Knowledge management to enhance competitiveness of VNPT software company

ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - NGUYỄN VIỆT HƯNG KNOWLEDGE MANAGEMENT TO ENHANCE COMPETITIVENESS OF VNPT SOFTWARE COMPANY QUẢN TRỊ TRI THỨC NHẰM NÂNG CAO NĂNG LỰC CẠNH TRANH TẠI CÔNG TY PHẦN MỀM VNPT LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH HÀ NỘI - 2018 ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - NGUYỄN VIỆT HƯNG KNOWLEDGE MANAGEMENT TO ENHANCE COMPETITIVENESS OF VNPT SOFTWARE COMPANY QUẢN TRỊ TRI THỨC NHẰM NÂNG CAO NĂNG LỰC CẠNH TRANH TẠI CÔNG TY PHẦN MỀM VNPT Chuyên ngành: Quản trị kinh doanh Mã số: 60 34 01 02 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH NGƯỜI HƯỚNG DẪN KHOA HỌC: PGS.TS NGUYỄN NGỌC THẮNG Hà Nội - 2018 DECLARATION The author confirms that the research outcome in the thesis is the result of author‟s independent work during study and research period and it is not yet published in other‟s research and article The other‟s research result and documentation (extraction, table, figure, formula, and other document) used in the thesis are cited properly and the permission (if required) is given The author is responsible in front of the Thesis Assessment Committee, Hanoi School of Business and Management, and the laws for above-mentioned declaration ACKNOWLEDGEMENT I would like to express my deeply thank to Assoc.Prof PhD Nguyen Ngoc Thang for his support since the beginning of my research with his advice about the very interesting research topic, then going through research outline, until the end of this research From this research, I can have a deep understanding of knowledge and knowledge management impact to competitiveness of VNPT Software Company I would like to thank everyone who are VNPTSoftware‟s staffs and managers, who have assisted me to be fulfillment with this research‟s aims and scopes They also took the time to answer my questionnaire and the Managers gave thoughtful instructions so that everyone responded fully Through that I was able to collect the necessary responses for the analysis present status of knowledge management and its impact on the competitiveness of VNPTSoftware Because limited time and ability so it cannot avoid some mistakes in my research I look forward to receiving comments from lecturers and colleagues in order have more completed and better achieved of research result CONTENT INTRODUCTION 1 Rationale Literature review Aims of research Research object Scopes of research CHAPTER THEORETICAL BACKGROUND ON COMPETITIVENESS WITH KNOWLEDGE MANAGEMENT 1.1 Theoretical basis of knowledge management 1.1.1 Knowledge management of the organization 1.1.2 Factors influence to knowledge management of the organization 17 1.1.3 Elements of knowledge management of the organization 21 1.1.4 Tools of knowledge management 26 1.1.5 Knowledge management model of the organization 30 1.1.6 Evaluation of knowledge management 32 1.2 Theoretical basis of competitiveness 33 1.2.1 Competitiveness 33 1.2.2 Evaluate competitiveness of the organization 34 1.3 Research methods 35 1.3.1 Research model and assumptions 35 1.3.2 Research sample 37 1.3.3 Design to questionnaires and scales 38 1.3.4 Data collection method 42 1.3.5 Check the reliability scale 42 1.3.6 Exploratory factor analysis 43 1.3.7 Regression and test