Navigating Knowledge in the Hybrid Era: Critical Success Factors for Managing Knowledge in Commercial and Industrial Hybrid Workplaces

Abstract

Hybrid work (HW) environments are increasingly prevalent, necessitating effective knowledge management practices (KMPs) to ensure organizational success. This study aims to evaluate the critical success factors (CSFs) of KMPs in hybrid workplaces, emphasizing the integration of quality management systems and structured knowledge management frameworks to enhance industry relevance. The research was conducted in two successive steps. First, the literature review was conducted to derive the CSFs of KMPs. As little literature was found regarding CSFs of KMPs in HW, CSFs of KMPs in traditional office-centric work were also considered. Second, a semi-structured interview was conducted to evaluate these CSFs in HW. The participants were from five global organizations across various industry sectors that adopt hybrid work and practice extensive knowledge management (KM). The study shows that CSFs for effective KM in HW are: well-designed processes and policies, comprehensive training and development systems, strategic use of technology, strong leadership support, a culture of cooperation and participation, seamless integration of KM into daily workflows, adaptability to organizational changes, and continues evaluation through feedback mechanisms. These factors collectively enable organizations to manage knowledge effectively, enhancing overall performance and adaptability in hybrid work environments. This study focused on the unique context of hybrid workplaces, a relatively new and evolving work model, and exploring the critical success factors for effective knowledge management within this setting. By examining diverse industries and utilizing in-depth case studies, this research provides practical insights into how organizations can successfully implement knowledge management practices in hybrid settings, thereby contributing to the broader discourse on quality systems and structured KM frameworks.