Using explicit knowledge of groups to enhance firm productivity: A data envelopment analysis application

Background: The telecommunication industry is globally recognised to be a knowledgeintensive industry where high levels of technological sophistication are a key determinant of success and performance. Consequently, existing research has examined the role of labour hours and the firm’s capital on productivity. Nonetheless, research is yet to relate, with empirical evidence, productivity gains that accrue to organisations as a direct function of knowledge work and knowledge workers, especially with respect to group-explicit knowledge usage in emerging economies such as Nigeria. The adoption of data envelopment analysis further provides originality in the area of benchmarking group-explicit knowledge in telecommunication firms to enhance productivity. As such, this research takes on a scientific investigation to fill this gap. Aim: The purpose of this research work was to determine the influence of group-explicit knowledge on the productivity of telecommunication organisations. Setting: The setting of this research is composed of the four leading telecommunication firms in Nigeria and their customer service centres. Methods: Based on a sample size of 42 customer service centres of the four most active global system for mobile communications organisations in Lagos state and Federal Capital Territory (FCT), Nigeria, the research adopted the output-oriented data envelopment analysis model to show the influence of group-explicit knowledge on productivity. Results: The results showed that 15 decision-making units (DMUs) (representing 36%) were found to be technically efficient using the constant return to scale approach, while only 12 DMUs (representing about 28.6%), based on variable return to scale approach, were found to productively engage their present input resources in outputs that achieve optimal productivity for the firm. Conclusion: Group-explicit knowledge dimensions that were investigated in this study significantly influence productivity of firms in Nigeria’s telecommunication industry. It was recommended that DMUs that were identified to be productivity deficient should hold resources input constant while their employees made efforts to scale up operations to enhance productivity

DESCRIPTIVE ANALYSIS OF ORGANISATIONAL KNOWLEDGE UTILIZATION IN NIGERIA’S TELECOMMUNICATION INDUSTRY: A FOCUS ON MANAGERIAL IMPLICATIONS

The focus of this research was to examine organizational knowledge utilization in the Nigeria telecommunication industry with a view of proffering managerial implications for enhanced organizational performance. A sample of 504 managerial and administrative and technical employees in the four most active telecommunication organizations in the Nigerian GSM sub market of the telecommunication industry was determined for the research study. Descriptive analysis was used to show respondents’ views of organizational knowledge utilization. Findings revealed that employees’ responsiveness towards individual-tacit knowledge is low as opposed to individual-explicit knowledge. More interestingly and as expected is the fact that employees’ strong inclinations, evidenced by high mean scores, towards group-tacit and group-explicit knowledge respectively, emphasize the organizations’ strong culture of team work

Using explicit knowledge of groups to enhance firm productivity: A data envelopment analysis application

Background: The telecommunication industry is globally recognised to be a knowledge-intensive industry where high levels of technological sophistication are a key determinant of success and performance. Consequently, existing research has examined the role of labour hours and the firm’s capital on productivity. Nonetheless, research is yet to relate, with empirical evidence, productivity gains that accrue to organisations as a direct function of knowledge work and knowledge workers, especially with respect to group-explicit knowledge usage in emerging economies such as Nigeria. The adoption of data envelopment analysis further provides originality in the area of benchmarking group-explicit knowledge in telecommunication firms to enhance productivity. As such, this research takes on a scientific investigation to fill this gap. Aim: The purpose of this research work was to determine the influence of group-explicit knowledge on the productivity of telecommunication organisations. Setting: The setting of this research is composed of the four leading telecommunication firms in Nigeria and their customer service centres. Methods: Based on a sample size of 42 customer service centres of the four most active global system for mobile communications organisations in Lagos state and Federal Capital Territory (FCT), Nigeria, the research adopted the output-oriented data envelopment analysis model to show the influence of group-explicit knowledge on productivity. Results: The results showed that 15 decision-making units (DMUs) (representing 36%) were found to be technically efficient using the constant return to scale approach, while only 12 DMUs (representing about 28.6%), based on variable return to scale approach, were found to productively engage their present input resources in outputs that achieve optimal productivity for the firm. Conclusion: Group-explicit knowledge dimensions that were investigated in this study significantly influence productivity of firms in Nigeria’s telecommunication industry. It was recommended that DMUs that were identified to be productivity deficient should hold resources input constant while their employees made efforts to scale up operations to enhance productivity

