To more effectively share knowledge and connectivity between its 13 zone offices, 300+ claim offices and contact centers, and 17,000 agents, State Farm Insurance, a US property and casualty insurer launched a Knowledge Management initiative. The firm established a network of 18 CoP that followed a community charter and focussed on collaboration and best practice transfer. The CoP ranged in size from ten to several hundred members, with an average size of about fifty. Each was self-directed and l...

BPIR Categories

10.2.1 Establish info/knowledge management systems
10.4.4 Manage internal information & knowledge sharing
9.7.2 Provide mechanisms for internal communication
9.7.1 Encourage employee involvement and feedback

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