The New Edge in Knowledge: How Knowledge Management Is Changing the Way We Do Business

Foreword xi

Preface xiii

Acknowledgments xix

Chapter 1 Positioning Knowledge Management for the Future 1

What is Knowledge Management? 2

KM in a New Context 3

Primary Directives 10

Showcasing KM Leaders 12

Closing Comments 16

Chapter 2 A Call to Action 19

Determine the Value Proposition 20

Identify Critical Knowledge 23

Locate Your Critical Knowledge 24

How Knowledge Should Flow 29

Getting Buy-In 32

Closing Comments 32

Chapter 3 Knowledge Management Strategy and Business Case 35

A Framework for KM Strategy Development 36

The Business Case for KM 41

Closing Comments 43

Chapter 4 Selecting and Designing Knowledge Management Approaches 45

A Portfolio of Approaches 45

Selecting KM Approaches 48

Designing a KM Approach 52

What Can Go Wrong 53

Portfolio Example: Retaining Critical Knowledge 54

Closing Comments 59

Chapter 5 Proven Knowledge Management Approaches 61

Communities of Practice 61

Lessons Learned 68

Transfer of Best Practices 74

Closing Comments 78

Chapter 6 Emerging Knowledge Management Approaches 81

The Promise of Social Computing 82

Revealing New Facets of Information 84

The New Generation of Self-Service: The Digital Hub 85

The Digital Hub at Work 86

Challenges and Change Management 96

Our Recommendations 101

Case Examples 102

Closing Comments 107

Chapter 7 Working Social Networking 109

Guidelines for Enterprise Social Networking 110

Closing Comments 115

Chapter 8 Governance, Roles, and Funding 117

Governance Group 117

KM Core Group 119

KM Design Teams 123

Investing in KM 124

Balancing Corporate and Business-Unit Funding 125

Closing Comments 126

Chapter 9 Building a Knowledge-Sharing Culture 129

Lead by Example 130

Brand Aggressively 134

Make KM Fun 139

Closing Comments 142

Chapter 10 Measuring the Impact of Knowledge Management 143

A Portfolio of Measures 144

Measuring across the Levels of Maturity 147

The Power of Analytics 151

A KM Measurement System 152

Closing Comments 154

Chapter 11 Make Best Practices Your Practices 157

Above and In the Flow 157

Other Principles 158

So What Do You Do Monday Morning? 160

Appendix Case Studies 163

ConocoPhillips 163

Fluor 179

IBM 197

MITRE 210

References 227

About the Authors 229

About APQC 230

Index 233