Enterprise systems, knowledge transfer and power users

摘要

To study knowledge transfer (KT) in the enterprise systems (ES) domain and extend the existing KT theory. A major problem in ES implementation is overcoming barriers to effective KT from the implementation team to users. There are few studies so far of KT between groups with dissimilar purposes and dissimilar practices. The ES team and user communities do not work together in general to develop the product. Traditional training, delivered by ES team members of consultants is only partly successful. For knowledge embedded in practice, practice-oriented KT mechanisms are important. Power users are chosen from user groups for their experience and knowledge of existing business processes and are temporarily assigned to the ES team. Based on what they learn from the ES team, they deliver training to other users. After implementation, the power users return to their departments as resident ES experts. This KT process still encounters barriers. The paper examines the KT process between the ES team and user communities during an ES implementation, and by focusing on the barriers encountered, the mechanisms to overcome the barriers are identified. A comparative study of four KT situations at two different companies is presented here and critical barriers are identified. The paper empirically uncovers two new KT mechanisms that are effective in addressing the KT barriers in the ES domain.