“Dynamic model for the knowledge management and measurement of intellectual capital in services companies”, Victor Hugo Medina Garcia, Elmer Yesid Fajardo Rodriguez and Lina Maria Medina Estrada
VÍCTOR HUGO MEDINA GARCÍA, Distrital University, Colombia
ELMER YESID FAJARDO RODRÍGUEZ, Distrital University, Colombia
LINA MARIA MEDINA ESTRADA, Distrital University, Colombia
DOI: 10.47556/B.OUTLOOK2017.15.4
Purpose: The purpose of this paper was to design and apply a model for the management of knowledge
and measurement of intellectual capital in the Banco Bilbao Vizcaya Argentaria (BBVA), Colombia’s network
of Commercial Banking Offices in North Bogotá, Colombia, in order to improve the commercial results of its
offices.
Design/methodology/approach: To develop the conceptual model we used the soft systems methodology,
and the validation and evaluation of the model was based on the integration of systems dynamics with the
balanced scorecard.
Originality/value: The contribution of the model was the incorporation of 30 unpublished indicators for the
measurement of intellectual capital, which established the relationship of these new indicators of knowledge
with the traditional indicators of management of the basic processes of the office network.
Practical implications: The proposed model allowed the demonstration of the contribution of knowledge
as an intangible asset capable of generating competitive advantages for service offices in this area. Also, it
verified the importance of the processes related to the knowledge and its direct impact on the commercial
results of the bank’s network of offices.
Keywords: Knowledge management; intellectual capital; commercial income; balanced scorecard; system
dynamics; profitability.
