與解決問題有關的知識分享互動模式－以認知觀點

Abstract

知識分享不是组織的目的，组織願意推動知織分享其目的乃在於建構本身的能力，以解决其現階段或下階段所面臨的問题。本研究採用認知的觀黔，将解决明题的過程分爲問题描述、原因分析、要因解释、對策擬定四個階段，並且依序透過實務上的問题情境，探討在此四個解决問题階段中，不同的知識分享互動方式使面臨問题者對問题認知的影響。研究结果顯示在四個階段中，請教資深同仁、定期经驗分享、图隊互動開會、以及調閱客訴歷史纪録等知識分享互動方式均能顯著地提昇面臨者對問题的認知了解。另外，就知識特性而言，隱性知識比顯性知識更爲重要。最後，组織若能塑造高度分享的情境，也能有效提升知識分享互動方式的效能。

Knowledge sharing is not the ultimate purpose, but is the intermediate process of organizations. Applications on increasing organizational capabilities and solving problems in present or next stages are essential enablers to make knowledge sharing valuable. Through cognitive perspective, this study classifies the problem-solving processes into four stages: problem formulation, causesanalysis, root cause interpretation, and alternatives formulation. Knowledge sharing activities in four empirical scenarios are investigated to conclude the important factors for problem solving. This study indicates that consulting senior colleagues, regularly sharing experience, interacting with team members, and reviewing historical complaint-cases reports were significantly useful for improving the understanding and solving of problems. Tacit knowledge is more important than explicit one. This study also finds that highly cooperative sharing environment could increase the effectiveness of knowledge sharing interactions.