當「知識」取代土地、勞動、資本、機器設備成為企業最重要的關鍵資源,掌握知識即掌握了財富,此意謂著第三波革命已經悄悄來臨;而且世界經濟合作發展組織(OECD)於1996年提出「知識經濟」一詞後,以知識的創新、傳播與運用為主的競爭型態正在全球逐步蔓延。 隨著知識經濟時代的興起,轉化了政府的施政作為,政府機構本質上即為適用知識管理原則的組織,而其成敗將影響施政品質。如何透過有效管理知識,已成為政府政策的重要議題,更為e化時代的管理趨勢。 本研究透過文獻探討、個案訪問及相似案例分析法,並以「某國稅機關」作為研究對象,藉由訪談瞭解公部門導入知識管理所面臨之問題,參酌文獻個案資料及相關理論,透過知識管理元素及評估管理五個面向進行討論,並提出對公部門修正建構知識管理之建言。 因此,本研究提出以下建議: 壹、人員層面建議 一、知識長(CKO)對知識管理的支持與重視 二、中階主管對知識管理的認同與積極推動 三、知識工作者對知識管理重要性的認知及實踐 貳、知識層面建議 一、成立專責單位 二、進行組織知識的盤點 叁、資訊科技層面建議 一、兼顧有用性(usefulness)與易於使用(ease of use) 二、明確的定位 三、支援評估知識管理 四、安全機制之設計 五、未來的發展方向 肆、分享文化層面建議 一、高階主管對知識管理的支持及具體行動 二、成立知識社群 三、訂定績效管理制度 伍、評估管理層面建議 一、設計各階段的衡量指標 二、涵蓋量化與質化的評估標準 三、提供客觀性的指標 四、專責單位的回饋行動
Since “knowledge” substituted land, labor, capital, machine equipment becomes the most important resource of enterprise. While grasping knowledge namely has grasped the wealth. The Third Wave Revolution already has approached quietly. Organization for Economic Cooperation and Development (OECD) proposed “Knowledge-based Economy” in 1996, the competitive pattern of knowledge innovation, dissemination and utilization is spreading gradually all the whole world. Along with knowledge Economy Time starting, transformed the administer policy of government. In fact government is suitable for the principle of knowledge management, and the outcome will affect the administration quality. How to manage knowledge effectively has become the important issue of government’s policy, even become E-time management tendency. This research is with regard to “National Tax Administration” as the case study, and through the interviews to explore the problems of implementing KM in public sector. We hope to propose five issues to improve knowledge management by the case research, documentary analysis, and the similar case analysis method. Therefore, the main suggestions of this study are as below: First, Suggestion regarding Personnel issue 1. Chief Knowledge Officer’s determination and support 2. Middle executives’ agreement and prompting 3. Knowledge workers’ recognition and active participating Second, Suggestion regarding Knowledge issue 1. Set up sole responsibility unit 2. Check organization knowledge Third, Suggestion regarding Information Technology issue 1. usefulness and easy to use 2. Explicit orientation 3. The support for knowledge management’s appraisal 4. The safety mechanism 5. The future development aspect Fourth, Suggestion regarding Share Culture issue 1. High-rank executive express definitely supports and participates actively 2. Set up knowledge community 3. Establish Performance Management system Fifth, Suggestion regarding Appraisal Management issue 1. Designs measurement index on different plane 2. Including quantity and quality appraisal standard 3. Objective index 4. Feed-back of sole responsibility unit