Using knowledge management to revise software-testing processes

Journal of Workplace Learning

Volumn 18, Issue 1, 2006, Pages 6-27

  Nogeste, Kersti ^a   Walker, Derek H t ^a  

^a RMIT UNIVERSITY   (Australia)

Author keywords

Australia; Customer service management; Knowledge management; Learning organizations; Program testing

Indexed keywords

EID: 31744436232     PISSN: 13665626     EISSN: None     Source Type: Journal    
DOI: 10.1108/13665620610641283     Document Type: Article

References (38)

1. Anon 1996, Arthur Andersen Helps Define the Knowledge Manager's Role in the Knowledge Revolution, PRNewswire, Chicago, IL.
2. Brown, A. 1998, Organisational Culture, 2nd ed., Financial Times-Prentice-Hall,, Harlow.
3. Brutus, S., Ruderman, M.N., Ohlott, P.J. and McCauley, C.D. 2000, “Developing from job experiences: the role of organization-based self-esteem”, Human Resource Development Quarterly, Vol. 11 No. 4, pp. 367-81.
4. Chase, R.B. and Dasu, S. 2001, “Want to perfect your company's aervice? Use behavioural science”, Harvard Business Review, Vol. 79 No. 6, pp. 79-84.
5. de Jager, M. 1998, “The KMAT: benchmarking knowledge management“, paper presented to The Challenge to be Relevant in the 21st Century – International Association of Technological University Libraries IATUL 1998 Conference, University of Pretoria, Pretoria, 1-5 June.
6. de Jager, M. 1999, “The KMAT: benchmarking knowledge management”, Library Management, Vol. 20 No. 7, pp. 367-72.
7. Eccles, R.G. 1991, “The Performance Measurement Manifesto”, Harvard Business Review, Vol. 690 No. 1, pp. 131-7.
8. Hofstede, G. 1991, Culture and Organizations: Software of the Mind, McGraw-Hill, New York, NY.
9. Holton, E.F. III, Bates, R.A. and Ruona, E.A. 2000, “Development of a generalized learning transfer system inventory”, Human Resource Development Quarterly, Vol. 11 No. 4, pp. 333-60.
10. Kemmis, S. and McTaggart, R. 1988, The Action Research Planner, 3rd ed., Deakin University Press, Victoria.
11. Kennerley, M. and Neeley, A. 2000, Performance Measurement Frameworks – A Review. Performance Measurement – Past, Present and Future, Centre for Business Performance, Cranfield University, Cranfield, pp. 291-306.
12. Kotter, J.P. 1990, “What leaders really do”, Harvard Business Review, Vol. 68 No. 3.
13. Kristensen, K., Martensen, A. and Gronholdt, L. 2000, “Measuring customer satisfaction: a key dimension of business performance”, International Journal of Business Performance Management, Vol. 2 Nos. 1-2-3, pp. 157-70.
14. Lederer, C. and Hill, S. 2001, “Seeing your brands through your customer's eyes”, Harvard Business Review, Vol. 79 No. 6, pp. 125-33.
15. McGreggor, D. 1960, The Human Side of Enterprise, McGraw-Hill, New York, NY.
16. McNiff, J. and Whitehead, J. 2000, Action Research in Organisations, Routledge, London.
17. Murray, E.J. and Richardson, P.R. 2000, “Shared understanding of the critical few: a parameter of strategic planning effectiveness”, International Journal of Performance Measurement, Vol. 2 No. 1-2-3, pp. 5-14.
18. Nonaka, I. and Takeuchi, H. 1995, The Knowledge-Creating Company, Oxford University Press, Oxford.
19. Nonaka, I. and Teece, D. 2001, “Managing industrial knowledge-creation”, Transfer and Utilization, Sage, London.
20. Nonaka, I., Toyama, R. and Konno, N. 2001, “SECI, Ba and leadership: a unified model of dynamic knowledge creation”, in Ed. Nonaka, I. and Ed. Teece, D. Eds, Managing Industrial Knowledge-Creation, Transfer and Utilization, Sage, London, pp. 13-43.
21. O'Dell, C. 2000a, Knowledge Management – A Guide for Your Journey to Best-Practice Processes, APQC's Passport to Success Series, American Productivity and Quality Center, Houston, TX.
22. O'Dell, C. 2000b, in Ed. Grayson, C.J. Ed., Knowledge Management - A Guide for your Journey to Best-Practice Processes, American Productivity and Quality Center, Houston, TX.
23. O'Dell, C. and Grayson, C.J. 2000, Identifying and Transferring Internal Best Practices an APQC White Paper, American Productivity and Quality Center, Houston, TX.
24. Pedler, M., Burgoyne, J. and Boydell, T. 1996, The Learning Company: A Strategy for Sustainable Development, 2nd ed., McGraw Hill, London.
25. Polanyi, M. 1997, “Tacit knowledge”, in Ed. Prusak, L. Ed., Knowledge in Organizations – Resources for the Knowledge-based Economy, Butterworth-Heinemann, Oxford, pp. 135-46.
26. Prahalad, C.K. and Ramaswamy, V. 2000, “Co-opting customer competence”, Harvard Business Review, Vol. 78 No. 1, pp. 79-87.
27. Prusak, L. 1997, Knowledge in Organizations – Resources for the Knowledge-based Economy, Butterworth-Heinemann, Oxford.
28. Schein, E.H. 1985, Organisational Culture and Leadership, Jossey-Bass, San Francisco, CA.
29. Schön, D.A. 1983, The Reflective Practitioner – How Professionals Think in Action, BasiAshgate ARENA, Aldershot.
30. Seybold, P.B. 2001, “Get inside the lives of your customers”, Harvard Business Review, Vol. 79 No. 5, pp. 80-89.
31. Sveiby, K.E. 1997, The New Organizational Wealth: Managing and Measuring Knowledge-based Assets, Berrett-Koehler Publishers, Inc., San Francisco, CA.
32. Sveiby, K.E. 2000, “A knowledge-based theory of the firm to guide in strategy formulation”, Journal of Intellectual Capital, Vol. 2 No. 4, pp. 344-58.
33. Takeuchi, H. 2001, “Towards a universal management concept of knowledge”, in Ed. Nonaka, I. and Ed. Teece, D. Eds, Managing Industrial Knowledge – Creation, Transfer and Utilization, Sage, London, pp. 315-29.
34. Tonchia, S. 2000, “Linking performance measurement system to strategic and organisational choices”, International Journal of Performance Measurement, Vol. 2 No. 1-2-3, pp. 15-29.
35. Trompenaars, E. 1993, Riding the Waves of Culture: Understanding Cultural Diversity in Business, Economic Books, London.
36. Ulwick, A.W. 2002, “Turn customer input into innovation”, Harvard Business Review, Vol. 80 No. 1, pp. 91-97.
37. von Krough, G., Ichijo, K. and Takeuchi, H. 2000, Enabling Knowledge Creation, Oxford University Press, Oxford.
38. Wenger, E.C. and Snyder, W.M. 2000, “Communities of practice: the organizational frontier”, Harvard Business Review, Vol. 78 No. 1, pp. 139-45.