• Asia-Pacific Journal of Business
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• v.3 no.1
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• pp.39-47
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• 2012

Organizations pursue a CRM strategy for the purpose of increasing business performance and value. However, firms face a multitude of organizational challenges associated with this endeavor. To reduce their risk of failure, it is suggested that firms undertake a deep analysis of organizational readiness prior to committing to a CRM initiative. Insurance sector is no exception to this fact. There is an increased need to concentrate on the various challenges thrown open by the public insurance firms in implementing CRM. Many insurance firms have invested into customer driven CRM but research indicates varying outcomes (Schmith 2004). While it is clear that there are significant issues involved in the CRM implementation and success and environment faced by the public sector. It is clear that business should have an easier time in applying CRM systems is the strategic value for public sector. With customers demanding more service and accessibility from administrators, public sector CRM software technologies have to offer best solutions for achieving process and cost objectives (Souder 2001). With results which go far beyond improved service delivery and include sustained cost reductions, increased customer knowledge and better employee morale, CRM software implementation and post product environments offer great upside value. Although there are material differences in public sector use of CRM strategy, they share at least one glaring similarity - they have much to gain from proven CRM software technology. As business methods cross over in the public sector, many government bodies are investigating how they can adopt and adapt various CRM models (Bleyer 2003). There is a need to understand the similarities and differences in public sector CRM to foster shared knowledge, business processes and planning functions to integrate disparate technologies and software platforms and then, of course, the organizational culture to support knowledge sharing (Peters 1997). For the public sector, there are clearly identified CRM processes which have resulted in increased profits and improved efficiency. These have focused on sales, marketing and customer service activities, which often operate along fundamentally different lines in various public sector insurance companies. Thus the present research paper makes an attempt to explore how public sector CRM methods can be adopted and subsequently adapted.

• Knowledge Management Research
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• v.1 no.1
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• pp.1-18
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• 2000

Knowledge management has recently emerged as an appealing subject in management literature. Although its history is short, it can benefit greatly from the long history of other related disciplines in building its theories. Innovation, organizational learning, knowledge creation, organizational capability building, technology transfer and network, information technology, organizational behavior, and intellectual capital are the disciplines that have accumulated theories related to knowledge management. This paper first presents a conceptual framework that integrates three dimensions: the characteristics of knowledge (tacit and explicit), knowledge process (acquisition, creation, diffusion, storing, measurement, and application of knowledge), and the unit of analysis (individual, organization, sector, and nation). The conceptual framework produces a number of cells that need to be filled by new theories in order to understand knowledge management better. It then reviews existing theories available in the related disciplines that may be used as building blocks in constructing new theories for these cells. Finally, based on the theories available in other disciplines, the paper suggests a set of future research directions for knowledge management at the level of individual, organization, sector, and nation.

• 한국디지털정책학회:학술대회논문집
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• 2004.05a
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• pp.151-165
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• 2004

In this paper we would like to provide a help to implementing KMS(Knowledge Management System) in public sector. For this purpose, we set up five contingency environmental factors and three process factors of knowledge management. And then investigates affecting factors effect on the performance of KMS in public sector by empirical study. A field survey of public officers in Korea local government was conducted. Complete data for 333 KMS users was analyzed to determine relationship of the research constructs. The system of evaluation and compensation is the most important factor effects on the process of KM and the performance of KMS. These results provide empirical evidence that supports the necessity of rational motivation systems does lead to effective implementation of KMS in public sector.

• Journal of Digital Convergence
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• v.2 no.1
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• pp.113-126
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• 2004

In this paper we would like to provide a help to implementing KMS(Knowledge Management System) in public sector. For this purpose, we set up five contingency environmental factors and three process factors of knowledge management. And then investigates affecting factors effect on the performance of KMS in public sector by empirical study, A field survey of public officers in Korea local government was conducted. Complete data for 333 KMS users was analyzed to determine relationship of the research constructs. The system of evaluation and compensation is the most important factor effects on the process of KM and the performance of KMS. These results provide empirical evidence that supports the necessity of rational motivation systems does lead to effective implementation of KMS in public sector.

