People-focused knowledge management

Comments: Without knowing it at the time, Financo divided
its issue into the four distinct and separate situation-handling
tasks as indicated in Figure 6-3. Financo’s management handled
the strategic situation by considering it from a knowledge per-
spective that resulted in comprehensive concept transfers and
education.
The primary knowledge-related aspects of this case were the need
for CSRs to build expertise in the form of a mental library of refer-
ence models that were required to deliver the new service with the
proficiency Paul McTierny considered appropriate.
Enterprise Situation-Handling
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166
P
eople
-F
ocused
K
no
wledge
M
ana
gement
Sensemaking
Decision-Making & Problem-Solving
Implementation
Monitoring
Market
Customers
Competitors
Employees
Identify
Trends
Envision
Opportunities
Decide which
Opportunity
to Pursue
Identify What
Is Required to
Succeed
Build Internal
Capabilities
- Educate -
Roll Out
New
Service
The firm should only offer services of genuine help and provide great value to customers 
Implement
Opportunity
Figure 6-3
Financo’s handling of its strategy opportunities involved all the tasks of Sensemaking, Decision-Making/Problem-
Solving, Implementation, and Monitoring.

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Enterprise Situation-Handling
167