Abstract

During times of organisational change and restructuring, processes and people are all affected to varying degrees. Within this context the ability to ‘manage’ knowledge is important, if the outcomes of business competitiveness are to be realised. This paper builds on previous research investigating the approaches of companies to knowledge and process management. Using the Royal Mail as a case study, managers’ perceptions of knowledge management in times of change and restructuring were explored using a framework, which suggests ways of evaluating approaches to knowledge, depending on whether the context involves changes in people or processes. Finally the framework was evaluated with managers to establish its usefulness in informing approaches to managing knowledge in times of restructuring.