Exploring Knowledge Management Practices in Multinational Technology Companies

Abstract

Global operations create significant growth opportunities for multinational companies, but effective knowledge management in different national markets is a key challenge. The specificity of such companies stems from management complexity, particularly in operational processes that require data, information, and knowledge processing, while accounting for extensive organizational structures, complex communication channels, and cultural differences. This requires the use of appropriately tailored, flexible, and scalable knowledge management and AI solutions. Although research on knowledge management and AI across various business areas is increasing, multinational companies continue to face challenges with existing and planned solutions, and there are theoretical, methodological, and practical gaps in the field. The paper explores the knowledge management approaches, practices, and procedures employed by selected multinational technology companies. The research was based on self-administered questionnaires and interviews with employees involved in the design, development, and implementation of knowledge management and AI systems. The study included professionals in various management and consulting roles across Europe, the Middle East and Africa (EMEA), North America (NA), Latin America (LATAM), and the Asia-Pacific region (APAC) to capture a broad range of perspectives. The companies involved in the research use formalized knowledge management practices to varying degrees, adapting them to their specific organizational contexts. The identification and analysis of these practices, along with the related knowledge management challenges and barriers to AI adoption, may support the development of recommendations for improving the design and implementation of innovative solutions for managing both explicit and tacit knowledge.