Best practice transfer: a business imperative -- Creating organisational knowledge of external changes: Globalisation ; European Union ; European business and globalisation ; Best practice in the new economy ; Building organisational knowledge on competition and competitors -- Importance of managing knowledge -- Creating and transferring knowledge in your organisation: focusing on employees and customers: Interpersonal communication ; Focus on custoners -- Technology and knowledge management: Internet ; E-Business -- Leadership factor and knowledge management -- Knowledge, intangible assets and superior performance -- Measuring intangible assets: Business excellence model ; Balanced scorecard ;