Knowledge Management Tools and Techniques: Practitioners and Experts Evaluate KM Solutions

Madanmohan Rao9780750678186, 0-7506-7818-6

This practical book enables the reader to understand and evaluate the vast offerings of KM solutions in the three areas of technology, content, and services. The focus is not on technology details, but on how KM and IT practitioners actually use these tools and techniques. Over twenty case studies relate the real story of choosing and implementing various KM tools and techniques. Lessons from successes and failures are drawn, along with roadmaps for companies beginning or expanding their KM practice. Each chapter is structured along the “8Cs” framework developed by the editor: connectivity, content, commerce, community, capacity, culture, cooperation and capital.

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Table of contents :
Team DDU……Page 1
Contents……Page 6
Preface……Page 11
1 Overview: The Social Life of KM Tools……Page 16
Part I……Page 90
2 Knowledge Management at Accenture……Page 92
3 Building a Knowledge-sharing Network: Plan, Design, Execute . . . Reap?……Page 97
4 Power to the People: Supporting Collaborative Behaviors for KM with Online Conferencing Technology……Page 110
5 A Work in Progress: The Phoenix K-Ecosystem at Cable & Wireless……Page 124
6 Schemes and Tools for Social Capital Measurement as a Proxy for Intellectual Capital Measures……Page 138
7 Knowledge Management in Practice: Making Technology Work at DaimlerChrysler……Page 152
8 Ready for Take-off: Knowledge Management Infrastructure at easyJet……Page 162
9 Building and Sustaining Communities of Practice at Ericsson Research Canada……Page 170
10 Success at Ernst & Young’s Center for Business Knowledge: Online Collaboration Tools, Knowledge Managers, and a Cooperative Culture……Page 181
11 Knowledge Management Processes and Tools at Ford Motor Company……Page 190
12 The Knowledge Assessment Program for Visualizing the Knowledge Dynamics of Organizations……Page 200
13 Hewlett-Packard: Making Sense of Knowledge Management……Page 212
14 Knowledge Networking on a National Scale: A New Zealand Case Study……Page 221
15 Technology Applications of Communities of Practice: The Nursing Leadership Academy on Palliative and End of Life Care……Page 229
16 KPMG: Leveraging KM Tools for Practice Areas and Clients……Page 237
17 Inter-organizational KM: The Experiences of Australia’s National Office of the Information Economy……Page 242
18 Knowledge Strategy in Small Organizations: The Office of Small Business, Australia……Page 250
19 A Day in the Life of a Rolls-Royce Knowledge Manager……Page 261
20 Creativity, the Knowledge Connector……Page 270
21 KM Tools in Human Resource Systems at the World Bank: Promoting Empowerment and Knowledge Sharing……Page 285
Part II……Page 296
22 “A Fool with a Tool Is Still a Fool . . .”……Page 298
23 Collaboration Software: Evolution and Revolution……Page 308
24 Competitive Intelligence and Knowledge Management: Complementary Partners, Reinforcing Tools……Page 317
25 Evolution of Knowledge Portals……Page 326
26 From e-Learning to e-Knowledge……Page 335
27 Social Network Analysis in the KM Toolkit……Page 344
28 Self-organization: Taking a Personal Approach to KM……Page 362
Part III……Page 378
29 Tools for Tapping Expertise in Large Organizations……Page 380
30 Integrated KM Solutions: The Experience of Entopia……Page 393
31 Effective Knowledge Management for Professional Services……Page 399
32 Leveraging Content in Enterprise Knowledge Processes……Page 408
33 Structured Knowledge: The Key to Optimal Contact Center Efficiency……Page 420
About the Contributors……Page 426
About the Editor……Page 432
Index……Page 434