The Development of Knowledge Management (ID infrastructure, tools and areas of knowledge)

Subject Areas : مدیریت

Omid  Ardalan ¹ (Ph.D. Candidate, Department of Management, Imam Ali Officers' University, Tehran, Iran)
Asghar  Mohammadi Fateh ² (Assistant Professor, Department of Management, Imam Ali Officers' University, Tehran, Iran)
Sayyad Mehdi  Alvani ³ (Professor, Department of Management, Qazvin Branch, Islamic Azad University, Qazvin, Iran)

Received: 2017-12-20 Accepted : 2017-12-20 Published : 2017-11-22

Keywords: Customer Service, risk management, Knowledge Management, Knowledge Management Tools, Bank Hekmat Iranian,

Abstract :

  The main purpose of this article, the development of a comprehensive model of knowledge management in Iranian banks is wisdom. For this reason, a both qualitative and quantitative approach separately in the completed pattern has been followed. In a small phase, through exploratory factor analysis identified 14 infrastructure knowledge management And their correlation with knowledge management cycle through Pearson test was 36%.Also, in qualitative phase and by interviewing bankers, were asked to express the knowledge domains Bank The four areas of marketing, risk management, customer service, and human resources have been identified as areas of knowledge. Then take part in a questionnaire phase of the sample (n = 148) were asked to determine the extent of the use of knowledge management tools in the bank, Type the necessary tools to improve their above mentioned four areas. By counting the frequency of responses, 8 marketing tool, 14 Tools for risk management tool for the customer 15, and 8 for the field of human resources bank, was diagnosed applicable. Based on the model map of the Article 14 knowledge management infrastructure can facilitate knowledge management cycle in four areas.