Improving knowledge codification: a case study of a knowledge management initiative at an Australian insurance company

[摘要] ENGLISH SUMMARY : The thesis presents a case-study of a knowledge management project undertaken in a large Australian insurance company. The project aimed to determine the existing gaps in the organisation's knowledge codification process. The thesis seeks to evaluate the approach adopted by the knowledge management initiative team and to review whether the target audience in the organisation embraced the initiative's vision and project outcome.This is done by describing the requirements elicitation process, the progression of the project and its working methods, and the participants' and the targeted beneficiaries' perceptions of the initiative's outcome. The primary data were collected through participant observation during team meetings and face-to-face interviews with both participants and beneficiaries.The data from the case study is then interpreted against the background of theoretical literature on knowledge codification. The findings attribute the codification gaps to organisational culture, a focus on project delivery over knowledge codification, and the complex relationship between the technology division and the business units it is supposed to serve. In addition the codification gaps are exacerbated by the large number of tools used, the focus on tools rather than processes, knowledge leakage, a lack of accountability and ownership leading to mistrust of the codified knowledge, and lack of metrics for knowledge use. Problems such as duplication, the use of numerous KM tools, the lack of standardisation, and challenges in searching for content were evident.The thesis makes suggestions for improving the codification process by proposing a model for knowledge management projects of this nature that involves creating interest, gap analysis, idea generation, experimentation, implementation, responsibilities, ownership, and review.

[发布机构] Stellenbosch University