A knowledge management framework for the postal sector

Gaga, Ali Thomas (2015) A knowledge management framework for the postal sector. Doctoral thesis, London Metropolitan University.


Today’s economy is generally referred to as a knowledge-based economy. Organizations now recognize the value of “knowledge” and strive to achieve better management of their knowledge assets. Knowledge is a critical factor for building organizational innovation and sustaining competitive advantage.

The future for the postal sector is more challenging than ever. Its potential value and relevance as a service provider in the knowledge economy are also greater than ever before. However, the services of the postal sector in this knowledge age are facing greater challenges as a result of technological advances, market liberalization, and globalization and government reforms.

To address these challenges, technical cooperation and interactions are promoted within the sector by the UPU to allow the sharing of experiences and best practices among postal organizations to facilitate sustainable development, high-quality postal services, creativity and innovation in the postal sector.

However, the existing Knowledge Management Frameworks (KMFs) do not adequately take into consideration the specific nature of the postal sector, particularly in relation to capturing, sharing and exploiting knowledge on postal operations or services. Therefore, this research addresses the development of a knowledge management framework for the postal sector.

To achieve the research aim, an extensive review of the related literature was carried out. A preliminary study was conducted on knowledge management practice in NIPOST and the UPU postal strategy plans (2009–2016) were examined to gain a better understanding of knowledge issues in the postal sector.

Based on these studies, the researcher developed the Knowledge Management Framework for the Postal Sector (KMPOST). Domain experts’ opinion on and perception of the KMPOST framework were obtained from questionnaire and interviews. The research adopted the action research approach using NIPOST as a case study to evaluate the KMPOST framework.

The research findings show that the KMPOST framework specifically contributed to the design and implementation of the KMS in NIPOST, which resulted in improved staff productivity in managing ICT projects and enhanced operational efficiency and service quality of the International Postal System (IPS).This research is believed to be the first of its kind dedicated to the development of a KM framework in the postal sector.

The KMPOST framework also could be used as a conceptual framework that could permit researchers to investigate further the entire framework and its potential influence on designing KMS in the postal sector.

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