The Relationship Between E-learning and Knowledge Management: A Case Study
Tuesday, October 9 3:05-3:25 PM Location: Salon Jarry
Presider: James J. Stewart, University of Maryland University College, United States
Abstract: An e-learning tool ‘Moodle’ was implemented at an organization to support its training and knowledge management initiatives of the call centre employees. The modules were based on the specific call types that the call centre employees receive. The call types can be viewed as “learning objects.” The research study looked at the ways in which the e-learning tool could be integrated with the knowledge management strategy to improve knowledge transfer, improve performance and have a better understanding of the critical success factors involved. Preliminary findings are presented and discussed with a focus on how e-learning, change management and knowledge management can provide an integrated way of improving performance.