The concept of Project Success often creates misunderstanding in the Project Management culture, and a generic and global definition still does not exist. The study, started in November 2016 by the faculty of Project Management of the University of Applied Science of Southern Switzerland (SUPSI), aim to assess if the Swiss companies do evaluate the success of their projects and what are the most important criteria and factors that they retain for their valuation. Further, the study explore the general perception of project success linked to two concepts often confusingly intertwined: Project Management Success and Product Success by asking the Swiss companies if they believe that project management success is the equivalent of the project success itself. The study is based upon a research study conducted by the Dr. Morteza Shokri-Ghasabeh and Kamyar Kavousi-Chabok (WSEAS Transactions on Business and Economics; (ISSN: 1109-9526)) of the University of South Australia in which they analyze and classify the most important Project and Project Management success criteria (PSCs) and factors (PSFs) according to the literature. Following that study, a multilingual and modelled questionnaire was designed. It has been translated in three different Swiss national languages, German, Italian and French so as an English version. The electronic form has been deployed and submitted to the Swiss enterprises, working and operating in different sectors on the territory. The following knowledge area are the subject of the questions: time, cost, quality, scope, communication, risk, change, HR. management and procurement. For each area, the questions focus on basic project management process. The questionnaire focus also on the perception of the project success versus project management success and some statistic data on the rate of the project that succeed in comparison with those who not. As far as today the Project Management research literature and the widely diffused Project Management methodologies lacks of a globally accepted framework on how to evaluate and what does it mean the concept of Project success and Project Management success. The study will provide a general overview on which are the most important success criteria and factors for the Swiss companies when evaluating their project and the project management performance. This study will be the base for the institution of a Swiss Permanent Observatory for evaluating and improving the capability in project management by means of a variety of tools and initiatives. The observatory will follow up this survey every 2 years

This theoretical paper explores the learning challenges stemming from the need to protect and develop common resources (such as a landscape’s beauty, an industrial district’s reputation or a marine area’s abundance of fish), and highlights the possible implications of these challenges for organizational and evaluation studies. A systematic analysis of carefully selected literature is conducted to assess the multi-disciplinary contributions of several research streams that, although separated so far, are highly complementary to provide a sound basis for understanding commons-relating learning dynamics. The literature streams considered for this study are: organizational fields, community studies, entrepreneurship studies, socio-technical transitions and adaptive co-management. The inter-disciplinary cross-fertilization conducted in this study allows the authors to build an original model that identifies three key learning processes intertwining at the field level and impacting the commons: community learning, entrepreneurial learning, and ecosystem learning. The novel view of field-level, commons-oriented learning processes proposed by this study has relevant implications for the management of several emerging organizational forms, such as value chain networks, place-based networks, policy networks, innovation ecologies, science & technology parks, smart cities & communities.

The development of technological tools have increased the complex societal and scientific challenges. In this context, the organizations need to engage in collaborative networks to create the value for different actors. The contemporary perspective indicates that value is created when the actors participate in integration resources process. According to Vargo and Lusch (2004) in the S-D logic perspective “value is always co-created” and “all social and economic actors are resource integrators”. Value creation does not just take place in the activities of a single actor (customer or otherwise) or between a firm and its customers but at the network level.Technology is often central into the integration process and the role of social media for the development of the interaction is particularly emphasized. Crowdsourcing can be considered as a powerful tool for resources integration and value co-creation and brings together different actors geographically dispersed. The crowd is a significant source of innovation and its collective creativity represent a single and unique contribution thanks to the interaction between them. The aim of this study is to expand understanding and to investigate if crowdsourcing encourages the resources integration to create a new value for actors. Moreover, this work aims to address relevant gaps in current knowledge because despite the relevance of crowdsourcing for resources integration process for co-create value the studies are scant so far. This study adopt a qualitative approach and the case study methodology. An exploratory case study can help explore contextual phenomena and it is consistent with the objective of the analysis that is exploratory and descriptive, and with the complex nature of the phenomenon under investigation. In addition, a case study approach better fits the dynamic interactive processes of resources integration to create value through crowdsourcing. The paper is basically conceptual but it provides fresh insights about the emergent behaviors and practices of resources integration and value creation through the crowd. The added value of this work can be found in the effort to contribute this field of study and to explore the challenges and the opportunities that crowdsourcing offers to co-create value and resources integration process.

