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Essay / Research Paper Abstract
This 20 page paper is written in 5 parts. The first considers the similarities and differences in projects to implement knowledge management at Frito-Lay and StepTwo. The second part examines the use of customer relationship management, what it is, its functionally and the way it is used. The third section looks at the digital divide, what it is and hw it is and could be dealt with. The forth section examines the range of services that smaller businesses may be offered by knowledge management consultants helping them to choose of the peg software packages. The last part of the paper reflects on what may have been learned abut knowledge management by the study. The bibliography cites 20 sources.
Page Count:
20 pages (~225 words per page)
File: TS14_TEKMqu01.rtf
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Unformatted sample text from the term paper:
there were some needs which were the same, but there were also major differences and in looking at what they both determined to be knowledge management by looking at these
cases there were different definition. StepTwo were working for the Roads and Traffic Authority and the aim they have is to manage and organisation the knowledge so that it
is in a useful format that is easily accessible. The source of the data appears to be all of the existing documents even if they are spread about. The role
of the system is to bring together all of the knowledge into ways that are accessible to the front of line staff (Robertson, 2001). If we look at Frito-Lay
there does appear to be some agreement. There is an agreement that there is the need to manage the knowledge that is already in the files and known to the
company, such as the different sales patterns, and managing this so it can be accessed more easily. This can be seen as broadly similar to the way StepTwo looked at
extracting and managing the information for the RTA, even with the slight difference in the user group definitions. However there is
also an additional aspect, knowledge is not limited to the exiting in company sources and part of the knowledge management project in the case of Frito-Lay there was also the
attempt to harness internal knowledge and create a team based form of collaboration. As such there was the attempt to manage a different form of knowledge, that which was in
the heads of the employees and could be captured and as such managed, resulting in a broader definition of knowledge management. If we look at the problems that were
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