KEY FINDINGS

• Partner organizations double the return on their knowledge management investments (ROI).
• The study partners' investment in knowledge management is increasing, but so is their return on investment ROI.
• APQC's Measurement Framework appears to be a valid way to link the investments in knowledge management with the measurable outcomes achieved.
• The study partners do not create separate knowledge management measures of outcomes; they use the business measures of outcomes and then work backward to design knowledge management activities and measures that focus on those outcomes.
• The operational nature of the partners' knowledge management objectives drive them to tangible measures and outcomes.
• Partners have engaged other business units in funding the knowledge management program.
• Partners use communities of practice as their platform for knowledge management and deploy several knowledge management activities within these communities to create a custom approach to achieving objectives.
• Expertise locator systems are important.
• Stories can illustrate the relationship between knowledge management activities and business outcomes.
• Just because knowledge is intangible, does not mean that its impact is.