Sense Making Impact on Domain-Specific Knowledge Transfer at Marriott

This report presents a research study on the impact of sense making on domain-specific knowledge transfer at Marriott Hotel, London. The study investigates how sense making influences the knowledge transfer process, examining the experiences of previous changes, and how recipients make sense of knowledge during the change period. The research employs interviews and questionnaires with managers and employees, supplemented by secondary data. The findings highlight the importance of effective communication, skilled management, and understanding employee needs for successful knowledge transfer, ultimately contributing to improved performance and organizational growth. The report includes a literature review, detailed research methodology, data analysis, and recommendations to address issues identified during the knowledge transfer process. The research aims to provide practical recommendations for enhancing knowledge transfer within the organization.

IMPACT OF SENSE MAKING
UPON DOMAIN-SPECIFIC
KNOWLEDGE TRANSFER

ABSTRACT
Organizations aims at attracting more and more customers or on raising their customer
base. In this process, it is important that employees should understand the set of roles that are
assigned to them and put on their full efforts. For this process, it is important that management
make use of knowledge transfer process so that they can develop their skills and capabilities. The
main aim of this research is to understand the impact of sense making upon domain specific
knowledge transfer at Marriott hotel, London. In order to come up with appropriate outcome,
interview and questionnaire gathered from managers and employees.
On the other hand secondary data is gathered with the help of books, journals, articles,
online website, etc. Different people have diverse set of perception about knowledge transfer.
Some were in favour and some think that it consumes lot of time. However, majority of the
respondents think that it enables to raise the performance and efficiency to complete the task
with high quality. It is important for the managers to make proper analysis or measure the
performance of workers so that they can identified the areas in which they lack. This way, it
enables to develop step through which the areas in which employees lack can be develop in
effective manner.
From the findings, it is identified that the rate of performance and growth of the firm is
highly developed with the help of knowledge transfer process. It is important to make sure that
there is proper consideration made to have proper communication with employees so that areas
of the issues faced can be identified. In this process, management of organization need to have
skilled and knowledgeable managers so that they can contribute effectively in the process of
knowledge transfer.

Contents
ABSTRACT....................................................................................................................................2
Contents...........................................................................................................................................3
CHAPTER 1: INTRODUCTION....................................................................................................1
1.1 Background of study..............................................................................................................1
1.2 Research aim..........................................................................................................................3
1.3 Research objectives...............................................................................................................3
1.4 Research questions.................................................................................................................4
1.5 Hypothesis.............................................................................................................................4
1.6 Rationale for research............................................................................................................4
1.7 Focus and purpose.................................................................................................................4
1.8 Problem statement.................................................................................................................5
1.9 Framework and analysis........................................................................................................5
1.10 Dissertation structure...........................................................................................................7
CHAPTER 2: LITERATURE REVIEW.........................................................................................9
2.1 Introduction............................................................................................................................9
2.2 Concept of sense making and knowledge sharing.................................................................9
2.3 Stages of knowledge sharing...............................................................................................12
2.4 Different level to which recipient make use of sense-making relying on previous changes
at different steps of the process of knowledge transfer.............................................................14
2.5 Experiences of the previous change influence the recipient at each stage of the KT process
in sense making..........................................................................................................................17
2.6 Recipient, in the process of KT, Make sense of it during the change period......................18
2.7 Important communication and cultural process that affects KT..........................................20
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................23
3.1 Introduction..........................................................................................................................23
3.2 Research philosophy............................................................................................................23
3.3 Research design...................................................................................................................24
3.4 Research approach...............................................................................................................25
3.5 Research strategy.................................................................................................................26

3.6 Data collection method........................................................................................................26
3.7 Data analysis........................................................................................................................27
3.8 Sampling..............................................................................................................................28
3.9 Ethical consideration...........................................................................................................29
3.10 Validity and reliability.......................................................................................................30
3.11 Research limitation............................................................................................................30
CHAPTER 4: DATA ANALYSIS................................................................................................33
4.1 Introduction..........................................................................................................................33
4.2 Analysis of interview...........................................................................................................33
4.3 Discussion............................................................................................................................39
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS...................................................50
5.1 Conclusion...........................................................................................................................50
5.2 Recommendations................................................................................................................53
REFERENCES..............................................................................................................................55
APPENDIX 1.................................................................................................................................58
Interview questions for Mangers of Marriott Hotel, London....................................................58
Questionnaire for employees of Marriott Hotel, London..........................................................58

