A Case Study on the Critical Success Factors for Knowledge Management Implementation

Many organizations face significant challenges in implementing KnowledgeManagement (KM) during and after a pandemic.In the pandemic era, KM can be used to boost organizational resilience against pandemic-related disruptions.Using KM during a pandemic will assist organizations in maintaining operations and continuing to provide services to customers.The aim of this study is to assess (evaluate) KM factors that have been successfully implemented in a company or organization.Thematic Analysis (TA) method was chosen as the primary technique to analyze qualitative research and the interpretive structure modeling (ISM) method will be used in this study to analyze the implementation of Critical Success Factors (CSF) for KM at bank XYZ.Based on the findings seven CSFs were identified as the result of thematic analysis, namely: leadership, organizational culture, technology, organizational structure, KM strategy, employee training and education, and team working.As a result of the findings in ISM analysis, leadership (CSF1) is one of the most important determinants of success factor in implementing a KM strategy at XYZ bank.As well as recommendations for implementing KM elsewhere during or after a pandemic, seven CSF must be considered during the conceptualization, design, and implementation stages of the program KM. Prior to implementation, managers (leaders) should create a proper plan such a responsible change management plan in order to prevent these failures.