A Methodology and a Toolkit that Integrate
Technological, Organisational, and Human Factors to Design KM within
(Research Institute for Operations Management
Aachen University of Technology, Germany
(Institute of Industrial Engineering and Ergonomics
Aachen University of Technology, Germany
Abstract: A well-functioning Knowledge Management is a competitive
advantage for enterprises that act in co-operative and distributed networks
with knowledge intensive production processes. A Knowledge Management approach
that integrates both, hard factors (e.g., Information Technology) and soft
factors (e.g., cultural aspects) for distributed and dynamic entrepreneurial
(inter-organisational) networks is currently missing. This paper presents
research findings of a project that is developing a methodology as well
as an appropriate toolkit to support a service provider responsible for
the KM within distributed entrepreneurial networks. The project integrates
explicitly both new Information and Communication Technology driven organisational
concepts, human-oriented approaches and existing KM methodologies and instruments.
Keywords: Knowledge Management, Knowledge Networks, Inter-organizational
Networked Businesses, Collaborative Networks
Categories: C.2.1, C.2.3, C.2.4, I.2.4, I.2.6
In recent years two major trends could be observed in the sector of
manufacturing enterprises. On the one hand, the companies concentrate more
and more on their core competencies, while on the other hand knowledge
is increasingly recognized as a success factor in the tough competition
of the global market arena [Parolini, 2000] [Wirtz,
2000] [Eppler and Sukowski, 2001] [Engelbrecht,
2001] [Laing and Forzi, 2002] [Bleck
et al., 2003] [Forzi et al., 2004c].
As a result of the concentration on core competencies, peripheral functions
are abandoned and taken over by external partners [Hagel
and Singer, 1999] [Picot et al., 2001].
Moreover, larger business units are split into small, more flexible,
independent units [Picot et al., 2001] [Bleck
et al., 2003] [Forzi and Laing, 2003]. This
trend leads to a higher productivity and flexibility of the companies'
core businesses, but also increases the interaction between different business
units [Parolini, 2000] [Porter,
2001] [Killich and Luczak, 2003] [Forzi
et al., 2004c].
Complex business networks come into existence. While this gives much
more flexibility to the production process as a whole, it also bears the
challenge of handling these interactions efficiently [Hagel
and Singer, 1999] [Bleck et al., 2003]
[Luczak and Forzi, 2004].
Knowledge, on the other hand, has been accepted as a crucial factor
in business life [Senge, 1990] [Nonaka
and Takeuchi, 1995] [Davenport and Prusak, 1998]
[Eppler and Sukowski, 2001]. Many companies have therefore
implemented Knowledge Management (KM) solutions [Bach
et al., 1999] [Nonaka and Nishiguchi, 2001].
However, such implementations are focused mainly on internal and enterprise
specific applications and are mainly technology driven [Gebauer
and Buxmann, 1999] [Krcmar, 2000] [KPMG,
2001] [Klatt and Kopp, 2004]. They are therefore
suitable only to a very limited extent to support companies in order to
face the challenges of KM in distributed business networks.
Furthermore, a number of problems currently inhibit the exploitation
of the potentials of networked knowledge [Davenport and
Prusak, 1998] [Bach et al., 1999] [Roehl,
2000] [Wirtz, 2000] [Eppler and
Sukowski, 2001] [Klatt and Kopp, 2004]. As a
matter of fact, different goals and ethic values among the network partners
as well as dynamic changes of processes are very complex to handle [Killich
and Luczak, 2003]. The higher the flexibility of the network, the more
important the aspect of trust becomes, as it can no longer be built on
extensive experience with the partners. Yet another major challenge, is
the overcoming of cultural barriers [Eppler and Sukowski,
2001]. In addition, different goals, ethic values and cultures as well
as a lack of trust inhibit the exploitation of the potentials of networked
knowledge [Davenport and Prusak, 1998] [Grewe,
2000] [Eppler and Sukowski, 2001].
Appropriate models and methods and in particular a methodology for KM
in distributed and globally dispersed entrepreneurial networks are lacking
[Nonaka and Takeuchi, 1995] [Probst
et al., 1998] [Eppler and Sukowski, 2001]
[Forzi et al., 2003a]. In order to build
up and maintain co-operation and establish knowledge transfer in business
networks, the companies involved require external support. Enterprises
have to be taught how know-how transfer in a network can be accomplished.
In order to achieve this objective, applicable tools and critical success
factors for KM in networks have to be analysed, documented and disseminated.
Appropriate models and methods and in particular a methodology for KM in
distributed and globally dispersed entrepreneurial networks are lacking.
We think that these tasks can be fulfilled optimally by an external knowledge
manager who acts as an intermediary in the network and represents a neutral
trust centre for each of the involved companies.
Thus, the idea behind our research is that, in order to build up and
maintain co-operation and establish knowledge transfer in business networks,
the companies involved require external support. Networked enterprises
have to be taught how KM along complex and networked value chains can be
accomplished. An external knowledge manager who acts as an intermediary
in the network and represents a neutral trust centre can analyse applicable
tools and critical success factors for KM in networks. The presented research
project integrates both new Information and Communication Technology (ICT)
driven organisational concepts and human-oriented approaches with KM methodologies
and instruments, in order to implement an innovative KM Service Provider
for distributed networks.
2 Motivation of Research and Research Rationale
The exploitation of knowledge as a production factor has been subject
to research in a number of publications [Bullinger et
al., 1997] [Probst et al., 1998] [Antoni
and Sommerlatte, 1999] [Bach et al., 1999]
[Richter, 2000] [Roehl, 2000]
[Eppler and Sukowski, 2001] [Remus,
2002] [Romhardt, 2002]. In general, currently
available methods and applications for KM are mainly technology driven
[Gebauer and Buxmann, 1999] [Diemers,
2000]. Although the cultural aspect is often emphasized, soft factors
regarding human behaviour and organisational requirements are commonly
neglected. This is especially true in a co-operative environment among
companies with knowledge intensive production processes where knowledge
is a decisive competitive advantage [Picot et al.,
2001] [Forzi et al., 2003b].
