|
課程名稱 |
知識管理與服務創新
KNOWLEDGE MANAGEMENT AND SERVICE INNOVATION |
|
開課學期 |
98-2 |
|
授課對象 |
管理學院 商學研究所 |
|
授課教師 |
陳鴻基 |
|
課號 |
MBA7045 |
|
課程識別碼 |
741EU9440 |
|
班次 |
|
|
學分 |
3 |
|
全/半年 |
半年 |
|
必/選修 |
選修 |
|
上課時間 |
星期三6,7,8(13:20~16:20) |
|
上課地點 |
管二303 |
|
備註 |
本課程以英語授課。
限碩士班以上
總人數上限：30人 |
|
Ceiba 課程網頁 |
http://ceiba.ntu.edu.tw/982741U9440 |
|
課程簡介影片 |
|
|
核心能力關聯 |
核心能力與課程規劃關聯圖 |
|
課程大綱
|
|
為確保您我的權利,請尊重智慧財產權及不得非法影印
|
|
課程概述 |
Knowledge is critical to the daily operations and competitive advantage of a firm. Previously, knowledge that is internal to the firm and vital to its survival was managed without a systematic approach. With the advancement of information technology, and with the maturity in database management and information management, knowledge management began to attract more attention and generate more discussions. Knowledge management is the process in assisting organizations to identify, select, organize, distribute, and transfer important information and technical know how about problems solving, dynamic learning, strategic planning, and decision making. Knowledge management systems are systems targeting professional and managerial activities by focusing on creating, gathering, organizing, and disseminating an organization’s "knowledge" as opposed to "information" or "data."(Alavi and Leidner, 1999). This course provides a comprehensive of knowledge management, introducing topics like the origins and importance of knowledge management, the future and challenges of the knowledge market, knowledge management and organizational learning, knowledge management tools and techniques, case studies on how organizations utilize knowledge management and its critical success factors, and finally, the strategic use of knowledge management and its future trends. Specific topics include:
- The nature and management of knowledge
- The future and challenges of the knowledge market
- The origins of knowledge
- Knowledge integration
- Knowledge transfer
- Knowledge management and organizational learning
- Strategies in knowledge management
- Knowledge management case studies
- Knowledge management tools and techniques (e.g., data mining, text mining)
- Service innovation
- e-service
|
|
課程目標 |
Knowledge is critical to the daily operations and competitive advantage of a firm. Previously, knowledge that is internal to the firm and vital to its survival was managed without a systematic approach. With the advancement of information technology, and with the maturity in database management and information management, knowledge management began to attract more attention and generate more discussions. Knowledge management is the process in assisting organizations to identify, select, organize, distribute, and transfer important information and technical know how about problems solving, dynamic learning, strategic planning, and decision making. Knowledge management systems are systems targeting professional and managerial activities by focusing on creating, gathering, organizing, and disseminating an organization’s "knowledge" as opposed to "information" or "data."(Alavi and Leidner, 1999). This course provides a comprehensive of knowledge management, introducing topics like the origins and importance of knowledge management, the future and challenges of the knowledge market, knowledge management and organizational learning, knowledge management tools and techniques, case studies on how organizations utilize knowledge management and its critical success factors, and finally, the strategic use of knowledge management and its future trends. Specific topics include:
- The nature and management of knowledge
- The future and challenges of the knowledge market
- The origins of knowledge
- Knowledge integration
- Knowledge transfer
- Knowledge management and organizational learning