The study aims at explaining how museums as educational institutions, information-based, knowledge and learning oriented organizations are embracing Internet and interactive technologies in order to promote value co-creation and drive service innovation by opening up to participation of the audience in defining cultural heritage contents. Museums embracing new technologies promote value co-creation as an organizational capability to support service experience and innovation by encouraging interactive participation by enhancing the learning experience promoting user-generated content. The study is based on archival and qualitative data drawn by literature review on the potential offered by the use of Internet and virtual-interactive technologies within museums. Technology is driving museums to sustain value co-creation in cultural heritage by rediscovering the virtual museum as means for managing information and sharing knowledge, valuing the role of museum professionals by employing skills to meet changing needs of users, and opening up to participation of audience to construct cultural meanings and contribute to knowledge creation sustaining education and learning. Museums becoming social spaces for sustaining innovation and managing information and knowledge sharing tend to select a different path for sustaining value co-creation by developing interactive and virtual technologies for valuing the user as active participant and museum professional as user-centered mediators.

The paper studies intangible liabilities in a practical management setting with an overall aim to develop better managerial practices to avoid depreciation of organizations’ intangible assets. Empirical examination of the studied phenomenon was carried out in construction industry. Empirical data was gathered in two phases. First, 16 persons engaged to customer service in four construction companies were interviewed. The purpose was to identify intangible liabilities. After the interviews, two workshops in two companies were organized to reflect findings and to improve and develop organizations’ service recovery practices. The novelty value of the suggested approach lies in cross-disciplinary consideration of customer experience as an antecedent of various processes that may have negative impact on organizations’ intellectual capital, and further on performance. The paper conceptualizes the hidden renewal capability of contradictory and negative customer experiences by analyzing their potential implications on IC, especially in relational capital. Contributions of the paper relate to its practical research approach and focus on relational liabilities. The paper provides new understanding about intellectual liabilities within a certain industrial context and discusses more generalizable aspects to be considered in managing intellectual capital.

This paper is aimed to fill gaps in research on how certain managerial actions and individual agents influence absorptive capacity (AC) (Lane et al., 2006; Volberda et al., 2010), ensure sufficient scrutiny of AC in terms of its influence on general and financial performance of a firm (Kostopoulos et al., 2011) and provide evidence from emerging markets (Liao, Welsch, & Stoica, 2003). In this paper we introduce knowledge management (KM) practices as a mean to shed light onto different side of AC development. The aim of the research is to answer the following research questions: how specific KM practices influence particular dimensions of AC and whether AC serves a mediator in the relationship between KM practices and organizational performance. To reach the determined goals we provided the integrative models of AC antecedents and KM practices (Inkinen et al.,2015; Volberda et al., 2010), adopted and modified for our research purposes. We developed theoretically and tested empirically connection between KM practices and AC, supposing that KM practices might influence the antecedents of AC and AC subsequently. We conducted an explanatory cross-sectional research using online questionnaires, which was responded by 94 companies. To answer the research questions we conducted hierarchical linear regression along with structural equation modelling and bootstrapping (Hayes, 2009). The research questions of this study have never been studied before, while the necessity of such research was detected (Lane et al., 2006, Volberda et al., 2010). Our study contributes to KM and AC literature, as well as research on factors influencing organizational performance. We developed the theoretical framework on the linkage between specific KM practices and particular dimensions of AC enriched the existing model of AC antecedents (Volberda et al., 2010). Additionally, we justified the benefits of classification of KM practices introduced by Inkinen et al. (2015). Finally, our study expands existing research on influence AC has over firm performance (Kostopoulos et al., 2011). We provide the clear set of practices that are significant in terms of influencing and enhancing AC of a firm. These are practices connected with work organization, learning mechanisms, IT and training and development. More specifically, this research suggests that after identifying which dimension of AC is underdeveloped in the company, it may be addressed with the specific KM practices.