Until recently, research paid only little attention to the aspect of
establishing knowledge transfer in business networks [Nonaka
and Takeuchi, 1995] [Davenport and Prusak, 1998]
[Probst et al., 1998] [Schöne
and Freitag, 2000]. Although different descriptions and procedures
regarding the introduction of single tools and methods for KM can be found
in the literature, a holistic approach is still missing. In particular,
a methodology for KM in distributed and globally dispersed entrepreneurial
networks is lacking. This is due to the fact that basic elements for research
were missing. Since preliminary results (especially experience reports
and descriptions of a number of enterprise specific KM methods) have become
available, the Research Institute for Operations Management (FIR) and the
Institute of Industrial Engineering and Ergonomics (IAW) at Aachen University
of Technology (RWTH Aachen) have initiated a research project1
to integrate new Information and Communication Technology (ICT) driven
organisational concepts with KM methodologies and instruments, in order
to eventually implement an innovative KM Service Provider for distributed
The research project consists of 6 main project modules, which are namely:
- Development of an appropriate knowledge model, in order to highlight
the relevant entities for a holistic KM in distributed manufacturing networks.
The basic elements and processes of distributed and fragmented knowledge,
as well as the objectives, types, flows of knowledge within networked organisations
represent a set of inputs for the development of a holistic knowledge model
for distributed manufacturing networks. Furthermore, in order to compare
and evaluate different KM measures within the identified framework, it
is important at this stage to identify a suitable catalogue of indicators
and performance figures.
- Analysis and classification of network typologies, in function of different
entrepreneurial archetypes as well as of the different phases within the
lifecycle of a network. As a matter of fact, e.g., inter-organisational
networks of independent SMEs and intra-organisational networks within a
large dispersed enterprise or a corporate group have different requirements
concerning both KM as well as the tasks of the knowledge broker.
Dienstleistungsmanager im Netzwerk der Zukunft" (Service Provider
for Knowledge Networks of the Future), funded by the German Federal
Ministry of Education and Research (grant number: 01HW0206), duration
October 2002 until September 2005. Partners: Bauer Maschinen GmbH, GPS
Schuh & Co. GmbH, VIA Consult GmbH, WET Automotive Systems
For the above-mentioned reason, the several distributed (inter and intra-organisational)
processes have to be modelled, the various information flows have to be
analysed and open issues related to the required or generated knowledge
have to be identified. The requirements concerning a distributed KM in
function of different network architectures can be hence defined.
- Development of a reference model for the deployment of the service
of the knowledge broker. On the one hand the reference model has to describe
and specify the relevant elements of KM within distributed networks (such
as KM-tasks, network characteristics or design elements of the considered
problem), while on the other hand it has to describe how the service has
to be implemented in the same network typology (procedure of the service
- Compilation of a roadmap of KM methods and instruments. Such a multi-dimensional
framework (to be implemented in a software tool) has to integrate the previously
identified dimensions of KM and network requirements with the existing
and planned KM methods and instruments. The main objective is to structure
a framework to support decision-makers in the selection process of an appropriate
portfolio of KM methods and instruments, given the constraints related
to the network and entrepreneurial requirements, the specific application
field and the considered phase of the network lifecycle. Because of the
dynamics in the field of KM, the resulting software tool has to be extendible,
in order to integrate new KM methods and instruments.
- Testing and evaluation. The toolkit for KM within distributed networks
has to be tested in practice and hence evaluated. To validate the concept,
four networks are involved as consortial partners in the project, covering
different branches, both intra-organisational and inter-organisational
structure, four different network typologies as well as three entrepreneurial
archetypes (Group, Medium Enterprise, SME): one corporate group with 10
globally distributed affiliated companies in the field of machinery industry;
one Medium Enterprise, supplier in the automotive industry, with 8 globally
distributed locations; one collaboration network of 17 independent SMEs
which are suppliers in the automotive industry; one Virtual Factory with
about 30 distributed SMEs.
- Development of a Service Provider for knowledge networks, i.e., an
external knowledge broker that, as KM Service Provider, will support the
distributed processes of the distributed networks. The prototypic development
of the knowledge broker will be initially only for one of the four collaboration
networks, namely the suppliers' network of independent SMEs in the automotive
3 A Description Model of KM within Distributed Networks
The first major result of the project is a model to describe KM within
distributed intra-organisational and inter-organisational networks. It
comprises all relevant entities for a holistic approach to KM in networks.
The four core elements of the knowledge model of organisational networks
are: Network knowledge, KM processes, KM resources and KM culture of the
network (see also Figure 1).
Starting point is the actual knowledge within the network: its
potential is the reason behind all KM activities. Network knowledge appears
in different types of knowledge with specific attributes, it can be retrieved
from different sources, and differs according to its accessibility [Schieferdecker,
2003] [Klatt and Kopp, 2004].
To realise the potential of network knowledge certain KM processes
are necessary [Schieferdecker, 2003] [Klatt
and Kopp, 2004]. They can be classified in different processes needed
to retrieve knowledge, to change knowledge and to pass on knowledge. Such
processes again rely on appropriate resources - both human and tangible.
For example, employees need certain competencies to be able to carry out
KM processes, but they also need the corresponding physical and IT infrastructure
to fulfil their tasks [Becker, 1990] [Grewe,
2000] [Döring-Katerkamp and Trojan, 2002].
These three areas are all influenced by a fourth one: the KM culture
of the network. Cultural aspects can enhance an open knowledge transfer
or inhibit a positive attitude towards sharing knowledge [Ashkanasy
et al., 2000]. Thus a detailed consideration of the management
style as well as the standards and values within the network is very important.
Different aspects have to be examined: communication, employee orientation,
decision decentralisation, importance of knowledge, trust and tolerance
etc. The following chapters discuss the structure and attributes of the
four areas of the knowledge model in detail.
Figure 1: Description model of KM in distributed networks
3.1 KM Resources
As anticipated while introducing the description model, a key role in
KM within distributed value-creating networks is played by the resources
that make the desired KM possible. Within this model, we distinguish between
tangible resources, namely physical resources as well as ICT infrastructure,
and human resources. It is widely accepted that while the tangible resources
and in particular the ICT infrastructure represent in many cases the precondition
for KM within globally distributed networks, the specific consideration
and integration of the personnel within the model (i.e. the actors that
bear, develop and exchange knowledge) is a critical success factor for
a functioning KM within the network.
3.1.1 Tangible KM Resources
According to our understanding, the tangible resources for the KM within
distributed networks are on the one hand the physical infrastructure for
KM that is available in the network and on the other hand the ICT infrastructure
used for KM.
