The Research of Implementing the Knowledge Management System in the Serrice Industry-Taking K Company for Example

服力業導入知識管理系統之研究－以K公司為例

10.30001/JIES.200703.0013

陳玉瑩(Nan-Chuan Chen)；陳世蓉(Yu-Yin Chen)；開玉屏(Yu-Ping Kai)；陳正忠(Shin-Jung Chen)；周保君(Pao-Chun Chou)；周秀宜(Show-Yi Chou)

服務業 ； 知識管理 ； 平衡設計分卡 ； service industry ； knowledge management KM ； Balanced Scorecard BSC

美容科技學刊

4卷1期（2007 / 03 / 01）

129 - 133

英文

本研究目的在於探討服務業導入知識管理系統之過程。預期效益有三點。首先，每位員工可以建立自我學習系統以及善用個人時間增強專業能力。其次，知識創造團隊成員可以運用知識管理系統分享專業知識與提升組識績效。最後，研究結果將回饋給大學教授作為發展服務業科技管理領域的管理績效指標。未來有關國際人力資源管理應用於知識管理冷研究，包括如何招募、甄選、培育以及訓練具備組成知識創造團隊特質的服務業中階管理人，也有其必要性。

The purpose of this research is to investigate the procedure of implementing KMS into the service industry. The predictable benefits are three points. At first, each employee can build the self-learning system and enhance the professional ability at his or her personal time. The second, members of the knowledge-created team can use KMS to share domain knowledge and improve the organizational performance. The third, the result will give feedback to the professors in the universities for developing the managerial performance index on the field of service science management (Chen & Shu, 2006). Further study on International Human Resource Management (IHRM) applied in knowledge management is needed here, along with consideration of how to recruit, select, educate, and train mid-level manage with his or her traits about building knowledge-created team in the service industry.

1. Arthur Anderson and the American Productivity and Quality Center(1995).The Knowledge-Management Assessment Tool, Prototype Version.Houston, Texas:
2. Balachandran, S.(2001).Customer Driven Service Management.Hurng-Chih Book Co., Ltd..
3. Blackler, F.(2002).The Startegic Management of Intellectual Capital and Organizaitonal Knowledge.New York:Oxford University University Press.
4. Chen, N. C.(2004).The investigation of the relationship between transformational and transactional leadership and job satisfaction in the cosmetics industry in South Taiwan.The Health Care Conference of MeiHo in South Taiwan
5. Fitzsimmons, J. A.,Fitzsimmons, M. J.(2003).Service Management: operations, strategy, and information technology.The Mc-Graw Hill Companies, Inc..
6. Kaplan, R.,Norton, D. P.(1996).The Balanced Scorecard: Translating Strategy Into Action.Boston, Massachusetts:Harvard Business School Press.
7. Lovelock, C.,Wirtz, J.(2005).Service Marketing-people, technology, strategy.Person Education Taiwan Ltd..
8. Wiig, K. M.(1999).Establish, Govern, and Renew the Enterprise's Knowledge Practices.Arlington, TX:Schema Press.
9. Wiig, K. M.(1999).Knowledge Management Handbook.Boca Raton, Fla:CRC Press.
10. 艾文·托佛勒著(2007)。財富革命。時報文化。
11. 陳南娟、許涵潔(2006)。服務業（美容）科技管理－以單方精油知識庫建構為例。知識管理應用暨產學合作成果發表研習會
12. 羅偉碩、陳南娟(2006)。The Critical Success Factor on KM- Taking On- the -job Training of The Industry-University Cooperation For Example。第四屆流通與全球運籌論文研討會