10.5.05
Knowledge Management Excellence: Trends in Internal Best Practices Sharing
Knowledge Management Excellence: Trends in Internal Best Practices Sharing: " Proactive best practices sharing
continues to be a popular way to optimize organizational resources in the face
of tight budget constraints. To Xerox, this connection was clear after
managers surveyed 200 customer service engineers and conducted in-depth
interviews with 45 of them, asking about co-workers, strengths, problem-
solving approaches, attitudes about teamwork, and information sharing
behaviors. Language analysis tools were used to detect patterns and insights.Knowledge Management of Internal Best Practices, a benchmarking report by
Best Practices, LLC, focuses on developing systems for effective knowledge
transfer and intellectual asset management. Available online -- with a
complimentary summary at http://www3.best-in-class.com/re362.htm -- this
report benchmarks cross-industry knowledge management practices of the world's
leading companies. Also included, are corporate profiles of leading knowledge
management companies such as AstraZeneca, British Petroleum, Roche and Xerox. For example, the following insights emerged from this research:
- A leading banking company experienced first year cost savings of more
than $3 million through on-going best practices identification and
alignment with key strategic indicators such as the efficiency ratio.
- To promote best practices performance and deployment, one leading
insurance company has developed a creative program by which employees
are eligible to win Best Practice Awards for $1,000 each. Employees
nominate themselves or are nominated by others by documenting in
writing a one-page description of a best practice that resulted in a
high level of customer satisfaction.
- One financial services company codified the expertise of its best
account managers using a software program. As a result, over a period
of 4 years, the percentage of leaving clients dropped by more than
half.
Additional topics covered include:
- Link Best Practices to Strategy Fulfillment
- Best Practice Identification Systems
- Best Practice Recognition Systems
- Best Practices Communication
- Best Practices Knowledge Sharing System
- Ongoing Nurturing of Best Practices
- Seven Models of Intellectual Asset Measurement
- Corporate Profiles of Leading Knowledge Management Companies" ¶ 08:37
continues to be a popular way to optimize organizational resources in the face
of tight budget constraints. To Xerox, this connection was clear after
managers surveyed 200 customer service engineers and conducted in-depth
interviews with 45 of them, asking about co-workers, strengths, problem-
solving approaches, attitudes about teamwork, and information sharing
behaviors. Language analysis tools were used to detect patterns and insights.Knowledge Management of Internal Best Practices, a benchmarking report by
Best Practices, LLC, focuses on developing systems for effective knowledge
transfer and intellectual asset management. Available online -- with a
complimentary summary at http://www3.best-in-class.com/re362.htm -- this
report benchmarks cross-industry knowledge management practices of the world's
leading companies. Also included, are corporate profiles of leading knowledge
management companies such as AstraZeneca, British Petroleum, Roche and Xerox. For example, the following insights emerged from this research:
- A leading banking company experienced first year cost savings of more
than $3 million through on-going best practices identification and
alignment with key strategic indicators such as the efficiency ratio.
- To promote best practices performance and deployment, one leading
insurance company has developed a creative program by which employees
are eligible to win Best Practice Awards for $1,000 each. Employees
nominate themselves or are nominated by others by documenting in
writing a one-page description of a best practice that resulted in a
high level of customer satisfaction.
- One financial services company codified the expertise of its best
account managers using a software program. As a result, over a period
of 4 years, the percentage of leaving clients dropped by more than
half.
Additional topics covered include:
- Link Best Practices to Strategy Fulfillment
- Best Practice Identification Systems
- Best Practice Recognition Systems
- Best Practices Communication
- Best Practices Knowledge Sharing System
- Ongoing Nurturing of Best Practices
- Seven Models of Intellectual Asset Measurement
- Corporate Profiles of Leading Knowledge Management Companies" ¶ 08:37
