The knowledge sharing Culture of Xerox

This study chiefly covers about the external and internal factors that affect an organisation. It discusses about the internal civilization of the cognition direction and importance of cognition workers and leading. Furthermore, it focuses of cognition spreads and demands and tools to scrutinize cognition.


Xerox Corporation has implemented new cognition direction ( KM ) system to keep a centralised system across the organisation. By sharing cognition through a cognition base, Eureka and Docushare, employees can portion knowledge and recover it harmonizing to their demands. Therefore, this information can be updated in existent clip so that it can be accessed directly off throughout the organisation. Still this is tested on 25,000 employees and they are be aftering to implement for all the 90,000 employees. This study performs a cognition audit on cognition spreads and demands in the organisation utilizing tool like Gap analysis and SWOT analysis.

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Purpose of this study is making a cognition study through cognition scrutinizing on the external factors impacting an organisation. It focuses on internal civilization and organisational construction and cognition workers and leading importance. Furthermore, it sheds visible radiation on the cognition audit tools like spread analysis and SWOT analysis and step cognition spread and demands.

Current Knowledge Position of Xerox coporation

Current cognition place of Xerox Corporation is that, they have implemented two knowledge direction systems, Eureka and DocShare. Eureka is used by service representatives to portion cognition in a portal so that others can utilize it for deciding issues. For case, employees faced jobs when they came across undocumented jobs of the merchandises during their calls with the clients. Deciding it would take a long clip and one time the declaration as given to the client that cognition in non documented as there is no agency to portion it. Due to tools like Eureka, when employees face that same issue, would seek the cognition base for a solution in the hunt engine. Because of KM, there is a important cost decrease and encourages employees to utilize the KM.

Purpose of the organisation

Xerox Corporation is a private sector organisation. The chief end of the private sector organisations is to maintain their stakeholders happy by doing net incomes and besides by keeping the place invariably in front of other viing companies in the planetary market. The end is to catch the chances as they come by and do net incomes from them. The support for private sectors is normally done by their stakeholders, these support is used to better the efficiency and the growing of an organisation. However, one of the of import facets of the companies like Xerox is to achieve a balance on both short term and long term net incomes. For private sectors, main executive officers ( CEO ) would be in charge for constructing visions to the company. The CEO would be an experient individual in all Fieldss and would be a cardinal individual for the success of the company ( Debowski 2006 ) .


The chief intent of Xerox Corporation is to go a important portion of the universe ‘s prima engineerings and services in concern procedure and papers direction. Their chief purpose is to offer clients the freedom to concentrate on what matters them most: their existent concern. They do their best to beef up and better their leading in papers, engineering and services. Like all other endeavors, they thrive to win through satisfied clients, deliver quality and excellence in their merchandises and services, make certain they get premium returns on assets and utilize engineering to better market leading. They operate their organisation in ways through which economic systems grow, stakeholders benefit and clients satisfied. They believe that these three factors which are besides known as ternary bottom line are best thing for concern success

The cognition environment in which the organisation exists – external context

It is a known fact that companies will develop many new alterations when it is let out to external and new environment. This external environment has introduced new factors like globalisation and technological alterations which introduces new menaces every bit good as good chances in the planetary market ( Debowski 2006 ) .

Companies like Xerox has gained a batch of chances through globalisation as it brought a batch of entree throughout the universe, nevertheless it besides causes harm and menaces as globalisation would present other companies to their place market which would make a competition and competition. Globalization will present options and picks to clients, for case client would hold an option to look into assorted monetary values on the same type of merchandises and services provided by different organisations. Customer can travel through the reappraisals of the services and merchandises on net or magazines before choosing it. And it would n’t count if the provider is in other portion of the universe, as he could be contacted by a telephone to look into with the monetary values ( Debowski 2006 ) .

Therefore globalisation is both expletive and a blessing. It is a menace because it will convey many companies to the market which means clients are exposed to assorted services and merchandises. So there is a good likeliness that client may non lodge to one trade name or to one service merely. Due to globalisation we can non swear the dependability of a client. Since clients have broad scope of picks, companies will fight to be more imaginative and originative to vie with the rival ‘s services and monetary values ( Debowski 2006 ) .

Due to this menaces and force per unit area from the planetary market, a company would confront another external factor, stakeholder ‘s force per unit area. There will be changeless engagement of stakeholders with their demands to better net incomes in order to raise the saloon of their market portions. Furthermore, engineering and authorities besides became major factors excessively. Since the company is expected to run into their client and stakeholder ‘s demands it has to travel through technological alteration in order to vie with the other organisations. Xerox Corporation has seen the turning demand of cognition direction ( KM ) in 1995 and implemented KM to increase its client service and fiscal public presentation ( Debowski 2006 ) .