The physical infrastructure can be used in the case of face-to-face
meetings of network partners and it can be available in different forms
(e.g., offices, meeting or conference rooms) at the different locations
of the network. Aspects that should be taken into consideration while analysing
the available physical infrastructure are e.g., access to the physical
infrastructure, the employee suggestion system related to the infrastructure
or further development of the physical infrastructure. As far as the ICT
infrastructure is concerned, there are two aspects that should be considered
within the analysis, i.e., both generic aspects of the whole ICT
infrastructure and more specific facets and related elements [Krcmar,
2000]. Examples for the former cluster of aspects to be considered
are access to the available ICT infrastructure, the employee suggestion
system related to the ICT infrastructure or the further development of
the ICT infrastructure. As far as the latter group is concerned, the more
specific aspects of the ICT infrastructure are manifold and relatively
complex; the most relevant are: (1) ICT resources for communication,
such as video conference system, email system or discussion forums. (2)
ICT resources for coordination. During the past years several ICT instruments
to support coordination were developed and offered on the market; they
offer a manifold support of coordination, such as: personal (shared) electronic
(group) calendar; shared system for resources management; electronic listing
and assignment of tasks; access to electronic project plans. (3) ICT
resources for information/ knowledge search and information/ knowledge
identification. Also in this case, there is a wide range of functionalities
that can be offered, such as: search for persons with specific skills (e.g.,
yellow pages); electronic support of a full-text or a keyword search; search
for appropriate information within a tree diagram (e.g., ordered directory
structure); search for documents which are not available electronically
(e.g., virtual libraries, literature databases). (4) ICT resources for
information administration/ management. Potential functionalities of
such ICT resources are: provision of specific documents to closed groups;
access to central structures for the assignment of attributes/ keywords
for documents as well as document attributes; document versioning; automatic
notification of modifications in specific documents or the saving of new
documents provided with attributes; discussion and/ or evaluation of the
3.1.2 Human KM Resources
With employees being the central source of knowledge in an organisation,
taking the human factor into special consideration when designing KM is
of great importance (see also Figure 2). Hence the
model of KM-Resources also takes into consideration the mobilization of
human resources for KM. This implies that employees are expected to act
in accordance with the KM goals to guarantee best performance.
In order to channel the employees´ behaviour in accordance with
KM goals three aspects are of importance [Killich and
Peters, 2003]: commitment ("Are employees willing to act in a
certain way?"), capability ("Are employees able to act in that
way?") and conditions ("Do organisational and cultural conditions
enable this kind of behaviour?") [Döring-Katerkamp
and Trojan, 2002].
Figure 2: Model of Human KM Resources
18.104.22.168 Commitment to Knowledge Management
The area of commitment deals with the term incentive scheme in a narrower
sense, meaning the deliberate use of incentives by management to influence
the behaviour of employees [Becker, 1990]. Incentive
schemes for encouraging the participation of employees in KM can be described
using a system consisting of four dimensions [Bleicher, 1989] [Grewe,
2000]. The instrumental dimension describes the content of incentives,
meaning the selection of tangible (salary, bonuses etc.) and intangible
incentives (promotion, work contents etc.), as well as the relation of
fixed to variable incentives. The subject dimension describes the basis
of assessment for variable incentives, thus defining reference points for
individual behaviour. The time dimension determines the assessment period,
the relation of short-term operational incentives and long-term strategic
incentives and the rhythm of distribution for incentives. Finally the object
dimension describes the organisational unit, whose performance is measured
for variable incentives (e.g. position, team, company).
Specific incentives for KM as described in scientific literature basically
cover all the categories of incentives [Mergel et
al., 2000] [Bullinger., 2001] [North,
- Financial incentives: Performance bonuses, integration of KM-goals
into daily work so that KM-activities are rewarded through the regular
- Social incentives: Social communication, acknowledgement of experts
or awards for the best knowledge worker.
- Organisational incentives: Career prospects through KM, professional
education or free time as rewards.
- Incentive effect of work itself: Interesting work content or positive
constructive feedback to support intrinsic motivation.
Returning to the instrumental dimension of incentive schemes, the question
of which incentives create the higher motivational effect arises; this
is a problem that is not limited to incentives for KM.
But in the end general statements concerning the attractiveness of tangible
or intangible incentives are difficult to make since numerous factors influence
the effect on the individual employee [Grewe, 2000].
An incentive scheme tailored to the needs of individual employees can only
be achieved through participation or rather by offering a variety of incentives
to choose from. This possibly explains why so many companies use monetary
incentives as their value is easier to estimate [Bullinger
et al., 2001].
Regarding the ratio of variable to fixed incentives, most of the incentives
for KM mentioned in literature are of variable character, being rewards
for participating in certain KM-activities. Some authors regard this as
an obstacle to KM becoming accepted as a normal element of daily work which
should be a central aim of every KM-initiative [Döring-Katerkamp
and Trojan, 2002]. This leads to the demand for integrating KM-activities
into the performance that must be achieved in order to receive the regular
Although a few KM specific aspects have been pointed out above, the
main problem is how to relate the incentives to Knowledge Management as
KM-activities cannot be easily quantified. It is, however, essential to
demonstrate a clear relationship between the incentive and the KM-activity
by choosing an appropriate basis for assessment of incentives for KM. A
possible basis of assessment are measures of the KM-processes (e.g. utilization
of KM-instruments), measures of business processes (e.g. time, costs, quality),
financial measures (e.g. cash flow, ROI) or strategic measures (e.g. market
shares, share of new products). For each area specific goals can be agreed
on, to determine the measures. Whereas measures of KM-processes are directly
connected to the KM-activities of employees, the correlation of the other
measures with KM is not as obvious and therefore their use in incentive
schemes is problematic.
As far as the time dimension of incentives for KM is concerned, basically
the same principles apply, as for any incentive scheme. Since this dimension
deals with the necessity of long-term strategic incentives it is mainly
relevant for incentive schemes at management level [Grewe,
Regarding the organisational levels of the basis of assessment (object
dimension), group incentives are often mentioned as a possible means of
supporting knowledge transfer within groups. For the implementation of
incentives for a network-wide Knowledge Management a network level could
22.214.171.124 Capability for Knowledge Management
While the area of commitment deals with the question whether employees
are willing to act in a certain way, the area of capability takes into
account whether employees have the skills to enable them to perform in
this way. Capability in this context does not mean the competencies necessary
to perform in everyday business processes, but the specific competencies
required for an efficient KM, although a clear distinction cannot always
Competency in general can be classified as follows:
- Professional competency, e.g. technical and economical knowledge, practical
- Methods competency, e.g. methods for structuring and presenting information,
methods for problem solving, management methods,
- Social competency, e.g. sense of responsibility, ability to cooperate
- Personal competency, e.g. self-confidence, critical introspection,
constructive handling of insecurity,
- Acting competency, the competency to purposefully utilize the skills
and abilities of the four categories mentioned above [Erpenbeck,
This categorisation covers the complete range of competency and thus
ensures a complete view of the problem. Which of the categories are relevant
may differ from case to case.