The aim of this paper is to perform a preliminary analysis concerning the detection and examination of two possible opposite approaches to KM planning which will be referred to as deliberate and emergent KM strategies. The goal is to enhance our understanding of the variety of features KM strategies possess and, accordingly, to formulate categorisations that are in line with such characteristics. The paper discusses the findings of a quantitative survey which involved 68 Italian and Polish KIBS companies of various sizes and sectors. KIBS companies were chosen as the object of analysis due to their highly potential dependency on knowledge and its proper management. It is a preliminary analysis since it aims to provide some insights for a future deeper examination of the collected data, as well as for further collections. The findings confirm that KIBS companies consider knowledge as their main competitive resource. Nevertheless, the approaches they adopt for managing such asset differ in several aspects: the motivation and the promoters of the adopted KM practices; the obstacles encountered in the introduction of the practices and the time span of the KM planning; the focus devoted to the different KM processes and the specific use of the practices; the familiarity with KM notions and the degree of formalization of knowledge-related activities. The study contributes to the better understanding of KM strategies followed by KIBS companies, different in size and sector. Furthermore, it offers empirical support to the notion of emergent KM strategy. The study allows managers and owners of KIBS companies to better recognise and evaluate the differences that denote the possible knowledge management strategic approaches. They can use this knowledge for the revision of their KM approach and for implementing the one which is more suitable for their organizational settings. The major limitation of the study is the relatively small sample of firms. This is, however, just a preliminary phase of the research which is still ongoing. Another limitation is caused by examining only a specific type of companies (KIBS firms). Companies from other sectors could also be investigated, so there is ample room for studies that intend to address this issue.

Maritime Supply Chain Services as the Vehicles Transport Service have serious impact on Western economy and mobility since they ensure the effective and efficient transport of people and freight. Due to commercial, political and economic imponderables, operations within the maritime supply chain services may be interrupted causing financial and reputation damage. In this paper we provide a systematic ontology-based model analysis dealing with security issues of Port’s Services Requested process (PSR), a dominant maritime process occurring during Maritime Supply Chain Services. The primary goal is to visualize and model security risks on Maritime complex networks using the global modeling standard of BPMN 2.0 and to define the semantic relations between security threats and cyber-assets participating in maritime processes using semantic web technologies. To model security concepts we first develop a BPMN model of the PSR process. The PSR model serves as a prerequisite to perform risk assessment on the cyber-assets involved using the MITIGATE Risk Assessment tool and to visualize a successful Cyber Attack Scenario (CAS) by exploiting specific vulnerabilities in these cyber-assets. Then, we develop an ontology-based meta-model using semantic web technologies to analyze the security risks found on the cyber-assets from the risk assessment performance. The ulterior aim is to visualize security issues of Maritime Supply Chain Services and enhance risk assessment methodologies with modelling standards and semantic web techniques to improve the results.

