Title: Evaluating knowledge management maturity: a case study of a service operations company

Authors: Eliel O. Dos Santos; Guilherme F. Frederico

Addresses: Federal University of Paraná - UFPR, Business Administration Department, Av. Lothario Meissner, 632, 2nd floor, Jd. Botânico, CEP:80210-170, Curitiba - PR, Brazil ' Federal University of Paraná - UFPR, Business Administration Department, Av. Lothario Meissner, 632, 2nd floor, Jd. Botânico, CEP:80210-170, Curitiba - PR, Brazil

Abstract: Knowledge management (KM) has become an important focus for organisations in the current context. This is more relevant for companies specialised in BPO - business processes outsourcing. The correct understanding of KM practices development stage is essential for practitioners who aim to establish improvement plans in order to achieve higher levels of performance based on KM issues. Maturity evaluation can provide real scenario in terms of development level of KM practices. Taking this into consideration, this study will bring the findings from a case study method applied on a BPO company in Brazil. An improvement plan will be proposed as solution for KM issues identified at the company. Besides providing a guide for practitioners in terms of maturity evaluation, this study also brings an important contribution for KM theory and in specific maturity management.

Keywords: knowledge management; maturity; business process; service operations; case study.

DOI: 10.1504/IJBEX.2018.094568

International Journal of Business Excellence, 2018 Vol.16 No.1, pp.1 - 18

Received: 27 Mar 2017
Accepted: 11 Jun 2017
Published online: 07 Sep 2018 *

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