Title: Designing an evaluation framework for knowledge management systems by using balanced scorecard

Authors: Mona Jamporazmey; Mohsen Mehrafrouz

Addresses: Faculty of Management, University of Tehran, No. 12, alley. 20, Amin Boulevard, Qom, Iran. ' Azad University of Naraq, No. 12, alley. 20, Amin Boulevard, Qom, Iran

Abstract: Regarding mass investment, for capturing knowledge and improving intellectual capital, in knowledge management (KM) systems which are not necessarily effective, efficient, or creating value, knowledge management system (KMS) performance evaluation becomes an issue that needs to be explored. In fact, this paper seeks to answer the 'Productivity paradox' by evaluating KMS via introducing and validating a comprehensive framework. This paper tries to achieve three major aims. First, since KMSs cover all processes in KM, this paper intends to evaluate KM initiatives via proposing a framework for KMS evaluation by using BSC which is not used in this field yet. Second, to identify measures of each perspective through a well-known literature review. Third, to determine the most effective perspective in evaluation of KMS in KM experts' viewpoints. The proposed framework can act as a tool for recognising weak and strong aspects of KMS and assist managers to improve and make more effective these systems.

Keywords: knowledge management; KM; information system evaluation; balanced scorecards; evaluation frameworks; framework design; mass investment; knowledge capture; intellectual capital; value creation; productivity paradoxes; business information systems.

DOI: 10.1504/IJBIS.2012.048344

International Journal of Business Information Systems, 2012 Vol.11 No.1, pp.110 - 125

Available online: 30 Jul 2012 *

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