Briefing 78 explained the importance of the intangible resource of knowledge to the performance of a firm’s tangible resource-system. For effective learning, knowledge must be captured. Since we are concerned here with the ability to get things done, this discussion is about know-how (how to do things), rather than the know-what of factual information.

A framework for understanding better the effectiveness of group learning starts with a distinction between tacit and explicit knowledge. The discussion of the retailer’s building of ...