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Maximizing the Efficiency of KnowledgeManagement Systems

Abstract—The objective of this study was to propose strategies to improve the efficiency of Knowledge Management Systems (KMS). This study highlights best practices from various industries to create an overall summary of Knowledge Management (KM) and efficiency in organizational performance. Results indicated 11 best practices for maximizing the efficiency of organizational KMS that can be divided into four categories: Designing the KMS, identifying case studies, implementing the KMS, and promoting adoption and usage. Our findings can be used as a foundation for scholars to conduct further research on KMS efficiency. Keywords—#Artificialintelligence, #knowledgemanagement #efficiency, #knowledgemanagement systems, #organizationalperformance.



I. INTRODUCTION


BASED on KM principles of sharing, transmitting, distributing, collecting, and documenting knowledge, KMS are platforms that house data, business processes, and visualizations [1]. Although the efficient use of KM practices can increase an organization’s performance [12], many organizations use KM and respective systems without guidance or foundation [16]. In addition, only 43% of companies budget for KM practices [12]. Despite literature showing the benefits of implementing KM in organizational programs, further research on KM, specifically regarding best practices, is necessary as technology, culture, and organizations evolve. Although academia has used and benefited from KM over the past two decades, there has been resistance in commercial sectors, indicating the need for clarity on properly using KMS [12]. More research is necessary to clarify the role of KMS and its proper use. A gap in the reviewed literature indicates the need for an overview of KM best practices as a foundational tool for their proper use in KMS. Without clear KMS best practices, organizations might not receive optimal benefits, which could adversely impact organizational performance. Therefore, we believe this research is necessary and will help fill the void of KMS best practices. Although 57% of companies still need to provide a budget for KM activities, companies that do budget for KMS are currently not maximizing the value of their investment [12]. Reference [15] noted that more than 70% of companies will increase productivity by at least 20% when using KM. Research has shown the significance of KM in companies, including the effective use of KMS in customer support organizations, yet there is a gap in identifying best practices [19]. Reference [17] recommended future research to identify the differences between a KMS strategy with and without AI. This paper will answer the following questions:  High-level question: What are the best practices for maximizing KMS?  Q1: How can organizations maximize KMS efficiency using AI?  Q2: How can organizations integrate AI into a standing KMS?  Q3: What are the future expectations for AI regarding KM?


II.LITERATURE REVIEW


A.The Lack of Understanding or Awareness of the Benefits of KM Some employees might need help understanding how a KMS can help them or the organization, leading to low adoption and usage. Resistance could be due to lacking KMS understanding or inconvenience [8]. Reference [11] found a link between ignorance and critical failure factors that impact knowledge sharing. Minimal evidence showing the relationship between KM and business performance could cause hesitation and suspicion, leading to KMS under usage [12].


B.Complex or Difficult-to-Use Technology Information technology is fundamental to and assists with all aspects of KM [1]. Employees might be less likely to use a KMS that is difficult to navigate or use. With the growth of the internet, the proliferation of network-capable computing devices, and the vast quantity of data being stored in digital formats, the need for professionals capable of securing communication channels and information storage become a critical task for government entities, businesses, and individuals [6].


C.Limited Incentives for Participation Employees must have proper incentives to see the value in contributing to the KMS. Individuals could resist knowledge sharing or reporting due to their lack of KMS understanding, the inconvenience and time it takes, or a lack of desire to use it [8]. Companies face different challenges, and several factors could be at play. A comprehensive analysis of a company’s specific context is necessary to understand why it is not maximizing its KMS use. In Table I, we discuss the general best practices of KMS, grouped by category.


D.Maximizing the Efficiency of KMS A well-designed and implemented KMS can benefit an organization significantly, such as improved efficiency, increased innovation, and enhanced decision-making. However, many companies need help to realize their KMS’s potential fully. This section presents guidance on how companies can maximize the efficiency of their KMS. One of the most significant elements in implementing a KM process is the organizational structure, which includes roles, responsibilities, policies, and procedures [1]. Leaders and knowledge managers must understand the organizational context in which a KMS will be implemented, including the hierarchy of positions and offices, goals and objectives, and current processes and systems. Knowledge managers could identify specific areas where a KMS would provide the most value, such as areas of high employee turnover and where there is a lack of expertise or inefficiencies in the organization’s culture. The organizational culture comprises the behaviors, assumptions, and beliefs that shape its members’ behavior [26].


E. Designing the KMS KMS can be designed and customized to fit any organization. Generally, a KMS comprises four systems: knowledge application, capture, sharing, and knowledge [20]. In a literature review, [1] examined how the KM infrastructure provides a long-term foundation to support a KMS. Designing a KMS is a process to determine what types of knowledge the organization will capture and manage and how it will share that knowledge. Some companies might use a centralized database to store and share knowledge, whereas others could use a more decentralized approach, such as communities of practice or peer-to-peer networks. A critical aspect of designing the KMS is ensuring it is easy to use and navigate. The system should be intuitive and user-friendly, with a clear interface that makes the content searchable. Additionally, the system should be flexible, adaptable, and easily updated and expanded as the organization’s needs change. Recommended steps for designing a KMS include: • Provide a weekly or monthly KM forum series for your organization to better educate everyone in KM and create further awareness. • Select a targeted business area and conduct a knowledge audit to see the types of knowledge needed for that area, the available and missing knowledge, who has the knowledge, and how that knowledge is being used. • Attend KM seminars or conferences, many of which are industry-focused. • Bring in - KM “advisors” who could help shape a KM strategy for the organization. • “Start developing some best practices/lessons learned/ yellow pages of expertise for your organization” [14].


F.Promoting Adoption and Usage Promoting the adoption and use of the KMS is crucial for success. Organizations should encourage employees to share their knowledge and expertise and provide incentives for using...


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