International Journal of Public Sector Management, 2021
Purpose-This paper considers the potential of social media for developing public services. The pa... more Purpose-This paper considers the potential of social media for developing public services. The paper approaches social media as a context that can provide information that might otherwise be unattainable. The focus of analysis is on a special hard-to-reach group of marginalized youths who appear to have isolated themselves from society.
Design/methodology/approach-The authors answer the question: How can the experiences of socially withdrawn youth as shared on social media be used to enrich the knowledge base relating to the initiation phase of co-creation of public services? The data retrieved from the Finnish discussion forum are analyzed using the combination of unsupervised machine learning and discourse analysis.
Findings-The paper contributes by outlining a method that can be applied to identify expertise-byexperience from digital stories shared by marginalized youths. To overcome the challenges of making socially withdrawn youths real contributors to the co-creation of public services, this paper suggests several theoretical and managerial implications.
Originality/value-Co-creation assumes an interactive and dynamic relationship where value is created at the nexus of interaction. However, the evidence base for successful co-creation, particularly with digital Citizens as initiators of co-creation
Literature on performance management in hybrid organisations remains lacking, even though they in... more Literature on performance management in hybrid organisations remains lacking, even though they increasingly are providing public services. This study created new knowledge on performance management in hybrid organisations by answering a question that addressed what kinds of challenges are in hybrid organisation’s boundary-crossing performance dialogues. Boundary-crossing performance dialogues here refer to performance management discussions between representatives of public and private sector organisations forming the hybrid. To answer the proposed question, a case study approach based on interviews and documents was chosen. Using inductive content analysis, the study identified several challenges that occurred during the boundary-crossing dialogues. This contributes to existing research on performance management in hybrid organisations. For practitioners, the results provide insights for tackling the specific problems of performance management in hybrid organisations.
The purpose of this paper is to propose a definition for dialogic performance management and inve... more The purpose of this paper is to propose a definition for dialogic performance management and investigate the managerial choices that dialogic performance management necessitates from public managers.
Tietojohtaminen ja tiedolla johtaminen ovat viime vuosikymmenen aikana nousseet huomattavaan rool... more Tietojohtaminen ja tiedolla johtaminen ovat viime vuosikymmenen aikana nousseet huomattavaan rooliin suomalaisessa julkista hallintoa käsittelevässä keskustelussa. Tietojohtamisen juuret ovat tietoperustaisessa organisaatioajattelussa ja tarkastelukulma on useimmissa tapauksissa yksittäinen yritys. Tietojohtamisen opit ovat kuitenkin sovellettavissa myös julkisella sektorilla, mutta tässä tapauksessa on tärkeää tarkastella koko sitä julkista palvelujärjestelmää, joka luo puitteet yksittäisten organisaatioiden toiminnalle. Mikäli tietojohtamista tarkastellaan vain yhden organisaation tai toimialueen näkökulmasta, on vaarana, ellei jopa todennäköistä, että tietojohtamisen kehittäminen kompastuu juuri niihin samoihin ongelmiin, kuin mitä sillä lähtökohtaisesti yritetään ratkaista. Tästä syystä tämä artikkeli tarkastelee tietojohtamisen kehitystä Suomessa sekä kansallisesta näkökulmasta että paikallishallinnon kehityskaaren kautta. Tavoitteena on kuvata se laajempi viitekehys, jossa yksittäisten organisaatioiden tietojohtamista toteutetaan. Artikkeli kontribuoi paitsi tietojohtamisen myös hallintotieteen keskusteluun, jossa tietoperustaisella päätöksenteolla ja sen valmistelulla on viime vuosina ollut yhä korostetumpi rooli.
International Journal of Multidisciplinary Perspectives in Higher Education, 2021
This study aims to gain a deeper understanding of knowledge transfer as an outcome of transnation... more This study aims to gain a deeper understanding of knowledge transfer as an outcome of transnational education. Based on the case of a Finnish–Vietnamese transnational education program, this paper analyzes the role of students as knowledge mediators between the study program, students’ personal development and work life. Although students should play a critical part in learning and transferring knowledge between study and work life in theory, it seems that in practice, their role might be rather limited and passive. While multiple external factors affect learning and knowledge transfer, students’ prior knowledge, skills and experience were found to be more significant factors, which teachers and program designers should carefully consider while promoting stronger participation. This paper contributes to the discussion on transnational higher education by elaborating students’ changing role as knowledge transferors and transferees and by bringing the students’ voice to the debate on the outcomes and impacts of transnational higher education.
