Deploying the Measurement of Knowledge Management using the Balanced Scorecard

Abstract

Knowledge management is becoming increasingly imperative in today's business world. To gain sustainable competitive advantage, a firm's organizational knowledge base must be well protected, cultivated and shared among employees. A literature review on knowledge conversion was conducted to gain an understanding of how firms' knowledge management strategies can be assessed using the Balanced Scorecard. The results of the ensuing empirical survey show that customer relevance, internal capability and organizational learning have significant effects on the respondents' reported satisfaction with their knowledge management.