營建知識社群知識加值績效量化評估模式之研究

知識管理（KM）在過去十年間逐漸受到營建業界重視，然而其實施績效的評估卻遠遠落後於對知識管理系統（KMS）相關軟硬體的投資。由於缺乏客觀量化之知識管理績效評量方法，公司管理者無法瞭解由知識管理系統所產生的效益，因而無法制訂有效的KMS改善策略。因此，本文提出「知識加值模式（KVAM）」來協助營建業量化評估發生於知識社群知識管理活動中所產生之價值，可用來作為衡量知識社群與個人知識管理績效的參考標準。本文探討KVAM之理論背景與模式建立過程，並結合模糊算數作為專家判斷之演算方法，以計算知識加值結果。以個案工程顧問公司為應用案例，建立電腦化「知識加值績效量化評估系統（KVAS）」，來量化評估一般知識社群所產生之效益，以驗證本文所提出之理論模式。最後藉由評估後之數據作為知識社群績效管理及改進策略之參考依據。經由個案研究結果發現，本文所提出之KVAM模式不但可以用來評估營建知識社群之績效，更可提供作為知識管理者制訂改善策略之參考工具。

關鍵字

知識管理；績效評估；知識社群；工程顧問

並列摘要

Knowledge management (KM) has received more and more attentions in the past decade, while the assessment of its returns was lagging behind. Very little literature was found on measuring the performance of the knowledge management system (KMS) due to a key problem: lack of quantification methods for measuring the values resulted from a KMS. Without such quantitative models, KM managers could not determine the values generated from a KMS, nor can he/she plan effective strategies to improve the performance of the KMS. The current paper presents a Knowledge Value-Adding Model (KVAM) for quantitative performance evaluation of the Community of Practice (CoP) in an A/E consulting firm. The theoretical backgrounds and detailed process of model development are described. The proposed KVAM has been implemented in the case A/E consulting firm. An internet-based web service system, namely Knowledge Value-Adding System (KVAS) is developed to implement the proposed KVAM. Case study result shows that the proposed KVAM provides a useful tool for KM managers not only to monitor the performance of the CoP and its members but also to plan effective strategy for performance improvement.

並列關鍵字

KM ； performance evaluation ； CoP ； A/E consultant

國際替代計量

營建知識社群知識加值績效量化評估模式之研究

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