January 2011
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TD Magazine

It’s All in Here! How Do We Get It Out?

Thursday, January 13, 2011

Ron has worked for XYZ company for more than 40 years. He started in a frontline position and has worked his way up to manager of customer service after holding a variety of jobs along the way. Ron has a wealth of knowledge and experience, and he is getting ready to retire. Some of Ron's responsibilities in his current position rely on written policies and procedures, but more of what he does relies on his experience and knowledge. How does his company capture what's in his head - that u

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