scholarly journals Knowledge Management for E-service-Delivery – A Conceptual Approach within E-government

2004 ◽  
pp. 1-8 ◽  
Author(s):  
Uwe Heck ◽  
Andreas Rogger
Keyword(s):  
Knowledge Management ◽  
Service Delivery ◽  
Conceptual Approach

Influence of Knowledge Management Practices on Public Service Delivery by Municipalities

Mousaion ◽  
2019 ◽  
Vol 37 (3) ◽  
Author(s):  
Charleen Musonza ◽  
Ndakasharwa Muchaonyerwa
Keyword(s):  
South Africa ◽  
Knowledge Management ◽  
Service Delivery ◽  
Public Service ◽  
Qualitative Data ◽  
Management Practices ◽  
Integrated System ◽  
Eastern Cape Province ◽  
Eastern Cape ◽  
Public Service Delivery

This study examines the influence of knowledge management (KM) practices on public service delivery by municipalities in the Eastern Cape province of South Africa. The study sought to determine the factors that have triggered the implementation of KM practices; the effectiveness of KM practices towards public service delivery; and the extent to which KM practices have influenced public service delivery by municipalities in the Eastern Cape province of South Africa. Both quantitative and qualitative methods were employed in this study. Quantitative data were collected through a survey questionnaire administered to a sample of 202 employees at the Raymond Mhlaba Municipality in the Eastern Cape. Qualitative data were collected through observations and interviews of 2 senior managers. The data collected gave a response rate of 72 per cent. The quantitative and qualitative data were analysed descriptively and presented verbatim respectively. The results indicated that the internal and external factors included in this study have contributed to the implementation of KM practices in the municipality. Furthermore, the effective use of KM practices has increased the organisational KM initiative, as well as the provision of services such as electricity, education, transport, and social services by the municipality. The study recommends the establishment of KM awareness and the establishment of an integrated system that will assist in effective knowledge sharing, retention and acquisition across municipalities in the Eastern Cape.

scholarly journals From knowledge to knowing, from boundaries to boundary construction

2015 ◽  
Vol 19 (5) ◽  
pp. 881-899 ◽  
Author(s):  
Claude Paraponaris ◽  
Martine Sigal
Keyword(s):  
Knowledge Management ◽  
Knowledge Transfer ◽  
State Of The Art ◽  
Meta Analysis ◽  
Division Of Labour ◽  
Conceptual Approach ◽  
Content Type ◽  
Knowledge Based ◽  
Boundary Construction ◽  
Issue Knowledge

Purpose – Knowledge management is shot through with complex questions. This is certainly the case with regard to boundaries, as they constitute both a bounding line that has to be crossed if the knowledge required for innovation is to be diffused and a form of protection for scientific and technological organisations and institutions. This examination of boundaries leads to a state-of-the-art review that begins with the question of knowledge transfer. The authors start with foundations of the knowledge dynamic within organisations. Nevertheless, certain gaps were identified in the theory, as it did not seem so easy to carry out transfers. This led in turn to attempts to identify the boundaries that were causing difficulties and that had to be crossed. This led to an examination of the role of boundaries. What status could boundaries have when knowledge was expanding enormously within communities? Finally, the authors come face-to-face with knowledge management systems that have tended to redefine the forms that boundaries take. Design/methodology/approach – The paper uses a conceptual approach and is a meta analysis of the state-of-the-art review conducted to introduce the Special Issue “Knowledge Across Boundaries” JKM Volume 19, No. 5, 2015 (October). Findings – The notions of transfer and boundary demonstrated their usefulness in the development of a new theory, namely the knowledge-based view. These concepts were then critiqued, with reference, first, to the contexts in which communication takes place and, second, to the cognitive dimensions of the activity. Finally, studies showed that the cognitive and organisational approaches can be linked and that they shed light on many knowledge-sharing situations. Boundaries are no longer the object of attention, the focus having switched to the collective process of creating new concepts. Research limitations/implications – This state-of-the-art review is limited to the papers about Management Science. Practical implications – Knowledge hybridization is possible but must be referred to resources made available by the division of labour between disciplines (Shinn, 1997). Expansive learning (Engeström, 2010) is close to boundary construction (Holford, 2015) to indicate the dialectical view between instituting and instituted society (Castoriadis, 1975, 1987). We are now perhaps at the point of transition between the interest in “boundary spanners” and a new concern with “boundary construction”. Social implications – This paper introduces a methodology of knowledge transfer knowledge transfer in firms strategies of learning. Originality/value – The paper provides the concept (with examples) of ‘boundary construction’.

scholarly journals A holistic view of the use of corporate culture conveyed by internal marketing for enhancing stability, sustainability and consistency in service quality