CHAPTER 1: INTRODUCTION
1.1 Background of study
The ultimate aim of any firm is to gain maximum profit. This is only possible when employees
are able to perform their set of roles in an effective manner. There are conditions in which
employees fail to put on their full efforts (De Jong, Joss and Weijnen, 2015). One of the main
reason behind this is lack of understanding of roles and responsibilities or knowledge about the
tasks that have to be performed. It is essential for the management to understand the areas in
which employees face issues and take appropriate steps with the help of which their performance
could be raised and employees get to develop their knowledge oor the roles that have to be
performed by them.
As per the general aspect, it can be determined that the research is conducted on
knowledge transfer. As per the researches that are conducted by companies, it is identified that in
terms of competitive strategies, when there is transfer made for knowledge, then it enables to
attain competitive advantages (Linderman, Pesut and Disch, 2015). There are companies that
deliver their customers with similar set of products and services that are provided to customers,
they all develop strategies through which they attract more and more customers. Transfer of
learning can be determined to be a process in which knowledge is considered to be the product.
At the early years of KT, there were different types of changes that have taken place in
which employees get to develop their understanding. With time, there arethhanges that have
taken place with respect to teaching patterns. People tend to develop their understanding by
practical experience that is provided in the organization (Wardrip and Herman, 2017). Among all
these, any type of teaching can only be provided when one gets to know the area in which
improvement needs to be made. For this process, it is important to make proper monitoring of
employees’ performance so that they get to know the area in which improvement that has
toemployees hesis that can be framed through this research is as follows:
There is a significant impact of sense making in the domain of knowledge transfer at Marriott
hotel.
When transfer of knowledge is done based on areas in which improvement has to be made, then
it helps to raise the performance level in an effective manner. With time researchers have
identified that resource based view for knowledge transfer is not effective than any other sources
(Leonard, Swap and Barton, 2015). In this context, they have made proper evaluation of
1

knowledge transfer which is one of the main tasks for future. Further, there are conditions in
which knowledge transfer is termed to be less effective when the individuals who are the senior
managers are not able to perform their roles with full efficiency. The current research has
focused on determining the challenges that are faced in the area of knowledge. Further, it
determines the impact on relationship between employees and individual's expectations of
Marriott hotel London.
One of the basic thing that employees within the firm should know is about the type of
roles that they have to play. In other words, employees should know about the type of products
and services that are delivered. All the doubts that customers have should be clarified (Barton
and Barton, 2017). For this purpose, effective training should be delivered so that issues can
faced by employees can be developed. In order to transfer knowledge, there are the certain set of
steps which are involved and these are helpful to make sure that others are able to develop their
understanding.
In order to conduct the research in an effective manner, Marriott hotel London is taken into
consideration which is well known organization. Cited organization aims at delivering high-
quality services to their customers. There are different type of strategies that are conducted by
the managers of cited firm in order to make sure that they transfer knowledge. This way
employees will be able to enhance their performance level.
There are different ways that are implemented or the strategies that are used by the business in
order to develop the understanding of employees at Marriott hotel. For this purpose, there are
two different type of ways that are generally used to transfer knowledge by showing practically
or through theoretical information. There are different type researches that are conducted in these
areas (Colquhoun, Levac and Moher, 2014). It is identified that different people have the diverse
set of understanding to develop their learning. Some people will prefer to develop their
understanding with the help of theoretical information that is provided to them. On the other
hand, there are others who prefer to understand with the practical examples that are provided to
them. It is essential for business to have skilled employees who can understand the type of roles
they have to be play with their full efficiency.
Further, the focus is made on the sense making. There is certain perception which is
developed by individuals for several issues or problem that are faced o(Thiel, Connelly and
Mumford, 2013). When persons face a situation, then they are actually developing their
2

