ACME Case Study Information Systems

Transcription

1 ACME Case Study Information Systems presented to the Graduate School of Business of the University of Stellenbosch in partial fulfilment of the requirements for the degree of Master of Business Administration by FLORIAN BÖHLANDT Subject: Information Systems Management Lecturer: Prof. Louis Fourie Date: 24 August 2006

2 ACME Case Study Report for Information Systems Management STUDENT NUMBER : SURNAME: Boehlandt TELEPHONE NUMBER: SUBJECT: Information Systems Management NUMBER OF PAGES 25 (INCLUDING THIS PAGE) LECTURER: Prof. Louis Fourie COURSE: MBA FULL-TIME 2006 DUE DATE : 28/08/2006 Confidentiality : none CERTIFICATION I certify the content of the assignment to be my own and original work and that all sources have been accurately reported and acknowledged, and that this document has not previously been submitted in its entirety or in part at any educational establishment. Florian Böhlandt VIR KANTOORGEBRUIK / FOR OFFICE USE DATUM ONTVANG: DATE RECEIVED :

3 Table of Contents 1. Introduction Knowledge Management approaches Network Models Cognitive Models Community Models Philosophical models Knowledge management Techniques Groupware systems Content oriented systems Artificial intelligence based systems Business Structure of ACME General information Infrastructure and Knowledge Management Knowledge Management strategy Persons/ Business units in charge Current corporate structure s effect on Knowledge Management ACME s Current Knowledge Management System Existing Knowledge Management Management Information Systems Corporate Competitive Intelligence Data Warehousing Business Intelligence WEB Technology Document Management Instant Messaging Collaborative Team Spaces Assessment and Recommendations Applications Processes Roles and Responsibilities Management Tools Electronic Communication Best Practice Centralised customer database Connect Employee Performance Plans to the proper use of KM systems KM awareness Conclusion References Appendix A.... i Appendix B.... ii

4 1 Knowledge Management 1. Introduction Knowledge comes from learning, the learning results the internalisation of information, data, and experience. Knowledge can be found in two forms tacit and explicit. Tacit Knowledge is of a personal nature, knowledge which is resident within the mind, behaviour and perceptions of individual. Explicit Knowledge is of a more formal nature, it has been recorded; it may be systematic knowledge in the form of scientific formulae, procedures, rules, organisational archives, principles, etc. Explicit knowledge and can be accessed, transmitted, or saved electronically or physically in the form of a hard copy. (Stuhlman, 2006) When companies or organisations use knowledge in the performance of their functions or operations they may be classified as knowledge companies. Knowledge companies or knowledge organisations generally have one thing in common--they employ knowledge workers. These are usually highly educated professionals whose work consists of converting information into knowledge. (Sveiby, 1997:19) It is argued by Stewart that you would be hard-pressed to find a single industry, company or organisation of any kind, that has not become more information-intensive. This he defines as being dependent on knowledge as a source of what attracts customers and clients and on information technology as a means of running the place. (1988: 18) Skyrme supports this view by stating that information and knowledge are pervading all sectors of industry as well as creating new industries based around them (2001: 12) We may therefore assume that knowledge is an inherent part of most companies or organisations in society today. According to Myers for such knowledge to provide a competitive advantage to the company it must be independent from any given individual. (1996: 2). He continues that it is only possible to identify and manage organisational knowledge only to the extent it has been captured by an organisation s systems, processes, products, rules, and culture. Knowledge management is the collective term

5 2 used to describe this identification and management of knowledge within a company or organisation. Figure 1: Hype Cycle for the High-Performance Workplace, 2005 Source: Gartner (July 2005) The term Gartner (2005: 4) uses to describe the work environments of organisation which effectively facilitates the uses of knowledge management is high-performance workplaces (HPWs). According to Gartner HPW augment the capabilities of their skilled staffs for activities such as exploring data, developing innovative processes or products, and working with suppliers to respond to requests for proposals. This support helps workers locate the right people, find the right content, support the right communication channels and focus on maximising the creativity and contribution of other

