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- A Knowledge Infrastructure Hierarchy Model for Call Centre Processes
- This paper explores a process view of call centres and the knowledge infrastructures that support these processes. As Call centres grow and become more complex in their function and organisation so do the knowledge infrastructures required to support their size and complexity. The paper suggests a knowledge-based hierarchy of 'Advice-type'...
- White papers 2004-06-30
Additional Resources
- Improving Service Innovation Through Structured Process-Oriented Knowledge Infrastructure Design
- Formalised service innovation is a central tenet of enterprise systems lifecycle phases. Event driven process models extended with knowledge objects are found to be not useful in early lifecycle phases. When an upgrade is required, a map of the knowledge infrastructure is needed to better design further service innovation because...
- White papers 2005-05-23
- Minister of Industry Launches $2-Billion Knowledge Infrastructure Program
- The Honourable Tony Clement, Minister of Industry, today launched the Knowledge Infrastructure Program, a two-year $2-billion measure to support infrastructure enhancement at post-secondary institutions, including universities and community colleges, across Canada. The program will promote employment and provide economic stimulus, and create jobs for engineers, architects, tradespeople and technicians....
- Research articles 2009-03-09
- Minister of Industry Launches $2-Billion Knowledge Infrastructure Program.
- HALIFAX, NOVA SCOTIA, Mar 9, 2009 Marketwire via COMTEX -- The Honourable Tony Clement, Minister of Industry, today launched the Knowledge Infrastructure Program, a two-year $2-billion measure to support infrastructure enhancement at post-secondary institutions, including universities and community colleges, across Canada. The program...
- Research articles 2009-03-09
- Media Advisory: Minister of State Goodyear to Hold Media Teleconference on New Knowledge Infrastructure Program
- The Honourable Gary Goodyear, Minister of State Science and Technology, will hold a media teleconference to discuss the government's new Knowledge Infrastructure Program for upgrades to post-secondary institutions. This is part of the government's Economic Action Plan, which will help create jobs and stimulate the economy. Date: ...
- Research articles 2009-03-09
- Media Advisory: Minister of State Goodyear to Hold Media Teleconference on New Knowledge Infrastructure Program.
- OTTAWA, ONTARIO, Mar 9, 2009 Marketwire via COMTEX -- The Honourable Gary Goodyear, Minister of State Science and Technology, will hold a media teleconference to discuss the government's new Knowledge Infrastructure Program for upgrades to post-secondary institutions. This is part of the government's Economic...
- Research articles 2009-03-09
- Towards A Context-Sensitive Distributed Knowledge Management System For The Knowledge Organization
- Current Distributed Knowledge Management DKM efforts often consider the general difficult case when the knowledge can be inconsistent. This paper focuses on the particular case when the knowledge in a system is coherent, but at the same time can evolve dynamically. Even if only a small part of an organization's...
- White papers 2005-07-13
- Total Knowledge Management
- In the working world, true intellectual capital comes from a balanced combination of tacit and explicit knowledge. One of the keys to a successful knowledge strategy is, "a well-developed knowledge infrastructure" that includes "people and information" that is "readily accessible through computer and communications network." It is not just information....
- White papers 2002-05-01
- Knowledge Management: Dealing Intelligently With Knowledge
- The aim of knowledge management is the optimal organisation of the knowledge infrastructure in an organisation. As a result an organisation is able to operate flexibly in a turbulent environment without losing sight of its management objectives. Take the lead. Many organisations feel obliged to make changes in the way...
- White papers 2005-02-22
- Entopia Quantum Chosen as Finalist in eWEEK Excellence Awards 2003; Entopia's Bottom-up KM Software Recognized as Top Portals and Knowledge Management Technology
- Business Editors/High-Tech Writers BELMONT, Calif.--BUSINESS WIRE--March 13, 2003 Entopia, Inc.TM, an Enterprise Knowledge Infrastructure provider, today announced its Entopia Quantum 1.4 solution has been selected as one of three finalists in the Portals and Knowledge Management category of eWEEK's Excellence Awards 2003. As one of the finalists in...
- Research articles 2003-03-13
- Creating A Change Management Knowledge Infrastructure
- Learning is on a natural evolutionary path. Once understood, the path is predictable, and it will drive the vision, strategy and deployment for acquisition and distribution of knowledge. We're on the threshold of the next stage of evolution in learning. Those who can see it will be able to harness...