This article discusses the dynamics of knowledge management in the specific contexts of hybridity... more This article discusses the dynamics of knowledge management in the specific contexts of hybridity and organisational fluidity. The aim is to recognise areas in which knowledge management theory and practice need to be rethought and subsequently develop a new kind of strategic thinking. The article argues that dominant knowledge management approaches see and analyse the world from the perspective of an individual organisation, which hinders the development of new approaches. We consider that knowledge-based value creation takes place “betwixt and between” organisations and that we need new ways of conceptualising the phenomenon. Hence, we suggest that hybridity-oriented and individualistic knowledge strategies serve as mental models that could broaden the scope of knowledge management by offering a new type of interpretation framework for understanding and analysing how knowledge can be turned into value.
This article analyses national policies, strategies, and programmes formulating knowledge managem... more This article analyses national policies, strategies, and programmes formulating knowledge management as a factor of national-level competitiveness. The article analyses a project, which aims to develop a service operator responsible for collecting and co-ordinating well-being data on the Finnish population. We present an in-depth analysis of an almost ten-year period in Finland, which is one of the leading societies in terms of public sector efficiency and governance. The article calls for a major shift in perspective and shows how hybridity of institutional logics significantly guides the perception of knowledge management, the measures taken and the development and selection of concrete methods and tools in knowledge management. We see the essence of public sector knowledge management in a combination of national-level knowledge governance and processes, where public institutions, private organisations and third-sector actors create, store and utilise a shared information base to convert knowledge into action in their everyday operations.
The literature acknowledges the importance of interpretative processes, discussion and organizati... more The literature acknowledges the importance of interpretative processes, discussion and organizational learning in public performance management, but a knowledge gap remains concerning the mechanism of performance dialogue. To fill this gap, the article studies the principles of performance dialogue and collaborative performance management in public administration.
The study examines how the utilisation of a new performance measurement system (PMS) influences s... more The study examines how the utilisation of a new performance measurement system (PMS) influences supply chain management (SCM) and what kind of impacts the new system has on the performance of the supply chain. The paper utilises a longitudinal research setting where the data was gathered in two semi-structured interview studies after an action research project in which a new measurement system was designed and developed. The findings show how a PMS serves as a catalyst of inter-organisational knowledge transfer and promotes shared learning. The results also show how knowledge transfer and shared learning led to improved performance of the supply chain. The paper contributes by opening up the practical mechanisms through which performance measurement provides value for SCM and by showing how inter-organisational transfer of performance information catalyses learning and performance improvement. The paper looks beyond the design of performance measures and provides a view on the practice of supply chain performance management. The paper illustrates how sharing performance information amongst supply chain companies improves managers’ awareness of shared targets and the status of network operations. This also resulted in improved performance in the studied case network. Overall, the results encourage organisations to engage in network-level performance measurement and share performance information with their network partners.
Purpose
– The purpose of this paper is to elaborate the connections between an organizati... more Purpose – The purpose of this paper is to elaborate the connections between an organization’s knowledge management and growth management strategies. The study shows how knowledge management can support organizations’ growth objectives.
Design/methodology/approach – The paper first connects the literature streams of growth management and knowledge management. This conceptual understanding about growth-oriented knowledge management is then advanced through an exploratory case study of a company aiming at rapid growth in the construction industry.
Findings – The paper recognizes two knowledge perspectives to growth management. First, the perspective of knowledge assets concerns whether an organization has the needed knowledge resources to enable growth. Second, to make informed decisions, the management needs relevant and up-to-date information. From these viewpoints, the paper derives the case-specific cornerstones of growth-oriented knowledge management and suggests some paths forward in terms of future research.
Practical implications – Although growth strategy defines an organization’s growth aims and clarifies how the intended growth will be attained, knowledge strategy takes a stand on the needed knowledge assets and paints a path from the existing knowledge base to a state where organization’s knowledge assets enable reaching of its business goals. The paper helps practitioners to plan growth-oriented knowledge management strategies.
Originality/value – The paper contributes by extending the analysis of knowledge strategy to growth management and by providing a practical illustration of the development process where knowledge was put into prime focus of organization’s growth strategy. The paper also provides original data and perspective to the roles and interaction of the board and the management team in the case of growth management.
New Ways of Working (NewWoW) refers to a novel approach for improving the performance of knowledg... more New Ways of Working (NewWoW) refers to a novel approach for improving the performance of knowledge work. The purpose of this paper is to seek innovative solutions concerning facilities, information technology tools and work practices in order to be able to “work smarter, not harder.” In order to develop work practices toward the NewWoW mode there is a need for an analytical management tool that would help assess the status of the organization’s current work practices and demonstrate the impacts of development initiatives. This paper introduces such a tool.
