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"How can I keep knowledge from walking out the door when employeesleave?"
This recurring management question, perhaps the most pressing ofthe Information Age, is insightfully answered in thisgroundbreaking book. Acute knowledge loss from downsizing andimminent baby-boomer retirements has exacerbated chronic knowledgeloss from high job turnover; together, these factors pose anunprecedented threat to organizational productivity, profits, evensurvival. The loss of knowledge that accompanies an employee'stransfer, resignation, termination, or retirement is the singlemost pervasive and costly source of knowledge mismanagement incorporate America today.
But it doesn't have to be. Continuity Management describes abreakthrough process that transfers operational knowledge fromdeparting employees to their successors. Knowledge continuityinitiatives at Pfizer, Deloitte Consulting, EMC Corporation, theU.S. Army, and hundreds of other organizations are already underway. But such initiatives are just the beginning. They herald thesweeping change that continuity management will bring,revolutionizing how leaders manage and companies compete.Continuity management implementation generates decisive competitiveadvantages: faster ramp-up of new employees, improved customersatisfaction, greater innovation, a sustained commitment tolearning, and increased productivity.
Until now, knowledge continuity has been the missing link in thenew paradigm that recognizes the organization as a network ofthoughts rather than a hierarchy of positions-and knowledge as theforce that binds, directs, and vitalizes it. Revolutionary in itseffect, but evolutionary in its practice, continuity management iscentral to the tidal wave that is reshaping organizationalknowledge flow and creation in the new century and transforming theway we think about knowledge.
Based on extensive research, this book offers a solution toknowledge loss that managers at any organizational level can use.Continuity management is fueling a new knowledge revolution. Thisbook is about that revolution-and how to lead it.
PART 1: KNOWLEDGE CONTINUITY IN THE INFORMATION AGE.
1. Knowledge Loss in the Information Age.
2. Knowledge as a Capital Asset.
3. Knowledge Continuity: The New Management Function.
4. The Knowledge Learning Curve.
PART II: CONFESSIONS OF A CONTINUITY MANAGER.
5. Getting Started.
6. Six Steps to Continuity Management.
7. The Knowledge Continuity Assessment.
8. Designing the Knowledge Profile.
9. Developing K-PAQ: The Knowledge Profile AnalysisQuestions.
10. Developing K-Quest: The Knowledge Questionnaire.
11. Creating the Knowledge Profile.
PART III: KNOWLEDGE ASSET MANAGEMENT.
12. Operational Knowledge Transfer and Acquisition.
13. Realignment of the Organizational Culture and RewardSystem.
14. Continuity Management in Practice.
About the Authors.