Successful Knowledge Management programmes can demonstrate clearly defined links to the value proposition ‐ its bottom line being a contribution to business benefits. This is apparent at British Airways where a programme of external intelligence about information technology (IT) developments is being converted into useful IT applications. This paper explains British Airways’ approach to innovation and examines the difficulty in assigning a specific measure to this intangible asset. It also sets out ways in which innovation can produce improvements in business performance.
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