KM Performance Management, Metrics, and KPIs

What We Do

Successful knowledge management programs yield a variety of business benefits. KM programs can produce operational improvements in an organization’s productivity, timeliness, and cost-effectiveness, as well as improve internal culture and employee satisfaction.

Iknow can help organizations define the key performance indicators (KPIs) that should be used to evaluate the success of their KM initiatives. We use a modified balanced scorecard framework that includes measures directly related to knowledge assets (e.g., end-user usage, contributions, satisfaction), indirect measures related to knowledge sharing and collaboration (e.g., success stories, lessons learned), and business process or operational improvements stemming from KM along cost, quality, and cycle-time dimensions.

We also help organizations develop the internal processes for KM-related performance review and follow-up. Our support activities might include recommendations regarding the optimal composition of internal review groups and the design of user-friendly reporting formats and channels. Our KM performance management, metrics, and KPI-related recommendations are uniquely customized for each client’s organization, culture, and resource levels.


Iknow develops comprehensive and customized modified balanced scorecards for evaluating the performance of KM programs, and the governance policies and infrastructure to support ongoing KM program evaluation.

Business Value

A comprehensive performance management framework plays a major role in sustaining the success of KM programs and ensure continued senior management support. Ongoing performance reporting enables successes to be recognized and built upon. Ongoing measurement also helps identify KM-related business process issues before they become serious risks.

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