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KM for consistency & innovation (28 Oct 2004)
For example, within a large insurance firm, the development of new products may benefit from an emphasis on innovation, in order to compete more effectively with the many other market players.

Simultaneously, the provision of customer service requires a high degree of consistency and repeatability, in order to protect against legal risk and customer relations issues.

In practice, organisations must learn whether innovation or consistency is appropriate, and set the approach for each business unit accordingly. In this way, some areas of the business are given the freedom to 'break the rules', while others are tightly managed.
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