A participatory action research study of knowledge management implementation in a large European telecommunication company in their UK office

Walker, S; Sankaran, S

A participatory action research study of knowledge management implementation in a large European telecommunication company in their UK office

Walker, S Sankaran, S

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Publisher:: Australian Institute of Business
Publication Type:: Journal Article
Citation:: GIBARAN JOURNAL OF APPLIED MANAGEMENT, 2014, 6 (2), pp. 36 - 63
Issue Date:: 2014-01

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Field	Value	Language
dc.contributor.author	Walker, S	en_US
dc.contributor.author	Sankaran, S https://orcid.org/0000-0001-5485-6216	en_US
dc.date.issued	2014-01	en_US
dc.identifier.citation	GIBARAN JOURNAL OF APPLIED MANAGEMENT, 2014, 6 (2), pp. 36 - 63	en_US
dc.identifier.issn	1836-5159	en_US
dc.identifier.uri	http://hdl.handle.net/10453/31975
dc.identifier.uri	http://hdl.handle.net/10453/34181
dc.identifier.uri	http://hdl.handle.net/10453/34182
dc.description.abstract	Knowledge management is being highlighted as a major source of sustained competitive advantage for contemporary organisations. Deploying knowledge management programs presents many challenges and this is evident by the high failure rate of initiatives. Conventional research techniques have failed to develop a rich understanding of the major implementation barriers and have therefore provided minimal assistance to practicing managers. This paper discusses the importance of knowledge to customer support organisations in the telecommunications sector and how one European support organisation approached the deployment of knowledge-centric support in their UK office. The deployment approach incorporates a participatory action research framework that facilitates research and project delivery and ensures practising managers have learning outcomes that can be applied in their organisations.	en_US
dc.publisher	Australian Institute of Business	en_US
dc.relation.ispartof	GIBARAN JOURNAL OF APPLIED MANAGEMENT	en_US
dc.title	A participatory action research study of knowledge management implementation in a large European telecommunication company in their UK office	en_US
dc.type	Journal Article
utslib.citation.volume	2	en_US
utslib.citation.volume	6	en_US
utslib.for	120201 Building Construction Management and Project Planning	en_US
utslib.for	1503 Business and Management	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/e-Press
pubs.organisational-group	/University of Technology Sydney/Faculty of Design, Architecture and Building
pubs.organisational-group	/University of Technology Sydney/Faculty of Design, Architecture and Building/School of Built Environment
pubs.organisational-group	/University of Technology Sydney/Strength - CCDP - Contemporary Design Practice
utslib.copyright.status	closed_access
pubs.consider-herdc	true	en_US
pubs.issue	2	en_US
pubs.volume	6	en_US

Abstract:

Knowledge management is being highlighted as a major source of sustained competitive advantage for contemporary organisations. Deploying knowledge management programs presents many challenges and this is evident by the high failure rate of initiatives. Conventional research techniques have failed to develop a rich understanding of the major implementation barriers and have therefore provided minimal assistance to practicing managers. This paper discusses the importance of knowledge to customer support organisations in the telecommunications sector and how one European support organisation approached the deployment of knowledge-centric support in their UK office. The deployment approach incorporates a participatory action research framework that facilitates research and project delivery and ensures practising managers have learning outcomes that can be applied in their organisations.

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http://hdl.handle.net/10453/31975