Document (#28279)

Author
Gotthart, B.
Title
¬Der "HP Way" : Kundenerfahrungen "grenzenlos" nützen
Source
Information - Wissenschaft und Praxis. 56(2005) H.2, S.99-100
Year
2005
Abstract
Kundenerfahrungen "grenzenlos" nützen? Ein bisschen weit hergeholt, mögen jetzt viele denken. Zugegeben, es gibt bei HP noch viel zutun, um Wissen grenzenlos und über alle Grenzen hinaus (die geographischen, die organisatorischen und auch die persönlichen) fließen zu lassen. Wir bei HP können allerdings schon seit etwa acht Jahren sehr stolz auf eine "Architektur" des Wissensmanagements blicken, deren Werkzeuge den HP-Mitarbeitern helfen, auf weltweit vorhandenes Wissen, wie beispielsweise Kunden- und Projekterfahrungen, zuzugreifen. Durch die Fusion mit Compaq im Jahre 2002 wurde die HP-Wissensmanagementstrategie neu über dacht, mit Komponenten beider Seiten überarbeitet und erfolgreich reimplementiert. Aus der Sicht eines Wissensmanagers möchte ich in diesem Artikel illustrieren, wie Wissensmanagement und Kundenorientierung derzeit bei HP, einem weltweit tätigen Technologiekonzern, gelebt werden. Der Geschäftsbereich Consulting & Integration hat im Bereich Wissensmanagement innerhalb des Konzerns eine Vorreiterrolle übernommen, nicht zuletzt deshalb, weil Wissen im Beratungssektor das "Asset" darstellt.

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