Chapter 4: Multi-case Study of Knowledge Management at UNAM. Responses Under COVID-19^*

Universities play a key role in the production and transfer of knowledge. The purpose of this research is to describe practices of knowledge management at UNAM in response to COVID-19. A qualitative methodology is used. Through documentary research, information was collected to present four descriptive case studies to identify elements that characterise a knowledge-intensive organisation through the value chain model. This chapter begins with a review of the literature on the creation and transfer of knowledge from universities to society in the context of COVID-19. The knowledge value chain concept is integrated in order to model elements related to both infrastructure and processes that have allowed for continuity in the development of knowledge production and transfer activities. These results contribute to the modelling of management practices to create value in organisations.