1. Making reference to any organization in Kenya.

Discuss the impacts of knowledge

management approaches and processes on employees’ performance.
Introduction
There is an increasing demand for information and knowledge and managing this
knowledge in the rapidly growing market which is posing high competition for
organizations. This is forcing organizations to increasingly look for innovative ways to
collect and store information.
Knowledge management is the process of gathering, storing, sharing, and analyzing of
information using defined techniques based on resources, documents, people and their
skills. When this information is analyzed and stored as knowledge, it can be used for
decision making and training of new staff members.
Knowledge management approaches and processes are the strategies through which data
is transformed to information to create knowledge. These processes may differ from one
organization to another. These processes are such as collecting of data which has not yet
been sorted out like sales reports, organizing of data involves the logical arrangement of
data, summarizing which is trying to present data in understandable format like graphs and
charts, analyzing of information to remove redundancies finding relationships and patterns,
synthesizing where data is converted to information to derive facts and various concepts
and finally decision making can happen since through the processes the organization has
conclusive and accurate data.

Discussion (Safaricom case study)

Safaricom mobile network controls approximately 63.5% percent of the Kenyan market as
at 30 June 2019. Safaricom had a subscriber base estimated at approximately 33.1 million.
This shows that it has been able to gain maximum market competitiveness compared to
other mobile networks like Telkom and Airtel combined.

Knowledge management increases employee performance since the more you know the
easier working around different business processes becomes. This at Safaricom has been
enhanced by training of new staff as soon as they are employed to acquaint them to their
environment and give them the ability to handle different challenges. Staff ethics training is
done at Safaricom to promote an ethical culture within the organization. This training also
takes place annually, supplemented by mandatory e-learning courses. These empower staff
to successfully address any risks arising in their departments or roles thus increasing
employee performance.

Knowledge management also increases employee innovativeness. Innovativeness comes

about when employees come up with new ideas that will sell them to their organization as
well as offer them opportunities for promotion. In December 2017 Safaricom launched a
new voice biometric authentication service, known as Jitambulishe. The innovative service
allows customers to record a ‘voiceprint’ that can be used to identify them in the future.
Once their voiceprint has been captured, customers can identify themselves by saying “at
Safaricom, my voice is my password” when they call Safaricom customer service lines.
Job satisfaction. When an employee has ample knowledge of their job and readily available
solutions to different challenges, the employee is likely to feel the urge to get comfortable
and love their jobs. Safaricom has done surveys throughout the years called peoples survey
which focuses on measuring the job satisfaction level of their employees and their reports
remain positive. The survey focuses on pride in working for Safaricom; personal levels of
motivation; overall happiness with the working environment; and intention to stay with the
company.
Emancipates employees- Knowledge workers have flexibility and freedom to conduct their
work according to their own intelligence, experience, and initiative. They support each
other as well as by technology and information infrastructure, which resultantly benefits
both themselves and the organization. -Safaricom has a policy that0. offers new mothers a
minimum of 16 weeks fully-paid maternity leave and reduced hours for the first six months
(6 hours instead of 8 per day). The Policy is part of a package of initiatives for employees
who are mothers, including fully equipped and professionally staffed child care facilities, a
doctor on site, a private Mother’s Room and comprehensive medical insurance. By doing
this they give full commitment to work during working hours since they have less to worry
about their kids.
Less frustration. Staff members can access information themselves and there is no need to
rely on the availability of other people through document libraries. Work processes are
documented so that when an employee leaves the organization or department, others can
easily pick up those tasks without confusion. In the year 2011, Safaricom kicked off a project
to have a centralized and commercial off the-shelf product for knowledge management
that could span across divisions. The selected solution was EGain Knowledge Management
System that allows for centralized knowledge data to be shared across division, employees
and a selected section of the same knowledge availed to customers on self-service portal.
Hence employees can get readily available knowledge of previous error handling methods.
Employees are motivated to share their knowledge because they feel more valued for their
intellectual capabilities and skills when they can see their contribution towards
improvements in the organization. -Safaricom has an open door policy. Employees can walk
to the directors and express their feelings. The directors will even ask if there are problems
and solutions are arrived at through consultations and engagements with the employees
for immediate solutions.

