Development of an integrated knowledge management and quality management model for small and medium sized companies in Trinidad and Tobago

Abstract

There appears to exist limited research regarding the integration of Knowledge Management (KM) and International Organization for Standardization (ISO)’s ISO9001 Quality Management Systems (QMS) for Small and Medium Sized Enterprises (SMEs), for Trinidad and Tobago (TT) and the Caribbean Region. TT has over 16,000 SMEs and approximately 10,000 micro enterprises, representing over 70% of all registered businesses, that employs over 50% of the workforce. SMEs spark competition, create jobs, as well as promote innovation and knowledge transfer, thus are the engine of economic growth. SMEs in TT need to develop KM practices to compete regionally and globally, especially with the advent of the COVID-19 pandemic, which has triggered the deepest economic recession worldwide. Existing integrated KM models in other jurisdictions cannot be adopted in TT as KM is a culturally sensitive platform that needs to be customized to its applied environment. Results of a survey identified the Critical Success Factors (CSFs) for both Quality Management (QM) and KM required for the successful implementation of a Knowledge Management System (KMS). Data obtained showed that although the SMEs in TT demonstrated insignificant KM maturity, there is KM readiness, due to the existence of QMSs, significant information systems, human resource support, technical infrastructure, and senior management commitment. A five phase KM/QM integration model for SMEs in TT is proposed. Managers of SMEs and other similar operations may apply the findings of this study to develop strategies to integrate QM and KM to improve business results.