Trish, a new employee at a Xerox call center, won second place in a knowledge-sharing contest despite not having access to the company's Eureka knowledge management system. She succeeded by learning directly from Carlos, a veteran employee who knew the most but did not use the system. This story shows that informal knowledge sharing through conversation can be as or more effective than a formal knowledge management system. While technology is important, personal interactions and storytelling are also needed to transfer tacit knowledge between individuals and groups.

1. Knowledge Management
Short Case : Xerox
1. Kelvin – 1601234171
2. Juliastina – 1601237293
3. Novi Talim – 1601250383
4. Franky Kurniawan – 1601250420
5. Martin – 1601261462
Kelompok : 3
Kelas : LE11

2. Case Study
It is, of course, not enough to create rich environments where people
can share. Xerox has lots of these: online Knowledge Universe with
a catalog of best practices, chat rooms for CoPs, a company Yellow
Pages and a section of the public Web site, Knowledge Street,
devoted to promoting knowledge sharing. What are also required are
good ideas, leadership, and motivated people. A few years ago, Jack
Whalen, a sociologist, spent some time in a Xerox customer service
call center outside Dallas studying how people used Eureka. The
trouble was, employees were not using it.
Management decided workers needed an incentive to change. To
this end, they held a contest: workers could win points (convertible
into cash) each time they solved a customer problem, by whatever
means. The winner was an eight-year veteran named Carlos, who
had more than 900 points. Carlos really knew his stuff and everyone
else knew this too. Carlos never used the software. The runner-up
however was a shock to everyone. Trish had been with the company
only a few months, had no previous experience with copiers, and
didn't even have the software on her machine. Yet her 600 points
doubled the score of the third-place winner.

3. Case Study
Her secret: she sat right across from Carlos. She overheard
him as he talked and she persuaded him to show her the
inner workings of copiers during lunch breaks. She asked
other colleagues for tips too. This story illustrates how
knowledge gets shared. The point is not the software, but
how many people can sit next to Carlos? There is no single
best practice for sharing knowledge— both technology and
subject matter experts are needed. And sometimes
storytelling is the best way to transfer knowledge. Most
managers see this as a waste of time, and concentrate on
breaking up the coffee machine cliques. However,
companies should make opportunities for storytelling at
informal get-togethers that are loosely organized as an off-
site meeting, and through videotapes and bragging sessions

4. Based on the Xerox’s short case, do you think “
providing incentive” is the best way for making KM
work in the organization? Why or Why not?
Question 1

5. O Provide an incentive or bonus is not the very best
way or the bad way. Provide incentives or other
way is an inducement, to workers in an
organization can work better because they have a
goal that can benefit themselves and because
that goal they would be proud of the work that
they reached.
Incentive Goal Improving knowledge
Knowledge Management indirectly been applied

6. Explain the benefits and limitations of using
“storytelling” for capturing tacit knowledge in the level
of individual and group.
Question 2

7. O Benefits of using “storytelling” for capturing tacit
knowledge in the level of individual and group
 Conveying information in a story provides a rich
context, remaining in the conscious memory longer
and creating more memory traces than information
not in context.
 Stories can greatly increase organizational
learning and communicate common values and
rule sets.
 Stories remain an excellent vehicle for capturing,
coding, and transmitting valuable tacit knowledge

8. O Limitations of using “storytelling” for capturing
tacit knowledge in the level of individual and
group
 While all stories are narratives, not all narratives
are good knowledge-sharing stories. For
example we use the example of movies that tell
stories that are designed primarily to entertain
and therefore need not necessarily be authentic
or even believable.

9. “Trish had been with the company only a few months, had
no previous experience with copiers, and didn't even have
the software on her machine.” However, Trish still win big
points by using “storytelling” method. In your group opinion,
do you think Eureka System still important to be used? As
a matter of fact, she did not use the system but she
captured the knowledge.
Question 3

10. O Yes, Eureka System is E-Learning based
system, so it can spread knowledge over the
internet so everyone can get the knowledge
easily, while storytelling need to share the
knowledge by face to face. Therefore there are
any possible that everyone cannot get that
knowledge.

11. Search about “Eureka System and Xerox” in the
internet, and write detail explanation about the use of
Eureka System at Xerox.
Question 4

12. O Eureka is an application KM with the use of a
combination of Oracle Database and web
based system Docushare. Eureka contained in
a collection of "knowledge" Xerox engineers
worldwide. Through this Eureka Xerox
engineers worldwide able to input their findings,
share experiences or how to handle problems
quickly and, no less important, the information
can be searched easily.

13. Thank You