What Does Industry Really Want in a Knowledge Management System? A Longitudinal Study of Taiwanese Case

This paper depicts a longitudinal investigation of knowledge management system development from industrial perspectives. Snapshots on three surveys (2002, 2006, and 2010) of Taiwanese companies were conducted and compared, which is to explore the perceived understandings and requirements for the applications of a knowledge management system.From the surveys, it was found that the most useful applications were document management, knowledge search and retrieval, and knowledge repository and map. The emerging applications were expert management, document security, and knowledge automation such as auto-classification, auto-abstract and auto-keyword generation. The most wanted services along with KMS were consulting service, success story-sharing, and modularization while deploying knowledge management system in the enterprises. The trends and transformation of a KM system were also collected and analyzed. We suggest that a company should use different knowledge management approach according to its corporate main business function. Combing intellectual capital theories proposed by other researchers, we categorize knowledge management focus as staff-centric, system-centric, and customer-centric knowledge from industrial perspectives.