Identifying and tracking how knowledge management (KM) impacts on organizational performance represents a gap in the research. Therefore, the purpose of this paper is to analyze the applicability of adopting a benefits management (BM) approach in order to identify KM benefits and elicit their contribution to the achievement of business objectives.
A case study was carried out in a systems and information technology firm in Portugal. The data were collected using interviews and documental analysis. The data were subjected to content analysis.
BM can strengthen KM, not only by identifying the benefits, but also by aiding the process of organizational change required to achieve those benefits, considering the investment objectives, the necessary transformations and the allocation of responsibilities, among other aspects.
This research was based on a single case study. The findings cannot be generalized.
Because it can be used to identify the role of KM in the achievement of the business objectives, the BM approach may be of use to managers who need to identify and explain the benefits of KM.
The originality of this research is that it uses the benefits management approach to link knowledge management to business objectives.
