A case study of an approach to Knowledge Management in development and maintenance of information application systems of an Information Technology outsourcer

This paper is a case study of "Knowledge Management" (KM) ill all outsourcer of Information-Technology. (This is expressed as "Co.-A".) In this paper, one approach of "KM" using "Process Standards", which integrates "KM processes" and "Operation processes" is stated. There are stages in this approach. First, Stage-1 is "Cognitive", in which we make members of Co.-A recognize a view of KM.-Second, Stage-2 is "Behavioral", in which a tool is used and KM gets into concrete action. And ill Stage-3, we improve business performance indexes, such as quality (Q), cost (C), and time to delivery (D), through Continuous process improvements. Then, we describe results of this case study, including reference to three methods of KM: "Knowledge Integration", "Knowledge Cooperation", and "Communities of Practice".