Knowledge management and service delivery in NGOs: A case of Child FUnd International - Uganda

Abstract

This study was set out examine the relationship between Knowledge Management and Service Delivery in NGOs a case of ChildFund international - Uganda. The study examined the relationship under the three variables of Knowledge Managementwhich were; Knowledge Creation, Knowledge Sharing, and Knowledge Utilization, and the variables of Service Delivery which included; accessibility, timeliness, cost effectiveness and usefulness of the services.The study adopted the SECI modal by Nonaka and T (1995) to understand the relationship between knowledge management and service delivery.Both quantitative and qualitative data was collected from 101 respondents, using questioners, interview guides and documentary analysis checklist. SPSS correlation and descriptive statistics were adopted to analyze data. Findings established that there is a significant positive relationship between Knowledge Management and Service Delivery, however it was revealed that ChildFund-Uganda does not fully implement Knowledge Management and that could be the reason behind the Service Delivery challenges in the organization.The researcher concluded that an organization that fully implements all the aspects of Knowledge Management will definitely not face Service Deliverychallenges and recommended for a fully functioning Knowledge Management System in every organization.