以結合知識管理的工作流程對企業進行效率提升與成本控制之個案研究

A Case Study of Combining Knowledge Management into Workflow to Improve Operational Efficiency and Cost Control

常正(Cheng Chang)

指導教授 ： 吳錦波

淡江大學/管理學院/管理科學研究所企業經營碩士在職專班/碩士(2006年)

https://doi.org/10.6846/TKU.2006.00744

摘要

傳統中小企業為建立與資源少、規模小無關的競爭優勢時的最好的做法是從組織改造著手，工作流程管理系統的重建則是一個簡單、快速、花費少的方式。透過知識管理的理論架構出以知識管理活動所改善的工作流程管理系統，可以使中小企業迅速建構出脫離向下惡性循環的環境，提升企業的競爭力，控制成本與增加企業效率。
由於過去的研究是分別探討知識管理對企業的影響，或是工作流程的改造對企業的幫助，未強調工作流程中知識管理的重要性。即使是工作流程中已包含知識管理的活動，而使用的企業卻仍然無法從中獲得效益。本研究則希望從工作流程的知識管理活動中，強調這些活動對工作流程設計的重要性，讓企業藉由工作流程的改善提升競爭力。
本研究透過訪談與內部資料蒐集方式進行質性研究，研究發現結合知識管理的工作流程管理系統確有控制成本與增進效率提升的功能。其中儲存性、應用性、分享性與創新性的特質主控著工作流程的進行，透過這種具有知識管理的工作流程，可以使個案公司達成成本控制與效率提升的目的。

關鍵字：知識管理、工作流程。

關鍵字

知識管理 ； 工作流程

並列摘要

Small-to-medium enterprises mostly focus on some ways of organizational change, in which it needs few resources, in less scale and it is not so related to gaining competitive advantages. The rebuilding of work process management systems is a simple, fast, and inexpensive way. Through the construction of a theoretical framework of knowledge management and applying the knowledge management activities improve work process will enable enterprises to build an environment which allows them to get away from down-turn business cycles. As a result, it will enhance their competitiveness, control their costs and increase their efficiency.
Previous research has investigated the impacts of knowledge management to business and the effects of work process redesign on business respectively. It has not emphasized the importance of knowledge management in work process. Even if the fact is the work process contains knowledge management activities, businesses have not recognized this fact and benefited from it. Thus, the purpose of this study is to explore the knowledge management activities of work process, to know how importance of the knowledge management activities are to work process redesign, and how the redesign will increase an enterprise’s competitiveness.
This research employs both interview techniques and internal data collection to gather research-related data. The analysis shows that combining knowledge management activities into work process will help to control costs and increase efficiency. More detailed analysis shows that the characteristics of knowledge storage, application, sharing, and innovation contribute to the control of work process, and finally through the combination of knowledge management activities into work process, the case company can achieve its cost control and process efficiency.

並列關鍵字

Knowledge Management ； Workflow

參考文獻

許士軍（1996）。定性研究在管理學上的重要性。中原管理學報，24（2），1-3。

Bassi, L. J. (1997, Dec.). Harnessing the power of intellectual capital. Training

& Development, 51, 25-31.

Beckman, T. (1997). A methodology for knowledge management. International Association of Science and Technology for Development (IASTED) AI and Soft Computing Conference. Banff, Canada.

Bertels, T. (1999, Winter). King without a castle: How local managers can manage change in a pan-European environment, National Productivity Review, 19(1), 29.