Dr Kuan TsaeHuangChairman TASKCOe BusinessCorporation 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vsAdvancement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 1HofKM GarryKasparov GarryKasparov與DeepBlue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 WhatisKM 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 WhyKM 不記得過去的人註定會重蹈覆轍 DavidA Garvin資訊爆炸的時代 過多的資訊反而讓人看不到他要的資訊 PeterF 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 JimBotkin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 ThomasH Davenport Whatisnext HowtodoKM TenAspectsforOrganizationalKnowledgeManagement EstablishaKnowledgeManagementMethodologyDesignateaPointerpersonEmpowerKnowledgeWorkersManageCustomerCentricKnowledgeManageCoreCompetenciesFosterCollaborationandInnovationLearnfromBestPracticesExtendKnowledgeSourcingInterconnectCommunitiesofExpertiseReporttheMeasuredValueofKnowledgeAsset 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 UnderstandingKnowledgeStrategy Tierney 1999 Acompany sKMstrategyshouldreflectitscompetitivestrategy Withfocusoncreatingvalueforcustomers turningaprofit andmanagingpeople Zack 1999 themostimportantcontextforguidingknowledgemanagementisthefirm sstrategy Knowledgeisthefundamentalbasisofcompetition Competingsuccessfullyonknowledgerequireseitheraligningstrategytowhattheorganizationknows ordevelopingtheknowledgeandcapabilitiesneededtosupportadesiredstrategy TypesofStrategySurvivalvs Advancement vonKrogh 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 MarketGrowth CustomerIntimacy OperationalEffectiveness 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 StrategicDrivers BusinessStrategy MarketGrowth KnowledgeStrategy OperationalEffectiveness CustomerIntimacy ProductInnovationKnowledgeCreationIntellectualAsset ProductSalesTimetoMarketDistributionNetworksPricingStrategyPatent ProductLeverage ProcessInnovationKnowledgeSharingDevelopingLearningCulture BusinessInnovationCustomerKnowledgeIntegrationBrandingKnowledge ProcessstreamliningSupplychainmgtAccounting Financing CustomerretentionCustomerproductneedsRevenuegrowthPartnering Alliancing WhatDrivesKnowledgeStrategy BusinessStrategy具有競爭力的知識為何 關鍵性的知識缺口為何 ProductInnovation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 OrganizationalComplexity快速與資訊過多的適應性 建立一個快速學習的組織 CustomersandMarkets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 ManagingKnowledgeStrategy Whatdoweknowandwhereisit Howdoweparticipatewiththisknow how Howdowesupportthisknow how Whatprocessesleveragethatknow how CollaborativeTechnology Practices KnowledgeResources CultureandLearning FourEnablingDimensions 18 CollaborativeTechnology KnowledgeResources CoreandcomplementarycompetenciesOrganizationalcapabilitiesStructuredandunstructuredinformationPersonalknowledgeanduniqueskillsCustomerrelationshipsIntellectualproperty InfrastructureandstandardsystemsGroupwareandemailapplicationsWeb enabledportalsandInternetapplicationsProcessmanagementsystems AManufacturer sexample MarketingwritesthewhitepapersEngineeringwritesthespecificationTechnicalPublicationswritesthemanualMarketingCommunicationswritesthebrochureTrainingwritesthecourseEverybodywritesthepresentationsTechnicalsupporttakesthecalls Reengineeredprocessesandcreatedanorganizationfocusedoncustomerneeds including MarketingSalesSupportTechnicalSupportTechnicalPublicationsTestEngineering Whatdowewanttocreate Informationthatis createdonceandre usedlocatedinonesourceeasytoaccessviewableinmultiplewaysupdatedsimultaneouslyworldwideaccuratecreatedwithaconsistentprocess Newservicebusiness Createdaglobalextranettargetingtheautomationsales marketing supportchannelBasedonIntellectualAssetsCollectiveKnowledgeKnowledgeManagement Allregisteredusersmaycontributecontent subjecttoapprovalprocess Userscommunicatethroughmonitored onlinediscussionforumstargetingspecificneedsUsersarecontinuallyencouragedtoprovidefeedbackSiteContent KMNeedstoAddressingthe4Cs Community Leveraginglivemedia drivingrelationships bringingprofessionalstogetheronlineforevents distancelearning sharedexperiences Commerce Buildingopportunities thecentralonlinemarketplacefordigital mediaequipment Expandingthisopportunitythroughvendorstorefronts Context Enhancinguserexperiencewitheditorialexpertiseandahighlyinteractive logicalenvironment Embracingconceptof survivaloftheeasiest Content Bringingtogetherallourcollectivecompanyassets ourowneditorialstaffandotherthird partyrelationships Redefiningcontenttoincludeproducts strikingalliances Competency Knowledgecanbebestoptimizedthroughafocusoncompetencies TheyarestrategicunitsallowafirmtocompeteonKnowledge 由一群相同興趣 技術 知識的知識工作者所組成是一個非正式 跨部門的組織可擁有不同的思考模式可進行意見交換與整合目標以客戶需求為導向 結合並擴張現存知識的能力 以在最短時間内提供客戶最