The competencies required for an efficient Knowledge Management as they
can be found in literature usually include media competency, the ability
to communicate, cooperate, to solve problems and to work in a team [Vorbeck
et al., 2001] [North, 2002].
For the analysis of KM in business networks we concentrated on the following
competencies for Knowledge Management (Figure 3):
Figure 3: Competencies for Knowledge Management
Which competencies are required in detail, however, depends on the particular
tasks and on the focus of the KM-project. The utilisation of a KM-database,
for example, calls for computer literacy whereas the transfer of knowledge
in knowledge meetings would be enhanced by appropriate social competency.
126.96.36.199 Conditions for Knowledge Management
With the third aspect of human resources the view is extended to the
surroundings of employees by including the influence of organisational
and cultural conditions on employee behaviour. In the model this aspect
is described as a component of its own and will be dealt with in chapter
3.2 KM Processes
For the analysis of KM-Processes several structures are provided by
KM literature. Probst et al. for example describe eight elements of KM
[Probst et al., 1998]. Mertens et al. again
integrate these into four processes of KM [Mertens et
al., 2001]. To keep the complexity manageable for an analysis of
KM within business networks the model described in this paper reduces the
number of KM processes to three:
- The identification of knowledge sources that are currently present
and used in the network,
- The adaptation of knowledge to specific contexts, describing
how knowledge is acquired and further developed within the considered network,
- The transfer of knowledge, describing the interaction of the
bearers of knowledge and the users of knowledge within the network.
To provide for the specific aspects of KM in business networks the KM
processes are arranged into a matrix that distinguishes between internal
and external knowledge as well as implicit and explicit knowledge [Gissler,
1999]). Within each quadrant, two questions are raised within the analysis:
"Who?", when referring to the sources of knowledge; "How?",
when referring to the acquisition of knowledge (see also Figure 4).
Figure 4: Identification and description of KM processes
As far as the usage of knowledge resources is concerned, in order
to identify knowledge it is necessary to know which knowledge sources are
used and where knowledge is stored. (1) Internal implicit knowledge
(1st quadrant): personal information sources, comprising roles
and responsibilities need to be identified. Also the experts within the
network need to be known with their special skills, competencies and experience
and have to be readily accessible. For the areas of technology and process
knowledge, it is important to know the developers of new technologies and
affiliated responsibilities. All these aspects depend on the organisational
design and layers of hierarchy within the network and its companies. (2)
External implicit knowledge (2nd quadrant): relations to
external bearers of knowledge are important. These can be business contacts
or relations to suppliers as well as contacts to universities or consultants.
(3) Internal explicit knowledge (3rd quadrant):
the focus lies on non-personal information sources like IT-systems, in-house
libraries and file systems. Organisation of workspace, documentation of
processes and information and communication culture influence the accessibility
of internal explicit knowledge sources. (4) External explicit knowledge
(4th quadrant): the usage of external information like libraries,
professional journals or the analysis of competitive products is considered.
The adaptation of knowledge is again structured along the four
quadrants of the KM-processes portfolio, this time with the focus on how
the knowledge is altered. (1) Internal implicit knowledge (1st
quadrant): in the area of development of mechanisms of knowledge transfer,
documentation of implicit contents and instruments to identify knowledge
are analysed. (2) External implicit knowledge (2nd quadrant):
similar tools are used but with an external focus. Another possibility
is the acquisition of knowledge by hiring personnel. (3) Internal explicit
knowledge (3rd quadrant): means of internal communication
and administration as well as access rights and possibilities and usage
of information systems are analysed. Another focus is the importance of
knowledge acquisition, the organisation of training and the retention of
the knowledge of retiring employees. (4) External explicit knowledge
(4th quadrant): the combination of existing knowledge, a systematic
approach to the development of knowledge and the completion of knowledge
are considered. In addition, media and channels as well as responsibilities
for the acquisition of knowledge play an important role.
The transfer of knowledge deals with the interaction of the bearers
of knowledge and the users of knowledge. Thus the relations between roles,
documents and other information objects are analysed. This information
is gathered using a matrix that reveals interrelations. To support an individual
analysis of different situations a computer based matrix tool is used.
3.3 Network Knowledge
The element "network knowledge" describes the knowledge which
exists within the network companies. An overview of the knowledge existing
within the network provides the basis for a detailed analysis of the KM-processes.
The focus lies on the knowledge relevant for the companies, i.e., knowledge
that is actually used in business processes.
The key characteristic of network knowledge is the knowledge object.
Knowledge objects can be separated into knowledge about products / services,
business processes, technologies, further resources, methods, partners
(customers, suppliers, cooperation...) and external factors (company surroundings).
Each knowledge object has several further characteristics which are summed
up in Figure 5.
The selection of business processes for the analysis of the network
knowledge depends on the basic goals of KM within the network: if the objective
is the support of existing inter-organisational processes of the network
companies, then only the cooperative processes involved will be taken into
consideration; if, on the other hand, the target is to detect basic potentials
for an exchange of knowledge within a cooperation in the network, then
further processes should be included in the analysis. In this case a different
approach for the analysis of knowledge should be used. This is described
in chapter 6.
Figure 5: Classification of knowledge in networks
3.4 KM Culture in the Network
Especially in distributed networks, the impact of organisational culture
on KM measures must be considered carefully. Thus, the model component
KM Culture describes the aspects of organisational culture relevant for
KM in distributed networks. In literature numerous measures for organisational
culture can be found [Ashkanasy et al., 2000].
A widespread instrument for measuring and analysing organisational culture
is the Organisational Culture Profile (OCP), which measures the expressions
of an organisational culture using seven dimensions and 54 items [Ashkanasy
et al., 2000]. This concept was used as a basis for developing
a model for KM culture in networks into which concepts of network culture
[Fraunhofer IML, 2002] and cultural success factors
from KM literature where integrated [Rosenstiel, 1999]
The resulting measures of culture relevant for KM in networks have been
divided into two categories: structures and norms on the one hand and values
on the other. Structures and Norms describe elements of KM culture
that can be specified by dealing with mistakes, structure/ organisation,
leadership, goals / plans and communication. Values embrace further
elements of the network culture, like employee orientation/ personnel development,
network orientation, knowledge orientation, open-mindedness/ innovation,
trust/ openness and team orientation. These elements of the corporate culture
and their impact on KM in networks will now be specified more closely.
A certain tolerance of mistakes supports learning processes initiated
by errors. Mistakes might be seen as a chance to learn for the future.
