This isn't a full report on knowledge management at CervÃ©lo, but a reference from Cycle Sport ("Flying Solo," November 2005) on how they use some intelligence when working with professional cyclists.
In designing new bicycle frame, they work closely with professional cyclists - the people who put the bicycle through its most rigorous on-the-road testing. I found this quote encouraging:
When it comes to taking feedback on the bikes, CervÃ©lo is very careful to analyze the rider, as well as the opinions they offer, so as to place their feedback into perspective. This is because rider feedback is so often very contradictory. ... [O]ne rider will say a bike is too stiff while another will say that it's not stiff enough.
Not only do you need to take feedback, but you need to keep things in the proper context. Beautiful.