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This paper investigates critical success factors and strategy of knowledge management within organization that made of multi generation workforce. It is widely understood that tensions and conflicts are inevitable if employees from every generational cohort fail to understand and accept the unique characteristics of each group. As the race to gain competitive advantage between businesses growing intensely from time to time, there is a need emerging for a strong guidance in developing a correct knowledge management strategy in respect to multi-generation work force phenomenon. By incorporating knowledge management critical success factor and strategy and also generational differences obtained from literature review, we design models that can be used to choose appropriate knowledge management strategy in a multi generational workforce organization. Using these models, which were validated using Structural Equation Modelling (SEM), it is found that the appropriate knowledge management strategy for multi generation work force organization is external personalization.

Knowledge management in multi-generation workforce: investigation on critical success factor and strategy