Xerox knowledge writing culture thorugh grassroots efforts

Xerox Corporation has carried out new knowledge management (KM) system to keep a centralized system across the organization. By writing knowledge through a knowledge bottom, Eureka and Docushare, employees can promote knowledge and get it according with their needs. Thus, these details can be updated in real time so that it can be seen right away throughout the business. Still this is examined on 25, 000 employees and they're planning to use for all the 90, 000 employees. This record performs an understanding audit on knowledge gaps and needs in the organization using tool like Difference evaluation and SWOT research.

Purpose of the report is creating an understanding article through knowledge auditing on the external factors affecting an organization. It focuses on interior culture and organizational composition and knowledge staff and leadership importance. Additionally, it sheds light on the data audit tools like gap evaluation and SWOT evaluation and solution knowledge distance and needs.

Current Knowledge Position of Xerox coporation

Current knowledge position of Xerox Company is that, they have implemented two knowledge management systems, Eureka and DocShare. Eureka is used by service reps to share knowledge in a portal so that others can make use of it for resolving issues. For example, employees experienced problems when they came across undocumented problems of the products during their phone calls with the customers. Resolving it could take a very long time as soon as the resolution as given to the customer that knowledge in not recorded as there is absolutely no means to talk about it. Due to tools like Eureka, when employees face that same issue, would search the knowledge base for a solution in the search engine. Because of KM, there is a significant cost reduction and induces employees to utilize the KM.

Purpose of the organization

Xerox Firm is a private sector organization. The primary goal of the private sector organizations is to keep their stakeholders happy by making profits and also by preserving the position constantly ahead of other competing companies in the global market. The goal is to grab the opportunities as they come by and make income from them. The money for private areas is usually done by their stakeholders, these funding can be used to enhance the efficiency and the expansion of a business. However, one of the important aspects of the firms like Xerox is to achieve an equilibrium on both short-term and permanent revenue. For private areas, chief executive officers (CEO) would be in charge for building visions to the business. The CEO would be an experienced person in every fields and will be a key person for the success of the business (Debowski 2006).


The main purpose of Xerox Organization is to become a significant part of the world's leading technology and services in business process and file management. Their primary goal is to offer customers the flexibility to give attention to what matters them most: their actual business. They certainly their best to enhance and improve their leadership in report, technology and services. Like all the enterprises, they thrive to achieve success through satisfied customers, deliver quality and superiority in their products and services, make sure they get superior returns on belongings and use technology to improve market management. They operate their firm in ways by which economies increase, stakeholders gain and customers satisfied. They believe that these three factors that happen to be also called triple bottom line are best thing for business success

The knowledge environment where the organization is available - exterior context

It is a known fact that companies will establish many new changes when it's let out to exterior and new environment. This external environment has introduced new factors like globalization and technological changes which introduces new threats as well nearly as good leads in the global market (Debowski 2006).

Companies like Xerox has gained a whole lot of opportunities through globalization as it brought a whole lot of access throughout the world, however it also causes harm and dangers as globalization would create other companies to their home market which would create a rivalry and competition. Globalization will present options and alternatives to customers, for case customer would have an option to check various prices on the same kind of products and services provided by different organizations. Customer can go through the reviews of the services and products on online or mags before selecting it. And it wouldn't matter if the distributor is within other part of the world, as he could be contacted by a cell phone to check with the prices (Debowski 2006).

Therefore globalization is both curse and a boon. It really is a threat since it will bring many companies to the market which means clients are exposed to various services. So there's a good likelihood that customer may well not adhere to one brand or to one service only. Because of globalization we can not trust the trustworthiness of a person. Since clients have wide range of selections, companies will battle to become more inventive and creative to compete with the competitor's services and prices (Debowski 2006).

Due to the risks and pressure from the global market, a company would face another external factor, stakeholder's pressure. You will see constant involvement of stakeholders using their demands to boost profits to be able to raise the bar of these market shares. Moreover, technology and administration also became major factors too. Since the company is likely to meet their client and stakeholder's demands it has to go through technical change in order to contend with the other organizations. Xerox Company has seen the growing need of knowledge management (Kilometres) in 1995 and integrated KM to increase its customer service and financial performance (Debowski 2006).

