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Case Studies in Knowledge Management

Preface ......................................................................................................................... vii
Section I:
Knowledge Management in Support of Organizational Learning
Chapter I.
Learning from Simple Systems: The Case of JPL 101 .................................................1
Lynne P. Cooper, Jet Propulsion Laboratory, USA
Chapter II.
A Knowledge Management Case Study in Developing, Documenting, and
Distributing Learning ................................................................................................ 23
Brigette McGregor-MacDonald, Marsh Inc., UK
Section II:
Knowledge Management in Support of Retaining Organizational Knowledge
Chapter III.
A Case Study on Assessing the Readiness of Professional Services Company to
Build an Organizational Memory Information System .............................................. 36
Hani Abdel-Aziz, Cairo University, Egypt
Chapter IV.
Rebuilding Core Competencies When a Company Splits: A Case Study of Assessing
and Rebuilding Expertise ............................................................................................ 51
Gail Corbitt, California State University, Chico, USA
Section III:
Knowledge Management Strategy
Chapter V.
Exploring the Impacts of Knowledge (Re)Use and Organizational Memory on the
Effectiveness of Strategic Decisions: A Longitudinal Case Study ............................. 66
Afsoun Hatami, London School of Economics, UK
Chapter VI.
Governance of Strategies to Manage Organizational Knowledge: A Mechanism to
Oversee Knowledge Needs .......................................................................................... 83
Suzanne Zyngier, Monash University, Australia
Chapter VII.
Challenges in Developing a Knowledge Management Strategy for the Air Force
Material Command .................................................................................................... 104
Summer E. Bartczak, Air Force Institute of Technology, USA
Section IV:
Knowledge Management in Support of Projects
Chapter VIII.
Knowledge Management in a Project Climate .......................................................... 130
Elayne Coakes, University of Westminster, UK
Chapter IX.
Where Knowledge Management Resides within Project Management ................... 138
Jill Owen, Monash University, Australia
Section V:
Knowledge Management is Support of Knowledge Transfer
Chapter X.
Organizational Knowledge Sharing Based on the ERP Implementation of
Yongxin Paper Co., Ltd. ............................................................................................. 155
Zhang Li, Harbin Institute of Technology, China
Chapter XI.
Supporting Research and Development Processes Using Knowledge Management
Methods ..................................................................................................................... 165
Thomas Hahn, Profactor Produktionsforschungs GmbH, Austria
Chapter XII.
Know-CoM: Decentralized Knowledge Management Systems for Cooperating
Die- and Mold-Making SMEs .................................................................................... 186
Florian Bayer, Martin-Luther-University Halle-Wittenberg, Germany
Section VI:
Issues in Knowledge Management
Chapter XIII.
Reserve Bank of New Zealand: Journey Toward Knowledge Management ............. 211
Yogesh Anand, Reserve Bank of New Zealand, New Zealand
Chapter XIV.
A Comparative Case Study of Knowledge Resource Utilization to Model
Organizational Learning .......................................................................................... 235
Colin White, Deloitte Consulting, USA
Chapter XV.
Implementing Knowledge-Enabled CRM Strategy in a Large Company:
A Case Study from a Developing Country ................................................................ 249
Minwir Al-Shammari, University of Bahrain, Bahrain
Chapter XVI.
Why Knowledge Management Fails: Lessons from a Case Study ............................ 279
Ivy Chan, The Chinese University of Hong Kong, Hong Kong
Chapter XVII.
Infosys Technologies, Limited .................................................................... 289
Nikhil Mehta, Auburn University, USA
Chapter XVIII.
Keeping the Flame Alive: Sustaining a Successful Knowledge Management
Program ............................................................................ 315
Eliot Rich, University of Albany, USA
Section VII:
Knowledge Management Outcomes
Chapter XIX.
Knowledge Management for Healthcare: Using Information and Communication
Technologies for Decision Making .......................................................................... 328
A.N. Dwivedi, Coventry University, UK
Chapter XX.
Productivity Impacts from Using Knowledge ............................................................ 344
Murray E. Jennex, San Diego State University, USA
About the Authors ............................................................................. 358
Index ............................................................................... 369

Murray & Jennex - 2005

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