understanding. When similar set of issues or problems are faced, then it becomes helpful enough
to solve them. Further, the rate of total time which is taw. The present research is focused on
making analysis to know whether sense making is effective in the process of in order
toransfersharing.
When employees need to be provided with proper training, then it is required to select a
senior who have the proper understanding about that particular area. This is an effective strategy
that is used with the help of which employees within the firm will be able to develop their
understanding and raise their learning. In addition to this, there are two different type of views
that are identified by researchers. It includes the knowledge based view of the firm and resource
based view of the organization (Pedrycz, 2014). When compared with these two views, majority
of consideration are made by the firm with respect to resource based planning. All the employees
who are hired need to have proper information about the resources so that they can perform their
roles in an effective manner.
Further, making sense can rely on the type of information and the knowledge that is to be
transferred. When there is the lack of information, then it becomes difficult for the individuals to
understand the changes that have to be made. When similar condition is faced, then it becomes
difficult for the people to develop their understanding. Detained learning can be made and the
main cause can be identified due to which serious problem has occurred. Only when the other
person has vast information, only then they are skilled enough to support others in developing
their learning.
1.2 Research aim
The main aim of this research is to understand the impact of sense making upon domain specific
knowledge transfer at Marriott hotel, London.
1.3 Research objectives
- To explore whether sense-making used during each stage is significant for the outcome of
the knowledge sharing.
- To explore the level to which recipient make use of sense-making relying on previous
changes at different steps of the process of knowledge transfer.
3

- To make practical recommendations to address any issues identified during KT process.
1.4 Research questions
- How do the experiences of the previous change influence the recipient at each stage of
the KT process in sense making at Marriott hotel?
- How does the recipient, in the process of KT, Make sense of it during the change period?
- During the change period, what important communication and cultural process do affects
KT?
1.5 Hypothesis
 There is a significant impact of sense making in the domain of knowledge transfer at
Marriott hotel London.
1.6 Rationale for research
As per the research that is conducted, it is identified that at organizational level knowledge
transfer is predominantly studied. With this respect, to gain the lower level of analysis, it requires
to gain specific context and it is also difficult to understand how transfer of knowledge is helpful
at an individual level. As per the type of perception that is developed by people, they tend to
provide others with knowledge. Some of the perceptions that are developed enable them to make
sure that other are able to develop their understanding. Within the organization, changes are
made when the employees are able to determine the issues or problems that are faced by them. It
requires having effective relationship with managers are employee so that they share their views
with each other. This is effective type of strategy that can be implemented through which transfer
of knowledge can be done.
1.7 Focus and purpose
This research is highly beneficial for the Marriott hotel to determine the issues that are
faced by employees. Further, knowledge transfer in business enables to provide employees with
adequate understanding of the type of roles and responsibilities that have to be played by them.
Further, there can be changes that can be made within the business in relation to the products and
services. Changes within the business are only possible when all the employees have proper
understanding of the roles that have to be played by them and the services or the products that
4

are delivered by the business. One of the main consideration that has to be made for selection of
people who will be involved in providing and supporting employees so that they can develop
their learning and understanding with the help of knowledge transfer. Further, the consideration
needs to be made in which the business will get to identify the strategies that are preferred by
employees with the help of which transfer of knowledge is possible.
1.8 Problem statement
In order to provide proper information and so that they are able to develop their understanding,
it is essential that seniors are provide them with proper time so that employees are able to clarify
all their doubts on the topic for which they want to develop their understanding. Further, another
issue is that even after providing employees with proper training, management is not betting
expected result. One of the main reason for this cause is the lack of proper monitoring. It is
important that proper monitoring should be done so that they will be able to identify areas in
which development is required. Then employees should be provided with training and this way
they will get expected result.
Further, employees will be able to develop their skills and in supporting the business to
grow. When talking about the knowledge transfer, it is essential that all the employees within the
business have interest in gaining knowledge. When they lack the rate of interest for work, then it
causes serious issues and they will not be able to enhance their skills or develop their
understanding. In addition to this, employees are required to have the proper analysis of the areas
in which they need to develop their skills or knowledge.
1.9 Framework and analysis
It is a type of part in which various strtegies, approaches or techniques that are applied in the
dissertation is determined. It enables to conduct the research in an effective manner. With this
respect, below given are the methodologies that will beare lied in the current dissertation:
Research design: It is determined to be the overall strategy that is chosen for integration
of different components for the study in logical way . These are of four different types which are
analytical, correlation, exploratory, descriptive, etc. When compared with all type of research
design, it can be stated that researcher will make use of descriptive research design. It is a type of
5