6 3 workers. Gartner continues that HPW have diverse needs which necessitates the integration of a broad range of technologies, including business intelligence, collaboration support, business process management, content and knowledge management, communications, e-learning, productivity tools, and the physical workplace and related infrastructure. From the Hype Cycle for the High-Performance Workplace as depicted in Figure 1, it can be seen that KM has reached maturity indicating wide spread acceptance by the business community. The purpose of this document is in the first instance to explore the different approaches to knowledge management and evaluate different tools available to implement these approaches in South Africa. In the second instance it is to investigate the use of Knowledge Management within the context of a South African company, ACME. Finally recommendations will be made as to future possibilities available to ACME. To gain insight into the use of Knowledge Management at ACME an interview was arranged with Marié Arnoldi on Tuesday the 15th of August at 14h00. (marie.arnoldi@acme.co.za ; Tel: ) Marié is the head of Group Web Strategy and Governance, ACME Group Marketing & Communications. Prior to or meeting, on Marié s request, our definition and understanding of Knowledge management was sent to her so that she may have a better understanding of our requirements. A copy of the which was sent to her in this regard is included in Appendix A. Further the list of questions which we were to use as the basis for our interview was submitted to her via ed prior to our meeting; this list of questions can be found in Appendix B. All members of the group where present at the meeting which was held at ACME s Head Office in Bellville. 2. Knowledge Management approaches There are different approaches of how to manage knowledge. First of all one can differ between first and second generation of knowledge management. First generation deals

7 4 with sharing existing knowledge like most document management systems do. Second generation knowledge management, in contradistinction to the first generation, is more about knowledge generation. Second generation knowledge management systems try to take existing knowledge through a cycle of feedback and refinement. Knowledge that has been stored in the system will stay updated and increase incrementally. An example for this kind of knowledge management systems would be the online encyclopaedia Wikipedia, where somebody starts to write down his knowledge of a topic and everybody that reads this information is free to add some of his knowledge or to correct mistakes. First and second generation knowledge management can be further segmented into subcategories. Most of today s models are founded on the model developed by Nonaka and Takeuchi (1995). Their model describes the forming of knowledge as a continuous transformation from tacit to explicit knowledge and the other way around. Hence, internal tacit knowledge is externalised by a KM system, so that it can be stored and therefore becomes explicit knowledge. Explicit knowledge can be shared by others, who use it to enhance their own understanding and knowledge. Thus, earned knowledge becomes tacit knowledge again, which again should be externalised. The following figure describes the Knowledge Management Lifecycle. Figure 2: The SECI model Source: Nonaka & Takeuchi (1995) Depicted below is a summery of Grey s (2003) interpretation of Kakabads s four different models: network models, community models, cognitive models, and philosophical models.

8 5 Figure 3: Quantum KM model Source: Grey (2003) 2.1 Network Models Network orientated knowledge management systems concentrate on horizontal sharing, transfer, acquisition and relations. Knowledge often resides in social networks of actors, which are connected by boundary spanners. The awareness of how external factors influence the group is a key driver of these networks. The awareness of how external drivers interact with each other in order to create knowledge capital is essential to maintaining the existence of these networks. The actors popularly use internet tools or telephone as communication channels. 2.2 Cognitive Models Knowledge is a crucial asset of knowledge based organisations and has to be captured, stored, represented, measured, disseminated and represented very carefully. Value adding to this knowledge occurs through cyclic use of this stored knowledge. The main focus of these systems is on the reuse, standardisation and replication of stored knowledge. The main threat of these systems it the removal of outdated knowledge, as well as finding a balance between exploration and exploitation. Some keywords of cognitive knowledge management systems are best practices, avoiding pitfalls and lessons learned. 2.3 Community Models Community Models have recognised that there is a very strong relationship between selforganisation, continuous learning and informal exchanges for knowledge stewardship. The knowledge spreads throughout these communities and is contained within the way