hypothesis 43 CHAPTER ASSESSING THE SITUATION OF COMPETITIVENESS WITH KNOWLEDGE MANAGEMENT IN VNPTSOFTWARE 45 2.1 Introduction of VNPTSoftware 45 2.1.1 Introduction of VNPT Group 45 2.1.2 Introduction of VNPT Software Company 48 2.2 About to knowledge management and competitiveness in VNPTSoftware 52 2.2.1 Situation of knowledge management in VNPTSoftware 52 2.2.2 Situation of competitiveness in VNPTSoftware 59 2.3 Quantitative analysis of the relationship between knowledge management and competitiveness in VNPTSoftware 61 2.3.1 Research sample description 61 2.3.2 Alanyze scales reliability of survey samples 61 2.3.3 Analyze exploratory factor of survey samples 62 2.3.4 Regression analysis of the relationship between knowledge management and competitiveness in VNPTSoftware 65 2.3.5 Test of research model 66 2.4 Comment on research results 66 2.4.1 Comment on research results from the KM model impact to competitiveness 67 2.4.2 Describe the interaction between knowledge management factors and competitiveness from research results 69 CHAPTER PROPOSAL ON SOLUTION TO ENHANCE COMPETITIVENESS ASSOCIATED WITH KNOWLEDGE MANAGEMENT IN VNPTSOFTWARE 70 3.1 Orientation in enhance competitiveness of VNPTSoftware 70 3.2 Solutions on enhance competitiveness of VNPTSoftware 72 3.3 Recommendations 74 CONCLUSION, LIMITATION AND IMPLICATION 75 Conclusion 75 Limitation 76 Implication 77 REFERENCES 78 APPENDIX QUESTIONNAIRE IN ENGLISH 82 APPENDIX QUESTIONNAIRE IN VIETNAMESE 86 APPENDIX 3: SUMMARY RESULT OF ANALYSIS 91 APPENDIX 4: RESULT OF ANALYSIS 92 APPENDIX 5: EXPLORATORY FACTOR ANALYSIS ABOUT KNOWLEDGE MANAGEMENT AND COMPETITIVENESS 101 APPENDIX 6: REGRESSION RESULTS ABOUT KNOWLEDGE MANAGEMENT AND COMPETITIVENESS LIST OF TABLES Table 1.1: Typical Knowledge Sources 14 Table 1.2: What is knowledge management 15 Table 1.3: Why we have to manage knowledge? 17 Table 1.4: Technology Appropriate to Knowledge Management Approach 19 Table 1.5: The Productivity Challenge: A Closer Look? 25 Table 1.6: Initiative for Knowledge Sharing and Dissemination 26 Table 1.7: Document Management: KM Starting Point 27 Table 1.8: Description of hypothesis 36 Table 1.9: Scales of Leadership 39 Table 1.10: Scales of Organization 39 Table 1.11: Scales of Technology 40 Table 1.12: Scales of Learning 40 Table 1.13: Scales of Competitiveness 41 Table 2.1: Data of VNPTSoftware‟s Managers 53 Table 2.2: Statistics of activity status of FAW vnpt.facebook 54 Table 2.3: Restructuring of the company 55 Table 2.4: List of Training Course of VNPTSoftware from July to December, 2017 57 Table 2.5: Market share of main services of VNPTSoftware 60 Table 2.6: Market share of CA Service in 2016 60 Table 2.7: Plan of development VNPT IVAN service in the next years 61 Table 2.8: Reliability of the scales 62 Table 2.9: Analysis results of knowledge management factors affect competitiveness 63 Table 2.10: Knowledge management factors affect competitiveness 63 Table 2.11: Results of regression of six factors of knowledge management effect competitiveness 66 Table 2.12: The test results of the pair of hypoyheses 66 Table 2.13: Statistical results of the servey 67 Table 3.1: Price of VNPT-ERP HRM module 72 LIST OF FIGURES Figure 1: Enterprise knowledge management architecture Figure 1.1: Levels of conceptual development from