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Strategic Innovation: Embedding Innovation as a Core Competency in Your Organization by Nancy Tennant Snyder, Deborah L. Duarte

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DEVELOPING THE CUSTOMER KNOWLEDGE SITE

Developing the customer knowledge KM site was invaluable in helping us understand what information existed at Whirlpool, who had access to it, who needed access to it, and how people were going to use it. We did not know the answers to all these questions and therefore engaged our newly formed KM team by having team members interview people in their regions. For consistency, we provided team members with an interview form to use in the process (see Exhibit 7.7). The form essentially covered the following issues:

Exhibit 7.7. Knowledge Management Needs Assessment Interview Protocol

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  • What data people need to ...

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