高爾夫球場知識管理流程之研究

隨著知識經濟及全球化的興起，知識管理己成為企業競爭力之一，知識取代「勞力、資本與土地」已成為新趨勢。本研究主要探討高爾夫球場「知識管理流程」經由個案研究方式訪談4位桃園縣某一高爾夫球場主管人員，探討該球場知識管理流程，藉由分析知識管理流程運用於高爾夫球場經營，並提出建議。經訪談後分析發現以下9點知識流程：1.知識選取：從工作經驗、母公司的資訊管理、消費者的回饋以及組織內與外部的研習會。2.知識的獲得：座談會、心得分享、溝通及經驗傳承等會面對面的溝通方式。3.知識移轉：經驗式的知識移轉及不定時舉辦訓練，以線上學習系統學習及評估。4.知識儲存：每日書面工作日誌、資訊軟體儲存的工作流程及個案歸檔。5.知識流通：制式與經驗式的移轉、定期與不定期開會。6.知識整合：工作職掌制式化、有完整目標與訓練。7.知識創新：在「產品」、「服務」、「管理」、「市場行銷」等方面，均有相關策略實施。8.知識應用：較為依賴母公司的規劃安排。9.知識分享：利用組織改造運用母公司的資訊科技的力量。本研究認為個案球場就目前的推動情形而言，個案球場硬體的建設有一定程度的基礎，但在軟體部分，仍以外顯知識為主要的重點。知識流程的概念須受到經理人與部門主管的認同、體認到知識管理的重要性後，才能成為組織中重要的執行原則，也才可以繼續考量到知識管理的推動計畫或是策略的施行方式。

關鍵字

高爾夫；知識；流程

並列摘要

Knowledge management have already become an item of competition between kinds of big businesses accompany to growing of globalization and knowledge economic. This research is going to discuss ”the process of knowledge management” in golf course by the case research method to interview four superintendents of a certain golf course in Taoyuan County and take advantage it to the operation of golf course, and then give the suggestion. After the interviews, we analyze that 9 process of knowledge. 1. knowledge selection: from job experience, information management of parent company, responses of consumers and internal or external workshop 2. Knowledge acquisition: discussion meeting, emotion sharing, face-to-face, the way of communication. 3. Knowledge transfer: to pass on the knowledge by the experience and holding the training program irregularly scheduled and studying and evaluating by the online studying system 4.Knowledge inventory: daily work report, the process of work file in information software and case saving. 5. Knowledge flow: formally and informally instruct, regular and irregular meeting. 6. Knowledge integration: normally mode in charge of job, and whole goal and training 7. Knowledge innovation: the strategy execution on the aspects of ”product”, ”service” ”management”, ”marketing” 8. Knowledge application: more depend on the arrangement and plan of parent company 9. Knowledge sharing: share organizational knowledge and take the advantage of it to improve, and apply to use the technology information ability of parent company. The research suggests about the current situation of case golf course, there is basic level in concrete construction; focus on obvious knowledge, instead of the software part. The concept of ”the process of knowledge management” has to be accepted by manager and superintendent to assume and consider the importance of it, finally becoming the significant executive principles and at the same time be the way of driving plan of knowledge management or the strategy implementation.