La gestion des connaissances dans un guide qualité des projets pilotes de systèmes d'information à France Télécom



In a turbulent context, managing classical resources of the organization is not sufficient. The knowledge distributed into the organization require to be managed. Our work consist to present a pragmatic approach in constructing management tools in collaboration with key people of the organization. We examine the major process of knowledge management by designing, constructing and diffusing a quality guide with deliverable templates for pilot implementation. This paper recounts our experience in the Information Systems Division of France Télécom from 1995 to 2000. How to acquire, organize, capitalize and spread knowledge of an organization that is confronted to competition and is living important organizational changes? We address this question in the following article.


Knowledge management;Quality manual;Memory project;Collective learning

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