An Analytic Framework for Developing the Key Performance Indicator of Knowledge Management Systems

Knowledge management systems (KMs) are used to discover, develop, exploit, disseminate, and share organizational knowledge. To achieve these goals, various types of approaches have been explored. Although many KMs issues have been studied, few papers explore performance measurement. To measure the performance of KMs is difficult because mental work may not be observable. The success of KMs is not predictable and performance can be measured only after a long time period. In this study, we develop a framework based on Balanced ScoreCard (BSC) for determining key performance indicators (KPIs) of KMs. First, we discuss the need and feasibility of integration BSC and KMs. Then, we use BSC perspectives to construct a KPI model of KMs. Finally, we apply the proposed method to a long-term integrated project team to illustrate its analytic feasibility by KPI allocation diagrams based on ARIS software. Keyword: Key Performance Indicator, BSC, Knowledge Management, Knowledge Sharing