Evaluating knowledge management failure factors using intuitionistic fuzzy FMEA approach

Abstract

The twenty-first century organizations are characterized by an emphasis on knowledge and information. Today’s organizations also require the acquisition, management, and exploitation of knowledge and information in order to improve their own performance. In the current economy, the foundations of organizational competitiveness have turned former tangible and intangible resources into knowledge and the focus of information systems has also changed from information management to knowledge management. Besides, the most important step in the implementation of knowledge management is to examine the significant factors in this regard and to identify the causes of failure. Therefore, the present study evaluated knowledge management failure factors in an intuitionistic fuzzy environment as a case study in Khuzestan Oil and Gas Company. For this purpose, a series of failure factors affecting knowledge management in organizations were identified based on a review of the related literature and similar studies. Then, 16 failure factors in the implementation of knowledge management in the given organization were determined on the basis of interviews with company experts. According to the specified factors as well as the integration of multiple criteria decision-making techniques in an intuitionistic fuzzy environment, knowledge management failure factors in Khuzestan Oil and Gas Company were investigated. The results indicated that lack of management commitment and leadership was the most important factor affecting the failure of knowledge management in the given company.