Faculty of Commerce, Law and Management

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Subject: search.filters.subject.Knowledge management

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    Knowledge Management in South African Project-Based Firms
    (2014-01-08) Shoniwa, Martin
    Knowledge management is a key source of innovation in organisations. Knowledge acquired from dealing with one client can be recycled through a process of knowledge transfer and storage to improve innovation and to affect the performance of organisations. In our information economy, producing and distributing information and knowledge are a major source of wealth and prosperity. In this context, it becomes important for organizations to manage their knowledge as a key strategic resource with particular reference to the nature of the operations of the firm. The main problem is to evaluate how project based firms source knowledge from projects, how they optimize their knowledge resources and how they meet challenges in project knowledge management in South Africa. This research is qualitative in nature and the type of research is an interpretive study. Based on a literature review, a semi-structured interview was conducted and the data collected was codified, categorised and compared with the literature review to confirm the key findings. The key findings of this research were aligned to each part of the main research problem as follows. • Project based firms can source their project knowledge through dialogue, using web portals, organisational culture, fostering sociable environments, building relationships and choosing diversified knowledge workers. • Project based firms can optimise their knowledge assets for projects through bundling knowledge into transferable packages, strict policing of document standardisation, using classification, tags and codes, exposing and acknowledging knowledge workers, protocols and standardising information systems. • Project based firms can meet the challenges of managing project knowledge through strict protocols, using professional external facilitators for project audits, creating conducive environments for sharing mistakes and keeping a centralised knowledge repository and team member directory. The key message is that the principles of knowledge management which have been applied in businesses and organisations can also be applied to project based firms with great effect and profitability
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    Tacit knowledge-management practices in a South African media company
    (2012-10-04) Patel, Anita Manharlal
    The purpose of the research was to explore how tacit knowledge is perceived, understood and managed within a media company in South Africa. The research was conducted as a case study through an interview process. The case study was specific to a single media organisation, MultiChoice Subscriber Management Services (Pty) Ltd. (referred to as “MultiChoice”). This report represents the MultiChoice staff members‟ view of what they considered tacit knowledge to mean and the practices in place at MultiChoice to capture and retain the knowledge. Fifteen candidates were interviewed. They were specifically chosen as they are purported to be specialists in their respective fields and are retention candidates within the organisation. The interviews were summarised and the key findings analysed. On the basis of the review of the literature and the interviews with the 15 interviewees the following emerged:- The interviewees understood and supported the perception of the term tacit knowledge as described in the literature review; Indirect/informal practices were in place to monitor, capture and retain the tacit knowledge; and Interviewees were willing and prepared to adopt tacit knowledge practices if these are implemented formally. It appears that there was a common understanding among interviewees that tacit knowledge practices were the competitive advantage in which an innovative company should invest. This investment was the key to grow and develop staff and the potential to be an innovative company. The overall impression was that tacit knowledge practices are becoming increasingly in demand in organisations and companies as well as employees were gaining awareness within the work environment.
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    Knowledge Management within the Government Communication and Information System (GCIS)
    (2012-09-10) CHABALALA, FUMANI SOLANI STANLEY
    The foundation around which the operations and processes of government and public sector institutions is centred is knowledge and information. However, this asset is not afforded the same recognition or status as physical and financial assets. A growing body of knowledge around Knowledge Management (KM) fostered a curiosity to explore the prevalence of the practice regarding GCIS. The paper also examines the perceptions of the benefits, problems, responsibilities and technology that the organisation utilises to execute its mandate to the general government of the Republic of South Africa. To realise the objectives of the study, a case study of GCIS was chosen. Questionnaires and in-depth interviews were used as the main instruments of data collection. Key findings of the research indicate that approaches to implementing KM within the organisation are in place; however, they are not strategically driven. KM practice needs to be conceptualised from top management in order that it can be cascaded down to individual units to have an impact on the organisation.
