The Role of Tacit Knowledge for Enhanced Quality Service Delivery in Organizations

Abstract

The developments in cutting-edge technologies, such as mobile systems, artificial intelligence (AI), robotics, the Internet of Things (IoT), embedded computing, 3D printing, genetic engineering, and quantum computing are the role of tacit knowledge embedded in the human brain. The rationale that necessitates this study is that tacit knowledge, hidden in the human brain/mind, has become an enabler that results in quality service delivery in organizations. To establish the role of tacit knowledge for enhanced quality service delivery in organizations in the context of Africa, three research objectives were used to guide the study, namely: examine tacit knowledge in organizations, determine cutting-edge technologies, and explore the role of tacit knowledge in organizations. In this study, a multi-stage approach that comprised qualitative content analysis and a phenomenological research approach was employed. Findings reveal that tacit knowledge is applied in all aspects of the organization especially when the organization is in a critical situation, employees come together as a team using their various expertise in ensuring the organization is viable, competitive, productive, and sustained irrespective of the context. The carriers (human beings/brain/mind) know more than they thought, especially when engaging in discussion. Cutting-edge technologies of mobile systems, AI, robotics, IoT, embedded computing, 3D printing, genetic engineering, and quantum computing serve as supporting tools in the roles that tacit knowledge plays in the organization. Findings revealed that the role of tacit knowledge in organizations is to solve certain problems, decision-making, plan, and execution of tasks. The study recommends the need to value and treat the carriers of the tacit knowledge better than the technologies itself which serve as tools only.