CHAPTER 9 Knowledge Management KM 903877 903877 p

CHAPTER 9 知識管理 （Knowledge Management, KM） 903877_李興國 中山科學研究院 903877_李興國

(p. 349) § 9. 3 知識 F is information that is contextual, relevant, and actionable （適合情境的、有意義的、 可執行的資訊） F is INFORMATION IN ACTION（可以起 作用的知識） F Higher than data and information 中山科學研究院 903877_李興國 12

(p. 349) 資料、資訊與知識 Processed Relevant & INFORMATION actionable DATA KNOWLEDGE Relevant and actionable data 中山科學研究院 903877_李興國 13

(p. 353) 組織記憶 F Individual wells F Information well F Culture well F Transformation well F Structural well F Ecology well 註：well是可供掘取的「井」或「泉源」 中山科學研究院 903877_李興國 21

(p. 354) 組織學習的焦點 F Knowledge source F Product-process focus F Documentation mode F Dissemination mode F Learning focus F Value chain focus F Skill development focus 中山科學研究院 903877_李興國 22

(p. 355) 組織文化 F Culture is a pattern of shared basic assumptions F Most important aspect of KM success F Why don’t people share knowledge? 中山科學研究院 903877_李興國 24

(p. 356) § 9. 5 KM A process of elicitation, transformation, and diffusion of knowledge throughout an enterprise so that it can be shared and thus REUSED F Helps organizations find, select, organize, disseminate, and transfer important information and expertise F Transforms data / information into actionable knowledge to be used effectively anywhere in the organization by anyone F 中山科學研究院 903877_李興國 26

(p. 358) KM目的 F Create knowledge repositories F Improve knowledge access F Enhance the knowledge environment F Manage knowledge as an asset 中山科學研究院 903877_李興國 28

(p. 358) 管理KM系統 F Knowledge creation through learning F Knowledge capture and explication F Knowledge sharing and communication through collaboration F Knowledge access F Knowledge use and reuse F Knowledge archiving 中山科學研究院 903877_李興國 30

(p. 358) 知識庫 F Not a database F Not a knowledge base (like for ES) F A collection of internal and external knowledge 中山科學研究院 903877_李興國 31

(p. 359) KM活動 F Externalization F Intermediation F Cognition 中山科學研究院 903877_李興國 33

(p. 360) KM特性 F Create a knowledge culture F Capture knowledge F Generate knowledge F Explicate (and digitize) knowledge F Share and reuse knowledge F Renew knowledge 中山科學研究院 903877_李興國 34

(p. 362) KM循環模式 F Create knowledge F Capture knowledge F Refine knowledge F Store knowledge F Manage knowledge F Disseminate knowledge 中山科學研究院 903877_李興國 35

(p. 363) KM循環模式 Capture Knowledge Create Knowledge Refine Knowledge Disseminate Knowledge Store Knowledge Manage Knowledge 903877_李興國 中山科學研究院 36

(補充) KM實例 F Mitre F Dow Chemical Company F Xerox F Chrysler F Monsanto F Chevron F Buckman Laboratories F KPMG F Ernst & Young F Arthur Andersen F Andersen Consulting 中山科學研究院 903877_李興國 38

(p. 364) 為何採用KM？ F Cost savings F Better performance F Demonstrated success F Share Best Practices F Competitive advantage 903877_李興國 中山科學研究院 39

(p. 365) § 9. 6 知識長（CKO） F Maximize firm’s knowledge assets F Design and implement KM strategies F Effectively exchange knowledge assets F Promote system use 中山科學研究院 903877_李興國 40

(p. 367) 執行KM方法論的七步驟 1. 2. 3. 4. 5. 6. 7. Identify the problem Prepare for change Create the team Map out the knowledge Create a feedback mechanism Define the building blocks Integrate existing information systems 中山科學研究院 903877_李興國 45

(p. 369) 成功執行KM的十步驟 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 903877_李興國 Establish a KM methodology Designate a pointperson Empower knowledge workers Manage customer-centric knowledge Manage core competencies Foster collaboration and innovation Learn from best practices Extend knowledge sourcing Interconnect communities of expertise (communities of practice) Report the measured value of knowledge 中山科學研究院 assets 46

(補充) KM系統的組成 主功能 相關子系統 E-mail 群組協同運作 (Collaboration) 可使用 具 Microsoft Exchange Server Lotus Domino Server Microsoft Netmeeting 電子白板 (及時討論 / ICQ 視訊會議) 中山科學研究院 903877_李興國 62

