quality of significant dimensions. The newlinefirst part of research work includes investigation of significant KQDs and its quality newlinevariables so called Key Quality Identifier (KQI) in technical, functional, organizational newlineimage and people aspects are proposed as Unified Quality Model (UQM). Secondly, an newlineeffectiveness framework for KMS based on UQM also proposed. The evaluation of the newlineproposed effective model is done through derived hypotheses using Partial Least Square newline(PLS) and data are collected from knowledge workers in various sectors such as Nuclear newlinepower production, software development, services, manufacturing, healthcare, and educational newlinesectors. This effectiveness framework helps knowledge workers, knowledge newlineusers, and management to consider significant-quality dimensions in the appropriate newlinephase of the life c