A Study on a Knowledge Management Performance Evaluation Model and System Development based on Fuzzy Set Theory
黃 淑 慧、陳 振 東
E-mail: 9222563@mail.dyu.edu.tw
ABSTRACT
The knowledge-based economy time is coming, and the creation and dissemination ways of knowledge is different from the past. At first, the core of running business is becoming from financial intensive to technology intensive and gradually developing to
knowledge intensive. However, the knowledge itself can't be measured. We must evaluate and investigate through activities of knowledge management process. During the performance evaluation process, many influence factors must be considered such as company's core competencies, information technology development, business process and environmental uncertainty. It is also involved ambiguity occurred by human subjectivity. Therefore, performance evaluation model of knowledge management is proposed in this study by combining Fuzzy Delphi with Fuzzy AHP. And then developing an on-line performance evaluation management system based on this model is to measure the KM results of knowledge intensive organizations. Finally, a numerical example at the end of this study is given to demonstrate the procedure for the proposed method.
Keywords : Knowledge Management, Measuring Performance, Fuzzy Set Theory, On-line performance evaluation management system
Table of Contents
第一章 緒論 第一節 研究背景與動機 1 第二節 研究目的 3 第三節 研究流程 3 第四節 研究範圍與限制 5 第二章 文獻探討 第一節 知識管理 6 第二節 知識管理 績效 17 第三章 研究方法 第一節 模糊理論 39 第二節 模糊德菲法 42 第三節 模糊層級分析 法 44 第四章 知識管理績效評估模式 第一節 知識管理活動循環 47 第二節 知識管理績效評估架構 49 第 三節 知識管理績效評估模式 54 第四節 知識管理績效評估程序 55 第五節 績效檢討與改進 58 第五章 線上 績效評估管理系統 第一節 系統建構環境 59 第二節 系統架構與系統設計流程 60 第三節 系 統功能 63 第六章 個案分析與比較 第一節 評估步驟 66 第二節 系統運作流程 68 第三節 評估結果與系統效益 77 第七章 結論 第一節 結論 79 第二節 後續研究與建議 80 參 考文獻 81 附錄一 89 附錄二 96
REFERENCES
[1] 尤克強，知識管理與創新，天下文化出版，民國90年9月，第38-60頁。
[2] 王美音和楊子江譯，創新求勝:智價企業論，遠流出版，民國86年。
[3] 朱道凱譯，平衡計分卡資訊時代的策略管理工具，臉譜出版，民國90年3月，第8-18頁。
[4] 吳明烈，終身學習時代的知識管理，輯於中華民國成人教育學會主編之知識社會與成人教育，師大書苑出版，民國90年。
[5] 吳思華，知識資本在台灣，遠流出版，民國90年。
[6] 李振昌譯，16定位，大塊文化出版，民國88年。
[7] 李書政譯，知識管理:理論-評估-應用，麥格羅-希爾國際出版，民國91年5月，第99-134頁。
[8] 宋偉航譯，智慧資本─資訊時代的企業利基，智庫文化出版，民國88年1月，第1-43頁。
[9] 林士智，知識管理理論模式初探─組織取向與資訊科技運用，東海大學工業工程研究所碩士論文，民國88年6月。
[10] 林秀英，知識經濟之科技與創新衡量課題之探討，科技發展政 策報導，民國90年7月。
[11] 林燦瑩，智慧資本發展模式，台灣師範大學工業教育研究所博士論文，民國90年6月。
[12] 孟慶國和田克錄譯，智力資本的策略管理，米娜貝爾出版，民國90年，第19-32頁。
[13] 胡瑋珊，知識管理:企業組織如何有效運用知識，中國生產力中心出版，民國88年11月。
[14] 洪毓澤，建立以知識為基礎的人力資源實務，人力發展月刊，民國89年，第21-25頁。
[15] 施穎偉，電子商務供應鏈供需互動模式之研究，政治大學資訊管理研究所博士論文，民國89年，第61-63頁。
[16] 葉連祺，中小學轉行為知識型組織之探討，輯於國立暨南國際大學教育政策與行政研究所(編)，知識管理與人力素質研討會論文集
，民國90年。
[17] 郭建榮，企業智慧資產的衡量與管理之研究-以食品公司為例，靜宜大學企業管理研究所碩士論文，民國91年6月。
[18] 陳高山，如何評量知識管理的績效與報酬，領先雜誌，華宇企管出版，民國90年。
[19] 馬曉雲，新經濟的運籌管理:知識管理，中國生產力中心出版，民國90年。
[20] 傅坤泰，智慧資本於企業績效評估之應用─以IC設計產業為例，輔仁大學金融研究所碩士論文，民國90年六月，第20-21頁。
[21] 趙定宇，ISO 9000品保系統為基礎之知識管理理論模式初探，東海大學工業工程研究所碩士論文，民國89年6月。
[22] 劉京偉譯，知識管理的第一本書，商周出版，民國89年7月，第37-48頁。
[23] 賴彥豪，智慧資本之評量與知識管理活動─兩個個案分析，政治大學企業管理研究所碩士論文，民國89年6月。
[24] 賴毓晃，知識管理與ISO認證整合之研究，台灣科技大學資訊管理研究所碩士論文，民國90年6月。
[25] Ahmed P. K., Lim K. K., Zairi M., "Measurement practice for knowledge management," Journal of Workplace Learning, 1999, pp. 304-311.
