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Knowledge management at Ernst & Young UK: getting value through knowledge flows

This case study looks at knowledge management (KM) at Ernst & Young UK (E&Y UK), at the end of 1999/ beginning of 2000. The case describes the business processes to be supported by KM in a professional services firm, and E&Y UK’s efforts in developing a robust Knowledge Management system that can deliver value. The case describes the electronic resources in place, the key processes and the key roles played by people in E&Y’s knowledge management efforts. It concludes by asking how the system should be further developed in the light of the decision to globalize KM in the organization.