June 2016
Beginner
240 pages
7h 44m
English
Content preview from Successes and Failures of Knowledge ManagementBecome an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
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Chapter 9
Knowledge management success and failure: the tale of two cases
S. Larson School of Business, Slippery Rock University, Slippery Rock, PA, USA
Abstract
Knowledge management (KM) systems can be difficult to install. It can be even more difficult to ensure its use by employees. We present two case studies—one that failed and one that succeeded. The first case study examines the efforts to implement and use a KM system at a tax firm, and the challenges encountered that defied resolution, leading to the KM system’s demise. The second case study examines the building of a customer service solution that is based on a knowledge management system. The system not only is a repository of knowledge that is shared with the customers, but also ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.