Buckman Laboratories (A) By William E. Fulmer


Subjects Covered:

Change management; Customer service; Implementing strategy; Knowledge management; Leadership; Trust



This case is accompanied by a Video Short that can be shown in class or included in a digital coursepack. Instructors should consider the timing of making the video available to students, as it may reveal key case details.

Explores the implementation of a cutting-edge knowledge management system in a midsize, specialty chemical company. The initiative, begun in the early 1990s, has received several awards for its efforts. In early 1999, the company is experiencing severe price pressures in all of its key markets and has had to transfer its entire system to a new platform.

Learning objective:

To explore the implementation of a state-of-the-art knowledge management system and the challenge of building virtual trust in a global organization.


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