KM Book2

Knowledge Management
5 ...

RE-THINKING THE FUTURE, RE-IMAGINE!, AS
THE FUTURE CATCHES YOU, WORLD OUT OF BALANCE MAKING STRATEGY
WORK

...
(Self-Learning Tool
Kits)

...

( )
...
2548
: ,
, ,
,
: ISBN 974-9871-27-8
: 2548
: .
: 1,500
: 128
: ..
.
: Dr.Christopher Lee Johnson
: Bangkok & Design Group
59
10300
0-2356-9999
: opdc@opdc.go.th
www.opdc.go.th
: . (1996)
882-882/2 .12 170
. 3 10510
0-2517-9953, 0-2517-5045
0-2917-7356
1
2
3
4
5
6
7
8
11
17
19
59
81
99
107
115

...

...
Knowledge Management ()
(Self-Learning Tool Kits)

(Adult Learning) Kolb Bloom
(Blooms Taxonomy of Learning)

(User)
, ,
, ...
(Making
Strategy Work) /

/
Flow Chart

(Case Study)

(Books References)
(Web References)
(Key Point)
(Test)
(Work Sheets)
(Case Study)
(Example)
(Exercise)
(Recommendation)
(Lets Think)
(Checklist)
(Self-Learning Tool Kits)

Richard Bach

Learning is finding out what you already know, Doing is demonstrating
that you know it, Teaching is reminding others that they know it as well as you
do. We are all learners, doers, and teachers.

...

. .
.
10
...............
...............
...............
...............
...............
...............
...............
...............
11

(Knowledge Process)

3
12
13
50%
70%
80%
90%
: The Cap Gemini Emst & Young
60%
14
100%
90%
70%
80%
60%
50%
40%
30%
20%
10%
0%
76.0%
71.0%
52.0%
23.0%
21.0%
15
16

3

( )
() 3

(Action Plan)
17
3.
3.1
3.2
3.3
4.
4.1 ()
4.2 ()
5.
5.1
5.2 KM
5.3
6.
7.
8.
18
3.1

( ..)

(Hideo Yamazaki)
19
(Knowledge)
(Information)
(Data)
(Ref: BDO Chartered Accountants & Advisors)
Tacit knowledge Explicit knowledge

??
20
2
1. (Tacit Knowledge)

2. (Explicit Knowledge)

2
(Tacit) (Explicit)
80:20

20%
80%
(Explicit Knowledge)
Knowledge)
(Explicit
(Tacit Knowl
edge)
(Tacit
Knowledge)
Tomoshiroro Takanashi
Takanashi
Tomohi
21

2

(Knowledge Spiral) SECI
Model
(Knowledge Spiral : SECI Model)
(Tacit Knowledge)
(Tacit Knowledge)
EXTERNALIZATION(Expl
icit Knowledge)
SOCIALIZATION
COMBINATION
INTERNALIZATION
(Explicit Knowledge)
( : Nonaka & Takeuchi)
??
22

1. Socialization

2. Externalization

3. Combination

4. Internalization

ASHEN
Artifacts :
Skills :
Heuristics :

Experience :
Natural Talent :

23
Dave Snowden
Artifacts
Skil s
Heuristics
Experience
Natural Talent

Ryoko Toyama

??
24
World Bank

European Foundation for Quality Management System :
EFQM

-

-
-

-
25

1 20

??
2 2538
2

SECI Model Ikujiro Nonaka

SECI
Model

3
3 (Complex
Adaptive System)

26
Benchmarking
Benchmarking

(Learning Organization)

27
:

2
28
3.2

(Framework)

(KM Framework)
Prescriptive
Bonnie RubenstaeinMontano

Prescriptive
1.
2. (Knowledge Creation
and Acquisition)
3. (Knowledge Organization)
4. (Knowledge Codification and Refinement)
29
5. (Knowledge Access)
6. (Knowledge
Sharing)
7. (Learning)
30
I Kujiro Nonaka SECI

SECI (Knowledge
Conversion)

KPMG Peat Marwick KPMG

International
KPMG

Acquisition

Indexing
Filtering
Linking
Distribution
Application
Web
pages (
) Web pages

Descriptive
Cara ODell
3
1.
2.
3. (4 )
Descriptive
31
4.
2.
3.
32
1.

