A Study on Knowledge Claims of Implementing Knowledge Management System - The Consultants of Software Company as Example

• Main Authors: Hau-Hsin Lin, 林浩欣
• Other Authors: Ming-Shu Yuan
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/93876634397507133072

碩士 === 世新大學 === 資訊傳播學研究所(含碩專班) === 98 === In an era of knowledge-based economy, the enterprises need to grasp the opportunities by knowledge and increase the demand of information service about knowledge management system or the related software. It is obvious that the importance of “Knowledge Claim”, which could be as individual’s principles to determine, examine, and use the knowledge resources. More importantly, for individuals or organizations to identify and retain the core knowledge as the principle- base to make decisions and act. This study investigates knowledge claims of implementing knowledge management system from the viewpoints of Knowledge Management System Consultants (hereinafter referred to as KMS Consultant) of the software company. The study intends to depict how KM Consultants utilizing the knowledge source for making decisions and actions in the situation of implementing knowledge management system. It also describes the process of the formation of their knowledge claims. The outcome of the study will be a helpful reference for future study to explore the formation of knowledge competitive advantage of organization. The study follows the exploratory method to utilize document analysis to integrate the related studies of knowledge claim and the information resource about consultant to implement knowledge management system at the exploratory stage. And, then, with a qualitative study methods by in-depth-interviewing to further explore the detail content of implementing knowledge management system. The data collected were then subjected to the reciprocal application of categorical analysis through five elements, Logic, Experience or Reasoning, Support, Elimination, and Exception of the verification for knowledge claim that were established by author from literature. The result of this study reveals that the knowledge classification structure of consultants implementing knowledge management system, categorized as follow: 1) Process; 2) Consulting services, 3) personnel cooperation, and 4) knowledge documentation production. Among the four dimensions, consulting services is the linker and the core position to link the other three dimensions. The study concludes that knowledge claims of Consultant implementing knowledge management system as: 1) Six items of knowledge claims on the process; 2) Eighteen items of knowledge claims on counseling services; 3) Four items of knowledge claims on the personnel cooperation, and 4) Two items of knowledge claims on knowledge documentation production. In addition to above, the learning process for consultants from the novice to the experienced consultants, The process of forming the knowledge claims of implementing knowledge management systems are: 1) Understanding the basic content of job; 2) Understanding the functions of the production; 3) Understanding the content of standard implementing process; 4)Be familiar with the business mode; 5) Increasing the knowledge and application cases of customers' domain; 6) Learning from other experienced consultants; 7) Accumulating self-experience for counseling; and 8) Advancing Personal re-learning. The results of this study can enrich the field of knowledge management theories, and provide the learning process for related staff about the practical implications of knowledge management. It will be a helpful reference for organization discovering the knowledge claims in various situation which will be the basis for planning the training courses to enhance the competitiveness of knowledge in the further.