(補充) KM系統的組成 主功能 相關子系統 可使用 具 Microsoft Exchange 文件資料庫 Server 彙整 / 分享 Microsoft Site Server 文件及內容管理 Lotus Domino Server (Content Management) Microsoft Index Server 全文檢索系 Louts Domino Server 統 Open Fine 中山科學研究院 903877_李興國 63

(補充) KM系統的組成 主功能 流程管理 (Flow Control) 相關子系統 可使用 具 Microsoft Exchange 公文及簽核 Server 系統 Lotus Domino Server 專案控管 / 流程追蹤 Microsoft Project Team Folder Louts Domino Server Oracle 中山科學研究院 903877_李興國 64

(補充) KM系統的組成 主功能 相關子系統 可使用 具 資料倉儲 商業智慧及決 策資源 (BI / DSS) Microsoft Excel+SQL Server 及資料採擷 Louts Domino Server (Data Mining) Oracle (Data Warehouse) 中山科學研究院 903877_李興國 65

(p. 371) § 9. 8 KM的方法、技術與 具 Email or messaging F Document management F Search engines F Enterprise information portal F Data warehouse F Groupware F Workflow management F Web-based training F Others F 中山科學研究院 903877_李興國 74

(p. 373) KM應用軟體 F Knowware still developing but… – – – Decision. Suite Wincite Data. Ware Knowledge. X Knowledge Share 中山科學研究院 903877_李興國 78

(p. 375) § 9. 9 KM的成功 成功的因素 F F F F Economic performance Technical and organizational infrastructure Standard, flexible knowledge structure Knowledge-friendly culture Clear purpose and language Change in motivational practices Multiple channels for knowledge transfer Senior management support 中山科學研究院 903877_李興國 81

(p. 377) 評量成功與否的方法 F 平衡計分卡(Balanced Scorecard, BSC) F Skandia Navigator F Economic Value Added F Inclusive Valuation Methodology 中山科學研究院 903877_李興國 82

(p. 380) KM失敗的原因 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 903877_李興國 Unclear definition of knowledge Overemphasis on knowledge stock, not flow Belief that knowledge exists outside people’s heads Not recognizing the importance of managing knowledge Failure to manage tacit knowledge Failure to disentangle knowledge from its uses Downplaying reason and thinking Focusing on the past and present, not the future Failure to recognize the importance of experimentation Substituting technology contact for human interface Overemphasis on measuring knowledge, not its outcomes 中山科學研究院 85

(p. 381) § 9. 10 KM與AI F Can use AI in KM F Can use KM in AI F Data mining can create knowledge 中山科學研究院 903877_李興國 86

(p. 382) § 9. 11 電子文件管理（EDM） F A KM for documents F Everyone is on the same page F Documents are up to date F Simple example: corporate phonebook F Lower costs F Better performance 中山科學研究院 903877_李興國 87

(p. 383) § 9. 12 KM未來 F Not a fad F Impact is immense F Research on organizational culture F How to do each step F Are they the right steps? 中山科學研究院 903877_李興國 89

(p. 384) KM F The definition is clear F The concepts are clear F The challenges are – – Clear Surmountable F The benefits are clear (and can be huge) F The tools and technologies are viable 中山科學研究院 903877_李興國 90

(p. 384) KM主要議題 F Organizational culture F Executive sponsorship F Measuring success F The future: Comprehensive standardized KM packages 中山科學研究院 903877_李興國 91

(p. 384) KM F “The wise see knowledge and action as one” (Bhagvad Gita) F Intelligent organizations recognize that knowledge is an asset, perhaps the only one that grows over time, and when harnessed effectively can sustain the ability to continuously compete and innovate. 中山科學研究院 903877_李興國 92

(p. 390) 應用個案 9. 1 Chrysler’s New Know-Mobiles 9. 2 Knowledge the Chevron Way 中山科學研究院 903877_李興國 93

