Knowledge Management Model for the Generation of Innovative Capacities in Organizations that Provide Services

Abstract

The research was oriented to the development of a knowledge management model for the generation of innovative capacities in the organizations that provide services. A systematic review of articles published in the Scopus, IEEE Explore and Google Scholar databases was carried out, where 67 articles and 24 models were selected, which were subsequently analyzed based on their theoretical foundation, strategies used for the generation and dissemination of knowledge, incorporation of the organizational culture and the use of Information and Communication Technology (ICT) in the generation and dissemination of knowledge. The proposed model, unlike the models evaluated, is oriented towards generating added value with a new strategic approach structured in the knowledge management and organizational memory macro-processes, which in turn are divided into 29 and 11 macro-activities respectively, which incorporate the organizational culture and allows guiding the organization to improve its functions through the incorporation of innovation and use of ICT in all processes of the organization and in each stage of the generation and management of knowledge; establishing the essential parameters for the generation of innovative capacities, generation of knowledge, intellectual capital and transfer of information to knowledge, which can be used within the organization. The proposed model, unlike the models evaluated, is aimed at directly strengthening interpersonal relationships between members of the organization and between them and their clients. In the same way, it incorporates a maturity model made up of five levels to measure the state in which the organization is in relation to knowledge management.