THE ROLE OF TRUST AT BUCKMAN LABS

If Buckman Labs was not able to exit customers with the friendship required to develop solutions to their operational problems, the ability of the ac community to sell its physical products to those customers would be increasingly difficult.

CEO Buckman knew that the knowledge required by customers was available in the Buckman Labs organization. Some of this knowledge was in company databases. Other elements of the organisational knowledge, however, resided in company projects and processes. Further, the experiences of Buckman Labs employees constituted an additional reservoir of knowledge and, importantly, a facilitator for accessing organizational knowledge. If an increasing proportion of the company's employees were going to be in the study for increasing proportions of their work time, however, the company needed an effective and economic means of assuring that any Buckman Labs employee could access the required organizational information in a timely manner. CEO Buckman conceived the intellect of K'Netix, the knowledge netw

ork that would facilitate the metamorphose of knowledge among Buckman Labs employees to assure that those employees could provide the information required by the company's customers in a timely manner.

How Buckman Design the Knowledge Network

Buckman Labs accomplished a Knowledge Transfer segment within the organization.

The Department developed an Internet-based network for company employees. The network was structured as a private company bulletin board on the CompuServe online network service provider that also provided email operate for the company's employees.

Frequently, considerations of trust occur in narrow frameworks. Trust between management and employees in relation to equity, trust between customers and organizations in relation to product quality, trust between management and investors in relation to the creation of value, and trust between organizations and the public in relation to social responsibility are some of the much frequent contexts for the consideration of the concept of organizational trust. The concept of organizational trust, however, is contextually broad. It includes each of the frameworks indicated above as well as a
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