REVISTA DYNA MANAGEMENT

Key words:

gestión del conocimiento, innovación, procesos de negocio, tecnologías de la información y la comunicación, knowledge management, innovation, business processes, information and communication technology.

Article type:

COLABORACIÓN / COLLABORATION

Section:

COLLABORATIONS

ABSTRACT:
Carr [1] said that Information and Communication Technologies (ICT) were no longer a competitive advantage. Simply, if the company did not have them, it would no longer be effective and eventually disappear; but the mere fact of owning them did not necessarily imply that the company was better, it simply allowed him to continue competing. Currently, companies also know that they must learn to manage the knowledge that flows within the organization and between it and its environment and that the current dynamics provided by the Web 2.0 environment are key to what today may still be a competitive advantage, but that perhaps, in short, it will be indispensable to survive.
In the present article, we propose a scheme of relationship of variables such as the degree of use of ICT in knowledge management (KM), innovation and performance applied to the case of the CaixaBank banking group. The results show that this company uses different types of collaboration tools between its clients and employees, innovation communities, digitalization processes in the acquisition of customers via the Internet or the management of incidents and queries. The application of the study to the case of the CaixaBank banking group shows that the combined use of these ICTs has positive effects in KM practices, innovation of products and processes as well as the performance of the entity.

Keywords: knowledge management, innovation, business processes, information and communication technology.