2016 ◽  
Vol 13 (3) ◽  
pp. 248-257 ◽  
Author(s):  
J.A.R. Botha
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Customer Service ◽  
Corporate Culture ◽  
Jel Classification ◽  
Internal Marketing ◽  
Human Beings ◽  
Conceptual Approach ◽  
Holistic View ◽  
The Stability

While businesses worldwide are aiming increasingly on the sustainability in various business areas, customer service is by nature not consistent and stable, because it is delivered by human beings and, therefore, subject to their imperfections and influences on them. This can result in unstable, unsustainable and unpredictable service delivery. This article describes the corporate culture/service quality conceptualization as a basis for overcoming this by embedding and implementing the stability and sustainability of corporate culture to enhance the stability and sustainability of quality of service. This conceptual study demonstrates that a well-planned and maintained corporate culture, based on quality service delivery goals, is able to do exactly that under the initiative of the leadership. Although there are many articles referring to service quality, very few of them succeed in bringing sufficient aspects into account to be able to form a holistic image of enhancing stability, sustainability and consistency in service quality. Existing models and approaches were combined in a holistic conceptual approach. Keywords: service quality, corporate culture, stability, sustainability, customer perception, perceived quality, expectations, ACSI, internal marketing, relationship marketing, CSP, profit service chain. JEL Classification: L8, M14, M31, M30

scholarly journals Revolusi Mental dalam Perspektif Kepolisian: Menghadirkan Negara di Tengah-Tengah Masyarakat

2015 ◽  
Vol 1 (1) ◽  
pp. 127-144
Author(s):  
Mohammad Supriyadi
Keyword(s):  
Knowledge Management ◽  
Service Delivery ◽  
Nation Building ◽  
Political Life ◽  
Democratic Policing ◽  
Internal Change

Reformasi 1998 dengan tumbangnya rezim Orde Baru Soeharto menghasilkan perombakan yang sifatnya institusional dan belum sampai pada paradigma, mindset, atau budaya politik kita dalam rangka pembangunan bangsa (nation building). Setelah Joko Widodo terpilih menjadi Presiden, langkah awal yang ditekankan kepada seluruh lembaga pemerintahan (kementerian dan non-kementerian) melakukan revolusi mental. Revolusi mental yang menjadi jargon pemerintahan Joko Widodo ditarjamahkan dalam Reformari Birokrasi Polri (RBP). RBP pada awalnya lahir atas dasar “kemauan perubahan” yang datang dari dalam institusi (the spirit of internal change), dengan mengusung 3 pilar perubahan yang lebih dulu dirumuskan dalam “Buku Biru Reformasi Polri”, yaitu: intrumental, struktural dan kultural. Namun sejauh ini, RBP belum sepenuhnya berjalan maksimal. Terlihat dari beberapa riset media massa maupun kajian akademik yang menyimpulkan bahwa kepercayaan masyarakat terhadap Polri masih rendah. Oleh karena itu, Polri ke depan harus merumuskan kebijakan yang lebih strategis, cepat serta tepat dalam menghadapi perkembangan dinamika kejahatan dalam negeri maupun internasional. Manajemen pengetahuan (knowledge management) sangat berperan penting dalam membantu mengatasi permasalahan yang dihadapi. Dalam perdebatan akademik yang terfokus pada peran polisi modern, bahwa keberhasilan polisi tidak hanya dihitung dari sejauhmana tindak pidana kriminalitas dapat diselesaikan, namun pendekatan yang digunakan sejauhmana kedekatan polisi dengan masyrakat sekitar. Dari kerangka pemikiran inilah polisi saat ini didorong ke arah Democratic Policing yang mengakomoditr 5 penilaian: (1) protecting democratic political life; (2) governance, accountability, and transparancy; (3) service delivery for safety, justice and security; (4) proper police conduct; dan (5) police as citizens.Kata kunci: Democratic Policing, RBP, polisi, revolusi mental

scholarly journals Intranet and Knowledge Management: Putting the Cart Before the Horse?

