A Theoretical Model and Framework for Understanding Knowledge Management System Implementation

AbstrACt The study's objective is to arrive at a theoretical model and framework to guide research into the implementation of KMS, while also seeking to inform practice. In order to achieve this, the chapter applies the critical success factors (CSF) method in a field study of successful KMS implementations across 12 large multinational organisations operating in a range of sectors. The chapter first generates a 'collective set' of CSFs from extant research to construct an a priori model and framework: this is then empirically validated and extended using the field study findings to arrive at a 'collective set' of CSFs for all 12 organisations. These are then employed to refine and extend the theoretical model using insights from the literature on capability theory. It is hoped that the model and framework will aid theory building and future empirical research on this highly important and relevant topic.