Determining the business impact of knowledge management



This case study describes an evaluation of business impact and return on investment (ROI) for the Knowledge Exchange, a knowledge management (KM) system within Accenture. The evaluation used a continuous measurement design to allow impact and ROI to be tracked across time and groups. The results demonstrated a significant positive impact on productivity, based largely on the effect on time savings realized by leveraging a useful KM system across a large population of employees.