This book is aimed at those who are involved in Knowledge Management (KM) or have recently been appointed to deliver KM in services, operational or production environments. The models and techniques for KM are well defined within environments with a distinct start and finish to the activity, for example the learn before, during and after model. Knowledge Management for Services, Operations and Manufacturing focuses on environments where activity and learning are on going, and a different approach to KM has to be taken. The book provides managers and practitioners with the necessary principles, approaches and tools to be able to design their approach from scratch or to be able to compare their existing practices against world class examples. Models and methodologies which can be applied or replicated in a wide variety of industries are examined and numerous case studies illustrate the journey that various companies are taking as they implement KM.
Written by a highly knowledgeable and well-respected practitioner in the field
Draws on the authors wide-ranging practical experience of implementing KM in various industries around the globe
Provides practical and realistic solutions to real-world problems via case studies from leading companies including BP, BBC, Orange, Chase Manhattan Bank and General Motors
Executives who are contemplating introducing KM into a service, operational or production environment; Managers who are tasked with managing a KM program in those industries; Practitioners who are tasked with delivering KM in those industries; Academics who seek to understand current KM practice in those industries
Table of Contents
Principles; Knowledge management models for services, operations and manufacturing; Performance benchmarking and knowledge management; Processes for learning from performance; Processes for learning from others; Communities of practice; The corporate knowledge base; Technology; Roles; Assurance and monitoring; The linkage with other management disciplines; Case histories; Summary and conclusions.
Tom Young is Chairman of Knoco Ltd. Prior to that Tom was founding member and Principal Coach of BPs Knowledge Management Team and Virtual Teamworking project. His understanding of cultures and industries and how to successfully interact with them, allows him to be equally at home in the Asia Pacific as in Wall Street.