Knowledge Management and Web 3.0

Next Generation Business Models

Sandeep Kautish, Deepmala Singh, Zdzislaw Polkowski, Alka Mayura, Mary Jeyanthi, Sandeep Kautish, Deepmala Singh, Zdzislaw Polkowski, Alka Mayura, Mary Jeyanthi

• Publisher: De Gruyter
• Year: 2021
• ISBN:
  9783110722932
• Edition: 1
• Topic: Business
• Subtopic: Gestione dell'informazione
• Index: Business

Knowledge Management makes the management of information and resources within a commercial organization more effective. The contributions of this book investigate the applications of Knowledge Management in the upcoming era of Semantic Web, or Web 3.0, and the opportunities for reshaping and redesigning business strategies for more effective outcomes.

A Study on Currently Practiced Effective Training Methods from a Knowledge Worker’s Perspective in Outsourcing Services Sector

Tarakeshwar Gupta

Anuradha R. Tiwari

Abstract

This book chapter delves into the various training methods used in practice to address the various training objectives or training needs identified in the outsourcing services sector comprising BPO and KPO (business process outsourcing and knowledge process outsourcing). The employees who conduct or are associated to conducting these training programs are knowledge workers (KWs) such as trainers, learning, and development professionals, and managers. These KWs play a crucial role in their respective organizations in the outsourcing services sector and often help, train, equip, mentor, employees who lack skills required to execute a certain task. KWs in outsourcing services sector play the most crucial roles as they often have to implement policies and act as a critical communication point between the senior and junior managers. However, this group is often neglected when it comes to their own development. Middle managers often lack planning/project/financial management skills which are very critical to implementation of policy. Many a times, they have the knowhow of the job (the technical aspects of it) but are woefully short of people management skills, problem solving skills, interpersonal skills, and so on, which eventually are a large part of their KRAs (key responsibility area) now. Hence, it becomes imperative to equip them with pertinent skills. Middle management or managers are a part of KWs and hence training these knowledge workers with required skill becomes very important. Training methodology includes methods, materials, techniques, and resources used to implement the training or workshop and transfer new knowledge, skills, and attitudes to participants. The primary objective of this book chapter is to explore the latest trends in training methods in the outsourcing services sector from a KW’s perspective in India. The chapter will also explore the effectiveness of these training methods in terms of achieving their training goals/training objectives with respect to training needs. These training needs are identified through a questionnaire survey from a KW’s perspective. Some of the training objectives identified in outsourcing services sector are acquiring new knowledge or skill, change in attitude, problem-solving skills, enhancement of interpersonal skills, and retention of knowledge and to address these training needs the training methods are lecture method, programmed instruction method, case study method, sensitivity training method, role-playing method, business games method, movie films method, conference (discussion) method, and television lecture method. For this exploratory study, data was collected in the form of questionnaire from knowledge workers who are responsible for capability building or boosting intellectual capital in the outsourcing services sector. Questionnaires emailed to KWs and were 76; filled were 60, which is a return rate of 78.94%. Snowball technique has been used to collect samples. The findings illustrate extensively used effective training methods such as role-playing training method followed by programmed instruction method, and case study training method. Since Web 3.0 has come up as a technically advanced medium that allows users to read, write, and execute and furthermore it enables machines to perform which earlier was expected from humans only; hence, it has the potential to play a huge role in the future to be used a technology in training of knowledge workers. The chapter also focuses on usage of Web 3.0 in training of knowledge workers in the outsourcing services sector which can further enhance capability building or boosting intellectual capital.

Keywords: Training Methods, Effective Web 3.0, ITeS, Outsourcing, Knowledge Worker (KWs),

1 Introduction

Knowledge Workers (KWs) in the outsourcing services sector such as trainers, learning and development professionals, and managers play crucial roles. These KWs also help in upskilling employees who lack skills needed to perform a certain task. The KWs also have to frequently enforce policies and serve as the key point of contact between senior and junior managers. However, this group is often overlooked when it comes to their own development. Middle managers also lack skills in planning/project/financial management skills that are very important to policy implementation. They often have the knowledge of the job (the technical aspects of it) but are utterly devoid skills pertaining to managing people, problem-solving abilities, and interpersonal skills, and so on, which are now a large part of their KRAs (key responsibility areas). Therefore, equipping them appropriate skills is crucial. Middle management or managers are essentially a part of KWs.

Training is an important element in creating a high-work performance culture [1]. Training is used to enhance knowledge, skill, and attitude deficiencies. According to Mandakini [2], training methodology includes methods, materials, techniques, and resources used to implement the training or workshop and transfer new knowledge, skills, and attitudes to participants. Before selecting the training methodology, training objectives or training need identification (TNI) needs to be done to address the knowledge, skill, and attitu...