知識管理與企業流程之整合運用－以某銀行為例

The Integration of Knowledge Management and Business Process：A Case Study of a Bank

傅郁貞(Yu-Chen Fu)

指導教授 ： 盧煜煬

元智大學/管理學院/管理碩士在職專班/碩士(2012年)

摘要

本研究為探討銀行業知識管理系統與企業流程再造（Business Process Reengineering, BPR）之相關議題，並以個案探討方式，將範圍鎖定於特定金控子銀行，探討其如何藉由知識管理與作業流程之整合，讓兩者相輔相成，不僅組織的知識得以蓄積、分享與傳承，同時達到提升作業效率與服務品質之目標。
本研究的目的為：(1)建立一知識管理導向流程再造參考模式，供其他銀行業者建置知識管理系統之參考；(2)探討知識管理系統於嵌入日常作業流程後，於管理階層之運用。研究者以Nonaka & Takuichi（1995）組織知識創造的SECI模式，即社會化、外化、組合化、內化四個構面，來驗證說明個案銀行如何將知識管理系統嵌入日常作業，透過內隱與外顯這兩種知識的轉換，再提供給公司其他員工分享、學習與應用，讓知識能於組織中相互交流與傳承，進而達到新知創造及知識價值最大化的效益。
本研究經由個案探討分析歸納出下列結論：
1. 知識蓄積構面：經由適當之企業流程改造，及資訊科技之輔助，得以將員工內隱知識文件化，儲存為組織的知識。
2. 知識分享構面：建構跨部門的知識分享機制，將企業流程賦予知識分享的特性，可提高知識分享交流的機會。
3. KMS實施構面：先導（Pilot）計劃的實施有助於未來全面性推廣的成功率。
4. 教育訓練構面：經過改造之企業流程，可蘊涵教育訓練之意義。
5. 組織管理構面：知識管理不僅是知識的蓄積、分享、交流與傳承，透過相關知識管理活動及企業流程的運用與分析，更可促使企業不斷改革與成長。

關鍵字

知識管理 ； 企業流程再造

並列摘要

The main research topics focus on Knowledge Management Systems and Business Process Reengineering (BPR) of Banking Industry, and investigate the integration of knowledge management and business processes for the accumulation, sharing and transmission of the organizational knowledge to promoting operational efficiency and service quality via a case study of a subsidiary bank of a specific Financial Holdings Company.
The purposes of this research are as follows:
1. To create a reference model of BPR for Banks to establish the knowledge management system;
2. To study the utilization of the embedded knowledge management system in daily operational activities;
The researcher use the SECI (socialization, externalization, combination, and internalization) model of knowledge creation suggested by Nonaka & Takuichi（1995）to demonstrate how the case bank embeds the knowledge management system into daily operational activities through the transformation from tacit knowledge to explicit knowledge in order to learn, share, and diffuse knowledge for other employees, and also create the maximum benefit of knowledge creation and value.
The findings of the study are summarized as follows:
1. Accumulation of knowledge: Via proper business process reengineering and the aid of information technology, the tacit knowledge can be documented and stored within the organization;
2. Knowledge sharing: The possibility of knowledge sharing can be raised up by establishing inter-divisions knowledge sharing mechanism;
3. KMS implementation: The implementation of a pilot plan comprehensively helps for the success.
4. Educational training: The reengineered business process contains the purport of educational training.
5. Organizational management: The organizational management is not only the accumulation, sharing, communication and inheritance of knowledge, but to speed up an enterprise's reformation and growth.

並列關鍵字

Knowledge Management ； Business Process Reengineering

參考文獻

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