The Italian penitentiary system identifies inmates’ re-education as the main aim of personal detention (Law no. 663, dated October 10th 1986). Among others, theatrical performances are key initiatives aimed to promote the inmates’ social reintegration. Prison theatre allows the establishment of a performing space, which paves the way for the activation of innovative learning processes. Drawing on value co-creation theory, this paper investigates the prison theatre phenomenon, which is considered as an social entrepreneurial opportunity, paving the way for positive outcomes both within and outsides the boundaries of penal institutions. An in-depth exploratory case-study was performed. It concerned the prison theatre initiatives launched by the Penal Institution of Naples-Secondigliano, located in Southern Italy. A qualitative approach was adopted, which allowed to deal with the research topic from both a conceptual and an empirical standpoint. To improve the reliability of this study, the evidence collected were drawn from multiple sources, including: 1) internal archives of the Italian Ministry of Justice; 2) semi-structured interviews; and 3) external sources. The relevance of this study is twofold, contributing in both conceptual (observation) and theoretical terms (abstraction) to a widely overlooked shade of value co-creation. Indeed, to the authors’ knowledge, penal institutions are still poorly examined by scholars interested in value co-creation, in spite of their role in enhancing both social and economic development in current societies. The case-study discussed provides an in-depth exploratory analysis of prison theatre. The research findings point out the key tools to make prison theatre a physic and symbolic place, where inmates are able to build knowledge and can “reborn” through the process of knowledge sharing. This study paves the way for two important contributions: 1) it encourages a cross-fertilization between management studies and juridical, sociological and pedagogical disciplines, which are relatively more rooted in the penitentiary environment; 2) it incites an improvement of traditional managerial and organizational practices in the penitentiary system, conceptualizing prison theatre as a social entrepreneurial opportunity.

In order to meet the needs to prepare objective and quantitative methods for measurement the results of social enterprises actions, authors’ solution was proposed in the form of a multi-dimensional model for measuring the results of social enterprises. Decision on the need to prepare such a tool resulted, first of all, from the assumption that one of basic features of a professional social enterprises is the ability to measure their actions, and from the fact that in this respect Polish social enterprises have still much to do. The model presented by authors should help the stakeholders to understand the value created in social enterprises and find balance between financial and social matters. As the result it should contribute to the reduction of tension and conflicts between social enterprise and the stakeholders. In designing the model authors applied similar solutions implemented in public institutions and non-governmental organizations in the field of measuring the results. On the base of several theoretical studies authors presented the view that the model of social enterprise performance measurement should include three basic perspectives: scope of reference, level of execution (action implementation) and the level of impact (effectiveness/success). The first of the proposed perspectives – scope of reference– is measured by the degree of meeting the goals of social enterprises with regard to their beneficiaries, target groups and tasks specified in the strategy The second perspective is used to measure the level of execution (action implementation), namely the progress achieved in the course of implementing social enterprises’ actions in relation to the assumed goals. The first two of the mentioned perspectives of the proposed model of social enterprise performance measurement, i.e. scope of reference and implementation of organization’s operations, seem to determine the third perspective, namely efficacy of an organization (which can be identified with social enterprises’ success). The presented model may enrich both theory and practice of the process of management of social enterprises, giving managers new instrument for measuring the results. The proposed model allows to focus on what is particularly significant in the process of measuring the results of social enterprises. The outcomes of the application of utilitarian measures of assessments – not only moral, but also organizational and economic – will enable learning the mechanism of success and failures of social enterprises contributing to professionalization of their actions.

Business environment knowledge society affected by logistical processes is characterized by increasing risk. Individual customer requirements are growing tendency to shorten the length of the sales life of products, which increases the risk for the benefit of quality, which affects the opacity of logistics chains, increased demands on coordination flows. Effects can be localized in one part of the logistics chain or affect the entire logistics chain. Options to increase the competitiveness on the basis of global business make it possible to invest in areas such as cost advantage. Low labour costs, sourcing, reducing the rent for land and warehouse space, tax breaks. Globalization and accelerating traffic tend to reduce storage intermediaries and to strengthen the centralization of storage. The aim of this paper is to describe the current state of knowledge and risk management in manufacturing company in the automotive industry, identification, analysis and risk assessment for the purpose of introducing new proposals and measures to eliminate and security training, rapid response and protection easier manufacturing company. In connection with the risks it is appropriate to predict future developments, i.e. likelihood occurs when materialisation of a risk, i.e. the threat risk to be real. The results were presented to management guidance Production Company working on meetings to the application of new proposals, the implementation of the proposed measures and recommendations into production logistics processes of manufacturing company.

