Through in-depth "how-to" case studies, over 100 "take-away" exhibits, and research from the world's foremost organizations, this best practice handbook provides practical, easy-to-apply training, models, tools, research and other essential elements for designing, delivering, evaluating and learning successful KM/OL programs. Included in the handbook are: Microsoft, AT&T, Hewlett Packard, Shell Oil Company, Ernst & Young, the World Bank, Buckman Labs, Norske Skog Flooring and more! The "how-to" case studies define KM/OL lexicon, evaluate return on investment, explain how to create a business case for KM/OL, and detail all stages of the KM/OL process.

What You'll Find Inside:

• "How-to" Case Studies: Learn how world-class organizations made effective use of knowledge and reinforced learning to create a lasting change in corporate culture and organizational performance including Buckman Labs' 20-year KM/OL program, Microsoft's taxonomy management system, and Hewlett Packard's integrated KM/OL system.
• Models: Benchmark against specific KM/OL models, including: Microsoft's Knowledge Management Architecture; AT&T's Information Knowledge Enterprise; Hewlett Packard's learning community; and the World Bank's Pillars of Knowledge Sharing.
• Tools: Learn how to implement cutting-edge KM/OL tools, including: Massachusetts General Hospital 's causal-loop diagrams; Microsoft's stakeholder survey; Ernst & Young's balanced scorecard for performance evaluation; and the World Bank's thematic self-assessment and KM action tool.
• Training: Choose among best practice training interventions, including Norske Skog Flooring's experiential learning; InFocus' Fusion Workshops; Ernst & Young's Center for Business Knowledge; Shell Oil's communities of practice.
• Research: Apply trends and findings from this book to build a businesscase within your organization. Learn about: top critical success factors for designing and delivering KM/OL initiatives; most popular evaluation methods; technologies needed; budgets required; and more!