data to knowledge 10 Figure 1.2: Interaction between of Tacit and Explicit knowledge 11 Figure 1.3: Elements of a knowledge map 12 Figure 1.4: Contents must be management 21 Figure 1.5: Knowledge Capture and Sharing 23 Figure 1.6: Knowledge management model of the organization 31 Figure 1.7: Flowchart of the research process 35 Figure 1.8: Research model of competitiveness of VNPTSoftware 36 Figure 2.1: Top 10 most valuable Vietnamese brands 2017 48 Figure 2.2: Organizational chart of VNPTSoftware 52 Figure 2.3: Top 10 most valuable Vietnamese brands 2017 59 Figure 2.4: The research model of "Knowlwdge management - Competitiveness" adjusted after the survey 65 Figure 2.5: Relationalship with "Knowlwdge management” and ”Competitiveness" 69 Figure 3.1: Key services of the SaaS market 71 INTRODUCTION Rationale Vietnam Posts and Telecommunications Group (VNPT) is the leading group in Vietnam in the segment of telecommunications and information technology Brand of VNPT Vinaphone ranked in the top 10 strongest brand in Vietnam (Financial Brand 2017) VNPT Software Company (VNPTSoftware) is the main unit of VNPT in the research and development of software solutions, has won many prestigious national awards in the field of information technology such as “Sao Khuê”, „Nhân Tài Đất Việt”.VNPTSoftware is providing software products and services to many national organizations, ministries and enterprises in the following fields: (1) Governmental foundation electronic, (2) Ministries: Ministry of Health, Education, Environmental Resources,… and (3) Business and community VNPTSoftware was established during the strong transfer of perceptions and the way people use, communicate with technology Inheriting 70 years of development in VNPT's telecom market in Vietnam include 31.6 million mobile subscribers (2016) and 3.8 million broadband Internet subscribers (2016),VNPTSoftwareis aware that all software products developed and deployed are closely linked to the development of Vietnam, the social life and the development of enterprises The goal and vision of VNPTSoftware is to be No.1 in the segment of providing software as a service (SaaS) in Vietnam.Therefore, to achieve this goal, VNPTSoftware must improve its competitiveness to lead the SaaS segment in the Vietnamese market The question is how to improve the competitiveness to meet the objectives? From many researchs, in organizations, knowledge is the key factor to the longterm development of the organization to be able to implement its new strategy To develop a knowledge management system, you must be developed the good knowledge management model According to Dr David E Chesebrough, the enterprise‟s knowledge management model is influenced by four pillars: (1) leadership, (2) organization, (3) technology, and (4) learning in order to improve overall organization performance (Figure 1.1) RELIABILITY /VARIABLES=O1 O2 O3 O4 O5 O6 /SCALE('ALL VARIABLES') ALL /MODEL=ALPHA /STATISTICS=CORR COV /SUMMARY=TOTAL Reliability Statistics Cronbach's Alpha Based on Standardized Cronbach's Alpha Items 823 N of Items 816 Inter-Item Correlation Matrix O1 O2 O3 O4 O5 O6 O1 1.000 904 333 171 316 302 O2 904 1.000 410 147 393 356 O3 333 410 1.000 129 983 801 O4 171 147 129 1.000 124 188 O5 316 393 983 124 1.000 818 O6 302 356 801 188 818 1.000 