Stealth KM
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Stealth KM Winning Knowledge Management Strategies for the Public Sector
Niall Sinclair
AMSTERDAM • BOSTON • HEIDELBERG • LONDON NEW YORK • OXFORD • PARIS • SAN DIEGO SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO Butterworth Heinemann is an imprint of Elsevier
Butterworth–Heinemann is an imprint of Elsevier 30 Corporate Drive, Suite 400, Burlington, MA 01803, USA Linacre House, Jordan Hill, Oxford OX2 8DP, UK Copyright © 2006, Elsevier Inc. 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, or otherwise, without the prior written permission of the publisher. Permissions may be sought directly from Elsevier’s Science & Technology Rights Department in Oxford, UK: phone: (+44) 1865 843830, fax: (+44) 1865 853333, E-mail:
[email protected] You may also complete your request on-line via the Elsevier homepage (http://elsevier.com), by selecting “Support & Contact” then “Copyright and Permission” and then “Obtaining Permissions.” Recognizing the importance of preserving what has been written, Elsevier prints its books on acid-free paper whenever possible. Library of Congress Cataloging-in-Publication Data Sinclair, Niall. Stealth KM : winning knowledge management strategies for the public sector / Niall Sinclair.– 1st ed. p. cm. Includes bibliographical references and index. ISBN 0-7506-7931-X 1. Knowledge management. 2. Organizational learning. I. Title. HD30.2.S58 2006 658.4’038–dc22 2005023727 British Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library. ISBN 13: 978-0-7506-7931-2 ISBN 10: 0-7506-7931-X For information on all Butterworth–Heinemann publications visit our Web site at www.books.elsevier.com Printed in the United States of America 06 07 08 09 10 10 9 8 7 6 5 4 3 2 1
To my inspiration and lifelong companion, Nikki, and to my wonderful children, Patrick, Keri, Holly and Calum, who have taught me more than I could ever have imagined. And to all the friends and great people I have known, particularly those whose generosity of spirit and sharing of their wisdom have made the journey a thing of fun.
Contents Acknowledgments Preface
viii ix
PART I Chapter 1 Chapter 2
KM IS DEAD, LONG LIVE KM The Problem with Governments The Problem with Knowledge Management
1 3 13
PART II Chapter 3
THE PATH OF LEAST RESISTANCE Marketing Knowledge Management Successfully Aligning Knowledge Management with the Organization Deploying Knowledge Management in the Organization Measuring Knowledge Management in the Organization
21
Chapter 4 Chapter 5 Chapter 6
PART III Chapter 7 Chapter 8
MAKING THE CONNECTION: LESSONS FROM THE FRONT LINE Lessons Learned: Some the Hard Way Successful Knowledge Management: Case Studies from the Public Sector vi
23 47 69 91
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