INFLUENCE OF KNOWLEDGE MANAGEMENT SYSTEM ON THE PERFORMANCE OF TELECOMMUNICATION FIRMS IN RIVERS STATE

Abstract

Many firms even in the telecommunication marketing industry in Nigeria and Rivers State in particular have not fully adopted knowledge management systems to capture, share and utilize their information and knowledge resource in their organization. Many of the managers are yet to see the need to capture, document, and make the best use of the wealth of organizational knowledge assets (tacit or explicit) (Meweweh, 2018), thereby leading to the loose and wastage of valuable knowledge assets in these organizations. Most of the telecommunication marketing firms in Rivers State are experiencing serious decline in market share, revenue generation, and poor image due to unsatisfactory service delivery. There is a problem of non-functional intranet in most of these firms which unnecessarily increases the cost of sharing files/information in the system (Laudon & Laudon, 2013). Many of them have also failed to capture and document tacit knowledge so they lose valuable knowledge each time their talented staff leaves the organization for other organizations in the same line of business. This leads to loss of competitive advantage and loss of customers or patronage because in most cases, the firm is unable to get an equally-talented area to fill the gap. Observation has also shown that most of the managers and other top decision makers in the industry are unable to efficiently use decision support systems. This has resulted to delay in decision making, poor service delivery and loss of patronage. These unsatisfactory situation necessitated this study.