集團企業導入知識管理系統成效及改善之研究

企業如何掌握新的管理趨勢與思維，如何運用便捷的資訊化工具來提升管理效能將是致勝的關鍵。如何建構一套完善的知識系統，透過資訊系統將知識有效的保存、分享與應用，成為各企業「知識管理」之主要考量。本研究以大陸跨省之個案A集團導入知識管理系統進行一項問卷調查，對整體滿意度、最常用與認為最實用的功能、最滿意、重視與有待改善的項目、知識類型與對使用率不高的原因進行對集團下各子公司交叉分析，深入探討員工對知識管理系統的使用態度並謀求改善之道與未來推動的建議。研究發現個案A集團員工對知識管理系統整體的滿意度不高，現階段基礎功能使用多，進階的功能仍然應用較少，但對整體系統軟體功能滿意度較高，認為最有用的知識類型為方法/技巧，且在幾個構面依子公司別分析產生不同結果，並勾勒出員工對知識管理系統的期望，提供專案團隊調整各子公司後續推動個別化的焦點與策略。基於研究結果建議該個案A集團專案推動者未來需要理解員工想法與需要加上高階主管明確的表達支持並搭配具體獎勵措施，提升參與意願並期能持續推動及建立分享的文化與氛圍。檢視已累積的知識文件之易用性、更新速度與完整性是否符合員工需要，並讓知識的分享能直接落實在日常工作之中。深化與推廣員工覺得最有用的知識類型，並讓員工了解知識管理推展目的雙向溝通後再進行後續推動焦點擬定，讓各子公司知識管理推動方向能更符合集團發展目標以確保知識管理導入具有實際價值。

關鍵字

知識管理；知識管理系統

並列摘要

How to master new management trend and thinking as well as how to improve management efficiency by means of convenient information tools will be critical for enterprise to achieve success. How to construct a set of complete knowledge management system, and reserve, share and apply the knowledge through information system has been the main consideration of various enterprises in knowledge management. This study based on the knowledge management system in Group A of the mainland china, a questionnaire is made. Intersected analysis is made on overall satisfaction, most common function, most practical function, most satisfied item, most emphasized item, and item to be improved, knowledge type, and reasons for low application rate in various branches of the group is made to further study the application attitude of staffs towards knowledge management system and pursue improvement and suggestion on future promotion. According to the research, staffs in Group A have low satisfaction on overall knowledge management system, and apply more basic function in the present while few advanced function. However, they have relatively high satisfaction on software function of the whole system, and believe the method/skill is the most useful knowledge type. Meanwhile, different results are made according to different branches in several constructive aspects. In addition, the expectation of staffs to knowledge management system is drawn up to provide project teams with focus and strategy in successive promotion of individualism by various branches. Based on the research result, it is suggested that the promoter of Group A shall understand the opinion and demand of staffs in the future, express the clear support of senior managers, allocate specific award measure, promote participation desire, and promote and construct sharing culture and atmosphere. The promoter shall also check whether the usability, update speed, and completeness of accumulated document meet the demand of staffs and facilitate knowledge sharing to be implemented in daily work. In addition, the promoter shall enhance and promote the most useful knowledge type in the opinion of staffs, and perform the successive promotion focus planning after makes staffs to know the objective of knowledge management promotion through communication. As a result, various branches will promote the knowledge management closer to development objective of the group and guarantee the knowledge management to be of practical value.

並列關鍵字

Knowledge management ； knowledge management system

參考文獻

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國際替代計量

集團企業導入知識管理系統成效及改善之研究

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