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Evaluation Profile

Knowledge management evaluation

一、Evaluation goals

(一)Corporate knowledge management evaluation can objectively measure the current knowledge management level of corporations

(二)Self-evaluations and on-site evaluations are used to measure four major aspects (cultural transformation, procedural operation, information technology, and knowledge management effects), and five levels of knowledge management maturity. Through this fair and objective evaluation mechanism, corporations can easily understand the current application status and clarify key points around knowledge management in order to promote the effects of diffusion

二、Knowledge management maturity evaluation structures and mechanisms

(一)Management aspect: The survey can be divided into three management aspects (procedural operation, cultural transformation, and information technology). New survey items are divided into four management aspects (procedural operation, cultural transformation, information technology, and knowledge management effects)


Cultural transformation

Operational procedures

Information technology

Knowledge management

This aspect explores the knowledge management of the corporation itself and its awareness, attitude, consensus, and belief. The goal is cultural exhibition, through which we explore the interior of organizations, and improvement operations through relationship interactions, including sharing, personal/organizational learning, organizational innovation, training, and development/This aspect explores organizations through diverse events (for example, policies, methods, regulations, and systems), promotes the current methods of knowledge management, and through introducing the application management of tools and organization of knowledge, comprehensive procedural operations can be planned in order to help in the execution of strategies. This aspect explores the assistance application of information technology in knowledge management. Basic software and hardware facilities are used. We include corporate knowledge in the information and knowledge databases, and fully use management tools and application technology, and comprehensive office automation. Finally, network communication is used in order to reach the goals of information obtainment, storage, exchange, and analyses.This aspect explores organizations through knowledge culture, procedures, and technology implementation. Through the integration of overall organizational environments and daily transactions, organizational knowledge can be improved and positive feedback can be received from all circles

(二)Management events: Survey items can be defined as 68 knowledge mangement events. New surveys are divided into 4 industry and corporation types as follows:


Large service industrie

Medium and small
service indurstries

Large manufacturing

Medium and small

Cultural items3 33 3
Technological items65 6 5
Procedural items1919 20 20
Effect items1111 11 11

(三)Key areas: The survey items can be divided into 16 key fields. The new version of survey items have 9 key areas (Key Areas; KAs)

1.One KA is a set of related knowledge management events. When they are executed together, they can satisfy the same goal

2.The effect of one KA can indirectly influence a set of related knowledge management events. Each KA is formed of 3-8 knowledge management events. Large manufacturing industries are used as an example below:


Knowledge management strategies

Knowledge management promotion

Knowledge sharing

Information and knowledge obtainment

Knowledge storage

Knowledge intelligent use

Knowledge creation and innovation

Knowledge protection

Knowledge learning

Total items56 6 8 234 1 5
9 key areasContents
Knowledge management strategiesOrganizations can fully connect methods with knowledge resources and strategic needs
Knowledge management promotionUpgrade and promote the units, regulations, and mechanisms executed by knowledge management
Knowledge sharingInteractions between people (for example, discussions, debates, and collective problem solutions). Through these events, one unit (for example: teams, departments) will be influenced by recessive and dominant knowledge
Information and knowledge obtainmentThrough actual or virtual channels, organizations obtain diverse internal and external information and knowledge
Knowledge storageStoring the observed results, cause, effects, and other matters during work execution and decision making events
Knowledge and intelligence useUsing statistics or artificial intelligence concepts or tools, collection, or analytical information, and apply analytical results in operating management policies, problem solving, and improvement of products or procedures
creation and innovationCreation is a procedure of continuously striving for excellence, overthrowing old thinking into a new field, obtaining new networks, with new thinking and knowledge toward the world. Innovation refers to “a consensus of new thinking, new procedures, new products or services”. Alternatively it refers to related units adopting new thinking, practices, or matters
Knowledge protectionProtects recessive and dominant knowledge, to avoid key principles being changed, abused, and discarded
Knowledge learningLearning is using better knowledge and understanding to make further improvements The results of training upgrades students’ learning abilities (for example, obtainment of knowledge and techniques), and provides the foundations for maintaining knowledge and techniques

(四)Maturity level of knowledge management (Contents of five major levels)

Level 1-5Maturity level of knowledge management
Level 1

Period of Knowledge Confustion

At this level, organizational knowledge is scattered in all the departments or between organizational members. Organizations do not have official knowledge management procedural operations. At this level, organizational members can have rich knowledge, but do not know how to obtain organizational benefits through structural methods used at work
Level 2

Period of Knowledge Awareness

At this level, organizations can see the importance of knowledge management in organizational practice, and have higher motives of personal knowledge definition, sharing, obtainment, and storage. However, organizations have not conducted overall planning of knowledge management events. Only units or those sitting at the core of departments promote knowledge management projects
Level 3

Period of Knowledge Management

At this level, organizations formally promote knowledge management. This helps organizations to more widely transform and apply knowledge management, and thereby they can gradually obtain the organizational benefits of knowledge management
Level 4

Period of Advanced Knowledge Management

At this level, knowledge management is oriented toward the planning and management methods of strategic guidance. Managers grasp the key points of knowledge management, and realize the organizational benefits of knowledge management
Level 5

Period of Knowledge Integration

At this level, organizations have the capabilities to integrate internal products/services/operational procedures/management principles, and all aspects of recessive knowledge/dominant knowledge, current knowledge, and corporate related innovative knowledge

(五)Definitions of maturity level of knowledge management and the three major aspects

KM maturity level/ Three major aspectsCultural transformation Operational proceduresInformation technology
Level 1