research that helps to focus on the facts that are collected for the research topic. Moreover, this
design is selected as it also enables to list out the questions that will be asked of the respondents.
Research philosophy: This can be determined to be the way with the help of which
relevant information is gathered. Further, research philosophy is divided into two different types
which are positivism and interpretivism. These are generally focused on the objectives that are
being developed as per the research topic. Among these two types, researcher have made use of
positivism philosophy as it enables to deliver flexible research framework. In addition to this, it
helps to believe in the reality which is identified by the researcher.
Research approach: There are two ways through which the research can be conducted and
these are from general to specific and specific to general. Both of these strategies are helpful to
make other understand regarding the topic in effective way. This is a helpful aspect that present
the research made in an effective manner. Research approaches are of two different types which
are inductive and deductive. Among these two, a researcher has made use of the inductive
approach. This type of approach enables to conduct the research from general to specific.
Sampling: This can be determined to be the selection of units from the population of
interest. As per the research objectives that are developed, the sample size needs to be selected
by those who will be able to provide relevant information. It is difficult to make the evaluation of
large sample that is being selected. In accordance with the current study, researcher will make
use of probabilistic sampling. This method is selected as it enables to select randomly from large
population. More specifically, the research is gathered from 5 managers and 20 employees of
Marriott hotel London. These are selected as samples as they are helpful enough to provide
adequate information with regard to the research topic.
Data collection: There are two different ways through which information can be gathered.
In this context, it includes primary and secondary data. Both these are highly beneficial for the
research as they enable to conducted the research in effective manner. As per the research,
investigator has made use of primary and secondary information. More specifically, primary data
has been gathered with the help of questionnaire and interviews. This is collected from 5
different managers and 20 employees of Marriott hotel. The interview is gathered from 5
managers and questionnaire from 20 employees. On the other hand, secondary information have
been collected with the help of books, journals, online sources, etc.
6

Data analysis: This is an important part that enables to make the proper analysis of the
data in a presentable manner. There are two different types of methods that are used for this
purpose. SPSS and thematic. Compared with these two, researcher has make use of thematic. It
tool enables presenting information with the help of tables, graphs, pie charts, etc. This way, it
becomes helpful for other to understand the collected information.
1.10 Dissertation structure
In order to conduct the research in an effective manner, there are five different chapters that are
included. These are helpful enough to present the information in an effective manner. Below
given structure is followed in the dissertation:
Chapter 1: Introduction- It is a chapter that contains background information about the
research topic and so it will enables the viewers to understand that. Further, it provides the aim
and objectives that enable to carry out the whole research. Further, it provides the information
with respect to the structure that will be followed and the methodologies that will be adopted in
the dissertation. In other words, the brief description is provided for the overall dissertation.
Chapter 2: The Literature review- There are different types of researches that are
conducted by other researchers. This chapter enables to determine all those researchers that are
previously conducted. This is helpful enough to understand the topic more clearly and in
developing in depth understanding. Further, this chapter is conducted through critical evaluation
which is made on the viewpoints that are given by other researchers. In addition to this, it also
helps in raising the knowledge and understanding of the aim and objectives that are being set.
Chapter 3: Research Methodology- Many different types of techniques, methods or
approaches that are included in the part of research methodology. This chapter contains different
aspects of research approach, design, data collection, data analysis, etc. All these are helpful
enough to understand the ways through which the information is gathered, analysed and properly
evaluated. Further, it contains data analysis part which make evaluation of the information
collected with the help of primary information and these are presented in form of graphs, tables,
etc.
Chapter 4: Data analysis - This is a chapter in which all the information that is gathered
with the help of interview and questionnaire are properly analysed and evaluated. As per the
dissertation, the researcher has made use of thematic and it is helpful enough to make sure that
7

proper evaluation is done in an effective manner and the gathered information is presented in the
form of tables, charts, graphs, etc. This makes to readers to understand the data effectively and
efficiently.
Chapter 5: Conclusion and Recommendation: In this chapter, conclusion and
recommendation will be given. This will enable to determine the overall findings that are
identified from the present dissertation. The data collected and analysed is also evaluated and a
conclusion is given. In addition to this, a recommendation is given in accordance with the
outcomes that are identified. This includes steps that should be considered by the firms through
which they can develop the transfer of knowledge in an effective manner.
8