透過您的圖書館登入
IP:34.201.37.128
  • 學位論文

ISO20000與知識管理導入企業之個案研究

The Case Study Of The ISO20000 And Knowledge Management Implementation In Enterprises

指導教授 : 廖述賢
共同指導教授 : 吳錦波(Jiinpo Wu)

摘要


在二十一世紀知識經濟的時代,知識已成為企業經營最重要的資產之ㄧ。而如何有效地創造知識、提昇企業價值與經營的績效,已變成企業在快速變遷的時代中獲得永續經營、確保競爭優勢的關鍵要素。本研究從ISO20000服務管理規範所具備的實踐經驗為基礎,探討發展出一個知識創造(Knowledge Creation)導入與應用之模式,再透過文獻分析、個案探討與模式建立之方式,應用ISO20000標準成為一知識創造之平台以獲得創新機會,達成企業有效創造知識與管理及提昇企業價值。 本研究藉由訪談已導入ISO20000且通過認證之企業,做為推動知識創造系統化過程之開端。首先提出ISO20000標準流程中主要關鍵作業活動,並探討其中蘊含之知識創造的機會。其次,依據個案中專家訪談的結果,分析探討可促進知識創造的ISO20000流程作業活動。接著,結合本研究提出之ISO20000流程模式與Nonaka和Takeuchi的SECI模式及Nonaka與Konno之Ba的情境觀念提出一個ISO20000之知識創造模式。再依據不同個案的知識創造機會做比較分析。最後,整合不同個案的知識創造應用模式,以協助企業有效創造知識及提昇企業價值。 ISO20000是一種由內而外的制度表徵,目的在向外界展現自身的資訊服務品質能力,知識管理是一種由外而內的制度表徵,展現企業文化變革的過程,其目的是知識創造、分享、擷取及過濾外界的知識,進行提昇公司內部人員的素質水準。企業處於一個高度競爭的時代,組織必須不斷的保持知識領先的地位才能確保組織長久,若想要保持知識領先,組織需要不斷創造知識,特別是那些符合組織特質的知識,以提高工作效率、活化組織文化及增加組織的競爭力。本研究在探討如何應用ISO20000標準作業,使成為知識創造的平台以獲得創新機會,並發展ISO20000知識創造模式,提供企業實施知識創造的指引參考。

並列摘要


In the age of 21 century, a knowledge economic age, knowledge is now the most valuable asset to an enterprise. Effectively knowledge creating value and performance, have become the core factors winning eternal running and ensuring competition advantage of an enterprise. The study bases on the best practice through ISO20000, the service management specification, and then, discusses the development of introduction and application model for knowledge creation. Further, by related journals and thesis analysis, cases study, and model establishment, this study applies ISO20000 standards to be a platform gaining new chances, achieves effectuation of knowledge creation for an enterprise, and then, manages and promotes the enterprise value. By interviewing ISO20000 certified company unit, this study initiates the system development of Knowledge Creation. First, it nominates key functions of ISO20000 standard procedures and discovers the Knowledge Creation opportunities. Second, basing on the result of mentioned interviews, the study analyzes and develops the procedures of Knowledge Creation of ISO20000. Third, combining the model of ISO20000 procedure, Nonaka and Takeuchi’s SECI model, and Nonaka and Konno’s Ba simulating concept, the study raises a model of Knowledge Creation of ISO20000. Fourth, the study analyzes and compares the Knowledge Creation opportunities between different cases. At last, consolidation different Knowledge Creation application models, helps enterprises in effective Knowledge Creation and promotes enterprises’ value. ISO20000 is an inner-out symbolic system. It focuses on representing the capability of information service quality. Knowledge Management is an outer-in symbolic system which represents the revolution of a company’s culture. It focuses on creation, sharing, grasping, screening the outer knowledge, and promotes quality standards of inner staffs. Enterprises are now facing a high competition era; the organizations have to keep knowledge eadership to ensure the eternal existence. To do so, the organizations have to create one’s knowledge, especially those compliable to organizations’ features, to promote working efficiency, to vivid the organization culture, and to enhance one’s competition. This study researches renovation opportunities by applying ISO20000 standard procedure and becomes a knowledge creation platform. Further, it develops the ISO20000 kowledge ceation model and provides enterprises the reference index of kowledge ceation.

參考文獻


譚大純(2001)。知識管理文獻回顧與前瞻—以知識作業及知識策略為分類基礎。管理評論,4,93-135。
陳麗鳳(2003)。組織知識創造流程之理論初探。T&D飛訊,8,1-12。
Knowledge Management Systems: Conceptual Foundations and Research
Bennet, A., & Bennet, B. (2004). The Partnership between Organizational Learning and Knowledge Management. In C. W. Holsapple (ed.). Handbook on Knowledge Management Volume 1: Knowledge Matters (439-460). Heidelberg: Springer-Verlag.
Eisenhardt, K. M. (1989). Building Theories from Case Study Research, Academy of Management Review, 14(4), 532-550.

被引用紀錄


童玫菱(2011)。景觀設計工程專案管理關鍵成功因素之研究〔碩士論文,淡江大學〕。華藝線上圖書館。https://doi.org/10.6846%2fTKU.2011.01206
林佩穎(2010)。知識管理系統之研究-以成衣業為例〔碩士論文,淡江大學〕。華藝線上圖書館。https://doi.org/10.6846%2fTKU.2010.00281
簡文(2009)。資訊技術服務管理之事故管理作業研究〔碩士論文,元智大學〕。華藝線上圖書館。https://doi.org/10.6838%2fYZU.2009.00013
蔡孟霖(2012)。知識創新模式與團隊互動模式對知識創新績效之影響:以知識創新流程為中介變數〔碩士論文,崑山科技大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0025-1507201201192200

延伸閱讀