1. 1 EU Survey Knowledge Management A systematic and organised approach to improve the organisation’s ability to mobilise knowledge to improve performance Survey timeline:- 1998: less strategic, less action 2000: more recognition, little time, low tacit 2002: more strategic, more belief

2. 2 EU Survey Results KM Goals Synergy across sections/units Added value for customers Improved quality Reduced costs Accelerated innovation Target Areas for Improvement Service delivery Marketing, Sales and Communication Operations

3. 3 EU Survey Results KM Benefits Quality improvement Increased teamwork Speed and responsiveness Increased organisational awareness, involvement and focus Better decision making Process improvement Clear financial benefits and returns

4. 4 EU Survey Results Initiatives Planned Communities of Practice (internal) Knowledge repository Document databank Customer communities (external) Major Challenges Ahead Showing business benefits Keeping top management involved Motivating workforce to use KM.

5. 5 EU Survey Results Barriers to Progress Not a daily priority for people Lack of KM culture Lack of time/priority for users Critical Success Factors Top management Active management involvement/support Clarity of deliverables

6. 6 EU Survey Future Challenges Taking advantage of unexploited business opportunities Extending KM across customers, suppliers and partners Assuring successful implementation

7. 7 Best Advice Arising Actively lead and manage KM Extend thinking to include and involve partners and those along the supply chain Create repositories but it needs active engagement for them to be kept alive and useful Make people accountable for KM as part of their day job