Chương 8 mô tả một kế hoạch thực hiện thực tế, bao gồm chi tiết về những thách thức có khả năng và các rào cản mà người đọc có thể gặp phải trên đường giả, những người tin rằng các Nguyên tắc quản lý tri thức có tiềm năng tăng khả năng cạnh tranh của công ty họ trên thị trường | ESSENTIALS of Knowledge Management Tips Techniques Storytelling The Larry Chair Storytelling is a highly efficient form of information sharing because it communicates data contextual rules and subtleties of behavior that may be difficult to state explicitly. For example instead of simply having a rule for the hostess of a restaurant to seat obese people in the special chairs employees of the Olive Tree restaurant chain are introduced to proper rules and etiquette through the story of the Larry chair. As the story goes some time ago Larry a rather rotund patron of one of the restaurants complained to management that the chairs all of which had arms were too confining. As a result of the complaint senior management decided that every restaurant in the chain would be equipped with at least two chairs without armrests to accommodate heavier patrons. When girth-challenged patrons enter one of the Olive Tree restaurants they are discreetly directed to a table with one or more of the special chairs affectionately referred to as the Larry chairs. By relating the story to new employees management creates a memorable set of expectations. The wait staff understands the purpose of the chairs as well as the need for discretion and the importance of proactively doing whatever it takes to make patrons feel like valued guests. Storytelling. Otherwise known as the case-based method of teaching storytelling is a way of communicating corporate values and other implicit forms of knowledge. Training and development. The traditional method of dispersing explicit knowledge. However in Knowledge Management training and development normally involves internal experts from different disciplines as opposed to professional trainers. 50 Knowledge Organizations It s important to note that these activities aren t limited to KM initiatives and rarely are all techniques used in the same initiative and at the same time. Knowledge Management and Business Models The viability of a KM program varies as