[26] Arthur Andersen and The American Productivity and Quality Center, "The Knowledge Management Assessment Tool: External Benchmarking Version," winter, 2000.
[27] Bornemann M., Karin I. S., etc, Holistic measurement of intellectual capital, Measuring reporting intellectual capital: Experiences, issues, and prospects, Austria, 1999.
[28] Buckley J. J., Feuring T. and Hayashi Y., "Fuzzy hierarchical analysis revisited," European Journal of Operational Research, No. 129, 2001, pp. 48-64.
[29] Buckley J. J., "Fuzzy Hierarchical Analysis," Fuzzy Sets and Systems, No. 17, 1985, pp. 233-247.
[30] Chen Y. W., and Tzeng G. H., "Using fuzzy integral for evaluation subjectively perceived travel costs in a traffic assignment model,"
European Journal of Operational Research, Vol. 130, 2001, pp. 653-664.
[31] Chen C. T., "Extensions of TOPSIS for group decision-making under fuzzy environment," Fuzzy Sets and Systems, Vol. 114, 2000, pp.1-9.
[32] Csutora R. and Buckley J. J., "Fuzzy hierarchical analysis: the Lambda-Max method," Fuzzy Sets and Systems, Vol. 120, 2001, pp. 181-195.
[33] Dalkey Norman C., "An Experimental Study of Group Opinion," The Rand Corporation, California, 1969.
[34] Davenport T. H., De Long D. W., Beers M. C., "Successful Knowledge Management Projects" in The Knowledge Management Yearbook, edited by James W. Cortada and John A. Woods, Boston Oxford Press, 1999-2000, pp. 89-107.
[35] Davenport T. H., De Long D. W., Beers M. C., "Successful Knowledge Management Projects," Sloan Management Review, 1998, pp. 43-57.
[36] Davenport T. H., "Ten Principles of Knowledge Management and Four Case Studies," Knowledge and Process Management, 1997, pp.
187-208.
[37] Dilip Bhatt, EFQM Excellence Model and Knowledge Management Implications, 1999.
http://www.eknowledgecenter.com/articles/1010/1010.htm [38] Dubois D., Prade H., "Fuzzy Sets and Systems: Theory and Applications,"
Academy Press, 1980.
[39] Edvinsson L. and Malone M., "Intellectual Capital," published by HarperCollins, New York, 1997, pp. 147-160.
[40] Edvinsson L., Sullivan P., "Developing a model for managing intellectual capital," European Management Journal, 1996, pp. 356-364.
[41] Ishikawa A. , Amagasa M. etc., "The Max-Min Delphi Method and Fuzzy Delphi Method Via Fuzzy Integration," Fuzzy Sets and System, vol.5, 1993, pp. 241-253.
[42] Ishii K., and Sugeno M., "A model human evaluation process using fuzzy measure," International Journal of Man-Machine Studies, Vol. 22 , 1985, pp. 19-38.
[43] Kaplan R. S., and Norton D. P., "Using the balanced scorecard as a strategic management system," Harvard Business Review, 1996.1, pp.
75-93.
[44] Kaplan R. S., and Norton D. P., "Putting the balanced scorecard to work," Harvard Business Review, 1993.9, pp. 134-142.
[45] Kaplan R. S., and Norton D. P., "The Balanced Scorecard - Measures That Drive Performance," Harvard Business Review, 1992.1, pp.
71-79.
[46] Kaufmann A., and Gupta M. M., Introduction to fuzzy arithmetic:Theory and application, Van Nostrand Reinhold, New York, 1991.
