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Journal of Information Science
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Untying the knot of knowledge management measurement: a study of six public service agencies in Singapore

Alton Y.K. Chua

Wee Kim Wee School of Communication and Information, Nanyang Technological University, Singapore, altonchua{at}ntu.edu.sg

Dion H. Goh

Wee Kim Wee School of Communication and Information, Nanyang Technological University, Singapore

This paper seeks to contribute to the on-going research in knowledge management (KM) by presenting a study conducted in six public service agencies in Singapore. The study was guided by three research foci, namely, (1) to elucidate the nebulous nature of KM initiatives, (2) to uncover the motivation behind KM measurement and (3) to identify the various elements of a KM initiative that can be measured. Data collected from the public service agencies revealed that KM initiatives were generally top-down and technology-focused. Project management and the need to quantify the value of KM initiatives drove KM measurement. The measurement indicators adopted by the agencies encompassed four elements of measurement: activities, knowledge assets, organizational processes and business outcomes. In conclusion, this paper highlights two practical implications for the design of a KM measurement regime and suggests a number of possible directions for further research.

Key Words: knowledge management measurement • case study • public service

This version was published on June 1, 2008

Journal of Information Science, Vol. 34, No. 3, 259-274 (2008)
DOI: 10.1177/0165551507084139
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