A conceptual framework in promoting knowledge management in electricity industry in South Africa: The case of ESKOM

Abstract

This research paper attempts to investigate if the implementation of knowledge management capability, adaptive strategy for managing knowledge and the minimisation of knowledge management challenges can help ESKOM to improve its organizational performance. In investigating the above issues, we used quantitative research methodology to collect and analyse the research data. The findings of the research confirm that it is imperative for ESKOM to pay urgent attention on how best the organization can improve on its knowledge management capability, adaptive strategy for managing knowledge and a mechanism to be used in minimizing the current knowledge management challenges confronting ESKOM. In view of the research findings, we developed a conceptual framework that ESKOM needs to implement to improve its organization performance in respect of customer satisfaction, employee’s retention, attraction and the quality of the services it renders to the public. Corresponding author: A.A. Okharedia Email addresses for the corresponding author: aaokharedia@gmail.com First submission received: 23rd August 2017 Revised submission received: 14th January 2019 Accepted: 7th February 2019