Hurdles to Knowledge Management Application in Enhancing Service Delivery at The National Land Commission Nairobi County, Kenya

Susan Oduli, Daniel Wambiri
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Abstract

Efforts to address the ongoing problem facing Kenyan communities may be summed up by the National Land Policy and the National Land Commission. The issue has exacerbated by the rapid transition from the traditional method of land ownership in Kenya, where land is held in common, to a scenario in which land is held by individuals and the affluent could gain an advantage over the poor without knowledge management and any pushback from the community. The study's focus was on the knowledge management practices used by the Kenya National Land Commission, with the ultimate goal of enhancing the quality of those practices and the services they provide to the general public. Therefore, the study sought to investigate hurdles to knowledge management application in improving service performance at the National Land Commission, Nairobi County. A descriptive survey methodology was used for this study. The sample size was 150 people including NLC managers, customer service representatives, secretaries and customers and it was selected using stratified random selection to ensure that it is representative of the institution as a whole. The study was able to gather both primary and secondary information through conducting surveys and scheduling interviews. Cronbach's alpha was utilized to determine the reliability of the research instruments in the Test-retest technique. Means, percentages, standard deviations, tables, and figures were used to display the findings of inferential and descriptive statistics performed on the gathered data in SPSS (version 23). The biggest barriers that hurt knowledge management implementations are awareness, time, and culture. Many KM programs struggle to gain traction because they aren’t marketed in a way that cuts through the noise and resonates with employees. The study recommends that the organizational management must understand where and in what forms knowledge exists. The organization need to create a culture that values and rewards knowledge sharing, providing employees with the tools and resources they need to share knowledge through knowledge management tools, training programs and communication channels. For the organization to achieve the goal of knowledge management practice, they should enable and promote a culture of learning and development, creating an environment where employees are encouraged to share information to better the collective workforce. The organization should brainstorm catchy terms and phrases to talk about KM, along with a logo or motto that aligns with the organization’s culture and values.
知识管理应用于加强服务提供的障碍,国家土地委员会,内罗毕县,肯尼亚
解决肯尼亚社区面临的持续问题的努力可以总结为国家土地政策和国家土地委员会。在肯尼亚,土地所有权从传统的共同拥有方式迅速转变为个人拥有土地,富人可以在没有知识管理和来自社区的任何阻力的情况下获得比穷人更大的优势,这加剧了这个问题。这项研究的重点是肯尼亚国家土地委员会使用的知识管理做法,其最终目标是提高这些做法的质量及其向公众提供的服务。因此,本研究试图调查知识管理应用于改善内罗毕县国家土地委员会服务绩效的障碍。本研究采用描述性调查方法。样本量为150人,包括NLC经理、客户服务代表、秘书和客户,采用分层随机选择的方式进行选择,以确保它能代表整个机构。该研究能够通过进行调查和安排访谈来收集第一手和第二手信息。在测试-重测技术中,使用Cronbach’s alpha来确定研究仪器的可靠性。使用均值,百分比,标准差,表格和图表来显示在SPSS (version 23)中对收集的数据进行推理和描述性统计的结果。阻碍知识管理实现的最大障碍是意识、时间和文化。许多知识管理项目难以获得牵引力,因为它们没有以一种能够消除噪音并与员工产生共鸣的方式进行营销。该研究建议组织管理人员必须了解知识存在的位置和形式。组织需要创造一种重视和奖励知识共享的文化,通过知识管理工具、培训计划和沟通渠道,为员工提供分享知识所需的工具和资源。为了实现知识管理实践的目标,组织应该支持和促进一种学习和发展的文化,创造一个鼓励员工分享信息的环境,以改善集体劳动力。组织应该集思广益,用朗朗上口的术语和短语来谈论知识管理,并设计一个符合组织文化和价值观的标志或座右铭。
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