The organisational construction including the internal cognition civilization

Harmonizing to Fink ( 2004 p.141 ) cognition civilization ‘is the most of import value for the execution of cognition direction because one of import facet of cognition direction is holding civilization that fosters coaction and sharing ‘ . Knowledge civilization was implemented by Dan Holtshouse, manager of corporate scheme, who had a intuition that cognition direction would be an extension of their papers direction. The company has developed tools like Eureka and Docushare which helped in sharing their rational capital. Eureka is used to let Xerox ‘s services to develop and recycle rational capital among its service reps all over the universe. Normally these reps make one million service calls every month and sometimes they might come across the jobs among their clients that had non seen in the certification. To happen a declaration for such issues would take clip and even if they do work out there was no option of sharing it to others. So a new cognition base was developed where the reps can portion their declaration to the new jobs which will assist other employees to work out their client jobs rapidly. Docushare, which is slightly similar to Eureka, has a cognition base which portions the paperss among the scientists working on the same undertaking. This civilization in internal organisation has developed a communicating which can be linked to all over the company. This communicating develops straightness, unity and a civilization of sharing. Knowledge civilization will convey work staff together by sharing cognition ( Debowski 2006 ) .

In order to make and develop cognition civilization, organisational construction is really of import. It describes how the powers and duties are dispersed in an organisation and besides how cognition should administer so that the employees could easy accommodate it ( Debowski 2006 ) .

Knowledge workers

Knowledge worker is person who works with his caput instead than his custodies in order to bring forth an effectual consequence. Normally they resolve a debatable issue or state of affairs with their ain personal cognition. To reshape their present cognition, cognition workers work on new information, by proper research, they will larn new accomplishments and utilize them to work out debatable state of affairss, develop new thoughts or services and merchandises. They normally work with their encephalon power instead than physical power and they use assorted techniques to decide issues and choose the simple and easiest method for the employees and they besides have the right to take which method to be implemented an issue ( Debowski 2006 ) .

As we discussed before the service technicians in Xerox normally makes 1 million calls per month to keep their merchandises. In these calls, employees sometimes face jobs that they had non seen earlier. So these issues are resolved by the cognition workers. These jobs could make a drawn-out downtime for clients due to this Xerox could lose money and clients. So knowledge workers use their caputs to decide such jobs, they will do certain that such jobs are non repeated once more ( Debowski 2006 ) .

Knowledge worker may hold assorted signifiers of organisational cognition ( Debowski 2006 )

Know what: Cognition gained from assorted beginnings, systems and concern procedure that found in an organisation ( Hislop 2009 )

Know who: Knowledge of the individuality of assorted groups, organisation units and people who act as cognition beginning ( Hislop 2009 )

Knowledge how: The application of cognition tallies complex undertakings like researching, developing and proving ( Hislop 2009 )

Know why: The capableness to analyse and happen an appropriate solution ( Hislop 2009 )

Know where: The ability to happen and analyse right resources for the jobs ( Hislop 2009 )

Knowledge leaders

Knowledge leaders are really of import for an organisation as they are the basic foundation for cognition direction in a company. These leaders set ends, back up their staff and supply vision to alter theoretical cognition into practical i.e. in world. The functions and undertakings of the cognition leader will be decided upon the company ‘s status. An effectual leading can convey a immense impact on easy learning methods among employees and knowledge direction activities in companies. It is assumed that a good leading would assist lending towards the success of the organisation ( Debowski 2006 ) .

Knowledge leaders are required throughout the organisation and it is non something that can be seen merely in one individual. A company needs many people who can offer assorted types of leading qualities which could assist in the public presentation of the organisation. For that ground a cognition leader should hold basic properties like

Strategic visionary: The ends of cognition direction should be explained by the cognition leaders so that the staff could acknowledge their functions in achieving those ends ( Debowski 2006 ) .

Incentive: Knowledge leaders should promote others in lending their accomplishments to accomplish the ends and besides persuade others to take leading functions ( Hislop 2009 ) .

Communicator: Should be a good communicator by developing formal and informal links across the organisation. Must implement channels of communicating like single written formats, web site updates and meetings ( Hislop 2009 )

Coach, wise man and theoretical account: Knowledge leader can garner resources that can assist the people to accomplish cognition. So by moving as manager and wise man, people can accomplish accomplishments form cognition leader ( Hislop 2009 ) .