The paper studies the implications of structural change for organisational knowledge flows. A qua... more The paper studies the implications of structural change for organisational knowledge flows. A qualitative case study was carried out in two vocational education and training organisations in Finland in order to recognise how the system-level structural change has been perceived by the education managers. The paper aims to bridge a research gap in knowledge management in situations of changing organisation structures. The results reveal that the externally driven structural change has led to concurrent and somewhat conflicting organisation structures leading to distortion of knowledge flows. Administrative Bureaucracies, team adhocracies and professional autonomies favour different structures and knowledge flows. The results also show that the integration of smaller organisations into large administrative entities further complicates the flow of knowledge and amplifies management challenges relating to concurrent structures. The paper calls for better integration of knowledge management into the strategic management of knowledge-intensive education organisations. The findings provide practical support for the management of previously independent education institutes to confront the structural change towards regional and geographically dispersed actors. More generally, the discussion contributes to the discussion on managing growing knowledge-intensive organisations and knowledge work.
Measuring Business Excellence; Special issue Performance improvement in the 21st century , Jul 2015
This special issue consists of revised papers originally presented during the 9th International F... more This special issue consists of revised papers originally presented during the 9th International Forum on Knowledge Asset Dynamics (IFKAD) conference organized in June 2014 in Matera, Italy. IFKAD is an international leading event in the research and management of intellectual capital (IC) and intangible assets as well as knowledge-based value creation patterns. The specific aim of the 9th IFKAD was to discuss management models for sustainable growth. This particular special issue focuses on performance improvement. The papers address the intersections of performance management and knowledge management disciplines. The role of knowledge in performance management is at least two-dimensional. First, knowledge is a resource that is argued to yield sustainable competitive advantage (Barney, 1991; Grant, 1996; Spender, 1996). Second, information and knowledge form a basis for decision-making and management control (Choo, 1996; Anthony, 1965; Otley, 1999). With these two complementary perspectives knowledge management provides an essential tool for improving organizational performance in the twenty-first century. In order to provide valid management models, tools and techniques to overcome the challenges of modern service-oriented and knowledge-driven societies we need to carefully consider the phenomenon of knowledge-based value creation (cf. Laihonen and Lönnqvist, 2010; Schiuma, 2012). How is knowledge utilized and turned into value in different contextual settings? This question concerns the underlying phenomenon we need to understand before proceeding to management solutions. The phenomenon is evolving together with society and our understanding. This editorial is organized into three parts that are essential for managing performance: 1) a conceptual understanding of the value creation processes, 2) managerial frameworks and practices for coping with the phenomenon, and 3) concrete managerial tools to support management (cf. Lönnqvist and Laihonen, 2013; Carillo et al., 2014)
This paper looks at a little-studied question: what are the strategic choices behind the selectio... more This paper looks at a little-studied question: what are the strategic choices behind the selection and implementation of performance measurement practices in public sector entities? The paper presents a new strategy framework which provides a structured approach to the many options available for measuring performance effectively. The framework is primarily intended for large public sector organizations, such as municipalities, but will also be useful in smaller entities.
This paper investigates the implications of the networked and open nature of the service business... more This paper investigates the implications of the networked and open nature of the service business on performance measurement. The literature has acknowledged that the value of service is increasingly produced by service systems but solutions for measuring the performance of a service system are still lacking.
International Journal of Business Performance Management
This paper analyses the contextual differences of service operations with the aim to widen unders... more This paper analyses the contextual differences of service operations with the aim to widen understanding about performance measurement in services. Recent research considers service management from many viewpoints like marketing and operations management, and also the importance of performance management in service context has been recognised. The literature illustrates the variety of service environments and operations with classifications that differentiate management concerns in different types of services. However, the practical implication of service contingencies on performance measurement practice is less studied. To address this gap in the literature, this paper studies empirically three different contexts of knowledge-intensive services, public services and industrial services. Qualitative multiple-case approach is applied. As a result, the paper shows how service contingences affect performance measurement in service operations.
A health system has various knowledge structures enabling its knowledge resources to be efficient... more A health system has various knowledge structures enabling its knowledge resources to be efficiently applied. The literature has covered the management of clinical health information fairly extensively, but less is known about managerial knowledge flows. To address this knowledge gap, a regional health system in Finland is studied and managerial knowledge flows categorized in order to provide a better understanding of the inter-organizational knowledge networks of a health system. The paper contributes by illustrating and concretizing the knowledge dynamics of a health system. The empirical examination reveals the complexity of managerial knowledge flows and identifies three main categories of these: (1) national information steering, (2) regional information steering, and (3) internal control information. These categories are further elaborated with the data gathered through observation, interviews, and process modelling. A better nderstanding and management of knowledge flows is expected to have a positive effect on the performance of the health system.
Because of the increasing cooperation of actors in public service systems, the evaluation of serv... more Because of the increasing cooperation of actors in public service systems, the evaluation of service outcomes involves a complex set of information sources and processes. Organization-specific evaluation practices yield only a partial picture of the effectiveness of services. To address this issue, the paper studies the information processes in the context of Finnish social services and analyzes knowledge-related problems in system-level performance measurement. As a result, this paper proposes that more systematic knowledge management is needed in order to provide valid information on the effectiveness of public welfare services. The findings contribute to the study, analysis, and implementation of knowledge management in the public domain. We further provide a discussion relating to the challenges in measuring service effectiveness of information processes with respect to gathering, combining, and presenting performance information. This research adds to the literature by presenting a system-level analysis of information flows and pinpointing the most crucial disconnects with respect to these flows. The results that we present have clear implications for strategic and political decision-making.
