Knowledge sharing in public services has not yet received much attention in the research literature. This paper investigates knowledge sharing in one public service context and identifies factors that influence the readiness of an organization to share knowledge effectively. Using participant observation, document analysis, interviews (n=30) and a survey (n=132), data are presented to highlight antecedents to effective knowledge sharing in healthcare service delivery. Through factor analysis and regression modeling, we have isolated six factors that are significant predictors of effective knowledge sharing. Our research is broadly consistent with previous findings that an innovative culture, a capacity to learn from failure and good information quality are strong predictors of successful knowledge sharing. However, we also identify factors associated with change management, and a predisposition to confront performance indicators, that significantly influence the knowledge sharing process. While we argue that our six-factor model may be equally relevant to private sector firms, we suggest that the peculiar nature of the public sector environment poses unique challenges for healthcare managers who seek to develop a knowledge sharing capability.

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This paper is the first of two which seek to further the debate about the role and value of ISO 9000 as a route to TQM. In particular, outlines a framework by which the next phase of a longitudinal study of 115 ISO 9000 registered organizations may be conducted. Shows that very little empirical work has been published which explores this transition beyond ISO 9000 to TQM. Moreover, what literature does exist is divided on the issues, for example on whether or not it is beneficial to obtain ISO 9000 before embarking on TQM, or vice versa. Examines the importance of two aspects of senior executives’ mindset, namely their understanding of ISO 9000 and their motivations for pursuing it. Presents preliminary data which suggest that these two factors may have an important influence on future progress towards TQM, and postulates that the success of organizations already practising TQM will be dependent on their levels of understanding and their differing motivations. The second paper will complete this discussion by dealing with other factors relevant to this transition as raised by other authors and concludes by outlining tangible ways in which an organization can build on ISO 9000 to proceed towards TQM. Factors discussed in these two papers will form the basis of analysis of the next phase of this longitudinal study, which was initiated in 1991.

Extends previously published work which discussed a survey of senior executives in 682 organizations and concluded that commitment to ISO 9000 implementation left considerable room for improvement. Reviews the peculiar ISO 9000 implementation difficulties of small organizations as reported in the literature elsewhere. Provides further analysis of the previous survey data, especially the attitudes and behaviours of senior executives, revealing differences in ISO 9000 implementation practice associated with organization size, sector and country of ownership, based loosely on the work of Argyris comparing espoused behaviours with behaviours in use. Small organizations are shown to have particular problems in terms of understanding the purpose of ISO 9000, methods of measuring its business impact, and knowledge of where the potential benefits might lie. While not using consultants any more often, small organizations do permit them to write more of their system documentation. Conversely, small organizations have a greater tendency to subject the whole organization to the scope of the standard, yet they are less likely to go beyond ISO 9000 to TQM. Sectorally, textiles, general manufacturing and engineering show most positive orientation to ISO 9000, with retailing and services least. Concludes that small organizations should assess themselves against these findings to ensure that a comparative lack of resources is not merely an excuse for lack of resolve.