- White papers 2003-03-07
- Formulating an Organizational Knowledge Strategy: The Influence of Existing It Infrastructure
- This paper questions the influence of a pre-existing information technology IT infrastructure on the formulation of an organizational knowledge strategy. The author's draw on a classification of four different strategic views of IT infrastructure and explore how the historic investment in IT infrastructure enables and constrains the formulation of knowledge...
- White papers 2004-04-08
- Knowledge Management Capabilities & Infrastructure for e-Commerce
- Executives in leading organizations are increasingly recognizing that in order to maintain or gain competitive advantages, organizational knowledge needs to be managed for and integrated with their corporate e-commerce systems. This paper defines what capabilities will be required for enabling knowledge management, describes the various technology elements required for knowledge...
- White papers
- Project Management as a Knowledge Management Primer: The Learning Infrastructure in Knowledge-Intensive Organizations
- The digital economy is based on knowledge and the ultimate objective is the reinforcement of performance. The business strategy has been shifted from the management of tangible assets to intangible resources and the traditional competitive position of business is based on their capacity for effective action. The conclusion is that...
- White papers 2004-04-20
- Honda creates 'Brand Ambassadors' with Global Learning Infrastructure and solutions provider CERTPOINT; Enhanced knowledge sharing and training to help exceed customer expectations.
- M2 PRESSWIRE-28 January 2008-CERTPOINT: Honda creates 'Brand Ambassadors' with Global Learning Infrastructure and solutions provider CERTPOINT; Enhanced knowledge sharing and training to help exceed customer expectationsC1994-2008 M2 COMMUNICATIONS LTD RDATE:28012008 Global Learning Infrastructure and solutions specialist CERTPOINT has...
- Research articles 2008-01-28
- Honda creates 'Brand Ambassadors' with Global Learning Infrastructure and solutions provider CERTPOINT; Enhanced knowledge sharing and training to help exceed customer expectations.
- M2 PRESSWIRE-28 January 2008-CERTPOINT: Honda creates 'Brand Ambassadors' with Global Learning Infrastructure and solutions provider CERTPOINT; Enhanced knowledge sharing and training to help exceed customer expectationsC1994-2008 M2 COMMUNICATIONS LTD RDATE:28012008 Global Learning Infrastructure and solutions specialist CERTPOINT has...
- Research articles 2008-01-28
- Horizon wins major STGBP2.8 million (euro4.4 million) contract from Lloyds TSB Group to provide IP infrastructure for new banking portal initiative; Horizon to design and supply total IP portal infrastructure to share enterprise-wide knowledge with busine
- M2 PRESSWIRE-24 May 2001-HORIZON OPEN SYSTEMS: Horizon wins major STGBP2.8 million (euro4.4 million) contract from Lloyds TSB Group to provide IP infrastructure for new banking portal initiative; Horizon to design and supply total IP portal infrastructure to share enterprise-wide knowledge with business...
- Research articles 2001-05-24
- AUDI Licenses Hyperwave's Collaborative Knowledge Management System
- Business Editors BOSTON--BUSINESS WIRE--Dec. 17, 2001 eKnowledge Infrastructure Enables AUDI Employees to Answer Customer Queries Using Comprehensive Knowledge Database Hyperwave Information Management, Inc. today announced that AUDI has licensed its eKnowledge Infrastructure collaborative knowledge management system for the AUDI AG Customer Care Centre. As a...
- Research articles 2001-12-17
- Cyclades Opens New Training Center to Boost Knowledge of the Out-of-Band Infrastructure; Customers and Partners Learn About the Out-of-Band Infrastructure Through Comprehensive, Hands-On Training
- FREMONT, Calif. -- Cyclades Corporation, the leader in next-generation IT infrastructure management, today announced the opening of the industry's first out-of-band infrastructure OOBI technical training center for its customers and partners. The new training center offers a series of instructor-led courses specifically designed to increase knowledge of the OOBI and...
- Research articles 2005-08-01
- Computer Associates: Building a Strong Foundation for Knowledge Management
- Knowledge Management KM initiatives are becoming popular, yet misunderstandings remain about KM's goals and critical success factors. IDC research shows that retention of key expertise is the major business driver for KM. Supporting this goal requires a thorough understanding of which operational areas and processes will be affected and which...
- White papers 2001-07-05
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