Inter-Item Covariance Matrix O1 O2 O3 O4 O5 O6 O1 229 202 069 030 065 068 O2 202 219 083 025 079 078 O3 069 083 189 020 184 164 O4 030 025 020 133 019 032 O5 065 079 184 019 185 166 O6 068 078 164 032 166 221 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Squared Multiple Cronbach's Alpha Item Deleted Item Deleted Total Correlation Correlation if Item Deleted O1 18.02 2.647 558 821 803 O2 17.99 2.591 622 831 789 O3 17.92 2.515 755 968 760 O4 18.51 3.358 190 057 862 O5 17.91 2.533 749 970 762 O6 17.99 2.509 682 679 775 94 RELIABILITY /VARIABLES=O1 O2 O3 O5 O6 /SCALE('ALL VARIABLES') ALL /MODEL=ALPHA /STATISTICS=CORR COV /SUMMARY=TOTAL Reliability Statistics Cronbach's Alpha Based on Standardized Cronbach's Alpha Items 862 N of Items 865 Inter-Item Correlation Matrix O1 O2 O3 O5 O6 O1 1.000 904 333 316 302 O2 904 1.000 410 393 356 O3 333 410 1.000 983 801 O5 316 393 983 1.000 818 O6 302 356 801 818 1.000 Inter-Item Covariance Matrix O1 O2 O3 O5 O6 O1 229 202 069 065 068 O2 202 219 083 079 078 O3 069 083 189 184 164 O5 065 079 184 185 166 O6 068 078 164 166 221 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Squared Multiple Cronbach's Alpha Item Deleted Item Deleted Total Correlation Correlation if Item Deleted O1 14.86 2.321 555 820 866 O2 14.83 2.254 631 831 846 O3 14.76 2.170 781 968 809 O5 14.76 2.185 775 970 811 O6 14.84 2.187 684 672 832 95 RELIABILITY /VARIABLES=T1 T2 T3 /SCALE('ALL VARIABLES') ALL /MODEL=ALPHA /STATISTICS=CORR COV /SUMMARY=TOTAL Reliability Statistics Cronbach's Alpha Based on Standardized Cronbach's Alpha Items 853 N of Items 853 Inter-Item Correlation Matrix T1 T2 T3 T1 1.000 574 629 T2 574 1.000 774 T3 629 774 1.000 Inter-Item Covariance Matrix T1 T2 T3 T1 233 131 143 T2 131 223 173 T3 143 173 223 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Squared Multiple Cronbach's Alpha Item Deleted Item Deleted Total Correlation Correlation if Item Deleted T1 7.34 791 639 415 873 T2 7.31 742 746 612 772 T3 7.31 717 790 651 729 96 RELIABILITY /VARIABLES=L1 L2 L3 L4 L5 /SCALE('ALL VARIABLES') ALL /MODEL=ALPHA /STATISTICS=CORR COV /SUMMARY=TOTAL Reliability Statistics Cronbach's Alpha Based on Standardized Cronbach's Alpha Items 808 N of Items 812 Inter-Item Correlation Matrix L1 L2 L3 L4 L5 L1 1.000 267 304 203 974 L2 267 1.000 907 639 256 L3 304 907 1.000 591 297 L4 203 639 591 1.000 192 L5 974 256 297 192 1.000 Inter-Item Covariance Matrix L1 L2 L3 L4 L5 L1 243 051 068 038 235 L2 051 153 160 094 049 L3 068 160 204 100 066 L4 038 094 100 141 035 L5 235 049 066 035 240 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Squared Multiple Cronbach's Alpha Item Deleted Item Deleted Total Correlation Correlation if Item Deleted L1 14.89 1.748 602 950 770 L2 14.48 1.912 656 840 756 L3 14.44 1.783 654 828 752 L4 14.46 2.099 491 410 800 L5 14.90 1.764 592 949 773 97 RELIABILITY /VARIABLES=L2 L3 L4 /SCALE('ALL VARIABLES') ALL /MODEL=ALPHA /STATISTICS=CORR COV /SUMMARY=TOTAL Reliability Statistics Cronbach's Alpha Based on Standardized Cronbach's Alpha Items 881 N of Items 881 Inter-Item Correlation Matrix L2 L3 L4 L2 1.000 907 639 L3 907 1.000 591 L4 639 591 1.000 Inter-Item Covariance Matrix L2 L3 L4 L2 153 160 094 L3 160 204 100 L4 094 100 141 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Squared Multiple Cronbach's Alpha Item