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Learning Through Knowledge Management by Ann E Loh, Kwang Kok Lim, Pervaiz K. Ahmed

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20

The Post Office

Mention the Post Office and a variety of images spring to mind: a mail train rushing through the night, a busy sorting office, letters falling through your letterbox. The knowledge to keeping the ‘engine’ running smoothly is enormous. The Post Office (PO) is a complex organization, being one of the biggest employers in the UK. It has 210 000 people in the organization, with approximately 20 000 in positions of management and leadership.

It is estimated that only about 10 per cent of the knowledge contained in the PO as a whole is explicit. Marc Baker, senior knowledge consultant at the knowledge management team in the Post Office Consulting (PO consulting) group (a business unit of the PO), comments:

We have 200 years’ ...

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