Knowledge Management in Airline Industry: Case Study from the British Airways (original) (raw)

2015

Abstract

With the global expansion and increasing complexity of business processes, knowledge management has become an essential topic for managers. Managing knowledge in organisations influences multiple aspects of the business, starting with the design of organisational strategy and ending with the improvement of customers` experience. In the airline industry knowledge management plays even more important role, taking into the account the scale of the industry and the complexity of its operations. British Airways have been effectively managing knowledge inside the organisation through a variety of tools and represent an interesting case within its industry. The article will explore how knowledge is managed in the British Airways and the impact it has on the business. KEYWORDS K nowledge management, information processes, business strategy, British Airways. 1. INTRODUCTION “Don`t fly @BritishAirways” – said a tweet posted by Hasan Syed, an annoyed customer whose father has lost his luggage ...

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