Candidate: Jacalyn S. Smeltzer

Degree of: Doctor of Philosophy

Department: Psychology

Title: A Behavior Systems Analysis Approach to Designing a High-Impact Knowledge Management System

Committee:
Dr. Richard Malott, Chair
Dr. Dale Brethower
Dr. John Austin
Dr. Ted Apking

Date: Wednesday, April 21, 2003, 3:00 p.m. - 5:00 p.m.
2536 Wood Hall

Abstract: Behavior systems analysis is an approach to designing and managing systems that incorporates the human-performance-technology model of systems analysis and considers the basic principles of behavior when analyzing causes of performance deficiencies and in selecting interventions to address those deficiencies. Behavior systems analysis focuses on three major conditions that influence behavior: (a) the motivation of the individual, (b) the immediate environmental cues, and (c) the consequences of behavior (Malott & Garcia, 1987; Suarez, 2001). The present study used behavior systems analysis to design a knowledge management system for a small business, a consulting firm in the employer-provided training industry. A six-phase process of analysis, goal specification, design and development, implementation, evaluation, and recycling was used to meet the system's objectives.
The objective of this study was to apply the principles of behavior analysis and the behavior-systems-analysis method to design a knowledge management system that would support employee's performance on the job in a way that clearly linked to business results (high impact) and that was appropriate for a small business. The behavior systems analysis approach is described and a review of the traditional theoretical underpinnings of knowledge management is provided. In addition, many concepts in knowledge management are explained using a behavior-analytic interpretation.
The knowledge management system (KMS) was evaluated with subjective measures, process measures, and performance measures. Subjective measures indicated a positive effect on employee satisfaction and productivity. Process measures indicated reasonable business outcomes will result. Performance measures were assessed with statistical tests, which indicated a significant increase in the frequency of performance after the KMS implementation for one of the two subject groups (chi-square for independence test); and a significant improvement in the consistency of performance after the KMS implementation for both subject groups (t-tests for independent samples).

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