The purpose of this paper is to report top management’s view of knowledge management in an educat... more The purpose of this paper is to report top management’s view of knowledge management in an educational organization. The paper also recognizes the main knowledge-based development areas. The aim of this paper is to bridge a knowledge gap regarding managerial processes that support teachers in their diverse knowledge tasks; gathering, creating, sharing and explicating knowledge.
The purpose of this paper is to identify practical ways to overcome the specific performance meas... more The purpose of this paper is to identify practical ways to overcome the specific performance measurement challenges of knowledge-intensive organizations. By reviewing performance measurement, service management and human resources management literature the paper recognizes two aspects that are crucial for the success of knowledge-intensive organizations: the performance and well-being of individual knowledge workers and the ability to provide value for the customer. The authors evaluate three measurement solutions for measuring these aspects, in three empirical settings.
International Journal of Public Sector Management, 2021
Purpose-This paper considers the potential of social media for developing public services. The pa... more Purpose-This paper considers the potential of social media for developing public services. The paper approaches social media as a context that can provide information that might otherwise be unattainable. The focus of analysis is on a special hard-to-reach group of marginalized youths who appear to have isolated themselves from society.
Design/methodology/approach-The authors answer the question: How can the experiences of socially withdrawn youth as shared on social media be used to enrich the knowledge base relating to the initiation phase of co-creation of public services? The data retrieved from the Finnish discussion forum are analyzed using the combination of unsupervised machine learning and discourse analysis.
Findings-The paper contributes by outlining a method that can be applied to identify expertise-byexperience from digital stories shared by marginalized youths. To overcome the challenges of making socially withdrawn youths real contributors to the co-creation of public services, this paper suggests several theoretical and managerial implications.
Originality/value-Co-creation assumes an interactive and dynamic relationship where value is created at the nexus of interaction. However, the evidence base for successful co-creation, particularly with digital Citizens as initiators of co-creation
Literature on performance management in hybrid organisations remains lacking, even though they in... more Literature on performance management in hybrid organisations remains lacking, even though they increasingly are providing public services. This study created new knowledge on performance management in hybrid organisations by answering a question that addressed what kinds of challenges are in hybrid organisation’s boundary-crossing performance dialogues. Boundary-crossing performance dialogues here refer to performance management discussions between representatives of public and private sector organisations forming the hybrid. To answer the proposed question, a case study approach based on interviews and documents was chosen. Using inductive content analysis, the study identified several challenges that occurred during the boundary-crossing dialogues. This contributes to existing research on performance management in hybrid organisations. For practitioners, the results provide insights for tackling the specific problems of performance management in hybrid organisations.
The purpose of this paper is to propose a definition for dialogic performance management and inve... more The purpose of this paper is to propose a definition for dialogic performance management and investigate the managerial choices that dialogic performance management necessitates from public managers.
Tietojohtaminen ja tiedolla johtaminen ovat viime vuosikymmenen aikana nousseet huomattavaan rool... more Tietojohtaminen ja tiedolla johtaminen ovat viime vuosikymmenen aikana nousseet huomattavaan rooliin suomalaisessa julkista hallintoa käsittelevässä keskustelussa. Tietojohtamisen juuret ovat tietoperustaisessa organisaatioajattelussa ja tarkastelukulma on useimmissa tapauksissa yksittäinen yritys. Tietojohtamisen opit ovat kuitenkin sovellettavissa myös julkisella sektorilla, mutta tässä tapauksessa on tärkeää tarkastella koko sitä julkista palvelujärjestelmää, joka luo puitteet yksittäisten organisaatioiden toiminnalle. Mikäli tietojohtamista tarkastellaan vain yhden organisaation tai toimialueen näkökulmasta, on vaarana, ellei jopa todennäköistä, että tietojohtamisen kehittäminen kompastuu juuri niihin samoihin ongelmiin, kuin mitä sillä lähtökohtaisesti yritetään ratkaista. Tästä syystä tämä artikkeli tarkastelee tietojohtamisen kehitystä Suomessa sekä kansallisesta näkökulmasta että paikallishallinnon kehityskaaren kautta. Tavoitteena on kuvata se laajempi viitekehys, jossa yksittäisten organisaatioiden tietojohtamista toteutetaan. Artikkeli kontribuoi paitsi tietojohtamisen myös hallintotieteen keskusteluun, jossa tietoperustaisella päätöksenteolla ja sen valmistelulla on viime vuosina ollut yhä korostetumpi rooli.
