Assessing Organisational KM Performance Based on the Criteria of Total Quality Management

Kit Fai Pun and Man Yin Rebecca Yiu
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Kit Fai Pun: University of the West Indies, St. Augustine, Trinidad and Tobago
Man Yin Rebecca Yiu: University of the West Indies, St. Augustine, Trinidad and Tobago

International Journal of Knowledge and Systems Science (IJKSS), 2015, vol. 6, issue 1, 1-20

Abstract: Recent literature gives much prominence to emerging performance measurement (PM) systems for assessing performance in organisations. A major question for management is how well these systems support the core business functions and operations of organisations on one hand. Knowledge management (KM) has been gaining momentum as the means toward organisational survival and growth on the other hand. Measures of KM performance are thus to validate the effectiveness of KM/PM practices. This paper comprehends the concepts of integrating KM with PM, and in short, KM performance measures in organisations. It reviews the issues that surround KM/PM initiatives and discusses the assessment criteria that integrate the philosophy and the principles of total quality management (TQM) with KM performance measures. It then identifies five areas of KM/PM enablers and/or attributes, namely 1) Senior management leadership, 2) Management by processes, 3) People development, 4) Continuous improvement, and 5) Results orientation. The concepts and substances reviewed are important to measure organisational KM performance. They are used as key inputs to the development of a proposed model for integrating KM and PM efforts in organisations so as to attain performance improvement. It is anticipated that future research could evaluate the efficacy of the IKM model, validate the key KM/PM criteria, and develop an implementation framework to foster the KM/PM efforts in organisations in different sectors.

Date: 2015
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