Integrating Business Management Processes

Chapter 9Knowledge Management

9.1 Historical Aspects

Knowledge sharing has been an essential part of human experience. Before the advent of the written word, craftsman such as jewellers, shoemakers and carpenters passed their skills to the next generation, usually to their children through demonstrations and verbal communication. However, knowledge that is unused soon becomes obsolete. Tribal cultures in many African countries are gradually disappearing. The application of new technology adds a further dimension to shared knowledge. Telephone operators who directed telephone calls in large organisations have been replaced with automated systems, except in call centres where customers’ queries are handled. Shorthand used in dictating memos and ...