A diagnostic of knowledge management processes at the restaurant industry SMEs to identify improvements at their productive processes

Abstract

Purpose: This paper is the result of an investigation performed in northwest Mexico with the objective to analyze and diagnose knowledge management (KM) processes in small and midsize restaurants. The main purpose of this study was to identify the present state of KM processes in these organizations as a way to identify improvement opportunities as well as to define facilitators and barriers that could difficult the implementation of KM initiatives.

Design/methodology/approach: The study was performed in 12 restaurants and two types of questionnaires were applied. The questionnaires were applied to managers and personnel. The questionnaires analyzed knowledge Identification/location, Acquisition/learning, Development, Distribution/transference, Utilization/Application, Preservation/maintenance, and Assessment/valuation.

Findings: We found that the respondents agreed that five of the GC processes have an acceptable level of development, while less developed processes were the Preservation/maintenance and Assessment/valuation of knowledge. On the other hand, the main facilitators to implementing KM initiatives are the availability of entrepreneurs to participate, staff responsive to the needs of the company, and staff is willing to share their knowledge. The main barriers are resistance to change, low level of knowledge in the use of technology by some members of the organization; difficulty accepting a strategic plan including knowledge management and unwillingness to document good practices.

Originality/value: It is a novel study in Latin America, since no similar work in this productive sector has been found. Additionally, the study has a methodological approach that simultaneously addresses the analysis of the processes of knowledge management, and the identification of facilitators and barriers to implementing knowledge management initiatives.