Knowledge management from the organizational culture in call centers in Manizales

Abstract

Knowledge management is currently considered a key factor for organizational development, even more so with the constant competitive dynamics of companies, which see in knowledge a fundamental potential to improve productivity. In this sense, its assessment is key, but considering the culture as a conditioning variable to the development of this procedure nonetheless. Although several studies have addressed the subject, there has been insufficient research into the call center services companies in Colombia. The research results presented herein are part of a qualitative research project with descriptive and correlational studies on knowledge management in BPO companies in the city of Manizales, Colombia. An assessment of the knowledge management categories and organizational culture was made, based on the adaptation of a knowledge management assessment model, of which 312 observations were made. It is concluded that organizational culture is statistically significant for knowledge management.

Authors

  • Carlos Eduardo Marulanda Echeverry
  • Oscar Mauricio Bedoya Restrepo Univeraity of Caldas
  • Andres Paolo Castaño Vélez University of Caldas

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Author Biographies


Professor, Department of Administration, Faculty of Administration, Universidad Nacional de Colombia, Manizales, Colombia. Industrial Engineer, PhD in Industrial Engineering and Organizations, Universidad Nacional de Colombia, Manizales headquarters. ORCID ID: https://orcid.org/0000-0002-6287-9386 


, Univeraity of Caldas

Professor, Department of Systems and Informatics, Universidad de Caldas, Manizales, Colombia. Systems Engineer, Universidad autónoma de Manizales, Master in Systems and Computing, Universidad de Caldas. ORCID ID: https://orcid.org/0000-0002-6757-3327. e-mail: oscar.bedoya@ucaldas.edu.co


, University of Caldas

Professor, Department of Systems and Informatics, Universidad de Caldas, Manizales, Colombia. Electrician Engineer, Universidad Nacional de Colombia, PhD in Computer Engineering, Universidad Pontifica de Salamanca, Spain. ORCID ID: https://orcid.org/0000-0002-4767-0963. 

Published
2019-03-27
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How to Cite
Marulanda Echeverry, C., Bedoya Restrepo, O., & Castaño Vélez, A. (2019). Knowledge management from the organizational culture in call centers in Manizales. Cuadernos De Administración, 35(63), 15-25. https://doi.org/10.25100/cdea.v35i63.6811
Section
Research