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The challenge of knowledge management systems: Analyzing the dynamic processes underlying performance improvement initiatives

Michael J. Gallivan (Georgia State University, Atlanta, Georgia, USA)
Jim Eynon (Northern Illinois University, DeKalb, Illinois, USA)
Arun Rai (Georgia State University, Atlanta, Georgia, USA)

Information Technology & People

ISSN: 0959-3845

Article publication date: 1 September 2003

3357

Abstract

Knowledge management systems and related initiatives have become a popular focus in many firms, yet many knowledge management systems initiatives fail to achieve their goals. Focuses on systems that are implemented to achieve deliberate performance improvement objectives in organizations, rather than to support discretionary communication. Employs constructs from system dynamics – a discipline that recognizes that the relationships between complex organizing technologies and human behavior are dynamic, evolving, and interconnected. Drawing from recent studies employing system dynamics, proposes a framework to analyze the implementation challenges posed by knowledge management systems adopted as part of a deliberate performance improvement program. Illustrates the framework with a case study of an initiative within a university “help desk” department where conflicting incentives hindered employees’ efforts to leverage the systems. The framework underscores the complex and interdependent effects triggered by managers’ actions and cognitions, in conjunction with users’ actions and cognitions. Offers insights for practitioners and researchers to recognize the downward spiral that can occur when conflicting incentives thwart the behavioral changes required for performance improvement initiatives to succeed.

Keywords

Citation

Gallivan, M.J., Eynon, J. and Rai, A. (2003), "The challenge of knowledge management systems: Analyzing the dynamic processes underlying performance improvement initiatives", Information Technology & People, Vol. 16 No. 3, pp. 326-352. https://doi.org/10.1108/09593840310489412

Publisher

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MCB UP Ltd

Copyright © 2003, MCB UP Limited

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