A study of the impact of knowledge management on utility organizations

Pao Yue-kong Library Electronic Theses Database

A study of the impact of knowledge management on utility organizations

 

Author: Fok, Wing-kee Paul
Title: A study of the impact of knowledge management on utility organizations
Degree: M.Sc.
Year: 2003
Subject: Hong Kong Polytechnic University -- Dissertations
Knowledge management
Public utilities -- Management
Department: Multi-disciplinary Studies
Dept. of Computing
Pages: xii, 136 p. : col. ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1714694
URI: http://theses.lib.polyu.edu.hk/handle/200/1501
Abstract: Knowledge Management (KM) initiatives are expanding across all types of organizations large and small. However, recent global analyses of such initiatives highlight the fact that there are cases of successes as well as failures. Today, more than ever, business is a key shaper of the emerging global society. The relevance of knowledge and the need for approaches to manage it became apparent first and foremost in the business world. Knowledge Management has thus far been addressed at either a philosophical or a technological level, with little pragmatic discussion on how knowledge can be managed and used more effectively on a daily basis. Knowledge Management is a difficult, time-consuming and expensive undertaking even under the best of circumstances. But while it is expensive, the obvious retort is that not managing knowledge is even more so. In this research, we want to study if the adoption of Knowledge Management initiatives on an enterprise scale would have an impact on the efficiency and effectiveness of utility organizations (mainly water, electricity and gas). Efficiency and effectiveness here can be expressed in terms of the return-on-investment (ROI), cost savings, competitiveness, business performance, job satisfaction, customer satisfaction, quality of service, operational workflow, innovation and timely management decision. To achieve the purpose of this research, a survey to 130 utility organizations worldwide was conducted. The survey was a 3-page questionnaire based on a proposed KM Initiatives Adoption Model using the Balanced Scorecard (BSC) approach. Analysis was then performed on 3 categories namely for, (1) all-utility organizations, (2) electricity only organizations and (3) utility organizations in USA and Europe. Based on the results of the research, it was found that the KM implementation approach by the utility organizations in USA and Europe achieved a better result in improving an organization's operational efficiency and effectiveness. A refined model which makes reference to such an approach was finally proposed.

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