The process of knowledge transfer Authors: Teresa Thomas Cédric Prétat Tutors: Prof. Philippe Daudi Dr. Mikael Lundgren Program: Master’s Program in Leadership and Management in International Context Subject: Leading knowledge transfer and organizational learning Level and Semester: Masterlevel spring 2009 Baltic Business School - The process of knowledge transfer - ABSTRACT here is a common agreement in literature that a company can create a sustainable competitive T advantage by mastering knowledge and knowledge transfer. This requires to forward knowledge to other units at the correct time and in the right way. The purpose of this research study is to explain in the first step general theoretical considerations related to the concept of knowledge, knowledge management as well as knowledge transfer. In a second step these concepts are illustrated with the help of four points of impact. Some important aspects are discussed. First, the individual in the process of knowledge transfer is regarded: its behaviors, its interactions with its professional environment. Second, key tools are extended and finally the factors which influenced the process are presented. Out of this a model is developed in an approach divided into three parts: the individual, social/collective and company perspective. This model also includes a process of knowledge transfer, the knowledge sharing achievement through a description of the main tools and actions which create a dynamic between the actors. In the last part we focus on a technical solution which can help companies to implement a knowledge transfer dynamic. Key words: knowledge, knowledge management, knowledge transfer. - ii - - The process of knowledge transfer - ACKNOWLEGEMENT We want to thank our tutors Philippe Daudi and Mikael Lundgren as well as our assigned reader Nils Nilsson for supporting us with ideas and feedback. Furthermore, we want to express our gratitude to the companies that gave us the opportunity gain an insight in their processes by answering our questions in interviews and questionnaires. Finally, our families and friends have to be mentioned who encouraged and inspired us to complete our work. Teresa Thomas Cédric Prétat - iii - - The process of knowledge transfer - TABLE OF CONTENT PART ONE: INTRODUCTION 1. Context of the research ........................................................................................................................ 1 2. Background ............................................................................................................................................ 3 3. Research question ................................................................................................................................. 6 4. Purpose and objectives ........................................................................................................................ 7 5. The conception of the paper ............................................................................................................... 8 PART TWO: THEORETICAL FRAMEWORK 6. Knowledge ............................................................................................................................................. 9 6.1 Data, information and knowledge .................................................................................................... 9 6.2 Definition of knowledge .................................................................................................................. 12 6.3 Forms of knowledge ........................................................................................................................ 12 6.3.1 Tacit and explicit knowledge ................................................................................................... 12 6.3.2 Social knowledge ....................................................................................................................... 14 6.3.3 Individual, collective and organizational knowledge ............................................................ 14 6.4 Visions of knowledge depending on the organizational level .................................................... 16 7. Knowledge management ................................................................................................................... 18 7.1 Definition of knowledge management .......................................................................................... 18 7.2 Stages of knowledge management ................................................................................................. 20 7.2.1 Knowledge generation .............................................................................................................. 20 7.2.2 Knowledge representation ....................................................................................................... 20 7.2.3 Knowledge accessibility ............................................................................................................ 21 7.2.4 Knowledge transfer ................................................................................................................... 21 7.3 Turning knowledge into action ....................................................................................................... 21 8. Knowledge transfer ............................................................................................................................ 25 8.1 Definition of knowledge transfer ................................................................................................... 25 8.2 Processes of knowledge transfer .................................................................................................... 26 8.2.1 Communication model ............................................................................................................. 26 8.2.2 Spiral model (knowledge creation).......................................................................................... 28 - iv - - The process of knowledge transfer - 8.2.3 Elicitation model (knowledge sharing) ................................................................................... 33 8.2.4 Kolb learning cycle .................................................................................................................... 34 8.2.5 Knowledge learning .................................................................................................................. 36 8.2.6 Knowledge leading .................................................................................................................... 37 8.3 Knowledge transfer and competitive advantage .......................................................................... 38 8.4 Influencing factors and barriers of knowledge transfer .............................................................. 39 PART THREE: RESEARCH STUDY 9. Methodology ........................................................................................................................................ 43 9.1 Research philosophy ........................................................................................................................ 43 9.2 Research approach ............................................................................................................................ 44 9.3 Data collection .................................................................................................................................. 44 9.4 Applied methods and conducting the research ............................................................................ 45 9.4.1 Questionnaire ............................................................................................................................. 46 9.4.2 Interview ..................................................................................................................................... 48 9.5 Trustworthiness of the research ..................................................................................................... 51 10. Results of the research study ......................................................................................................... 52 10.1 General information about knowledge and knowledge transfer ............................................. 52 10.2 Cases ................................................................................................................................................. 56 10.3 Main discussion ideas ..................................................................................................................... 68 10.3.1 Meetings.................................................................................................................................... 68 10.3.2 Tutoring methods.................................................................................................................... 69 10.3.3 Predict the future evolution of the work ............................................................................. 71 10.3.4 Behavioral knowledge ............................................................................................................. 71 10.3.5 Influencing factors .................................................................................................................. 74 10.3.6 Taking advantage of the opportunities in the company .................................................... 75 10.3.7 Key competence .....................................................................................................................