Knowledge management in a decentralized global financial services provider: a case study with Allianz Group

We first introduce the overall approach to knowledge management taken by Allianz Group. We then present two specific solution approaches within Allianz Group. The first approach is focused on knowledge sharing across different lines of businesses and various organizational entities within Allianz. The approach is implemented through the new organizational role of centers of competence. The second approach is focused on improvements of knowledge-workers' day-to-day tasks involving document and expert search from various information sources. Here, we report the setup and the results from a pilot study. The aim was to evaluate the implications of different search and retrieval tools on workflow within a representative everyday business environment. Different available information resources with their corresponding security infrastructure were taken into account. The pilot implementation was accompanied by an empirical survey on usage characteristics and usability experiences by the participating knowledge workers.