4

4
1. :
2. :

3. :
4. :
33

Prescriptive descriptive
Arthur Anderson American Productivity & Quality

Center (APQC)
3

1.
2.
3.
-
-
-
-
Arthur Anderson APQC
34

Singapore Productivity and Standard Boars (PSB)

2
(Knowledge Value Chain)

(Enablers)
-
Knowledge Driver
Leadership Strategy
Learn
Measure
And
Monitor
Generate
- identify
- create
- acquire
Represent
- organise
- codify
- add value
Access
- store
- distribute
Transfer
- share
- learn
Knowledge
Outcomes
"GREAT" Knowledge Value Chain
Culture
Technology
Knowledge Infrastructure
35
(Knowledge Value Chain)

PSB
GREAT
- Generate
- Represent
- Access
- Transfer
GREAT

(Enablers)
GREAT
4
-
-
-
-
36
PSB

37
3.3 ( KM)

Xerox
Corporation

(Learning)
(Measurements)
(Recognition and Reward)
(Desired State)
(Process Tools)
(Communication)
(Transition and Behavior Management)
38
( CQI )
Best Practices
6
1.

Self Assessment Toolkit Rajan, A. et al.
(1999)
.
Transition and Behavior Management
1.
6
2.
3.
4.
39

(, ,

(Role Model)
40
1.
2.
3.
4.
KM
5.
3
6.
7. " "
6
8.
9.
1. "
"
2.
4

3.
4.
1
5.
2.

3

.
Communication
/
- CQI
-KM Day
- KM Quality Fair
-
-
Website KM
KM Call Center
1. ""
2.
3.
4. ""
5.
6.
7.
41
3.

2 Tacit
Explicit ( 2)

(Community of Practice;
CoP)

42
.
Process and Tools
CQI
CQI
1. CQI 2543-2545
2.
3. CQI
4. CQI
5.
6. CQI
CQI
7. CQI
8.
CQI CQI
(CoP)
1.
2.
3.
CoP
4.
""
5.
(Community of
Practice CoP)
CQI CoP

1
1. //
CQI
2. CoP
3. CoP
4.

CoP
1.
2.
3.
4. /
43
4.

Web-based Training

.
Learning
- KM Website
-
- Soft Learning
44
1.
2.
3.
4.
5.

Department of the Navy (DON)

3
1.
2.
3.

45
.
Measurements
- CQI (QI story) Website

2543 43
- KM Call Center
25-40 /
- KM Website 1,000-1,600
/
- KM Web board
50 /
1.
2.

3. /
4.
5.
6.
6.
46
.
Recognition and Reward
1.
2. /
3.
4.
5.
6.
7. CQI
47

7
1. (Knowledge Identification)

(Knowledge Mapping)

2. (Knowledge Creation and
Acquisition)

48
3. (Knowledge Organization)

/
/

4.
(Knowledge Codification and Refinement)
49

??
1. Push () /

50
2. Pull ()
/
/

Push Pull /
Explicit

CoP
Tacit

1.
2. Innovation & Quality Circles (IQCs)
3. Community of Practice CoP
4. (Mentoring System)
5. (Job Rotation)
(Secondment)
6. (Knowledge Forum)
51
Peter Senge
52

??
1)
2)
53
3)

Knowledge Portal

4)
54

5)

55
KM
3 KM

56
KM 3

57
58
4
KM
4.1 ()
Spansion (Thailand)
()
(Memory Devices)

IC
4 Spansion

Spansion 1,400
Nor Flash

(PDA),
GPS, (Media memory)

59
Spansion

(People are
our most important asset.)

