A framework for quality dimensions of knowledge management systems
By: OWLIA, Mohammad Saleh
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ArticlePublisher: Oxfordshire : Routledge, nov./dec. 2010Subject(s): Qualidade Total | Gestão do Conhecimento | Sistema de Informação | Satisfação do ClienteTotal Quality Management & Business Excellence 21, 11-12, p. 1215-1228Abstract: As knowledge management (KM) philosophy and systems are being recognised by many organisations worldwide, the quality of such systems has become more important in satisfying the needs of knowledge users. Defining the characteristics of quality is the first step in a measurement process that, in turn, is itself a prerequisite for any improvement program. This paper proposes a conceptual framework for the quality dimensions of knowledge management systems (KMS); it is based on the investigation of quality attributes in other environments as well as factors affecting quality in this specific context. The resulting framework consists of eight dimensions called Functionality, Completeness, Reliability, Usability, Access, Serviceability, Flexibility, and Security.
As knowledge management (KM) philosophy and systems are being recognised by many organisations worldwide, the quality of such systems has become more important in satisfying the needs of knowledge users. Defining the characteristics of quality is the first step in a measurement process that, in turn, is itself a prerequisite for any improvement program. This paper proposes a conceptual framework for the quality dimensions of knowledge management systems (KMS); it is based on the investigation of quality attributes in other environments as well as factors affecting quality in this specific context. The resulting framework consists of eight dimensions called Functionality, Completeness, Reliability, Usability, Access, Serviceability, Flexibility, and Security.
Volume 21
Número 11-12
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