concepts and best practices Mertins, Kai. creator Heisig, Peter 1962- Mertins, Kai 1947- Vorbeck, Jens. text Berlin New York Springer 2003 2nd ed. monographic xxxi, 383 p. : ill. ; 25 cm. The Fraunhofer Competence Center Knowledge Management presents in this second edition its up-dated and extended research results on business-process oriented knowledge management, pro-active change management, KM strategy, knowledge structuring and KM audit, reviews the latest advancements in measuring intellectual capital and classifies more than 100 KM tools. Best Practices in KM are described by the Swiss Benchmarking Center TECTEM at University St. Gallen and in case studies from price- winning companies like Aventis and Siemens as well as from Arthur D. Little, British Aerospace plc., Hewlett- Packard, IBM, Phonak and Roche. New survey results on KM from EFQM, OECD and on "The Future of Knowledge Management" are presented. The book concludes with an overview on research funded by the European Commission in order to make "KM Made in Europe" a reality Introduction.- I: Design Fields.- 2 Business Process Oriented Knowledge Management.- 3 The Fraunhofer Knowledge Management Audit (FKM-Audit).- 4 Motivation for Knowledge Management.- 5 Role Models, Human Resources and Strategy.- 6 Knowledge Management Tools.- 7 Intellectual Capital: Measuring Knowledge Management.- II: Survey.- 8 Delphi Study on the Future of Knowledge Management - Overview of the Results.- 9 A Survey on Good Practices in Knowledge Management in European Companies.- 10 How German Companies Employ Knowledge Management. An OECD Survey on Usage, Motivations and Effects.- III: Case Studies.- 11 Knowledge Management - Results of a Benchmarking Study.- 12 Knowledge Management: The Holistic Approach of Arthur D. Little, Inc..- 13 The Aventis Approach to Knowledge Management: Locating Inhouse Expertise for Immediate Anytime, Anywhere Availability.- 14 Cultural Change Triggers Best Practice Sharing - British Aerospace plc..- 15 Knowledge Management and Customer Orientation Hewlett Packard Austria.- 16 Knowledge Management in a Global Company - IBM Global Services.- 17 Open Minded Corporate Culture and Management Supports the Sharing of External and Internal Knowledge - Phonak.- 18 Sharing Process Knowledge in Production Environments - Roche Diagnostics - Laboratory Systems.- 19 KnowledgeSharing@MED - Enabling Knowledge Sharing by Turning Knowledge into Business.- IV: KM - Made in Europe.- 20 Building Communities. Organizational Knowledge Management within the European Commission's Information Society Technologies Programme.- List of Figures.- References.- Recommended Further Readings.- Editors.- Contributors. Kai Mertins, Peter Heisig, Jens Vorbeck, editors. Includes bibliographical references (p. [351]-372) and index. Knowledge management Europe Case studies Knowledge management 658.4/038 3540004904 (alk. paper) 2003045697 6923