【正文】 s members are 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(wèn)題是很難解決的且是個(gè)不相同的 Personalization – Turning a Profit 人性化－帶來(lái)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(wèn)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。t be transferred ? 知識(shí)并非成文化且可能不能被轉(zhuǎn)化 Personalization Bain ? Marcia Blenko had a strategy problem for a large British financial institution ? Required geographic and productline expertise, a broad understanding of the industry, and a large dose of creative thinking ? Blenko knew several partners with relevant expertise ? She left voice mail messages with them and checked Bain39。s more than 40 practice areas has a staff member who helps codify and store documents ? Ernst Young在超過(guò) 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(guò)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(wèn)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(wèn)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(lái)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(wèn)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(wèn)的 ? Health Care – Access Health（ 衛(wèi)生保?。? Access Health ） – When someone calls the center, a registered nurse uses the pany39。這要求全面的“知識(shí)對(duì)象”電子知識(shí)庫(kù)，以方便的重復(fù)使用外在知識(shí)。 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(guò)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(wèn)題的方法 Organizational Memory Stored learning from anization’s history that can be used for