Knowledge Management for Services, Operations and ManufacturingThis 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.
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Contents
Principles | 1 |
Knowledge management models for services operations | 9 |
Communities of practice | 11 |
Copyright | |
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achieved activity allows approved Best Practices areas Baker & McKenzie best practices viewed business driven action Call Centre capture CfBT Education Trust challenge Chigley coaching Communities of purpose community of practice corporate knowledge base cost customer satisfaction cycle database developed discussion driven action learning eCLIPS ensure example experience explicit knowledge Figure focus global GPLs host team identify improve in-house knowledge KM team knowledge asset knowledge exchange knowledge management plan knowledge needs knowledge sharing knowledge visit lean manufacturing lessons learned level of in-house linked measure meeting Motors Motors Corporation number of Best operation or production operational and manufacturing operational unit organisation peer assist performance management portal Product Best Practice production unit PSLs Quality circles question recording risk role session six sigma SMRE staff structure Subject Matter Responsible tacit knowledge target setting topic wikis