The operationalisation of a knowledge assessment framework adopting a case based approach

The primary aim of this dissertation is to operationalise a Knowledge Assessment Framework (KAF) using two exploratory case studies. The development of a KAF is important for organisations for three reasons. Firstly, the use of knowledge assessment allows firms to pinpoint knowledge gaps. Secondly, it allows firms to manage knowledge more effectively. Thirdly, it gives organisations a diagnostic tool with which to gauge their knowledge base. The effective management of knowledge can be considered a competency that enables a greater level of service to be extracted from other resources within the organisation. The literature in this dissertation highlights the shortcomings of the Organisation for Economic Co-operation and Development (OECD) in dealing with knowledge assessment at firm level. In addition to this, a combination of Knowledge Management and Endogenous Growth Theory are used to build a KAF for use within the case studies. The thesis itself uses an interpretivist theoretical perspective in dealing with the research question. Employing a research strategy that uses two in-depth cases, this dissertation builds a working KAF. Through methods of observation, interview and document analysis this is achieved. The results of this study highlight several points for organisations interested in understanding their knowledge base. The analysis moves beyond simply looking at the framework itself and offers some interesting insights. Within the organisations it was observed that across groups, cross-functional sharing is siloed, which leads to a lack of knowledge sharing. Some of the reasons for this, as highlighted by the framework, are that several instances of knowledge hoarding were observed. Furthermore, the knowledge networks in both organisations are informal in nature. As a result of this, coupled with the complexity of navigating the knowledge network, and instances of knowledge hoarding, employees new to the organisation find it difficult to locate knowledge. The external knowledge network is also shown to be secondary to the internal knowledge network. The results also show that the implementation of several KM initiatives is hindered because the staff do not have sufficient time. Employees regularly spend their day navigating their informal network only to complete their “actual” work at home. Furthermore, lessons learned and knowledge re-use is not given attention when project targets have to be met. Training at both organisations is very formal in nature. Due to time issues and informal network dependence, there is a lack of formal systems use, however; a problematic learning cycle is being fostered because of a reliance on formal systems training. In many instances formal training is not entirely sufficient for complex knowledge work. This thesis makes important contributions by addressing the need for an assessment framework that deals specifically with knowledge at the organisational level. Knowledge indicators in the past have proven too broad on scope and methods have proven unsuccessful in trying to understand the complex activities that make up an organisations knowledge base. This study attempts to understand these indicators in a more in-depth way. Furthermore, it is imperative that firms in the high-technology sector encourage knowledge assessment because it is an important part of understanding the fabric of the organisation. To achieve this, however, a better understanding of the indicators of knowledge is needed. This is an area for further research.