Posted by Kees de Vos on October 19, 1999 at 09:21:13:

In Reply to: Re: Technology & sharing posted by Shelley Beeston on October 19, 1999 at 06:02:18:

Hi Shelley,

might I suggest that when you want to measure effectiveness you start by identifying what the desired effect is. Althoug pretty obvious we tend to forget that knowledge management has a purpose;
- creating better products and services;
- increasing employee jobsatisfacting;
- increasing profits;
- reducing costs;
- increasing customer satisfaction;
- etc., etc.

Start out by defining which result knowledge management should contribute to. Only then its effectiveness can be measured. Bare in mind that you also need to define what KM is and what's it is not. As you can see by some of the results I listed there is quite some danger of correlating measurements (lower cost -> higher profit -> more cash to improve perks -> higher jobsatisfaction; although I believe this last causality is very thin).

Hope this helps you on your way :-),

kind regards,

Kees de Vos.

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