9 6 participating people think and interpret it. These people share the same language and share repetitive working solutions via storytelling. 2.4 Philosophical models The philosophical model is based on deep questioning and an interactive Socratic dialog within a strategic context. It requires the continual inquiry into, and questioning of the behaviour of competitors, markets and internal processes. This method does not necessarily require a lot of technology. Its main focus is rather on the personalisation than on codification of the knowledge. The key drivers of this method are deep reflection, open communication, creativity and the justification of beliefs. 2.5 Knowledge management Techniques Groupware systems Groupware systems can be described as systems that help people to interact within organisations. According to Wikipedia (2006), one can discriminate three different types of interaction: conversations, transactions, and collaborations. For each of them there are different types of tools, which can make the interaction easier. Conversation tools Tools that make conversation and thus knowledge transfer easier are for example systems, instant messengers, faxing, voice mailing or web publishing. These tools help to exchange knowledge effectively and efficiently. The main disadvantage of this kind of tools is that the knowledge transferred over these channels is seldom stored in data repositories, making it cumbersome to retrieve. Conferencing tools These kinds of tools are used to share knowledge in a different, more interactive way. Some conferencing tools that can be given as examples are tools like application sharing tools, data conferencing tools, voice or video conferencing tools, discussion boards and chat rooms. The same disadvantages which apply to conversation tools, pertain to most of the conferencing tools as well. However, some of them, like discussion boards, are quite well suited for future information retrieval.

10 7 Collaborative tools Examples for collaborative tools are electronic calendars, project management systems or workflow systems. All these tools help to organise and synchronise the work of people within an organisation Content oriented systems All systems that are focussed on the storage and retrieval of content can be summarised as content-orientated systems. These systems can be organised in different groups. Document management systems Document management systems deal with various forms of documents. Therefore they normally consist of different components. These components are capturing, indexing, storage, retrieval, distribution, security, collaboration, versioning, metadata and integration. Content management systems Content management systems are closely related to document management systems, but they are more focused on the lifecycle of digitalised information, which normally consists of six phases: create, update, publish, translate, archive and retire. Portal systems Portal systems allow users centralised and personalised access to all information and services of an organisation. A limitation of portal systems could be that they are constrained to selected groups or individuals by means of authorisation Artificial intelligence based systems Artificial intelligence is a part of computer science that deals with intelligent behaviour of computer programs or machines, so they can plan in advance or even learn from mistakes. Systems that are based on this technology are expert systems, intelligent agents, or text mining systems. Expert systems Expert systems can help by using reasoning capabilities to reach a conclusion. Dissimilar to humans, an expert system is able to process very huge amounts of information and

11 8 provide conclusions based on them. When it comes to KM, expert systems can help to store and retrieve knowledge within a company. Intelligent agents Contrary to expert systems, intelligent agents attempt to act autonomously and can learn from and improve their interaction with the environment. Intelligent agents can be used to monitor company figures, report critical changes and observe prices for raw materials. Agents search data warehouses for correlations between data. 3. Business Structure of ACME 3.1 General information ACME is a leading financial services group in South Africa. By the end of 2005 the company employed around 9500 employees and had R353 billion of assets under management and administration. The head office of ACME is in Bellville in the Western Cape. The company is listed on the Johannesburg Stock Exchange (JSE) since ACME is divided in four business clusters and the corporate head office. The four business clusters are as follows: Life insurance o ACME Personal Finance o ACME Employee Benefits Investment o ACME Investment Management o ACME Capital Markets Short-term insurance (Santam) Independent financial services The following business strategy is a quotation from ACME s website: Our vision to be the leader in wealth creation supports the definition of ACME as a group of businesses focussed on building, preserving and growing wealth for our clients. ACME will continue to focus on four key pillars of its strategy in They are

