{"id":10019,"date":"2020-11-02T09:55:11","date_gmt":"2020-11-02T01:55:11","guid":{"rendered":"https:\/\/www.rakansarawak.com\/v3\/?p=10019"},"modified":"2020-11-19T15:53:39","modified_gmt":"2020-11-19T07:53:39","slug":"lack-of-knowledge-lead-to-poor-service-quality","status":"publish","type":"post","link":"https:\/\/www.rakansarawak.com\/v4\/2020\/11\/02\/lack-of-knowledge-lead-to-poor-service-quality\/","title":{"rendered":"Lack of Knowledge Lead to Poor Service Quality"},"content":{"rendered":"\n
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Knowledge management has been identified by most of the organisations as a positive force in creating new knowledge therefore increase sustainable competitive advantage.<\/p>\n\n\n\n

Knowledge management important as it integrate individual talents, culture and technology to increase the knowledge created throughout the organisations.<\/p>\n\n\n\n

Knowledge sharing is the most essential part in fulfilling knowledge management.<\/p>\n\n\n\n

According to Davenport and Prusak in their book Working Knowledge: How Organisations Manage What They Know (1998), knowledge sharing identified as one of the processes in knowledge management. It is \u201cthe process of transferring knowledge from a person to another in an organisation.\u201d<\/p>\n\n\n\n

Swee C. Goh in his article Managing effective knowledge transfer: an integrative framework and some practice implications (2002), he explained that knowledge sharing needs the willingness of an individual or group in an organisation to display a high-level of cooperative behaviour by working with one another and share their knowledge for their common benefits.<\/p>\n\n\n\n

Knowledge sharing provides better opportunity for the employees to improve their skills by working together while improving their own performance.<\/p>\n\n\n\n

The connection between knowledge sharing and job performance has a strong influence in the quality and superior of products, services and processes which helps to provides benefits and creates value to the customers.<\/p>\n\n\n\n

For public services, fulfilling knowledge sharing is important to exchange and create new knowledge to achieve innovative, creative and knowledge-based public services that is efficient and effective in-service delivery.<\/p>\n\n\n\n

Knowledge sharing provides several advantage such as improve the speed and quality which are likely to be relevant and applicable across public services.<\/p>\n\n\n\n

Lack of knowledge, skills and expertise among the employees are several reasons that contribute to the delays and failures in deliver quality services as well as responding to the needs of public customers.<\/p>\n\n\n\n

Lack of knowledge in delivering services to the customers will leads to poor quality of services therefore increasing the numbers of complaints from the public.<\/p>\n

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