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Bridging the gap: finding the processes to adapt a repository-based knowledge management system to the knowledge intense sales organization at IBM Nordic
Linköping University, Department of Management and Engineering.
Linköping University, Department of Management and Engineering.
2007 (English)Independent thesis Basic level (professional degree), 20 points / 30 hpStudent thesis
Abstract [en]

For knowledge intense companies the knowledge and skills of its employees are much more valuable than any physical assets. To share knowledge between its employees, some companies launch knowledge sharing initiatives which aims to spread best practices and increase the expertise of the employees. These initiatives are often supported by technical systems, repositories, which store the information that is to be shared. This report discusses how the value of such a repository, a Wiki containing reference cases of SOA projects at IBM Nordic, can be increased by using processes that aims to better connect it to the organization.

To do this, seven employees at IBM Nordic were interviewed. Four of them were sales people, the main user group of the Wiki. Two were employees at the SOA Acceleration Team, the group responsible for the Wiki. The last interviewee works at Learning and Knowledge, IBM’s internal department for organization-wide knowledge management and education. The answers were analyzed using a framework created using academic theory. This framework consists of four different areas of requirements for the processes connecting the Wiki to the organization. The analysis showed that for IBM the most important area to manage is enablement followed by governance, motivation and finally content.

The report is concluded with recommendations for five processes to connect the Wiki to the organization. The process Internal selling aims to inform the sales people about the existence of the Wiki and how they are to use it. Ensure search engine compatibility makes sure that the sales people are able to find the contents of the Wiki via the intranet based search engines. The process for adding a new case description ensures that new case descriptions which are added to the Wiki is consistent and contains the right kind of information. By validating the case information that is added to the Wiki the acceleration team verifies that the information is correct, increasing its credibility. In the last process, ensure information congruence, the members of the acceleration team updates the guidelines on what information to collect and the information in the Wiki as the information need of the sales people changes. This is done on a regular basis and ensures that the information that is collected and stored is actually useful.

Place, publisher, year, edition, pages
Institutionen för ekonomisk och industriell utveckling , 2007. , 76 p.
Keyword [en]
Knowledge management, repository, process design, Wiki
National Category
Production Engineering, Human Work Science and Ergonomics
URN: urn:nbn:se:liu:diva-10194ISRN: LIU-IEI-TEK-A--07/00230--SEOAI: diva2:16950
2007-11-08, 841, Hus A, Universitetet, Campus Valla, Linköping, 10:30
Available from: 2007-11-05 Created: 2007-11-05

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