Towards a framework for implementing a computer-based knowledge management system in healthcare organisations

Abstract

The use of computer systems, both simple and complex, have changed the world and the way businesses operate. In modern organisations, the preservation of knowledge has become a mandatory and pivotal obligation. Computer-based knowledge management systems provide sustainable management of organisational knowledge, which is fast becoming integral to the success of modern economies and drivers for success. The adoption of computer-based knowledge management systems further assist organisations to harmonise critical knowledge pertaining to their business procedures and processes in order to effectively collaborate, reuse, and coordinate their efforts. One such sector that requires the complete utilisation of collaborated knowledge is healthcare, seeing as the world population keeps growing while medical costs keep rising. However, available studies show that throughout the world, the implementation of computer-based knowledge management systems is problematic across a multitude of organisations, especially those in the healthcare sector. The implementation of computer-based knowledge management systems is a comprehensive process that requires a well-defined approach, methodology, and skilled- and experienced project teams. Therefore, the need for comprehensive frameworks that may guide implementation is ever increasing.

In this study, a framework was developed to enable healthcare organisations to implement computer-based knowledge management systems successfully. A design science research approach consisting of four cycles was adopted for this study. Literature reviews were undertaken to formulate the first version of the framework, after which healthcare considerations were obtained from medical doctors and specialists through an online questionnaire. Participants from two successful, international healthcare organisations provided expert considerations and contributions in order to enrich the framework. The final framework and assessment tool developed was tested as a proof of concept, the evaluation was done by two healthcare knowledge management executives and two industry experts (knowledge management consultancy and insurance risk). The industry experts concurred that the developed framework and assessment tool were adequate to assist healthcare and non-healthcare organisations in implementing computer-based knowledge management systems. The framework was evaluated as an artefact to provide an organisation with guidance when implementing a computer-based knowledge management system while the assessment tool served to measure and determine the organisation’s preparedness in implementing a computer-based knowledge management system.

The benefit of the developed framework is that it will provide organisations in the healthcare sector, as well other organisations, with guidelines in order to implement computer-based knowledge management systems, whereas the assessment tool will serve to determine their preparedness. The framework provides implementation teams with a holistic approach and guidance, and conduct good practice towards implementing a computer-based knowledge management system, which reduces implementation costs and project run time. Additionally, it also provides the foundation and essential aspects from which organisations can develop their own implementation strategies, execution and action plans without having to conceptualise and design a system unaided.