International Journal of Multidisciplinary Perspectives in Higher Education, 2021
This study aims to gain a deeper understanding of knowledge transfer as an outcome of transnation... more This study aims to gain a deeper understanding of knowledge transfer as an outcome of transnational education. Based on the case of a Finnish–Vietnamese transnational education program, this paper analyzes the role of students as knowledge mediators between the study program, students’ personal development and work life. Although students should play a critical part in learning and transferring knowledge between study and work life in theory, it seems that in practice, their role might be rather limited and passive. While multiple external factors affect learning and knowledge transfer, students’ prior knowledge, skills and experience were found to be more significant factors, which teachers and program designers should carefully consider while promoting stronger participation. This paper contributes to the discussion on transnational higher education by elaborating students’ changing role as knowledge transferors and transferees and by bringing the students’ voice to the debate on the outcomes and impacts of transnational higher education.
This article discusses the dynamics of knowledge management in the specific contexts of hybridity... more This article discusses the dynamics of knowledge management in the specific contexts of hybridity and organisational fluidity. The aim is to recognise areas in which knowledge management theory and practice need to be rethought and subsequently develop a new kind of strategic thinking. The article argues that dominant knowledge management approaches see and analyse the world from the perspective of an individual organisation, which hinders the development of new approaches. We consider that knowledge-based value creation takes place “betwixt and between” organisations and that we need new ways of conceptualising the phenomenon. Hence, we suggest that hybridity-oriented and individualistic knowledge strategies serve as mental models that could broaden the scope of knowledge management by offering a new type of interpretation framework for understanding and analysing how knowledge can be turned into value.
This article analyses national policies, strategies, and programmes formulating knowledge managem... more This article analyses national policies, strategies, and programmes formulating knowledge management as a factor of national-level competitiveness. The article analyses a project, which aims to develop a service operator responsible for collecting and co-ordinating well-being data on the Finnish population. We present an in-depth analysis of an almost ten-year period in Finland, which is one of the leading societies in terms of public sector efficiency and governance. The article calls for a major shift in perspective and shows how hybridity of institutional logics significantly guides the perception of knowledge management, the measures taken and the development and selection of concrete methods and tools in knowledge management. We see the essence of public sector knowledge management in a combination of national-level knowledge governance and processes, where public institutions, private organisations and third-sector actors create, store and utilise a shared information base to convert knowledge into action in their everyday operations.
The literature acknowledges the importance of interpretative processes, discussion and organizati... more The literature acknowledges the importance of interpretative processes, discussion and organizational learning in public performance management, but a knowledge gap remains concerning the mechanism of performance dialogue. To fill this gap, the article studies the principles of performance dialogue and collaborative performance management in public administration.
The study examines how the utilisation of a new performance measurement system (PMS) influences s... more The study examines how the utilisation of a new performance measurement system (PMS) influences supply chain management (SCM) and what kind of impacts the new system has on the performance of the supply chain. The paper utilises a longitudinal research setting where the data was gathered in two semi-structured interview studies after an action research project in which a new measurement system was designed and developed. The findings show how a PMS serves as a catalyst of inter-organisational knowledge transfer and promotes shared learning. The results also show how knowledge transfer and shared learning led to improved performance of the supply chain. The paper contributes by opening up the practical mechanisms through which performance measurement provides value for SCM and by showing how inter-organisational transfer of performance information catalyses learning and performance improvement. The paper looks beyond the design of performance measures and provides a view on the practice of supply chain performance management. The paper illustrates how sharing performance information amongst supply chain companies improves managers’ awareness of shared targets and the status of network operations. This also resulted in improved performance in the studied case network. Overall, the results encourage organisations to engage in network-level performance measurement and share performance information with their network partners.
Purpose
– The purpose of this paper is to elaborate the connections between an organizati... more Purpose – The purpose of this paper is to elaborate the connections between an organization’s knowledge management and growth management strategies. The study shows how knowledge management can support organizations’ growth objectives.
Design/methodology/approach – The paper first connects the literature streams of growth management and knowledge management. This conceptual understanding about growth-oriented knowledge management is then advanced through an exploratory case study of a company aiming at rapid growth in the construction industry.
Findings – The paper recognizes two knowledge perspectives to growth management. First, the perspective of knowledge assets concerns whether an organization has the needed knowledge resources to enable growth. Second, to make informed decisions, the management needs relevant and up-to-date information. From these viewpoints, the paper derives the case-specific cornerstones of growth-oriented knowledge management and suggests some paths forward in terms of future research.
Practical implications – Although growth strategy defines an organization’s growth aims and clarifies how the intended growth will be attained, knowledge strategy takes a stand on the needed knowledge assets and paints a path from the existing knowledge base to a state where organization’s knowledge assets enable reaching of its business goals. The paper helps practitioners to plan growth-oriented knowledge management strategies.
