Knowledge Management @ Xerox Corp
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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.
In the mid-1990s, the company repositioned itself as the 'Document Company', to better reflect its core business. The knowledge management movement of the 1990s prompted the company to focus on knowledge sharing initiatives. It started "Eureka" which captured the tips shared informally by the company's service reps and created a database of tips that could be accessed by reps all over the world. Other initiatives, both internal and commercial, also followed and Xerox was recognized as one of the Most Admired Knowledge Enterprises in the world.
» To study how the knowledge present within a system can be harnessed to yield
major benefits to the organization as well as to the people within it.
Chester F Carlson, photocopy machine, 1938, IBM, GE, photocopiers, New York based, Haloid, documents. Xerox Corp, 1961,liquidated, mid-1990s, repositioned, Document Company, core business, knowledge management, 1990, sharing initiatives, Eureka, informally, company's service, database, tips, reps, Most Admired Knowledge Enterprises
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