Abstract
M.Phil. (Information Management)
This study seeks to discover the efficiency of the current knowledge management toolkit for client
facing professionals in a professional services firm in South Africa (The PSF). The efficiency of the
toolkit determines the overall value of the knowledge management programme in the organisation.
The objective of the study conducted during 2016 as evaluation research was threefold. Firstly, to
determine how the current knowledge management toolkit was providing solutions to client facing
employees. Secondly, to identify what the gaps were in the current knowledge management toolkit.
Thirdly, to determine what needed to be implemented to improve the efficiency of the knowledge
management toolkit.
A pragmatism philosophy was used for this study because the research takes into account various
perspectives to interpret the data. The sample on whom this research was conducted was 30
participants who possess the following criteria: employees who work in client account teams,
employees who work on strategic and target clients, and employees who ensure client sustainability
for existing clients. Semi structured interviews were used to collect data to help determine which
knowledge management tools worked well, which tools were not working well, and what can be
included or improved on. This research gives an overview of how the knowledge management toolkit
was being used in The PSF and how it can be improved on in order to enhance client engagements
and provide a competitive advantage.
Evaluation of the toolkit overall depicts that the experience tool, one of eight tools in The PSF’s KM
toolkit, was the tool that added the most value to the organisation. The results of this research give
clear indication of areas of improvement which should be considered. Most significantly, the
collaboration tool was rated the least valuable to the organisation; however, it does have the potential
to increase its value by implementing the necessary recommendations. The study enabled the
organisation to strategically position the knowledge management toolkit towards adding value for
client engagements.