- Strategies in knowledge management
- Knowledge management case studies
- Knowledge management tools and techniques (e.g., data mining, text mining)
- Service innovation
- e-service
|
|
課程要求 |
|
|
預期每週課後學習時數 |
|
|
Office Hours |
|
|
指定閱讀 |
Old Wisdom: Classic of KM
1.“What is” in the World of Work and Working: Some Implications of the Shift to Knowledge Work, Fred Nickol
The Tacit and Explicit Nature of Knowledge
2.The Knowledge in Knowledge Management, Fred Nickols
3.Working with Tacit Knowledge, Joseph A. Horvath
Knowledge-Based Strategies
4.What’s Your Strategy for Managing Knowledge? Morten T. Hansen, Nitin Nohria, and Thomas Tierney
5.Competitive Intelligence and Competitor Analysis as Knowldege Management Application, Arik R. Johnson
6.Xerox Shares Its Knowledge, Michael Hickins
7.Acquiring Intellect: managing the Integration of Knowledge-Intensive Acquisitions, Julian Birkinshaw
Knowledge Management and Organizational Learning
8.Developing Organizational Memory Through Learning Histories, George Roth and Art Kleiner
9.Making Knowledge Stick, Louisa Wah
10.Learning Across a Living Company: The Shell Companies’ Experiences, William E. Brenneman, J. Bernard Keys, and Robert M. Fulmer
11.the Knowldege Chain, Richard A. Spinello
The Collection and Codification of Knowledge
12.Practical Taxonomies, Sarah L. Roberts-Witt
The Transfer of Knowledge
13.Running a Corporate Publishing Program, James W. Cortada
14.Problems on the Virtual Shop Floor: A Case Study, Byran Gladstone and John Kawalek
15.The Undercurrent Flow of Knowledge, Corporate Renaissance Group
Implementing the Effective Management of Knowledge
16.Knowledge-Worker Productivity: the Biggest Challenge, Peter F. Drucker
17.Managing Knowledge in Professional Service Firms, Thomas H. Davenport and David E. Smith
Knowledge Tools, Techniques and Processes
Information Technology
18.Using Tools to Fit Culture and Processes, Len Grzanka
19.Technology Support for Sustainable Innovation, Michael Stephenson and Tony Davies
Knowledge Management Tools
20.New Tools for Sustaining Competitive Advantage, Robert M. Fulmer, Philip Gibbs, and J. Bernard Keys
21.Managing Organizational Ignorance, Michael H. Zack
Knowledge Management Techniques
22.Putting Quality in Managing Corporate Memory, Larry Todd Wilson
Measurements and Knowledge Management
23.Measurments and Knowledge Revolution, Thomas A. Peason
24.Why Do a Knowledge Audit? Thomas Koulopoulos and Carl Frappaolo
KM
25.Knowledge Management: An Introduction and Perspective, Karl M. Wigg
26.Knowledge Management: An Emerging Discipline, Syed Z. Shariq
27.Knowledge Management: An Emerging Discipline with a Long History, William Ives, Ben Torrey and Cindy Cordon
28.Knowledge Management: The New Challenge for the 21st Century, Atefeh Sadri McCampbell, Linda Moorhead Clare and Scott Howard Gitters
29.Knowldege Management: A New Idea or a Recycled Concept?, Israel Spiegler
Use of KM
30.Applied Process Knowledge and Market Performance: The Moderating Effect of Environmental Uncertainty, Cindy Claycomb, Cornelia Droge, and Richard Germain
31.How does Knowledge Management Influence Innovation and Competitiveness?, Alberto Carneiro
Cases
32.SME and Large Organization Perceptions of Knowledge Management; Comparisons and Contrasts, Rodney McAdam and Renee Reid
33.Knowledge Work teams and Group technology: Learning from Seagate’s Experience, A. B. Shani, James A. Sena and Michael W. Stebbins
34.Knowledge and Competence Management at Ericsson: Decentralization and Organizational Fit, Thomas Hellstrom, Peter Kemlin, and Ulf Malmquist
35.Knowldege Flows in Innovation Networks: A Comparative Analysis of Japanese and US High-technology Firms, Elsie L. Echeverri-carroll
36.Knowledge Management in professions: Lessons Learned from Norwegian Law Firms, Petter Gottschalk
37.Knowldege management and Drug Development, Stuart Koretz and Greg Lee