Structure/ Organisation takes into account the influence of organisational
structures, available resources, rules and behavioural norms on KM-activities
within the network. Leadership considers the role of leaders regarding
the support of cooperative activities, the network-wide exchange of knowledge
and their exemplary function. Goals/plans describes the existence
of generally known KM goals and the willingness to support these. Communication
obviously plays an important role in the creation and the transfer of knowledge.
Therefore this element of the model describes aspects like the formalisation
of communication channels, the support of informal communication and barriers
of communication. Employee orientation/personnel development describes
the extent to which the employee's interests beyond his functions within
the company are present. Increased efforts in personnel development and
consideration of employee's ideas and needs indicate the company's willingness
to invest in the employees as the central source of knowledge. Network
Orientation considers the extent to which organisational members accept
that certain tasks can only be solved together with network partners and
that cooperation leads to an advantage for all the companies involved.
Knowledge Orientation takes into account the extent to which the
targeted usage of knowledge is considered as a essential part of daily
work. Open-mindedness/ Innovation describes the extent to which
an organisation is prepared to take risks, to try out new methods and supports
creativity and innovation. Trust/Openness measures the willingness
to trust network partners concerning their professional competency and
the exploitation of informational advantages. Finally, team orientation
depends on the extent to which company members recognize that certain problems
can be solved more easily in a team.
We would like to emphasize that the dimensions of KM culture in networks
as described above are based on several different concepts presented in
literature. The topic of KM Culture as well as network culture have not
been examined in depth so that the dimensions as described above have no
As a rule, a KM-project will not go so far as changing the organisation
or even attempt implementing a new corporate culture. In the course of
designing or evaluating a KM system, however, the influence of the elements
mentioned above should at least be taken into consideration.
3.5 Framework for KM-Analysis
Based upon all the attributes and related set of possible specifications
for each of the four areas of the knowledge model, an appropriate standardized
framework for the analysis of the current KM within distributed Networks
has been developed. This analysis framework consists of questionnaires,
guidelines for interviews, screen-plays for workshops and tools for each
area of the knowledge model to help the knowledge manager during the analysis
of the existing KM in the network. The analysis framework was validated
in four networks of industrial partners within the consortium.
Figure 6: Measures of KM culture in networks
4 Map of KM Methods
A further major aim of the research project is the development of a
map of KM-methods for Knowledge Management in distributed business networks.
In order to develop this map, existing KM-methods were selected and arranged
into a database. The map was realized as a software tool that supports
the KM service provider with the selection of appropriate KM methods.
The development of the software tool was carried out in three steps:
- Development of a classification scheme for KM-methods: analysis of
requirements concerning content and functionalities for the KM method map
and development of an appropriate structure for the method database.
- Collection, evaluation and selection of KM-methods
- Development of a web-based software tool which enables a problem-oriented
selection of KM-tools
4.1 Classification Scheme for KM-Methods
To enable a structured search for KM-methods an appropriate classification
scheme for the content of the map must be found. In order to develop such
a classification scheme in a first step, an analysis of the requirements
for a method map was carried out. These requirements were divided into
general requirements concerning the purpose of the software tool and requirements
for the contents of the KM-Map i.e. the methods themselves.
General requirements which result from the purpose of the map can be
specified as follows: The main purpose of the Map of KM methods is to support
the KM service provider with the selection of KM methods in order to solve
certain problems within a network. To do so, the map must provide an appropriate
classification structure that allows for a problem-oriented navigation
among the available methods.
Within this navigation structure the map must provide access to the
different methods using filters and sortings. Furthermore the tool should
be expandable in the sense of providing the possibility to add new methods
and edit the documentation of existing methods.
In addition to these general requirements of a method map further requirements
for the methods integrated into the map can be named. Common requirements
for KM methods are:
- Little expenditure for implementation
- Little expenditure for usage
Since collections of KM methods as found in literature usually concentrate
on KM within single companies and rarely within networks, the possibility
of applying these methods in business networks must be assessed. Thus more
specific criteria for the assessment of the application of methods in business
- The applicability of the methods in a spatially distributed context
- The possibility of separating cost and benefit of the companies involved
- The requirement of special resources within the companies involved
(e.g. specially trained personnel)
- Consideration of critical information
Based on the requirements concerning the functionalities of the map
a classification scheme for KM methods in distributed networks consisting
of three dimensions was developed. The three dimensions of the classification
structure are the KM task, the type of knowledge and the type of the method.
The KM task describes the KM activities which are supposed to be supported
by a method. KM tasks are separated into direct and indirect KM tasks.
Direct KM tasks are those that directly influence the knowledge processes,
like creation, transfer and development of knowledge. Indirect KM tasks
have an indirect effect on these processes, e.g. by providing IT-infrastructure
or training employees.
The type of knowledge describes whether a selected method supports the
creation, development, transfer etc. of explicit knowledge or of implicit
knowledge. Apart from this, the type of knowledge differentiates between
internal knowledge, that is knowledge within a company, and external knowledge
- knowledge within the network.
The final dimension - the type of the method - specifies whether a KM
method is of technical, organisational or personal nature. Figure 7 shows
an overview of the complete classification scheme for KM methods for business
Figure 7: Classification Scheme for KM methods
4.2 Different Types of KM-Methods
In order to provide the content for the KM method map in a first step
KM methods were collected from existing lists of methods in literature
[Roehl, 2000] [Ilgen, 2001] [Eppler,
2002] [Hanel, 2002] [North,
2002] [Pawlowsky and Reinhard 2002]. The methods
found in literature mainly refer to KM within companies. Thus an assessment
of the methods using the criteria as listed above was carried out within
the project team. Those methods fulfilling the requirements made up the
preliminary list of methods for the KM-Map. This preliminary list of methods
was then completed according to the special requirements of the project
Examples for methods that can be found in the method map are:
- Organisational methods: knowledge fares, Communities of Practice, networks
for new employees, Best Practice Sharing
- Technical methods: yellow pages, project databases, network wide Frequently
- Personnel methods: Action Learning, Coaching/ Mentoring, incentive
systems for Knowledge Management
The methods selected for the map were described according to a unified
structure. This description consists of the goals of the method, abstract,
detailed description, process of implementation, requirements for application,
success factors/ barriers, comparable and supplementary methods.
A further important aspect is the evaluation of KM-Methods according
to the purpose they were implemented for. General instruments for evaluating
the benefit of KM methods are difficult to define, since they depend very
much on the method itself and the situation the method is applied in. Because
of this each method described in the method map is supplemented by case
studies which describe certain problems where the methods can be used and
give examples for the evaluation of the methods in these situations.