Originality/value – The paper contributes by extending the analysis of knowledge strategy to growth management and by providing a practical illustration of the development process where knowledge was put into prime focus of organization’s growth strategy. The paper also provides original data and perspective to the roles and interaction of the board and the management team in the case of growth management.
New Ways of Working (NewWoW) refers to a novel approach for improving the performance of knowledg... more New Ways of Working (NewWoW) refers to a novel approach for improving the performance of knowledge work. The purpose of this paper is to seek innovative solutions concerning facilities, information technology tools and work practices in order to be able to “work smarter, not harder.” In order to develop work practices toward the NewWoW mode there is a need for an analytical management tool that would help assess the status of the organization’s current work practices and demonstrate the impacts of development initiatives. This paper introduces such a tool.
The paper studies the implications of structural change for organisational knowledge flows. A qua... more The paper studies the implications of structural change for organisational knowledge flows. A qualitative case study was carried out in two vocational education and training organisations in Finland in order to recognise how the system-level structural change has been perceived by the education managers. The paper aims to bridge a research gap in knowledge management in situations of changing organisation structures. The results reveal that the externally driven structural change has led to concurrent and somewhat conflicting organisation structures leading to distortion of knowledge flows. Administrative Bureaucracies, team adhocracies and professional autonomies favour different structures and knowledge flows. The results also show that the integration of smaller organisations into large administrative entities further complicates the flow of knowledge and amplifies management challenges relating to concurrent structures. The paper calls for better integration of knowledge management into the strategic management of knowledge-intensive education organisations. The findings provide practical support for the management of previously independent education institutes to confront the structural change towards regional and geographically dispersed actors. More generally, the discussion contributes to the discussion on managing growing knowledge-intensive organisations and knowledge work.
Measuring Business Excellence; Special issue Performance improvement in the 21st century , Jul 2015
This special issue consists of revised papers originally presented during the 9th International F... more This special issue consists of revised papers originally presented during the 9th International Forum on Knowledge Asset Dynamics (IFKAD) conference organized in June 2014 in Matera, Italy. IFKAD is an international leading event in the research and management of intellectual capital (IC) and intangible assets as well as knowledge-based value creation patterns. The specific aim of the 9th IFKAD was to discuss management models for sustainable growth. This particular special issue focuses on performance improvement. The papers address the intersections of performance management and knowledge management disciplines. The role of knowledge in performance management is at least two-dimensional. First, knowledge is a resource that is argued to yield sustainable competitive advantage (Barney, 1991; Grant, 1996; Spender, 1996). Second, information and knowledge form a basis for decision-making and management control (Choo, 1996; Anthony, 1965; Otley, 1999). With these two complementary perspectives knowledge management provides an essential tool for improving organizational performance in the twenty-first century. In order to provide valid management models, tools and techniques to overcome the challenges of modern service-oriented and knowledge-driven societies we need to carefully consider the phenomenon of knowledge-based value creation (cf. Laihonen and Lönnqvist, 2010; Schiuma, 2012). How is knowledge utilized and turned into value in different contextual settings? This question concerns the underlying phenomenon we need to understand before proceeding to management solutions. The phenomenon is evolving together with society and our understanding. This editorial is organized into three parts that are essential for managing performance: 1) a conceptual understanding of the value creation processes, 2) managerial frameworks and practices for coping with the phenomenon, and 3) concrete managerial tools to support management (cf. Lönnqvist and Laihonen, 2013; Carillo et al., 2014)
This paper looks at a little-studied question: what are the strategic choices behind the selectio... more This paper looks at a little-studied question: what are the strategic choices behind the selection and implementation of performance measurement practices in public sector entities? The paper presents a new strategy framework which provides a structured approach to the many options available for measuring performance effectively. The framework is primarily intended for large public sector organizations, such as municipalities, but will also be useful in smaller entities.
This paper investigates the implications of the networked and open nature of the service business... more This paper investigates the implications of the networked and open nature of the service business on performance measurement. The literature has acknowledged that the value of service is increasingly produced by service systems but solutions for measuring the performance of a service system are still lacking.
International Journal of Business Performance Management
This paper analyses the contextual differences of service operations with the aim to widen unders... more This paper analyses the contextual differences of service operations with the aim to widen understanding about performance measurement in services. Recent research considers service management from many viewpoints like marketing and operations management, and also the importance of performance management in service context has been recognised. The literature illustrates the variety of service environments and operations with classifications that differentiate management concerns in different types of services. However, the practical implication of service contingencies on performance measurement practice is less studied. To address this gap in the literature, this paper studies empirically three different contexts of knowledge-intensive services, public services and industrial services. Qualitative multiple-case approach is applied. As a result, the paper shows how service contingences affect performance measurement in service operations.
