????: Turban et.al, Information Technology for Management-Making Connections for Strategic Advantages, 2nd Ed. Update Edition, John Willey

1
??????????????

• ???

2
?????????
???? Turban et.al, Information Technology for
Management-Making Connections for Strategic
Advantages, 2nd Ed. Update Edition, John Willey
Sons, Inc. 2001, p.6
3
????????
???? Turban et.al, Information Technology for
Management-Making Connections for Strategic
Advantages, 2nd Ed. Update Edition, John Willey
Sons, Inc. 2001, p.7
4
?????????????
???? Turban et.al, Information Technology for
Management-Making Connections for Strategic
Advantages, 2nd Ed. Update Edition, John Willey
Sons, Inc. 2001, p.11
5
?????????
???? Turban et.al, Information Technology for
Management-Making Connections for Strategic
Advantages, 2nd Ed. Update Edition, John Willey
Sons, Inc. 2001, p.12
6
??????
???? Turban et.al, Information Technology for
Management-Making Connections for Strategic
Advantages, 2nd Ed. Update Edition, John Willey
Sons, Inc. 2001, p.18
7
??????????(???????????)

• MIT???????????
• ????
• ??????????????????????????????
• ????????????????????????????
• ??????????????,???????,???????
• ??????????????????,?????????
• ????????????????????????
• ??????????,?????????????????,?????????????

8
??????????
9
??????????
10
?????????

• ??????????1100???
• ???????????
• ??????????
• ????
• ????????
• ?????
• ?????????
• ?????

11
UPS??????
???? Turban et.al, Information Technology for
Management-Making Connections for Strategic
Advantages, 2nd Ed. Update Edition, John Willey
Sons, Inc. 2001, p.21
12
???????
???? Turban et.al, Information Technology for
Management-Making Connections for Strategic
Advantages, 2nd Ed. Update Edition, John Willey
Sons, Inc. 2001, p.31
13
(No Transcript)
14
?????????(???????????)

• ??
• ??????
• ??????
• ???(????)
• ????
• ???????

15
?????????

• ????
• ??IP(Intellectual Property)
• ??????
• ????
• ????

16
?? ??
?? ??
?? ??
?? ??
17
???????

• ??????
• ????(?????????)
• ????/????

18
????? ???????
????
?? ??
?????? ???

• ??????
• ????

?? ???
?? ??
?? ??

• ??????
• ??????

• ????????
• ??????

19
??????

• ??????
• ?????
• ?????
• ???????
• ?????
• ?????
• ????????
• ???? / ????

20
?????

• ????
• ????
• ????
• (?????)

21
?????

• ??????
• ????????
• ??????

22
??????

• ????????
• ???????????
• ???????????
• ??????????

23
??????

• ????
• ?????????
• ????? / ?????
• ????

24
??????

• ???????(Direction)
• ????(Routines)????????
• ????????????(Common Language)
• ?????????
• ???????
• ????????

25
???? / ????

• ??????
• ?????????
• ??????
• ????
• ??????
• ??????

26
Cultural Blockers in a Professional Service Firm

• Its a partnership!
• Internal competition
• Knowledge is power its how youre measured
• I want to look good
• Others will take credit and get promoted
• Chinese Walls Client Confidentiality
• I have no time
• Why should I? Its not my responsibility
• Behaviour change applies to others
• Risk!

27
What Worked

• A business focus
• Intranets including communities of interest
• KnowHow systems
• Contact Databases eg of law firm referrals
• Enterprise portals including news, analysis,
  competitive intelligence
• Extranets including virtual deal rooms
• Structured exchange of knowledge eg internal KM
  conferences
• Project debriefs

28
5 Categories of Knowledge TransferNancy M. Dixon
in Common Knowledge How Companies Thrive by
Sharing What They Know

• Serial transfer re-application by same team,
  of tacit and explicit knowledge gained in one
  context by a team, in a completely new context,
  usually through meetings
• Near transfer explicit routine and frequent
  knowledge from one team to another team doing
  similar work in a different location, by
  electronic dissemination
• Far transfer tacit knowledge gained from
  non-routine task by one team, transferred
  reciprocally to other teams doing similar work in
  another part of the organisation
• Strategic transfer required complex explicit
  and tacit knowledge existing somewhere within the
  organisation is used to accomplish a strategic or
  mission critical task
• Expert transfer explicit knowledge about
  infrequent tasks is sought from others in the
  organisation who have the expertise through
  electronic forums segmented by topic

29
Costs Associated with Knowledge Management

• Personnel to collect information and monitor
  systems
• Equipment costs
• Travel costs to move tacit knowledge
• Costs of benchmarking and site visits
• Consulting costs
• Costs of mistakes

30
(No Transcript)
31
(No Transcript)
32
???????????????

• ????????????????
• ????(HR)?????????????(HC)??
• ?????????????????
• ????????????????
• ??????,??????????????????
• ???????????????

33
CEO?????????

• ????????
• ???? ( Business Transformation )
• ?????? ( Organization Value-Added )
• ?????? ( Core People )
• ????????
• ???????
• HR???????
• ?????????
• ?????????

