Gaps in the implementation of knowledge management frameworks: proposal for their improvement in an ICT organisation’s retail operations

  • Hilda Kundai Chikwanda
  • Lutho Qata
Keywords: Knowledge management, ICT retail operations, application of KMFs


Rationale of Study – This study investigated how knowledge management frameworks (KMFs) are implemented in an information communication technology (ICT) organisation’s retail operation. The specific objectives were to explore and establish the KMFs used, identify gaps and challenges of their application and recommend how to improve the implementation and use of KMFs.
Methodology – The research adopted a mixed methods approach using quantitative and qualitative techniques. Data was collected from 72 participants with senior roles in an ICT organisation’s retail operations.
Findings – The retail operations were aware of knowledge management (KM) as a concept. They had systems in place to store knowledge. The systems were accessible but had limited utilization. There was, however, no consensus on the frameworks in use. Gaps in implementing KMFs were found in knowledge acquisition, sharing, and transfer.
Implications – The study recommends the adoption of enhanced existing KMFs to guide employees and the management of knowledge in retail operations. There is also a need for adequate, appropriate, and updated technologies appropriate for the operations’ KM processes. Retail operations can use the findings and recommendations of this study to leverage improvement on their competitive advantage.
Originality – The paper has employed critical analysis and interpretation of empirical data from the extant literature. It provides new perspectives on the topic. Hence it is original in terms of context, scope, and application.


Journal Identifiers

eISSN: 2412-6535