Stakeholder View of Enterprise System Knowledge Management Process

Abstract

Knowledge Management (KM) has been identified as one of the most important antecedents of ES success. Managing an Enterprise System is a knowledge intensive task that necessarily draws upon the experience and involvement of a wide range of stakeholders with diverse knowledge capabilities. These stakeholders, ranging from top executives to data entry operators, have multiple and often conflicting objectives and priorities and rarely agree on a set of common aims. Using a four-phased Knowledge Management process, this paper seeks to identify common and specific requirements for the stakeholders in an Enterprise System Knowledge Management initiative. The empirical investigation, analyzing 310 responses, amplified the specific needs of stakeholders in relation to transfer of knowledge. Moreover, all stakeholders unanimously agreed on the importance of knowledge retention strategies and end-user training, when assessing the goodness of a KM initiative.