The Impact of People, Process and Technology on Knowledge Management

Abstract

This study attempts to enhance the function of airline companies through investigating the effects of people, process and technology on knowledge management (KM). The way an organization collects, shares and exploits this knowledge can be central to its ability to develop successfully. KM is a discipline that improves the ability of organizations to solve problems better, adapt, evolve to meet changing business requirements, and survive disruptive changes. Eight airline companies namely Boeing, Delta, JetBlue, Continental, Comair, Iran Air, Malaysian Airline and Firefly were selected and found for their need of improving the KM system. 101 questionnaires were distributed via non-probability sampling method among the employees of airline service companies based on their skills and experiences. Collected data was analyzed through factor analysis, reliability test and correlation of regression. The findings revealed that the process and technology have significant effects on KM.

Key words: Knowledge management, people, process and technology