... in a medium‐sized European teleoperator company. The case study examines the measurement process for capturing the knowledge work productivity impacts produced by a new ICT service used by the company. Findings ICT can be used to eliminate non‐value‐adding tasks or to make them more efficient...

... metrics in the literature with the knowledge management process phases of creation, storage, dissemination, utilization, and measurement. © Emerald Group Publishing Limited 2010 A relation of process metrics identified in the literature for the evaluation of the KM process is presented...

...Rebecca Mitchell; Brendan Boyle Purpose This paper sets out to examine the operationalisation of knowledge creation. Given the importance of knowledge creation for national and corporate wealth, assessing its measurement is a valuable exercise; however, current research utilises a range...

..., customer relationship management, and strategic planning, i.e. strategic planning process, value formula, intellectual capital measure, different levels of CRM and their core competencies. Practical implications Although the strategic integration of knowledge management and customer...

...Francisco Javier Carrillo; Katia Passerini Purpose The purpose of this paper is to highlight that research on the measurement of key indicators that represent drivers of the knowledge economy still spans several different, although interrelated, directions. The results of this review call...

... effectively implement KM in their organisation by developing and deploying a KM index. © MCB UP Limited 2002 Information Management Strategy Measurement In the present turbulent and discontinuous economy, knowledge is increasingly becoming the greatest asset of organizations. The basis...

...Jinette de Gooijer Measuring the business benefits of knowledge management is difficult. Even more so for public sector agencies whose outcomes are social benefits, rather than simple profit. Describes an approach for measuring the performance of knowledge management strategies for a public sector...

... KM programme if familiar signposts were present, e.g. those found in British Aerospace PLC (1997). The following sections of this paper describe the key components of the KM pilot programme. © MCB UP Limited 2000 Knowledge management Implementation Engineering Measurement Motor...