Knowledge Management for Services, Operations and Manufacturing
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.
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Knowledge management models for services operations
Processes for learning from others
Communities of practice
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activities allows areas benchmarking best practices viewed business driven action Call Centre Camberwick Green capture CfBT Education Trust challenge Chigley coaching codified Communities of purpose community facilitator community of practice corporate knowledge base customer satisfaction database developed discussion driven action learning eCLIPS ensure environment event example experience explicit knowledge Figure focus global GPLs host team identify improve initiatives issues KM team knowledge asset knowledge exchange knowledge management plan knowledge needs knowledge sharing knowledge visit lean manufacturing lessons learned linked measure meeting metrics monitoring 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 experts tacit knowledge Technical Memory topic wikis