Skip to main content
SpringerLink
Log in

Measuring KM Success and KM Service Quality with KnowMetrix – First Experiences from a Case Study in a Software Company

  • Conference paper
Knowledge Science, Engineering and Management (KSEM 2009)

Part of the book series: Lecture Notes in Computer Science ((LNAI,volume 5914))

Abstract

It is commonly accepted that knowledge management (KM) and knowledge transfer are critical success factors for competing enterprises. What is not yet known sufficiently is how to measure the status of KM in order to develop concrete and effective actions to improve KM and knowledge transfer. What is lacking is a methodological base to support the development of such diagnostic tools. This paper sets out to fill this gap. Firstly, an overview of the approaches applied so far is provided. From this, a concrete instrument was developed for the use of success factor analysis in a stepwise, methodical manner. The results from a first case study showed that the transfer of the general success factor analysis technique to the specific context of KM is possible. The method is called KnowMetrix and is presented together with first experiences of its application in a software company.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 39.99
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 54.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. Bodrow, W., Bergmann, P.: Wissensbewertung in Unternehmen. Berlin (2003)

    Google Scholar 

  2. Brandner, A., et al.: Assess – Wissensbilanz A2006 – Leitfaden für Klein- und Mittelbetriebe (2006), http://assess.daa.at/download.asp?id=156

  3. Davenport, T.H., Prusak, L.: Working Knowledge. In: How Organizations Manage What They Know. Harvard Business School Press, Boston (1998)

    Google Scholar 

  4. DeGooijer, J.: Designing a knowledge management performance framework. Journal of Knowledge Management 4(4), 303–310 (2000)

    Article  Google Scholar 

  5. DeLone, W.H., McLean, E.R.: Information Systems Success: The Quest for the Depend Variable. Information Research 3(1), 259–274 (1992)

    Google Scholar 

  6. Ehms, K., Langen, M.: Ganzheitliche Entwicklung von Wissensmanagement mit KMMM (2000), www.wissensmanagement.net/online/archiv/2000/08_0900/Wissensmanagement.shtml

  7. Helm, R., et al.: Systematisierung der Erfolgsfaktoren von Wissensmanagement auf Basis der bisherigen empirischen Forschung. ZfB 77(2), 211–241 (2007)

    Google Scholar 

  8. Jordan, J., Jones, P.: Assessing your Company’s Knowledge Management Style. Long range planning 30(3), 392–398 (1997)

    Article  Google Scholar 

  9. Kaps, G.: Erfolgsmessung im Wissensmanagement unter Anwendung von Balanced Scorecards. In: Nohr, H. (ed.) Arbeitspap. Wissensmanagement, Stuttgart, vol. 2 (2001)

    Google Scholar 

  10. Lehner, F.: Wissensmanagement. Grundlagen, Methoden und technische Unterstützung, 3rd edn., Hanser, München (2009)

    Google Scholar 

  11. Lehner, F.: Success Factor Analysis as an Instrument for Information Management. Journal of Computer Information Systems 33(3), 58–66 (1993)

    Google Scholar 

  12. Lehner, F., et al.: Erfolgsbeurteilung des Wissensmanagements. In: Diagnose und Bewertung der Wissensmanagementaktivitäten auf der Grundlage der Erfolgsfaktorenanalyse, Research Report, 2nd edn., No. W-24-07, University of Passau (2008)

    Google Scholar 

  13. Maier, R., Hädrich, T.: Modell für die Erfolgsmessung von Wissensmanagementsystemen. Wirtschaftsinformatik 43/5, 497–509 (2001)

    Google Scholar 

  14. North, K.: Wissensorientierte Unternehmensführung. Wertschöpfung durch Wissen, 3rd edn. Gabler, Wiesbaden (2002)

    Google Scholar 

  15. Nonaka, I., Takeuchi, H.: The Knowledge-Creating Company. In: How Japanese Companies Create the Dynamics of Innovation, New York (1995)

    Google Scholar 

  16. Paulzen, O., Perc, P.: A Maturity Model for Quality Improvement in Knowledge Management. In: Wenn, A., et al. (eds.) Proceedings of the 13th Australasian Conference on Information Systems (ACIS 2002), pp. 243–253 (2002)

    Google Scholar 

  17. Wu, A.: The integration between Balanced Scorecard and intellectual capital. Journal of Intellectual Capital 6(2), 267–284 (2005)

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. University of Passau, Innstrasse 43, D-94032, Passau, Germany

    Franz Lehner

Authors
  1. Franz Lehner
    View author publications

    You can also search for this author in PubMed Google Scholar

Editor information

Editors and Affiliations

  1. Faculty of Computer Science, Institute for Knowledge and Business Engineering, University of Vienna, Brünner Straße 72, 1210, Vienna, Austria

    Dimitris Karagiannis

  2. School of Electronic Engineering and Computer Science, Peking University, No. 5 Yiheyuan Road, 100871, Beijing, China

    Zhi Jin

Rights and permissions

Reprints and permissions

Copyright information

© 2009 Springer-Verlag Berlin Heidelberg

About this paper

Cite this paper

Lehner, F. (2009). Measuring KM Success and KM Service Quality with KnowMetrix – First Experiences from a Case Study in a Software Company. In: Karagiannis, D., Jin, Z. (eds) Knowledge Science, Engineering and Management. KSEM 2009. Lecture Notes in Computer Science(), vol 5914. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-10488-6_33

Download citation

  • DOI: https://doi.org/10.1007/978-3-642-10488-6_33

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-10487-9

  • Online ISBN: 978-3-642-10488-6

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation