Effective Knowledge Management Processes and Tools in Project Environments : A case of Dell Computers EMEA, Business Operations PMO

Abstract: Organizations know-how and experience are great sources of valuable knowledge. Theabstract characteristics of knowledge help organizations to build core competencies, howeverit is often not sufficiently exploited. The importance of knowledge to the overall organizationis also seen in projects which are considered as temporary organizations. If knowledge isproperly managed organizations may benefit in terms of decreasing repeated mistakes andcreating new opportunities. However, new types of organizing in projects together with anincreasing trend of geographical dispersion of workers increase the complexity of sharing andmanaging knowledge. Therefore, the focus of this study is to identify the processes and toolsthat facilitate knowledge management in the challenging environment of projects.The theoretical framework of this study presents the characteristics of knowledge and theimplications of the new forms of organizing in terms of the complexities of managingknowledge in this context. The study also approaches the specific characteristics of projectsand the challenges of knowledge management. The requirements for managing knowledgesuccessfully and knowledge management processes suggested by the authors in the field arealso highlighted. Additionally, the researchers present a conceptual model for knowledgemanagement in projects derived from the theoretical background which serves as a startingpoint for the empirical research.This is a qualitative study that follows an Interpretivist research philosophy with a mixture ofdeductive and inductive approach. This is a case study of Dell Computers that was developedthrough semi-structured interviews with project managers from the project managementoffice (PMO) of the Business Operations department dedicated to large enterprises and publicsector in the EMEA region. The data collected was analyzed using a qualitative approach ofdata display and analysis.The findings of the study validated the basic elements of the conceptual model for knowledgemanagement in project environments previously suggested by the researchers. However theyalso suggested that the early conceptual model did not illustrate the complexity of knowledgemanagement in projects in real life. The main findings are concerned with the different levelsin which knowledge may be managed in project environments, the close relationship amongstthe enablers and the ownership of knowledge management processes. In order to addressthose findings a new conceptual model derived from the theoretical background and theempirical research is developed.