Determining the Influence of Group-Explicit Knowledge on the Productivity of Telecommunication Organisations: A DEA Application

Abstract :

The objective of this research work was to determine the influence of group-explicit knowledge on the productivity of telecommunication organisations. Based on a sample size of forty-two (42) Customer Service Centers of the four most active GSM organisations in Lagos State and FCT, Nigeria, the research adopted the output oriented DEA model to show this relationship. The results showed that DMUs 15 (36 percent) were found to be technically efficiency using the CRS approach, while only twelve (12) representing about 28.6 percent of DMUs, based on VRS approach, were found to productively engage their present input resources on outputs that achieve optimal productivity for the firm. The research made recommendation to the organisations’ management, especially for customer service centers that are productivity deficient.