KM practice, according to Sveiby, generally falls along two areas which he calls “IT track” and “people track”. I propose a third track, the process track, which looks at how people work together to create value for internal or external customers. The third track is what quality managers (QM) do (although they do not call what they do as “knowledge management”). Here are some examples of tools used by practitioners under each track:
The same knowledge can be inter-converted between embedded knowledge in information systems, embodied knowledge in people’s heads and enculturated knowledge in process teams. Therefore, it makes better sense to manage the total system rather than to look at its mental slices: an IT slice, a HRM slice and a QM slice:
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