A health system has various knowledge structures enabling its knowledge resources to be efficient... more A health system has various knowledge structures enabling its knowledge resources to be efficiently applied. The literature has covered the management of clinical health information fairly extensively, but less is known about managerial knowledge flows. To address this knowledge gap, a regional health system in Finland is studied and managerial knowledge flows categorized in order to provide a better understanding of the inter-organizational knowledge networks of a health system. The paper contributes by illustrating and concretizing the knowledge dynamics of a health system. The empirical examination reveals the complexity of managerial knowledge flows and identifies three main categories of these: (1) national information steering, (2) regional information steering, and (3) internal control information. These categories are further elaborated with the data gathered through observation, interviews, and process modelling. A better nderstanding and management of knowledge flows is expected to have a positive effect on the performance of the health system.
Because of the increasing cooperation of actors in public service systems, the evaluation of serv... more Because of the increasing cooperation of actors in public service systems, the evaluation of service outcomes involves a complex set of information sources and processes. Organization-specific evaluation practices yield only a partial picture of the effectiveness of services. To address this issue, the paper studies the information processes in the context of Finnish social services and analyzes knowledge-related problems in system-level performance measurement. As a result, this paper proposes that more systematic knowledge management is needed in order to provide valid information on the effectiveness of public welfare services. The findings contribute to the study, analysis, and implementation of knowledge management in the public domain. We further provide a discussion relating to the challenges in measuring service effectiveness of information processes with respect to gathering, combining, and presenting performance information. This research adds to the literature by presenting a system-level analysis of information flows and pinpointing the most crucial disconnects with respect to these flows. The results that we present have clear implications for strategic and political decision-making.
The purpose of this paper is to report top management’s view of knowledge management in an educat... more The purpose of this paper is to report top management’s view of knowledge management in an educational organization. The paper also recognizes the main knowledge-based development areas. The aim of this paper is to bridge a knowledge gap regarding managerial processes that support teachers in their diverse knowledge tasks; gathering, creating, sharing and explicating knowledge.
The purpose of this paper is to identify practical ways to overcome the specific performance meas... more The purpose of this paper is to identify practical ways to overcome the specific performance measurement challenges of knowledge-intensive organizations. By reviewing performance measurement, service management and human resources management literature the paper recognizes two aspects that are crucial for the success of knowledge-intensive organizations: the performance and well-being of individual knowledge workers and the ability to provide value for the customer. The authors evaluate three measurement solutions for measuring these aspects, in three empirical settings.
There are no files associated with this item. ... Lönnqvist, A.; Jääskeläinen, A.; Kujansivu, P.;... more There are no files associated with this item. ... Lönnqvist, A.; Jääskeläinen, A.; Kujansivu, P.; Käpylä, J.; Laihonen, H.; Sillanpää, V.; Vuolle, M. ... Lönnqvist, A., Jääskeläinen, A., Kujansivu, P., Käpylä, J., Laihonen, H., Sillanpää, V. & Vuolle, M. 2010. Palvelutuotannon mittaaminen johtamisen välineenä. Helsinki. Tietosanoma Oy. 232 s. ... This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
Tieto on aina ollut kaiken inhimillisen toiminnan peruste. Sen tärkeys yritysten ja myös julkisen... more Tieto on aina ollut kaiken inhimillisen toiminnan peruste. Sen tärkeys yritysten ja myös julkisen sektorin organisaatioiden keskeisenä resurssina on kuitenkin laajasti ymmärretty vasta 1990-luvun lopulta alkaen. Nykyisin tiedon ja sen johtamisen tärkeyttä ei juuri tarvitse perustella. Tarvitsemme välineitä, joiden avulla tietoa eri muodoissaan voidaan johtaa ja kehittää.
Tietojohtaminen on nuori tieteenala, ja sen käsitteet ovat vielä vakiintumattomia. Tieto ja siihen liittyvät ilmiöt ovat monimutkaisia ja abstrakteja. Jotta näitä asioita voidaan kehittää, tarvitaan täsmällisiä käsitteitä, joilla asioista voi puhua ja kirjoittaa. On myös tärkeää, että tietojohtamisen parissa työskentelevät henkilöt hallitsevat tietyt peruskäsitteet. Yksi ja ehkä keskeisin tämän kirjan tavoite onkin luoda ymmärrystä tietojohtamiseen liittyvistä käsitteistä ja siitä, miten ne liittyvät toisiinsa.
Kirja on tarkoitettu tietojohtamisen opintoja yliopistossa tai ammattikorkeakoulussa aloitteleville henkilöille perusoppikirjaksi, sekä myös asiantuntijoille ja johtajille, jotka soveltavat tietojohtamista käytännössä.
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Papers by Harri Laihonen
Design/methodology/approach-The authors answer the question: How can the experiences of socially withdrawn youth as shared on social media be used to enrich the knowledge base relating to the initiation phase of co-creation of public services? The data retrieved from the Finnish discussion forum are analyzed using the combination of unsupervised machine learning and discourse analysis.
