Knowledge Management Tools and Techniques : Practitioners ...
[Pages:453]Knowledge Management Tools and Techniques
Practitioners and Experts Evaluate KM Solutions
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Knowledge Management Tools
and Techniques
Practitioners and Experts Evaluate KM Solutions
Edited by Madanmohan Rao
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Butterworth-Heinemann is an imprint of Elsevier
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Copyright ? 2005, Elsevier Inc. All rights reserved.
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Library of Congress Cataloging-in-Publication Data
Rao, Madanmohan. KM tools and techniques : practitioners and experts evaluate KM solutions /
Madanmohan Rao. p. cm.
Includes bibliographical references and index. ISBN 0-7506-7818-6 (alk. paper) 1. Knowledge management. 2. Organizational learning. 3. Knowledge management--Data processing. 4. Management information systems. 5. Information resources management. 6. Database management. I. Title Knowledge management tools and techniques. II. Title.
HD30.2.R356 2004 658.4?038--dc22
2004050698
British Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library.
ISBN: 0-7506-7818-6
For information on all Elsevier Butterworth?Heinemann publications visit our Web site at books.
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Printed in the United States of America
Contents
Preface ......................................................................................x
1
Overview: The Social Life of KM Tools ...................................1
Madanmohan Rao
Part I
2
Knowledge Management at Accenture....................................77
Svenja Falk
3
Building a Knowledge-sharing Network: Plan, Design, Execute . . . Reap? ...................................................................82
Farida Hasanali
4
Power to the People: Supporting Collaborative Behaviors for KM with Online Conferencing Technology.......................95
Beat Knechtli
5
A Work in Progress: The Phoenix K-Ecosystem at Cable & Wireless ............................................................................109
Tharun Kumar
v
vi Contents
6
Schemes and Tools for Social Capital Measurement as a Proxy for Intellectual Capital Measures .............................123
Laurence Lock Lee
7
Knowledge Management in Practice: Making Technology Work at DaimlerChrysler......................................................137
Gopika Kannan, Wilfried Aulbur, and Roland Haas
8
Ready for Take-off: Knowledge Management Infrastructure at easyJet ........................................................147
Ben Goodson
9
Building and Sustaining Communities of Practice at Ericsson Research Canada ....................................................155
Anders Hemre
10
Success at Ernst & Young's Center for Business Knowledge: Online Collaboration Tools, Knowledge Managers, and a Cooperative Culture ..................................166
James Dellow
11
Knowledge Management Processes and Tools at Ford Motor Company ...................................................................175
Stan Kwiecien
12
The Knowledge Assessment Program for Visualizing the Knowledge Dynamics of Organizations ................................185
Takahiko Nomura
Contents vii
13
Hewlett-Packard: Making Sense of Knowledge Management .........................................................................197
Bipin Junnarkar and Joan Levers
14
Knowledge Networking on a National Scale: A New Zealand Case Study ..................................................206
Paul Spence
15
Technology Applications of Communities of Practice: The Nursing Leadership Academy on Palliative and End of Life Care ...................................................................214
Cynda H. Rushton and Susan S. Hanley
16
KPMG: Leveraging KM Tools for Practice Areas and Clients..................................................................222
Hemant Manohar
17
Inter-organizational KM: The Experiences of Australia's National Office of the Information Economy .......................227
Luke Naismith
18
Knowledge Strategy in Small Organizations: The Office of Small Business, Australia ..................................................235
Christena Singh
19
A Day in the Life of a Rolls-Royce Knowledge Manager......246
Darius Baria
20
Creativity, the Knowledge Connector ...................................255
Nel M. Mostert and Hilbert J. Bruins Slot
................
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