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

453 Pages·2004·6.396 MB·English

by  Madanmohan Rao

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
AMSTERDAM • BOSTON • HEIDELBERG • LONDON
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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 www.books.elsevier.com
05 06 07 08 09 10 10 9 8 7 6 5 4 3 2 1
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