Robertson, Maxine Jane (1999) Sustaining knowledge creation within knowledge intensive firms. PhD thesis, University of Warwick.

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Abstract

This thesis is concerned with understanding the way in which knowledge creation was
sustained over time within a particular type of knowledge intensive firm referred to as an
expert consultancy. Expert consultancies are differentiated from generalist management
consultancies in terms of their knowledge intensity i.e. the high levels of expertise of the
workforce and their focus on the development of highly customised creative and
innovative solutions rather than on the diffusion and implementation of pre-packaged 'best
practice' solutions. Two longitudinal case studies were conducted in expert consultancies
and a critical interpretative approach, characteristic of the constructivist paradigm was
adopted for their analysis. Processes of knowledge creation are intrinsically complex and
unpredictable. The leaders of such finns then are perpetually seeking ways to manage the
fundamental tensions that exist between autonomy and control and efficiency and
uncertainty.
A retrospective historical analysis was developed of the way in which knowledge creation
occurred and the organisational conditions that served to shape the process over time
within both firms. The organisational conditions that were considered included not only
structural aspects of the firm but also cultural and social conditions. Any changes that had
occurred over time with regard to the way in which knowledge creation occurred were
considered in relation to the organisational conditions that may have stimulated such
changes in order to develop this analysis. The research found that a number of distinctive
structural conditions contributed to sustaining processes of knowledge creation over time,
including profit satisficing behaviour, an absence of professional management, and a
resource rich environment. Critically, a strong yet ambiguous culture was found to be
important for sustaining processes of knowledge creation. Organisational ambiguity
promoted quasi-normative control, regulating individuals' dual identities as both
'consultant' and 'expert'. Quasi-normative control promoted both creative and selfdisciplining
behaviour such that processes of knowledge creation occurred in ways that
were ultimately efficient for the finn. These findings represent a new contribution to
knowledge with regards to organisational culture and the management of knowledge
workers and will hopefully stimulate further research in this area.

Item Type:	Thesis (PhD)
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Library of Congress Subject Headings (LCSH):	Knowledge management, Consultants -- Great Britain -- Case studies
Official Date:	May 1999
Dates:	Date Event May 1999 Submitted
Institution:	University of Warwick
Theses Department:	Warwick Business School
Thesis Type:	PhD
Publication Status:	Unpublished
Supervisor(s)/Advisor:	Swan, Jacky ; Scarbrough, Harry, 1955-
Extent:	v, 307 leaves
Language:	eng

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