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478 Index

Bristol-Myers Squibb, 445 Chief Knowledge Offi cer. See Knowledge
British Petroleum, 155, 287 management team, roles
British Telecommunications, 208 Chief Learning Offi cer. See Knowledge
Broadband communication, 208 management team, roles
Brown Seely, John, 289 Choo, Chun Wei, 73 – 76, 87, 302, 381 – 382,
BSC. See Balanced scorecard method 384 – 385, 389
Buckman Labs, 247 – 249, 332, 345, 432, 437 Choo Sense-making KM model, 73 – 76, 87
Bukowitz and Williams, KM cycle, 38 – 42 CIBC, 432
Bukowitz, W., 33, 38 – 42, 52 CIDA. See Canadian International
Bush, V, 99 Development Agency
Business intelligence, 131, 133 CKO. See Chief Knowledge Offi cer
CLO. See Chief Learning Offi cer
Canadian International Development Agency, Cluster analysis, 127 – 129, 271
163 – 164 CMM. See Capability Maturity Model
Canadian Treasury Board, 356 CMMI. See Carnegie Mellon Software
Canon Inc., 68 Engineering Institute
Capability Maturity Model, 238, 242 CMS. See Content Management System
Capacity, absorptive. See Absorptive Coca-Cola Company, 333
capacity Codifying, explicit knowledge, 100, 121
Capital. See Intangible assets cognitive maps, 121 – 123
Capturing knowledge. See also Tacit decision trees, 123 – 124
knowledge knowledge taxonomies, 124 – 131
ad hoc sessions, 113 Cognitive domain, Bloom taxonomy of,
Aesop ’ s fables, 110 191 – 193
defi ned, 99 – 100 Cognitive maps, 121 – 123
e-learning, 115 – 117, 214 – 215 Cohen, W. M., 260
interviewing experts, 104 – 107 Coleman, J., 170
knowledge engineering, 103 Collaboration technologies, 281 – 285
learning by being told, 107 – 111 Collaboration tools. See Collaboration
learning by observation, 113 technologies
learning histories, 115 Colleges, invisible. See Invisible colleges
at the organizational level ( see Communication systems, 232
Organizational knowledge capture) Communication technologies. See
road maps, 113 – 114 Communication systems
storytelling, 107 – 110 Community of practice (CoP)
Carnegie Mellon Software Engineering APQC model of best practice evolution,
Institute, 238 165 – 166
CBT. See Computer-based training defi ned, 145
Central Intelligence Agency (CIA), 291 evaluation of, 359 – 360
Chapparal Steel, 16 history of, 154 – 157
Characteristics of knowledge, 2 knowledge broker, 163
Chat rooms, 271, 281 – 285 Knowledge services, KSO (Knowledge
Chevron, 287, 345 – 347 Support Offi ce), 163