A study on the knowledge sharing model for problem solving: the cognitive perspective

Authors:Fang-Ming Hsu, Chih-Shun Chang

Journal: Chiao Da Management Review. Dec. 2006, 26(2): 187-214.

Keywords: Knowledge sharing; Problem solving; Cognition Case Study Method

Abstract:
Knowledge sharing is not the ultimate purpose, but is the intermediate process of organizations. Applications on increasing organizational capabilities and solving problems in present or next stages are essential enablers to make knowledge sharing valuable. Through cognitive perspective, this study classifies the problem-solving processes into four stages: problem formulation, causes analysis, root cause interpretation, and alternatives formulation. Knowledge sharing activities in four empirical scenarios are investigated to conclude the important factors for problem solving. This study indicates that consulting senior colleagues, regularly sharing experience, interacting with team members, and reviewing historical complaint-cases reports were significantly useful for improving the understanding and solving of problems. Tacit knowledge is more important than explicit one. This study also finds that highly cooperative sharing environment could increase the effectiveness of knowledge sharing interactions.