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.