Developing a High-performance Workforce

1. A historical perspective on knowledge management *Examining the origins of knowledge management *Total quality management *The learning organisation *The adaptive enterprise *The people-centred organisation *The concept of intellectual capital *Knowledge as a flow *The personal perspective on knowledge *Linking tacit and explicit knowledge *Giving knowledge management a new script *Summary 2. Presenting knowledge management in terms of the issues facing business today *The Internet imperative: get connected *Winning business *Giving customers what they want *Keeping your employees *Profitability of the business *Staying ahead of the competition *Summary 3. The Need for Knowledge: A View across the Organisation *Preaching to the converted? *Where knowledge should deliver benefit *Good News, Bad News? *Summary 4. Putting knowledge to the test: satisfying front line requirements *Understanding what sales need to know *Helping sales get to know their customers *Helping sales to win *A starting point for knowledge management *Driving knowledge to maximise value extraction *Getting a return from knowledge expolitation *Summary 5. Putting People in the Picture: The Importance of Knowledge Communities *Creating a Knowledge-Sharing Culture *The Knowledge Environment: Nature versus Nurture? *The Key Components of Community *Managing Communities: Not too Little, Not too Much *The Management of Content Value *The Value of Content Management *Making the Organisation Learn *Managing the Knowledge Community *The Relevance of Taxonomy *Summary 6. The Virtual Workplace: Structuring a Knowledge Portal *Integrating People, Systems and Knowledge *Information: Feast or Famine? *Personalised Portals, Impersonal Intranets? *My Portal is My Environment *Summary 7. Sustaining Knowledge Management: Building for the Long Haul *Getting the Message Across *Proactive Knowledge Management: Driving Knowledge Exploitation from the Centre *The Knowledge Management Team *Creating and Sustaining the Business Case *Aligning Knowledge Management Services with business demands *Picking up the Bill for Knowledge Management *Summary 8. Linking Knowledge Management to the Rest of the Business *The Big Picture: Talking the Same Language *Strategy and Planning: Managing Change *The Relevance to Marketing and Communication *Human Resources *Training, Development and Quality Functions *Research, Development and Innovation *Sales and Customer Service *Information Technology *Summary 9. Knowledge Management Technology: Choosing the Future *The Technology Debate: Chicken or Egg? *What has been Learnt? *What Characterises Successful Knowledge Management Technologies? *Emerging Technologies *The Emergence of the Enterprise Knowledge System *Summary Postscript: Knowledge in the Virtual Enterprise Appendices *The Cranfield 2000 Knowledge Exploitation Survey *The Cranfield 1998 Knowledge Management Survey *Questionnaire for Knowledge Exploitation Survey 2000 *Questionnaire for Knowledge Management Survey 1998 References