【正文】 all located in the same area of the hospital. Each team has several facetoface meetings per week that everyone attends. ? Meetings cover basic science initiatives, clinical findings, patient care, and ongoing research ? Human resource policy aligned with knowledge management strategy ? Top clinicians are attracted by the center39。 problems are difficult and one of a kind – 客戶的問題是很難解決的且是個(gè)不相同的 Personalization – Turning a Profit 人性化－帶來盈利 – Relies on the logic of “expert economics” –信奉 “expert economics” – Knowledge sharing is time consuming, expensive, and slow –知識(shí)共享是費(fèi)時(shí)、昂貴和遲鈍的 – Consultants can charge high fees for their services –顧問能從服務(wù)中獲取高額酬金 – Growth is slow –增長(zhǎng)是緩慢的 Personalization – Managing People 人性化－管理員工 – McKinsey, BCG, and Bain hire toptier . graduates to be inventors – McKinsey、 BCG和 Bain hire toptier 成為發(fā)明家 – These firms also want people who will be able to use the persontoperson knowledgesharing approach effectively – They recruit with extraordinary care – Partners and senior consultants interview a candidate six to eight times before making a job offer – At Bain, 1 out of 60 applicants gets an offer – Most important training es from working with experienced consultants who act as mentors Personalization: Memorial SloanKettering Cancer Center ? Provides the best, most customized advice, and treatment to cancer patients ? A variety of experts consults on each patient39。s more than 40 practice areas has a staff member who helps codify and store documents ? Ernst Young在超過 40個(gè)領(lǐng)域有成員，他們幫助成文、存檔 ? Resulting area databases are linked through a work. ? 結(jié)果域的數(shù)據(jù)庫(kù)通過網(wǎng)絡(luò)連接 Codification – Ernst Young 成文化 – Ernst Young ? Randall Love, an Ernst Young partner, was preparing an important bid for a large industrial manufacturer ? Ernst Young 的合作伙伴 Randall Love準(zhǔn)備對(duì)一個(gè)大的工業(yè)制造商的投標(biāo)計(jì)劃 ? He searched the electronic knowledge management repository for relevant knowledge ? 它查找電子知識(shí)管理庫(kù)以尋找相關(guān)知識(shí) ? He found and used several previously developed solutions to develop a presentation on the industry ? 找到并使用以前的幾個(gè)解決方案以完成行業(yè)介紹 ? He also found and used propositions that helped him estimate how much money the client would save by implementing the system. ? 同時(shí)，還找到并使用相關(guān)資料，以幫助預(yù)測(cè)客戶使用該系統(tǒng)可節(jié)省多少錢 ? [后續(xù) ] Codification – Ernst Young 成文化 – Ernst Young ? [續(xù)前 ] ? Love won the project and closed the sale in two months instead of the typical four to six ? 在 2個(gè)月內(nèi)贏得項(xiàng)目并完成交易，而一般需要 4到 6個(gè)月 ? He also found programming documents, technical specifications, training materials, and change management documentation in the repository which saved research and development time ? 還在知識(shí)庫(kù)中找到了設(shè)計(jì)文檔、技術(shù)規(guī)格、培訓(xùn)材料和變動(dòng)管理文件，這便節(jié)省了研發(fā)時(shí)間 ? Codification saved the team and the client one full year of work ? 成文化為團(tuán)隊(duì)和客戶節(jié)省了 1年時(shí)間 Codification: Creating Value for Customers 成文化：為客戶創(chuàng)造價(jià)值 – Consultants reuse existing bricks while applying their skills to construct something new – 顧問在創(chuàng)建新事物時(shí)可使用已存在的模塊 – Customer benefits because the consultants can build a reliable, highquality information system faster and at a better price than others by using work plans, software code, and solutions that have been finetuned and proven successful – 客戶也從中獲益，這是由于顧問能建立可靠的、高質(zhì)的信息系統(tǒng)，且該系統(tǒng)比其他已很好運(yùn)行或證明成功的工作計(jì)劃、軟件程序和其他解決方案更快、更廉價(jià) Codification: Turning a Profit 成文化：帶來盈利 – Reuse of knowledge saves work, reduces munications costs, and allows a pany to take on more projects － 重復(fù)使用知識(shí)可簡(jiǎn)化工作、減少通信費(fèi)用且能使公司承擔(dān)更多的項(xiàng)目 – Firms such as Andersen Consulting and Ernst Young have been able to grow at rates of 20% or more in recent years – 象 Andersen Consulting 和 Ernst Young等公司近些年都以 20％或更高的速度增長(zhǎng) Codification Managing People 成文化－管理員工 – Ernst Young and Andersen Consulting hire undergraduates from top universities and train them to develop and implement change programs and information systems – Ernst Young 和 Andersen Consulting在在高校雇傭大學(xué)生，培訓(xùn)他們開發(fā)和執(zhí)行方案改造和信息系統(tǒng) – Using the knowledge management repository, the consultants work through scenarios designed to improve business processes – 顧問使用知識(shí)管理庫(kù)完成方案設(shè)計(jì)以提高商業(yè)運(yùn)作水平 – They are implementers, not inventors – 他們是執(zhí)行者，不是發(fā)明者 Codification – Not just for Consultants 成文化－不僅僅是給顧問的 ? Health Care – Access Health（ 衛(wèi)生保?。? Access Health ） – When someone calls the center, a registered nurse uses the pany39。 Implementing knowledge management (KM) 執(zhí)行知識(shí)管理 Implementing knowledge management (KM) 執(zhí)行知識(shí)管理 1) Knowledge management concepts（ 知識(shí)管理的概念） 2) Preparation for KM initiatives（ 知識(shí)管理的初始準(zhǔn)備 ） 3) Knowledge management strategy（ 知識(shí)管理戰(zhàn)略） 4) Elements of KM practice（ 知識(shí)管理實(shí)踐的基礎(chǔ)） 5) KM technologies（ 知識(shí)管理技術(shù)） 6) Case studies （ 示例學(xué)習(xí)） Knowledge Management Concepts （ 知識(shí)管理的概念） Organizational learning Creation of new standard operating procedures and business processes that reflects anizations’ experiences 組織學(xué)習(xí)－建立反映組織經(jīng)歷的新的標(biāo)準(zhǔn)化運(yùn)作程序和商業(yè)過程 Knowledge management The set of processes developed in an anization to creates, gathers, stores, maintains, and disseminates knowledge 知識(shí)管理－在組織中發(fā)展的商業(yè)程序是為了建立、聚集、存儲(chǔ)、維護(hù)和傳播知識(shí) [后續(xù) ] Knowledge Management Concepts （ 知識(shí)管理的概念） [續(xù)前 ] Best Practices Successful solutions or problemsolving methods developed by specific anization or industry 最好的實(shí)踐－由專門的組織或行業(yè)提出的成功解答或解決問題的方法 Organizational Memory Stored learning from anization’s history that can be used for decision making and other purposes 組織存儲(chǔ)－存儲(chǔ)從組織歷史中獲取的知識(shí)，對(duì)決策制定和其他活動(dòng)都是有用的 Preparation Steps for KM Initiatives 知識(shí)管理初始準(zhǔn)備的步驟 1) Appoint a chief knowledge officer and create a KM strategy that is linked to corporate strategic objectives. 任命一個(gè)首席知識(shí)官員并建立一個(gè)知識(shí)管理戰(zhàn)略是與公司戰(zhàn)略目標(biāo)相關(guān)的 2) Deploy KM technological infrastructure to enable the process of creating, sharing and disseminating knowledge. 配置知識(shí)管理技術(shù)的下部組織能夠建立、共享