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A positive deviance perspective on hospital knowledge management: Analysis of baldrige award recipients 2002-2008

Resource type
Authors/contributors
Title
A positive deviance perspective on hospital knowledge management: Analysis of baldrige award recipients 2002-2008
Abstract
Knowledge management (KM) is emerging as an important aspect of achieving excellent organizational performance, but its use has not been widely explored for hospitals. Taking a positive deviance perspective, we analyzed the applications of nine healthcare organizations (HCOs) that received the Malcolm Baldrige National Quality Award from 2002 to 2008. Baldrige Award applications constitute a uniquely comprehensive, standardized, and audited record of HCOs achieving near-benchmark performance. Applications are organized around leadership, strategy, customers, information, workforce, and operations. We find that KM is frequently referenced in all sections, and about two thirds of each application addresses KM-related issues. Many specific KM activities, such as strategic and action plans, communications, and processes to capture internal and external knowledge, are addressed by all nine applications. We present examples illustrating these frequently appearing KM concepts. Baldrige Award-recipient HCOs apply continuous improvement to KM processes, as they do to their organizations as a whole. We conclude that these HCOs have developed sophisticated, comprehensive KM processes to align both culture and specific procedures throughout the organization. KM in these organizations is a deliberate effort to keep all relevant knowledge at the fingertips of every worker, characterized by frequent communication, careful maintenance of content accuracy, and redundant distribution. We also conclude that the extent and rigor of their KM practice distinguish them from other U.S. hospitals.
Publication
Journal of Healthcare Management
Volume
58
Issue
3
Pages
187-203
Date
2013
Language
English
ISSN
1096-9012
Short Title
A positive deviance perspective on hospital knowledge management
Archive
Scopus
Library Catalog
Scopus
Citation
Griffith, J. R., Fear, K. M., Lammers, E., Banaszak-Holl, J., Lemak, C. H., & Zheng, K. (2013). A positive deviance perspective on hospital knowledge management: Analysis of baldrige award recipients 2002-2008. Journal of Healthcare Management, 58(3), 187–203. Scopus. https://pubmed.ncbi.nlm.nih.gov/23821898/