This section briefly describes three case examples of organizations implementing Intranet-based KM systems.

Hewlett Packard (HP) [R4, R12, R13]

Issues:

HP is known for its open culture to sharing information and knowledge within a business unit. However, senior management is aware that few units are willing to invest time or money in long-term KM initiatives. For HP, a fundamental issue was how to build an electronic system that will add value to users. Such system will serve as an aid for users, thus, reducing the time to get documents that solve customer business problems.

Action taken:

HP rolled out its Electronic Sales Partner Program Intranet (ESP) in February 1995. This Intranet based system contains a repository of 30,000 sales-related documents which are accessible via Netscape Navigator from 110,000 PCs. In addition, ESP provides "technical product information, sales presentations, sales and marketing tactics, customer/account information, and anything else that might benefit field staff." [R4]

Results:

This Intranet KM system has been a success for HP and its users. It has become a tool for the sales force to accessing critical data. Now, HP is able to deliver a document every "1.5 seconds to salespeople somewhere in the world." (website) Submitters of knowledge and users of ESP are reporting phenomenal feedback to senior management in terms of the added valued provided since their participation in these KM initiatives.

HP is one of the few firms that have been able to persuade employees to participate in ESP and to quantify the benefits for using KM initiatives. It has calculated annual savings of $25 million in the U.S. alone from its ESP. (For other KM initiatives using different tools, see links below for more information.)