Technology has ever played a major function in an organisation. It will convey a immense difference in the company in public presentation wise and besides growing wise. In Xerox Corporation, we can see that the manager of corporate scheme has seen knowledge direction system as tool to better the public presentation of the organisation and besides to supply a good client satisfaction. The execution of the new system has become a strong pillar of the organisation ( Laguna & A ; Velarde 2000 ) .

Knowledge direction system ( KMS ) is ‘a pattern adding actionable elements to the information ; by capturing the tacit cognition and change overing it to explicit cognition ; by flickering, hive awaying and airing explicit cognition and by making proving new cognition. ‘ In this facet, tacit cognition consists of point of views, perceptual experiences and beliefs etc. On the other manus, explicit cognition consists of regulations, objects or equations and therefore it can be communicated to others. KMS provides storage which can be retrieved and besides analysis of expressed cognition. The chief purpose of KMS is to present users with easy to entree computing machine assisted platforms that helps them to portion cognition ( Laguna & A ; Velarde 2000 ) .

In Xerox, the Eureka and Docushare autumn under the class of KMS. These engineerings are user for sharing cognition. Service reps work hard to happen a solution for a job and so they would portion this declaration in a portal where other user can recover it as all the systems are connected through a web. So all updates in KMS will be updated in existent clip where employees would hold regular updates to construct up their accomplishments. Since the Xerox Corporation has built up a portal which is integrated as a cartelized system as it will be linked up with the organisation intranet. So this type of engineering would come under content and concern direction. This system is a important portion of KMS were users can add and recover cognition organize the cognition direction portal ( Debowski 2006 ) .

Knowledge resources and knowledge-sharing patterns

Knowledge sharing and depositories are the cardinal constructs of any knowledge direction system. Knowledge repositories by and large look web based index which offers entree to identified cognition beginnings in the organisation and beyond. For illustration depository may hold ( Hislop 2009 )

Linkss to organizational and external beginnings

Search for the services which could be helpful for the users to decide an issue

Referenced stuff and services

Discussion subjects

Frequently asked inquiry

Case surveies

Real- life illustrations

A portal where a user can portion solution

. Though all these characteristics non needfully show in a one depository but its design needs to reflect user demands and the cognition that is of import to the organisation. The depository service which is used in Xerox is Eureka and Docushare. This system helps the service reps to seek the whole database to for solutions which is already shared by cognition workers or other members. This hunt engine will assist the staff members to acquire assorted types of information and it will reshape their present cognition. Furthermore, Docushare which use to be an internal tool for scientists to join forces their informations has been moved outside the scientific discipline country, where scientists are working with applied scientists and interior decorators portion with concern programs and market. Therefore sharing cognition through depositories have become a civilization in every organisation in order to assist and promote the high engagement of the employees as they are responsible to make the cognition base and to utilize it ( Debowski 2006 ) .

Knowledge demands

When we classify knowledge a resource, there has to be need for that resource. Therefore, placing cognition demands would assist an organisation greatly. Harmonizing to Gottschalk ( 2007 P, 111 ) there are three types to place the cognition demands

Problem determination: This method chiefly deals with placing the jobs that knowledge workers have, solution they could happen and determination they take to happen solutions.

Critical Success Factors: This method chiefly deals with placing the specific factors that cause success.

Ends Average analysis: This technique normally deals with identifying and stipulating the external demands and outlook to good and services signifier house.

The chief end of cognition demands is to accomplish ends and nonsubjective by the users, it recognizes what an exact cognition is required by the user. Organization future program is developed due to knowledge demands.

Knowledge spreads

Harmonizing to Srinivasan ( 2004 p.119 ) Knowledge spread occurs due to the common misguided feeling committed by many directors and service providing houses that they know what clients want but in world they truly do n’t. Other errors would besides add up one time knowledge spread arises. This error could go on due to many grounds like incorrect hiring of staff, deficiency of proper preparation and incorrect installations. In order to shut this spread or at least cut down it, troughs and the staff demand to necessitate item cognition on what client desires and so response demands to be built thorough service runing system.

Knowledge spread is influenced by

Research orientation: A concern attitude towards executing clients ‘ research

Upward communicating: The flow of information signifier frontline personal to upper parts of the industry.

Degrees of direction: The construction of the organisation and besides the hierarchy of the degrees between clients to exceed direction.


What type of cognition does the organisation usage?

