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Turnover and ICT Contribution in Organizational Knowledge Management

Authors:
Filipe Fidalgo
Luis Gouveia

Keywords: Knowledge Management; Tacit Knowledge; Explicit Knowledge; ICT; Turnover; Real Estate.

Abstract:
Organizations face a number of major transformations; one of the most important is that all have been suffering from growing employee turnover. This phenomenon makes organization loses not only potential but also customer relationships, image, routines, and other more subtle issues. In some cases, the most significant lost is clients trust with may have a direct impact on sales and profit and, also, perceived quality of service. For organizations where the business processes are less depending from machinery and heavily rely on human relationships, this problem is even more relevant, being real estate business one such good example. Additionally, if we consider the increase time needed to sell real estate propriety after recent subprime worldwide crisis, sometimes the broker who initiates the process is not the one who finalizes it. It is easy to retain in the organization information about activities we performed (the “what” and “when”; that we may collectively consider as explicit knowledge). However, we cannot say the same about the way those activities are performed (the “how”; that can consider more of tacit knowledge). To solve this situation, organizations must promote ways to retain tacit knowledge, in a way that it can be stored and disseminated through the organization. This paper discusses such issues taking into consideration real estate professionals, forms of action against this phenomenon. Assess the contribution of Information and Communication Technologies (ICT), formulating a conceptual model for the capture and knowledge transfer, using Grounded Theory to inform the model.

Pages: 40 to 46

Copyright: Copyright (c) IARIA, 2012

Publication date: January 30, 2012

Published in: conference

ISSN: 2308-4375

ISBN: 978-1-61208-181-6

Location: Valencia, Spain

Dates: from January 30, 2012 to February 4, 2012