Spansion

(Total Continous Process Improvement and Innovation TCPI2)
Total Continous Process Improvement and Innovation TCPI2

Quality Control
Circle (QCC)
Total Continuous
Education (TCE)
Total Statistical
Process Control
(TSPC)
Total Continuous Process

Improvement & Innovation (TCPI2)
Total Employee
Involvement (TEI)
Error Free
Performance (EFP)
60
Advance
Manufacturing
Technology (AMT)
Just in Time
Manufacturing (JIT)
Benchmarking
(BM)
Total Productive
Maintenance
(TPM)
Total Supplier
Quality (TSQ)

(Knowledge is
Power) Spansion University

(Employee Development Center EDC)
Total Continous Education (TCE)

(Values) Spansion

Spansion

61
1. (TCPI 2
projects)
2. (Engineering
project presentation)
3. (Department presentation)
4. (Training materials)
5. (Patents)
6. (Publication)
7. (Knowledge from Vendors)
Community of Practice
(CoP)
Phase I
KM Focus in
4 Dimensions
Strength in IT
Language isn't barrier
All can be leader
Functional expertise
62
Knowledge
Management
KM
Phase II
Knowledge Sharing
Society
Knowledge On-line
()
Communication
Transition
Measurements
Recognition &
Rewards
Learning
Process and Tools
Behavior Management
63

1. (Knowledge
Management Team)
2. (Behavior Management)

Knowledge identification
Knowledge development and acquistion

Knowledge sharing and distribution

Knowledge utilization
64

- Knowledge retention

Communication
3.
2
-
-

- Dialog
-
- on/off site
-
- - E-mail
- (KM Week)
- Webpage
Process and Tools
4. Knowledge Portal

(Web-based Environments)
Knowledge Portal
-
-
65

-
-
-
-
Knowledge Portral 2
- E-Library E-Library
Web Page
Inter-library
Net meeting

Learning
5.

Training Roadmap

Trainer and Mentor

6.

Measurements
7. 3
(System Perfomance Phase)
Knowledge Portral
66

System Performance
- Hit rate

- IP Counting

-

- Knowledge Portral

-

(Output Perfomance Phase)

- (MTS)
-
-
-
- TCPI2
- (Error
free projects)
-
(Outcome Perfomance Phase)

(Return on Knowledge : ROK)
67

8.
Best team award, Best performer award, Knowledge sharing

recognition, Trainer and Mentor award, etc
1.

2.
3.
4. IT
Knowledge Portal

68
4.2 ()
() ()

(Communications Solutions Provider and Lifestyle Enabler)
.

26,000

.
1.9

2546 (Disclosure Report Award 2003)
2545 Euro
Money

.. 2536
TRUE
69

Customer
Management
(Explicit)
(Tacit)
Cross function

(Two-way
communication)

(Role Model)
70

1.

-

- KM community
-
( ) Desired State (A Living Community)
Critical Success Factors ( /)
-

Knowledge sharing, Team Briefing, KM Activities/ Big event,
KM web, KM Logo
71

Communication
2.

, Poster,
E-mail, Public folder, Live Broadcast, E-Card, Paper card
Process and Tools
3.

(Tools) Intranet (KM Web)
(Centralized knowledge) KM
Web
- Knowledge Organization
- News- Promotion
- Web board- Activities
- Web link- Search
- Ask Expert
- Post announcement , etc.
72
e Man
ledg age
ment
Know
Identification
of Knowledge Need
Collection of
Knowledge
Sharing of
Knowledge
Knowledge
update
Creation of
Knowledge
Training / Learning
4.

Team buddy,
Team briefing, Knowledge sharing session, E-learning,
E-book, Class Training, Intranet ,
KM corner, Seminar/Public Training, Site Visit
73

Measurements
5.
Implementation : Success rate, Satisfaction, Online self test

System : Ease of use, Response time, Percentage of
system down
Output : Suggestion, Visitor, Percentage of Volunteer in
Knowledge Organization
Outcome : Employee Satisfaction, Customer Satisfaction
6.

Self-motivation
Self-rewarding
(Inside-out)
Gift / Rewards
Point Collection System

Invitation card/ Thank you card
KM Game
74

1. (Culture change)
-

-
-
-

-
75
2. (Communication)

3. (Process and Tools)

-

-

-
Garbage-in Garbage
out
-
-

-

- KM Technology
76
4. / (Training/Learning)

-
- (Self-learning)

-

E-learning
-
-
Self-learning
5. (Measurement)
77
6. (Recognition and
Rewards)
Selfrewarding
People :
-
78
Process
-

Technology - KM web (Intranet)

- KM Web
(Dynamic Web)
- (Centralized Knowledge)

