Measuring the ROI of Knowledge Management

by Dave Snowden; Stan Garfield; James Gunn; Tim Hawley; Hélène Russell

• ISBN13: 9781783582686
• ISBN10: 1783582685
• eBook ISBN(s): 9781787427716
• Format: Nonspecific Binding
• Copyright: 2016-12-01
• Publisher: Ingram Publisher Services UK- Academic
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Table of Contents

Executive summary About the authors Chapter 1: Understanding the knowledge economy - Economic value drivers - Develop a competitive advantage - Measuring the value of knowledge Chapter 2: Knowledge management business case arguments - KM - It's the law/in the contract - Creating new markets - Creating a unique capability - Creating strategic advantage - Improving process productivity/incremental improvement 11 - Lessons learned programmes 13 - Encouraging knowledge sharing 14 - KM in support departments 15 Chapter 3: Using a Knowledge Audit as the basis for determining and driving the ROI of Knowledge Management - An introduction to using a Knowledge Audit - Designing the knowledge audit - K-Audit questions - K-Audit analysis - Determining the business benefits Chapter 4: The application of Artificial Intelligence to support the value of organisational knowledge and assist the knowledge ROI - The current marketplace - Benefit themes - Decision making - The importance of design - AI and business cases - AI adding extra value to knowledge - Summary Chapter 5: Measurement of KM projects - A practical guide for busy people - The value and difficulty of measuring - Where to start with KM measurement - Who: Understanding the audience for the measurement - How: Deciding on the practicalities of measurement - Summary Chapter 6: Believing in organisational progress using data and anecdotes - Social return on investment - Expanding the ROI approach - Conclusion Chapter 7: The case against ROI for knowledge management - The right focus - Literature review Chapter 8: Winning the war by avoiding the battles - Focusing on the I in ROI - Embedded KM - Design to zero - Reuse what exists - DIY KM - Summary Chapter 9: An ecological approach to understanding impact in knowledge management practice - Key scientific insights - New ways of thinking and acting - Conclusion