أثر عمليات إدارة المعرفة في أداء المؤسسة من منظور بطاقة الأداء المتوازنة : دراسة تطبيقية بشركة الخزف الصحي بالميلية-جيجل

Abstract EN

The aim of this study was to test the impact the knowledge management processes on the performance of the organization from the perspective of the Balanced Scorecard(relationship and impact).

The study was conducted at the level of Al-Miliya Ceramics organization.

The data were collected by designing a Questionnaire aimed at a sample of 32 frames of the organization (branch managers, department heads, interest officials, control agents) .The results showed a statistically significant relationship between knowledge management processes on the performance of the organization from the perspective of the Balanced Scorecard.

The results also showed that there is a statistically significant impact of knowledge management processes on the performance of the organization from the perspective of the Balanced Scorecard (financial performance, internal processes, customer satisfaction, learning and growth).

The study recommended the need to strengthen the process of sharing and applying knowledge at the level of the organization being investigated as a source of value creation and customer satisfaction and achieve exellence performance.