John Sparrow

Classification of different knowledge management development approaches of SMEs

There is established evidence to suggest that small- and medium-sized enterprises (SMEs) face different knowledge management (KM) challenges to larger firms. There is emerging theory and practice concerning KM in SMEs as a whole. SMEs may not, however, be an homogeneous group when addressing KM. The studys objective was to investigate whether there are different approaches towards KM development within SMEs. The responses of 33 SMEs to a 60-item structured analysis of KM practices were analysed using hierarchical cluster analysis, ANOVA and post hoc multiple comparisons of means. Four distinct configurations of practices were identified. These were the KM practices of ‘unengaged’ businesses, ‘comprehensive KM practice’ businesses, ‘knowledge-ownership oriented’ businesses and ‘learning and co-production oriented’ businesses. These different groups of SMEs appear to approach KM in fundamentally different ways. The categorisation provides a useful framework for addressing the take-up of KM initiatives in SMEs.

Evolving knowledge integration and absorptive capacity perspectives upon university‐industry interaction within a university

Purpose – The purpose of this paper is to report upon an initiative within a case study UK university to facilitate service innovation in small firms. The paper aims to outline how explicit use of such concepts has the potential to enhance the effectiveness of this form of university‐industry interaction.Design/methodology/approach – The paper considers how an evaluative inquiry approach could be used to assess the contribution of explicit consideration of knowledge integration and absorptive capacity in university‐industry interaction.Findings – The paper reveals how the study has been constructed and how the planned use of personal reflective tools and structured group interactions may enhance the consideration and utilisation of the key concepts by the university and SME clients.Research limitations/implications – The paper brings a degree of theorising upon university‐industry interaction that is largely absent in reported studies. It adds to the knowledge/cognitive perspective upon small business sup...

Patterns of gaining and sharing of knowledge about customers: a study of an Express Parcel Delivery Company

Knowledge sharing is an acknowledged pre-requisite for effective knowledge management. There is an extensive literature upon knowledge sharing practices and potential barriers. There is increasing recognition of the value of knowledge about customers within organisations. There are often several distinct avenues through which such knowledge is channelled. An assessment tool of knowledge flows is used to identify patterns in knowledge sharing for different facets of knowledge about customers within a case study organisation. An analysis is undertaken of sharing of knowledge about customers among customer service, sales and operations management teams, within the teams with peers, horizontally with other teams, and vertically within the organisation. The study demonstrates that it is possible to identify patterns of sharing knowledge about customers. The research highlights the value of the approach towards analysing knowledge sharing in organisations generally.

Fostering team learning development

Team learning is a process through which teams engage in collective reflection and exploration of their perceptions. The practice however, raises additional social psychological considerations of impression management and trust together with a different dynamic within group interaction. Dialogue theory provides some principles concerning a means to contain potentially overwhelming aspects of reflection and disclosure necessary to promote reflection, openness and learning. The current study reports an attempt by an individual within his own workplace (a UK specialist acute children’s hospital) to facilitate the use of an effective process amongst 15 participants to develop their team learning practices over a period of over two years. The development process highlighted four key concepts within team learning development: (a) knowledge sharing; (b) work culture and environment; (c) action; and (d) personal competence. A number of cycles and phases within each of these facets were apparent.

Workplace Interactions that Facilitate or Impede Reflective Practice

This article highlights a study undertaken in the workplace that observed the features of a National Health Service (NHS) general managers job that determined ‘reflective space’ at work. The study was initiated following the suggestion that the workplace might conspire to limit reflective practice amongst NHS general managers who would ordinarily espouse the value of such an approach. Assessing this inference would, arguably, illuminate the relative productivity of meetings and workplace events and assist in future application amongst NHS employees. The study did not attempt to question whether NHS general managers were armed with the competencies of reflection but whether they were able to apply it having developed the skills and what might constrain them. In doing so there would then be opportunities to challenge convention through the application of a reflective tool. The study involved the classification of work events where reflection was notably high or low. An analysis of data indicated five major characteristics of the reflective practitioners workplace that can inhibit or facilitate reflective practice. This has enabled the development of a reflective tool to assist NHS general managers. The tool might therefore be added to the personal management development ‘toolkit’ that each general manager might wish to access.

