A HYBRID MODEL OF KNOWLEDGE MANAGEMENT FOR NEW SERVICE DEVELOPMENT  

作　　者：August Tsai 

机构地区：[1]Department of Industrial Management, College of Management, Chien Hsin University of Science and Technology, Taoyuan32097, Taiwan, China

出　　处：《Journal of Systems Science and Systems Engineering》2016年第4期424-447,共24页系统科学与系统工程学报（英文版）

摘　　要：Although many theories regarding the implementation of knowledge management （KM） in organizations have been proposed and studied, most applications tend to stand alone without incorporating the business processes. Different categories of knowledge provide different benefits and how to integrate various categories of KM into a hybrid approach as an effective KM manner remains strategically important, and yet is still understudied. Therefore, in this paper a hybrid model that integrates principal KM applications for new service development （NSD） and the measurement of the resulting f＇mancial benefits have been developed. The proposed KM model incorporates newsgroups, knowledge forums, knowledge asset management and knowledge application processes as a hybrid means for sharing organizational knowledge along two axes, explicit vs. implicit and individual vs. collective. One of the largest management consulting companies in Taiwan, China, whose process model of NSD was standing alone with KM applications, was selected for the case study. A set of hybrid KM processes was developed to implement the proposed KM model, and it illustrates an application with greater financial benefits for integrating hybrid KM practices into the business process. Based on knowledge value added （KVA） validation, the proposed KM model provides a new operating system for sharing NSD knowledge within an organization. Through the case study by measuring the achieved financial results, the proposed KM model is found to provide an exclusive hybrid platform with an empirical process model to address innovative approaches and practical values of KM within an organization.Although many theories regarding the implementation of knowledge management （KM） in organizations have been proposed and studied, most applications tend to stand alone without incorporating the business processes. Different categories of knowledge provide different benefits and how to integrate various categories of KM into a hybrid approach as an effective KM manner remains strategically important, and yet is still understudied. Therefore, in this paper a hybrid model that integrates principal KM applications for new service development （NSD） and the measurement of the resulting f＇mancial benefits have been developed. The proposed KM model incorporates newsgroups, knowledge forums, knowledge asset management and knowledge application processes as a hybrid means for sharing organizational knowledge along two axes, explicit vs. implicit and individual vs. collective. One of the largest management consulting companies in Taiwan, China, whose process model of NSD was standing alone with KM applications, was selected for the case study. A set of hybrid KM processes was developed to implement the proposed KM model, and it illustrates an application with greater financial benefits for integrating hybrid KM practices into the business process. Based on knowledge value added （KVA） validation, the proposed KM model provides a new operating system for sharing NSD knowledge within an organization. Through the case study by measuring the achieved financial results, the proposed KM model is found to provide an exclusive hybrid platform with an empirical process model to address innovative approaches and practical values of KM within an organization.

关 键 词：Knowledge management new service development （NSD） NEWSGROUP knowledge forum knowledge asset knowledge application process knowledge value added （KVA） 

分 类 号：TP317[自动化与计算机技术—计算机软件与理论] TV698.11[自动化与计算机技术—计算机科学与技术]