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Knowledge Management 1

Knowledge Management Bank of Muscat
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Knowledge Management 2
Knowledge Management in Bank of Muscat
Introduction
Introduction to Organization
Bank of Muscat is one of the leading banks in the Oman Sultanate. This position has
pushed the bank to adopt different strategies and aspects of management and technology to
enable them to handle knowledge management efficiently. Knowledge management can be
referred to the process by which organizations are able to share, create and use knowledge for
value creation. In 2012 the bank of Muscat updated their vision to state, "we can do more." This
vision was developed in line with major management steps taken to ensure that the bank was
doing more regarding knowledge management and their overall outcome (Muscat Daily News,
2012).
Conceptual Discussion
This move incorporated strategies like the adaptation of a new customer service
management system that would help them attain their vision for offering sustainable services and
delivering great value through competence in the bank’s staff. The bank also adopted a change in
organizational structure by emphasizing more professionalism through improving the quality of
their staff as they invested in skill training programs. In 2014, following the objectives of the
new vision, the Bank of Muscat took a step to enhance their leadership and management skills
through a learning program initiated by Harvard Business Publishing (Havardbusiness.org,
2017). This course was created for leaders and managers to enhance knowledge management in
the different departments and aspects of the organization. The course covered the use of
technology for sharing knowledge as well as established behaviors in an organization.

Knowledge Management 3
Present Intellectual Capital
The intellectual capital of Bank of Muscat is commendable considering this is one of the
best banks in Oman. The bank's human resource ranges from staff with education levels of
Graduate and Post Graduate levels to Primary Level and all allocated to relevant posts that match
their skills and education. There are more males than females in the staff total which could be as
a result of the sultanate culture that requires men to be the providers for their families and the
future families. The bank is however rated higher in its attempts to employ more women with the
percentage of women on the staff being about 31 percent (Revenio, 2016). The management of
this bank follows the hierarchical model that includes board of directors, executive management,
departmental managers, and employees. The main focus of the report is on the Customer Service
Management in regards to knowledge sharing.
The bank of Muscat serves over 1.2 million people in Oman which requires them to have
effective customer services. The Bank adopts an information system to help in knowledge
sharing namely the Feedback Management System (FMS) (Bankmuscat.com, 2013). This
platform can be used by customers to air their complaints and concerns and can be used by the
bank’s management to offer solutions and get back to customers over the issues they raise. This
system, therefore, is part of the intellectual capital. The bank’s board of directors was also
involved in a learning program offered by the Institute of Management Development of
Switzerland in 2017. This workshop by the internationally recognized business school was meant
to offer knowledge on strategic growth as well as the bank’s long-term value creation. This
workshop highlighted the current sustainable and effective strategies applied by board
management in maintaining sustainable bank future. As a development program,...