The purpose of this paper is to present the framework and research design of a two-year European Social Fund project which aims to improve the abilities of logistics SMEs in Kymenlaakso region to utilize knowledge management tools and practices for improving management and organizing of work. The paper describes the rationale, activities and expected outputs of the research and development project. Activities include surveys, interviews, seminars, workshops and academic research activities. Outputs are new tools for evaluation of knowledge management practices in SMEs and for assessment of digitalization and related practices in SME context; KM and digitalization “development maps” for project organizations; new development methods for three most critical KM challenges; targeted development workshops; general seminars on KM in logistics SMEs; an electronic handbook of KM; an applied university KM course; and research reports. The paper proposes a holistic approach for increasing understanding of KM in logistics SMEs, and at the same time explains a practical approach for improving KM in SME context. It thereby contributes to the understanding KM in SME context, as well as in the logistics industry. This project implements practical knowledge management methods and tools within SMEs operating in logistics. The evaluation methods developed during the project can be applied also to other regions and industries to assess the performance and to improve the management of SMEs in general.

This paper aims to investigate the cultural drivers that lie under the adoption of Social Entrepreneurship (SE) in Ukraine, mainly focusing on the role that In-group Collectivism and Human Orientation play in shaping Entrepreneurial and Social Orientation of both individuals and organizations. The paper is theoretically grounded and based on an inductive approach. Firstly, an extensive literary review about SE is proposed. Secondly, SE in Ukraine is depicted. A cultural interpretation of the emerging trends is, therefore, provided, mainly referring to the available GLOBE data. This paper contributes to the literature improving about SE by providing for a culturally-based framework to deepen a still unexplored field. Moreover, the value of this study consists in presenting how cultural particularities shape social entrepreneurial activity in Ukraine, offering a new and original contribution about the topic. This paper will expand the ability of both academics and practitioners to recognize culture as key drivers of SE. In doing this, it opens up future exploitations about the way culture and cultural diversities may be managed in order to improve the effectiveness of firms’ practices particularly referring to social well-being.

The objective of this paper is to analyse and explore what features and competencies translate into proper management of social enterprise and its success. In order to do that we use interdisciplinary research approach deriving from entrepreneurship and management theory (social enterprise success scale), as well as psychology using Business-Focused Inventory of Personality (BIP). BIP has not been used in the case of social enterprises, which gives hope for enriching the existing body of scientific knowledge on managerial traits and competencies is social sector. In Poland, in spite of 8 years of legislative effort, there has not been a social enterprise as a legal construct introduced into the system (Ciepielewska-Kowalik et al. 2014). However, basing on the nine guiding criteria by EMES, social cooperatives are closest to them when compared with other social enterprise models in Poland (Defourny and Nyssens 2006). Therefore, we focus our research on social cooperatives. In order to achieve our reach objective we interviewed 30 social entrepreneurs managing social cooperatives We use interdisciplinary research approach deriving from social policy, entrepreneurship and management theory, as well as psychology. To date, Business-Focused Inventory of Personality has not been used in the case of social enterprises, which gives hope for enriching the existing body of scientific knowledge on managerial traits and competencies is social sector. This paper provides support for the importance of factors of individual nature, including the personal qualities of entrepreneurs, which considerably affect the success of social enterprises. Proper recruitment and job matching translates into better management, which in turn translates into success achieved by social enterprise and creation of public/social value. Furthermore, empirical evidence supports the view that given dimensions of personality play a significant role in effective work performance in particular positions and certain competences used by social entrepreneurs are specific to that sector.

