Gill Sugden

Managing and leveraging knowledge for organisational advantage

This paper focuses on two elements of process knowledge that we call sticky and fluid knowledge. Process knowledge, we argue, differs from the more commonly described tacit or explicit knowledge due to its domain specificity. Process knowledge is a potential source of competitive advantage for an organisation and is key to the development of intellectual capital for an organisation. Knowledge management is the operational means of delivering this intellectual capital value. From empirical research conducted, two cases are presented that illustrate process knowledge and its value and exploitation for the development of intellectual capital. The findings emphasise the necessity for a multiplicity of means for process knowledge transfer in order to ensure the widest possible distribution. In particular, in order to ensure that sticky process knowledge is transformed into fluid process knowledge, it is recommended that, communities and face2face discussions supplement knowledge exchanges via electronic networks.

Managing tacit knowledge in knowledge-intensive firms: is there a role for technology?

This chapter looks at two international and multisite management consultancies and contrasts how knowledge management initiatives in two organisations were organised and developed.

A Mixed Approach towards Formulating Global Marketing Strategies and Related E-Commerce Strategies: Group Judgment + a Fuzzy Expert System

This paper presents a three-stage mixed approach towards formulating global marketing strategies and related e-commerce strategies. Aiming at supporting the key stages of the strategy development process, the mixed approach combines the advantages of a fuzzy expert system with the strengths of judgment and intuition from a group of decision-makers. The overall value of the mixed approach is evaluated with 46 MSc students in Business IT and Information Management at a British business school. The evaluation findings suggest that the mixed approach is effective in terms of the 11 measurements used.