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1、Dr. Kuan-Tsae Huang Chairman, TASKCO e-Business Corporation,知識管理之策略與方法,KM的2W, 1H: What, Why, How企業知識管理方向推動知識管理面臨之問題知識管理策略面 了解知識管理策略Survival生存 vs Advancement創新 驅動知識管理策略 管理知識策略知識管理解決方案及方法論競爭力智慧財產流程,Overview,2W,1H of KM,Garry Kasparov,Garry Kasparov與 Deep Blue之間的不同點 .他的直覺、 判斷、經驗,“今天我感覺到一種新智慧的誕生“,知識的產生包
2、括 判斷力 經驗 迅速的辨別力 避免錯誤決策 重複使用性 創新思考力,知識管理嘉言錄,What is KM? 有系統、有組織地善用企業內部知識以提昇績效的方法安侯協和(KPMG)管理顧問公司 為了敏銳對應外部環境的改變而從事的資訊蒐集、決定和行動，也是為了因應各種不同情勢而實施的彈性管理等必要措施勤業(AA)管理顧問公司 讓人可以適時地存取他們所要的資訊，並且利用該資訊來評估問題和機會.微軟公司 企業能否儲存、萃取與傳遞組織知識，並以此作為決策基礎或流程支援的能力. IDC ,Why KM? 不記得過去的人註定會重蹈覆轍 David A. Garvin 資訊爆炸的時代，過多的資訊反而讓人看不到
3、他要的資訊.Peter F. Drucker 好的概念是有待開發的知識，而知道尊敬這些無形知識，善用這些儲存於員工工作中的知識，而把這些知識透明化的企業，才是智慧型企業.Jim Botkin 單一、全面性的管理工具比較有助於跨越組織藩籬的知識分享. Thomas H. Davenport ,What is next?- How to do KM?,Ten Aspects for Organizational Knowledge Management,Establish a Knowledge Management Methodology Designate a Pointerperson Em
4、power Knowledge Workers Manage Customer Centric Knowledge Manage Core Competencies Foster Collaboration and Innovation Learn from Best Practices Extend Knowledge Sourcing Interconnect Communities of Expertise Report the Measured Value of Knowledge Asset,策略面 知識管理的應從哪一層面切入(部門/計畫) 推動執行面 文件資料與知識物件區分與整合
5、越有knowledge的人越忙，如何能讓他們把knowledge貢獻出來 知識管理的過程中，誰來作品質控管 如何萃取別人所貢獻知識之菁華 管理面 如何進行知識的分享與社群之推動 如何衡量知識管理之績效 IT技術面 如何透過單一platform，讓使用者不會作太多重複的事情 系統將來的擴充性,推動知識管理面臨之問題,你想要什麼樣的知識管理系統？,文件?,知識?,搜尋引擎?,Portal?,Strategy,Understanding Knowledge Strategy,Tierney, (1999) “A companys KM strategy should reflect its comp
6、etitive strategy.” With focus on creating value for customers, turning a profit, and managing people. Zack, (1999) “ the most important context for guiding knowledge management is the firms strategy. Knowledge is the fundamental basis of competition. Competing successfully on knowledge requires eith
7、er aligning strategy to what the organization knows, or developing the knowledge and capabilities needed to support a desired strategy.,Types of Strategy Survival vs. Advancement (von Krogh, Roos, Slocum, 1994) Survival 維持目前的成就水準，需掌握現有市場與競爭者 Advancement 達到未來的成就，創造新市場、新技術，新產品 需要知識創新,Market Growth,Cus
8、tomer Intimacy,Operational Effectiveness,市場的成長： 提升市場佔有率 增加市場長處 增強配銷網路,與客戶形成長期且遠深的關係 與客戶的成功一起成長,利潤的成長 生產力的提昇 成本的控制,Strategic Drivers,Business Strategy,Market Growth,Knowledge Strategy,Operational Effectiveness,Customer Intimacy,Product Innovation Knowledge Creation Intellectual Asset,Product Sales Ti
9、me to Market Distribution Networks Pricing Strategy Patent & Product Leverage,Process Innovation Knowledge Sharing Developing Learning Culture,Business Innovation Customer Knowledge Integration Branding Knowledge,Process streamlining Supply chain mgt Accounting & Financing,Customer retention Custome
10、r product needs Revenue growth Partnering / Alliancing,What Drives Knowledge Strategy? Business Strategy 具有競爭力的知識為何? 關鍵性的知識缺口為何? Product Innovation 是否能發展出獨一無二的產品? 是否可縮短產品發展的時程? Organizational Complexity 快速與資訊過多的適應性? 建立一個快速學習的組織? Customers and Markets 深度瞭解客戶的需求 根據客戶的需求快速提供整體解決方案,Managing Knowledge St
11、rategy,What do we know and where is it ?,How do we participate with this know-how?,How do we support this know-how?,What processes leverage that know-how?,Collaborative Technology,Practices,Knowledge Resources,Culture and Learning,Four Enabling Dimensions,Collaborative Technology,Knowledge Resources
12、,Core and complementary competencies Organizational capabilities Structured and unstructured information Personal knowledge and unique skills Customer relationships Intellectual property,Infrastructure and standard systems Groupware and email applications Web-enabled portals and Internet application
13、s Process management systems,A Manufacturers example,Marketing writes the white papers Engineering writes the specification Technical Publications writes the manual Marketing Communications writes the brochure Training writes the course Everybody writes the presentations Technical support takes the
14、calls,Reengineered processes and created an organization focused on customer needs, including: Marketing Sales Support Technical Support Technical Publications Test Engineering,What do we want to create?,Information that is: created once and re-used located in one source easy to access viewable in m
15、ultiple ways updated simultaneously worldwide accurate created with a consistent process,New service business,Created a global extranet targeting the automation sales, marketing & support channel Based on Intellectual Assets Collective Knowledge Knowledge Management,All registered users may contribu
16、te content (subject to approval process) Users communicate through monitored, online discussion forums targeting specific needs Users are continually encouraged to provide feedback Site Content,KM Needs to Addressing the 4Cs.,Community - Leveraging live media, driving relationships, bringing profess
17、ionals together online for events, distance learning, shared experiences.Commerce - Building opportunities, the central online marketplace for digital-media equipment. Expanding this opportunity through vendor storefronts.Context - Enhancing user experience with editorial expertise and a highly interactive, logical environment. Embracing concept of “survival of the easiest.”Content - Bringing together all our collective company assets, our own editorial staff and other third-party relationships. Redefining content to include products - striking alliances.,
