Abstract
Regarding mass investment, for capturing knowledge and improving intellectual capital, in knowledge management (KM) systems which are not necessarily effective, efficient, or creating value, knowledge management system (KMS) performance evaluation becomes an issue that needs to be explored. In fact, this paper seeks to answer the 'Productivity paradox' by evaluating KMS via introducing and validating a comprehensive framework. This paper tries to achieve three major aims. First, since KMSs cover all processes in KM, this paper intends to evaluate KM initiatives via proposing a framework for KMS evaluation by using BSC which is not used in this field yet. Second, to identify measures of each perspective through a well-known literature review. Third, to determine the most effective perspective in evaluation of KMS in KM experts' viewpoints. The proposed framework can act as a tool for recognising weak and strong aspects of KMS and assist managers to improve and make more effective these systems.
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