Managing change to enable the transfer and sharing of knowledge and best practices

Brink, Barend (2001-12)

Thesis (MBA)--Stellenbosch University, 2001.

Thesis

ENGLISH ABSTRACT: This study project investigates the implementation of a Management Information System (MIS) in Telkom S.A. Ltd. With any implementation process, the affected company and its employees go through a change process. This report discusses knowledge management theory and the transfer of best practices theory, and how the implementation of these principles can improve the acceptance and use of the new software system. Following is a description and explanation of the structure and content of the report. Chapter 1 defines the research problem in detail. It also defines and briefly discusses the terms Management Information System, knowledge management and change management. Chapter 2, the literature review, consists of five sections. The five sections discuss; knowledge management concepts, knowledge management models, the comparison between models, knowledge management technology and the implementation of knowledge management. Section one, knowledge management concepts, discusses the basic theory on knowledge and learning. It looks at the basic differences between Western and Eastern philosophy and theories about learning. Concepts such as tacit knowledge, explicit knowledge and intellectual capital are introduced. A brief explanation of the start of knowledge management is offered. The four models that are discussed in section two are; The Knowledge Spiral, Best Practices Transfer, The Four Elements of Knowledge Management and The Tactical and Strategic Activities in Knowledge Management. The models discuss methods of identifying and capturing knowledge, ways in which innovation takes place in an organisation as well as identifying where a company is heading and finding ways to invest in intellectual capital to prepare for the future needs of the company. Section three compares all of the models discussed in section two. A comparison is made between the different approaches and the main focus of each model is highlighted. Technology, information management and knowledge management cannot be separated. Section four discusses the importance of technology in knowledge management, the technology backbone and applications of knowledge management. The reality of the implementation of knowledge management is discussed in section 5. The effect of knowledge management on the organisation as a whole, change management and knowledge management enablers are the topics discussed. Chapter three discusses the implementation environment, that is the business units affected by the implementation. It also gives an explanation of the design and workings of the MIS that was implemented. It is possible to read the study without reading chapter three and without background on the implementation environment and the product. The implementation of the MIS was reviewed one month and again two months after implementation. Chapter four discusses the review procedure and the main findings of the reviews. Chapter five ends the report with an evaluation on the implementation of the MIS and knowledge management practices.

AFRIKAANSE OPSOMMING: Hierdie studieprojek ondersoek die implementering van 'n Bestuurs Informasiestelsel in Telkom S.A. Bpk. Gedurende die implementeringsproses van enige nuwe stelsel, gaan die personeel, asook die maatskappy deur 'n veranderingsproses. Hierdie verslag bespreek kennisbestuur teorie, oordrag van beste praktyke teorie, en hoe die implementering van hierdie beginsels , die aanvaarding en gebruik van die nuwe sagtewaresisteem kan bevorder. Vervolgens 'n beskrywing van die struktuur en die inhoud van die verslag. Hoofstuk 1 definieer die probleemstelling in meer besonderhede. Die terme, Bestuurs Informasiestelsel, kennisbestuur en die bestuur van verandering word gedefineer en kortiks bespreek. Hoofstuk 2 bevat die literatuurstudie en bestaan uit 5 seksies. Die 5 seksies bespreek; kennisbestuur konsepte, kennisbestuur modelle, 'n vergelyking tussend die modelle, kennisbestuur-tegnologie asook die implementering van kennisbestuur. Die eerste seksie wat handel oor kennisbestuur konsepte, bespreek die basies begrippe van kennis en die leerporses. Die seksie kyk onder andere na die verskillende sienswyses tussen die Westerse en Oosterse filisofie oor kennis en die leerproses. Die konsepte, interne/eie-kennis, ekplisiete/eksterne kennis en intellektuelekapitaal word bespreek. Die seksie eindig met 'n kort weergawe van die ontstaan van kennisbestuur. Die vier kennisbestuurmodelle wat in die tweede seksie bespreek word is; "The Knowledge Spiral", "Best Practices Transfer", "The Four Elements of Knowledge Management" en "The Tactical and Strategic Activities in Knowledge Management". Verskillende metodes hoe om kennis vas te vang, maniere hoe innovasie plaasvind in maatskappy verband, asook vroegtydige identifisering van die maatskappy se toekomstige intellektuelekapitaalbehoeftes word deur die verskillende modelle voorgestel. Die modelle wat in seksie twee bespreek is, word vergelyk in die derde seksie. Die modelle word bespreek op grond van die verskille tussen die modelle, asook die hooffokus van elke model. Informasiebestuur, kennisbestuur en tegnologie kan nie van mekaar geskei word nie. Die vierde seksie bespreek die belangrikheid van tegnolgie in kennisbestuur, asook die toepassings as boublokke op die tegnologiebasis in kennisbestuur. Die realiteit wanneer kennisbestuur geimplementeer word, word bespreek in seksie 5. Daar word gekyk na die effek wat die implementering van kennisbestuur op die organisasie het. Faktore wat die implementering van kennisbestuur en verandering vergemaklik, word bespreek. Hoofstuk 3 verskaf inliging oor die omgewing waar die sagteware geimplementeer is. Agtergrond word verskaf oor die besigheidseenheid, asook die verskillende Iynseksies. Die Bestuursinligtingsprogram wat geimplementeer is, word in meer detail bespreek. Dit is moontlik om die studieprojek te lees sonder die agtergrond wat in hoofstuk 3 bespreek word. 'n Evaluasie is gehou 1 maand en weer 2 maande na die implementering van die sagteware. Die evalusieprosedure, asook die belangrikste gevolgtrekkings word bespreek in hoofstuk 4. Die verslag einding met 'n bespreking van die implementering van die sagteware asook kennisbestuur praktyke in hoofstuk 5.

Please refer to this item in SUNScholar by using the following persistent URL: http://hdl.handle.net/10019.1/52331
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