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    Knowledge Management Applications in Johannesburg Water’s Call Centre
    (2012-01-20) Ruplal, Suchithra
    Call Centres are viewed more and more as important and powerful means through which companies can improve service delivery to their customers. This research paper investigates how the strategic application of knowledge management within the Call Centre customer interface, through the support of senior management, can improve service delivery within Johannesburg Water. One-on-one interviews were conducted with selected Call Centre team leaders, and management from the Call Centre and the Operations department. Primary data was also extracted from the company‟s information management system (IMS). The Customer Service Representatives (CSRs) were observed within their work environment. Appendix A describes an example of the Call Centre customer service interface when a customer calls to log a complaint with Johannesburg Water, a Municipal Owned Entity (MOE). Knowledge management when applied as part of the Customer Relationship Management (CRM) strategy may be helpful in improving service delivery. Call Centre management has to invest in its people component of Knowledge Management (KM) strategy in order to have effective processes and effective technologies. Research conducted may be applicable and adapted to other public sector Call Centres. The study conducted indicates that senior management should focus on strengthening the “people” component of KM in order to achieve effective service delivery. Knowledge management gaps at the Call Centre were identified through the study which would be beneficial to Call Centre management in improving service effectiveness of the Call Centre for the organisation
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    KNOWLEDGE WORKERS PERCEPTIONS OF PERFORMANCE RELATED PAY
    (2011-10-20) Powell, Benjamin John
    Companies implement performance related pay systems with the belief that it will improve employee performance. The companies rarely test the effectiveness of PRP after it has been implemented. This study will test knowledge workers‟ perceptions regarding the effectiveness of PRP. This research will contribute to empirical data available on the perceived effectiveness of PRP, specifically focusing on the perceptions of knowledge workers. The research was conducted using a survey. A questionnaire was compiled from the literature and based on the feedback received from five interviews using open-ended questions. The quantitative questionnaire was then handed out at a Business School to knowledge workers from a wide variety of industries and on various salary levels in their respective organisations. A hundred and nineteen questionnaires were received back from two hundred questionnaires handed out. The result indicated that performance related pay is not perceived by knowledge workers to encourage performance if PRP is linked to annual increases. The respondents indicated that PRP, if linked to annual increases, have a perceived effect on tenure, does not influence loyalty and does not contribute to the performance of knowledge workers. PRP were seen as recognition for work done but had no perceived influence on motivation
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    THE IMPACT OF KNOWLEDGE MANAGEMENT IN MANUFACTURING ON CUSTOMER VALUE
    (2011-10-19) Tonkin, Caesar Johnathan
    The objectives in this research were to determine how knowledge management, when applied to core manufacturing business processes, may impact on customer satisfaction ratings, or higher repeat business or increased sales from new products. The defined core manufacturing business processes are product development, supply chain management and process improvements. This research involved six global manufacturers in the United States and South Africa. It is shown from the research findings that where a manufacturer adopts a knowledge-orientation in its core manufacturing business processes, this can meaningfully support improved customer value indices, in particular customer satisfaction. It was found that knowledge optimisation happens mostly when applied to process improvements. Yet, knowledge creation seems not to be implemented in product development or supply chain management or customer value learning practices. These would be the greatest leverage points for future growth of global manufacturing organisations.
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    MEASURING INTELLECTUAL CAPITAL AS A DRIVER OF CORPORATE VALUE
    (2011-10-14) Singh, Avinash J.
    The study sought to test the applicability of a methodology proposed by Professor Baruch Lev to measure the value of intangible capital of 17 non-financial companies listed on the JSE Securities Exchange and to ascertain whether intangible measures have superior predictive capabilities to traditional accounting measures with regards to shareholder returns. Intangible driven earnings (IDE), intangible capital value and comprehensive values (net asset value plus intangible capital) were determined for the sample companies. Although IDE growth displayed no correlation to shareholder returns in the same period it did so for shareholder returns in a subsequent period. Market-to-comprehensive (M/C) value displayed stronger negative correlation to shareholder returns in a subsequent period versus the traditional market-to-book (M/B) value confirming the superior ability of M/C values in distinguishing between overvalued and undervalued shares. From the research it would appear that both IDE growth and M/C values possess strong predictive capabilities of future shareholder returns and could be used by investors in pursuit of abnormal returns
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    CREATING VALUE THROUGH KNOWLEDGE TRANSFER
    (2011-10-07) Küsel, Thomas Wolfgang
    Knowledge transfer is becoming an increasingly important component of the offerings produced by technology organisations. These organisations face the challenges of understanding how the transfer of knowledge creates value for their clients and how to facilitate this transfer of knowledge. The purpose of this research was to discover the components of the created value and the mechanisms which can be used to assist the transfer of knowledge. The main findings were that value is created by building the client‟s tacit knowledge about the technology and by embedding knowledge explicitly in the form of technological tools and related processes. A model for efficient knowledge transfer was developed and a case study revealed ten practical mechanisms based on this model.