The organizational composition including the interior knowledge culture

According to Fink (2004 p. 141) knowledge culture 'is the main value for the implementation of knowledge management because one important aspect of knowledge management is having culture that fosters collaboration and showing'. Knowledge culture was put in place by Dan Holtshouse, director of commercial strategy, who experienced a hunch that knowledge management would be an extension of their file management. The business has developed tools like Eureka and Docushare which helped in posting their intellectual capital. Eureka is utilized to permit Xerox's services to build up and reuse intellectual capital among its service reps all over the world. Usually these reps make one million service cell phone calls on a monthly basis and sometimes they could come across the problems among their clients that had not observed in the documentation. To discover a resolution for such issues would take time and even if they do solve there was no option of showing it to others. So a fresh knowledge base was developed where the repetitions can talk about their quality to the new problems which can only help other employees to solve their client problems quickly. Docushare, which is somewhat much like Eureka, has an understanding base which shares the documents on the list of scientists focusing on the same job. This culture in inside organization has developed a communication which can be linked to all around the company. This communication evolves directness, integrity and a culture of writing. Knowledge culture provides work staff along by sharing knowledge (Debowski 2006).

In order to create and develop knowledge culture, organizational structure is very important. It describes how the powers and duties are dispersed within an firm and also how knowledge should distributed so that the employees could easily change it (Debowski 2006).

Knowledge workers

Knowledge worker is someone who works with his head alternatively than his hands to be able to produce an efficient result. Usually they deal with a problematic issue or situation with the own personal knowledge. To reshape their present knowledge, knowledge personnel focus on new information, by proper research, they will learn new skills and use them to solve problematic situations, develop new ideas or services and products. They usually work with their brain ability alternatively than physical electric power plus they use various ways to resolve issues and choose the simple and easiest method for the employees and they likewise have the to choose which solution to be implemented a concern (Debowski 2006).

As we talked about before the service technicians in Xerox usually makes 1 million phone calls per month to keep up their products. In these phone calls, employees sometimes face problems that they had not seen before. So these issues are fixed by the data individuals. These problems could create a lengthy downtime for clients because of this Xerox could lose money and clients. So knowledge personnel use their minds to solve such problems, they'll make sure that such problems are not repeated again (Debowski 2006).

Knowledge worker may have various forms of organizational knowledge (Debowski 2006)

Know what: Knowledge gained from various options, systems and business process that found in a business (Hislop 2009)

Know who: Knowledge of the identity of varied groups, organization devices and folks who become knowledge source (Hislop 2009)

Knowledge how: The use of knowledge runs sophisticated jobs like researching, expanding and screening (Hislop 2009)

Know why: The ability to analyze and discover an appropriate solution (Hislop 2009)

Know where: The capability to find and evaluate accurate resources for the issues (Hislop 2009)

Knowledge leaders

Knowledge leaders are very important for an organization as they are the basic base for knowledge management in a business. These leaders placed goals, support their employees and provide perspective to change theoretical knowledge into functional i. e. in reality. The jobs and tasks of the knowledge innovator will be decided upon the company's condition. An effective leadership may bring a huge impact on easy learning methods among employees and knowledge management activities in companies. The assumption is that a good control would help contributing for the success of the business (Debowski 2006).

Knowledge leaders are required throughout the business which is not something that can be seen only in a single person. An organization needs many people who will offer various types of leadership qualities which could help in the performance of the organization. For that reason a knowledge innovator should have basic characteristics like

Strategic visionary: The goals of knowledge management should be explained by the knowledge leaders so the staff could understand their roles in attaining those goals (Debowski 2006).

Motivator: Knowledge market leaders should encourage others in adding their skills to achieve the goals and also persuade others to consider leadership jobs (Hislop 2009).

Communicator: Should be a good communicator by producing formal and casual links across the organization. Must put into action stations of communication like individual written formats, website updates and meetings (Hislop 2009)

Coach, mentor and model: Knowledge leader can gather resources that will help the people to achieve knowledge. So by operating as coach and mentor, people can perform skills form knowledge leader (Hislop 2009).


