Posted by Akhil Shahani on June 26, 2002 at 03:16:44:

In Reply to: Some pitfalls of first generation KM after a year researching imho posted by Riva Gianluca on June 24, 2002 at 10:18:45:

Hi Riva,

I think you've covered the problems comprehensively. this is what i think:

1) Best practices: A 'best practice' that defines the specific activites to be performed in a specific situation cannot be universally applied. however, the specific GOALS to be acheived (in whatever way possible) doing a certain activity can definitely be tranferred via database. for example: It may be impossible to tell a salesman exactly what statements to make & in what order while meeting a customer. It would be more useful if the salesman is clear on what he needs to achieve by the end of his meeting (interest in product, agreement for demo, referral etc.) & use his own method of acheiving it.

2) Tacit knowledge: you are right here. however the explicit knowledge of WHO in an organization to contact for WHAT type of information & WHERE to find them is definitely worth having.

3) Technology: I agree

4) Knowledge Worker: I think that today, even frontline staff are expected to use their intellectual capabilites to perform their job effectively. In the older days, they were told to "just shut up, & do what you are told". Organizations have realized since the 1980's that they cannot dictate every aspect of the worker's job (precluding them from the need to think). I feel that the concept of the "knowledge worker" is just in contrast to the "manual worker" & recognizes the need to use your brains no matter what your job is.

5) Strategy: There is an interesting article in "Fortune Magazine" that stated that in a majority of cases, a company's problems are not because their strategy is bad, but because it has been badly executed. A major reason for bad execution is ineffective communication down the the organization. IT can definitely help identify the sources of tacit knowledge in the company here.

Take care,

Akhil

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Follow Ups:

• Thanks!!! Riva Gianluca 09:37:44 06/27/02 (3)
  • Goodwill, Collaboration, and Necessary Maintenance Issues BK Ghosh 12:27:05 06/28/02 (1)
    • Re: Goodwill, Collaboration, and Necessary Maintenance Issues Riva Gianluca 06:22:32 07/02/02 (0)
  • Fair Use of Intellectual Property Is Implicitly 'Covered' BK Ghosh 09:45:20 06/27/02 (0)

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