12 9 the optimisation of the Group's capital structure pursuit of growth opportunities continued tightening of its grip on cost structures and The transformation of ACME's human resources capital and business philosophy in building a world-class financial services organisation 3.2 Infrastructure and Knowledge Management Knowledge Management strategy ACME s Information Technology strategy is driven from group level. At this group level, there are four people responsible for setting and maintaining strategic objectives. ACME has an Enterprise Information Strategy, which it has customised from the Gartner Group s generalised Information Strategy layout Persons/ Business units in charge At present, no individual or team of individuals are responsible for setting strategic Knowledge Management strategy or objectives apart from the Enterprise Information System. Additionally, at corporate level, no individual is responsible for driving Knowledge Management throughout the organisation per se Current corporate structure s effect on Knowledge Management ACME is based on a federated business structure. Decisions for IT systems and the implementation of those are usually driven by Group IT. Nevertheless, decisions concerning one particular system have to be shared throughout the company; hence, every business cluster has to agree on the decision. As the contribution of the clusters towards group income is very diverse, the power to support or deny a decision is not equally distributed. The biggest cluster, Life Insurance with ACME Personal Finance has a lot of power to support or deny a decision. In order to come to a conclusion, the support of ACME Personal Finance is necessary. That creates

13 10 the problem of differences between decisions from Corporate Finance and ACME Personal Finance. 4. ACME s Current Knowledge Management System 4.1 Existing Knowledge Management Implementation of Knowledge Management systems have historically been driven by operational requirements; justified by business cases motivated by operational divisions. On an ad-hock basis these systems have been purchased or developed, and implemented to suite the specific requirements within the different operational divisions. The result of the above strategy of systems development is that, on an operational level, managers have access to function specific, explicit information. The information provided by the systems has generally been of a nature designed to assists managers in the execution of their management tasks. Apart from Management Information Systems discussed below there is however, on a strategic level, a void with regard to ready access to knowledge via Knowledge Based Systems. An exception to this is the Corporate Competitive Intelligence System. Following is a description of some of the key elements of the different applications which combine to form the basis for Knowledge Management within ACME Management Information Systems Management Information Systems have mostly been the result of IT Initiatives. Unfortunately the different Management Information Systems within ACME are not aligned. Notwithstanding these systems have sufficient functionality and integrity to support decision making at corporate level in specialised areas Corporate Competitive Intelligence The Competitive Intelligence department is a relatively young department. It was established about one year ago and has three people employed on a full time basis. The department uses its Knowledge Management systems to integrate information on competition in a unified manner. This information is distributed to relevant stakeholders

14 11 in strategic positions throughout the organisation. The presentation of the information is in the form of reporting which is regarded to be presented in an efficient and useful format. This usability combined with a good interface and effective education and training of users are cited as primary reasons for the system gaining acceptance throughout the organisation. It is felt that the use of the system is now starting to show benefits and assist management in decision making right up to strategic level Data Warehousing ACME Personal Finance has implemented the most comprehensive Data Warehouse within the group. Of importance is that all the data is resident within one logical system. However, due to the historic nature of the population of the data is now in a state which requires a considerable amount of cleaning. One of the objectives of the new Infrastructure is to perform the cleansing of the data within the Data Warehouse. Meta data in at present in its infancy stage, especially with regard to, for example, tagging of data. This issue is also addressed within the new Infrastructure Business Intelligence Business Intelligence is performed on a more ad-hock than structured basis. Frequently the data queries from the operational divisions are customised by the IT department with the aid of querying tools to provide specific information to specific problems. Two areas of Business Intelligence have been identified as specific focus areas and will be improved in the future; they include client centricity and efficient handling of capital. This will assist to transform the company and culture Web Technology The use of the Web technology includes a comprehensive Intranet for use of the organisations internal staff and an Extra net for use of Intermediaries. Both the Intranet and Extranet provide comprehensive content management, organising and facilitating collaborative creation of documents and other content. ACME s Web Technology has incorporated user personalisation which allows the web user to customise the content, layout and language of their own personal web portal.

