新技術服務部門之顧客知識管理系統設計-以資訊軟體服務業A公司B部門為例

Abstract

在知識經濟的潮流中,多數企業已然了解,透過組織內外部的知識彙集與分享,有機會為組織帶來「藍海」的契機,紛紛出現內部創業的案例,或由外部經理人領軍成立的新事業部出現。在創新求變的洪流中,「知識管理系統」是帶領企業前進的重要角色之一。然而,母公司既有的知識管理系統是否能滿足新技術部門的需求,尚未被組織所重視,學術界也未針對此議題有相關的研究建議。本研究目的即是針對在此組織環境下的經營團隊,規劃合適的知識管理系統。 本研究透過「個案研究法」、「深度訪談」與「觀察法」,收集相關的文獻資料,實際參與該部門的日常工作,觀察部門運作生態,更藉由多次與不同對象的訪談,蒐集第一手的資料,探詢確認該部門對知識管理的需求,並以公司內部的次級資料為輔,進行知識管理系統的規劃,提出相關建議,為該部門建置顧客知識管理系統。 透過以上的研究過程發現,新技術部門顧客知識管理系統的建置,必須要能夠配合部門發展做彈性調整,以確保系統操作與實務的結合性。另外,新技術部門的策略方向、組織定位、各功能團隊分享知識文件的路徑與面對市場的角色、本身的建置資源、部門核心工作及系統開發能力皆為新技術部門建置顧客知識管理系統須考量的因素。In the current knowledge-based economy, there are some cases of internal corporate entrepreneurship or new divisions leading by external managers because many companies understand that they have opportunities to get into the "Blue Ocean" by sharing knowledge within and outside the organizations. "Knowledge Management System (KMS)" plays one of the important roles to lead the company forward in the torrent of innovation and change. However, whether the KMS of parent company is fit or not for the new technical department has not yet been evaluated by organizations and academia also has not relevant research on this topic. The purpose of this study is to propose an appropriate knowledge management system for the new technology department. This case study adopts in-depth interview and observation method to collect first-had data and gathers various sources of second-hand data. Through collecting relevant literature, participating in the daily work of the department, observing their operating process and gathering first-hand information by interviewing various staff to understand the real demand for knowledge management. This research found that the KMS of new technology department must be flexible to match their development and should be integrated with the practical work. In addition, policy direction, organizational positioning, path of knowledge sharing within different functional teams, the various roles in the market, internal resources, core activities and the ability of system development are the major factors in developing a customer KMS for new technology department.