Findings-The paper contributes by outlining a method that can be applied to identify expertise-byexperience from digital stories shared by marginalized youths. To overcome the challenges of making socially withdrawn youths real contributors to the co-creation of public services, this paper suggests several theoretical and managerial implications.
Originality/value-Co-creation assumes an interactive and dynamic relationship where value is created at the nexus of interaction. However, the evidence base for successful co-creation, particularly with digital Citizens as initiators of co-creation
– The purpose of this paper is to elaborate the connections between an organization’s knowledge management and growth management strategies. The study shows how knowledge management can support organizations’ growth objectives.
Design/methodology/approach
– The paper first connects the literature streams of growth management and knowledge management. This conceptual understanding about growth-oriented knowledge management is then advanced through an exploratory case study of a company aiming at rapid growth in the construction industry.
Findings
– The paper recognizes two knowledge perspectives to growth management. First, the perspective of knowledge assets concerns whether an organization has the needed knowledge resources to enable growth. Second, to make informed decisions, the management needs relevant and up-to-date information. From these viewpoints, the paper derives the case-specific cornerstones of growth-oriented knowledge management and suggests some paths forward in terms of future research.
Practical implications
– Although growth strategy defines an organization’s growth aims and clarifies how the intended growth will be attained, knowledge strategy takes a stand on the needed knowledge assets and paints a path from the existing knowledge base to a state where organization’s knowledge assets enable reaching of its business goals. The paper helps practitioners to plan growth-oriented knowledge management strategies.
Originality/value
– The paper contributes by extending the analysis of knowledge strategy to growth management and by providing a practical illustration of the development process where knowledge was put into prime focus of organization’s growth strategy. The paper also provides original data and perspective to the roles and interaction of the board and the management team in the case of growth management.
Design/methodology/approach-The authors answer the question: How can the experiences of socially withdrawn youth as shared on social media be used to enrich the knowledge base relating to the initiation phase of co-creation of public services? The data retrieved from the Finnish discussion forum are analyzed using the combination of unsupervised machine learning and discourse analysis.
Findings-The paper contributes by outlining a method that can be applied to identify expertise-byexperience from digital stories shared by marginalized youths. To overcome the challenges of making socially withdrawn youths real contributors to the co-creation of public services, this paper suggests several theoretical and managerial implications.
Originality/value-Co-creation assumes an interactive and dynamic relationship where value is created at the nexus of interaction. However, the evidence base for successful co-creation, particularly with digital Citizens as initiators of co-creation
– The purpose of this paper is to elaborate the connections between an organization’s knowledge management and growth management strategies. The study shows how knowledge management can support organizations’ growth objectives.
Design/methodology/approach
– The paper first connects the literature streams of growth management and knowledge management. This conceptual understanding about growth-oriented knowledge management is then advanced through an exploratory case study of a company aiming at rapid growth in the construction industry.
Findings
– The paper recognizes two knowledge perspectives to growth management. First, the perspective of knowledge assets concerns whether an organization has the needed knowledge resources to enable growth. Second, to make informed decisions, the management needs relevant and up-to-date information. From these viewpoints, the paper derives the case-specific cornerstones of growth-oriented knowledge management and suggests some paths forward in terms of future research.
Practical implications
– Although growth strategy defines an organization’s growth aims and clarifies how the intended growth will be attained, knowledge strategy takes a stand on the needed knowledge assets and paints a path from the existing knowledge base to a state where organization’s knowledge assets enable reaching of its business goals. The paper helps practitioners to plan growth-oriented knowledge management strategies.
Originality/value
– The paper contributes by extending the analysis of knowledge strategy to growth management and by providing a practical illustration of the development process where knowledge was put into prime focus of organization’s growth strategy. The paper also provides original data and perspective to the roles and interaction of the board and the management team in the case of growth management.
tarvitse perustella. Tarvitsemme välineitä, joiden avulla tietoa eri muodoissaan voidaan johtaa ja kehittää.
Tietojohtaminen on nuori tieteenala, ja sen käsitteet ovat vielä
vakiintumattomia. Tieto ja siihen liittyvät ilmiöt ovat monimutkaisia ja abstrakteja. Jotta näitä asioita voidaan kehittää, tarvitaan täsmällisiä käsitteitä, joilla asioista voi puhua ja kirjoittaa. On myös tärkeää, että tietojohtamisen parissa työskentelevät henkilöt hallitsevat tietyt peruskäsitteet. Yksi ja ehkä keskeisin tämän kirjan tavoite onkin luoda ymmärrystä tietojohtamiseen liittyvistä käsitteistä ja siitä, miten ne liittyvät toisiinsa.
Kirja on tarkoitettu tietojohtamisen opintoja yliopistossa tai ammattikorkeakoulussa aloitteleville henkilöille perusoppikirjaksi, sekä myös asiantuntijoille ja johtajille, jotka soveltavat tietojohtamista käytännössä.