Capability Management Process and Organizational Performance of Selected Telecommunication Firms in Delta State

Abstract

The study examined the effect of capability management processes on the organisational performance of selected telecommunication firms in Delta State, Nigeria. Specifically, it assessed the effects of innovation capability, strategic agility, process optimisation, and knowledge management on organisational performance. A descriptive survey design was adopted, using primary data collected through a structured questionnaire. The study population comprised 197 respondents based on data obtained from the Nigerian Communications Commission (NCC, 2023), while stratified sampling was employed for respondent selection. Data were analysed and the hypotheses tested using Spearman Rank Order Correlation Coefficient. Findings revealed that capability management processes significantly and positively affect organisational performance. Specifically, innovation capability, strategic agility, process optimisation, and knowledge management significantly contribute to improved organisational performance. The study concluded that effective capability management enhances customer retention, market share, operational effectiveness, and long-term sustainability. It recommended increased investment in innovation infrastructure and employee development, flexible organisational structures and responsive leadership, continuous process improvement, and robust knowledge management systems to enhance the performance of telecommunication firms in Delta State.