Evaluating Knowledge Management and the Learning Organization: An Information/Knowledge Value Chain Approach

Abstract

Based on the common elements in the definitions and operationalizations of knowledge management and the learning organization, a triad of objectives for both knowledge management and the learning organizations is identified: 1) improved information and knowledge that enables (2) organizational behaviors and decisions that have greater impacts, and (3) improved organizational performance. These objectives are used to guide the development of an information/knowledge value chain model that can form the basis for a framework for evaluating progress in knowledge management programs and in the development of a learning organization. Four classes of evaluation are identified for this purpose (cognitive and post-cognitive process, behavioral, learning process, and organizational impact). A number of operational measures are suggested for each class. The measures that are appropriate in a given circumstance may be selected from, or suggested by, that list.