Finally the methods were structured according to the classification
scheme as described above.
Three aspects distinguish this collection of methods from existing method-databases
for KM: firstly the methods listed in the map are suited for application
in a network context. Secondly the map claims to offer more than the usual
theory-based descriptions of methods. In addition to the description of
the methods supplementary documents are provided, like checklists, guides,
case studies, lessons learned etc., which were generated in practical application
of the methods and aim at supporting an efficient implementation of the
methods. Finally the map is tailored to the needs of the knowledge service
provider and enables the service provider to select appropriate tools based
on the outcome of the prior network analysis.
4.3 Tool for Selection of KM-Methods
With the selection of KM-methods for networks and their structuring
within the classification scheme completed, the next step is the development
of the software tool. The requirements of the software tool itself can
be derived from the general requirements of the method map described in
To allow the application in distributed environments the tool should
be internet based. Since the tool should not only offer the possibility
to add new methods but also to revise the structure of the classification
scheme, e.g. in the case of new requirements or insights from application
and evaluation, the tool is based on a relational database model. Thus,
the classification scheme can be adjusted in an administrator area.
The tool allows navigation by the three dimensions - the KM-task, the
type of method and the knowledge type - and combinations of these through
different filters. In addition to this, the search for methods in an alphabetical
index and by keywords is possible.
With these functionalities the map of KM methods offers support for
the KM service provider during the phases of conceptual design, implementation
and operational management of the service (see chapter
5). Based on the results of the network analysis, which points out
certain problems of the existing KM in a network, the map tool allows for
a structured search for and selection of KM methods to tackle these problems.
For the implementation and operational management of the KM measures the
map offers guides, checklists as well as case studies for controlling the
The software tool was programmed as a prototype. Its application and
evaluation within the project - methods and functionalities - will be outlined
in chapter 6.3.
5 Methodology to Design KM within Inter-organizational Networks
A methodology to support the design of KM within inter-organisational
networks is supposed to fulfil two essential requirements. On the one side
it has to describe how KM in the considered network is structured and with
which instruments the handling of knowledge can be organised in the network.
On the other side, it has to describe how KM has to be implemented in the
network, i.e. the methodology has to support the KM-deployment along the
complete KM life cycle [Forzi et al., 2004b].
In analogy with the "Aachen PPS Model" [Luczak
and Eversheim, 1999], we structured the methodology into a description
and a procedure model. In the description model all relevant elements
to design and configure KM in business networks as well as their mutual
relationships are described. In the procedure model it is explained
how and in which phases KM can be implemented in the considered network.
Within the methodology, also the interrelations between the two models
have to be highlighted [Forzi et al., 2004b].
5.1 Description Model
The description model has four elements, which represent the relevant
views for the service provider within the design of KM, namely: KM-tasks,
Network, Design Areas, KM-Methods and Instruments. As shown in Figure 8,
the different views are strictly mutually interrelated.
Figure 8: The elements of the description model
The KM-tasks that have to be dealt with are of the most different kinds
[Nonaka and Takeuchi, 1995] [Davenport
and Prusak, 1998] [Krcmar, 2000] [Eppler
and Sukowski, 2001]. As already hinted in chapter
4.1, we distinguish between direct and indirect KM-tasks.
Direct KM-tasks involve directly the KM of the network; their
fulfilment is of great influence on the whole KM process. To the direct
KM-task group belong: a) definition of knowledge objectives, b) identification
of knowledge, c) acquisition of knowledge, d) development of knowledge,
e) distribution of knowledge, f) deployment of knowledge, and g) preservation
On the other hand, indirect KM-tasks involve functions that deal
indirectly with the KM of the network, but which are nonetheless of great
relevance within the conceptual design and implementation of KM within
Indirect KM-tasks are: a) KM-controlling, b) management of KM-infrastructure
(e.g. IT), c) personnel management, d) fostering / cultivation of knowledge
culture and KM-vision, and e) management of knowledge structure.
All such tasks have to be taken into consideration while analysing the
existing KM and especially in the following phase, in which the new KM-approaches
are modelled and appropriate instruments are selected.
Distributed entrepreneurial inter-organisational networks can be described
according to a variety of characteristics, which have an even wider range
of potential expressions [Gebauer and Buxmann, 1999]
[Parolini, 2000] [Picot et al.,
2001] [Klatt and Kopp, 2004].
In order to structure the field, a set of clusters of network characteristics
was identified: a) network size and demography (e.g. number of partners,
number of active partners, size of partner enterprises, number of active
individuals); b) legal, contractual and financial characteristics
(e.g. network borders, kind of commitment, funding); c) economic characteristics
(e.g. position within the value chain of the partners, competitive relations
among the partners, industrial sector, network reach); d) temporal characteristics
(e.g. development phase of the network, time frame of planned cooperation);
e) characteristics related to the network organisation (e.g. coordination,
organisational structure, organisational forms within the network); f)
characteristics related to the management of information and knowledge
within the network (e.g. type of information exchange, type of communication,
KM objectives, KM phase).
Clearly, the clusters are open and can be amended with new characteristics
and expressions. Based upon all the identified characteristics and related
sets of possible specifications a standardized framework for network analysis
has been developed.
5.1.3 Design Areas
The different design areas of KM within inter-organisational networks
are presented within the description model of KM within distributed intra-organisational
and inter-organisational networks [Forzi et al.,
2003a] [Forzi et al., 2004a]. The
four core elements of the Knowledge Management of organisational networks
are: Network knowledge, KM Processes, KM Resources and KM Culture of the
network. A more detailed description of the design areas was already done
in chapter 3.
5.1.4 KM-Methods and Instruments
The KM methods and Instruments are of the most different kinds [Davenport
and Prusak, 1998] [Probst et al., 1998]
[Bach et al., 1999] [Eppler
and Sukowski, 2001] [KPMG, 2001] [Forzi
et al., 2004a]. A vast number of KM-methods and instruments
was collected and hence classified according to a) related KM-Tasks,
b) KM-design area of action, c) related form of knowledge representation,
d) classification of method typology (technological, organisational,
personnel methods and instruments, see also Figure 9). Hence they have
been structured into a tool map, which was implemented into a software
tool, as described in chapter 4.3.
Figure 9: Classification of KM-Methods according to their
5.2 Procedure Model
The procedure model for the deployment of KM within entrepreneurial
networks has six phases, which are namely: Initialisation, Analysis, Conceptual
Design, Implementation, Operational Management, and Termination.
Figure 10 shows the rough structure of the procedure model for the service
deployment. Clearly, the task of the Service Provider for KM within a distributed
network accompanies the whole lifecycle of KM within the network.
