Some of the major challenges we face in evaluating knowledge
management (KM) outcomes are:
- Continuous process - KM is a continuous process and not a
one-time activity. The results of the KM initiatives may not be
immediate and may take considerable time to materialize. There is a
lag time between cause and effect. It becomes difficult to evaluate
KM results in such a scenario and attribute changes or results
directly to KM initiatives. Further, it is difficult to measure
results as described below.
- Defining parameters - The parameters to evaluate KM initiatives
are difficult to define. It can be highly subjective. It is not
necessary that KM leads to a direct impact on quantifiable measures
such as sales targets or revenue. In general, the measures evaluate
productivity improvements, changes in behavior etc. of employees
which are subjective parameters and depend on observer's
evaluation.
- Cost vs Results of Assessment - Since KM is a continuous
process and measurement is difficult, companies need to evaluate
the extra efforts (Cost) of evaluation vis-a-vis the results that
are expected. There are times when costs of these evaluations would
outweigh the benefits.