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Assessing faulty knowledge management systems in project-based organisations

This investigation contributes an action science approach to evaluate faulty Knowledge Management Systems (KMSs). It also contributes a model of a faulty KMS. We developed and implemented a seven-step action science approach to evaluate an underperforming KMS in a Research and Development (R&D) organisation. We used literature and our experience as applied researchers to develop the approach. To develop the model, we additionally used the data we collected from the R&D organisation. The model represents the systemic relationships hampering knowledge creation, transfer and application in the R&D organisation in a one-way, open-loop system model. This investigation addresses the gaps in the literature about a general model and an approach that can guide organisations to evaluate underperforming KMSs. Organisations can use the results of this investigation as a guide to enhance and design KMSs. Investigators can also use the results as a foundation for further R&D in Knowledge Management (KM).