Knowledge as a part of improving internal communication: a case study Nokia Oyj
Pushkareva, Elena (2009)
Laurea-ammattikorkeakoulu
2009
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-200906093833
https://urn.fi/URN:NBN:fi:amk-200906093833
Tiivistelmä
Nowadays companies quite often face intense competition and rapid technological changes in order to attract new, and support current, customers. To gain success in this tough environment companies have to constantly search for ways to improve performance by leveraging knowledge assets more effectively. Intellectual capital is becoming the main source of sustainable competitive advantages of enterprises, increasing their potential value and to meet the rapidly growing consumer demand. A key element in the aspect of the creation of intellectual capital is knowledge management.
The main objective of the research is to prove that the knowledge is an effective and useful way of improving the company performance, customers’ relationship and communication. The study was took place at one of the Nokia accounting teams which is responsible for providing several services for internal customers. To achieve the objective of the study the internal data of the team’s activities was collected, elaborated and placed onto the intranet in order to share the team’s knowledge with the internal customers. The target group of the research was the internal customers from all over the world (i.e. subsidiaries or branches of Nokia Oyj).
The research is divided into two parts. The first one is the theoretical part, which provides the definition and framework of knowledge theory, and the characteristics of different knowledge networks, based on which the conducted survey was analyzed.
The second is empirical part, consisting of web page analysis. For this part of the study the qualitative method was chosen. The research was carried out in form of an emailed questionnaire, the questionnaire, sent to the internal customers. A questionnaire was designed to support the relevance of the research. The received data was analysed; the results of questionnaire was evaluated and the improvements were suggested.
The main objective of the research is to prove that the knowledge is an effective and useful way of improving the company performance, customers’ relationship and communication. The study was took place at one of the Nokia accounting teams which is responsible for providing several services for internal customers. To achieve the objective of the study the internal data of the team’s activities was collected, elaborated and placed onto the intranet in order to share the team’s knowledge with the internal customers. The target group of the research was the internal customers from all over the world (i.e. subsidiaries or branches of Nokia Oyj).
The research is divided into two parts. The first one is the theoretical part, which provides the definition and framework of knowledge theory, and the characteristics of different knowledge networks, based on which the conducted survey was analyzed.
The second is empirical part, consisting of web page analysis. For this part of the study the qualitative method was chosen. The research was carried out in form of an emailed questionnaire, the questionnaire, sent to the internal customers. A questionnaire was designed to support the relevance of the research. The received data was analysed; the results of questionnaire was evaluated and the improvements were suggested.