Deleted Item Deleted Total Correlation Correlation if Item Deleted L2 7.68 546 879 839 735 L3 7.64 482 832 824 779 L4 7.66 678 628 409 946 98 RELIABILITY /VARIABLES=C1 C2 C3 C4 C5 C6 /SCALE('ALL VARIABLES') ALL /MODEL=ALPHA /STATISTICS=CORR COV /SUMMARY=TOTAL Reliability Statistics Cronbach's Alpha Based on Standardized Cronbach's Alpha Items 905 N of Items 902 Inter-Item Correlation Matrix C1 C2 C3 C4 C5 C6 C1 1.000 925 718 940 897 135 C2 925 1.000 704 895 971 157 C3 718 704 1.000 718 733 099 C4 940 895 718 1.000 897 103 C5 897 971 733 897 1.000 171 C6 135 157 099 103 171 1.000 Inter-Item Covariance Matrix C1 C2 C3 C4 C5 C6 C1 209 194 156 196 191 027 C2 194 211 154 188 208 031 C3 156 154 227 156 162 020 C4 196 188 156 209 191 020 C5 191 208 162 191 216 035 C6 027 031 020 020 035 189 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Squared Multiple Cronbach's Alpha Item Deleted Item Deleted Total Correlation Correlation if Item Deleted C1 18.50 3.384 909 926 861 C2 18.51 3.358 921 961 859 C3 18.55 3.595 719 572 891 C4 18.50 3.409 891 904 864 C5 18.52 3.333 926 955 858 C6 18.46 4.665 142 048 963 99 RELIABILITY /VARIABLES=C1 C2 C3 C4 C5 /SCALE('ALL VARIABLES') ALL /MODEL=ALPHA /STATISTICS=CORR COV /SUMMARY=TOTAL Reliability Statistics Cronbach's Alpha Based on Standardized Cronbach's Alpha Items 963 N of Items 963 Inter-Item Correlation Matrix C1 C2 C3 C4 C5 C1 1.000 925 718 940 897 C2 925 1.000 704 895 971 C3 718 704 1.000 718 733 C4 940 895 718 1.000 897 C5 897 971 733 897 1.000 Inter-Item Covariance Matrix C1 C2 C3 C4 C5 C1 209 194 156 196 191 C2 194 211 154 188 208 C3 156 154 227 156 162 C4 196 188 156 209 191 C5 191 208 162 191 216 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Squared Multiple Cronbach's Alpha Item Deleted Item Deleted Total Correlation Correlation if Item Deleted C1 14.75 2.981 935 926 947 C2 14.76 2.965 940 961 946 C3 14.80 3.180 740 571 979 C4 14.75 2.994 925 903 949 C5 14.77 2.946 941 954 946 100 APPENDIX 5: EXPLORATORY FACTOR ANALYSIS ABOUT KNOWLEDGE MANAGEMENT AND COMPETITIVENESS Correlation Matrix C1 Correlation Sig (1-tailed) C2 a C3 C4 C5 C1 1.000 925 718 940 897 C2 925 1.000 704 895 971 C3 718 704 1.000 718 733 C4 940 895 718 1.000 897 C5 897 971 733 897 1.000 000 000 000 000 000 000 000 000 000 C1 C2 000 C3 000 000 C4 000 000 000 C5 000 000 000 000 000 a Determinant = 000 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 801 Approx Chi-Square 1247.883 df 10 Sig .000 Total Variance Explained Initial Eigenvalues Component Total % of Variance Extraction Sums of Squared Loadings Cumulative % 4.374 87.484 87.484 391 7.811 95.294 149 2.986 98.280 065 1.306 99.586 021 414 100.000 Extraction Method: Principal Component Analysis 101 Total 4.374 % of Variance 87.484 Cumulative % 87.484 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity Approx Chi-Square 730 1977.014 df 105 Sig .000 102 Total Variance Explained Initial Eigenvalues Component Total % of Variance Extraction Sums of Squared Loadings Cumulative % Total % of Variance Rotation Sums of Squared Loadings Cumulative % Total % of Variance Cumulative % 4.700 31.335 31.335 4.700 31.335 31.335 2.763 18.418 18.418 2.658 17.717 49.052 2.658 17.717 49.052 2.757 18.380 36.798 1.981 13.207 62.258 1.981 13.207 62.258 2.487 16.577 53.375 1.588 10.586 72.845 1.588 10.586 72.845 