Conclusion
Knowledge management has a key role to play in employee development thus increasing
productivity of an organization. From the above discussion it is clear that knowledge is
power. With employees who are motivated, innovative, emancipated, less frustrated and
satisfied with their line of work, increases the performance of an organization. Impacts on
employees paired with other advantages of knowledge management like customer
satisfaction, competitiveness of the organization, cost and time saving since data is well
stored for easy and faster retrieval and accountability shows clearly that knowledge needs
to treated as a key resource for the organizations excellence. Thus measures like
integration of business cultures like encouraging exchange of ideas across all departments
and appreciating new ideas by rewarding employees and knowledge management systems
should be considered to be able to tap better and accurate knowledge for the development
and thriving of the organization.
References
Tutorials point. Knowledge management.
https://www.tutorialspoint.com/management_concepts/knowledge_management.htm
Dr David J. Skyrme. (2002). Knowledge Management: Approaches and Policies.
http://www.providersedge.com/docs/km_articles/KM_-_Approaches_and_Policies.pdf
Torabi, Fatemeh & El-Den, Jamal. (2017). The impact of Knowledge Management on
Organizational Productivity: A Case Study on Koosar Bank of
Iran.https://www.researchgate.net/publication/322072681_The_impact_of_Knowledge_Ma
nagement_on_Organizational_Productivity_A_Case_Study_on_Koosar_Bank_of_Iran
Mobile Phones, Tablets, Mobile Money Solutions & Telecommunication Services -
Safaricom. www.safaricom.co.ke. Retrieved 2018-12-07.
Dr David J. Skyrme. (2002). Knowledge Management: Approaches and Policies.
http://www.providersedge.com/docs/km_articles/KM_-_Approaches_and_Policies.pdf
Irene O. (2019). The Impact of Millennial Employment on Organizational Performance: The
Case of 63.http://erepo.usiu.ac.ke:8080/xmlui/bitstream/handle/11732/4973/IRENE
%20OGUTU%20MBA%202019.pdf?sequence=1&isAllowed=y
Emmanuel M. Khaemba.(June 6, 2013) Factors Affecting Knowledge Management
Implementation In Telecommunication Industry: A Case Study Of Safaricom Limited,1359.
https://www.ijert.org/research/factors-affecting-knowledge-management-implementation-
in-telecommunication-industry-a-case-study-of-safaricom-limited-IJERTV2IS60460.pdf
Innovation.https://www.safaricom.co.ke/sustainabilityreport_2018/our-material-
topics/innovation/
Irene O. (2019). The Impact of Millennial Employment on Organizational Performance: The
Case of Safaricom Limited, Nairobi Kenya,63.
http://erepo.usiu.ac.ke:8080/xmlui/bitstream/handle/11732/4973/IRENE%20OGUTU%20MBA
%202019.pdf?sequence=1&isAllowed=y

2. Drawing facts from any organization in Kenya, discuss the impacts of talent
management on organization corporate image.
Introduction
Talent management is the methodically organized, strategic process of getting the right
talent onboard and helping them grow to their optimal capabilities keeping organizational
objectives in mind. The process thus involves identifying talent gaps and vacant positions,
sourcing for and onboarding the suitable candidates, growing them within the system and
developing needed skills, training for expertise with a future-focus and effectively engaging,
retaining and motivating them to achieve long-term business goals. In simpler terms it is the
recruitment and retention of the best. Talent management is a useful term when it
describes an organization's commitment to hire, manage, develop, and retain talented
employees. It comprises all of the work processes and systems that are related to retaining
and developing a superior workforce. Corporate image is in simple terms the company’s’
reputation. Corporate image is one of the most important assets of an organization. It acts
as a comfort factor for customers and assures them that they are buying from the best.
When we talk of talent management and corporate image it means more of where skills and
capabilities of employees place the company in the competitive market. Hence this field of
talent management relies highly on the work force a company has I terms of skills and
capabilities of individual employees and how well they suit the organization line of work.
Discussion (Case study on Equity bank)
Equity bank limited is one of the best banks in Kenya. Talent management at Equity Bank
has been greatly focused on. The bank focuses on merchant and bank agents’ recruitment
and training.
The management of the bank is instrumental for success of any employee. This has been
enhanced by open door management policy where employees can engage in sharing
knowledge across all departments and also make queries on difficult tasks.
Talent Management improves the recruitment process by distinguishing high caliber
candidates using job descriptions based upon the capabilities of the high performing
employees possessing highly valued company or industry competencies. Equity bank has a
program that picks the best students in the Kenya Certificate of Secondary Education and
give them internship programs then later absorb them as employees. By this they are able
to tap employees with high intellect thus placing them at a better competitive position.
Talent Management helps the organization to also minimize the attrition as it will be
successful to retain its top/key talent with the help of its talent management initiatives. –
Equity has an initiative with the name wings to fly which gives scholarships to top students
and later higher these students. This helps maintain talent and knowledge from the best
and also maintain the value of having invested in the development of their skills.
Talent Management helps the organization to tremendously increase its performance,
productivity and also the revenues or profitability- With top specialists in your organization,
you can reach any goal. Equity hires the best of the best like training fresh top students
from high school for management positions. With fresh and smart brains comes the
advantage of increased performance, productivity and profitability.
Talent Management increases competitive advantage of the organization- By hiring and
developing talented employees, your organization becomes stronger and better prepared
to face changes and risks. Most banks in Kenya hire employees from external source while
equity does training of its employees before employment. Thus placing the bank at an
advantage of having employees who understand their working environment.
Talent Management drives Innovation- New technologies are always hitting the scene,
whatever your industry. Talented employees are able to find ways to harness the
capabilities of new tools and solve problems or come up with original ideas. In 2007 Equity
bank was awarded with the Best Bank in Product innovation (1 st runners up) in the Think
Business Kenya-Banking Awards and the latest 2019 Most Innovative bank- catalyst awards,
just to mention a few of the hundreds of awards they have received through the years.
Thanks to the culture of Equity Bank having put in place strategies to train their new
employees as interns before hire.
Talent Management helps form productive teams- The appropriate talent management
strategy will allow you to form a more productive team. This is far more useful than just
having a bunch of creative and talented people in your organization. Equity team
productivity can be seen through the transition of the bank since it was started in 1984 as a
building society to being one of the leading banks in Kenya and lately top 1000 banks
according to 2019 award from the Banker for Top 1000 World Banks 2019.
Talent Management decreases turnover- When employees feel valued at a company, when
they know they will have plenty of opportunities to grow in the business, they are less likely
to seek work elsewhere. At Equity Bank, workers are provided with amenities. Like Equity
Bank, countless American employers fund health insurance, through which a large
percentage of each employee's health insurance premium is funded by their employer.
These contributions are tax deductible for businesses and tax-free for employees. Equity
Bank offers health, dental, and vision coverage. These benefits increase employee
retention.
Talent Management leads to strong employer branding- Talent management brands your
company as an employer. This helps you to attract the best candidates for future hires. The
culture of Equity Bank is that of a caring bank. A lot of value is placed on humility, listening,
partnering. Employees have to be humble and down to earth, thus able to handle
customers in a manner that builds their trust for the bank and its services

