e-KM planning on QFD methodology

Abstract

This paper is a study about identifying core knowledge management (KM) practices, revealing what the strategic KM planning is like in a new business landscape. In determining core KM practices, this study takes all into consideration that (1) internal capabilities and external environment of an organization are not static, rather, they have been changing continuously in an unpredictable way, (2) business strategy of an organization are time-dependent and changeable according as how internal capabilities and external environment are changing, and (3) core KM practices and their importance rates should be closely related with business strategy. Here, I introduce quality function deployment (QFD) methodology, which has been developed in the context of total quality management (TQM). Using QFD application, this study presents (1) how internal capabilities and external environment influence business strategies and (2) how core KM practices contributes business strategies. I illustrate the use and utility of the approach through a specific organization example addressing LG eshop, Korean No.1 online shopping mall, which addresses many factors widely considered in e-business and KM. This methodology will provide readers with a context for understanding the relationship between business strategy and KM practices in a clear and tangible way.