Purpose – The main goal of this research is to analyze knowledge management (KM) evaluation metrics in software development companies in Brazil through the perception of managers and users. Design/methodology/approach – The method applied was a multiple case study in two information technology companies in Brazil. Findings – According to the KM objectives and motivations, each company selects an implementation approach that results in specific challenges. The results show that the differences in Company A and Company B can be related to the KM process adopted. Based on the perception of the interviewees, it is possible to affirm that the relevance of a metric depends on the organization's context and the existence of a structured KM process. Research limitations/implications – The conclusions are based on two case studies of Brazilian IT companies. There could be industry‐specific issues as well as national cultural and behavioral values that might affect the findings and conclusions. Practical implications – According to the interviewees, the set of process metrics can be linked to the KM process phases and the organizations should contemplate both quantitative and qualitative metrics. The entire set of metrics and its observations in this work can be used as a starting‐point for the selection of the most adequate metrics for each organization. Originality/value – The research associated the identified metrics in the literature with the knowledge management process phases of creation, storage, dissemination, utilization, and measurement.
Journal of Knowledge Management – Emerald Publishing
Published: Apr 6, 2010
Keywords: Knowledge management; Measurement; Computer software; Information industry; Brazil
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