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Keywords Knowledge management, Public administration sector, Malaysia
Abstract There is relatively very little information on knowledge management in the public sector, and even less in developing countries. This paper investigates and examines the availability of a knowledge management strategy in a public organisation in Malaysia. This paper also examines perceptions on the benefits, problems, responsibilities and technological aspects that are entailed in managing knowledge in an organisation. Issues that encourage and restrict knowledge generation and knowledge sharing are also discussed. To achieve an in-depth study, the Ministry of Entrepreneur Development of Malaysia was chosen for a case study. A questionnaire was used as the main instrument in gathering data, and a total of 154 respondents were involved in the survey. Although the Ministry does not have any specific knowledge management strategy, the study reveals that knowledge in the Ministry was available in the Ministry's procedures and policies, job manual procedure, ISO 9002, desk file, work flow and databases.
Introduction
We are now moving steadily from an information age to a knowledge age, where knowledge has been recognised as the most important aspect in human life. Individuals and organisations are starting to understand and appreciate knowledge as the most valued asset in the emerging competitive environment. Knowledge is a powerful tool that can make changes to the world. It is now considered as the main intangible ingredient in the melting pot that makes innovation possible (Sánchez et al, 2000, p. 312). In an article that appeared in the Harvard Business Review, Nonaka (1998, p. 21) began with the simple introductory words: "In an economy where the only certainty is uncertainty, the one sure source of lasting competitive advantage is knowledge."
Bailey and Clarke (2000, p. 235) claim that "leveraging knowledge, particularly tacit knowledge, is the key to sustained competitive advantage in the future". Cropley (1998, p. 29) emphasises that "Knowledge is nothing without people. People have knowledge, develop it and act on the basis of it. Data can be transmitted, information can be shared, but knowledge is an attribute of people, or communities or societies". Knowledge only exists because of people (Dougherty, 1999, p. 262). Knowledge comes as a person uses information and combines it with their personal experience. Much of the knowledge one acquires...