PurposeThis paper aims to examine the role of intellectual capital (IC) management in an organizational change process. The purpose is to obtain new empirical findings and an enhanced understanding of the role of IC in an organizational change process is obtained.Design/methodology/approachFirst, the existing literature on change management and IC management is reviewed. Then, empirical research is carried out in terms of an action research project on IC development processes in three case companies. These processes and their outcomes are evaluated using interviews.FindingsAn IC model can be a useful tool for change management as it helps to ensure the alignment of the change content with the strategic goals of the organization.Research limitations/implicationsThe study is based on applying the Danish IC management model in Finnish companies. Different results might have been obtained if another IC management model had been used or the companies representing other countries and cultures had been selected.Practical implicationsThe paper demonstrates that IC tools can be useful for promoting organizational change processes. However, more important than the specific conceptual model or measurement method chosen seems to be the process of organizational representatives connecting their contextual and idiosyncratic understandings to the model.Originality/valueThis paper makes a contribution to the existing knowledge by reporting and critically evaluating the implementation of dynamic IC management practices. This is a contribution to the existing conceptually oriented literature on the topic. In addition, the analysis of empirical IC management projects applied in a change context has novelty value.
Purpose -The starting-point of this paper is the observation that, while intellectual capital (IC) management seems to be a potential approach for non-profit elderly care organizations, there is a lack of empirical evidence on how it could actually be applied. This paper aims to add to knowledge of this issue. Design/methodology/approach -This is an exploratory, qualitative case study including three case organizations. The case descriptions and analysis are based on interviews with managers of the case organizations. Findings -The study describes which intangible resources are highlighted in the operations of non-profit elderly care organizations, the existing practices regarding the management of IC factors and the IC needs of management in these organizations.Research limitations/implications -The study focuses on Finnish non-profits. The operations of the third sector may vary across countries. Practical implications -The elderly care sector is facing big challenges due to the changing age structure in many Western countries and due to the pressure to produce cost-effective but still high-quality services. The IC approach seems well-suited as a managerial framework that can capture the intangible aspects of operations. However, more research and practical application experience are needed at this stage. Originality/value -IC research on non-profit organizations is rare and has so far been rather generic and conceptual. The paper makes a contribution by presenting empirical and industry-specific findings.
Purpose This study aims to report the design and testing of a maturity model for information and knowledge management in the public sector, intended for use in frequent monitoring, trend analysis and in-depth analysis of the contemporary information and knowledge management practices of an organization. Design/methodology/approach A design science approach was used to develop the proposed model. Creation of the model was based on an extensive literature review. Testing of the model was implemented as a survey receiving 37 responses from nine organizations organizing and purchasing public services. Findings The study presents four alternative profiles for an organization’s status, novice, experimenter, facilitator and advanced exploiter, and investigates the differences between these profiles on the basis of the empirical data gathered. The model was found to be both a valid and practical way to determine the state of an organization’s information and knowledge management and identify development needs. Research limitations/implications Testing was conducted in the Finnish public sector and further studies applying the model could be implemented in other countries. The model presented was designed specifically for the public sector and more research is needed to test its applicability in the private sector. Originality/value Maturity models are useful when evaluating information and knowledge management status in an organization, and beneficial for improving organizational performance. The proposed maturity model combines the fields of knowledge management and information management and contributes to the literature with an overarching maturity model that includes a dimension of satisfaction with the organizational maturity level. While many earlier models originate from the consultancy business, the model presented here was also designed for research purposes and tested in practice.
PurposeThe paper aims to evaluate factors affecting the success of the measurement system implementation in the context of two case services with a specific measurement object – productivity.Design/methodology/approachInterviews with the users of new measurement systems are used to obtain information on the role of known technical and organizational success factors supporting measurement system implementation.FindingsTwo key factors were found to affect the success of the measurement system development project. First, the commitment of the operative level was achieved. Second, the chosen measurement tool was suitable for the identified managerial requirements of the organization.Research limitations/implicationsIn order to improve external validity, it would be useful to assess the implementation of measurement systems with a similar approach in different organizations. Could the positive results described in this study be replicated?Practical implicationsThe practical implications of this study are twofold. First, the study describes a potential and fresh approach towards measurement of performance and productivity in public organizations. Second, the experiences described can assist public managers to avoid pitfalls in the implementation of measurement systems.Originality/valueVarious challenges in developing measurement systems in the public sector context are well studied. It is important to better understand how to overcome the problems. In comparison to many existing studies, this research provides more specific and detailed knowledge related to a successful development project.
If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/ authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. SummaryPurpose -The purpose of this paper is to investigate the contingency factors affecting performance measurement in the service context. The paper aims to review the literature on performance measurement and synthesize it to a framework that creates a basis for analyzing measurement practices in various kinds of service contexts.Design/methodology/approach -In order to obtain a fresh update to the existing knowledge on the topic, a systematic literature review was carried out. Around 8,000 articles published between 2005 and 2011 were reviewed and as a result 80 papers were chosen for a more detailed examination.Findings -The paper applies a fresh approach to performance measurement in services, increasing generalizability of case study findings. By analyzing a large set of studies, the study identifies contextual factors that affect performance measurement in service operations. The resulting framework acts as a foundation for further research on performance measurement in services.Practical implications -The results of this research can be further refined into more practice-oriented framework. After further field research and testing, the framework can be linked to practical recommendations in different settings of measurement development. Originality/value -The measurement of service operations is known to be challenging due to some service-specific features. Much of the existing research on the topic has been carried out in a specific service industry with a specific measurement need. In order to increase generalizability, there is also a need to carry out cross-case analysis identifying patterns among individual case studies. This supports the application of lessons learned from a certain specific setting into other fields. There is very limited knowledge on the contingency factors related to measurement system development caused by service context.
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