15 12 Search capabilities are included in the architecture but are limited to specific functional areas, at present there is no enterprise wide search facilities. Meta data searching is not supported in any meaningful manner Document Management Currently a very robust Content Management system from IBM is being implemented. According to IBM its enterprise content management software and solutions support multiple information types - such as images, documents, , and e-records - and provide the appropriate content, based on user intent and relevancy Instant Messaging Instant messaging has been rolled out and is now successfully in place. It appears that the functionality was acquired by default and the implementation was the initiative of the Information Technology department. Users seem to have been caught by surprise by its appearance, but are finding it useful and are starting to use it with more frequency. The advantage of instant messaging is that no effort is required to locate colleagues, especially in a dynamic work environment Collaborative Team Spaces Collaborative team spaces are facilitated using Microsoft s SharePoint Portal Services. With this software teams of individuals are able co collaborate and share information in a efficient and convenient manner. Unfortunately at ACME this software is poorly managed with the result that it is not being used to its fullest potential As intuitive as it may seem ACME does not operate on one platform. ACME Personal Finance division uses Lotus Notes, which accounts for about eighty percent of users, and the rest of the organisation uses Microsoft s Outlook. Much discussion and effort is being done to migrate to one standard group wide platform, namely Outlook. To illustrate the degree of complexity and user buy-in required an example was given of a migration of users, within ACME Personal Finance, from Lotus Notes to Outlook only to be reversed later and re-migrated back from Outlook to Lotus Notes.

16 13 5. Assessment and Recommendations We used Gartner s Knowledge Management (KM) maturity model to assess ACME s current positioning within the knowledge management framework (Gartner 2006a). Gartner identified three pillars of knowledge management as indicators of KM maturity: Strategy and intent, infrastructure, and knowledge sources (making use of people skills). The company demonstrates the willingness to improve its current knowledge management strategy for its four distinct branches. However, ACME realises that the implementation of a holistic and centralised KM is a long term goal. Thus, the company focuses on knowledge management at the level of the individual business unit (contrary to a corporate level approach). In practice, ACME needed to develop individual knowledge management systems for each of its corporate branches (Corporate Head Office, ACME personal finance, ACME investment management, independent financial services [Innofin] and Short-term Insurance [Santam]). In addition, management has to decide which KM functions can be centralised at the corporate level to avoid redundancy. ACME current infrastructure can be evaluated according to four different determinants: 5.1 Applications The following KM applications are deployed within ACME: Document Management System: documents are managed and stored at the company level. There is no central data warehouse at the corporate level to manage the storage and retrieval of documents. Similarly, although guidelines exist to align data/documents formats used throughout the corporation, they have not yet been fully implemented Business Intelligence: intelligence is collected from different sources and processed at the corporate level. The information can be accessed from any workstation in the corporate environment. In addition, business intelligence is automatically categorised and subsequently distributed to experts within the organisation

17 14 Internet Portals: Several internet portals exist that allow varying levels of entry to corporate information. All four corporate units have separate internet and intranet access portals. The four portals are not interconnected, but act as individual entities. Consequently, enterprise wide search applications are difficult to implement management: Two systems (Microsoft Outlook and Lotus Notes) are currently installed at ACME. Hence, stored electronic mail cannot be easily transferred from one system to another All the necessary applications for successful KM are in place. However, most systems act independently from one another and do not share a common platform at the head corporate level. 5.2 Processes Processes are defined at the company level. Thus, different KM processes exist at different ACME branches. Best practice will usually be employed throughout the organisation (example: business intelligence). Current processes support the company s decentralised network system strategy. The four ACME branches act as separate entities. In consequence, unique KM processes are defined to support each of the branches strategy. The decentralised KM strategy of ACME results in a certain level of redundancy. This issue has been addressed in the new information strategy. 5.3 Roles and Responsibilities ACME does not have a knowledge management officer who would clearly define KM responsibilities at the corporate level. However, information officers outline the responsibilities and roles of employees at the company level. Employees are required to comply with security and responsibility guidelines when using ACME s information resources. A customer relationship manager is responsible for maintaining and improving customer contacts. The manager operates from ACME s head office and is in charge of defining the company s customer relationship management strategy.

