Integrating Learning and KM: "To achieve the projected benefits, we decided to turn the traditional learning model on its head. We decided that we were not going to train people at all. Instead, we were going to put all the procedures, information, and knowledge to provide customer service and process claims in a KM system available on the job. We made the workers responsible for their own learning but gave them what they needed to do the job. This was consisitent with the desire to enable the workers to be more self-sufficient and have more control over aspects of their job."
Posted by gsiemens at September 1, 2004 08:11 PM