The study aims at explaining that sustaining rural development helps to support entrepreneurship combining social and economic business leading to design hybrid organizations. Rural resources as entrepreneurial milieu shape the entrepreneurial process. European rural development policies support the economic growth of rural areas driving new business opportunities for rural entrepreneurs creating social and economic value. Social entrepreneurs address new social needs in entrepreneurial ways showing a high social responsible orientation by aligning the activities that generate profit, environmental and social benefits building hybrid organizations focusing on social value creation within or outside the organization’s boundaries. The study relies on archival and qualitative data drawn by review of literature on social entrepreneurship and hybrids organizations, on the role of rural development by describing the European framework and policies promoting the sustainable development of rural areas and communities. Rural development policies help to revitalize rural economies and communities. Rurality as dynamic concept and synonym of diversity, history, landscape, heritage, traditions and values related to renewal of agriculture within post-industrial society where rural entrepreneurs emerge as partners for driving local economic development by promoting wealth, environmental and social benefits. European rural development policies lead farmers and rural entrepreneurs to combine social, economic and rural perspectives developing entrepreneurial ventures and hybrids organizations actively providing benefits for environmental and social value creation within rural areas and countryside.

Standard operating procedures (SOPs) are a part of healthcare operations but relying on explicit knowledge is not necessarily sufficient to continuously adapt and improve processes. The theory of communities of practice (CoP) proposes an approach to knowledge sharing that could supplement the use of SOPs. A CoP is a social community formed around a practice (e.g. ICU nursing) which induce a propensity to share experiences and thereby constitute knowledge sharing (Lave & Wenger 1991; Brown & Duguid 1991). CoP was conceived as a descriptive construct but has gained popularity and is found to improve practice performance, but knowledge about developing and measuring CoP is lacking (McKellar et al. 2014; Li et al. 2009a; Ison et al. 2014). We propose a method to develop a CoP and the method is tested in a blood analysis unit at ‘Nordsjællands Hospital’ in Denmark. The interventions were identified from current CoP research. Interventions were initiated just after baseline measurement. The following interventions took place: The practice was operationalized narrowly as employees performing a specific operational task. The practice was chosen due to a high frequency and recurring problems. A voluntary CoP coordinator was identified. She then invited her colleagues to participate in the CoP and arranged CoP meetings. The ‘Event Effect Method’ was used to control for effect modifiers by identifying events both part and not part of the intervention and estimating their effect on CoP. The development method improved knowledge sharing and the SOP. The method confirmed some earlier findings regarding CoP development and raises new questions regarding participant engagement, researcher role and start-up workshop. The results indicate that knowledge sharing within operations can be improved by considering tacit and explicit knowledge sharing as supplementary.

This paper aims to providing a new model able to define the steps and the framework for the strategic management of the Intellectual Capital for the city’s sustainable development and value creation dynamics according to the interpretative key of the collective intelligence notion. Then, it is introduced the case of the city of Matera as relevant urban context strongly involved in a process of development and of strategic planning centred and based on the effective identification and exploitation of the IC in terms of collective intelligence. Framed in the fourth stage of IC research and adopting the collective intelligence approach, first, a conceptual framework for the city’s strategic planning harnessing the power of knowledge assets and IC, collectively created by the engagement of multiple stakeholders inside the city community is introduced and discussed. Then, the framework is shortly experimented through an application to the City of Matera, in Italy, recently awarded of the title “European Capital of Culture 2019”. The originality of the paper resides in bringing together issues usually dealt with separate literature domains, such as urban studies and regional economics, intellectual capital strategic management and collective intelligence streams, seeking to offer a significant contribution to the scholarly debates and a platform for a critical reflection for the elaboration and the application of the urban policies. Due to the innovativeness and exploratory nature of the study and related assumptions and modelling, future research needs to further test their applications as strategic tools to be used more-in-depth by the city of Matera as well as by other cities, as well to re-frame it according to the insights and impacts derived from the practical actions delivered by the decision-makers of the cities.

