Knowledge management strategy in software services organisations: straddling codification and personalisation

Abstract

This article describes the challenges faced by a software services organisation, XYZ Corp, in establishing an enterprise wide KM system. The data for this case based research was collected over a period of six months through extensive interviews. A wide cross section of employees and decision makers from XYZ Corp were interviewed, including managers in charge of the enterprise knowledge management initiative as well as users of the KM system. The case study reveals how in their context, ‘codification’ and ‘personalisation’ are stages of evolution, rather than being mutually exclusive. In order to deliver service efficiently, codification of knowledge is a necessity. However, personalisation is necessary to leverage organisational knowledge for solving complex problems, and, in the process, creating innovative solutions