Managing organizational networks and knowledge transfer in a global service company
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Transcript of Managing organizational networks and knowledge transfer in a global service company
Managing organizational networks and knowledge transfer in a global service company
Alexandre Perrin
PhD Student
Nicolas Rolland
Professor
Tracy Stanley
Knowledge Manager
Track K: Knowledge & Innovation in Service Organizations
Wednesday 9:45-11:00 – Guyacan Room
24th Annual Conference of the SMS Conference – San Juan, Puerto Rico, USA
1. Issues raised by the article
Why are some firms able to enhance and to maximize knowledge residing in the whole organization while others are not? Theory of the Resource Based View of the firm (RBV)
How an organization can manage organizational networks and knowledge transfer? Knowledge Management Strategies (KMS)
What is the role of Communities of Practice to integrate knowledge in a global service company? Communities of Practice (CoPs)
24th Annual Conference of the SMS Conference – San Juan, Puerto Rico, USA
2. Methodology
Qualitative Research: Case study in Amadeus 31 interviews in 28 European and Latin America services were
conducted by the ‘Knowledge Manager’ of Amadeus (Sophia Antipolis – France) during two years.
To evaluate the effectiveness of a best practice transfer program in the Marketing division.
To assess the needs for Communities of Practice.
Quantitative Research The Collaborative Climate Index (developed by Sveiby & Simmons,
2002) on Communities of Practice in Amadeus. Survey on 92 firms (Rolland, 2004) on Knowledge Management
Strategies outside Amadeus.
24th Annual Conference of the SMS Conference – San Juan, Puerto Rico, USA
3. Results
Transfer of Best Practices Critical importance of face-to-face communication (technology
should be limited as an enabler) Complexity of factors that impact knowledge transfer (especially
cultural factors) Need for tackling knowledge transfer barriers
Communities of Practice Lack of commitment from top management has “helped” the
development of transfunctional communities. Networks of people are disconnected from each other with each
others.
Need for a Knowledge Manager who ‘re-plugs’ networks of people
24th Annual Conference of the SMS Conference – San Juan, Puerto Rico, USA
4. Discussion: The role of Knowledge Management
Knowledge Managers encourage and initiate investments in information technology as well as in the social environment.
Communities of Practice help to develop the appropriate relationships and context that allow knowledge to flow between those who have knowledge and those who require it.
Knowledge Management practices have shifted to socialization
Knowledge Management Strategy 1998 2000 2002
Technological (codification) 72 % 66 % 33%
Personalization (personal networks) 6 % 8 % 12%
Socialization (communities of practice) 12 % 26 % 55%