Faculty of Commerce, Law and Management (ETDs)

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Subject: search.filters.subject.Knowledge sharing

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    Implementation of Knowledge Management to improve performance in national government departments in South Africa
    (University of the Witwatersrand, Johannesburg, 2023) Kwadjo, Mittah Lebogang; Stacey, Anthony
    Government Departments are still lagging behind in implementing Knowledge Management. Managing knowledge is critical to the success and longevity of any business. Whilst the private sector is gaining traction in this management practice, government is still behind. The benefits of knowledge management are improved decision making, increased innovation and business efficiency. The unique barriers to implementing Knowledge Management in government departments warrant investigation. The purpose of this research was to identify barriers to implementing knowledge management processes and systems in national government departments in South Africa and to rate the extent of significance to knowledge management implementation. Methodology used to collect data was an online survey questionnaire. The sample was taken from the population of National Department of Transport employees, and results generalised to all national government departments. Thirty-five (35) statements on a 7-point Likert scale were used. Using Principal Component Analysis, 6 components were extracted and analysed. The 6 components were 1) strength of knowledge management leadership 2) departmental support of knowledge management, 3) level of employee interaction, 4) use of technology, 5) accessibility of technology and 6) level of team work. Seventy-five (75) participants, who were managers, senior managers and knowledge experts responded to the questionnaire. The study found that the barriers to knowledge management were strength of knowledge management leadership, level of employee interaction, departmental support, and use of technology. The study also identified the most significant barriers in implementing knowledge management in government departments were the “strength of knowledge management leadership” and the “level of employee interaction”. A further study on leadership in government departments in implementing knowledge management in recommended. Future research examining the level of interaction among government employees related to increased sharing of tacit knowledge is also recommended
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    Employee’s perceptions of information sharing for the delivery of services in the city of Tshwane’s customer relations department
    (University of the Witwatersrand, Johannesburg, 2022) Cooke, Henry; Pooe, Kagiso ‘TK’
    Information sharing is one of the fundamental tools that enables organisations to deliver services. Since information is such a broad topic, the information referred to in this study is limited to information that is needed to keep citizens informed regarding the delivery of services in the Customer Relations Management Department, regarded as the front office of the City of Tshwane (Tshwane, 2021b). Previous research has showed that lack of information sharing leads to inefficient and ineffective service delivery. It is for these reasons that this study aimed to explore employee’s perceptions of information sharing for the delivery of services in the City of Tshwane’s Customer Relations Department. The study was rooted in practice and social exchange theory, practical theory, and expectancy–value theory. The chosen research approach for this study was the qualitative approach. This study used semi-structured interviews and a non-probability purposive sampling method. Ten participants across the regions of the City of Tshwane took part in this study. Permission was received from the City of Tshwane to conduct the interviews and the Wits School of Governance provided the researcher with ethical clearance. The main research question, "what are employees’ perceptions of information sharing for the delivery services in the City of Tshwane’s customer relations department?” was answered. This study found that the perceptions of employees on information sharing for the delivery of services in the customer relations department in the City of Tshwane were not to the standard required by a local government organisation. Based on these findings, the researcher was able to provide recommendations to the City for Tshwane on information sharing for the delivery of services, and these findings opened up others areas for future research.