CoP (Community of Practice)
Learning Organization
Best Practice
Technology Enhancement
79
80
5.1 KM
1
2
(Work process)
( KM)
KM Focus Areas
-
-
-
-
-
-
-
( KM) Desired State of KM Focus Areas

()
(Learning)
(Measurements)
(Recognition and Rewards)
(Desired State)
(Process Tools)
(Communication)
(Transition and Behavior

Management)
World-Class KM
Environment
KM Action Plans
(6 - step model)
Change Management Process
81
Desired State ???
KM (KM Focus Areas)

KM (Desired State)
KM
(Work Process)

KM
KM
KM
- 1 /
/
- 2
- 3
KM
-
KM
KM
1 KM
82
KM
1 KM (KM Focus Areas) .............................................
KM
KM
/

(KM Focus Areas)
/
Outsource
/ : ..............................................................................( CKO / )
KM
KM 2

-
- ()
- (

)
-
-
-
-
83

2 KM .............................................
KM KM ... KM ...
KM ...
: ..............................................................................

KM KM (Desired State)
5.2 KM (Desired State)

KM (KM Focus Areas)

84
KM (KM Focus Areas)

1 KM
2 KM
3
3 KM (Desired State) .............................................

KM .....................................................................................................................
KM (Desired State)
KM ...................................................................
....................................................
KM ..................................................................
....................................................
............................................................................................
....................................................
KM KM
............................................................................................
....................................................
5.3 (KM Action Plan)

KM (Desired
State)
KM (Desired State) 3
KM 1 KM (Desired
85
State) (KM Action Plan)
KM
(KM Action Plan)

(-/-)

(KM Action
Plan) KM (Desired State)

KMAT (The
Knowledge Management Assessment Tool : KMAT) 4-8

, 9
KMAT
86
KMAT (The Knowledge Management Assessment

Tool : KMAT)

- /-

5
1. ( 4)
2. ( 5)
3. ( 6)
4. ( 7)
5. ( 8)
4 1 -
0 - / 1 - 2 - 3 - 4 -
C = (Change Management Process)
C 1 = C 2 = C 3 = C 4 =
C 5 = C 6 =
1.1

1.2 /
()
87
4 1 -
0 - / 1 - 2 - 3 - 4 -
C 1 = C 2 = C 3 = C 4 =
C 5 = C 6 =
1
1.3
(Benchmarks) Best Practices
()

1.4 Best Practices
Best Practices
(Lessons Learned)
C3
1.5 "Tacit Knowledge"

C3
/ : ..............................................................................( CKO / )
88
5 2 -
0 - / 1 - 2 - 3 - 4 -
C 1 = C 2 = C 3 = C 4 =
C 5 = C 6 =
2 -
2.1
C1
2.2 (Knowledge Asset)

C1
2.3 Core
Competencies Core
Competencies (Core Competencies
)
C4
89
5 2 -
0 - / 1 - 2 - 3 - 4 -
C 1 = C 2 = C 3 = C 4 =
C 5 = C 6 =
2
2.4

C6
/ : ..............................................................................( CKO / )
90
6 3 -
0 - / 1 - 2 - 3 - 4 -
C 1 = C 2 = C 3 = C 4 =
C 5 = C 6 =
3 -
3.1
3.2
3.3
3.4

3.5
C1
C1
C1
C1
C1
/ : ..............................................................................( CKO / )
91
7 4 -
0 - / 1 - 2 - 3 - 4 -
C 1 = C 2 = C 3 = C 4 =
C 5 = C 6 =
4 -
4.1
4.2 (An Institutional Memory)
C2
C3
4.3
C3

4.4
4.5

4.6 (Smart)
(Real Time)
C3
C3
C3
/ : ..............................................................................( CKO / )
92
8 5 -
0 - / 1 - 2 - 3 - 4 -
C 1 = C 2 = C 3 = C 4 =
C 5 = C 6 =
5 -
5.1

C5
5.2
C5
5.3 5.2
( )
(

C5
5.4
C1
/ : ..............................................................................( CKO / )
93
9 ( )
.................................................................................................................................................
................................................................................................................................................. .../...
( / )
/ : ..............................................................................( CKO / )
94

KM KM (KM Focus
Area Desired State)
- KMAT :
/ 4-8
- :
/ 9

4-8 9
KM
(KM Action Plan)

