الملخص الإنجليزي
Knowledge management (KM) is the process of capturing and utilizing knowledge in an
organization to achieve the best performance for the organization. It is a continuous
collaborative process to reach organizational objectives. KM can empower innovation and
increase creativity in an organization if applied effectively. KM is utilized heavily in the
private sector with significant success. The need to enhance service quality level and the
emergence of the Information, Communication, and Technology (ICT) sector and
globalization have forced the public sector, as well, to practice KM to cope with the
competitive challenges. However, there are still gaps and challengesin implementing KM
in the public and government sectors. Assessing the feasibility and effectiveness of the
KM Infrastructure (KMI) elements can improve the success of an organization before
implementing it. KMI is the foundation for capturing, sharing, and acquiring knowledge.
The major elements of KMI include culture, structure, and technology.
Thus, this study aims to assess the effectiveness and feasibility of cultural, structural,
technological and infrastructure dimensions that enable KM in government organizations.
The study also emphasizes knowledge capture as it is a critical starting process for the
development of organizational memory and it is also considered essential to enhance an
organization's innovation and performance. The study was carried out by investigating a
government organization through interviews with its stakeholders and main decisionmakers. The interview was conducted for 11 participants.
The result analysis was conducted using thematic analysis. The results showed that there
are some cultural dimensions that are feasible and can be effectively implemented in
government organizations like continuous management, support and collaboration. It was
also found that not all structural dimensions are feasible and effective. There are other
alternatives that can be considered like formalization and integration. Finally, some
technological dimensions were labeled such as user friendly like IT-service support,
security, and compatibility. The study also found that these KMI elements can be
interrelated.
A major research contribution of this thesis is to fulfill the research gap in knowledge
management practice and infrastructure research in the public sector organizations. This
thesis provides a road map for stakeholders at public organizations how to develop
effective and efficient KMI and promote KM.
Keywords: Knowledge Management Infrastructure, Knowledge Capture, Organizational
Culture, Organizational Structure, Technology Infrastructure.
