Knowledge management in pursuit of performance: Insights from nortel networks

Anne P. Massey, Mitzi M. Montoya-Weiss, Tony M. O'Driscoll

Research output: Contribution to journalArticle

201 Citations (Scopus)

Abstract

From 1994 through 2000, Nortel Networks transformed itself from a technology-focused to an opportunity/customer-focused company. By 2000, Nortel was a profitable, innovative leader in the telecommunications industry. The change was the result of an ambitious effort to redesign its entire new product development (NPD) process such that time-to-market was significantly reduced. NPD is highly knowledge-intensive work based on the individual and collective expertise of employees. The primary focus of this case study is on Nortel's efforts to reengineer the front-end of its NPD process and capitalize on knowledge assets. This effort was built around a process-oriented knowledge management (KM) strategy, involving a tripartite and systematic focus on process, people, and technology. Through our case analysis we develop a model of KM success by exploring Nortel's KM strategy and the managerial, resource, and environmental factors that influenced Nortel's success. Nortel's experiences suggest lessons for other firms attempting to manage knowledge assets in core business processes.

Original languageEnglish (US)
Pages (from-to)269-289
Number of pages21
JournalMIS Quarterly: Management Information Systems
Volume26
Issue number3
StatePublished - Sep 2002
Externally publishedYes

Fingerprint

Knowledge management
knowledge management
Product development
performance
Telecommunication industry
assets
Industry
Personnel
telecommunication
environmental factors
expertise
customer
employee
Knowledge assets
Knowledge management strategy
New product development process
leader
firm
industry
market

Keywords

  • Corporate strategy
  • Knowledge management
  • Knowledge management systems
  • New product development
  • Organizational knowledge management

ASJC Scopus subject areas

  • Information Systems
  • Management Information Systems
  • Library and Information Sciences
  • Management of Technology and Innovation
  • Strategy and Management

Cite this

Massey, A. P., Montoya-Weiss, M. M., & O'Driscoll, T. M. (2002). Knowledge management in pursuit of performance: Insights from nortel networks. MIS Quarterly: Management Information Systems, 26(3), 269-289.

Knowledge management in pursuit of performance : Insights from nortel networks. / Massey, Anne P.; Montoya-Weiss, Mitzi M.; O'Driscoll, Tony M.

In: MIS Quarterly: Management Information Systems, Vol. 26, No. 3, 09.2002, p. 269-289.

Research output: Contribution to journalArticle

Massey, AP, Montoya-Weiss, MM & O'Driscoll, TM 2002, 'Knowledge management in pursuit of performance: Insights from nortel networks', MIS Quarterly: Management Information Systems, vol. 26, no. 3, pp. 269-289.
Massey, Anne P. ; Montoya-Weiss, Mitzi M. ; O'Driscoll, Tony M. / Knowledge management in pursuit of performance : Insights from nortel networks. In: MIS Quarterly: Management Information Systems. 2002 ; Vol. 26, No. 3. pp. 269-289.
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