A Maturity Model for Quality Improvement in Knowledge Management

Abstract

Due to the growing importance of knowledge management (KM) for business success, it is increasingly employed to enable organisations to achieve sustainable competitive advantages. However, no approach has been developed yet which allows organisations to determine their current state of KM on a process level and to derive the necessary steps for further development. To fill this gap, a new model called Knowledge Process Quality Model (KPQM) is proposed. This model is based on the ideas of quality management and process engineering. It helps organisations to assess and improve their KM structures to control knowledge processes. Thereby it also supports systematic knowledge management learning.