Title: A framework for evaluating Knowledge Management Systems based on Balanced Scorecard

Authors: Su-Yeon Kim, Hyun-Seok Hwang

Addresses: School of Computer and Information Technology, Daegu University, Gyeongsan, Gyeongbuk 712–714, South Korea. ' Department of Business Administration, Hallym University, Chuncheon, Gangwon, 200-702, South Korea

Abstract: A company regards corporate knowledge shared within an organisation as intellectual capital. Most companies have adopted a new business paradigm, Knowledge Management (KM), and its realisation using computer technologies, Knowledge Management System (KMS). Since KMS has created new business value and requires an organisational culture, it has many different characteristics in contrast to conventional information system. Little research, however, has been conducted to evaluate KMS. In this paper, we suggest a framework for evaluating KMS. Several assessment perspectives and metrics are discussed for more unbiased KMS evaluation using the concept of Balanced Scorecard. Analytic Hierarchy Process is used to consolidate the assessment perspectives and metrics. We anticipate that the proposed framework will be useful in assessing the effectiveness of KMS.

Keywords: AHP; analytical hierarchy process; BSC; balanced scorecard; KMS evaluation; knowledge management systems; intellectual capital; knowledge sharing; organisational culture.

DOI: 10.1504/IJISTA.2009.022694

International Journal of Intelligent Systems Technologies and Applications, 2009 Vol.6 No.1/2, pp.157 - 165

Published online: 25 Jan 2009 *

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