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Conclusion and Recommendations
This is the final chapter of this research with an objective to conclude the thought i.e. IT competencies and capabilities development in an organisation aimed to support critical competitive advantage functions and activities, particularly the knowledge creation/ management and utilising such knowledge in decision making to improve overall performance of the organisation. It can be concluded as a general statement from the whole discussion that these competencies are critical in today’s competitive business environment however; the overall impact and performance would depend on the organisation’s ability to develop such competencies in accordance and alignment with the overall organisational goals and objectives. Conclusion

Capita financial services being part of the capita group is one of those organisations who successfully achieved such competencies and capabilities over the time and continue to grow them in the changing environment. It is also concluded that capita group being one the market leaders and prominent names in the business domains which it undertakes is also a leader in developing and implementing IT competencies and capabilities. It has developed best decision making tools well supported by the information system resources in terms of information and knowledge resources within and across organisation. IT has a pivotal role in an organisations information and knowledge management which provides the basis for organisational learning and knowledge creation. The scope and role of IT in knowledge management is complex issue. It involves the both aspects of technology i.e. hard and soft ware, hardware provides the storage or memory of the knowledge management system and software is even have wider scope and includes information systems, decision support systems, business intelligence, technologies for collaborating and distributing knowledge, knowledge discovery, knowledge generation. Capita’s financial services is a demanding job and required specialist IT knowledge and skills in ways that add value to solutions and customer outcomes. IT competencies promote the benefits of specialist IT services and provides expert advice and consultancy that is valued by customers and other stakeholders. A decision is the end product of a process which entails huge amount of information, analysis and evaluation of various alternatives available, by utilising the knowledge resources with the help of decision support tools to finalise the best course of action. It needs to be understood that technology is a facilitating tool in furtherance of the resources that an organisation may have in terms of valuable information/knowledge and visionary leadership capable to capitalise such resources in the best interests of the organisation. Hence, whatever, IT or otherwise competencies and capabilities an organisation may have it’s the ability of the management to mobilise them in best possible way. Capita strongly focuses on developing competencies not as technology driven approach but competency driven approach, customer being at the centre. Capita financial services being customer focused it ensure to set unique strategic approach to use such competencies as capabilities for sustainable advantage, quick response to the customer’s needs is one of the most competitive issues within financial services and the ability to engage customer at an early stage is a focal point of capita, followed by the product description and suitability options required multifaceted strategies with a flexible organizational structure. Capita considers IT as organisational resource, transforming resources into capabilities and capabilities into distinctive capabilities, bestowing them with attributes of strategic assets of rare value difficult to imitate and give organisation a sustainable competitive advantage. Distinctive competencies unique combination of knowledge and skills allowing organisations to...
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