Bridging gaps in knowledge transfer : a framework for efficient and sustainable knowledge handovers in IT departments

Abstract

Knowledge transfer is crucial in organizations and their IT departments, where technological complexity and frequent personnel changes pose significant challenges. This research explores how knowledge transfer between external and internal developers in a global retail company can be structured to ensure efficiency, sustainability, and minimize stress while reducing knowledge loss.

Using semi-structured interviews with developers, Product Owners, and Scrum Masters, the study captured insights on stress, workload, and documentation practices. Quantitative metrics, such as Objectives and Key Results (OKRs), complemented this by evaluating knowledge retention, process stability, and system availability.

The resulting framework emphasizes structured handovers, quality reviews, and targeted mechanisms to enhance efficiency and reduce errors. It promotes shared learning, continuous monitoring of absorptive capacity, and resilience during organizational changes.

Grounded in theoretical models like the IOKTE and KTA frameworks, the research tailors these approaches for IT environments, emphasizing corporate culture and systematic processes to facilitate knowledge sharing. Future research could assess the framework's scalability and explore the impact of technologies like artificial intelligence on knowledge management.

This study offers practical strategies to bridge knowledge gaps, safeguard operational stability, and enable sustainable knowledge transfer, making it highly relevant for dynamic IT settings.