摘 要 在自由經濟之供需環境下,知識服務業孕育而生,這項產業結合了當今企業管理的熱門議題:「知識管理」及許多「傳統服務業」的特質,發展「知識服務系統」及掌握「知識服務業作業管理功能」以提供知識服務業發展藍圖、提升知識服務的品質、追求服務效率與速度、降低服務成本,是本研究的動機。發展知識服務業的服務系統設計與作業管理功能架構,進行個案實證以回饋修正理論模式是主要研究目標。 蒐集、分析、整理相關文獻,明確掌握知識系統與服務系統的本質、特性,再以知識管理及系統觀為輔,將服務業的系統設計內涵與作業管理功能加以詮釋。本研究發展歸納出一般知識服務業系統設計及作業管理功能的架構,包括知識服務產品設計、資源規劃、結構建置、內容設計、流程設計、環境建置、場址選置等。 在規劃發展「知識服務系統設計與作業管理架構」時,先以系統觀界定何謂「知識服務系統」,再探討「知識服務業系統設計的組成要項」。本研究依知識服務系統模型先進行「知識服務作業管理流程」的建構,再輔以「知識服務作業管理循環系統」及「知識服務業系統設計與作業管理功能一覽表」導引出「知識服務業作業系統功能」。 至於知識服務業作業管理在知識服務產業之角色則以「知識服務業系統及作業管理架構資訊流程圖」、「知識服務價值鏈」及「知識管理作業流程」為其定位。 本研究採用專家訪談,實證所發展之「知識服務業之系統設計與作業管理功能架構」可供知識服務業者清楚界定知識服務業之範疇,進一步掌握所本身具備之屬性並分配管理資源於必要的作業項目。
ABSTRACT Knowledge service industry are incubated and created under the supply and demand of free economic environment. Knowledge management and conventional service constitutes the characterstics and essence. This thesis is developing a knowledge management system and associated operating frame motivated by providing developing blueprint, advancing service quality,cost reduction, and efficiency pursuits. The management system and operating management frame are examined with case study. Sixteen components of management system and operating management frame are resulted from analyzing of existing literatures. The system and operating management frame including product design, resource programming, architecture establishment, contents design, flow design and environment design. Knowledge service system is identified by so called system-view,i.e.,interface,process,interactive and resource. The key elements of system and operating management frame are searched. This research develop knowledge service model and operation management flow. Knowledge service operation management system function is developed according to the system cycle, function tables and management flow. Knowledge service industry play the role of knowledgement in the knowledge value chain. This research does several interview with experts in different companies and prove the developed system schema can be used by knowledge service industry. It can help the enterprise identifying its system scope, character and essence and developing necessary operation management activities.