18 Management Tools The company uses its business intelligence reports extensively for decision support. Relevant information is automatically conveyed to the responsible managers, allowing them to base their daily decisions on live market data. + ACME s main objective is to align its KM systems with the corporate strategy, whilst allowing for some flexibility of the systems in each of its four branches. A new information systems structure will help to achieve increased software integration, data conformity, optimised storage and use of existing information, as well as a higher usage rate of internet and intranet resources by employees. At its current stage, ACME s KM is at the third level of maturity (well defined KM strategy). There is high awareness within the company of the benefits and importance of KM. KM processes and shared infrastructure is continuously used throughout the company. Some support is being centralised at the head corporate office. Scope of Three Pillars Continual Improvement Sanlam Non-Existent Initial Repeatable Defined Managed Optimized Level of KM Maturity Figure 4: KM Maturity Model Source: Gartner 2006a We make the following recommendations, with reference to Gartner (2006b), in order to help ACME to successfully implement the new IS and KM strategy.

19 Electronic Communication The flow of information within ACME should be standardised. For that reason, we support their intention to migrate from Lotus Notes to Microsoft Outlook as a common E- mail platform. Firstly, Outlook is part of MS Office. Data can be easily transferred to and from existing Office applications such as Excel and Access. Secondly, Outlook is the more widely used platform throughout the company and hence with ACME s customers. Thus, communication within the company and with the company s customers would be facilitated, if just one system were in place. Thirdly, Outlook shares a similar user interface as other MS office applications. In consequence, little employee training would be required. 5.6 Best Practice Using ACME s existing Business Intelligence (BI) processes as a best practice example of how to implement KM within the organisation. Other KM applications could be modified to match the successful implementation/integration of BI systems. More importantly, existing BI systems can be used to assess what KM applications may be centralised at the corporate head office. These applications include the planned centralised document management system and a corporate internet/intranet portal that allows authorised access to the four ACME branches. In the medium term, the company should consider creating a full-time KM officer position at corporate level. This would allow ACME to bundle its KM development efforts and to reduce redundant workloads in the transition process. In addition, the KM officer can formulate the company s long-term strategy and plan for a fully centralised implementation of KM. An additional objective of the KM officer would be to coordinate and plan the actions of similarly important functions on the company level, such as CRM and the collection of market intelligence.

20 Centralised customer database All available customer information can be stored in predefined data formats in the central head office databases. Information can then be accessed via the intranet from any workstation within the corporation. This reduces the load of data storage on different servers and allows different branches of ACME to cross-sell products to their clients. Similarly, the company can make the transition from offering single services to providing holistic financial solutions to its clients. Collaborative documents allow input from several of ACME s branches to create centralised information that is of relevance to all of the company s operations. Data centralisation must be seen as a long-term goal (can only be achieved, after all of ACME s branches are fully integrated). At the same time, a centralised data warehouse should allow project managers to gain access to past project records of other ACME branches, reducing project costs and redundancy. Collaborative processes, including collaborative team work and workflows, as well as the sharing of expert knowledge are further benefits of a centralised data warehouse. 5.8 Connect Employee Performance Plans to the proper use of KM systems In order to implement ACME s new IS strategy, the appropriate use of KM systems should be part of employee performance appraisals. In more detail, responsible use of information sources and network resources, collaboration within the corporate network and contribution of knowledge can be assessed through personal balanced scorecards. Variable remuneration components can be tied to the successful implementation of KM processes at the company, departmental and individual level. Correspondingly, the exercise of operational excellence (e.g. BI processes) should be included in performance appraisals. 5.9 KM awareness Employee buy-in to ACME s IS strategy can only be achieved through executive and managerial support. The company s head corporate office should be the leading driver in strategy implementation. Best practices can be used at the corporate level as a guideline

