KM知识管理方法论.docx
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KM知识管理方法论.docx
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KM知识管理方法论
KM(知识管理)方法论7
ECONOMICANDSOCIALCOMMISSIONFORWESTERNASIA
KNOWLEDGEMANAGEMENTMETHODOLOGY:
ANEMPIRICALAPPROACHINCORESECTORS
INESCWAMEMBERCOUNTRIES
UnitedNations
Distr.
GENERAL
E/ESCWA/ICTD/2003/9
11September2003
ORIGINAL:
ENGLISHECONOMICANDSOCIALCOMMISSIONFORWESTERNASIA
KNOWLEDGEMANAGEMENTMETHODOLOGY:
ANEMPIRICALAPPROACHINCORESECTORS
INESCWAMEMBERCOUNTRIES
UnitedNations
NewYork,2003
03-0694
CONTENTS
PageForeword(iii)
Introduction
(1)
Chapter
I.KNOWLEDGEMANAGEMENT(3)
Introduction(3)
A.
B.Theknowledgecycle(7)
enablers(11)
management
Knowledge
C.
II.KNOWLEDGEMANAGEMENTINITIATIVES(18)
practices(19)
A.
Best
B.Virtualcommunitiesofpractice(24)
Portals(28)
C.
management
support(30)
resources
Human
D.
tools(33)
ICT-based
E.
III.CASESTUDYONTHETELECOMMUNICATIONSSECTOR(37)
A.Batelcoanditsmarket(37)
B.KnowledgemanagementinitiativesatBatelco(38)
transformation(42)
Organizational
C.
D.Conclusions:
criticalsuccessfactors(43)
IV.SURVEYINTHEESCWAREGION(47)
A.
Scope(47)
results(50)
of
B.
Analysis
Conclusion(59)
C.
V.AMETHODOLOGYFORTHEIMPLEMENTATIONOFAKNOWLEDGE
MANAGEMENTSYSTEM(61)
A.Knowledgevisionandstrategy(61)
B.Knowledgearchitectureandcontent(62)
Knowledge
infrastructure(62)
C.
culture(63)
Knowledge
D.
Conclusions(63)
E.References(65)
ANNEXES
I.Glossary(67)
II.OutlineofaproposedknowledgemanagementpilotprogrammeforESCWA
membercountries(69)
e
CONTENTS(continued)
Page
LISTOFTABLES
1.Knowledgecycle,processesandactivities(7)
2.Impactofhumanresourcesprocessesonknowledgemanagement(32)
3.Resultsonleadership(organizationswithknowledgemanagementsystems)(50)
4.Resultsonculture(organizationswithknowledgemanagementsystems)(51)
5.Resultsontechnology(organizationswithknowledgemanagementsystems)(52)
6.Resultsonprocess(organizationswithknowledgemanagementsystems)(53)
7.Resultsonleadership(organizationswithoutknowledgemanagementsystems)(54)
8.Resultsonculture(organizationswithoutknowledgemanagementsystems)(55)
9.Resultsontechnology(organizationswithoutknowledgemanagementsystems)(55)
10.Resultsonprocess(organizationswithoutknowledgemanagementsystems)(56)
11.Averagesandstandarddeviationofbothgroupsbyfactors(58)
12.Rankingofquestionfactorsagainstdifferentsectors(58)
LISTOFFIGURES
I.Degreeofdevelopmentinrelationtoknowledge,1950-1998
(1)
II.Numberofinfantdeathsper1,000livebirthscomparedwithacquiredknowledge,
1900-1995
(2)
III.Relationshipbetweenenablers,processesandinitiatives(18)
IV.Knowledgemanagementinitiatives(18)
V.NumberofbestpracticesconsumersundertheICTfordevelopmenttopic
2001-2002(23)
(Development
Gateway),
VI.NumberofcontributionsundertheICTfordevelopmenttopic(DevelopmentGateway),2001-2002(24)
VII.TheevolutionofknowledgemanagementatBatelco(39)
VIII.Knowledgemanagementmodelusedforthesurvey(47)
IX.Distributionoforganizationswithandwithoutknowledgemanagementsystems(48)
X.Distributionoforganizationsbysectors(49)
XI.Distributionofrespondentsbyemployingdepartment(49)
LISTOFBOXES
1.CustomerknowledgeinCompaqandDell(12)
2.ExperienceatTandemcomputer(20)
3.Knowledge
initiatives(22)
sharing
4.Examplesofbestpracticeinitiativeswiththegoalofnarrowingthedigitaldivide(23)
Web-crawling(30)
5.Description
of
6.KnowledgemanagementreadinessinBahrain(37)
7.Descriptionofsectorsparticipatinginthesurvey(48)
f
Foreword
Thisstudyisintendedtocreateawarenessofknowledgeasaresourceandtheneedforknowledgemanagement.Asthetitlesuggests,theobjectiveofthisstudyistobuildamethodologyforthecreation,sharinganddisseminationofknowledgeinmembercountriesoftheEconomicandSocialCommissionforWesternAsia(ESCWA).Itaimstofacilitatetheimplementationofknowledgemanagement,basedonthefactthatthepromotionofknowledgewithintheregionisessentialtoachievingefficiencyandcompetitivenessintheglobalarena.Thestudyconcentratesonreviewingthebenefitsofcollaborationinthedevelopmentofa“knowledgesociety”whichwillboostthesocialandeconomicpotentialsofESCWAmembercountries.
Forthepurposesofthisstudy,knowledgeisconsideredasaresourcethatcancreatewealthandenhancethequalityoflife.ManyopportunitiesexisttodayforESCWAmembercountriestoinvigoratetheirbanking,industry,telecommunicationsandotherrelevanteconomicsectorsthroughthemanagementofknowledge.Inspiteofthefactthatthesystematicleverageofknowledgeremainsachallenge,manycountriesarediscoveringthattechnologyaloneisnotsufficientandthatthecultivationofknowledgeisakeystonetoprog
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- 关 键 词:
- KM 知识 管理 方法论