Implementing KM programmes using fuzzy QFD

In this study, a knowledge management (KM) model is deconstructed in terms of KM processes and KM enablers. By utilising the deployment technique in quality function deployment (QFD) and fuzzy set theory, a novel fuzzy QFD is applied to analyse and assess the relationships between the KM process and KM enablers and prioritise the KM enablers that assist in the implementation of the KM programme at a case company. The analytical results for fuzzy QFD indicate that the priority of KM enablers for the case company is as follows: having a standardised reward system for sharing knowledge; using technology that allows the case company to retrieve and use knowledge related to its products, processes, markets, and competition; encouraging high levels of participation of employees when capturing and transferring knowledge; and having an organisational structure that facilitates the discovery and creation of new knowledge. These four items of KM enablers must be reinforced to facilitate the KM process for the case company implementing its own KM programme.