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課程資訊 |
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課程名稱 |
知識管理與服務創新 Knowledge Management and Service Innovation | ||||||||||||||||||||||||||||
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開課學期 |
107-2 | ||||||||||||||||||||||||||||
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授課對象 |
學程 創意創業學程 | ||||||||||||||||||||||||||||
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授課教師 |
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課號 |
MBA7045 | ||||||||||||||||||||||||||||
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課程識別碼 |
741 U9440 | ||||||||||||||||||||||||||||
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班次 |
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學分 |
3.0 | ||||||||||||||||||||||||||||
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全/半年 |
半年 | ||||||||||||||||||||||||||||
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必/選修 |
選修 | ||||||||||||||||||||||||||||
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上課時間 |
星期三7,8,9(14:20~17:20) | ||||||||||||||||||||||||||||
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上課地點 |
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備註 |
限本系所學生(含輔系、雙修生) 且 限學士班三年級以上 總人數上限：60人 | ||||||||||||||||||||||||||||
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Ceiba 課程網頁 |
http://ceiba.ntu.edu.tw/1072MBA7045_ | ||||||||||||||||||||||||||||
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課程簡介影片 |
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核心能力關聯 |
核心能力與課程規劃關聯圖 | ||||||||||||||||||||||||||||
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課程大綱
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為確保您我的權利,請尊重智慧財產權及不得非法影印
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課程概述 |
http://www.management.ntu.edu.tw/BA/course/mbacourse | ||||||||||||||||||||||||||||
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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.
A service, in general, is an inter-organizational business process, which not only demands a seamless and end-to-end concatenation of business actions, but also allows flexible and speedy redefinition of role playing in the process in order to meet constantly changing demands. How to balance the business process integration and flexibility becomes essential in service oriented business processes. Service science and innovation is the study of service systems, and it aims at improving service systems (particularly those involved in complex, IT-enabled services) in terms of the application of scientific, management, and engineering disciplines. Service science and innovation has the goal of making productivity, quality, performance, compliance, growth, and learning improvements more predictable in work -sharing and risk-sharing (co-production) relationships. | ||||||||||||||||||||||||||||
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課程要求 |
短文 個案閱讀報告 期末專案 | ||||||||||||||||||||||||||||
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預期每週課後學習時數 |
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Office Hours |
每週三 11:30~14:30 | ||||||||||||||||||||||||||||
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指定閱讀 |
1. Fred Nickol, “What is” in the World of Work and Working: Some Implications of the Shift to Knowledge Work,
2. Fred Nickol, “The knowledge in Knowledge Management,” 3. Deborah Ancona and Henrik Bresman, A Changing World “New Kinds of Organizations, New Kinds of Teams”, HBR 4. Stanford case, “Knowledge Management at Katzenbach Partners LLC,” Stanford GSB, Case: SM-162, Date 06/25/07 5. Robert Eccles, Ana Kreacic, and Penelope Rossano, “A Note on Knowledge management at Service Professional Industry, Harvard Business Review, 2013 6. Horvath, Joseph, “Working with Tacit Knowledge,” IBM Journal 7. Leif Jarle Gressgård Oscar Amundsen Tone Merethe Aasen Kåre Hansen," Use of information and communication technology to support employee-driven innovation in organizations: a knowledge management perspective ", Journal of Knowledge Management, 18(4), 2014 pp. 633 – 650 8. Anne-Mette Lileoere and Ebba Hansen, “Knowledge-sharing Enablers and Barriers in Pharmaceutical Research and Development,” Journal of Knowledge Management, 15(1), 2011, pp.53-70 9. Inaam Idrees, Ana Vasconcelos and David Ellis, “Clique and elite: inter-organizational knowledge sharing across five star hotels in the Saudi Arabian,” Journal of Knowledge Management, Vol. 22, no. 6, 2018, pp.1358-1378 10. Rob Cross, Tim Laseter, Andrew Parker, Guillermo Velasquez, “Using Social Network Analysis to Improve Communities of Practice, California Management Review, 49(1), 2006, pp32-60 11. R. H. Hamilton and H. Kristl Davison, “The Search for skills: Knowledge stars and innovation in the hiring process,” Business Horizon, vol. 61, 2018, pp.409-419 12. Peter Massingham, “Measuring the Impact of Knowledge Loss: A Longitudinal Study,” Journal of Knowledge Management, Vol. 22, no. 4, 2018, pp.721-758 13. Gregory Vial and Suzanne Rivard, “From On-Premises Software to Software-as-a-Service: Transforming C3 Solutions,” International Journal of Case Studies in Management, vol. 15, no.3, 2017 14. Big Data and Management, Academy of Management Journal, vol. 47, no. 2, 2014. Pp.321-326 Basis on Service Science 15. Spohrer, J., P. P. Maglio, J. Bailey, and D. Gruhl (2007) “Steps Toward a Science of Service. Systems,” IEEE Computer 40, No. 1, pp. 71-77 16. Vargo, Stephen and Robert Lusch, “Evolving to a New Dominant Logic for Marketing,” Journal of Marketing, 68(1) 2004, pp.1-17 |
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參考書目 |
Kimiz Dalkir, Knowledge Management in Theory and Practice, 2nd ed., MIT Press | ||||||||||||||||||||||||||||
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評量方式 (僅供參考) |
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課程進度 |
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週次 |
日期 |
單元主題 |
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第1週 |
2/20 | Intro. to KM: IDEO case |
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第2週 |
2/27 | Old Wisdom: Classic in KM |
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第3週 |
3/06 | Knowledge Management Cycle
Working Smarter, Not Harder Understanding KnowledgeKnowledge Management Project in Practice |
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第4週 |
3/13 | Case 1: KM at Danone
Knowledge Management Project in Practice |
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第5週 |
3/20 | Knowledge Management Model Architecture Knowledge Management Project in Practice
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第6週 |
3/27 | 智能化與應用 |
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第7週 |
4/03 | group discussion |
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第8週 |
4/10 | Knowledge Capture and Codification
Knowledge Management Project in Practice |
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第9週 |
4/17 | Case 2: Health City Cayman Islands
Knowledge Management Project in Practice |
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第10週 |
4/24 | Knowledge Sharing and CoP
Knowledge Management Project in Practice |
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第11週 |
5/01 | Knowledge acquisition
Knowledge Management Project in Practice |
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第12週 |
5/08 | Knowledge Management Project in Practice
Knowledge Management Project in Practice |
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第13週 |
5/15 | Case 3: CEMEX: Information technology, an Enabler
Big data and Analytics |
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第14週 |
5/22 | project discussion |
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第15週 |
5/29 | Case 4: Coinmen Consultants LLP
Service science |
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第16週 |
6/05 | project discussion |
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第17週 |
6/12 | Final Project Presentation |