Critical Success Factors in Knowledge Extraction at Knowledge Centres: Case Study of Jeddah State Municipality

Abstract

The study problem is surrounding KE (Knowledge Extraction) as it is the most important function of knowledge management as it contains knowledge creation, storage, transformation from tacit to explicit knowledge and providing knowledge to users in natural format. KE is a complex work that requires systematic mechanism through knowledge centers (KC). The importance of the study clarifies the vitality of KE in KC, which explain procedures, and challenges facing KC in public institutions. Objectives of the study include the explanation of KE essence in organizing  KC steps and propose practical model of KE in KC with exploration of critical success factors (CSF). Methodology of the study selected case study method of KC in Jeddah Municipality as this case is one of few practical advanced applications in KM to accomplish the strategic goals and contribute directly to develop, grow and improve performance. The study used questionnaire as explorative descriptive approach for a sample of 102 from experts, and users in the KC of Jeddah Municipality. Results are statistically significant parameters found KE is a vital function of KM in public institutions, besides the study established major CSF in KE of KC that dictates to provide top management support especially in disseminating knowledge culture and staff motivation to create knowledge and to transform tacit knowledge to explicit knowledge and to apply quality standards to bond knowledge to achieving organization strategy and goals. The study proposed a model which illustrates three levels of application in KC to facilitate knowledge extraction.