Serco Gropu plc Annual Review and Summary Financial Statement ...

e a s y t o d e a l w i t h . W e a r e d e t e r m i n e d t o r e t a i n t h i s c u l t u r e a s w e g r o w, a n d t o s h ar e i d e a s a n d ex p e r i e n c e w o r l d w i d e . I n 1 9 9 9 w e w o n
We are developing techniques to help people share knowledge more
readily. The Serco Institute has been addressing this challenge for several
years. It has developed systems for sharing information across the company,
explored ways of motivating people to share their ideas and know-how, and
fostered the creation of communities within Serco that exchange knowledge
and ideas across contracts, companies and countries. The Institute’s wider
role is to research trends in the outsourcing marketplace, develop management
processes and techniques, and promote best practice. Its brief is to keep us
on the cutting edge of outsourcing and service delivery. With facilities in the
sharing the
S HA RI NG T HE KN O WLED GE
UK and Australia, the Institute team works with Serco businesses and their
staff in 35 countries, as well as with customers, partners, policy units and
academic bodies worldwide.
In an increasingly diverse organisation we
are passionate about sharing ideas and best practice to avoid reinventing the wheel. Constant
communication worldwide helps us understand and manage risks, deliver service improvements
to meet customer expectations and keep our competitive edge.
We are exploring what motivates people to share knowledge and developing techniques to help
them do it more readily. And we are also helping our businesses to form networks and build
‘communities of practice’ which share ideas and experience. To support this process we will
be making further investment in training and technology in 2000.
We are making increasing use of information technology to identify knowledge dispersed around
the organisation and create sustainable, globe-spanning virtual communities. Our intranet is
an increasingly valuable tool, and we are introducing new knowledge management processes
and systems. These will bring the intranet to almost every employee and lead ultimately to
systems that intelligently search the intranet and internet to bring our people individually
tailored information.
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