Knowledge Management Tools and Techniques

Knowledge Management Tools and Techniques Practitioners and Experts Evaluate KM Solutions This page intentionally left blank Knowledge Management Tools and Techniques Practitioners and Experts Evaluate KM Solutions Edited by Madanmohan Rao AMSTERDAM • BOSTON • HEIDELBERG • LONDON NEW YORK • OXFORD • PARIS • SAN DIEGO SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO Butterworth-Heinemann is an imprint of Elsevier Elsevier Butterworth–Heinemann 200 Wheeler Road, Burlington, MA 01803, USA Linacre House, Jordan Hill, Oxford OX2 8DP, UK Copyright © 2005, Elsevier Inc. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Permissions may be sought directly from Elsevier’s Science & Technology Rights Department in Oxford, UK: phone: (+44) 1865 843830, fax: (+44) 1865 853333, e-mail: [email protected]. You may also complete your request on-line via the Elsevier homepage (http://elsevier.com), by selecting “Customer Support” and then “Obtaining Permissions.” Recognizing the importance of preserving what has been written, Elsevier prints its books on acid-free paper whenever possible. 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 www.books.elsevier.com 050607080910 10987654321 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 viii Contents 21 KM Tools in Human Resource Systems at the World Bank: Promoting Empowerment and Knowledge Sharing ....270 Michele Egan Part II 22 “A Fool with a Tool Is Still a Fool . .”................................283 Ritendra Banerjee 23 Collaboration Software: Evolution and Revolution ..............293 Eric Woods 24 Competitive Intelligence and Knowledge Management: Complementary Partners, Reinforcing Tools ........................302 Arik R. Johnson 25 Evolution of Knowledge Portals ...........................................311 Heidi Collins 26 From e-Learning to e-Knowledge..........................................320 Jon Mason 27 Social Network Analysis in the KM Toolkit .........................329 Patti Anklam 28 Self-organization: Taking a Personal Approach to KM.........347 Steve Barth Contents ix Part III 29 Tools for Tapping Expertise in Large Organizations ............365 Lynn Qu and Stephen Pao 30 Integrated KM Solutions: The Experience of Entopia...........378 Peter Katz and Manfred Lugmayr 31 Effective Knowledge Management for Professional Services .................................................................................384 Dan Carmel 32 Leveraging Content in Enterprise Knowledge Processes........393 Ramana Rao 33 Structured Knowledge: The Key to Optimal Contact Center Efficiency...................................................................405 Kent F. Heyman About the Contributors ........................................................411 About the Editor...................................................................417 Index.....................................................................................419 Preface As I write the preface to this book, I am going through my notes from the recent World Summit on the Information Society held in Geneva in December 2003, an unprecedented United Nations summit focusing on the global impacts and governance of information and communication technologies (ICTs). A number of provocative and profound questions were raised at the conference, which will be carried over into its second phase in Tunis in 2005. How have ICTs affected productivity and learning? How have new media affected traditional media and international relations? How will ICTs affect the pros- perity of a country? Will emerging ICTs widen the existing gaps between nations and communities or provide opportunities all around? What is the future of intellectual property in the Digital Age? How will ICTs like the Internet be governed? How have ICTs changed the way knowledge is experienced, created, shared, valued, and distributed? The release of this book, the second in my knowledge management (KM) series of publications, seems timely in this context. With examples drawn from multiple sectors and countries around the world, this book shows how ICTs can profoundly strength- en knowledge management practices—provided, of course, that appropriate cultural and capacity foundations have also been built. With a background in information technology (IT), media, and business and work exposure in Asia, Europe, the United States, and Latin America, my interests over the years have coalesced into the fascinating and compelling intersection between ICT adoption/creation on the one hand and (1) national cultures, (2) organizational cultures, (3) sectoral cultures, and (4) professional/vocational cultures on the other hand. This has led me to launch two series of books, drawing on contributions from dozens of experts around the world. “The Asia-Pacific Internet Handbook” series explores the growth of the wired and wireless Internet and its impact on the technology sector, business environment, polit- ical climate, and cultural attitudes in the dynamic Asia-Pacific region. The series cur- rently includes Episode IV: Emerging Powerhouses, Episode V: News Media and New Media, and Episode VI: The Mobile Advantage. (The titles borrow on the “Star Wars” movie series practice of structuring a set of narratives.) Future episodes will focus on issues like e-government; each book is a compilation and blending of perspectives from regional experts. Shifting focus from a nation and region to an organization and sector as a unit of analysis, “The KM Chronicles”—of which this is the second book—consists of the- matic compilations of essays about KM practices in different organizations and indus- try sectors.

Load more