Knowledge Sharing Experience Among Employees In A Shared Service Centre In Malaysia

Kay, Kar Ying (2020) Knowledge Sharing Experience Among Employees In A Shared Service Centre In Malaysia. [Final Year Project Report] (Unpublished)

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Abstract

In this boundaryless era, many organizations aimed to be the learning organization. Therefore, knowledge sharing as the focus of organizational learning, is important in every organization especially in shared service centre as the business process is more centralised and localised. This study aimed to explore the knowledge sharing experience among employees in a shared service centre in Malaysia. A qualitative and case study method was conducted and six- phase framework analysis was used to make thematic analysis. The result showed that the views of employees on knowledge sharing shaped by employees’ perspectives on knowledge sharing, employees’ understanding on advantages of knowledge sharing, employees’ difficulties when sharing knowledge, and employees’ expectations after knowledge sharing. It is also found that there were two types of knowledge shared by employees in shared service centre which were explicit knowledge and tacit knowledge. In this study also found that the methods of knowledge sharing in shared service centre were employees share knowledge to organizational databases, employees share knowledge in formal interactions, employees share knowledge in informal interactions, employees share knowledge within communities of practice and employees used technology to share knowledge. More future research needed to be conducted to overcome the limitations in this study, research gaps and literature gaps of knowledge sharing in shared service centre.

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