Success of knowledge business and organizations depends on the fulfillment of customer needs and expectations which are embodied in the services designed and delivered. The intangible part of the service cycle increasingly presides over the tangible part. Traditional process thinking based on Taylorism no longer applies in this new paradigm; instead those who can gravitate the importance of this change will succeed. What are these intangibles and, unlike a physical product, how can they be prototyped and experienced? What new knowledge is needed to produce them? Apart from the keynote addresses, there will also round table discussions involving corporate practitioners as well as representatives from this year's Most Admired Knowledge Enterprise (MAKE) winners sharing their cases on how to improve their service operations, and how knowledge management is permeated in the service web.
Video: The Cynics KM
Lotus promotional video remixed with voiceover on the cynic's view of knowledge management.
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