Period of Knowledge Confustion

Organizational members know the concepts of knowledge management Organizational members use their methods to define, share, obtain, and store knowledgeOrganizations have computerized environments, and organizational members have basic information technology abilities
Level 2

Period of Knowledge Awareness

Organizational members know the importance of promoting knowledge management Organizational members have higher frequencies of defining, sharing, obtaining, and storing knowledgeOrganizations have technological environments that nurture knowledge management
Level 3

Period of Knowledge Management

Organizations of cultures of knowledge management Organizations use official management of regulations and systems to define, share, obtain, and store knowledgeOrganizations have technological environments in order to support recessive and dominant knowledge management
Level 4

Period of Advanced Knowledge Management

Organizations have reinforced a culture of knowledge management in order to stabilize the execution of knowledge management Organizations can use qualitative and quantitative methods to evaluate the achievements of knowledge managementOrganizations have integrated technological environments to support long term knowledge management
Level 5

Period of Knowledge Integration

Organizations continue to promote knowledge cultures with internal and external partners in order to conduct sustainable knowledge management Organizations can integrate diverse knowledge internally and externally and establish network environmentsOrganizations have technological environments to support internal and external organizationalknowledge integration

(六)Weightings for cultural, technological, procedural, and overall level items under the new guidelines (for example, large manufacturing industry)

Culture Technology ProcedureTotal
Knowledgeable culture
Items 1~30.3 0.3
Knowledge management SOP or regulations system
Items 1~20 0.25 0.25
Knowledge management technological system
Items 1~6 0.25 0.25
Knowledge management achievements
Company employees understand how to promote and execute knowledge management0.2 0.2 0.2
Company’s knowledge management events are integrated into the employees’ daily operational procedures0.2 0.2 0.2 0.2
Company can obtain overall knowledge management to improve customer service, products, or benefits of partnership, and receive high feedback from multiple stakeholder groups 0.2
Company’s professional knowledge level is very high, other companies cannot emulate in such a short period of time 0.2
Company knows important core SOPs possess which types of knowledge 0.2 0.2
Company has many knowledge sharing events0.2 0.2
Company employees know from where to obtain required information or knowledge 0.2 0.2 0.2
Company unions use internal organizational related knowledge to complete tasks0.2 0.2 0.2
Company unions use internal organizational related knowledge to complete tasks0.2 0.2 0.2
Company’s knowledge documents are helpful for employees to complete tasks or knowledge techniques 0.2 0.2
Company has innovative thinking or methods regarding all kinds of products, services, or work procedures0.2 0.2
CultureTechnology Procedures Total
Total items98 27 40

(七)Survey questionnaires

The original survey questionnaires can be divided into three types:

Item No.Item contents Item evaluation chart
Item 1.1 Organizations have corporate prospects and missions 1.1.1. No corporate prospects and missions, and no executions □ (If you check this column, please skip items 1,2)
1.1.2. Whether there are corporate prospects and missions □No If yes (Please fill in the completeness of corporate prospects and missions) □Very incomplete, □incomplete, □neutral, □complete, □very complete
1.1.3. Whether there are corporate prospects and missions □Not executed yet Yes, if executed (Please fill in the execution status), □very bad, □bad, □neutral, □good, □very good
Type 1.4 Organizational prospects, missions, and knowledge management strategies are connected 1.4.1 No organizational prospects and missions, or not connections □ (If you check this column, please skip items 1,2)
1.4.2. There is connection, please fill in the completeness, □very incomplete, □incomplete, □neutral, □complete, □very complete
Type 2.3 Organizational members have the basic concepts of how to promote and execute knowledge management 2.3.1. Organizational managers and employees do not grasp basic concepts of how to promote and execute knowledge management □ (If you check this column, please skip items 2,4)
2.3.2. Organizational managers □0%□0~20% □20~40% □40~60% □60~80% □80% grasp basic concepts of how to promote and execute knowledge management
2.3.3. Organizational employees □0%□0~20% □20~40% □40~60% □60~80% □80% grasp basic concepts of how to promote and execute knowledge management

The new surveys directly adopt the Likert Scale

Strongly disagree Agree Neutral AgreeDisagree
Knowledgeable culture
There is a knowledge sharing culture between employees with correct concepts and attitudes (for example, mutual trust, respect of intellectual property rights)
There is a knowledge creation and innovation atmosphere and culture between employees
There is a knowledge or technique learning atmosphere and culture

(七)Range of scores for new cultural, technological, procedural, overall, and all maturity levels (for example, large manufacturing industries)

Level one Level two Level three Level fourLevel five
Culture0~67~13 14~20 21~27 28~35
Technology0~67~13 14~20 21~27 28~32
Procedures0~2324~46 47~70 71~84 85~115
Total0~3536~72 73~110 111~138 139~171

(八)Characteristics of the new version

1.Survey aspects:

(1)Divided into 4 types of surveys according to manufacturing or service industry; and large, medium, or small corporation

(2)Each survey item is more simplified than the previous versions. There were originally 68 knowledge management events. The new version of survey is carried out according to relevant industry, and the survey items have been reduced and tailored for content.

(3)The contents of surveys have added the “Knowledge management effects” aspect and items

2.Information display methods

(1)Originally there were 16 key areas, and these have now been reduced to 9 key areas

(2)“Knowledge management effects” are calculated through the prism of “Culture,” “Procedures,” and “Technology;” and scores are divided into the levels of “Culture,” “Procedures,” “Technology,” and “Overall”