• Journal of Information Management
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• v.42 no.1
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• pp.199-219
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• 2011

Currently, managers and researchers have come to recognize the importance of knowledge as an asset to the organization. Knowledge Management System (KMS) is developed as a tool to manage the organizational knowledge. A significant literature about Knowledge Management in the private, but not public sector. The purpose of the study is to analyze the influencing factors for KMS utilization in a public sector, Jeju Provincial Government Organization. This study performed an empirical research on factors that affect the use of KMS using Knowledge Management system capability and individual & organizational capability criteria. Survey was conducted with 150 employees from Jeju Provincial Government Organization. The Results show that an ability to create knowledge, and knowledge infrastructure are significant factors in determining the level of usage of Knowledge Management system. In particular, the most important factor that influences the usage of Knowledge Management is knowledge creation. and then knowledge infrastructure. The result also shows that the usage of KMS is affected by management's support willingness.

• Knowledge Management Research
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• v.4 no.2
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• pp.79-94
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• 2003

This paper explores the features, patterns and strategies of innovation in knowledge intensive service (KIS) suppliers in Korea. It was found that characteristics of service innovation and manufacturing innovation tend to converge. Also, diverging elements were found particularly in organizational dimension in the innovation of the service sector. Investigation into the case of information and communication technology (ICT) services revealed that KIS suppliers are active in innovation. They obtained ideas required for their innovations from their knowledge activities inside firms and in the process of interaction with user firms. Large KIS suppliers are to a great extent interested in R&D for innovation, while small and medium suppliers are interested in developmental work. Weak knowledge flow was found between KIS suppliers and the public sector like universities and public research institutes.

• Journal of Digital Convergence
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• v.18 no.6
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• pp.187-196
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• 2020

We tried to do research on main views(risk and knowledge-based) and propose user knowledge as a factor to be managed in order to strengthen the performance. This study empirically analyzed the user-related and project management risk that affect the IT project performance, and verified user knowledge as a moderating variable. The survey was conducted for respondents who have experience on IT Project of public sector and data were analyzed by Smart PLS 3.0. The results show that low user-related and project management risks have a positive effect on performance. In addition, user knowledge has been shown to enhance the impact of two risks on performance. These findings are meaningful in that they emphasize the importance of user knowledge in public-sector IT projects, as well as the repeated verification of integrated research results.

• Informatization Policy
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• v.17 no.1
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• pp.78-101
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• 2010

Unlike knowledge sharing or knowledge transfer, knowledge protection has received little attention in the literature. Knowledge protection play a very important role in keeping organization competitive. This study explores the differences in knowledge protection between public and private organizations by T-test and regression analysis. The results of this study shows that the level of knowledge protection in public organizations is lower than that in private organizations. There is even larger difference in the level of access to key knowledge from outside between the two sectors. Such difference can be explained by the unique characteristics of public sector organizations. Understanding why the level of knowledge protection differs between the public and private sector is very important. This study presents lessons and implications for management leadership.

• Proceedings of the Technology Innovation Conference
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• 1999.12a
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• pp.197-215
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• 1999

With the advent of knowledge-based economy and information society, information and telecommunications(IT) industry is reckoned as the crucial sector for the creation and diffusion of technological knowledge. In this study, we analyze the process of 'industrialization of IT'and 'informatization of industries' based on the technology linkage structure, or technological knowledge network. The former is defined as the process whereby IT industry absorbs technological knowledge from other industries to grow as an independent industrial sector. The latter is defined as the process whereby other industries adopt IT technology to enhance productivity and upgrade industrial structure, We employ the R&D stock as a proxy for technological knowledge of respective industries and measure the flow of technological knowledge between industries in terms of I/O relationship. By applying the network analysis, we examine the changing pattern of technology linkage structure of the Korean industry throughout the years from 1983 to 1997. Some policy implications are presented based on the findings from the analysis.

• Korean System Dynamics Review
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• v.17 no.3
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• pp.51-90
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• 2016

Learning is naturally embedded in organizational ongoing-processes and routines. Recent many research models of organizational failure ignore how failing masks breakdowns and recoveries of organization-embedded learning as a naturally occurring process. Organizational learning is the platform in tandem with base-modules of organization in this point. Organizations learn and unlearn while they acquire, discard, and forget organizational experiences or knowledges. These processes in public sector organizations are different from learning behaviors in private sector. This study expects to explore architectural components of learning organization in public sector, focusing on distinct characteristics of public organizations, and to implement learning model based on system thinking(system dynamic) approach.