資訊服務業之知識管理系統規劃與應用

Knowledge Management (KM) System Planning and Practical Applications for IT Service Industry

林俊宏(Chun-Hung Lin)

指導教授 ： 葉繼豪

國立臺北科技大學/管理學院/工業工程與管理系EMBA班/碩士(2010年)

https://doi.org/10.6841/NTUT.2010.00459

摘要

筆者任職於軟體服務供應商，在業務執行過程中見證到各企業在強化知識競爭力的企圖心，也意識到自身所處產業在知識管理應用上的迫切需求進而啟發進行本論文研究，研究目的在協助資訊服務業規劃出知識管理架構與導入程序。首先將以兩家已具知識管理雛形的企業為案例研究對象，也將筆者實際執行輔導的一家製造業PDM與知識管理規劃輔導的案例作實務研究報告，藉以蒐集整理知識管理於產業界的應用現況並分析利弊與研究心得，作為本文研究重要參考。
資訊服務業知識管理系統導入規劃案例將先由供應鏈研究分析知識的來源，第二步驟將研究分析不同人力資源於知識管理流程應扮演的角色，第三步驟以平衡計分卡精神規劃知識管理績效考核辦法，最後再規劃導入軟體系統流程。
本論文完成後，已協助一家資訊服務業者規劃完成知識管理導入計畫。並以案例研究總結出知識管理規劃導入時應審慎應對的三項建議，分別是一.知識管理需求與流程規劃應優先於系統導入，二.知識管理導入策略是由上而下或由下而上的差異分析，三.知識管理規劃執行總指揮的特性分析。期望此結論建議能提供相關業界有知識管理需求者在作導入規劃與計畫執行時作為參考，以利計畫推動執行。

關鍵字

知識管理 ； 產品資料管理 ； 企業電子化管理 ； e化管理 ； 研發管理 ； 設計管理

並列摘要

The author, as a provider of Software Services, has witnessed the will and the needs of strengthening their competitiveness on the technical knowledge from various enterprises. I also realized the imperative needs of implementing knowledge management in the Software Services industry, which motivated the study of KM system for IT Service industry. This thesis is intended to assist Information Services industry by designing the framework and the implementing process on knowledge management. First of all, case studies on a large enterprise business with self-developed knowledge management and a small-to-medium sized Information Services company with rudimentary knowledge management were conducted as well as the practical implementation of product data management for a private enterprise in manufacture industry, which was counseled by the author, was also included in order to gather the information and the current situations of implementing knowledge management in industry. Additional analysis on the advantages and disadvantages of applying knowledge management was performed and regarded as important references. In order to design an appropriate knowledge management project for Information Services industry, the sources of knowledge from the supply chain were studied to obtain the integrity of knowledge management from all aspects. Further research and analysis on the roles of various types of human resources in knowledge management were also carried out to clearly characterize the organization and its responsibility for implementing the knowledge management project. To ensure the sustainability of knowledge management in work, a reasonable assessment for executing knowledge management should be achieved and included in the employee evaluation system. Eventually, the utilization of knowledge management software was introduced to comprehensively design the framework and the implementing process for the entire project.
At the end of this thesis, the author has assisted an Information Services company by designing and implementing knowledge management project in work as well as establishing the knowledge map and expert yellow pages for the company. By summarizing the case studies on four different types of companies, the following perspectives/recommendations should be taken into account while implementing knowledge management. (1) The understandings on the requirements and the procedure design of knowledge management should be accomplished prior to the implementation of the KM system. (2) The differences between top-down and bottom-up strategies of implementing KM need to be analyzed. (3) The study and analysis on the personal characteristics of the executive directors for the design and implementation of knowledge management in industry should be performed. Hopefully, the perspectives/recommendations mentioned above will provide crucial information for the related businesses while designing and applying their KM system at work in order to facilitate the process of executing the entire KM project.

並列關鍵字

Knowledge Management ； KM ； Product Data Management ； PDM ； Enterprise e-Management ； Research and Development Management ； Design Management ； e-Business

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