Organizational transformation through Knowledge Management An Internship at Luxembourg-Slovenian Business Club Diogo Mendes Silva Internship report presented as partial requirement for obtaining the Master Degree in Information Management, with a specialization in Knowledge Management and Business Intelligence i LOMBADA MGI 2 017 Organizational transformation through Knowledge Management Diogo Mendes Silva An Internship at Luxembourg-Slovenian Business Club MGI i i NOVA Information Management School Instituto Superior de Estatística e Gestão de Informação Universidade Nova de Lisboa ORGANIZATIONAL TRANSFORMATION THROUGH KNOWLEDGE MANAGEMENT: An Internship at Luxembourg-Slovenian Business Club by Diogo Mendes Silva Internship report presented as partial requirement for obtaining the Master Degree in Information Management, with a specialization in Knowledge Management and Business Intelligence. Advisor: José Borbinha, PhD Internship Mentor: Nataša Zajec November 2017 ii ACKNOWLEDGEMENTS para João Correia, para Rodrigo Lorena,para Filipe Marques, para Gonaçalo Fraga, para João Jaime, para João Fernandes, para Maria Oliveira, para Miguel Oliveira, para Rita Filipa, para Inês Oliveira, para Sara Marques, para Verónica Santos, para Vera Varela, para João Bastos, para Ivo Mateus, para Inês Anacleto para Nataša Zajec, para Iztok Petek para o meu Coordenador, Ex.º Dr. Prof. José Borbinha para Margarida, para Nala para a minha família Por toda a vossa paciência e ajuda iii ABSTRACT The purpose of this report is to describe a five month internship that the student did at the Slovenian non-profit organization Luxembourg-Slovenian Business Club (LSBC). This internship report stands as partial requirement for obtaining the Master Degree in Information Management with specialization in Knowledge Management and Business Intelligence. Methodologies and the framework followed were largely based on knowledge acquired through the guidance of Nova IMS Information Management Master. The main objective of this internship was to better understand the impact of information on a business context and how to foment a knowledge-based environment. In-depth, the aim was determining the information flow as it stands, identify bottlenecks and help growing a knowledge creation culture while shortening the gap inside the organization and between the organization and its members (both individuals and organizations). The main areas affected by this internship were Knowledge Management, Information Systems and Enterprise 2.0. This report starts by giving an introduction to context and goals where the internship is inserted upon, followed by a detailed description of the background of the organization itself. After this section, it follows literature background focused on Knowledge Management areas - all subjects that were relevant for the internship practical work. Subsequently, an explanation of the of internship objectives and the path to achieve them is further discussed. Also, a presentation of the completed tasks results, followed by a critical opinion about them. Finally, possible future work endeavours that can follow up this project are then present as well as a pragmatic reflexion of the internship. As a result of this report, improvements in information handling and some applied methodologies regarding Knowledge Management will be integrated in the organization. Hopefully, it will also bring to this organization new opportunities to develop business, to establish new partnerships while simultaneously expanding LSBC network of contacts. KEYWORDS Communication and Collaboration; Digital Asset Management; Knowledge Management; Information Systems; Enterprise 2.0 iv INDEX 1. Introdution .................................................................................................................... 1 2. Internship context ........................................................................................................ 2 3. Justification for the internship ..................................................................................... 4 4. Literature review .......................................................................................................... 5 4.1. Knowledge Management ...................................................................................... 5 4.1.1. Knowledge-based ecomony ........................................................................... 5 4.1.2. Knowledge hierarchy ...................................................................................... 6 4.1.3. Knowledge creation ........................................................................................ 8 4.1.4. Knowledgment Management (KM) .............................................................. 11 4.1.5. Knowledge Management Systems ............................................................... 13 4.1.6. KM Critical Success Factors .......................................................................... 14 4.2. Information Systems............................................................................................ 16 4.2.1. Definition ...................................................................................................... 16 4.2.2. Classification ................................................................................................. 18 4.2.3. Frameworks and strategy ............................................................................. 19 4.2.4. Debate .......................................................................................................... 21 4.3. Enterprise 2.0 ...................................................................................................... 21 4.3.1. Definition ...................................................................................................... 21 4.3.2. Enterprise 2.0 technologies: blank SLATES .................................................. 22 4.3.3. Collaborative technologies ........................................................................... 23 4.3.4. Benefits and challenges ................................................................................ 24 5. Problem analysis ......................................................................................................... 26 5.1. Communication And Collaboration ..................................................................... 27 5.2. Digital Asset Management .................................................................................. 29 5.3. Customer Relationship Management ................................................................. 32 6. Solution ....................................................................................................................... 33 6.1. Communication And Collaboration ..................................................................... 34 6.1.1. Communication ............................................................................................ 34 6.1.2. Collaboration ................................................................................................ 44 6.2. Digital Asset Management .................................................................................. 46 6.2.1. Folder strutucture ........................................................................................ 48 6.2.2. Naming convention ...................................................................................... 48 6.2.3. Sharing and privacy policies ......................................................................... 49 6.2.4. Synchronization and backup ........................................................................ 50 6.2.5. Migration of documents ............................................................................... 51 6.2.6. Google Photos .............................................................................................. 51 6.3. LSBC customer relationship management .......................................................... 52 6.3.1. Business cards............................................................................................... 52 6.3.2. CRM integration ........................................................................................... 55 7. Conclusion and future work ....................................................................................... 56 7.1. Considerations for the future .............................................................................. 57 7.2. Issues for future research .................................................................................... 57 8. Bibliography ................................................................................................................ 59 9. Annexes ...................................................................................................................... 64 v FIGURE INDEX Figure 2.1 – LSBC logo ................................................................................................................ 2 Figure 2.2 – LSBC organization chart .......................................................................................... 3 Figure 4.1 – DIKW hierarchy (Clark, 2004) ................................................................................. 7 Figure 4.2 – SECI process (Nonaka & Konno, 1998) ................................................................. 10 Figure 4.3 – Knowledge Management context (Cawthorne, 2009) ......................................... 11 Figure 4.4 – Types of KMS (Laudon & Laudon, 2009) .............................................................