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Knowledge Management in two telephone operator departments - A study of Volvia and If Table of Content 1 Introduction 1 1.1 Our procedure 1 2 The context 1 2.1 History & Owner structure 1 2.2 Employee structure 1 2.3 Way of working 2 2.4 Education and knowledge environment / management 2 2.5 Social activities 3 3 The problem 3 4 Theories and their applications 5 4.1 Communities of Practice 5 4.2 Knowledge-based systems 7 4.3 HRM policies and practices 8 4.4 Yellow pages and Knowledge inventories 9 5 Concluding discussion 9 1 Introduction Managing knowledge in an organization is a challenge that need analyse and time to realize. In this paper, we will act as if we were the knowledge managers of an organization. We will analyse the knowledge management system that are already in place, and try to improve it and implement new systems that could help them being more efficient in their work. 1.1 Our procedure In this case we will act as knowledge managers assigned to help Volvia and If, to better work with knowledge in their telephone operating departments. Since the work in the separate departments is rather similar and the two firms are owned by the same...

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