An exploratory study on the use of knowledge management system and the employees' perception on organizational knowledge sharing and reuse

摘要

Being competitive in a greater global market eco-system requires the support of knowledge. Hence, the importance to support knowledge sharing and reuse as a part of the services provided by knowledge management system is important for organizations. This research is an exploratory study and analysis on Knowledge Management System (KMS) in a shared services company. This study focused on how an IT shared services company adopts a knowledge management system by identifying the problem of KMS implementation, employees' perception towards KMS and potential improvements in order to achieve the objectives of the company and to stay competitive through knowledge sharing and reuse. Due to many unknown factors, the research undertaken and presented in this paper conduct analysis on the outcomes of the investigation. The study focuses on the knowledge management system implemented in the research subject using case study approach. Questionnaire survey was used as the data acquisition instrument to solicit employees' feedback on different aspects of the system, organization motivational and the standard operation procedures in the company. Base on their daily activities, employees' jobs were grouped into different "task group". Results have shown that KMS and its use depend on the defined "task group". Based on the the analysis of the data compiled, visual presentations were generated and a number of problems and usage patterns were identified which led to a better understanding of the usage of KMS. The findings of the research are helpful to practitioners and researchers. The use of KMS by employees based on job categories in the IT Shared Services company can be used fundamental understanding for future project.