What Difference Does It Make: Measuring Returns of Knowledge Management

Abstract

This chapter provides an overview of performance measurement in the area of knowledge management. Salient features of main measures have been described and their role in determining the return on knowledge management work highlighted. While Balanced Scorecard and Intangible Assets Monitor provide comprehensive coverage, several other measures are also in use. A recent study and review of applications of main KM performance measures in selected organizations showed several areas of commonality in the objectives of performance measurement and revealed differences in approaches to the application and presentation of various performance measures. Developing a measurement system for knowledge management is considered the key to the competitive success of the organization.