Federal Express: Turning expressed knowledge in profits ‘Before the emergence of web, Federal Express developed and executed an internal technology based system for automating shipping, tracking and invoicing. In the year1993, Federal Express started to bring this functionality to the internet on a web platform that gave customers access to shipping information 24 hours a day. Customers were capable to input their tracking code and trace the route their packages had taken, from point of pick up to delivery. This level of customer access proved to be tremendous competitive advantage. Federal Express is capable to continually deepen its customer responsiveness by tracking how customers use this website, what they complain about and what additional features they want.’
Question1. Make a distinction between expressed knowledge, expressible knowledge and inexpressible knowledge.
Question2. What do you understand by the term competitive advantage and how can knowledge management aid an organisation to enhance its competitive advantage?
Question3. Illustrate the major myths which people basically associate to knowledge management.