Knowledge ManagementShort Case : Xerox

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Kelompok : 3Kelas : LE11

Case StudyIt is, of course, not enough to create rich environments where people can share. Xerox has lots of these: online Knowledge Universe with a catalog of best practices, chat rooms for CoPs, a company Yellow Pages and a section of the public Web site, Knowledge Street, devoted to promoting knowledge sharing. What are also required are good ideas, leadership, and motivated people. A few years ago, Jack Whalen, a sociologist, spent some time in a Xerox customer service call center outside Dallas studying how people used Eureka. The trouble was, employees were not using it. Management decided workers needed an incentive to change. To this end, they held a contest: workers could win points (convertible into cash) each time they solved a customer problem, by whatever means. The winner was an eight-year veteran named Carlos, who had more than 900 points. Carlos really knew his stuff and everyone else knew this too. Carlos never used the software. The runner-up however was a shock to everyone. Trish had been with the company only a few months, had no previous experience with copiers, and didn't even have the software on her machine. Yet her 600 points doubled the score of the third-place winner.

Case StudyHer secret: she sat right across from Carlos. She overheard him as he talked and she persuaded him to show her the inner workings of copiers during lunch breaks. She asked other colleagues for tips too. This story illustrates how knowledge gets shared. The point is not the software, but how many people can sit next to Carlos? There is no single best practice for sharing knowledge— both technology and subject matter experts are needed. And sometimes storytelling is the best way to transfer knowledge. Most managers see this as a waste of time, and concentrate on breaking up the coffee machine cliques. However, companies should make opportunities for storytelling at informal get-togethers that are loosely organized as an off-site meeting, and through videotapes and bragging sessions

Based on the Xerox’s short case, do you think “ providing incentive” is the best way for making KM

work in the organization? Why or Why not?

Question 1

O Provide an incentive or bonus is not the very best way or the bad way. Provide incentives or other way is an inducement, to workers in an organization can work better because they have a goal that can benefit themselves and because that goal they would be proud of the work that they reached.

Incentive Goal Improving knowledge

Knowledge Management indirectly been applied

Explain the benefits and limitations of using “storytelling” for capturing tacit

knowledge in the level of individual and group.

Question 2

O Benefits of using “storytelling” for capturing tacit knowledge in the level of individual and group

Conveying information in a story provides a rich context, remaining in the conscious memory longer and creating more memory traces than information not in context.

Stories can greatly increase organizational learning and communicate common values and rule sets.

Stories remain an excellent vehicle for capturing, coding, and transmitting valuable tacit knowledge

O Limitations of using “storytelling” for capturing tacit knowledge in the level of individual and group

While all stories are narratives, not all narratives are good knowledge-sharing stories. For example we use the example of movies that tell stories that are designed primarily to entertain and therefore need not necessarily be authentic or even believable.

“Trish had been with the company only a few months, had no previous experience with copiers, and didn't even have the software on her machine.” However,

Trish still win big points by using “storytelling” method. In your group opinion, do you think Eureka System

still important to be used? As a matter of fact, she did not use the system but she captured the knowledge.

Question 3

O Yes, Eureka System is E-Learning based system, so it can spread knowledge over the internet so everyone can get the knowledge easily, while storytelling need to share the knowledge by face to face. Therefore there are any possible that everyone cannot get that knowledge.

Search about “Eureka System and Xerox” in the internet, and write detail explanation about the use of Eureka System at Xerox.

Question 4

O Eureka is an application KM with the use of a combination of Oracle Database and web based system Docushare. Eureka contained in a collection of "knowledge" Xerox engineers worldwide. Through this Eureka Xerox engineers worldwide able to input their findings, share experiences or how to handle problems quickly and, no less important, the information can be searched easily.

Thank You