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Linking e-business and operating processes: The role of knowledge management

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4 Author(s)
Fahey, L. ; 115 Lincoln Street, Needham, Massachusetts 02492, USA ; Srivastava, R. ; Sharon, J.S. ; Smith, D.E.

The new business landscape ushered in by e-business has revolutionized business operations but, to date, has not integrated well with internal knowledge management initiatives. Through the development of e-business focused knowledge, organizations can accomplish three critical tasks: (1) evaluate what type of work organizations are doing in the e-business environment (know-what); (2) understand how they are doing it (know-how); and (3) determine why certain practices and companies are likely to undergo change for the foreseeable future (know-why). In this paper we take a process perspective and reflect upon the value e-business knowledge contributes in the enhancement of three core operating processes: customer relationship management, supply chain management, and product development management. Understanding how e-business impacts these core processes and the subprocesses within them, and then leveraging that knowledge to enhance these processes, is key to an organization's success in deriving superior marketplace results. In this paper, therefore, we highlight the central role knowledge management plays in diagnosing and managing e-business-driven changes in organizations.

Note: The Institute of Electrical and Electronics Engineers, Incorporated is distributing this Article with permission of the International Business Machines Corporation (IBM) who is the exclusive owner. The recipient of this Article may not assign, sublicense, lease, rent or otherwise transfer, reproduce, prepare derivative works, publicly display or perform, or distribute the Article.  

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IBM Systems Journal  (Volume:40 ,  Issue: 4 )

Date of Publication:


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