The New Economy Excellence Series New Economy Energy Unleashing Knowledge for Competitive Advantage Sultan Kermally JOHN WILEY & SONS, LTD Chichester • New York • Weinheim • Brisbane • Singapore • Toronto Copyright © 200I by John Wiley & Sons Ltd, Baffins Lane, Chichester, West Sussex pOI9 IUD, England National 01243 779777 International ( + 44) 1243 779777 e-mail (for orders and customer service enquiries):
[email protected] Visit our Home Page on http://www.wiley.co.uk or http://www.wiley.com Sultan Kermally has asserted his right under the Copyright, Designs and Patents Act, 1988, to be identified as the author of this work. All Rights Reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except under the terms of the Copyright, Designs and Patents Act 1988 or under the terms of a licence issued by the Copyright Licensing Agency, 90 Tottenham Court Road, London, UK W1P 4LP, without the permission in writing of the publisher and the copyright holder. Other Wiley Editorial Offices John Wiley & Sons, Inc., 605 Third Avenue, New York, NY 10158-0012, USA WILEY-VCH Verlag GmbH, Pappelallee 3, D-69469 Weinheim, Germany John Wiley & Sons Australia, Ltd, 33 Park Road, Milton, Queensland 4064, Australia John Wiley & Sons (Asia) Pte Ltd, 2 Clementi Loop #02-01, Jin Xing Distripark, Singapore 129809 John Wiley & Sons (Canada) Ltd, 22 Worcester Road, Rexdale, Ontario M9w I L I , Canada British Library Cataloguing in Publication Data A catalogue record for this book is available from the British Library ISBN 0-471-49963-3 Typeset in 11/14pt Garamond by Mayhew Typesetting, Rhayader, Powys Printed and bound in Great Britain by Antony Rowe Ltd, Chippenham, Wiltshire This book is printed on acid-free paper responsibly manufactured from sustainable forestry, in which at least two trees are planted for each one used for paper production. CONTENTS Introduction Chapter 1 About the author iv Acknowledgements v E-business energy: unleashing knowledge for competitive advantage Knowledge management: the main drivers 1 13 Chapter 2 E-business, strategy and new business models: Chapter 3 creating value for customers and shareholders Strategic assets of a knowledge-driven organisation Chapter 4 Chapter 5 Knowledge management is about people Managing talent 85 109 Chapter 6 Capturing knowledge for competitive advantage 129 Chapter 7 The role of