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Title: The KM technological infrastructure. Knowledge-Based Enterprise: Theories and Fundamentals
Authors: Wickramasinghe, Nilmini
Editors: Wickramasinghe, Nilmini
Von Lubitz, Dag
Other Authors: Von Lubitz, Dag
Keywords: Knowledge Management
Total Quality Management
Business Process Re-engineering
Supply Chain Management
Customer Relationship Management
Business Process Improvement
Information Management
Chair of Health Informatics Management, Epworth HealthCare, Victoria, Australia
Issue Date: 2007
Publisher: IGI Global
Abstract: Knowledge management activities typically span several and often interconnected business processes rather than focus exclusively on a specific business process. In order to fully appreciate how knowledge is embedded within these business processes we must first trace the historical development of information processing as well as several techniques that have developed in the manufacturing arena such as TQM (total quality management), BPR (business process re-engineering), SCM (supply chain management), and CRM (customer relationship management). Central to the understanding of knowledge within business processes is the ability to combine a process-oriented perspective of knowledge (i.e., an organization’s ability to learn from—and incorporate data, information, and/or knowledge embedded within) and generate by its processes with a product oriented perspective, or an organization’s ability to manage its knowledge asset as an output or valuable byproduct. At first, the difference may appear to be subtle but it is significant and once again relates to the multifaceted, complex nature of the knowledge construct itself. When examining business processes it is also useful to take what is called a “systems thinking” perspective of the organization. By doing so, this enables the identification of knowledge as both product and process. Thus, key management techniques of TQM (total quality management, BPR (business process re-engineering), SCM (supply chain management) and CRM customer relationship management) are only truly effective when combined with an understanding of how knowledge is embedded within various business processes and by then using this valuable knowledge asset to develop superior processes.
DOI: 10.4018/978-1-59904-237-4.ch006
ISBN: 9781599042374
Type: Chapter
Affiliated Organisations: Health Informatics
Illinois Institute of Technology, USA
Central Michigan University, USA
Appears in Collections:Health Informatics

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