KM

KM (KM Focus Area Desired State)

KM

4-9

(KM Action Plan) 10 11
95

10 (Action Plan)
................................................................................................................................................................................................................................................. (1 /...)
KM (Desired State)...................................................................................................................................................................................................................
........................................................................................................................................................................................................................
K = (Knowledge Management Process)
K 1 = K 2 = K 3 = K 4 =
K 5 = K 6 = K 7 =
(Change Management Process)
/ : ..............................................................................( CKO / )
96
11 (Action Plan)
................................................................................................................................................................................................................................................. (1/...)
KM (Desired State)...................................................................................................................................................................................................................
........................................................................................................................................................................................................................
C 1 =
C 2 =
C 3 =
C 5 =
C 6 =
c
(Change Management Process)
C 4 =
/

/ : ..............................................................................( CKO / )
97
98
Checklist
(Knowledge Management)
CKO (Chief Knowledge Officer)
(Desired State)

99
1.

2.

100
3.

Search Engine

- Web Portal CoP (Community of Practice)
- Data mining
- ____________________

4.

KM
CoP
101
5.
3
(System)
(Output)
(Outcome)
6.

102

(KM Action Plan)

- CQI (QI story) Website
2543 43
- KM Call Center 25-40
/
- KM Website 1,000-1,600 /
- KM Web board 50
/
()
(System Perfomance Phase)
Knowledge Portral
System Performance
- Hit rate

- IP Counting

-
103

- Knowledge Portral

-

(Output Perfomance Phase)

- (MTS)
-
-
-
- TCPI2
- (Error free
projects)
-
(Outcome Perfomance
Phase)

(Return
on Knowledge : ROK)
104
()
Implementation : Success rate, Satisfaction, Online
self test
System : Ease of use, Response time, Percentage
of system down
Output : Suggestion, Visitor, Percentage of Volunteer
in Knowledge Organization
Outcome : Employee Satisfaction, Customer Satisfaction
105
106

(Model)

1.
(Desired State)
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
2. (Model)
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
107
3.

....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
4.
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
5.

....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
6.
....................................................................................................................................................
....................................................................................................................................................
.....................................................................................................................................................
7.
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
108
8.
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
109
Worksheet 1
1.
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
2.
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
3. Tacit knowledge
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
4. Explicit knowledge
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
5. Socialization
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
110

1. Bonnie Rubenstein-Montano

....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
2. Prescriptive
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
3. Arthur Anderson American Productivity &
Quality Center (APQC)
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
4. Singapore Productivity and standards Board
(PSB) GREAT
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
111
112
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
_______
_______
_______
_______
_______
_______
_______
_______
_______
_______
_______
_______
Explicit
Tacit
.
.
.
.
.
.
Kick off day KM
. Push/Pull
. Gift/Reward//
.
. /
. //

(Case Studies) ()
()

1.
Communication
2.
Process and Tools

3.
113

Training / Learning
4.
Measurements
5.

6.
114

...

()
()
115

1. CU-WB Knowledge Management Project
http://wb-cu.car.chula.ac.th
2.
http://medinfo.psu.ac.th/KM/KM.htm
3.
http://www.si.mahidol.ac.th/km
4.
http://www.hkm.nu.ac.th
5.
http://www.tkc.go.th
6.
http://www.ecommerce.or.th
7.
http://www.ha.or.th
8.
http://www.ftpi.or.th
9.
http://www.kmi.or.th
10. site.in.th
http://www.site.in.th/go.php/Reference/
Knowledge_Management
116