Figure 10: Phases of the procedure model
In the first phase, the initialisation, the Service Provider has to
trigger the whole KM project within the involved inter-organisational network.
After the collection of expectations of the different stakeholders, a common
understanding of KM and KM-tasks within the considered network has to be
established. Hence, current problems, boundary conditions and previous
approaches of resolution of the KM issue in the considered network have
to be collected, in order to be able to define rough objectives for KM
in the network as well as the related evaluation criteria. Eventually,
all the collected data and information have to be analysed and structured
in order to prepare the following phase of analysis.
In this phase the relevant elements of KM in the network have to be
thoroughly analysed, in order to define a concrete basis for the conceptual
design of the striven KM approach. In particular, a detailed analysis both
of the Network and of the practiced KM in the Network (in particular with
the help of the views "Network", "Design Areas" and
"KM-Tasks") has to be conducted. Thus, within an analysis of
KM objectives of the network, a set of detailed qualitative and quantitative
objectives have to be defined in order to structure an objective system
for the KM of the network. Eventually, appropriate evaluation criteria
have to be defined.
5.2.3 Conceptual Design
Within this phase, the striven KM approach within the network has to
be designed conceptually. First of all, the target/ actual-state deviation
for the network as well as for the KM design areas has to be identified.
Hence, such deviations have to be compared and, if necessary, harmonized
in order to assure consistency between the network and the design areas.
Eventually, after a consolidation of target/ actual-state deviation for
network and design areas, a target state for the design areas can be derived.
Within the implementation phase, with the help of the appropriate KM
methods and instruments, the KM has to be implemented within the whole
network. After a matching of the target states of the design areas with
the related KM-Tasks, an initial rough selection of KM Methods and Instruments
with the help of the tool map will be undergone. Thus, from all the methods
and instruments potentially suitable for the considered network, a final,
more restricted tool set will be selected. With this information the KM
implementation will be hence planned and eventually realized.
5.2.5 Operational Management
The KM has to be then operationally deployed over the whole time the
considered network is active. This phase, the operational KM, is the most
time-consuming. On a regular basis, following steps have to be conducted
within a control loop: basis target/ actual state deviations have to be
analysed, potential measures, if needed, have to be consequently derived
and rated. Thus, appropriate measures have to be selected and realized.
The behaviour of the network has to be then observed over time, in order
to be able to eventually evaluate the implemented measures.
5.2.6 Termination (of Service)
When, for whatever reason, the network terminates to operate or the
network management decides not to make use of the offered services anymore,
the Service Provider will terminate the service. After the official termination
of the service, a series of debriefings with the involved key players will
be conducted; hence, the gained "lessons learned" will be evaluated.
If necessary, the methodology (description and procedure models) will be
updated, according to the gained inputs. The same applies to a possible
update of the methods map and of the KM toolbox. Eventually, a final documentation
will conclude the project.
5.3 Interrelation between Description and Procedure Model
In order to be able to make use of the methodology, the Service Provider
needs a further instrument, that shows which view of the description model
(KM-tasks, Network, Design Areas, KM-Methods and Instruments) as well other
potentially relevant views (e.g. Objective Model or Evaluation Model) has
to be used in a specific phase of the procedure model (Initialisation,
Analysis, Conceptual Design, Implementation, Operational Management, and
Figure 11 shows the basic idea of the interrelation
between the two models. Clearly, the extent of such an interrelation, here
merely sketched, was specified with the needed detail.
6 Case study
In the following chapter a case study of an inter-organisational network,
in which the presented methodology is currently being applied, will be
presented. The considered case involves the VIA-Network, a regional inter-organisational
network of 20 small and medium enterprises (SME) in the automotive industry
located in the German Federal State North Rhine-Westphalia (NRW). In this
case study, the role of the service provider is deployed by the VIA-Consult
GmbH, one of the network companies, that was founded by other network companies
as a consultancy firm for the network.
Figure 11: Interrelations between the models
6.1 Project Initialisation
During the initialisation phase, a series of workshops with five selected
companies2 of the VIA-network was conducted.
Within this phase, the different expectations of all stakeholders were
collected and a common understanding of KM was established. Since up till
then no Knowledge Management projects had been conducted, no specific problems
could be identified in the field.
Objectives of co-operation in the VIA-network are among others combined
sourcing, know-how-exchange in working groups, joint projects and joint
ventures. Since no specific area of cooperation or business processes could
be specified for a support by KM beforehand, the main goal of the analysis
of the network knowledge was the identification of potentials for knowledge
transfer. Furthermore, the collected data was to be used for the development
of a detailed map of the network knowledge in order to assist network partners
in finding sources of knowledge for specific topics within the network.
6.2 Analysis of the VIA Network
Since the target of the analysis was not the identification of knowledge
used in cooperative processes but the identification of basic potentials
for an exchange of knowledge, a wide range of business areas in the network
companies was included in the data collection. In order to collect the
required data, interviews were carried out in each department of the five
companies, which meant 8 to 20 interviews per company.
& Kaufmann GmbH & Co. KG, Kirchhoff Kutsch GmbH, Heinrichs GmbH
& Co. KG, Heinrich Huhn GmbH & Co. KG, Krah RWI GmbH. VIA Consult
GmbH & Co. KG acted as intermediary between the research institutes
and the network companies and carried out the data collection to a large
Interviewees were chosen at head of department level. Because the highly
detailed, business process-oriented approach was not necessary in this
case, the interviews were structured according to a work system approach
[Luczak, 1998], see also Figure 12.
Figure 12: Work system [Luczak, 1998]
Following this structure the interview consisted of questions about:
- The work tasks of every department including sub tasks
- The working objects used in each sub task
- The working equipment used in each sub task
- Key persons and persons to turn to for each sub task
- Environment: customers, suppliers, contacts etc.
Assuming that the existence of work system elements represents the knowledge
needed in order to perform in the work system, the work tasks, working
objects and working equipment stand for specialised knowledge and the work
system environment stands for knowledge about partners. Thus direct questions
concerning knowledge required for certain business processes or tasks,
which had proved misleading in former studies, could be avoided. Furthermore
the interviews could be carried out in a reasonably short time, while still
providing adequate detail. This was especially important for the data collection
in the productive areas, since absence time of the interviewees had to
be reduced to a minimum. The collected data was documented in tables for
a first analysis and then implemented in a database as basis for the knowledge
6.3 Conceptual Design
The overall goal of the following phase, the conceptual design,
was to select appropriate KM approaches for the support of inter-organisational
The identification of appropriate KM measures took place in three steps.