Talent Management motivates others to grow- Having inspiring talent on your team will

motivate other employees and help them grow. At Equity Bank if a manager’s performance

is below expectation, a team made up of his colleagues is given the task of coaching him and

helping him succeed. This will cause each employee especially managers to work on their

self-worth and error handling to be in a position to succeed without much assistance.

Conclusion
We can conclude that talent management is a very basic process for any organization. This is
to help the organization keep at the top most position among its competitors. Having the
best work force working for your organization has proved cost effective and profitable since
you have the best team to achieve these goals. Talent management has many positive
impacts however there is one negative impact where the recruiting and retaining of the best
employees and skills may attract extra costs. However, no pain no gain. The positive impacts
out way the negative impacts.

References
Nancy K. Keuyo (2011). Examining the effect of talent management on organizational
performance: a case of comply limited, Nakuru, 54(2), D53/NKU/PT/24312/2011. https://ir-
library.ku.ac.ke/bitstream/handle/123456789/10170/Examining%20the%20effect%20of
%20talent%20management%20on&.pdf?sequence=1
Dr. Puja. S., & Dr. Shikha. M. (December, 2016). A Study of Talent Management and Its
Impact on Performance of Organizations,75. http://www.iosrjournals.org/iosr-
jbm/papers/Vol18-issue12/Version-3/J1812036673.pdf
Prarthana G. (Jul 17, 2019). What is Talent Management? Definition, Strategy, Process and
Models https://www.hrtechnologist.com/articles/performance-management-hcm/what-is-
talent-management/

Susan M. Heathfield. (December 29, 2019). Why Talent Management Is an Important

Business Strategy to Develop https://www.hrtechnologist.com/articles/performance-
management-hcm/what-is-talent-management/

Abdul Q. Mohammed. (March 29, 2015). The Impact of Talent Management on Employee
Engagement, Retention and Value Addition in achieving Organizational Performance
https://www.researchgate.net/publication/274890467_The_Impact_of_Talent_Management
_on_Employee_Engagement_Retention_and_Value_Addition_in_achieving_Organizational_
Performance
Equity Bank Benefits in
Kenya.https://www.payscale.com/research/KE/Employer=Equity_Bank/Benefits
Dr. Franca O. (April, 2009). Equity-Bank_The-Transformation-of-Equity-Bank-Lagos-Business-
School.pdf .Transformation of Equity Bank, 12-14. https://equitygroupholdings.com/wp-
content/uploads/2019/09/Equity-Bank_The-Transformation-of-Equity-Bank-Lagos-Business-
School.pdf