Appendices and Knowledge Management Toolkit on CD-ROM. Includes bibliographical references (p. 87-93).

1. Introduction -- 2. Organizations implementing KM strategies and initiatives : benefits and costs -- 3. Roles of leadership and management -- 4. Characteristics that support knowledge sharing and learning organizations -- 5. Critical success factors and barriers to successful implementation of KM in drinking water utilities -- 6. The effects of alignment and misalignment between KM and core planning processes -- 7. An assessment tool -- 8. The KM toolkit -- References -- Appendix A. Survey results -- Appendix B. Project studies -- Appendix C. Knowledge management toolkit tools -- Appendix D. Assessment instrument questions and interpretations -- Appendix E. Knowledge management toolkit intro and process phases -- Appendix F. Business case for knowledge management -- Appendix G. Regulatory perspective for drinking water utilities -- Appendix H. Knowledge management toolkit ideas -- Appendix I. Knowledge management toolkit indexes -- KM toolkit.