Research on Knowledge Management at FlightCenter Travel Group

A Research on Knowledge Management 1
A research on Knowledge management at FlightCenter Travel Group Research Findings and
Discussion
Student
Institutional Affiliations
State
Date

A Research on Knowledge Management 2
FINDINGS AND DISCUSSION
Research problem
As mentioned in the previous parts of the assignment, FlightCenter Travel Group FCTG
association is facing challenges regarding poor knowledge management of travel destination.
This has been shown by complaints from the organization customers and decrease in customer
retention rate. It was also stated that the organization should have a robust knowledge
management in order to restore the customer retention rate. And this is the reason why this
research was carried out to identify where the problem lies and make improvements based on the
identified areas of weakness.
Research questions
As it identify where the problems lies in the knowledge management at FCTG, this
research seek to provide solutions to the following questions.
1. What are the factors leading to poor knowledge management in FlightCenter
organization? This question is of fundamental relevance in solving the knowledge
management featuring in the organization. It is so because in order to find the relevant
solution to the problem at hand, we have to identify the problem as well as its cause.
2. What are the relevant solutions to the poor knowledge management issues in the
organization? After identifying the problems, it is important that relevant solutions are
also determined in order to help the organization offer satisfactory services and restore its
usual customer retention rate.

A Research on Knowledge Management 3
FINDINGS
Demographic frequency of participants
In order to measure the level of knowledge management in the FlightCenter brand,
questionnaires were distributed to employees. Employees were selected and provided their views
with the help of Google docs. The data was collected and analyzed through excel spreadsheet
data analytics tool. Of the distributed questionnaire, 103 employees responded to the
questionnaires which lead to 103 responses which are used in data analysis. The participants’
demographic frequency is shown in table 1 below.

A Research on Knowledge Management 4
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Table 1: Demographic frequency of participants
1. People and process
The data were analyses using excel data analytics tool and various findings on data
identified. Tables 2 shown below demonstrate a summary of the findings of the study. The table
clarify that majority (35 participants) strongly agree that they feel less important when they share
important knowledge with others. 30 participants also agree that they are too busy to share
knowledge with others. However, 48 respondents agree that they feel acknowledged for sharing
information.