Challenges in managing organizational knowledge

  title={Challenges in managing organizational knowledge},
  author={Eric L. Lesser},
by Michael Fontaine and Eric Lesser The term knowledge management (KM) conjures up a number of images: a customer service representative accessing a database of frequently asked questions; a team of consultants collaborating on a new salary study; or a facilitator capturing the lessons learned from a major marketing initiative. Many firms have undertaken formal and informal knowledge management initiatives designed to improve process performance, increase customer responsiveness and spur… CONTINUE READING