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Contents ix

Key Points 304
Discussion Points 305
References 306

9 Knowledge Management Strategy 311
Learning Objectives 311
Introduction 311
Developing a Knowledge Management Strategy 316
Knowledge Audit 318
Gap Analysis 322
The KM Strategy Road Map 325
Balancing Innovation and Organizational Structure 328
Types of Knowledge Assets Produced 333
Key Points 336
Discussion Points 337
References 338
10 The Value of Knowledge Management 339
Learning Objectives 339
Introduction 339
KM Return on Investment (ROI) and Metrics 343
The Benchmarking Method 345
The Balanced Scorecard Method 351
The House of Quality Method 354
The Results-Based Assessment Framework 356
Measuring the Success of Communities of Practice 359
Key Points 360
Discussion Points 362
References 362
Additional Resources 364
11 Organizational Learning and Organizational Memory 365
Learning Objectives 365
Introduction 365
How Do Organizations Learn and Remember? 368
Frameworks to Assess Organizational Learning and Organizational Memory 369
The Management of Organizational Memory 370
Organizational Learning 377
The Lessons Learned Process 378
Organizational Learning and Organizational Memory Models 379