Digital Skill Transformation and Knowledge Management Challenge in a Global IT Service Firm: An Empirical Study

Abstract

This paper aims to discover key performance indicators (KPIs) influencing digital skill transformation in global IT service firms, reveal its unique features, and assert the effect of these KPIs on firms’ digital skill transformation and knowledge management initiatives. This research is mainly based on primary data. The researcher started data collection by conducting a Focused Group Discussion (FGD) with subject matter experts (SMEs), followed by in-depth personal interviews with the key organisational individuals. Then, a primary survey is carried out using a qualitative questionnaire across all the existing employees of the largest business unit of a global IT service firm. Findings suggest that Total IT Experience (EXP), Reading Time (RT), Effective Mentoring (EM), and Training Effectiveness (TE) primarily impact employees’ digital skill transformation. Besides, the technical capability and understanding of existing employees’ supervisors or managers directly correlate with the project environment, which in turn impact employees’ effectiveness during their digital skill transformation journey.