Organizational Knowledge Management Practices and Their Impact on Organizational Focus—Assessing the Case of the Service Industry in Ghana

Abstract

This research study investigated the importance of organizational knowledge capital in service-oriented firms in Ghana. The study's findings indicate that knowledge capital is a crucial resource for these firms and can be derived from various sources, including government regulations, customer feedback, and training programs. The study found that firms considered knowledge more valuable if it enhanced customer satisfaction and reputation rather than solely focused on developing new products and services. The study found that firms measured the impact of their knowledge based on several metrics, including revenue goals, the facilitation of learning for future efforts, and the development of new products and services. The study further suggests that knowledge asset mapping can aid organizations in properly accounting for and tracking knowledge resources, which can enhance the ability of managers to concentrate these resources on knowledge risks and opportunities. The study also found a positive correlation between organizational focus and the organization's asset map, indicating that a variation in organizational focus may affect how knowledge asset mapping is organized. Additionally, the study found evidence suggesting that productivity increases with increased organizational knowledge, indicating the need for businesses to set up thorough knowledge management systems to compare internal organizational performance to market and consumer expectations.