How will the administration use each type of that cognition?

What different beginning does administration hold to obtain the cognition?

Apart from the administration, who else would be utilizing the cognition?

Is there any cognition that is accessed by some users merely?


It is known fact that a house has many types of cognition, so it is necessary to cognize how this cognition is divided in an administration and how many types are at that place for the staff members and clients.

It is of import to cognize how this cognition is utilised by the administration. For illustration there might be some cognition there is restricted for specific users.

Knowledge can be obtained from many beginnings chiefly internally and externally. So it is of import to understand these beginnings.

Normally in any administrations, cognition is shared to it employees but there is a possibility that it can be shared with its providers or with other administration excessively

In the 2nd justification, we discussed about the limitations to the cognition, so if there are any limitations so it is of import to cognize why.

Knowledge Audit tools

Harmonizing to Nabb ( 2007 p.94 ) cognition audit is ‘all of import first major stage, phase or measure of KM enterprise. It is used to supply a sound probe into organisation ‘s wellness. ‘ Knowledge audit is a sensing, hallmark and verification tool supplying fact happening, probe and studies. This comprises a survey of organisational information and cognition policies and patterns. Different types of cognition audit tools

Gap Analysis: A spread between ideal and bing cognition environment is known as spread analysis. Gaps may halt the flow of creativeness, block chances for organisation betterment or harm engineering execution. It can be reduced if a reappraisal is performed on bing cognition in the organisation, like where it is, who has it and which tasks that cognition requires to be used in ( Debowski 2006 ) .

Concept map: This tool is used to visualize the transportation of cognition between at least two individuals. Visualizing in a signifier of maps is an first-class construct of stand foring and pass oning cognition ( Debowski 2006 ) .

SWOT analysis: SWOT average strengths, failings, chances and menaces involved in a undertaking or in an organisation. For case, strengths define the internal properties of the staff or the company that are helpful to carry through a end or nonsubjective. Weakness defines the internal properties of the individual or the company that are a menace to carry throughing the end. Opportunities and menaces define the external conditions of which could be helpful or harmful to accomplish the aim ( Debowski 2006 ) .

Exit Interviews: When staffs of a company are go forthing, so they might be taking cognition along with them in their caputs. So exit interviews help the organisation to document their cognition by interview them so that can be utilized by the company ( Debowski 2006 ) .

Storytelling: This is an of import tool in cognition sharing ; it fundamentally allows the user to portion their cognition with emotions and context. However, these narratives are non reasonably narratives but shops told about what ‘s traveling inside of a company ( Debowski 2006 ) .


Eureka and Docushare had a immense positive consequence on Xerox Corporation as it has a immense community of cognition sharing enterprises of 25,000 employees. Since it has been a success it is recommended they start it to incorporate in all of its subdivisions so that its 90,000 employees could besides utilize it for mundane occupations as it would convey an tremendous difference in client satisfaction and fiscal public presentation.

Since KM is new civilization that will distribute in approaching yearss of Xerox, it is necessary to develop employees decently and fix them for the new engineering. Since 25,000 are already trained and adapted good with Eureka and Docushare, it is recommended these squads should be dispersed all over the universe to assorted Xerox subdivisions so that they can back up the new employees in their preparation plan.

Furthermore is necessary that the supervisors should take up the functions of cognition leaders as it ‘s their duty to train, wise man and back up their squads and other staff members. And it recommended that these leaders encourage staff to pass on freely with them if they are confronting issues in preparation plans. It is necessary to scrutinize cognition for spread analysis since new alteration direction might increase or diminish the production of work. Therefore gap analysis and SWOT analysis should be conducted on a regular basis to scrutinize the cognition.

Knowledge leaders should look for cognition demand for their employees, because execution of KM may make jobs for cognition workers who are new to this system. So placing their jobs and supplying declaration for debatable state of affairs should be done.

Finally we can state that when KM is being implemented all over the organisation it is of import to see all factors like cognition demands, cognition spreads and utilizing cognition audit tools would assist the company to work towards a concrete scheme to assist it acquire into a way of success.


These study discuses about the importance of cognition direction in an organisation like Xerox Corporation. This company had a intuition that KM would be a natural extension of documenting direction. Therefore they developed a KM where employees could utilize to portion cognition to other. KM has become a centralised system in Xerox where employees who found a new declaration to an unknown job would document it in KM web based portal called Eureka. So when other employees face that same issue would seek the cognition base for a solution. Due to this there was a important cost decrease and encourages employees to utilize the KM.