Technology has always played a significant role in an organization. It'll bring an enormous difference in the company in performance sensible and also expansion wise. In Xerox Company, we can see that the director of commercial strategy has seen knowledge management system as tool to increase the performance of the organization and also to give a good customer satisfaction. The execution of the new system has turned into a strong pillar of the business (Laguna & Velarde 2000).

Knowledge management system (KMS) is 'a practice adding actionable elements to the info; by capturing the tacit knowledge and changing it to explicit knowledge; by flittering, storing and dissemination explicit knowledge and by creating evaluating new knowledge. ' In such a aspect, tacit knowledge includes viewpoints, perceptions and beliefs etc. Alternatively, explicit knowledge includes rules, items or equations and therefore it can be communicated to others. KMS provides storage which is often retrieved and also evaluation of explicit knowledge. The main aim of KMS is to provide users with accessible computer assisted systems that helps them to share knowledge (Laguna & Velarde 2000).

In Xerox, the Eureka and Docushare fall under the group of KMS. These systems are end user for posting knowledge. Service reps work hard to find a remedy for a difficulty and they would reveal this resolution in a portal where other end user can retrieve it as all the systems are linked by way of a network. So all posts in KMS will be modified in real time where employees could have regular updates to build up their skills. Since the Xerox Corporation has built up a website which is integrated as a cartelized system as it'll be connected up with the organization intranet. So this kind of technology would come under content and business management. This technique is a substantial part of KMS were users can add and retrieve knowledge form the data management portal (Debowski 2006).

Knowledge resources and knowledge-sharing practices

Knowledge sharing and repositories will be the key concepts of any knowledge management system. Knowledge repositories generally look web based index which offers access to discovered knowledge resources in the organization and beyond. For example repository may have (Hislop 2009)

Links to organisational and external sources

Search for the assistance which could be ideal for the users to solve an issue

Referenced materials and services

Discussion topics

Frequently asked question

Case studies

Real- life examples

A portal in which a user can talk about solution

. Though each one of these features not necessarily within a one repository but its design must reflect consumer needs and the data that is important to the business. The repository service which is employed in Xerox is Eureka and Docushare. This technique helps the service reps to search the complete databases to for alternatives which is already distributed by knowledge staff or other associates. This search engine can help the workers to get numerous kinds of information and it will reshape their present knowledge. Moreover, Docushare which use to be an internal tool for experts to collaborate their data has been relocated outside the science area, where researchers are working with engineers and designers share with business programs and market. Therefore sharing knowledge through repositories have become a culture atlanta divorce attorneys organization in order to help and encourage the high participation of the employees as they are responsible to generate the knowledge platform and to make use of it (Debowski 2006).

Knowledge needs

When we classify knowledge a source of information, there must be dependence on that tool. Therefore, determining knowledge needs would help an organization greatly. Corresponding to Gottschalk (2007 p, 111) there are three types to recognize the data needs

Problem decision: This technique mainly handles identifying the problems that knowledge personnel have, solution they may find and decision they try find alternatives.

Critical Success Factors: This method mainly deals with identifying the specific factors that cause success.

Ends Mean evaluation: This technique usually deals with discovering and specifying the external demands and expectation to good and services form company.

The definitive goal of knowledge needs is to achieve goals and purpose by the users, it identifies what a precise knowledge is necessary by the user. Firm future plan is developed credited to knowledge needs.

Knowledge gaps

According to Srinivasan ( 2004 p. 119) Knowledge gap occurs because of the common mistaken impression committed by many managers and service providing companies that they know what clients want but in reality they really don't. Other mistakes would also add up once knowledge gap arises. This mistake could happen credited to many reasons like incorrect hiring of staff, insufficient proper training and wrong facilities. To be able to close this distance or at least reduce it, mangers and the staff need to require detail knowledge on what customer wants and then response needs to be built complete service operating system.

Knowledge gap is inspired by

Research orientation: An enterprise attitude towards undertaking customers' research

Upward communication: The circulation of information form frontline personal to higher elements of the industry.

Levels of management: The composition of the business and also the hierarchy of the levels between customers to top management.


What kind of knowledge does the organization use?

How will the company use each kind of that knowledge?

What different source does indeed organisation have to obtain the knowledge?

