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Full Product Details

Author:   Tom Young (Knoco Ltd, UK) ,  Nick Milton (Knoco Ltd, UK)
Publisher:   Woodhead Publishing Ltd
Imprint:   Chandos Publishing (Oxford) Ltd
Dimensions:   Width: 15.60cm , Height: 1.10cm , Length: 23.40cm
Weight:   0.360kg
ISBN:  

9781843346043

ISBN 10:   1843346044
Pages:   196
Publication Date:   03 May 2011
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   Awaiting stock  
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Table of Contents

List of figures and table Foreword Preface Acknowledgements About the authors Chapter 1: Principles of knowledge management Introduction What is knowledge? Tacit and explicit knowledge What is knowledge management? Knowledge management models People, process, technology and governance The ‘learning before, during and after’ model The business need for knowledge management The learning curve Benchmarking Which knowledge? Approaches to knowledge management Cultural issues Chapter 2: The sales and marketing context The sales force The bid team The marketing team The interface between product development, manufacturing, marketing and sales Summary Chapter 3: Knowledge management processes in sales, bidding and marketing Peer assist Knowledge exchange Knowledge market Retrospect Mini-knowledge exchange and peer assist at team meetings After action review (AAR) Training, coaching and mentoring Interviews Knowledge asset Best practice Storytelling and case histories Chapter 4: Communities in sales and marketing Communities of practice Communities of purpose Communities of interest Chapter 5: Technology The telephone Community software Collaboration software Knowledge libraries Customer databases and product databases Chapter 6: Knowledge management roles Knowledge manager Knowledge management champion Knowledge librarian Community facilitator or leader Subject matter experts (SMEs) and knowledge owners The central knowledge management team Senior sponsor Chapter 7: Culture and governance Knowledge management, target-setting and incentives The role of the manager in setting the culture Dealing with inter-team competition Dealing with ‘not invented here’ Knowledge management expectations Reinforcement Chapter 8: Case study from British Telecom: supporting a distributed sales force Introduction Understanding the users’ requirements Web 2.0 for knowledge-sharing Knowledge-sharing with the Semantic MediaWiki Delivering information in context Understanding and improving processes The users’ response Next steps Acknowledgement Chapter 9: Case study from Mars, Inc.: knowledge management in sales and marketing Introduction Toolkit Global Practice Groups Communities of practice Knowledge exchange Formal knowledge-capture Go with the flow Technology – the great enabler Summary Chapter 10: Case study from Ordnance Survey: social networking and the transfer of knowledge within supply chain management Introduction What was the problem? Silos Assumptions Methodology Demand audit Findings – 2004 audit Findings – 2006 audit Findings – 2007 audit Was the problem due to ignoring social architecture? Personal character traits Knowledge transfer Space Reward systems Power Conclusion Chapter 11: Setting up a knowledge management framework for sales, marketing and bidding Step 1: define the scope of your exercise Step 2: identify the key areas of knowledge that people need Step 3: for each knowledge area, define the source and user of the knowledge Step 4: define whether this knowledge can be transferred as tacit, explicit or both Step 5: if knowledge transfer is tacit, define the communication mechanism Step 6: if knowledge transfer is explicit, define the capture mechanism Step 7: define the organisation method Step 8: define the distribution and internalisation mechanism Step 9: define how you will measure knowledge management activity Step 10: define how you will manage the performance of knowledge management Appendix – customer buying process Index

Reviews

Offers a straightforward and easy-to-grasp overview of a complex subject. -Managing Information

Offers a straightforward and easy-to-grasp overview of a complex subject. <br>-Managing Information

Offers a straightforward and easy-to-grasp overview of a complex subject., Managing Information This book illustrates that what may appear a straightforward concept is in fact one that requires more consideration and has many elements to it if it is to be successfully implemented. It has been written for a specific audience, but the content can also be understood and applied more broadly., Australian Library Journal

""Offers a straightforward and easy-to-grasp overview of a complex subject."" --Managing Information ""This book illustrates that what may appear a straightforward concept is in fact one that requires more consideration and has many elements to it if it is to be successfully implemented. It has been written for a specific audience, but the content can also be understood and applied more broadly."" --Australian Library Journal

Author Information

Tom Young is Chairman of Knoco Ltd. Prior to that Tom was founding member and Principal Coach of BPs Knowledge Management Team and Virtual Teamworking project. His understanding of cultures and industries and how to successfully interact with them, allows him to be equally at home in the Asia Pacific as in Wall Street. Dr Nick Milton is a director and co-founder of Knoco Ltd - a Knowledge Management consultancy comprised of seasoned knowledge management practitioners, mentors, and coaches. Knoco Ltd has been delivering successful and sustained Knowledge Management implementation to clients since 1999.

Tab Content 6

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