工作流程與知識管理之關聯性探討

Abstract

隨著知識時代的來臨，使得企業開始意識到唯有能夠持續創造、累積、活用知識的企業才得以在知識時代中屹立不搖，故企業紛紛先後投入組織知識管理的推動。而工作流程系統目前在業界的使用情況相當普遍，具有使企業內部流程透明化、生產力提升、訓練成本降低等優點。故本研究試圖提出一個工作流程系統發展生命週期與知識管理活動對映關聯圖，以說明企業在規劃、發展、使用工作流程系統的同時，其實也間接進行了某項知識管理活動，再藉由企業體不斷的運作，保存於工作流程系統中的知識，也將隨之更新，使知識不致僵化，達到提升企業整體效能的目的。另外，本研究還針對三家大型半導體產業公司目前知識管理推動情形進行瞭解，用以驗證工作流程系統確實有助於企業知識管理活動的進行。並由訪談結果中，歸納出企業發展工作流程系統與進行知識管理推動應考量之因素，供作其它企業未來參考之用。

Enterprises realize only the enterprises, which keep creating, accumulating and exercising their knowledge, could survive in a knowledge era. Therefore, many enterprises are getting to invest lots of resources to push forward knowledge managements in their companies. Moreover, it is popular for a business to use a workflow information system to enhance its operation performance and create it maximum business profit. Therefore, in this research, a relationship between life cycles of workflow systems and knowledge management activities in an enterprise would be discussed. From this relationship, one can find the activities that an enterprise plans; develops and uses workflow systems could be mapped to some knowledge management activities. And, with an enterprise operating, the knowledge stored in these workflow systems would be updated and enhances its operation performance. Three semi-conductor manufacturer cases are studied in this research. In these three case studies, one can find there exists some relationships between a workflow system development life cycle and knowledge management activities in an enterprise. With the interviews, some raw data is collected and processed. One can find some factors might impact a workflow system development and knowledge management exercise. This information might be interesting for other researches.