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462 Glossary

Benchmarking The search for industry-wide best practices that lead to superior performance. A
study of similar companies to see how things are done best in order to adapt these methods for
their own use.
Best practice An improvement in a particular process, approach, technique, or subject matter
knowledge that is good enough to replace existing practices and general enough to merit being
disseminated widely throughout an organization. A “ good work practice ” or innovative approach
that is captured and shared to promote repeat applications.
Blog A blog is basically a journal that is available on the web. The activity of updating a blog
is “ blogging, ” and someone who keeps a blog is a “ blogger. ” Blogs are typically updated daily
using software that allows people with little or no technical background to update and maintain
the blog. Postings on a blog are almost always arranged in chronological order with the most
recent additions featured most prominently. An online diary or journal, typically documenting
the day-to-day life of an individual. Often very personal.

Boundary A boundary separates a system and its environment. Just as there is a subjective
element in defi ning a system, there is a subjective element in choosing a boundary. Defi ning a
boundary is tantamount to defi ning the thing that is to be considered a “ system ” and those other
things that are to be considered a system ’ s “ environment. ”

Brainstorming A commonly used group problem-solving technique whose goal is to generate
as many solutions to a problem as possible.
Censure Harsh criticism or disapproval. To rebuke formally to blame, criticize adversely, or
express disapproval. If you are censured for something you have done, someone in authority
tells you that they strongly disapprove of it.
Change An event that occurs when something passes from one state or phase to another. A
relational difference between states; especially between states before and after some event.
Change management Activities involved in (1) defi ning and instilling new values, attitudes,
norms, and behaviors within an organization that support new ways of doing work and overcome
resistance to change; (2) building consensus among customers and stakeholders on specifi c
changes designed to better meet their needs; and (3) planning, testing, and implementing all
aspects of the transition from one organizational structure or business process to another.
Chief human capital offi cer (CHCO) Title of the person who integrates strategic workforce
planning, aligns with overall organizational mission, responsible for policy on recruitment and
retention of workforce, leads workforce planning.
Chief knowledge offi cer (CKO) Title of the person who is responsible for managing intellectual
capital and is custodian of KM practices in an organization.

Chief learning offi cer (CLO) An enterprise-level position that typically reports to the chief
executive offi cer (CEO) of a corporation. The overall goal of a CLO is to improve organizational
effectiveness and effi ciency by facilitating increased knowledge and skill profi ciency in individu-