1. American Productivity and Quality Center
2. Asian Productivity Organization-APO
3. BRINT http://www.brint.com
4. Buckman Laboratories Knowledge Nurture
5. CIO
6. David Skyrme: Knowledge Connections
7. Dialog on Leadership
8. Ernst and Young
http://www.apqc.org
http://www.apo-tokyo.org
http://www.brint.com
http://www. knowledge-nurture.com
http://www.cio.com
http://www. Skyrme.com
http://www. Dialogonleadership.org
http://www.ey.com/global/content.nst/
international/Home
9. Harvard Business Reviewl
http://www. Harvardbusinessonline.hbsp.
harvard.edu/b02/en/hbr/hbr_home.jhtml
10. Infonortics
http://www.infonortics.com
11. Information and Knowledge Management Society
http://www.ikms.org
12. KM Tool
http://www.kmtool.neet
13. KM World
http://www.kmworld.com
14. Knowledge Management
http://www.kmmag.com
15. Peter F. Drucker
http://www. Peter-drucker.com
16. SOL - Society for Organizational Learning
http://www.solonline.org
17. Standards, Productivity and Innovation Board-SPRING http://www.spring.gov.sg/portal/main.html
18. Sveiby Knowledge Associates
http://www.sveiby.com
19. The Gurteen Knowledge Website
http://www.gurteen.com
20. The Know Network-Most Admired Knowledge
Enterprises (MAKE)
http://www.knowledgebusiness.com
21. The Knowledge Management Advantage
http://www.providersedge.com.kma
22. The Knowledge Management Forum
http://www.km-forum.org
23. The Knowledge Management Resource Center
http://www.kmresources.com
117
24. The World Bank

25. ThinkingShift
26. United Nation Popullation Fund- Knowledge sharing
27. University of Kentucky
28. Knowledge Management
29. International Society for Knowledge Management
30. The European KM Community
118
http://www.worldbank.org
http://www.thinkingshift.com
http://www.unfpa.org/ knowledgesharing
http://www.uky.edu
http://www.kmmagazine.com
http://isko.org
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Knowledge Management

(Self-Learning Tool Kits)

Tacit knowledge Explicit knowledge

(Knowledge Spiral : SECI Model)

( : Nonaka & Takeuchi)

I Kujiro Nonaka SECI

KPMG Peat Marwick KPMG

Arthur Anderson American Productivity & Quality

(Knowledge Value Chain)

"GREAT" Knowledge Value Chain

(Knowledge Value Chain)

(Recognition and Reward)

(Transition and Behavior Management)

- CQI (QI story) Website

Total Continous Process Improvement and Innovation TCPI2

Total Continuous Process

Process and Tools

Transition and Behavior Management

Knowledge development and acquistion

Best team award, Best performer award, Knowledge sharing

Transition and Behavior Management

(Tools) Intranet (KM Web)

Implementation : Success rate, Satisfaction, Online self test

Technology - KM web (Intranet)

( KM) Desired State of KM Focus Areas

(Recognition and Rewards)

(Transition and Behavior

Desired State ???

KM (KM Focus Areas)

5.2 KM (Desired State)

KM (KM Focus Areas)

3 KM (Desired State) .............................................

5.3 (KM Action Plan)

State) (KM Action Plan)

KMAT (The Knowledge Management Assessment

1.5 "Tacit Knowledge"

2.2 (Knowledge Asset)

4.2 (An Institutional Memory)

(Change Management Process)

Transition and Behavior Management

Process and Tools

Recognition and Reward

24. The World Bank

Nonaka, Ikujiro (1991). The Knowledge Creating Company, Harvard

OECD (1996). The Knowledge-Based Economy, OECD Paris.

APEC Economic Committee (2000). Towards Knowledge-Based

Romer, Poul M.(1993). Two Strategies fore Economic Development :

Davenport, Thomas H., and Laurence Prusak (1998). Working Knowledge,

Singpore Productivity and Standards Board (2001). Primer on

Xerox Corporation (1999). Gateway to Xerox Knowledge Sharing,

Singapore Productivity and standard Board (2001). Primer on

American Productivity & Quality center (2000). Successfully

(2547). Measurement Analysis Knowledge

Odel, Carla, Grayson, C. Jackson, JR. and Nilly Essaides (1998).

Singapore Productivity and Standards Board (2001). Primer on

Snowden, Dave (2003).

Tiwana, Amrit. The Knoeledge Management Toolkit : Practical

Sbarcea, Kim (2004) The Practice

Chan, Arnold Tick Yeow (2001). Features of Learning Oganization

Garvin, Davit (1993). Building a Learning Oganization, Harvard

Japan Quality Award Assessment Criteria : Performance Excellence

Criteria for Performance Excellence, Baldrige National Quality

SQA Framework for Business Excellence, SPRING Singapore,