A better way to link sharing to your strategy: creating a 'community of CoPs' to deliver for customers

摘要

A 4,000-employee utility company launched a project to build an IT system to help employees share customer knowledge across functional silos. But after more than a year of hard work by dedicated people, it was close to failure. Here, Ashley Braganza explains why it was failing, and how project leaders turned things around by linking knowledge sharing with a specific strategy - delivering customer service.