Date of Award
2003
Document Type
Dissertation
Degree Name
Doctor of Education
Department
Program in Instructional Technology and Distance Education
Advisor
Christine Sorensen
Committee Member
Soledad Argüelles
Committee Member
Barbara Packer
Committee Member
Maryellen Maher
Keywords
access, applied dissertation, business unit, case scenarios, customer satisfaction, effectiveness, employees, filter information, framework, governmental organizations, information access, knowledge acquisition, knowledge management, knowledge management portal, learning organizations, organizational knowledge, performance-centered portal, perceptions, process improvement, qualitative data, response time, technology, work setting
Abstract
This applied dissertation was designed to study a process to improve access and filter information efficiently and effectively for employees in a governmental business unit in order to decrease response time and increase customer satisfaction. The writer designed and developed a framework for a performance-centered knowledge management portal. The writer designed real-life case scenarios to determine the effectiveness of the performance-center knowledge management portal in the work setting.
Findings based on qualitative data gathered before and after employees were introduced to the portal show positive improvements in perceptions of customer satisfaction and response time.