This paper aims to characterize the role of relational capital as a key for collective decision-making processes in water management within a rural community (Santa Rosa) near the Mexico-Texas borderland. Relational capital, also known as social capital, is concerned with the resources that individuals, community groups, institutions and organizations derive from their participation in networks and associations for social change. In particular, commons-based social organization models are becoming increasingly important to social policy practitioners to engage with communities and enable them to better use community assets for development. In this context, this paper is aiming to dive into a thorough literature review in which Resilience, and Rural Resilience in particular is defined as the capacity of a system to absorb shocks and disturbances, while still maintaining the same functions, structure and feedbacks (Walker and Pearson, 2007). Hence, this piece of work focuses on the notion of Rural Resilience as a means of community survival under challenging conditions (Weick et al., 1999). By adopting a grounded theory model, developed by Glover (2012), this piece of research will apply four categories of analysis embedded in the Rural Resilience concept (Glover, 2012:360): Strategies, Learning, Resources Used and Innovation for Santa Rosa´s case, a community whose land revels in the existence of natural resources such as water and shale gas but multiple stakeholder interests threaten them. It is thought that the adjustment on government policies about water, energy and sustainability creates new scenarios for the local decision-makers. This scope and methodology could shed some light on Santa Rosa community’s social mechanisms to find a set of strategies that allow a better interaction to endure change as part of their reality. Indeed, some rural community resilience strategies could develop governance capabilities in the case of the Mexico-Texas borderland region. By presenting a summary of recent literature on social capital in communities and a regional case study, this paper presentation will aim to reflect on the role of low/high levels of social capital nodes in order to foster key capabilities and networks amongst some of the Mexico-Texas borderland emerging and conscientious rural citizens.

Nowadays, the focus on supporting knowledge workers is very significant and on the first place, there is a need to support the knowledge intensive processes – processes of reasonable and right decision-making. These processes can be improved by implementation of knowledge management tools that allows of reducing the cost of gathering and disseminating knowledge. The problem the author works with here is: How organizations can successfully use case management for forming corporate knowledge. The purpose of this paper is consideration of the issues of ICT and information systems (IS) applications for supporting of knowledge-oriented case management and improve quality of client care. Scientific methodology of the research rests upon system approach, complex and comparative analysis. In this stage of the study, the author uses the research method based on literature review, analysis of large volumes of information, and findings of investigations in the field of knowledge management tools successful implementation for knowledge intensive processes supporting and improving quality of client care. Original contribution of the work is analysis and classification of case management tools, used for knowledge workers support. The research also considers the cultural aspect related to the case management practical application. The implementation of CM systems requires consolidation of infrastructure and people to understand the impact of modern technologies on everyday business practices and the need for data management and analysis. Currently adaptive case management systems are used actively in the following areas: Complex services provision in health care, jurisprudence, finance, reporting and informational support, conduct of client affairs; Development of complex products and conducting marketing campaigns; Social sphere and social initiatives, etc. Case management solution based on Business Process Management (BPM) technology provides the best way for support of capturing, gathering, sharing, and retrieval of knowledge for knowledge workers within a business processes. Systems of BPM and Enterprise Content Management (ECM) with specific support for knowledge-intensive processes can be discussed as a more appropriate optimal decision to case management. Moreover, case management system can combine the best features of several classes of information systems.

The paper presents the results of the differentiation of KM tools depending on the certain knowledge domain. This research was done as part of INNOVARRA project (Innovations in Company Knowledge Management: Typology, Methodology and Recommendations) which aims to identify methods and tools of knowledge management (KM) for specific company knowledge domains, which also affect the performance in Russian companies. Identification and systematization of KM methods and tools was initially done by literature review. Then the results were discussed and reviewed through the interviews with KM experts during two international practice-oriented conferences. Specifics of KM for several domains were also studied within INNOVARRA project using surveys, case study and interviews. New methods for the selected domains were developed with the help of design science research methodology. This research puts in evidence on the issue of KM methods suitable for the particular knowledge domain and type. KM tools are differentiated in the study as “universal” and domain-specific ones with a special focus on a number of domains: customer knowledge, operations management knowledge, and strategic management knowledge. Described in the study interrelations between knowledge domains, KM methods and tools may help knowledge managers to select а proper method/tool. Such a selection can be applicable either for the whole company or for certain functional areas.