People-focused knowledge management

Solution
Alternatives
Understanding
Business
Understanding
Figure 6-7
Knowledge diagnostics requires combined insights into intellectual work
mechanisms, knowledge-related solution alternatives, and business processes.
Copyright © 2002 Knowledge Research Institute, Inc. and Karl M. Wiig.
Reproduced with permission.
ch06.qxd 5/3/04 2:34 PM Page 205

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supports knowledge diagnostics by providing specific comprehension
of intellectual work understanding with additional insights into KM
solutions.
Appendix
Action Program Details of the Enterprise
Situation-Handling Example
The executive team stated that they needed to deal with each of
the five original issues as follows:
Issue 1. It was judged that lack of motivation and responsiveness
was caused by each person’s lack of understanding about how
his or her daily work supported and was part of implementing
Asterix’s strategy and intents — and how the employee benefited
from making the strategy succeed.
Immediate Action 1-1: Work quickly with selected CSRs to 
identify their understanding of Asterix’s strategy and how in
their work they could implement the strategy and intents and,
in return, how the CSRs themselves would benefit. Immediately
follow up with senior management representatives to work
with every CRS in small groups to create understanding of the
strategy and make them appreciate how important they are.
Rationale: Employee emotion, loyalty, mentality, and result-
ing motivation were impaired by not understanding and
appreciating the key roles they played and how their behav-
ior affected Asterix’s market standing and success and
therefore their own future.