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Developments in Practice XVII: A Framework for KM Evaluation

Demonstrating the value of knowledge management (KM) to the organization represents an elusive challenge. In part, this challenge is due to the nature of knowledge management itself and the difficulty in creating direct linkages between knowledge sharing and sales growth or productivity. But it is also undoubtedly due to misaligned KM activities. This paper first reviews the current state of metrics in KM and presents six principles of measurement immediately applicable to the practice of KM. It then outlines a framework for KM evaluation using four key approaches: balanced scorecard; strategic imperatives; capabilities assessment; and measurement matrix. The paper concludes by presenting a number of strategies for improving KM metrics.