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Track K: Knowledge & Innovation in Service Organizations Wednesday 9:45-11:00 – Guyacan Room. Managing organizational networks and knowledge transfer in a global service company. Alexandre Perrin PhD Student. Tracy Stanley Knowledge Manager. Nicolas Rolland Professor.

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managing organizational networks and knowledge transfer in a global service company

Track K: Knowledge & Innovation in Service Organizations

Wednesday 9:45-11:00 – Guyacan Room

Managing organizational networks and knowledge transfer in a global service company

Alexandre Perrin

PhD Student

Tracy Stanley

Knowledge Manager

Nicolas Rolland

Professor

1 issues raised by the article
1. Issues raised by the article
  • Why are some firms able to enhance and to maximize knowledge residing in the whole organization while others are not?
    • Theory of the Resource Based View of the firm (RBV)
  • How an organization can manage organizational networks and knowledge transfer?
    • Knowledge Management Strategies (KMS)
  • What is the role of Communities of Practice to integrate knowledge in a global service company?
    • Communities of Practice (CoPs)
2 methodology
2. Methodology
  • Qualitative Research: Case study in Amadeus
    • 31 interviews in 28 European and Latin America services were conducted by the ‘Knowledge Manager’ of Amadeus (Sophia Antipolis – France) during two years.
    • To evaluate the effectiveness of a best practice transfer program in the Marketing division.
    • To assess the needs for Communities of Practice.
  • Quantitative Research
    • The Collaborative Climate Index (developed by Sveiby & Simmons, 2002) on Communities of Practice in Amadeus.
    • Survey on 92 firms (Rolland, 2004) on Knowledge Management Strategies outside Amadeus.
3 results
3. Results
  • Transfer of Best Practices
    • Critical importance of face-to-face communication (technology should be limited as an enabler)
    • Complexity of factors that impact knowledge transfer (especially cultural factors)
    • Need for tackling knowledge transfer barriers
  • Communities of Practice
    • Lack of commitment from top management has “helped” the development of transfunctional communities.
    • Networks of people are disconnected from each other with each others.

Need for a Knowledge Manager who ‘re-plugs’ networks of people

4 discussion the role of knowledge management
4. Discussion: The role of Knowledge Management
  • Knowledge Managers encourage and initiate investments in information technology as well as in the social environment.
  • Communities of Practice help to develop the appropriate relationships and context that allow knowledge to flow between those who have knowledge and those who require it.
  • Knowledge Management practices have shifted to socialization
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