Knowledge Management Infrastructure Framework for Enhancing Knowledge-Intensive Business Processes

Itzhak Aviv, Irit Hadar and Meira Levy
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Itzhak Aviv: School of Information Systems, The Academic College of Tel Aviv-Yaffo, Tel-Aviv 6676151, Israel
Irit Hadar: Department of Information Systems, University of Haifa, Haifa 3498838, Israel
Meira Levy: Department of Information Systems, University of Haifa, Haifa 3498838, Israel

Sustainability, 2021, vol. 13, issue 20, 1-32

Abstract: In this age of digital transformation, knowledge-intensive organizations strive to improve business outcomes and sustainability by improving their knowledge-intensive business processes (KIBPs) to obtain a competitive advantage. Many researchers have claimed that KIBP enhancement is possible through knowledge management (KM) initiatives supported by an effective KM infrastructure. Current KM infrastructures deal with formal KM procedures, where knowledge is created, stored, assimilated, and disseminated. Such activities, however, are designed to be performed outside of the business process. KM infrastructures are expected to be more effective when they include specific real-time knowledge procedures integrated into the operational flow of KIBPs. This paper explores how modern KM infrastructures can support KIBPs, considering both formal and operational KM procedures. Our study’s essential contribution is the conceptual KM infrastructure framework (KMIF) developed based on grounded theory research. This infrastructure provides a systematic and robust approach, starting from the ground up, for structuring organizational knowledge assets across a range of KIBP environments. We define operational knowledge procedures directly involved in KIBPs, adding a layer to KM infrastructures beyond the formal knowledge procedures. A mixed-method case study was conducted to demonstrate and evaluate the proposed KMIF for enhancing business outcomes and sustainability of knowledge-intensive organizations.

Keywords: knowledge management infrastructure; knowledge processes; knowledge-intensive business processes (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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