A critical Beginning
Before Xerox could commit to KM, the organization should understand the customer‘s and marketplace
knowledge interest. To determine this, Xerox has taken three main aspects such as interests, drivers and
implications to the company. Xerox interviewed 60 knowledge workers outside the organization to research the
productivity of knowledge work. It realized that organizations use and equate KM in number of ways,
depending on their culture. They analyzed the activities that organization associate with KM and divided them
in to 10 domains of KM.