ORGANISATIONAL KNOWLEDGE AND ORIENTATION: IMPLICATIONS FOR THE PERFORMANCE OF SELECTED NIGERIAN TELECOMMUNICATION FIRMS

The role of individuals’ and group tacit and explicit knowledge in driving performance of telecommunication firms, especially in Nigeria, has received very little empirical research attention in existing literature. Therefore, this study examined the relationships between organisational knowledge, orientation and performance of telecommunication firms in Nigeria. Mixed method approach was employed using the structured questionnaire and semi-structured interview as the instruments for data collection. Copies of questionnaire were administered to the employees of telecommunication organisations both at MTN headquarters and customer service centers of MTN, Globacom, Airtel and Etisalat; and customers in Lagos State and Federal Capital Territory, Abuja Nigeria. A total of 980 copies of the questionnaire was administered to the employees in the four Telecommunication firm, while 600 copies of questionnaire was administered to customers. The analyses of the quantitative data collected were performed using Pearson’s correlation, simple linear regression analysis, hierarchical multiple regression and Data Envelopment Analysis. The qualitative data was analyzed and interpreted using thematic analysis. Results of data analysis showed that there exists positive relationship between individual-tacit knowledge and customer satisfaction (r2 = 0.015, p ≤ 0.1). Group-tacit knowledge also had significant influence on organisational effectiveness (r2 = 0.28, p ≤ 0.001). Moreover, the results from data envelopment analysis showed that 20 decision making units achieved operational efficiency with the individual-explicit knowledge of employees in the firm, while the results from 15 decision making units showed that groupexplicit knowledge enhanced the firms’ productivity. More so, dimensions of organisational orientation, such as: entrepreneurial, learning and market orientation had first order (r2 = 0.033, p ≤ 0.01) and second order (r2 = 0.051, p ≤ 0.01) moderating influences on the relationship between organisational knowledge and performance. Based on the findings, the study recommended that employees should be encouraged at regular intervals to document their experiences about their most prominent challenges encountered on the job and how they were able to resolve it. It was also recommended that employees of telecommunication firms should be encouraged to use their individual-tacit knowledge, such as intuition and experience, where possible to resolve customer complaints. This would save time, costs and efforts involved with long hours of solving customers’ queries

Using software as a service to support the academic activities of students in higher education institutions with a relative lack of resources

The contribution of Software as a Service (SaaS) towards improved access to software, cost reduction, better quality of learning and enhanced communication and collaboration in higher education institutions (HEIs) cannot be over emphasised. Some HEIs are faced with issues such as tight budget, lack of needed software, inadequate human resources and lack of adequate infrastructure. This research refers to such HEIs as those with a relative lack of resources because the resources intended for a single student are often shared among ten or more students. Hence many students are unable to cope with their academic activities and some end up failing or even dropping out. Finding alternative ways to provide the necessary software for students is therefore a priority for HEIs with a relative lack of resources. SaaS offers a possible alternative for them and it is gaining their attention. The goal of this research was to empower HEIs, their students, lecturers and Information Technology (IT) staff by providing them with a better understanding of SaaS and to provide them with a tool to manage the adoption and implementation of SaaS. Also, the intention was to make practical, theoretical and methodological contributions to the scientific body of knowledge in the area of Software as a Service. To achieve the goals, this research investigated the use of SaaS in HEIs with a relative lack of resources and found SaaS to be effective in providing wider access to software for students in HEIs with a relative lack of resources. This research also identified benefits and limitations of SaaS and how SaaS can help in addressing the barriers to learning and contribute towards the creation of a conducive learning environment for students. The different SaaS offerings available for education and the issues and contradictions associated with the use of SaaS in HEIs were also identified. Furthermore, a set of propositions and an integrated framework were developed using the data from the literature, books, institutional documents and interview data. Although HEIs are continuously introducing SaaS offerings into their academic activities and SaaS promises to improve the learning experience of students in HEIs by improving access to software, improving the sharing of documents and files, improving collaboration as well as communication, this research found that the use of SaaS by students in HEIs is still relatively low and uncovered the reasons for this. The HEIs in Nigeria and South Africa were used as exemplars and the problems they face with regards to resource availability were identified using the activity theory (AT) as a theoretical lens. The Astin’s IEO model and the Students involvement theory were also used to explain some issues relating to the importance of student participation in academic activities involving the use of SaaS. Although the study was focused on students, data from lecturers and IT staff was used for triangulation to increase the credibility and validity of the data obtained from the students. This research found that students believe that SaaS can improve their learning experience and there is an unwavering support for the campus wide implementation of SaaS among students. In the Nigerian HEIs, software piracy was found to be a major problem as students cannot afford to buy the original software needed for academic activities. Another major finding from the Nigerian HEIs is the rampant claims that corruption affects the implementation of SaaS and other ICT initiatives as funds meant for implementation are often diverted for personal gains. In both Nigeria and South Africa, this research found that there is limited or no internet access in some areas and the students who come from such areas are unable to access SaaS from home. This limits their ability to enjoy the anytime, anywhere access advantage of SaaS. This research concluded by suggesting the need for the government and education institutions to provide training for learners and encourage them to be computer literate from an early stage as this could improve their confidence in using technologies such as SaaS when they get to higher education level