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Knowledge Management for Services, Operations and Manufacturing

Tom Young, Knoco Ltd, UK

 - written by a highly knowledgeable and well-respected practitioner in the field
 - draws on the authors wide-ranging practical experience of implementing KM in various industries around the globe
 - provides practical and realistic solutions to real-world problems via case studies from leading companies including BP, BBC, Orange, Chase Manhattan Bank and General Motors

This book is aimed at those who are involved in Knowledge Management (KM) or have recently been appointed to deliver KM in services, operational or production environments. The models and techniques for KM are well defined within environments with a distinct start and finish to the activity, for example the learn before, during and after model. Knowledge Management for Services, Operations and Manufacturing focuses on environments where activity and learning are on going, and a different approach to KM has to be taken. The book provides managers and practitioners with the necessary principles, approaches and tools to be able to design their approach from scratch or to be able to compare their existing practices against world class examples. Models and methodologies which can be applied or replicated in a wide variety of industries are examined and numerous case studies illustrate the journey that various companies are taking as they implement KM.

Readership: Executives who are contemplating introducing KM into a service, operational or production environment. Managers who are tasked with managing a KM programme in those industries. Practitioners who are tasked with delivering KM in those industries. Academics who seek to understand current KM practice in those industries. Individuals who are seeking to progress their personal development by understanding business re-engineering and process improvement.

£42.50 / US$70.00 / €50.00

£62.50 / US$105.00 / €75.00

An e-book version of this title will be available from Chandos Publishing Online. To view the current titles available visit Chandos Publishing Online

About the author

Tom Young is Chairman of Knoco Ltd. Prior to that Tom was founding member and Principal Coach of BPs Knowledge Management Team and Virtual Teamworking project. His understanding of cultures and industries and how to successfully interact with them, allows him to be equally at home in the Asia Pacific as in Wall Street.

Titles which may also be of interest:
Knowledge Management
Coping With Continuous Change in the Business Environment
The Challenges of Knowledge Sharing in Practice
Organising Knowledge
Knowledge Management

Contents

Principles
 - Introduction
 - What is knowledge?
 - Tacit and explicit knowledge
 - What is knowledge management?

Knowledge management models for services, operations and manufacturing

Performance benchmarking and knowledge management
 - Target setting
 - What knowledge

Processes for learning from performance
 - After action review
 - Performance learning review

Processes for learning from others
 - Peer assist
 - Site knowledge visit
 - Knowledge exchange
 - Business driven action learning

Communities of practice
 - Communities of purpose
 - Communities of practice
 - Community of interest
 - Community tools and processes

The corporate knowledge base

Technology
 - Portals, or knowledge libraries
 - Lessons learned databases
 - Yellow pages/people finders eLearning
 - Community question and answer forums
 - Blogs
 - Wikis

Roles
 - Corporate knowledge manager
 - Business knowledge manager
 - knowledge management sponsor
 - knowledge management coach
 - Community facilitator
 - Subject matter experts
 - Librarians and cybrarians
 - Roles in a legal services context
 - The roles of operations technicians in knowledge management

Assurance and monitoring
 - Knowledge management standards
 - Knowledge management plans
 - Knowledge management monitoring
 - Knowledge management metrics

The linkage with other management disciplines
 - Six sigma
 - Lean operations
 - Quality management, total quality management and quality circles
 - Risk management
 - Health, safety and environmental management
 - Performance management

Case histories
 - BBC Production and Services
 - BP’s Operations Value Process (OVP)
 - Knowledge Management at CfBT Education Trust
 - General Motors
 - Orange

Summary and conclusions
 - Strategy
 - Communities of practice
 - Review
 - Benchmark
 - Learn
 - Do
 - Roles
 - Assurance and monitoring