Knowledge Management Infrastructure Framework for Enhancing Knowledge-Intensive Business Processes

Itzhak Aviv,Meira Levy,Irit Hadar

doi:10.3390/su132011387

Abstract

In this age of digital transformation, knowledge-intensive organizations strive to improve business outcomes and sustainability by improving their knowledge-intensive business processes (KIBPs) to obtain a competitive advantage. Many researchers have claimed that KIBP enhancement is possible through knowledge management (KM) initiatives supported by an effective KM infrastructure. Current KM infrastructures deal with formal KM procedures, where knowledge is created, stored, assimilated, and disseminated. Such activities, however, are designed to be performed outside of the business process. KM infrastructures are expected to be more effective when they include specific real-time knowledge procedures integrated into the operational flow of KIBPs. This paper explores how modern KM infrastructures can support KIBPs, considering both formal and operational KM procedures. Our study’s essential contribution is the conceptual KM infrastructure framework (KMIF) developed based on grounded theory research. This infrastructure provides a systematic and robust approach, starting from the ground up, for structuring organizational knowledge assets across a range of KIBP environments. We define operational knowledge procedures directly involved in KIBPs, adding a layer to KM infrastructures beyond the formal knowledge procedures. A mixed-method case study was conducted to demonstrate and evaluate the proposed KMIF for enhancing business outcomes and sustainability of knowledge-intensive organizations.

Highlights

Companies are looking for innovative strategies to compete in an era of globalization, new technologies, and increased market openness to improve their business processes and achieve long-term, sustainable customer relationships
The research question explored in this study was: What is the role of knowledge management infrastructure in business organizations that are based on knowledge-intensive business processes (KIBPs)? Following it, we aimed to develop a comprehensive KM infrastructure framework (KMIF) that facilitates tacit knowledge capturing and manages actionable explicit knowledge in the context of KIBPs, aiming for the sustainable and operational enhancement of KIBP execution
To evaluate current knowledge duplication, we mapped all potential storage locations involved in the claim-resolution process and asked engineers to indicate which knowledge storage they use for claim resolution: Question: Where do you look for relevant information when you are resolving an issue? You may choose multiple cells for each item

Summary

Introduction

Companies are looking for innovative strategies to compete in an era of globalization, new technologies, and increased market openness to improve their business processes and achieve long-term, sustainable customer relationships. Over the last few years, the application of knowledge management (KM) in the context of sustainability has become increasingly essential. Despite its relevance, this topic is still under-explored, offering several research opportunities [1]. KM strategies, such as knowledge storage and usage [2], knowledge sharing [3], and KM initiatives [4], have a substantial positive impact on the long-term viability of businesses. Knowledge storage is significant for knowledge utilization and, as a result, for organizational sustainability [3]. KM provides a significant boost in the pursuit of more sustainable operations in businesses [4]

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