Investigating the relationship between KM implementation capability and TQM: a Greek public sector case study

AbstractThis study aims to create a conceptual model of Knowledge Management Implementation Capability (KMIC) (including KM-tools at each K-process) and TQM in the Greek public sector and investigate the relationship between them. The case study methodology is used by employing mixed research methods. Specifically, the conceptual model was constructed by using 15 public sector employees semi-structured interviews. Moreover, based on 420 responses of an online structured questionnaire the model’s validity and reliability are assessed by using exploratory and confirmatory factor analysis, and hypotheses testing through the PLS structural equation model (SEM). From the data analysis, we found that the construct KMIC includes technological and non-technological KM tools at the ‘K-creation’, and the ‘K-dissemination and application’ process, and TQM principles include ‘citizen satisfaction and strategic planning’, and ‘HR focus and leadership commitment’. In addition, there is a positive interaction between KMIC and TQM. In summary, it is the first time that KM tools are being studied in KMIC, as well as the relationship between KMIC and TQM in the public sector.Keywords: knowledge management implementation capability (KMIC)total quality management (TQM)public sectorcase studymixed methods Disclosure statementNo potential conflict of interest was reported by the author(s).Additional informationFundingThis research is co-financed by Greece and the European Union (European Social Fund – ESF) through the Operational Programme ‘Human Resources Development, Education and Lifelong Learning’ in the context of the project ‘Strengthening Human Resources Research Potential via Doctorate Research’ (MIS-5000432), implemented by the State Scholarships Foundation (ΙΚΥ).