21 18 for ACME s distinct branches of how to implement IS and KM systems. Key processes, KM objectives and performance measures should be defined at the head office and filtered through the organisation. 6. Conclusion Knowledge Management requires a multi-disciplined and holistic approach in order to add real value to an organization. Overall, ACME s current approach to Knowledge Management is informal. The company s culture supports knowledge creation within corporate clusters/silos. Management supports the group-wide sharing of knowledge. However, information systems are not mature enough to facilitate the effective flow of knowledge and communication. The company s new information strategy supports a topdown approach, whereby all new developments are developed according to determined guidelines and specifications. Although the transition process may seem to be taking a long time, this is not a process which should be rushed. With ACME s new information strategy and the recommendations we made in section 5, the company will enhance its competitive advantage with reference to the use of knowledge management.

22 19 References Gartner Hype Cycle for the High-Performance Workplace. Gartner. 25 July [Online] Available 25 August Gartner. 2006a. A Knowledge Management Maturity Model Explains Where You're Going and How to Get There. Gartner. 02 February [Online] Available 25 August Gartner. 2006b. Six Practices Can Increase Use of Your Knowledge Management Program. Gartner. 24 January [Online] Available 25 August Grey, D KM Models - mix & match. [Online]. Available: 24 August Myers, P.S Knowledge Management and Organizational Design. Newton: Butterworth-Heinemann. Nonaka, I. & Takeuchi, H The Knowledge-Creating Company. Oxford: Oxford Univ. Press. ACME, Who are we [Online] Available: 25 August 2006 ACME, Business Strategy [Online] Available: ategy.htm 25 August 2006

23 20 ACME, Group Structure [Online] Available: hthjec5lflezod5mkuxya267qp2wijgdkdbpfrccz7dsp2qa/e2005ar_18_structure.pdf 25 August 2006 ACME, Annual Report 2005 [Online] Available: wptaswgq64lcqslzwahay7jtzz2ucynxamqzpnx4iq52dvbga/e2005ar.pdf 25 August 2006 Skyrme, D.J Knowledge Networking. Creating the Collaborative Enterprise. Oxford: Butterworth-Heinemann. Stewart, T.A Intellectual Capital. The new Wealth of Organisations. London: Nicholas Brealey Publishing. Stuhlman, D.D Knowledge Management Terms. [Online]. Available: 27 July Sveiby, K.E The New Organizational Wealth. San Francisco: Berrett-Koehler Publishers. Wikipedia Groupware and collaborative systems. [Online] Available: 22 August 2006

24 i Appendix A. Extract of communication with Marié Arnoldi explaining our interpretation of knowledge management: >>> The following bit of text is cut out of the draft version of the introduction to our assignment, I think it will give you a better idea as to where we are going with the project...."we may therefore assume that knowledge is an inherent part of most companies or organisations in society today. According to Myers for such knowledge to provide a competitive advantage to the company it must be independent from any given individual. (1996: 2). He continues that it is only possible to identify and manage organisational knowledge only to the extent it has been captured by an organisation s systems, processes, products, rules, and culture. Knowledge management is the collective term used to describe this identification and management of knowledge within a company or organisation. The purpose of this document is in the first instance to explore the different approaches to knowledge management and evaluate different tools available to implement these approaches in South Africa. In the second instance it is to investigate the use of these approaches within the context of a South African company, ACME" I hope this gives you a better idea of how we define knowledge management. <<<

25 ii Appendix B. ACME Questions 1. Briefly describe the present IS situation and ACME s particular needs with regard to IS. (In general terms) 2. To what extent does ACME use Knowledge Management, in general terms? 3. Which components/systems do you know of that are implemented? 4. How well do the systems function on an operational level? 5. What are the successes of the different systems? 6. Are there any glaring downsides? 7. Do you know of any major implementation problems experienced? 8. How well does Knowledge Management deliver on original objectives (strategic, tactical & operational level)? 9. Does the systems support management in decision making? 10. How well does current Knowledge Management systems integrate with other system?