Apart from the organisation, who else would be using the data?

Is there any knowledge that is seen by some users only?


It is known fact that a firm has many types of knowledge, so that it is necessary to learn how this knowledge is divided within an organisation and how many types are there for the staff members and customers.

It is important to know how this knowledge is utilised by the organisation. For example there might be some knowledge there is restricted for specific users.

Knowledge can be acquired from many resources mainly internally and externally. So it is important to understand these options.

Normally in any organisations, knowledge is distributed to it employees but there is a possibility that it could be distributed to its suppliers or with other organisation too

In the next justification, we discussed about the restrictions to the data, so if there are any limitations then it is important to know why.

Knowledge Audit tools

According to Nabb (2007 p. 94) knowledge audit is 'all important first major stage, stage or step of Kilometres initiative. It can be used to provide a sound exploration into organization's health. ' Knowledge audit is a recognition, authentication and verification tool providing reality finding, inspection and reports. This comprises a report of organizational information and knowledge guidelines and practices. Different types of knowledge audit tools

Gap Examination: A distance between ideal and existing knowledge environment is known as gap analysis. Spaces may stop the move of creativity, stop opportunities for group improvement or destruction technology implementation. It can be reduced if an assessment is performed on existing knowledge in the business, like where it is, that has it and which responsibilities that knowledge requires to be found in (Debowski 2006).

Concept map: This tool is employed to visualise the transfer of knowledge between at least two people. Visualising in a form of maps is an outstanding concept of representing and interacting knowledge (Debowski 2006).

SWOT examination: SWOT suggest advantages, weaknesses, opportunities and hazards involved with a job or within an organization. For instance, strengths define the inner attributes of the staff or the company that are beneficial to accomplish a goal or target. Weakness defines the inner attributes of the person or the company that are a threat to accomplishing the target. Opportunities and risks define the external conditions which could be helpful or harmful to achieve the target (Debowski 2006).

Exit Interviews: When staffs of any company are giving, they might be taking knowledge along with them in their heads. So exit interviews help the business to file their knowledge by interview them so that may be utilized by the company (Debowski 2006).

Storytelling: That is an important tool in knowledge posting; it essentially allows the user to talk about their knowledge with feelings and framework. However, these reviews are not rather stories but stores told about what's heading inside of a corporation (Debowski 2006).


Eureka and Docushare possessed an enormous positive effect on Xerox Company as it offers an enormous community of knowledge showing initiatives of 25, 000 employees. Because it is a success it is recommended they start it to assimilate in all of its branches so that its 90, 000 employees could also use it for everyday jobs as it could bring a massive difference in customer satisfaction and financial performance.

Since KM is new culture that will pass on in coming times of Xerox, it's important to teach employees properly and make them for the new technology. Since 25, 000 are already trained and modified well with Eureka and Docushare, it is strongly recommended these teams should be dispersed worldwide to various Xerox branches so that they can support the new employees in their training program.

Moreover is essential that the supervisors should take up the functions of knowledge leaders as it's their responsibility to coach, coach and support their groups and other staff members. And it recommended that these market leaders encourage staff to communicate openly with them if they're facing issues in training programs. It is necessary to audit knowledge for space examination since new change management might increase or reduce the development of work. Therefore gap evaluation and SWOT analysis should be conducted regularly to audit the data.

Knowledge leaders should look for knowledge dependence on their workers, because execution of Kilometres may create problems for knowledge personnel who are new to this technique. So discovering their problems and providing quality for difficult situation should be achieved.

Finally we can say that whenever KM is being implemented all over the organization it is important to consider all factors like knowledge needs, knowledge spaces and using knowledge audit tools would help the company to work at a concrete strategy to help it get into a journey of success.


These article discuses about the importance of knowledge management in an group like Xerox Corporation. This company experienced a hunch that KM will be a natural extension of documenting management. Therefore they developed a KM where employees could use to talk about knowledge to other. Kilometres has turned into a centralized system in Xerox where employees who found a new resolution to an mysterious problem would report it in Kilometres online portal called Eureka. So when other employees face that same issue would search the data base for a solution. Due to this there was a significant cost reduction and encourages employees to utilize the Kilometres.

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