Identifying and ranking CSFs for KM implementation in urban water and sewage companies using ISM-DEMATEL technique

This paper aims to study the critical success factors (CSF) of knowledge management (KM) in Iranian urban water and sewage companies (IUWSC) using interpretive structural modeling (ISM)-decision-making trial and evaluation laboratory (DEMATEL) method.

Through the literature review among many key factors of KM success, nine factors were selected as the main factors. After confirming the related indices by industry experts, a questionnaire was distributed among them for determining the relationship between the relevant components. Using ISM-DEMATEL approach, a structural model was formed and then the causal relationship among factors was visualized through a cause-effect relationship diagram.

The analysis of the results showed that among the studied factors, strategies and goals would have the greatest impact on success of KM implementation and senior management support, and teamwork and organizational culture are other CSFs of KM in IUWSC. In the end, the author’s proposed model for implementation of KM was presented based on the results for the status quo of the studied community.

The set of CSFs can act as a guideline for organizations to ensure that basic factors and issues are covered during implementation KM. Moreover, it provides a clue for effective development of KM in a stepwise approach.

This survey is probably the first to provide an integrated view of CSFs for implementation KM in IUWSC. It is hoped to give valuable information to help this business sector to accomplish KM effectively.