Role of knowledge management to support quality of administrative services

Abstract EN

The paper aims to help understand administration department the practice of knowledge management concept as an asset to improve the quality of its services.

The research provides insights into the knowledge management (KM) processes based upon a case study of a sample of Egyptian private higher educational institutes.

Further it has been shown that the (KM) can be successfully utilized through four activities to achieve the quality of administrative services at the universities.

Much has been written on the importance of (KM) as a multidisciplinary approach for achieving organization’s objectives by making the best use of available knowledge but relatively few on the topic of administrative services in higher education.

A proposed compressive framework developed to assist management planning processes and guide to manage knowledge effectively by focusing on identifying the d-ifferent sets of (KM) activities that universities have to deal with in order to improve quality of administrative ser- vices.

The research used mixed methodological approach: quantitative data (survey) and qualitative data (interviews) to collect and in - depth analyze data.

The research showed the impact of integrated coordinated (KM) activities lead directly to improve quality of administrative services.

Moreover, organizations would have to embrace quality culture as an enabler to support (KM) for increasing quality of decisionmaking, develop and improve knowledge workers, update competency, develop human resources to knowledge and hence their productivity to become members of knowledge oriented institute.

Administration department need to harness the individual knowledge of their members and better utilize it to create value-added, as knowledge manpower is considered to be the most valuable asset of knowledge oriented institutes.