2006 ◽  
Vol 05 (03) ◽  
pp. 183-192
Author(s):  
Satrijo Tanudjojo ◽  
Ashley Braganza
Keyword(s):  
Decision Making ◽  
Knowledge Management ◽  
Service Delivery ◽  
Technical Service ◽  
Organisational Knowledge ◽  
Knowledge Intensive

This paper explores the use of intranet-technology to support knowledge intensive decision-making in a technical service delivery process of a major oilfield services company. Our findings show that creating, mobilising, and exchanging knowledge through a system which is based on intranet-technology delivers some forms of benefits to both the organisation and its clients, and helps in understanding what organisational knowledge is to be managed and the process of managing it defines the role of technology that enables knowledge management.

scholarly journals Knowledge Management Strategies and Organisational Performance of Deposit Money Banks in Nigeria

2020 ◽  
Vol 8 (02) ◽  
pp. 01-07
Author(s):  
R.O. Opeke ◽  
Adelowo, Oluremi Titilope
Keyword(s):  
Knowledge Management ◽  
Knowledge Transfer ◽  
Service Delivery ◽  
Sample Size ◽  
Organizational Performance ◽  
Employee Satisfaction ◽  
Management Practices ◽  
Management Strategies ◽  
Validated Questionnaire ◽  
Effective Service

Performance is a picture of some achievements of every organization, that its operations is either about financial aspects, marketing aspects, raising some aspects of fund and disbursement of funds, technological aspects, as well as aspects of human resources. However, the issues of bank not engaging in knowledge management adversely affected performance. There seems to be paucity of studies on the influence of knowledge management strategies on organizational performance of deposit money banks in Nigeria. This study examined the knowledge strategies and organizational performance of selected deposit money banks in Nigeria. Survey research design was adopted for the study. The population of the study covered 2,405 management staff of the selected deposit money banks in Lagos State, Nigeria. The sample size of 432 was determined through the Raosoft sample size calculator. Multi stage sampling method was utilized for selecting the respondents. Data were collected through adapted validated questionnaire. The reliability test for the instrument yielded Cronbach’s alpha coefficients for the constructs ranging from 0.77 to 0.89. The instrument achieved a response rate of 100%. Data collected were analyzed using descriptive and inferential statistics. The result revealed that knowledge management strategies sub-variables had significant effect on organizational performance; knowledge collection (β= 2.746, r = 0.532, T= 12.768, p<0.05), Knowledge provision (β= 0.368, r = 0.092, T= 1.956, p>0.05), knowledge communication (β= 1.211, r= 0.270, T= 6.171, p<0.05), knowledge exchange (β= 0.709, r = 0.254, T= 7.092, p<0.05) and knowledge transfer (β= -0.944, r = -0.163, T= -3.214, p<0.05). The core objective of this study was to examine the influence of information management practices, knowledge management strategies and organizational performance of selected deposit money banks in Nigeria. Specifically, examined the influence of knowledge management strategies indices (knowledge provision, collection, transfer, communication and exchange) on each of the organizational performance (effective service delivery, profitability, employee satisfaction and teamwork) in Nigeria. The result of the analysis revealed that knowledge management strategies components have a statistically significant effect on organizational performance and it indices (effective service delivery, profitability, employee satisfaction and teamwork. The result further revealed that some of the indices of knowledge management strategies knowledge transfer have negative significant effect on organizational performance. From the result of the data analysis, it can be concluded that knowledge management strategies plays a major role in achieving continued performance in the organization especially in the deposit money banks under study.Service delivery, profitability, employee satisfaction, teamwork, performance and knowledge management, knowledge management strategies.

scholarly journals Towards a knowledge management: production of cultural and educational contents

Comunicar ◽  
2005 ◽  
Vol 12 (24) ◽  
pp. 163-170 ◽  
Author(s):  
Ciro-Nestor Novelli-Osorio ◽  
Cecilia Pincolini
Keyword(s):  
Knowledge Management ◽  
Management Model ◽  
Educational Technologies ◽  
Conceptual Approach ◽  
Basic Principles ◽  
Government Institutions ◽  
The Past ◽  
The University ◽  
Educational Contents

The authors maintan and develop some basic principles of the knowledge management model from a conceptual approach to educational technologies, their relationship with education, the past and present pedagogical frames and the diverse moments of this relationship, at the Universidad Nacional de Cuyo. They present three projects –interactive and with integrating supports- about the entire knowledge management for the production of formal and non-formal educational contents, teaching alternatives and their transference, and the strategies of educational and socio-cultural entailments with other government institutions, NGOs and within the university itself. Desde una mirada conceptual sobre el papel de las tecnologías educativas, su relación con la educación, los marcos pedagógicos pasados y actuales y los diversos momentos de la misma, sustentamos algunos principios básicos del modelo de gestión del conocimiento que promovemos y desarrollamos en la Universidad Nacional de Cuyo. Al final presentamos tres proyectos de gestión integral del conocimiento, interactivos y con integración de soportes, para la producción de contenidos educativos formales y no formales, las alternativas de enseñanza y transferencia de los mismos y las estrategias de vinculación educativa y sociocultural con otras instituciones gubernamentales, ONGs y dentro de la propia universidad.

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