Hurdles to Knowledge Management Application in Enhancing Service Delivery at the National Land Commission Nairobi County, Kenya
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Date
2023
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International Journal of Current Aspects
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.
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Oduli, S., & Wambiri, D. (2023). Hurdles to Knowledge Management Application in Enhancing Service Delivery at The National Land Commission Nairobi County, Kenya. International Journal of Current Aspects, 7(2), 103-118. https://doi.org/10.35942/ijcab.v7i2.341