Knowledge process support: A business process study of a knowledge management system

Abstract

Although it seems intuitive that Knowledge Management Systems (KMS) should have a positive impact on the management of knowledge, research has not focused on establishing empirical evidence of this relationship and the subsequent theoretical implications. The management of knowledge encompasses multiple organizational entities and an established KMS must support the knowledge work for each entity. Knowledge processes (generation, codification, and transfer) are embedded in business processes. An application of KMS is needed in order to facilitate these knowledge processes, therefore supporting the business processes. We present evidence of the relationship between a KMS and Knowledge Processes by describing two organizational entities in terms of their different knowledge needs. We provide evidence of how the KMS is utilized by both entities. Survey data was collected from a large semiconductor manufacturer. Results indicate the KMS supports Knowledge Processes in different degrees according to each entity's knowledge needs. Despite this difference, the two entities have a positive perception of how the KMS impacts Knowledge Processes.