When Intria-HP of Toronto - a joint outsourcing venture between Hewlett-Packard and Canadian Imperial Bank of Commerce - was formed, its executives had a daunting task ahead of them: transform an IT department that had been a cost centre into a revenue centre selling IT services to banks.
Forget about the theory behind knowledge management. A new handbook details how organisations are putting KM into practice.
To streamline customer service, Marconi employed a system to facilitate knowledge sharing among its tech support personnel. In the process, the roles of tech agents changed dramatically
With frantic researchers and frustrated analysts in mind, British Telecom created an online site that easily handles 7000 customer enquiries a day.
Wendi Bukowitz and Ruth Williams, authors of The Knowledge Management Fieldbook (Financial Times, 1999), answer questions about their area of expertise - knowledge management - and offer tips on implementing KM within geographically dispersed organisations.
Knowledge management is a solid concept that fell in with the wrong company.
The arrival of Australia's innovation patent this month should make it easier for business to protect intellectual property associated with e-commerce processes and, in some cases, secure an eight-year monopoly over best practice.
You need to redefine your notion of knowledge management for the digital age.
