在知識經濟下,知識成為組織重要的資產,因此知識管理成為管理者必須面對的問題,然而不同組織的知識管理各有不同,有些組織的知識管理作的較好,有些則較差,有鑒於此,本研究欲提出一個整體性且具理論基礎的知識管理成熟度模型,來表示組織知識管理程度上的差異。 本研究模型包含三大元件:成熟度元件、知識管理流程元件以及促成要素元件。基於軟體工程協會「能力成熟度模型(CMM)」的成熟度階層,以持續流程改善的概念,建構出知識管理流程的成熟度階層,包含初始、重複、定義、管理及最佳化階層。此外,依知識管理流程的四個主要次流程:創造、儲存、分享及應用,清楚地描繪組織在每個次流程中的成熟度表現。最後,將知識管理促成要素整合進模型中,描述知識管理促成要素如何在每個成熟度階層裡支援組織達到成熟度階層所規範的目標。 本研究的貢獻如下: 1. 建構一個知識管理流程觀點的知識管理成熟度模型,並將知識管理促成要素整合進模型中,具有整體性及理論基礎。 2. 描繪組織知識管理現況,且為知識管理流程改善提供一個由不成熟到成熟的藍圖。 3. 採取個案研究的方式,應用本模型於三家個案公司中,探討本模型的應用性,並且提供企業間互相比較的基礎。
In the knowledge-based economy, knowledge has become an important asset in an organization and consequently, knowledge management has emerged as an issue managers have to deal with. However, the practice of knowledge management is considered good in some organizations, while bad in others. Therefore, this research aims to construct a knowledge management maturity model to evaluate the difference of organizations’ knowledge management practices. There are three components in the proposed model: maturity levels, knowledge management process, and knowledge management enablers. The maturity levels are based on the capability maturity model (CMM) of SEI. This model divides knowledge management process into four main sub-processes: knowledge creation, knowledge storage, knowledge sharing, and knowledge application, emphasizing the need for continuous process improvement. Furthermore, knowledge management enablers are integrated into this model to describe how they support the practices at each maturity level. The following are the contributions of this research: 1. We construct a knowledge management maturity model from the perspective of knowledge management process, and integrate knowledge management enablers into this model. 2. The model can be used to evaluate how well organizations do in knowledge management, and to provide maturity paths that organizations can follow. 3. The applicability of this model is evaluated through case studies, which also serve to illustrate how knowledge management practices among organizations are compared.