Improvement of mobile coverage analysis process in infrastructure development department through adoption of knowledge creation process

Abstract

This research focuses on the improvement of mobile coverage analysis process in Malaysian Communications and Multimedia Commission (MCMC) specifically in the Infrastructure Development Department (IDD). The intervention of this research will be through the introduction of the knowledge creation process within IDD. Three research objectives have been identified: to determine the prevalence factors that affect the performance of IDD in performing the mobile coverage analysis, to implement a knowledge creation process that can improve the performance of IDD in performing the mobile coverage analysis and to diagnose the impact of the interventions among the employees in IDD. The data collection for this research involves ten employees for the quantitative (survey) data and two subject matter experts for the qualitative (interview) data. The data was then analysed using SPSS and NVivo to measure the effectiveness of the interventions in this research. From the analysis, it was found out that the factor contributing to this issue is due to lack of sharing and availability of documents to be used as reference. There is no knowledge creation currently being practised in IDD. Therefore based on the input from the data collection, research has adopted the SECI model of the knowledge creation process as the model for the interventions. The first intervention in cycle 1 will be through the Externalization of developing a document for mobile coverage analysis in IDD.