Knowledge management practices: perspectives from an Australian service company

Patrick Hernandez, Peter Busch, Gustavo Guzman

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contributionpeer-review


Knowledge management (KM) is currently not a standard practice among business which makes it relatively unknown and it may probably be due to the relatively recent release of its first standard by the ISO. Companies looking to implement KM or improve their KM capabilities may use this study as a guide or baseline. The research is then extended by looking into an actual organization, Organization X (OX), a company with 14,000 employees within the services industry which provides asset management and infrastructure development services. Interviews were conducted within managers from across OX to obtain an overview on how the company’s systems support the KM practice, general sentiments toward the implementation, improvement areas, and how people within the company are encouraged to participate in knowledge sharing. Results show that OX has competent documentation of its KM practice particularly within the area of knowledge sharing, but implementation is just average as many staff members are unaware and not involved. It is recommended for a large organization like OX to centralize their KM efforts and have a dedicated KM manager who is able to promote the culture.
Original languageEnglish
Title of host publicationProceedings of the 34th International Business Information Management Association Conference
Subtitle of host publicationVision 2025: Education Excellence and Management of Innovations through Sustainable Economic Competitive Advantage
EditorsKhalid S. Soliman
Place of PublicationMadrid, Spain
PublisherInternational Business Information Management Association (IBIMA)
Number of pages15
ISBN (Electronic)9780999855133
Publication statusPublished - 2019
EventInternational Business Information Management Association Conference (34th : 2019) - Madrid, Spain
Duration: 13 Nov 201914 Nov 2019


ConferenceInternational Business Information Management Association Conference (34th : 2019)
Abbreviated titleIBIMA 34


  • Knowledge Management
  • service industry
  • organizational knowledge

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