文档介绍：APQC INTERNATIONAL BENCHMARKING CLEARINGHOUSE
Knowledge
Management
CONSORTIUM BENCHMARKING STUDY
BEST-PRACTICE REPORT
AMERICAN PRODUCTIVITY & QUALITY CENTER
123 NORTH POST OAK LANE, HOUSTON,TEXAS 77024-7797 • 713-681-4020
©1999 AMERICAN PRODUCTIVITY & QUALITY CENTER. ALL RIGHTS RESERVED.
KNOWLEDGE MANAGEMENT
Project Personnel
Study Team
Peggy Odem, Benchmarking Services
American Productivity & Quality Center
Subject Matter Expert
Carla O’Dell, president
American Productivity & Quality Center
Contributing Authors
Carla O’Dell, Karl Wiig, Peggy Odem,
Chris Bodmer, Linda Mullinix
Editor
Susan Elliott
Designers
Eric Heisserer, Connie Choate
Illustrator
Beth McCash
MEMBERSHIP INFORMATION
For information about how to e a member of the International Benchmarking Clearinghouse,
a service of the American Productivity & Quality Center (APQC), and receive publications and other
benefits, call 800-776-9676 or 713-681-4020 or visit our Web site at .
COPYRIGHT
©1999 American Productivity & Quality Center, 123 North Post Oak Lane, Third Floor, Houston,
Texas 77024-7797. This report cannot be reproduced or transmitted in any form or by any means
electronic or mechanical, including photocopying, faxing, recording, or information storage and
retrieval.
Additional copies of this report may be purchased from the APQC Order Department at
800-776-9676 (.) or 713-681-4020. Quantity discounts are available.
STATEMENT OF PURPOSE
The purpose of publishing this report is to provide a reference point for and insight into the processes and
practices associated with certain issues. It should be used as an educational learning tool and not as a “recipe”
or step-by-step procedure to be copied or duplicated in any way. This report may not represent current
organizational processes, policies, or practices because changes may have occurred since pletion of
the study.
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Knowledge Management •©1995,1999 APQC
KNOWLE