The Client Voices Pilot: Managing Knowledge in the NGO Sector in Aotearoa-New Zealand

The purpose of this thesis is to present the Client Voices pilot project as an example of the type of knowledge management system that non-government organisations in the community and development sectors can use to leverage competitive advantage for their long term success. The four major knowledge management issue themes: connectivity, collaboration, content and capacity are discussed in detail throughout the thesis. The organisations, legislation, project background work and funding issues that created the environment for the Client Voices project are outlined. Following this an examination of the theory behind both knowledge management and competitive advantage is offered with a number of real-life, practical examples used for descriptive purposes. The Client Voices pilot project is then discussed in some detail in terms of the methodology employed as well as the fieldwork that undertaken. A critical analysis of the project is then presented using the four major issues themes and a number of recommendations are made for development practitioners and academics alike. Finally, the findings of the thesis are reiterated, the implications of both the Client Voices project and knowledge management in the NGO sector are posed and the effects of globalisation on grass roots NGOs as well as an alternative growth model are considered.