Knowledge management framework for mobile telecommunication sector in Sri Lanka

Abstract

Sri Lankan mobile telecommunication industry is a fiercely competitive market space where five key mobile service companies operate. Most operators provide their services island wide; therefore the coverage footprint is no longer a differentiating factor. On the other hand, knowledge is a tool, which companies can use to provide a better service quality, which is now in demand with customers. Due to globalization and increasing opportunities for individuals, companies face a challenge to retain best employees within the organization. Now the focus has shifted to keep the knowledge within the organization even with the movement of skilled labor. Therefore, knowledge management systems are necessary than ever before, but a most suitable knowledge management framework is yet to be identified. The objective of this study was to determine a most appropriate Knowledge Management Framework for Mobile telecommunication sector in Sri Lanka. To realize this goal, initially, a literature survey was performed. The Author analyzed various knowledge management models available and best global practices of knowledge management aspects. It revealed six key concept variables, i.e. socialization, externalization, combination, internalization, knowledge sharing culture, and leadership. Next, an online survey tested these concepts to find the importance and current practices in the mobile telecommunication industry in Sri Lanka. This study identified that all the six concept variables were relevant to Sri Lankan context, while externalization, combination, and internalization practices were at a lower level. Finally, a knowledge management framework suitable for mobile telecommunication industry in Sri Lanka was developed.