Knowledge Management in a Multinational Plural Form Enterprise: A case study of a Swedish IT-Company

Abstract

Efficient knowledge management is both an important source of competitive advantage, as well as a significant challenge, for firms. While research regarding knowledge management is plentiful, literature regarding knowledge management in multinational enterprises with both franchisees and subsidiaries – so called plural form enterprises – is largely absent. Knowledge management in these firms is highly complex and the headquarters faces additional challenges, for example in the form of different amount of control over subsidiaries and franchisees. Against this background, this thesis is a case study about knowledge management in a multinational plural form IT-company based in Sweden and with franchisees and subsidiaries in several countries. After analyzing numerous interviews with managers and employees from the company, as well as company documentation, the study finds that the company manages knowledge through a mix of technical IT tools and personalized systems such as coaching, team-work and fostering a company culture of individual responsibility for knowledge management. The study further finds that knowledge management in the company is highly influenced by social and managerial factors, such as variations in relationships, culture and organizational independence.