Assessing Changes in University Knowledge Transfer Capability to Support Innovation: A Knowledge Intensive Business Service Perspective

As universities increasingly engage with industry, the need for the management of knowledge transfer to draw upon appropriate measurement of activities is growing. There is little understanding of the relationship between strategy, infrastructure and capacity development, and alternative knowledge transfer activities. Much of the measurement of university knowledge transfer activity, emphasises basic ‘output’ assessment (e.g. number of patents, licenses, engagements, financial value etc.). This limitation is exacerbated when one seeks to support innovation above and beyond high technology-, science- and research-led initiatives, since innovation processes in service innovation spheres are more complex and diverse.

A methodology to identify workplace features that can facilitate or impede reflective practice: a National Health Service UK study

An increasing number of academic and professional development programmes engender reflective practice. There is little doubt that participants leave such programmes equipped and keen to utilize reflective practice in their own workplace practices. There is evidence to suggest however that the workplace itself may conspire to limit the extent to which reflection is practised. Reflecting at a meta‐level upon why and how reflective practice is inhibited may be valuable in helping reflective practitioners secure more widespread reflection at work. This paper reports a methodology for an exploration of the workplace features of a National Health Service (NHS) manager’s job that determined the ‘reflective space’ in his work sphere. The study involved a provisional classification of work events where reflection was notably high or low and the subsequent use of the repertory grid procedure to elicit the personal constructs of this notion of reflective space. A principal components analysis and factor analysis of the repertory grid data indicated five major characteristics of the reflective practitioner’s workplace that can inhibit or facilitate reflective practice. These were the degrees of prescriptiveness; engagement; role‐based, demarcated and political features; threat; and task versus process orientation. A discussion of the implications of these findings and the potential of the methodology is held.

Impact of emotions associated with reflecting upon the past

There is established evidence to suggest that our current emotions affect the way that we think. This paper investigates whether emotions associated with reflection upon prior emotive events can have an impact upon the perceived ‘value’ of information of other people’s related experiences with ‘congruent’ or ‘contrasting’ emotional tone. Nineteen participants reflected upon a specific recent experience and assessed the value of other accounts of the same activity. Information with a contrasting level of arousal was perceived to be statistically significantly more valuable. The study suggests that reflective practitioners may find it useful to explicitly seek related information of an alternative emotional tone in the course of action planning. It serves as a catalyst for those encouraging others to retrieve emotion to question their own practices concerning the choice of memories to select, and to acknowledge responsibilities associated with the power to provoke emotional responses.

Exploring the potential of mass-customisation as an innovation in the express parcel delivery industry

Previous literature has considered the continuous need for organisations to innovate and discussed the concept and scope of mass-customisation. There has been more limited adoption of the strategy than might be anticipated from its logic. Organisations need mechanisms to assess the potential applicability of broad innovations to their realm. A key question is how organisations can assess the potential of mass-customisation as a strategy. Amongst the options available is a detailed analysis of the potential gaps in provision from a customer perspective. One way to identify these is through exploring critical incidents with customers and considering how systems might be developed to attune interactions more closely to their unique needs whilst still securing the benefits of mass provision. The article presents data from a case study business utilising critical incidents to identify potential for mass-customisation, and argues that the methodology can be of value in other settings.

An Evaluative Inquiry of University Innovation Mentor Facilitation of Service Innovation

This study highlights how knowledge transfer can operate through a process consultation approach. Key issues in developing university innovation mentors and supporting their activities in facilitating service innovation are discussed. Significant impact of the approach upon client organisation performance and capability was identified. The value of adopting an evaluative inquiry process to capture and address the emergent challenges of this form of knowledge transfer is highlighted.