The only true sustainable measure of value for a knowledge management (KM) solution is business impact – that is, how the solution helps to grow revenue, increase profit, ‘advance the mission’, satisfy customers, or improve business operations. A good KM solution or programme includes a plan for demonstrating business value – a practical measurement plan that recognizes the key solution stakeholders and tells the success story in a way that clearly demonstrates business impact. The goal of this article is to help identify and document these success stories using a practical approach based on real-world experience.
This chapter is a case study of how American Management Systems (AMS) established its current knowledge management program, and the lessons learned during the process. The chapter gives a background on the need for knowledge management at AMS, discusses the challenges of implementation and the AMS Knowledge Management framework, describes the AMS Knowledge Centers (communities of practice), and explains five key lessons learned. Finally, it outlines the results of the knowledge management program for AMS from both internal and external perspectives.
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