TITLE : KNOWLEDGE MANAGEMENT: A STATE OF THE ART GUIDE: MODELS&TOOLS,STRATEGY,INTELLECTUAL CAPITAL, PLANNING,LEARNING, CULTURE, PROCESSES

ACKNOWLEDGEMENTS													ix
 
1	WHAT DO WE KNOW? THE STATE OF THE ART							1
	The Development of Knowledge Management							5
	The Modern Enterprise is About Knowledge						11
	Summary															23
 
2	DRIVERS OF THE NEW ECONOMY										25
	Basic Knowledge Management Disciplines							31
	Emerging Trends													33
	Best and Worst Practice											34
	Summary															38
 
3	PRACTICE ORIENTATION											41
	How to Institutionalize Best Practice							50
	Summary															54
 
4	PROCESS ORIENTATION												56
	Recognizing Different Types of Knowledge						64
	The Internet and Intranets										67
	Supporting the Knowledge Management Process						70
	Summary															71
 
5	COMMUNITIES OF PRACTICE AND KNOWLEDGE CONVERSION				73
	Modes of Knowledge Conversion									73
	The Sound of One Hand Clapping									78
	A Volunteer is Worth Ten Pressed Men							84
	Building on Social Capital										85
	Fostering Communities of Practice								90
	Managing Intellectual Capital									91
	The Imporatance of Culture and Trust							92
	The Role of the CKO												96
	Summary															98
 
6	TRANSPARENT MARKETING											100
	Building Communities of Customers and Suppliers					103
	Sustaining the Knowledge-Based Alliance							105
	Supplier Knowledge												107
	Customer Knowledge												109
	Knowledge Processes												111
	Principles of Managing Customer Knowledge						115
	Summary															117
 
7	THE KNOWLEDGE MANAGEMENT MATRIX									118
	Positioning the Knowledge Management Strategy					118
	Strategy Rollout												122
	Approaches to Managing Knowledge Processes						128
	Strategy and Infrastructure										133
	Mapping Approaches to Types of Knowledge						135
	Tools and Decision Models										135
	Prioritizing Knowledge Strategies								139
	Summary															140
 
8	LEARNING AND KNOWLEDGE											142
	Learner Responsibilities										142
	Learning and Training as a Product								146
	Short-Term Virtual Communities of Practice						147
	Dialogue as Practice											149
	Changing Expectations											151
	Cultural Differences in Learning Styles							154
	Corporate Memory and Learning									154
	Summary															161
	
9	TECHNOLOGY AND KNOWLEDGE MANAGEMENT								162
	The Role of Technology											162
	People Finder Systems											167
	Content Management												175
	Summary															182
 
10	MEASUREMENT AND EVALUATION										185
	Assessing Intellectual Capital									187
	The Value of Intellectual Capital								188
	Targeting Knowledge Management Applications						191
	The Value of Knowledge											194
	Key Performance Indicators and Critical Success Factors			200
	Customer Value Management										201
	Mergers and Acquisitions										202
	Knowledge Push													202
	Summary															203
 
APPENDIX															205
REFERENCES															216
INDEX																219