【正文】 s stateoftheart technology, excellent reputation, and salaries that place them in the 95% percentile ? Junior people are hired from top university residency programs and trained as fellows ? Hires senior, nationally recognized clinicians who often bring teams of people with them Personalization – HewlettPackard ? HP?s business strategy is to develop innovative products ? Technical knowledge must get transferred to product development teams in a timely way ? The pany channels such knowledge through persontoperson exchanges. ? Engineers routinely use pany39。s knowledge ? Employees work together in 17 diseasespecific teams ? To make persontoperson munication easy, a team39。s case ? Managing the experts39。t have clear solutions at the outset – 問(wèn)題在開(kāi)始沒(méi)有清楚的解決方法 – Consultants seek advice from colleagues to deepen their understanding of the issues – 顧問(wèn)在同事之間尋求建議以加深他們對(duì)問(wèn)題的了解 – They create a highly customized solution to a unique problem – 他們對(duì)特定的問(wèn)題給出特定的解決方案 – Offer clients advice that is rich in tacit knowledge – 為客戶提供富含內(nèi)在知識(shí)的建議 – Clients39。s people finder database for more contacts ? She connected with nine partners and several managers who had developed growth strategies for financial services institutions ? She met with a group of them in Europe, had videoconferences with others from Singapore and Sydney, and attended a meeting of the financial services practice in Boston ? Some colleagues became ongoing advisers, and one of the Asian managers was assigned full time to the case team ? For the next four months, Blenko and her team consulted with expert partners regularly in meetings and through phone calls and ? In the process of developing a unique growth strategy, the team tapped into a worldwide work of colleagues39。s visit, or emergency room trip – 當(dāng)有人向中心呼救，護(hù)士便根據(jù)“臨床診斷體系”診斷呼救者癥狀，排除可能的病癥，并推薦家庭治療、醫(yī)師診斷或急救 – The knowledge repository contains algorithms of the symptoms of more than 500 illnesses – 知識(shí)庫(kù)包含超過(guò) 500種病的癥狀情況 – The first 300 algorithms that Access Health developed have each been used an average of 8,000 times per year – 前 300種每年被使用超過(guò) 8000次 Codification at Dell Dell的文化 – Direct sale of madetoorder inexpensive PCs Strategy – Invested in a knowledge management system with an electronic repository that specify endless configurations. – Customers choose configurations from a menu, suppliers provide ponents based on their orders, and manufacturing retrieves orders from the system and schedules assembly – Dell does not deliver highly customized orders, and it raises its prices considerably for orders with special ponents. – In I997, Dell shipped 11 million PCs. Those systems were put together from 40,000 possible configurations (petitors typically offer only about 100 configurations), Each configuration was used on average 275 times – That level of reuse allows Dell to lower its costs and charge less than the petition – This knowledge reuse model helped the pany to grow revenues 83 % annually over the last four years Personalization 人性化 ? Focus on dialogue between individuals, not knowledge objects in a database ? 注重人之間的對(duì)話，而不是數(shù)據(jù)庫(kù)中的知識(shí)對(duì)象 ? Knowledge is shared not only facetoface but also over the telephone, by , and via videoconferences ? 知識(shí)是共享的，不僅是面對(duì)面的，也通過(guò)電話、電子郵件和視頻會(huì)議 ? Knowledge that has not been codified and probably couldn39。s clinical decision architecture to assess the caller39。如－ McKinsey、 BCG和 Bain for customized corporate strategy consulting. Codification（ 成文化） ? Knowledge is extracted from the person who developed it, made independent of that person, and reused for various purposes ? 知識(shí)從提出者處獲取，并獨(dú)立于提出者，重復(fù)使用于不同的目的 Codification – Ernst Young （ 成文化 – Ernst Young ） ? Ernst Young executives have invested a lot to make sure that the codification process works efficiently ? Ernst Young的決策者進(jìn)行了大量投資以保證成文化運(yùn)作有效進(jìn)行 ? The 250 people at the Center for Business Knowledge manage the electronic repository and help consultants find and use information ? 商業(yè)知識(shí)中心有 250名員工，他們管理電子知識(shí)庫(kù)以幫助顧問(wèn)尋找和使用信息 ? Specialists write reports and analyses that many teams can use ? 專家撰寫報(bào)告并分析可使用的 ? [后續(xù) ] Codification – Ernst Young （ 成文化 – Ernst Young ） ? [續(xù)前 ] ? Each of Ernst Young39。如－ Anderson Consulting、 Ernst Young for technology 和 執(zhí)行 ERP ? Personalization can be the main emphasis for less structured tasks. This requires intensive persontoperson contacts, s, videoconferences, etc. to facilitate exchange of tacit knowledge. Examples McKinsey, BCG, and Bain for customized corporate strategy consulting. ? 人性化主要強(qiáng)調(diào)任務(wù)的非結(jié)構(gòu)性。s petitive strategy ? 由公司競(jìng)爭(zhēng)戰(zhàn)略驅(qū)動(dòng) – How it creates value for customers（ 怎樣為顧客創(chuàng)造價(jià)值） – How that value supports an economic model（ 價(jià)值如何支持經(jīng)濟(jì)模型） – How the pany?s people deliver on the value and the economics （ 公司的人們?nèi)绾螌?shí)現(xiàn)價(jià)值） ? Some panies automate knowledge management (Codification) ? 一些公司實(shí)行自動(dòng)知識(shí)管理 ? Others rely on their people to share knowledge through more traditional means (Personalization) ? 另一些公司通過(guò)傳統(tǒng)方式，依靠他們的員工共享知識(shí) Different Knowledge Management Strategies 不同的知識(shí)管理戰(zhàn)略 ? Codification can be the main emphasis for more structured tasks. This requires prehensive electronic repository of “knowledge objects” to facilitate reuse of explicit knowledge. Examples – Anderson Consulting and Ernst Young for technology and ERP implementation. ? 成文化主要強(qiáng)調(diào)將任務(wù)結(jié)構(gòu)化。使員工感覺(jué)到知識(shí)共享的好處。 ? They are the true knowledge engineers of the knowledgecreating pany ? 他們是知識(shí)創(chuàng)造型公司真正的“知識(shí)工程師”。 ? Teams play a central role in knowledge creation as its members create diverse points of views and then integrate into a new collective perspective. ? 團(tuán)隊(duì)在知識(shí)創(chuàng)造過(guò)程中起了核心的作用，當(dāng)成員提出不同觀點(diǎn)時(shí)，它便綜合所有成一個(gè)新的綜合觀點(diǎn)。公司的所有信息（個(gè)人數(shù)據(jù)除外）都存放在一個(gè)獨(dú)立的完整數(shù)據(jù)庫(kù)中，并對(duì)公司的所有員工開(kāi)放，而不論其職位 Knowledgecreating Roles（ 知識(shí)創(chuàng)造的角色） ? Creating new knowledge is the p