Knowledge Management Systems Evaluation in Food Industry: A Multicriteria Decision-Making Approach

Knowledge is a valuable intangible asset for companies that should be acquired, stored, shared, and applied to support decision making processes. Knowledge management systems (KMSs) integrate technology-based systems and organizational practices that enable organizations to manage their knowledge and improve their performance. Nowadays, several KMSs emerged, and it is not possible for organizations to use all of them at the same time. In this article, a multicriteria decision-making approach including fuzzy Delphi method (FDM), best worst method (BWM), and fuzzy technique for order preference by similarity to ideal solution (FTOPSIS) was proposed to determine the most appropriate KMSs. A comprehensive literature review allowed us to identify a list of KMSs and related evaluation criteria and subcriteria. Using FDM, the initial list of KMSs was identified, then BWM was adopted to calculate the weights of each criterion and subcriterion. Successively, the KMSs were ranked using FTOPSIS. In order to investigate the robustness of the model, sensitivity analysis was performed. The findings highlight that social media are providing a fast, widespread, and convenient infrastructure to share organizational knowledge. Consequently, organizations should pay more attention to their social channels to gain competitive advantages.