歷年優秀論文獎助 > 2010優秀學位論文得獎名單 >林浩欣
| 研究生 | 林浩欣 |
| 研究生(外文) | Hau-Hsin Lin |
| 論文名稱 | 知識管理系統導入的知識主張研究－以軟體公司顧問師為例 |
| 論文名稱(外文) | A Study on Knowledge Claims of Implementing Knowledge Management System - The Consultants of Software Company as Example |
| 指導教授 | 阮明淑 |
| 指導教授(外文) | Ming-Shu Yuan |
| 口試委員 | |
| 口試日期 | |
| 學位類別 | 碩士 |
| 校院名稱 | 世新大學 |
| 系所名稱 | 資訊傳播學研究所(含碩專班) |
| 論文出版年 | 2010 |
| 畢業學年度 | 98 |
| 語文別 | 中文 |
| 論文頁數 | 190 |
| 中文關鍵詞 | 知識主張、知識主張驗證要素、知識管理系統導入顧問師、知識管理系統導入、知識管理 |
| 外文關鍵詞 | Knowledge Claim、Knowledge Claim Validated Elements、Consultants of Knowledge Management System implement、Knowledge Management System implement、Knowledge Management |
| 中文摘要 | 知識經濟時代來臨，企業強調透過知識掌握先機，因而突顯出知識管理的必要性，也興起知識管理系統及相關軟體的資訊服務需求，更顯現出知識主張為個人或組織用以辨識並留存重要知識作為思維與行動原則的重要性。因此，本研究從軟體公司的知識管理系統導入顧問師（以下簡稱顧問師）之角度，探究其進行知識管理系統導入服務工作的知識主張，了解其用以判斷、審核與利用各種知識資源，而作為決策與行動之原則基準為何，並嘗試描繪其知識主張形成的過程，期作為組織知識競爭優勢形成的相關研究參考。 本研究屬探索性研究，首先利用文獻分析統整文獻並蒐集顧問師之工作資訊或知識，分析歸納作為本研究進行之依據:一、情境中的知識主張研究，可考慮以訪談方法並進行類屬分析較為合適；二、知識主張的驗證方式可歸結為：邏輯判斷、經驗證實或因由、支持聲援、排除與例外等五大原則；三、知識管理系統導入流程作為訪談架構。之後，接續採用深度訪談，進一步探討以下三個問題：一、顧問師的知識管理系統導入工作流程與內容？二、顧問師對於進行知識管理導入服務所認可的最佳決策與行動之原則與模式？三、顧問師對知識管理系統導入服務工作上所認定之專業知識、技能與態度之學習歷程與資料獲取？最後，透過類屬分析與知識主張五大驗證要素之分析，以發現顧問師於知識管理系統導入之知識主張及其形成歷程。 本研究發現顧問師的知識管理系統導入服務之知識分類架構，可歸類為：一、流程本身；二、輔導服務；三、人事合作；與四、知識文件製作；其中，以輔導服務層面為核心串連另外三個構面。最後歸納出顧問師進行知識管理系統導入服務上，共有如下多項知識主張：一、六項關於流程的知識主張；二、十八項輔導服務的知識主張；三、四項人事合作的知識主張；以及四、兩項知識文件產製的知識主張。且顧問師形成知識管理系統導入之知識主張的歷程，從新手到資深顧問師的學習進程，基於導入流程之考量以及從基礎至進階的學習層次，依序為：基本職務內容認識、產品系統功能認識、制式導入流程內容、熟悉企業運作模式、客戶領域知識與應用案例累積、向資深或其他顧問師的學習、輔導經驗的累積以及個人的進階再學習等進程。本研究結果能豐富知識管理領域的相關理論，實務上可提供知識管理相關人員的學習路徑，並作為組織實施知識管理以提升知識競爭力之決策參考。 |
| 外文摘要 | In an era of knowledge-based economy, the enterprises need to grasp the opportunities by knowledge and increase the demand of information service about knowledge management system or the related software. It is obvious that the importance of “Knowledge Claim”, which could be as individual’s principles to determine, examine, and use the knowledge resources. More importantly, for individuals or organizations to identify and retain the core knowledge as the principle- base to make decisions and act. This study investigates knowledge claims of implementing knowledge management system from the viewpoints of Knowledge Management System Consultants (hereinafter referred to as KMS Consultant) of the software company. The study intends to depict how KM Consultants utilizing the knowledge source for making decisions and actions in the situation of implementing knowledge management system. It also describes the process of the formation of their knowledge claims. The outcome of the study will be a helpful reference for future study to explore the formation of knowledge competitive advantage of organization. The study follows the exploratory method to utilize document analysis to integrate the related studies of knowledge claim and the information resource about consultant to implement knowledge management system at the exploratory stage. And, then, with a qualitative study methods by in-depth-interviewing to further explore the detail content of implementing knowledge management system. The data collected were then subjected to the reciprocal application of categorical analysis through five elements, Logic, Experience or Reasoning, Support, Elimination, and Exception of the verification for knowledge claim that were established by author from literature. The result of this study reveals that the knowledge classification structure of consultants implementing knowledge management system, categorized as follow: 1) Process; 2) Consulting services, 3) personnel cooperation, and 4) knowledge documentation production. Among the four dimensions, consulting services is the linker and the core position to link the other three dimensions. The study concludes that knowledge claims of Consultant implementing knowledge management system as: 1) Six items of knowledge claims on the process; 2) Eighteen items of knowledge claims on counseling services; 3) Four items of knowledge claims on the personnel cooperation, and 4) Two items of knowledge claims on knowledge documentation production. In addition to above, the learning process for consultants from the novice to the experienced consultants, The process of forming the knowledge claims of implementing knowledge management systems are: 1) Understanding the basic content of job; 2) Understanding the functions of the production; 3) Understanding the content of standard implementing process; 4)Be familiar with the business mode; 5) Increasing the knowledge and application cases of customers' domain; 6) Learning from other experienced consultants; 7) Accumulating self-experience for counseling; and 8) Advancing Personal re-learning. The results of this study can enrich the field of knowledge management theories, and provide the learning process for related staff about the practical implications of knowledge management. It will be a helpful reference for organization discovering the knowledge claims in various situation which will be the basis for planning the training courses to enhance the competitiveness of knowledge in the further. |
| 連結 | 臺灣博碩士論文知識加值系統 |