A New Model for the Impact of Knowledge Management on University Performance

Based on a systemic approach, this study proposes the modelling of a knowledge management system (KMS), which allows studying the cause and effect relationships between knowledge management (KM) and the university's performance. The approach relies on the definition of the main activities of the KM process, namely the acquisition, capitalisation, diffusion and utilisation of knowledge. Recent literature suggests that such KM activities are influenced by environmental elements. External and internal functional analysis of KMS is developed using the APTE method to describe the KM process, that handles all different element or factors of knowledge and see their impact on university's performance. The latter is measured according to customer needs, by three perspectives (customer satisfaction, operational excellence and the direction of the product). The proposed model suggests that the combination of the type and origin of knowledge are important for the KM process and positive relations were established between the subfunctions of this process and the performance of the university in responding to different needs of several customers such as students, teachers, managers and socio-economic sector. Finally, the model allows a good implementation of KM in higher education institutions in order to help them to remain competitive in an increasingly complex environment.