A Guide for Measuring the Value of KM Investments

Implementation Process of a Knowledge Management Initiative: Yellow Pages

“…3. Outcome factors referring to the utilization as quality of support or frequency; acceptance of attitude and behavior; individual effects as time saving, problem solving or increase of employee and customer satisfaction; and organizational effects like improvement of decision-making processes, improvement of product developments and project realizations, reduction of mistakes or cost savings (Hanley & Malafsky, 2003;Tiwana, 2000). In focus of interest are also potential relationships between these effects, and what the single factors and processes contribute to the intended outcomes.…”

Exploring primary activities of the knowledge chain

“…Activities found in the informal/ publishing cell are ones in which the main emphasis of the activity is to archive, is unidirectional, and is ad hoc or opportunistic. These activities Bennet and Neilson (2003) Integrating new knowledge into decision processes by sharing and collaborating with players and stakeholders in decision processes Bose (2002) Participating in communities of practice Gaines (2003) Forming joint ventures with other organizations Participating in inter-organizational communities of practice Gill (2001) Storytelling to an external audience Gray (2001) Participating in communities of practice Hanley and Malafsky (2003) Storytelling to an external audience Holsapple and Singh (2001) Providing technical support Giving lectures/presentations Developing an advertisement Producing a market research report Publishing Manufacturing a product Liebowitz and Chen (2003) Sharing knowledge to support collaboration with other federal government departments, other levels of government, and our other partners Establishing processes and tools to enable capture and sharing knowledge in order to support collaboration Lin et al (2002) Using inter-organizational knowledge networks to share knowledge Nidumolu et al (2001) Participating in inter-organizational communities of practice O'Dell (2000) Participating in inter-organizational communities of practice Skyrme (2003) Offering knowledge-enriched products/services Creating the product/service packages Marketing the product/service Publishing Offering advisory services Smith and McKeen (2003a) Developing a knowledge product include ad hoc public service announcements, posting ideas on an external listserv, and ad hoc press releases.…”

“…Knowledge assimilation citation Knowledge assimilation activity Allard (2003) Practicing organizational learning Almashari et al (2002) Using knowledge repositories to store knowledge for later use Using less structured repositories such as discussion databases or lessons-learned systems to store insights and observations Using technology or human means to transfer knowledge Bennet and Neilson (2003) Acclimating new employees to 'the way we do things around here' Integrating new knowledge into decision processes by sharing and collaborating with players and stakeholders in decision processes Using system to increase the transfer of individual knowledge to the organization Informally sharing best-known practices across the enterprise Leveraging what people know-know-how and know what Facilitating and accelerating learning Learning from failed/successful efforts Bloodgood and Salisbury (2001) Transferring knowledge Publishing the behavioral characteristics of a newly designed product via the intranet Bose (2002) Transferring and diffusing best practices Training and educating Using the company intranet Participating in communities of practice Publishing a newsletter Gaines (2003) Training employees Participating in communities of practice Gittelman and Kogut (2003) Creating a repository of knowledge Gray (2001) Training in a formal manner Using knowledge repositories Participating in knowledge fairs Participating in communities of practice Participating in talk rooms Hanley and Malafsky (2003) Storytelling Holsapple and Singh (2001) Publishing a policy manual Broadcasting a new regulation via e-mail In house training Populating a data warehouse Posting an idea on an intranet Making experts' knowledge available by developing expert systems Observing behaviors of participants in an organization Jennex and Olfman (2003) Using an organizational memory system to archive knowledge Lai and Chu (2002) Modeling knowledge and representing it into the knowledge repository Using human interactive processes to make knowledge available Liebowitz (2002) Interacting face-to-face (e.g., water cooler activities, interpersonal communications) Participating in communities of practice Using electronic bulletin boards Liebowitz and Chen (2003) Establishing processes and tools to enable capture and sharing knowledge in order to support collaboration Markus (2001) Helping the intended users use knowledge or KM tools in appropriate ways Publishing a newsletter Populating a repository Convening an After Action review meeting Pushing knowledge via an electronic alert to those who need to know Automatically generating archives of virtual teams and communities of practice Nidumolu et al (2001) Participating in communities of practice O'Dell (2000) Communicating and marketing the expansion strategy Participating in communities of practice …”

Contract on Customer Knowledge Collaborative Acquisition for Manufacturer and Retailer with Double-Sided Moral Hazard

“…Their abilities and resources are complementary so as to sharing these resources can be available to acquire customer knowledge that can be converted into revenue streams for the collaborating organization [6] . Existence of a performance function assumes that the outcomes of the knowledge acquisition activities are measurable, so as the outcome from customer knowledge transforming can be measured [7] .…”