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Today Knowledge Management and innovation have become factors for success. Organizations must compete in such complex and competitive environment in order to stay competitive. The organizations must know how to implement and distribute knowledge in the organizational process in order to achieve a sustainable competitive advantages. The organizations have invested heavily in building Knowledge Management Systems. Knowledge Management is essentially important especially in airline industry. In order to prove the previous statement, an airline industry – British Airways has been chosen to show how the industry has applied and used Knowledge Management in managing their business. British Airways has applied Knowledge Management in strategic planning, communication and customer experience.

An Examination and Critique of the Use of Knowledge Management in Achieving and Sustaining Competitive Advantage in Business