A hybrid MCDM model combining DEMATEL and ANP for KMS Performance Evaluation Based on BSC

Nowadays, Due to the intense competition environment, Knowledge shared within an organization regards as a key source of competitive advantage and intellectual capital. Therefore many companies use Knowledge Management System (KMS) to better utilize and manage knowledge for business successnevertheless little approach has been conducted to evaluate KMS performance. This paper proposes a new framework for measuring KMS efficiency. Theapproach integrates DANP hybrid multiple criteria decision making (MCDM), which is the combination of decision-making trial and evaluation laboratory (DEMATEL) and analytic network process (ANP) with Balanced Score Card (BSC). The empirical results show that factors from the existing analytical methodologies have significant interactive and self-feedback dynamics. Amongthe key factors, financial benefit is the most important one affecting KMS efficiency, followed by IT costs and user trust. This paper makes three important contributions: (1) it proposes a methodology for Assessing KMS performance; (2) it also introduces an approach for selecting the best KMS among several alternatives offered to the company; (3) further the model is useful to identify both an influential network and a priority sequence of criteria related to success ofknowledge management system and thus, it can be useful in assessing the effectiveness of KMS.

Keywords:

ANP , Balance Score Card , DEMATEL , Knowledge Management System , KMS Performance evaluation , MCDM