The Use of Knowledge Management Systems to Support Knowledge Creation and Sharing Activities among Employees -- A Survey Based Study of IT Shared Services Company

Abstract

The use of knowledge management systems to support knowledge creation and sharing activities has become the priority of organizations to stay competitive in the global market. This is a case study that focuses on how IT Shared Services Company adopted knowledge management system as an automated IT tool and there action of the employees with respect to the organization when the system is implemented using few strategies to cultivate knowledge creation and sharing environment and culture in the organization. Due to many unknown variables and factors, the research undertaken and presented in this paper is an exploratory study with objectives to analyse and investigate the outcomes from the implementation of knowledge management system in the organization. The results revealed that the use of knowledge management system in the organization depends on the employees "taskgroup" classifications which had been categorized based on their daily job activities, whereas for the types of incentives [6, 8] provided to the employees as a motivating factor to employees varies among staff who have served the organization for a number of years. The findings of this study is able to help both practitioners and researcher to build a fundamental understanding of how knowledge management system is being used by employees from different types of job category who are more likely to use knowledge management system in an IT Shared Services company.