Knowledge Sharing Process Optimazation: A Case Study of a Unit Within Copenhagen Municipality

Jasmin Suljevic & Deniz Erim Cicek

Student thesis: Master thesis


The purpose of this thesis was to investigate how current knowledge sharing occurs at the unit for build permits ’north’ at Copenhagen municipality, and furthermore asses how IT and managerial initiatives can be applied to improve and facilitate the knowledge sharing process. This is to further facilitate the case processing in relation to building permits.
By applying a case study approach combined with a qualitative method, it was possible to generate subjective data and address the knowledge sharing issues. Moreover, knowledge management (KM) and knowledge sharing literature formed the basis for establishing a theoretical framework, which was applied in the empirical analysis. Nonaka’s SECI model of knowledge creation and conversion, as well as knowledge management strategies, codification and personalization by Hansen et al (1999) was applied in this context. In addition, in order to properly address the issues, a thorough understanding of knowledge dimension was relevant. Especially the distinction between tacit and explicit knowledge, as well as experience and recognition-based knowledge perspectives. These to perspectives are synonymous with respectively the personalization and codification strategies. Personalization strategy encourages knowledge sharing through social interaction such as meeting, one-to-one conversation and collaborative networks. In contrast, codification strategy implies to collect and store explicit knowledge for organizational reuse.
The collected qualitative data extracted through semi-structured interviews provided great insight to the case type, knowledge sharing dimension and current knowledge sharing system. It is concluded that the Unit is providing a service that can vary a lot, that is casework for building permit. In addition, their knowledge haring is mostly based on tacit and experience-based knowledge. This furthermore means that their current approach to optimizing the knowledge sharing process is based on an inappropriate knowledge strategy, as they are exploring the prospect of improving the system, and thus applying the codification strategy. However, the interpreted data findings provided a different angle. Because of the varying service and experience-based knowledge, we recommend that the Unit rather apply a strategy split of 80/20 percentage, with personalization being the dominant, while codification applies for the remaining 20 percentage. To support this and at the same time optimize the current knowledge sharing system, SharePoint Online Platform is proposed as an upgrade. With the more appealing interface, user experience and flexible access possibilities, SharePoint Online would support the personalization strategy by increasing user participation, and hence improving and facilitating the knowledge sharing process.

EducationsMSc in Business Administration and Information Systems, (Graduate Programme) Final Thesis
Publication date2017
Number of pages164