分享－KM參考資料 （西文圖書） F F F (補充) Alan Radding, Knowledge Management : Succeeding in the Information-Based Global Economy. Computer Technology Research Corporation, 1998 Amrit Tiwana and Miles Williams, Essential Guide to Knowledge Management, The: E-Business and CRM Applications. Prentice Hall Computer Books, 2000 Amrit Tiwana, Knowledge Management Toolkit, The: Practical Techniques for Building a Knowledge Management System. Prentice Hall, 1999 Annie Brooking. Corporate memory : strategies for knowledge management. London ; New York : International Thomson Business Press, 1999 Charles Despres and Daniele Chauvel, Knowledge Horizons: the present and promise of Knowledge Management. Butterworth. Heinemann, 2000 中山科學研究院 903877_李興國 114

分享－KM參考資料 （西文圖書） F F F (補充) Cindy Hubert and Susan Elliott Carla O'Dell, Knowledge Management: A Guide for Your Journey to Best-Practice Processes. American Productivity & Quality Center, 2000 Daryl Morey, Mark Maybury and Bhavani Thuraisingham, Knowledge Management. MIT Press, 2001 David G. Schwartz, Monica Divitini, Terje Brasethvik. Internet-based organizational memory and knowledge management. Hershey, PA : Idea Group Pub. , 2000 David Loshin, Enterprise Knowledge Management: The Data Quality Approach. Morgan Kaufmann Publishers, 2001 Dede Bonner, In Action: Leading Knowledge Management and Learning. American Society for Training & Development, 2000 中山科學研究院 903877_李興國 115

分享－KM參考資料 （西文圖書） F F F (補充) Elliot King, Data Warehousing and Data Mining : Implementing Strategic Knowledge Management. Computer Technology Research Corporation, 2000 Frances Horibe. Managing knowledge workers : new skills and attitudes to unlock the intellectual capital in your organization. Toronto ; New York : J. Wiley, 1999 Georg von Krogh, Kazuo Ichijo, Ikujiro Nonaka. Enabling knowledge creation : how to unlock the mystery of tacit knowledge and release the power of innovation. Oxford ; New York : Oxford University Press, 2000 Gerry Bernbom, Information Alchemy, The Art and Science of Knowledge Management, Volume 3, EDUCAUSE Leadership Strategies. John Wiley & Sons, 2000 Harvard Business Review on Knowledge Management. Harvard Business School Pr, 1998 中山科學研究院 903877_李興國 116

分享－KM參考資料 （西文圖書） (補充) James W. Cortada and John A. Woods, The Knowledge Management Yearbook 1999 -2000. Butterworth-Heinemann, 1999 F James W. Cortada and John A. Woods, The Knowledge Management Yearbook 2000 -2001. Butterworth-Heinemann, 2000 F James W. Cortada, John A. Woods. Knowledge management yearbook 2000 -2001. Boston, MA : Butterworth-Heinemann, 2000 F Jay Liebowitz and Lyle C. Wilcox, Knowledge Management and Its Integrative Elements. CRC Press, 1997 F Jay Liebowitz, Knowledge Management Handbook. CRC Press, 1999 F 中山科學研究院 903877_李興國 117

分享－KM參考資料 （西文圖書） F F F (補充) Jay Liebowitz. Building organizational intelligence : a knowledge management primer. CRC Press, 1999 Jeffrey Pfeffer and Robert I. Sutton, A Guide to the Project Management Body of Knowledge : 2000 Edition. Harvard Business School Pr, 2000 Jerry Cochran, Mission-Critical Microsoft Exchange 2000, Building Highly-Available Messaging and Knowledge Management Systems. Digital Press, 2000 Joachim W. Schmidt, Costantino Thanos, editors. Foundations of knowledge base management : contributions from logic, databases, and artificial intelligence. Berlin ; New York : Springer-Verlag, 1989 Joe Tidd. From knowledge management to strategic competence : measuring technological, market and organisational innovation. London : Imperial College Press, 2000 中山科學研究院 903877_李興國 118

分享－KM參考資料 （西文圖書） (補充) Kathy Harris, Knowledge Management: Driving Innovation. Gartner. Group, 1999 F Kuan-Tsae Huang, et al, Quality Information and Knowledge Management. Prentice Hall, 1998 F Layna Fischer, Excellence in Practice Volume III: Innovation & Excellence in Workflow Process and Knowledge Management. Future Strategies, 2000 F Liz Maclachlan. Making knowledge successfully : from information audit to knowledge management. Library Association, 2000 F Marazzo, James M. and Connolly, Suzanne D. , Eds. . Knowledge and special libraries. Woburn : Butterworth-Heinemann, 1999 F 中山科學研究院 903877_李興國 119

