Knowledge Management Tools and Techniques
By: Madanmohan Rao
Paperback | 23 September 2004 | Edition Number 1
At a Glance
458 Pages
22.86 x 15.24 x 2.36
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This practical book focuses on the vast offerings of KM solutions-technology, content, and services. The focus is not on technology details, but on how KM and IT practitioners actually use KM tools and techniques. Over twenty case studies describe the real story of choosing and implementing various KM tools and techniques, and experts analyse the trends in the evolution of these technologies and tools, along with opportunities and challenges facing companies harnessing them. Lessons from successes and failures are drawn, along with roadmaps for companies beginning or expanding their KM practice.
The introductory chapter presents a taxonomy of KM tools, identifies IT implications of KM practices, highlights lessons learned, and provides tips and recommendations for companies using these tools. Relevant literature on KM practices and key findings of market research groups and industry consortia such as IDC, Gartner and APQC, are presented.
The majority of the book is devoted to case studies, featuring clients and vendors along the entire spectrum of solutions: hardware (e.g. handheld/wearable devices), software (e.g. analytics, collaboration, document management) and content (e.g. newsfeeds, market research).
Each chapter is structured along the "8Cs" framework developed by the author: connectivity, content, community, commerce, community, capacity, culture, cooperation and capital. In other words, each chapter addresses how appropriate KM tools and technologies help a company on specific fronts such as fostering adequate employee access to knowledge bodies, user-friendly work-oriented content, communities of practice, a culture of knowledge, learning capacity, a spirit of cooperation, commercial and other incentives, and carefully measured capital investments and returns. Vendor history, product/service offerings, implementation details, client testimonials, ROI reports, and future trends are highlighted.
Experts in the field then provide third-party analysis on trends in KM tools and technique areas, and recommendations for KM practitioners.
* The only book in which practitioners evaluate various KM solutions
* Case studies describe how real companies use KM tools and technologies
* Provides clear lessons from real successes and failures
Industry Reviews
Preface | p. x |
Overview: The Social Life of KM Tools | p. 1 |
Knowledge Management at Accenture | p. 77 |
Building a Knowledge-sharing Network: Plan, Design, Execute...Reap? | p. 82 |
Power to the People: Supporting Collaborative Behaviors for KM with Online Conferencing Technology | p. 95 |
A Work in Progress: The Phoenix K-Ecosystem at Cable & Wireless | p. 109 |
Schemes and Tools for Social Capital Measurement as a Proxy for Intellectual Capital Measures | p. 123 |
Knowledge Management in Practice: Making Technology Work at DaimlerChrysler | p. 137 |
Ready for Take-off: Knowledge Management Infrastructure at easyJet | p. 147 |
Building and Sustaining Communities of Practice at Ericsson Research Canada | p. 155 |
Success at Ernst & Young's Center for Business Knowledge: Online Collaboration Tools, Knowledge Managers, and a Cooperative Culture | p. 166 |
Knowledge Management Processes and Tools at Ford Motor Company | p. 175 |
The Knowledge Assessment Program for Visualizing the Knowledge Dynamics of Organizations | p. 185 |
Hewlett-Packard: Making Sense of Knowledge Management | p. 197 |
Knowledge Networking on a National Scale: A New Zealand Case Study | p. 206 |
Technology Applications of Communities of Practice: The Nursing Leadership Academy on Palliative and End-of-life Care | p. 214 |
KPMG: Leveraging KM Tools for Practice Areas and Clients | p. 222 |
Inter-organizational KM: The Experiences of Australia's National Office of the Information Economy | p. 227 |
Knowledge Strategy in Small Organizations: The Office of Small Business, Australia | p. 235 |
A Day in the Life of a Rolls-Royce Knowledge Manager | p. 246 |
Creativity, the Knowledge Connector | p. 255 |
KM Tools in Human Resource Systems at the World Bank: Promoting Empowerment and Knowledge Sharing | p. 270 |
"A Fool with a Tool Is Still a Fool..." | p. 283 |
Collaboration Software: Evolution and Revolution | p. 293 |
Competitive Intelligence and Knowledge Management: Complementary Partners, Reinforcing Tools | p. 302 |
Evolution of Knowledge Portals | p. 311 |
From e-Learning to e-Knowledge | p. 320 |
Social Network Analysis in the KM Toolkit | p. 329 |
Self-organization: Taking a Personal Approach to KM | p. 347 |
Tools for Tapping Expertise in Large Organizations | p. 365 |
Integrated KM Solutions: The Experience of Entopia | p. 378 |
Effective Knowledge Management for Professional Services | p. 384 |
Leveraging Content in Enterprise Knowledge Processes | p. 393 |
Structured Knowledge: The Key to Optimal Contact Center Efficiency | p. 405 |
About the Contributors | p. 411 |
About the Editor | p. 417 |
Index | p. 419 |
Table of Contents provided by Ingram. All Rights Reserved. |
ISBN: 9780750678186
ISBN-10: 0750678186
Published: 23rd September 2004
Format: Paperback
Language: English
Number of Pages: 458
Audience: Professional and Scholarly
Publisher: Taylor & Francis Ltd
Country of Publication: GB
Edition Number: 1
Dimensions (cm): 22.86 x 15.24 x 2.36
Weight (kg): 0.61
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