Case Study: Success at Ernst & Young's Center for Business Knowledge

I wrote this case study, Online Collaboration Tools, Knowledge Managers, and a Cooperative Culture, in 2003 while working at Ernst & Young in Sydney, Australia, as the Ernst & Young Online Program Manager for Asia. It was published as a chapter within Knowledge Management Tools and Techniques in January 2005.

Ernst & Young's collaborative capability is the central theme to this paper. It aims to provide a background on their approach to knowledge management in order to understand:

• Why Quickplace was selected as the tool to enable collaboration with their clients;
• How this approach contributes to the successful diffusion of a new information technology innovation into their business;
• How it has helped them to manage the risks that exist for organisations that implement Web-based collaboration; and
• To provide a framework that can help other organisations to understand how they can develop the capability to collaborate on-line with other organisations.

Reference as Dellow, J., 2004, 'Success at Ernst & Young's Center for Business Knowledge: Online Collaboration Tools, Knowledge Managers, and a Cooperative Culture', in Madanmohan Rao (ed.), Knowledge Management Tools and Techniques, Elsevier, London.

Further Reading

Other case studies on knowledge management at Ernst & Young:

• Thomas Davenport's classic 1997 case study
• Supporting Computer mediated collaboration at Ernst & Young (PDF, 372KB)
• Factiva's case study (PDF, 985KB) on integrating Factiva into Ernst & Young’s knowledge infrastructure
• Managing the knowledge behind business decisions through user-centered design – a case study from Human Factors International
• UPDATE: Two more articles/presentations about KM at E&Y

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