知識管理績效衡量與導入模式之研究

Abstract

本研究對知識管理相關文獻、學者見解及實行知識管理有成企業等資料，加以綜合整理，提出一個以「流程」為主軸之衡量知識管理績效的架構，並結合時間的概念，歸納在不同階段下，知識管理重點活動的選擇。此外，本研究再以企業實行知識管理的策略性目標為研究主體，將此知識管理衡量架構之構面與企業實行知識管理的目標加以配對，瞭解在不同目標下，企業的知識管理活動將如何展開。最後，依此結果，推論出不同策略目標下之知識管理重點選擇。 本研究的進行，主要採取文獻分析及實務觀察的方式，瞭解完整知識管理應包含的因素及其衡量面向與重點，並分析不同的知識管理策略目標，搭配個案並運用本研究所提出之知識管理績效衡量架構加以探討。本研究針對五個個案來分析，分別為：「台積電」、「勤業顧問公司」、「全錄」、「世界銀行」及「惠普」。 透過本研究之分析，歸納出一個完整的知識管理系統應包含五大部分：「組織目標及策略」、「知識流程」、「資訊工具」、「制度/文化」及「學習/回饋」。這五大部分亦是衡量組織實行知識管理績效的基礎。至於企業實行知識管理的策略性目標可分為：「降低成本與提高品質」、「建立最佳實務典範」及「成為學習型組織」、「企業重新定位」及「創新產品開發」等五項。 本研究得到以下結論： 一、 衡量企業的績效應採目標導向，並依企業欲解決之問題或達到之目的，發展績效衡量的標準。 二、 企業實行知識管理之策略性目標不同，因此導入知識管理時所須著重之構面將會有所差異。 三、 知識管理是達成目標的手段，而非僅著重知識本身；「制度/文化」及「學習/回饋」功能的輔助，亦是知識管理不可或缺的。

This study aims at developing a process-oriented model to measure the performance of knowledge management. The model provides not only what to be measured but also how to measure the practice of knowledge management. Moreover, it categorizes knowledge management activities into different stages of the life cycle. Furthermore, this study analyzes the strategic objectives of knowledge management and shows, in case studies, how knowledge management activities proceed in different strategic objectives. An implementation model of knowledge management can be obtained. From the analysis and introduction of this study, an integrated knowledge management system is composed of five components: (1) organizational objectives and strategies, (2) knowledge process, (3) information technology, (4) management system and organizational culture, (5) learning and feedback. These components are the bases of measuring knowledge management in an organization. Addtionally, five strategic objectives of knowledge management are: (1) reducing costs and improving the quality, (2) building best practices, (3) becoming a learning organization, (4) repositioning the business, and (5) developing innovative products. The conclusions are as follows: 1. Performance measurement should be objective – oriented. The organization shall develop the criteria of measurement according to its problems or objectives. 2.Because of different strategic objectives, for each organization to implementating knowledge management should emphasize on diverse dimensions. 3. Knowledge management is a means to reach objectives. Not only “Knowledge” itself is important, the assistance of management system, organizational culture, learning and feedback are also significant as well.