An exploratory multiple case study of knowledge management systems in the United States financial sector

Knowledge is a significant cost-effective resource that supports a business's competitive advantage. The purpose of this qualitative exploratory multiple case study was to explore and identify the perspective and practices of employees in the implementation of knowledge management systems in United States financial institutions to achieve organizational goals. Using the theory of transformational leadership, participants consisted of 21 employees from three financial institutions in the United States. Data collection involved telephone or internet interviews using semi-structured questions. Interview transcription and use of a computer-assisted qualitative data analysis software program, NVivo 10, for coding the transcribed responses were initial steps toward identifying emerging themes. The results of the study indicated that knowledge management was very important to enact in financial institutions because KM would provide support toward training for employees to gain a better understanding of the organization. A future recommendation respondents suggested was a repository for information where employees could refer back to information from previous training programs. Some of the recommendations for future research include (a) a need for organizational leaders to be proactive by providing training in knowledge management and creating a culture that supports knowledge management; (b) modification of the environment in some organizations to enable a smoother process for consistency, uniformity and job satisfaction, and (c) promoting awareness that knowledge management could add value and benefits to organizational goal achievement.