2.393 15.951 69.326 1.363 9.087 81.931 1.363 9.087 81.931 1.891 12.606 81.931 595 3.970 85.901 510 3.402 89.303 436 2.904 92.207 331 2.206 94.412 10 257 1.714 96.127 11 206 1.376 97.502 12 192 1.280 98.782 13 090 599 99.381 14 078 520 99.901 15 015 099 100.000 Extraction Method: Principal Component Analysis 103 Rotated Component Matrix a Component O5 929 O3 917 O6 911 S1 844 S4 835 S2 819 S5 785 L2 938 L3 934 L4 770 T3 867 T2 852 T1 841 O1 956 O2 930 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations 104 APPENDIX 6: REGRESSION RESULTS ABOUT KNOWLEDGE MANAGEMENT AND COMPETITIVENESS Correlations C Pearson Correlation Sig (1-tailed) C O536 O12 135 123 924 096 O536 184 1.000 000 000 000 000 S 135 000 1.000 000 000 000 L 123 000 000 1.000 000 000 T 924 000 000 000 1.000 000 O12 096 000 000 000 000 1.000 010 045 060 000 113 O536 010 500 500 500 500 S 045 500 500 500 500 L 060 500 500 500 500 T 000 500 500 500 500 O12 113 500 500 500 500 C 160 160 160 160 160 160 O536 160 160 160 160 160 160 S 160 160 160 160 160 160 L 160 160 160 160 160 160 T 160 160 160 160 160 160 O12 160 160 160 160 160 160 Variables Variables Entered Removed O12, T, L, S, O536 T 184 Variables Entered/Removed Model L 1.000 C N S b a Method Enter a Dependent Variable: C b All requested variables entered cv b Model Summary Change Statistics Model R 964 R Adjusted Std Error of R Square Square R Square the Estimate Change a 930 928 26897713 930 F Change df1 408.738 df2 Sig F Durbin- Change Watson 154 000 2.014 a Predictors: (Constant), O12, T, L, S, O536 b Dependent Variable: C a ANOVA Model Sum of Squares Regression Residual Total df Mean Square 147.858 29.572 11.142 154 072 159.000 159 F 408.738 Sig .000 b a Dependent Variable: C b Predictors: (Constant), O12, T, L, S, O536 106 Coefficients Model Unstandardized Standardized Coefficients Coefficients B (Constant) Std Error 4.390E-16 021 O536 184 021 S 135 L t Sig a 95,0% Confidence Correlations Collinearity Statistics Interval for B Beta Lower Upper Zero- Bound Bound order Partial Part Tolerance VIF 000 1.000 -.042 042 184 8.624 000 142 226 184 571 184 1.000 1.000 021 135 6.308 000 092 177 135 453 135 1.000 1.000 123 021 123 5.772 000 081 165 123 422 123 1.000 1.000 T 924 021 924 43.311 000 882 966 924 961 924 1.000 1.000 O12 096 021 096 4.514 000 054 138 096 342 096 1.000 1.000 4.390E-16 021 000 1.000 -.042 042 (Constant) a Dependent Variable: C Collinearity Diagnostics a Variance Proportions Model Dimension Eigenvalue Condition Index (Constant) O536 S L T O12 1 1.000 1.000 38 06 49 04 02 00 1.000 1.000 04 54 06 36 00 00 1.000 1.000 19 11 24 18 28 00 1.000 1.000 00 00 00 00 00 1.00 1.000 1.000 37 02 16 03 41 00 1.000 1.000 01 27 05 38 29 00 a Dependent Variable: C 107 108 ... efficiency of knowledge management to enhance the competitiveness of the company Research object The object of research is knowledge management to enhance competitiveness for VNPTSoftware Scopes of research... OF COMPETITIVENESS WITH KNOWLEDGE MANAGEMENT IN VNPTSOFTWARE 45 2.1 Introduction of VNPTSoftware 45 2.1.1 Introduction of VNPT Group 45 2.1.2 Introduction of VNPT Software. .. Software Company 48 2.2 About to knowledge management and competitiveness in VNPTSoftware 52 2.2.1 Situation of knowledge management in VNPTSoftware 52 2.2.2 Situation of competitiveness