7

British Airways

Getting the knowledge plane off the ground

This case amplifies the initial stages involved in setting up and moving towards a knowledge and learning orientation. The major challenge at this stage is often to convince people in the company, at all levels, from the bottom to the top, of the benefits and value that knowledge management can bestow.

British Airways (BA) sees knowledge as key to its future success in the airline industry. While the term ‘knowledge management’ is used to cover a wide range of approaches, behaviours and tools to support and encourage the use of knowledge, BA believes firmly that managing for knowledge will help it to achieve significant improvements in innovation, creativity, flexibility, speed ...

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