From Knowledge Engineering to Knowledge Management[Note 1. Parts of this work have been supported by an ...]

Knowledge management is seen by many to be a prerequisite for the successful organization, and one that relies heavily, though not exclusively, on a sound technological infrastructure. A major drawback, though, with current technology (e.g. Lotus Notes and www) is its focus on information management and communication rather than on knowledge itself. What knowledge management needs is tools and techniques that are more oriented towards knowledge – its creation, mapping, transfer and use. We show how many of the methods and tools used in the branch of artificial intelligence known as knowledge engineering can be adapted to provide such a knowledge‐oriented technology, and lead to significant benefits for organizations. A number of case studies are presented which illustrate our points, including decision‐making at Andersen Consulting and best practice at Rolls‐Royce. A more elaborated use is shown in the context of business process re‐engineering, where a new software tool kit called SPEDE is being applied and validated within the aerospace and automotive industries.