Knowledge Eliciting:
38.a Two-Stage Process for Eliciting and prioritizing Critical Knowledge, Kenneth J. Preiss
39.Knowledge, Creativity and Innovation, David Gurteen
Knowledge Transfer (Knowledge Sharing)
40.A Social Exchange Architecture for Distributed Web Communities, Amrit Tiwana and Ashley Bush
41.Reflections on Designing Field Research for Emerging IS Topics: the Case of Knowledge Management, Inger V. Eriksson, Gary W. Dickson, and Omar A. El Sawy
KM Implementation
42.A Methodology for Knowledge Management Implementation, Gavin P. Levett and Marin D. Guenov
Framework of KM
43.A Framework of Knowledge Management Systems: Issues and Challenges for Theory and practice, Jungpil Hahn and Mani R. Subramani
Tools and technologies
44.The State of the Product in Knowledge Management, James H. Bair and Ellen O’Connor
45.Natural Technologies for Knowledge Work: Information Visualization and Knowledge Extraction, Ramana Rao and Ralph H. Sprague
46.Re-Assessing the Enabling Role of Information Technology in KM, Bipin Junnarkar and Carol V. Brown
47.Extensible Markup Language and Knowledge Management, James R. Otto, James H. Cook, and Q. B. Chung
Knowledge Economy and Market
48.Peter Drucker, Managing in the Next Society: Beyond the Information Resolution,
Future and Challenges
49.The Future of the Organization: Selected Knowledge Management Issues, Colin J. Coulson-Thomas
Cases
50.Enabling Knowledge Creation: Learning from an R&D Organization, Journal of Knowledge Management, Jonas Roth
51.Following the Rainbow: A Knowledge Management Framework for New Product Introduction, P.M. Herder, W.W. Veeneman, M.D.J. Buitenhuis and A. Schaller
101.Jose A.D. Machuca, Maria del Mar Gonzalez-Zamora, Victor G. Aguilar-Escobar, “Service Operations Management Research”, JOM, 25 (2007), pp.585-603
102.Uday S. Karmarkar, Uday M. Apte, “Operation Managements in the Information Economy: Information Products, processes, and chains,” IOM, 25(2007), pp.438-453
103.Abhay Nath Mishra, Prabhudev Konana, and Anitesh Barua, “Antecedents and Consequences of Internet Use in Procurement: An Empirical Investigation of US. Manufacturing Firms,” ISR, 18(2007), pp.103-120
Harvard Business School Case: e-Consulting, 9-800-312, 2000
|
|
參考書目 |
1.Elias M. Awad and Hassan M. Ghaziri, Knowledge Management (A book)
2.Rao, M.(ed),Knowledge Management Tools and Techniques,2005 (R book)
3.James W. Cortada and John A. Woods, The Knowledge Management Yearbook, 2000-2001, Butterworth-Heinemann, 2000 |
|
評量方式
(僅供參考) |
|
No. |
項目 |
百分比 |
說明 |
|
1. |
Matreial presentation |
40% |
|
2. |
Classrrom discussion |
30% |
|
3. |
Final project |
30% |
|
|
|
週次 |
日期 |
單元主題 |
|
第1週 |
2/24 |
Intro. to KM: IDEO case |
|
第2週 |
3/03 |
Old Wisdom: Classic in KM |
|
第3週 |
3/10 |
Working Smarter, Not Harder / Understanding Knowledge |
|
第4週 |
3/17 |
Knowledge System Life Cycle / Knowledge Management Project in Practice |
|
第5週 |
3/24 |
Knowledge Creation and Knowledge Architecture / Knowledge Management Project in Practice |
|
第6週 |
3/31 |
Capture Tacit Knowledge / Knowledge Management Project in Practice |
|
第7週 |
4/07 |
Knowledge Codification / Knowledge Management Project in Practice |
|
第8週 |
4/14 |
Knowledge Transfer and Sharing / Knowledge Transfer in the E-World |
|
第9週 |
4/21 |
Learning from Data / Data Mining |
|
第10週 |
4/28 |
Knowledge Management Tool and Portal / Knowledge Management and Organization Learning |
|
第11週 |
5/05 |
Overview: Social Life of the KM Tool (p.1-20) |
|
第12週 |
5/12 |
Overview: Social Life of the KM Tool (p.21-70) |
|
第13週 |
5/19 |
Ethical, Legal, and Managerial Issues |
|
第14週 |
5/26 |
E-Consulting |
|
第15週 |
6/02 |
Service Operation Management Issue |
|
第16週 |
6/09 |
Service Management & IT |
|
第17週 |
6/16 |
Manufacturing Service Issue |
|
第18週 |
6/23 |
Final Project Presentation |
|