Conducting a knowledge audit at a South African retail bank

Abstract

PURPOSE: The purpose of the article was to present the methodology followed and findings of a knowledge audit at a South African retail bank. DESIGN/METHODOLOGY/APPROACH: The article addresses the following research question: ‘What methodology should be followed when conducting a knowledge audit for a retail bank?’ The audit followed a mixed method research methodology. A questionnaire was emailed to a sample of employees to determine their knowledge requirements and 30 senior managers were interviewed in order to obtain a strategic perspective on the knowledge management requirements of the bank. FINDINGS: The commitment to knowledge management was generally positive, but it varies across business units. The bank has not defined which knowledge areas are critical in order to improve its current or future performance. Specific knowledge gaps were identified and a knowledge map was compiled to indicate knowledge flow in the bank. IMPLICATIONS: The article gives a detailed description of the methodology when conducting the knowledge audit. The knowledge audit attempted to address the most critical knowledge requirements of a South African retail bank. The audit helped to make the knowledge in the bank visible and helped the bank to understand the value and contribution of knowledge to the organisational performance.