Knowledge Management: A Case Study on Nortel Networks
Dr Katina Michael.
In 1999 Nortel Networks deployed the Open Text Livelink knowledge management system (KMS). Livelink allowed for the centralization of key corporate applications and associated content at a global, regional, line-of-business (LOB) and departmental level. Prior to the implementation of Livelink on an enterprise scale, the corporation’s 80,000 employees relied on fragmented departmental web pages which were scattered across 11 different Web servers making the task of finding information very difficult. This paper explores the impact that KMS had on Nortel Networks. It describes how the process of knowledge transfer changed with the deployment of Livelink and how it enabled the automation of workflows through the company’s Web-based Intranet. The paper also provides an insight into how KMS empowered employees, acted to increase productivity and encouraged innovation. The importance of this paper is in highlighting the significant role of people in the success of KMS and to provide examples of the dynamics at play in such a large-scale operation. The methodology chosen for this paper is that of a single case study using observational methods and documentation. The analysis was conducted between the period of 1996-2001 during which time the researcher was employed by the Canadian company as a network and business planner.
Dr Katina Michael (Australia)
School of Information Technology and Computer Science
University of Wollongong
Katina Michael is a lecturer in Information Technology at the University of Wollongong in Australia. She has an industrial background in Telecommunications and has held positions as a systems analyst with United Technologies (OTIS) and Andersen Consulting. Most of her work experience was acquired as a senior network and business planner with Nortel Networks. Katina teaches and researches in eBusiness and her main academic interests include: Geographic Information Systems, Network Planning, Automatic Identification Devices, Innovation, Digital Convergence, Technology Forecasting, Data Mining and 3G Wireless Applications.
(Virtual Presentation, English)