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24
conQueRing The
“Wedon’T knoW
WhaT We don’T knoW”
dilemma By connecTing
people To expeRTs
LINDA HUMMEL
Act Knowledge LLC
24.1 Introduction
Picture this: a business unit (BU) of a large, global manufacturing
conglomerate realizes that internal research being conducted around
the world is unknown to many who could use it; voice of the customer
(VOC) is collected but not shared widely; and critical knowledge
resides in the heads of their experts, with no way to capture and dis-
seminate it easily. In short, they didn’t know what they didn’t know.
Let us call this company HI Corporation. As a knowledge–based
organization, whose key competitive advantage is its intellectual
capital and the expertise of its employees, they were not managing
their ...