Developing a Knowledge Management System for Consulting Firms : A Framework for Knowledge Sharing in Project-Driven Product Development

Abstract: Organizations are becoming more knowledge-intensive in today’s competitive environment. This is important to consider for consultancy firms that are building their business on knowledge as their key resource. Because of the increasingly educated and creative workforce, this shift introduces new challenges in managing knowledge. The purpose of this master’s thesis is to develop a system for knowledge management in consultancy firms with focus on project-driven product development. It aims to propose an applicable system that can be implemented effectively for inContext AB. To fulfill this purpose important topics were first described in the frame of reference to give a good understanding of terminologies used by the scientific community in regard to knowledge management. Then the work was divided into four phases, infrastructural evaluation, analysis, design, and development phase. The methods used in the infrastructural evaluation and analysis phase were based on abductive research. Combining a qualitative study, which included interviews, observations, and informal conversations, with a literature study. With the intent of creating a body of knowledge and understanding the challenges. The methods used in the design and development phase were based on using scientific frameworks, models, and methods in a logical manner to design and develop the knowledge management system. The results show which critical success factors are relevant for inContext AB in particular and consultancy firms in general. It also shows which key functions are already in place and are affecting knowledge management in a positive manner such as gatherings, mentorships, and Google Drive, as well as challenges where new key functions like learning management systems and consultancy profiles should be implemented. The developed knowledge management systems describe key functions that should be implemented to ensure good knowledge management regarding the challenges found, as well as good key functions that should be kept and further developed. The conclusions were drawn that all key functions in the developed knowledge management system would be beneficial to implement. Although due to time, effort, and budget, all key functions cannot be implemented simultaneously. Therefore, prioritizations were made that standardizing existing key functions should be the first priority. There after, the focus should be on implementing key functions that build on and develop existing processes. Lastly, implementing new key functions that can contribute to solving the challanges that inContext AB faces.