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    A Framework for Sharing and Retaining
    (2011-06-15) Solomon, Jacob
    Organisations have in recent times realised that they base their competitive advantage on knowledge. Knowledge in the form of people’s expertise is seen as an organisation’s greatest value creating asset. Tacit knowledge in the form of employees’ skill and their “know how” gives any organisation a competitive advantage. It is this cognitive knowledge that must be shared, retained and communicated within an organisation in order to create a sustainable competitive advantage by growing the tacit knowledge of the organisation as a whole. This valuable tacit knowledge needs to be made explicit to individuals within the organisation but obscure to those outside the organisation in order to hinder other organisations imitating or developing it to their own benefit. The main purpose of this study was to determine what methods of knowledge sharing can be used to explicate and share knowledge in particular types of industry. The study was done by means of a literature review and considered alternative methods of knowledge sharing to propose a framework for sharing and retaining knowledge within organisations in particular types of industries. The current research highlights what style of learning an organisation can adopt to be most effective in the industry in which they operate and suggests various methods that organisations can use for sharing and retaining knowledge within the knowledge conversion cycle. The main finding of this research presents a theoretical foundation as a conceptual framework that combines different methods for sharing and retaining knowledge within the knowledge conversion cycle and the style of learning that an organisation can adopt to be effective in that particular business environment. This framework should enable managers to identify difficulties of sharing tacit knowledge and to identify effective methods of sharing and retaining tacit knowledge within their organisation
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    The Effect of Individual Cultural
    (2011-05-13) Keyser, Martin Jakobus
    Knowledge has become a key resource in the present economy, and sustainable strategic advantage can be created through sharing and communication of information in a competitive business environment. Communication provides the basis for the transition of ideas, direction and ultimately strategy in an organisation. For this reason, communication has become more strategic than ever before. This study is focussed on the communication behaviour of individuals in a hightech Research and Development environment. It is suggested that R&D organisations face significant challenges regarding the achievement of effective business communication because of the individual characteristics of employees found in R&D organisations. This study has two main objectives. Firstly, it makes use of grid-group culture theory to type employees in a R&D organisation according to four possible cultural biases (also called worldviews of ways of life), namely individualists, hierarchists, fatalists and egalitarians. Secondly, the study aims at establishing if there is any relationship between the cultural bias groups of individuals in a R&D organisation and their perceptions of and preferences for communication frequency, source and channel. The data for this quantitative study was obtained by convenient sampling of one of the largest R&D organisations in South Africa. A questionnaire for measuring cultural biases, communication perceptions and communication preferences was distributed to all 600 employees of the R&D Division of Sasol Technology (Pty) Ltd. The data was evaluated using acceptable statistical techniques, which included 1-way ANOVA, 2-way ANOVA and c2 tests for independence. The findings of this study indicate that employees in the R&D environment are iii predominantly individualists, which in itself poses a significant challenge to management, human resource and communication specialists due to the characteristics and world view if individualists. The fatalistic cultural bias in the R&D environment that was sampled was found to be negligible. It was further found that no relationship exists between the cultural bias groups of individuals in the R&D organisation and their perceptions of communication frequency, source and channel. These findings indicate that no communication perception differences exist between individualists, hierarchists and egalitarians, as the literature on culture theory and communication behaviour would suggest. Regarding communication preferences, a limited number of relationships were found between the cultural biases and the preferences for communication frequency, source and channel. The communication behaviour of the different cultural groups (i.e. individualists, hierarchists and egalitarians) were found to be consistent with grid-group culture theory. The prevalence of fatalists in the R&D organisation was found to be extremely low. From the findings of this study, it is concluded that grid-group culture typology is perhaps not the most appropriate framework for gaining a better understanding of communication behaviour, as the literature suggests. The findings also suggest that there are distinct differences in how employees would respond to questionnaires regarding their perceptions and preferences for communication. Furthermore, communication surveys should be very clear about what is measured to ensure that the results are not clouded by any uncertainty as a result of perception differences.