• ??HR????
• ?????????
• ?????????
• ??????????
• ????
• ????
• ????
• ????
• ????

34
??????????????

• 1. ??????,????????
• ????
• ????
• ????
• ????
• ????
• 2. ?????(HR)??????(HC)
• HR?????
• HR?????
• ????(Intellectual Capital)
• ????(Knowledge Management)

• 3. e-learning????????????
• e-learning????
• e-learning????
• e-learning????
• e-learning????
• e-learning????
• 4. ?????????????
• HRD???????
• ???????
• CHO, CLO, CKO
• ????(Corporate University)
• ????????

35
??????????????

• 5. ????????????????
• ???????
• ???????(Global Literacy)
• ????????
• ????????
• 6. ??????????
• ??e?
• e???
• ???????
• ????
• 7. ?????????????
• ?????(Strategic partner)
• ?????(Change Agent)
• ?????(Employee Champion)
• ??????(Administrative Expert)

• 8. ???????????
• ????(Reaction)
• ????(Learning)
• ????(Behavior)
• ????(Result)
• ???????(ROI)
• 9. ???????????
• ????
• ????
• ????
• ????(Just-In-Time Learning)
• 10. ???????????????
• ???????????
• ???????
• ???????
• ????????
• ???????

36
????(Human Resource)???

• ???????????????????????????
• ??????????,?????????????????,????
• ?????????,????????????

37
?????????????

• ????
• ??????
• ????????
• ???
• ??????
• ??????
• ????????

• ??????
• ??????
• ???????
• ???
• ??????
• ??????
• ????????

38
?HRM??HCM

• Human Resource Management
• Human Capital Management
• ????
• ????
• ????

• ??????????
• ??
• ??
• ??
• ??
• ??

39
??????????????

• ????
• 1. ??????????
• 2. ?????
• 3. ???????
• ????
• 1. ????
• 2. ??????????????????
• ????
• 1. ???????????,?????????????
• 2. ?????????????(e-learning)

• 3. ??????
• 4. ????????
• 5. ????????,????????
• ????
• 1. ????????
• 2. ?????????
• 3. ????????????????????,??????????????
• ????
• ?????????

40
???????????
41
??????????????

• ??????????????????????? ???
• ??????????????????????? ??,??????????????????
  ???????????
• ???????????????????,??? ?????????????
• ??????????????????????? ?,??????????????

42
???????????

• ???????
• ????????
• ?????????
• ?????????????
• ????????????
• ???????????

43
??????????
44
????????(SOD)

• S.O.D
• ?????
• ????
• ????
• ????
• ????

45
????????????????

• ??????????????
• ????????????????????
• ??????????
• ????????
• ???????????

46
????????????
47
?????????

• ???????
• ???????
• ????????
• ????????

48
????????????????
??? ? ? ? ?
Stewart 1997 ????????????,????????????
Davenport?De Long Beers 1998 ???????????????????????? ????????????????????????????????????????????????????
Davenport Prusak 1998 ?????????????,?????????????,?????????????????????????????????KM??????????????,?KM??????,???????,?????????
Ulrich 1998 ??????????10???,?????????????????????,??????????????????????
Glasser 1998 ?????????????,????????????????
??????? 1999 ??????????????????????
???????,???(2001),??????????????????????,ITIS????
,3?2??
49
????????????????(?)
??????? 1999 ???KM????????,???????????????????????,????KM???????????,????,??????????????
Roberts 2000 KM???????????,??????????????????????,????????
De Long Liam 2000 ???????????leverage???????????????
??? 2000 ???????????????
??? 2000 ???????????????,??????????????,??,??????????,???????????????????
??? 2000 ????????????????????,?????????????
???????,???(2001),??????????????????????,ITIS????
,3?2??
50
???????????????
???? ?? ??
Anderson .???????????????,????????? Apostolou Mentzas (1999)
Booz-Allen Hamilton .???????????????????ideas???? Apostolou Mentzas (1999)
KPMG .????????????promot?????????? .???????????????????? Apostolou Mentzas (1999)
Mckinsey company .??????????????????????????????,????????????? Apostolou Mentzas (1999)
IBM .????????????,???????shared mindsets? .???????????????????????????????????????????? Apostolou Mentzas (1999)
SAS??--AES .????????(1)?????????????????????(2)??????(3)???????(4)??????(5)?????,????? Pfeffer Robert (1999)
???????,???(2001),??????????????????????,ITIS????
,3?2??
51
???????????????(?)
3M .??????????????,???????????,?????????????????,????????,????????????????? .???????????????????,??????????????????? .?????????????????,????????????,?????????????????????? .??????????,???????????? .??????,?????????,?????????,???????,???????????? .???????,???????????????????????,????????????????? ????(1999)
??? .????????????????????????????????,????????????????????????,?????????????????????????????,?????????????,?????????????????????????,????????????,?????? .???????????????????????????????????????????????????????,???????,?????????? .????????????????????? ???(2000)
???????,???(2001),??????????????????????,ITIS????
,3?2??