First a pre-selection of potential areas of knowledge exchange was carried
out. Second the identified areas were discussed with a group of key persons
from the network companies in order to select pilot areas for the establishment
of a structured knowledge exchange within the network. Third, appropriate
KM methods were chosen using the map of KM methods described in chapter
The pre-selection of potentials for knowledge exchange was based on
the comparison of the work system elements. A pre-condition for the transfer
of knowledge in a sense of best-practice-sharing is the existence of at
least partially similar work tasks. From a process point of view this implies
that companies have similar business processes and thus an exchange of
best-practice concerning these processes might prove profitable. During
the validation phase of the concept and model and because of the limited
number of network partners the work system comparison was carried out manually.
In further analyses a more automated procedure assisted by databases could
Since the pre-selection of potential areas for knowledge exchange is
based on a simple rule - the similarity of work tasks - and does not take
into account such factors as the actual necessity of knowledge exchange
in certain areas or the existence of critical knowledge that can not be
transferred, a further step is required. In this second step the pre-selected
areas for a potential knowledge exchange are presented to a group of key
figures from the network partners and pilot areas for knowledge exchange
Using this methodology, several potential areas for knowledge exchange
could be identified. Work tasks that appeared to be suitable for an exchange
of knowledge could be found mostly in non-productive areas. In the productive
areas, mainly organisational topics were identified. Examples for the identified
areas of potential knowledge sharing are: organisational concepts for the
flow of goods within the firm, organisational concepts for reducing interfaces
within job processing, analysis of customer satisfaction, and establishment
of performance figures. As far as work tasks in the productive areas are
concerned, the sharing of knowledge used in comparable technical processes
should offer advantages. In the study at hand, however, the network companies
involved appeared to focus on the potentials in non-productive and organisational
topics. Several possible explanations for this were identified: on the
one hand in spite of technical work tasks, which appear to be similar on
the level of abstraction analysed in the study, the companies manufacture
specific products, so that they are not directly comparable. On the other
hand, the companies' core competencies are concentrated in the productive
areas. This implies that the exchange of knowledge concerning these areas
is more likely to be regarded as critical. A further explanation lies within
the fact that the companies' core competencies are considered highly developed,
so that an exchange of knowledge and experience is sought in other areas.
Having identified the thematic areas for a KM support between the five
network companies, the final step of the conceptual design phase was the
selection of appropriate KM measures. For this task the method database
described in chapter 5 was used. The input information
for the selection of methods were the identified topics for KM support
as described above, the prevailing type of knowledge that is being considered,
the KM task that is to be supported (e.g. transfer of knowledge, development
of knowledge, identification of existing knowledge) and the general conditions
for implementation within the network companies, such as the number of
persons involved, IT-hardware and organisational structures. With this
input information several KM-methods from the method database were chosen
for implementation within the five network companies. The following KM-measures
were chosen: Communities of Practice, knowledge fares, networks for new
employees, best practice sharing, project reviews, case studies, frequently
asked questions as well as Yellow Pages and database-solutions.
During the next phase the selected KM measures were implemented in the
chosen pilot areas. The objective of such pilots was to initiate and support
the transfer of knowledge and to generate best practices for the whole
VIA-network. Thematic areas in which such measures are being implemented
are: remuneration, emergency planning, treatment of surface, performance
figures/ controlling, analysis of customer satisfaction, and total productivity
management. The procedures for the implementation of the methods is described
in the method database and complemented by supporting documents like templates,
checklists etc. As already described above, the method map also contains
suggestions for the evaluation of the applied KM methods, which have to
be adapted to the respective circumstances. Communities of Practice for
example can be evaluated using qualitative and quantitative measures. Examples
for quantitative measures are numbers of participants, number and frequency
of meetings. Possible qualitative measures are acceptance among participants,
quality of knowledge and information exchanged and generated in the communities,
general benefit and sustainability of the communities. These qualitative
measures can be assessed using questionnaires. The findings of the evaluation
of the methods will be used directly to improve and supplement the documentation
of the methods in the method database in order to reach a high level of
At the current stage, the thematic working groups and the Communities
of Practice are being initiated, while the technical solutions for the
Yellow Pages and the databases are being selected.
7 Conclusions and further Need for Action
The main achievements of the project presented in this paper are the
development of a description model of KM in business networks, a map of
KM methods for networks, the integration of these into a methodology for
designing KM within business networks and finally the application of the
methodology as presented in the case study. A further step that will be
carried out within the research project is the development of the service
"Knowledge Management for inter-organisational networks" and
the prototypic application within the VIA network.
The description model presented in this paper provides a framework for
a holistic analysis of KM in entrepreneurial networks by taking all the
relevant entities - network knowledge, KM Processes, KM Resources and KM
Culture - into consideration.
For each of the four areas of the knowledge model an appropriate standardized
framework for the analysis of the current KM within networks - consisting
of questionnaires, guidelines for interviews and screen-plays for workshops
- has been developed in order to support the KM service provider with the
As a further tool for the service provider a map of KM methods was developed
as a software tool which offers support for the selection, implementation,
operation and evaluation of KM methods based on the results of the network
The methodology for designing KM in business networks presented in this
paper provides a complete framework for the analysis, conceptual design,
implementation and operational management of KM within inter-organisational
networks. The methodology integrates the description model, in which all
the relevant elements (i.e. KM-Tasks, the network itself, KM Design Areas,
KM Methods and Instruments) of KM within networked organisations are included,
as well as a procedure model, in which the different phases of the KM life
cycle in the network are introduced.
The application of the methodology in the VIA-network was also presented;
in particular the phases of initialisation, analysis, conceptual design,
and implementation were discussed. The next step will be the operational
management while the selected KM measures are being applied. In a final
step the implemented KM-measures will be evaluated in the VIA-network and
hence extended to the other 15 enterprises of the network.
The remaining work package within the research project is the development
of the service "knowledge management for business networks".
According to the phases of Service Engineering [Luczak
et al., 2000] [Liestmann, 2001] - planning of
the service, conceptual design, realisation planning, pilot implementation
- a concept for the KM service provider is currently being worked on. The
concept will be applied and evaluated within the VIA network in 2005.
The Project "Der Dienstleistungsmanager im Netzwerk der Zukunft"
("Service Provider for knowledge networks") is funded by the
German Federal Ministry of Education and Research (grant number: 01HW0206).
The other partners are: Bauer Maschinen GmbH, the Chair of Product Development
at Munich University of Technology, GPS Schuh & Co. GmbH, VIA Consult
GmbH, WET Automotive Systems AG.
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