The organizational tension refers to the difficulty in achieving a balance between process and practice. Process refers to a top-down structured coordination of people and information whereas practice refers to a more bottom up approach which subscribes to the notion that the best way to foster knowledge is by responding to the creative ways in which people get things done. In the absence of practice rigid structure exists leaving little room for improvisation and in …showed first 75 words of 640 total…

…showed last 75 words of 640 total…went through a refining and scrutinizing process that evaluated them for relevance, applicability and reliability. As a result the database was viewed as a source of established best practices and was accessed by reps around the world. This illustrates the sensitivity to operations that facilitated Xerox's success in capturing the values of social and intellectual capital that existed within workplace communities, especially among people who are not usually the recipients of recognition for knowledge production.