Success Factors for Effective Use of KM Systems in SMEs

Abstract

Knowledge Management (KM) is the process of creating, sharing, using and managing organizational knowledge and information (Girard et al. 2015). Some Small and Medium-sized Enterprises (hereafter SMEs) may set up wikis or other knowledge management systems (hereafter KMS) as it is free of charge and easy to do. However, many did not take full advantage of KM as they have tight resource constraints and do not have a formal system implementation process in place. Furthermore, they overlook the importance of organisational culture and treat it as a software installation, leading to KMS implementation failure. Here we explore topics related to KM and KMS in SME settings. We discuss the characteristics of SMEs, exploring resource and staffing challenges faced. The concept of tacit and explicit knowledge how country (Japan and US) preferences is noted. We explain different frameworks in KM, including the SECI model for the conversion between tacit and explicit knowledge, and a result driven model aligning business needs with knowledge creation. We show organisational culture plays a crucial role with KM based on a culture of sharing knowledge and information. Trust is required, as people will not share knowledge if there is a threat of losing influence. Technology can make KM more efficient; however it should not be the centre of KM. Furthermore, the hiring process should to support KM by identifying and hiring a knowledge creator.