Do the knowledge management strategies of codification and personalisation inform practice in a retail firm? The Case of B&Q.
Harrison, Steven Mark (2012) Do the knowledge management strategies of codification and personalisation inform practice in a retail firm? The Case of B&Q. [Dissertation (University of Nottingham only)] (Unpublished)
Knowledge strategy is an increasingly important concern for managers in almost all industries as they mature, and as the search for competitive advantage moves into knowing more than rivals about customers, resources, and processes. This dissertation seeks to understand how the firm B&Q is addressing this need for an effective way to create and utilise knowledge. B&Q is a retail firm in the home improvement industry. They are the market leader and are aware of and are attempting to reverse a general decline in the industry. Knowledge concerns everything that the firm does from its interactions with customers to the way managers ensure effective performance.
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