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====== 1.0 Introduction ======
[[ocs:private:01.wp:bb| return to Top of White Paper ]]

  : // “Today’s successful
organizations understand the
power from developing
knowledge services to achieve
organizational goals.” //

We have all heard the term “knowledge is power.” Today, knowledge is
business—“big business.” Organizations have learned it is not only what
they produce that makes them successful. It is also the knowledge of how
they improve products and services, and the use of that knowledge to
further benefit from continuous improvement that sets them apart from
their competition.
Amazon started as a homebased online bookseller in 1994, competing
against Borders, and Barnes and Noble. By 2011, the company had
expanded into selling music, clothes and Web services, to name a few.
Borders had filed for bankruptcy and Barnes and Noble was just holding
steady. By 2018, Amazon “[accounted] for nearly half of [all] online retail
sales.”((
DePillis, Lydia, and Ivory Sherman. __Amazon's Extraordinary 25-Year Evolution.__ 
CNN. Cable News Network, July 5, 2019.
[[https://www.cnn.com/interactive/2018/10/business/amazon-history-timeline/index.html]]
)) So what set Amazon apart from its completion?

Amazon has always been good at using its knowledge from continual
process improvement (CPI) as a business asset.((
Marc Onetto. __When Toyota Met e-Commerce: Lean at Amazon.__.
McKinsey & Company. 
Accessed January 24, 2019.
[[https://www.mckinsey.com/businessfunctions/operations/our-insights/when-toyota-met-e-commerce-lean-at-amazon]]
)) In 2003, Amazon
launched its first knowledge service, based on the online retail platform it
had been developing and perfecting since opening in 1994. Amazon
effectively took a byproduct of service delivery (knowledge of perfected
business practices), created a technology platform to support its practices,
used the platform internally to gain a competitive advantage, and then
opened the platform to the public as a service in 2006. Amazon Web
Services is now “one of the company’s biggest revenue drivers.”((
Michael E. D. Koenig. 
__What Is KM? Knowledge Management Explained__.
KMWorld, 
January 15, 2018.
[[http://www.kmworld.com/Articles/Editorial/What-Is/What-is-KM-Knowledge-Management-Explained-122649.aspx]]
))
Amazon’s development pattern is consistent with the stages of knowledge
service development (See Figure {{ref>stages}}) to refine its data, information and
knowledge into valuable digital services that first generate internal
efficiencies, and then are opened up to the public to generate revenue. 

<figure stages>
{{  :ocs:private:wp:1.1_intro:screen_shot_2021-09-19_at_2.13.09_pm.png?200  | }}
<caption>Stages of Knowledge Service Development.</caption>
</figure>


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