An Investigation of Knowledge Management Implementation: Multiple Case Study in Mobile Telecommunication Industry

Abstract

This research aims to explore and investigate significant issues in knowledge management implementation in mobile telecommunication industry. Literature review was conducted to find interesting issues for identifying interview questions. The qualitative research was used with multiple case study approach and in-depth interview in order to gain empirical knowledge by the holistic manner of real-life events. Four main mobile telecommunication operators were selected to collect cases. Interviewing was taken place to directors, senior managers, practitioners, specialists who plan, supervise, lead, or participate for the knowledge management project. Internal documents of these organizations were collected to use additionally for analysis. Cases were analyzed by cross-case analysis. The study found many significant issues that can be classified into the following themes: executive support, information technology, continuous activities, implementer’s attitude, incentive, budget and branding approach in an explanatory manner. The result allows practitioners, planners to plan and be an intensive guideline on conducting a knowledge management project, especially in mobile telecommunication industry or large enterprises. This will increase knowledge management implementation effectiveness. Additionally, it is a ground work for further research in knowledge management implementation. 