分享－KM參考資料 （西文圖書） F F F (補充) Meinolf Dierkes. Handbook of organizational learning and knowledge. New York : Oxford University Press, 2001 Nelson Mendonca Mattos. An approach to knowledge base management. Berlin ; New York : Springer-Verlag, 1991 Organization for Economic Co-operation and Development, Knowledge Management in the Learning Society. OECD, 2000 Phil Harkins, Louis L. Carter, Amy J. Timmins. Linkage, Inc. ’s best practices in knowledge management and organizational learning handbook : case studies, instruments, models, research. Lexington, MA : Linkage Incorporated, 2000 Paul S. Myers, Knowledge Management and Organizational Design. Butterworth-Heinemann (Trd), 1996 中山科學研究院 903877_李興國 120

(補充) 分享－KM參考資料 （西文圖書） F Randy J. Frid, Infrastructure for Knowledge Management. i. Universe. com, 2000 F Richard Hunter, Knowledge Management: Achieving Breakthroughs. Gartner. Group, 1998 F Rob Mattison and Brigitte Kilger-Mattison, Web Warehousing and Knowledge Management (Enterprise Computing Series). Mc. Graw-Hill, 1999 F Ron Sanchez and Aime Heene, Strategic Learning and Knowledge Management. John Wiley & Son Ltd, 1997 F Rudy L. Ruggles, Knowledge Management Tools. Butterworth-Heinemann (Trd), 1996 中山科學研究院 903877_李興國 121

分享－KM參考資料 （西文圖書） (補充) F Scott I. Tannenbaum and George M. Alliger, Knowledge Management : Clarifying the Key Issues. IHRIM, 2000 F SLA. Content management : putting knowledge to work. Washington, DC : Special Libraries Association, 1998 F Stewart R. Clegg and Gill Palmer. The politics of management knowledge. London : Sage Publications, 1996 F T. Kanti Srikantaiah and Michael E. D. Koenig. Knowledge management for the information professional. ASIS, 1999 F Uwe Borghoff and Remo Pareschi, Information Technology for Knowledge Management. Springer Verlag, 1998 中山科學研究院 903877_李興國 122

分享－KM參考資料 （西文圖書） (補充) F Wayne Applehans, et al, Managing Knowledge : A Practical Web-Based Approach. Addison-Wesley Pub Co, 1998 F Wendi R. Bukowitz and Ruth L. Williams, Knowledge Management Fieldbook. Financial Times Prentice Hall Publishing, 1999 F William L. Miller and Langdon Morris. 4 th generation R&D : managing knowledge, technology, and innovation. New York : John Wiley, 1999 F Yogesh Malhotra, Knowledge Management and Virtual Organizations. Idea Group Publishing, 2000 中山科學研究院 903877_李興國 123

分享－KM參考資料 （網站資源） F F F F (補充) 台大非同步課程--知識管理概論 http: //ceiba. cc. ntu. edu. tw/km/ Knowledge Management Portal The WWW Virtual Library on Knowledge Management: Forums, Articles, Magazines, Events, Resources, Analyses and News http: //www. brint. com/km/ Knowledge Management Server. http: //www. bus. utexas. edu/kman/ Knowledge Management Magazine. http: //www. kmmag. com/ 劉常勇教授，管理學習知識庫 http: //www. cme. org. tw/know/ 陳家聲教授，知識管理研究中心KMRC http: //www. kmrc. org/package/intro. asp mgtonline. com 知識管理線上 中山科學研究院 http: //www. mgtonline. com/mlife/index. htm 903877_李興國 140

分享－KM參考資料 （網站資源） F F F F (補充) e Knowledge Center http: //www. eknowledgecenter. com/ IBM Knowledge Management http: //www-4. ibm. com/software/data/knowledge/ Lotus Development Corporation--Knowledge Management 蓮花軟體 公司知識管理首頁 http: //www. lotus. com/home. nsf/welcome/km 中國大陸知識管理網頁 http: //www. bsti. ac. cn/kmchina. htm ASIS 1999 Annual Meeting: Conference Program. http: //www. asis. org/Conferences/AM 99/Program/program. html 勤業會計師事務所知識管理網站。 http: //www. accenture. com/ 微軟知識管理網站。 http: //www. microsoft. com/taiwan/technet/dns/km/default. htm 中山科學研究院 903877_李興國 141