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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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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