Knowledge Management: Concepts and Best Practices Book

1	Introduction	1
2	Business Process Oriented Knowledge Management	15
3	The Fraunhofer Knowledge Management Audit (FKM-Audit)	45
4	Motivation for Knowledge Management	66
5	Role Models, Human Resources and Strategy	92
6	Knowledge Management Tools	114
7	Intellectual Capital: Measuring Knowledge Management	151
8	Delphi Study on the Future of Knowledge Management - Overview of the Results	179
9	A Survey on Good Practices in Knowledge Management in European Companies	191
10	How German Companies Employ Knowledge Management. An OECD Survey on Usage, Motivations and Effects	207
11	Knowledge Management - Results of a Benchmarking Study	225
12	Knowledge Management: The Holistic Approach of Arthur D. Little, Inc.	251
13	The Aventis Approach to Knowledge Management: Locating Inhouse Expertise for Immediate Anytime, Anywhere Availability	262
14	Cultural Change Triggers Best Practice Sharing - British Aerospace plc.	273
15	Knowledge Management and Customer Orientation Hewlett Packard Austria	283
16	Knowledge Management in a Global Company - IBM Global Services	292
17	Open Minded Corporate Culture and Management Supports the Sharing of External and Internal Knowledge - Phonak	305
18	Sharing Process Knowledge in Production Environments - Roche Diagnostics - Laboratory Systems	313
19	KnowledgeSharing@MED - Enabling Knowledge Sharing by Turning Knowledge into Business	321
20	Building Communities, Organizational Knowledge Management within the European Commission's Information Society Technologies Programme	335
	List of Figures	346
	References	351
	Recommended Further Readings	368
	Editors	373
	Contributors	375
	Index	379