[47] Kawa A., Shiga M., Tomizawa G., Tatsuta R., Mieno H., "The Max-Min Delphi Method via Fuzzy Integration," Fuzzy Set and Systems, Vol. 55, 1993.
[48] Klir G. J., and Yuan B., Fuzzy Sets and Fuzzy Logic - Theory and Application, Prentice-Hall Inc., New Jersey, 1995.
[49] Kotnour T., Orr C., Spaulding J., Guidi J., "Determining the benefit of knowledge management activities," IEEE International Conference on Vol. 1, 1997, pp. 94-99.
[50] Lee C.C. and Yang J., "Knowledge value chain," Journal of Management Development, 2000, pp. 783-794.
[51] Lee C., Liu L. C., and Tzeng G. H., "Hierarchical fuzzy integral evaluation approach for vocational education performance: case of junior colleges in Taiwan," International Journal of Fuzzy Systems, Vol. 3, No. 3, 2000.9, pp. 476-485.
[52] Liebowitz J. and Wright K., "Does measuring knowledge make 〝cent〞?," Expert System with Application, 1999, pp. 99-103.
[53] Liebowitz J. and Beckman L., Knowledge Organizations: What Every Manager Should Know, New York: CRC Press, 1998, pp. 47-66.
[54] Morita M. and Takanashi T., Nyuumon Knowledge Management Kihon to Jistsurei, Japan: Kanki Publishing INC, 1999.
[55] Nonaka I. and Takeuchi H., The Knowledge-Creating Company: How Japanese Companies Create the Dynamics of Innovation, New York:
Oxford University Press, 1995.
[56] Nonaka I., "The Knowledge-Creating Company," Harvard Business Review, 1991, pp. 96-104.
[57] Papows J., Enterprise.com: Market Leadership in the Information Age, William Morris Agency, 1998.
[58] Prusak L. and Lesser E., "Communities of Practice, Social Capital, and Organizational Knowledge" in The Knowledge Management Yearbook, edited by James W. Cortada and John A. Woods, Boston Oxford Press, 2000-2001, pp. 251-266.
[59] Prusak L. Editor, Knowledge in Organizations, Boston Oxford Press, 1997.
[60] Saaty T. L., The Analysis Hierarchy Process, New York: McGraw-Hill Inc., 1980.
[61] Sarvary M., "Knowledge Management and Competition in the Consulting Industry," California Management Review, 1999, pp. 95-107.
[62] Sena J.A. and Shani A.B., "Intellectual Capital and Knowledge Creation: Towards an Alternative Framework" in Knowledge Management Handbook, edited by Jay Liebowitz, New York: CRC Press, 1999.
[63] Spek R. van der and Spijkervet A., "Knowledge Management: Dealing Intelligently with Knowledge" in Knowledge Management and Its Integrative Elements, edited by Jay Liebowitz, New York: CRC Press, 1997, pp. 31-59.
[64] Stewart T. A., "Intellectual Capital: The New Wealth of Organizations," Fortune Magazine, 1997.
[65] Sugeno M., Theory of fuzzy integrals and its applications, Dr. Thesis, Tokyo Institute of Technology, 1974.
[66] Sveiby K. E., What is Knowledge Management, 2001. http://www.sveiby.com/articles/KnowledgeManagement.html [67] Sveiby K. E., The new organizational wealth: Managing & measuring knowledge-based assets, San Francisco, Calif Berrett-Koehler Publishers, 1997.
[68] Tobin J., Kermit Gordon (1916-1976), Year Book, The AmericanPhilosophical Society, 1978.
[69] Wiig K. M., Knowledge Management Methods: Practical Approaches to Managing Knowledge, Arlington Texas: Schema Press, 1995.
[70] Wiig K. M., Knowledge Management: The Central Management Focus for Intelligent-Acting Organizations, Arlington Texas: Schema Press, 1994.
[71] Wiig K. M., Knowledge Management Foundations -- Thinking about thinking -- How People and Organizations Create, Represent, and Use Knowledge, Arlington Texas: Schema Press, 1993.
[72] Zadeh L. A., The concept of a linguistic variable and its application to approximate reasoning I, II, III, Information Science, Vol.8, pp.
199-251, pp. 301-357; Vol. 9, 1975, pp. 43-80.
[73] Zadeh L. A., Fuzzy Sets, Information and Control, Vol.8, 1965, pp. 338-353.
[74] Zimmerman H. J., Fuzzy Set theory and its applications, 2nd, Kluwer Academic Publishers, Boston, 1991.
