Knowledge Management Practices in Pakistan’s Telecom Services Sector

Abstract

Employee turnover has become a serious problem in knowledge-intensive industries such as telecommunications, where the resulting knowledge loss affects process safety and quality. This study examines knowledge management practices in Pakistan’s telecom sector and argues that the impact of knowledge loss could be mitigated through knowledge management. Based on a structured questionnaire administered online to a sample of telecom operators in Pakistan, the results indicate the absence of knowledge management as a strategic response to knowledge loss. Nonetheless, the presence of a young, educated workforce, a strong cooperative culture, and sound ICT provision could be leveraged to build successful knowledge management systems in this sector.