• International Journal of Quality Innovation
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• v.8 no.3
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• pp.46-70
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• 2007

Customer Support Knowledge of Customer Support Organization is one of the important assets of enterprises and "Customer Support Knowledge Management" is also the critical aspect of Business Knowledge Management; however, the attributes of Customer Support Knowledge are complicated, diverse, renewed rapidly and difficult to be managed. Thus, in order to design a successful Customer Support Knowledge Management System, apart from the consideration of "human" and "information technology" aspects, the concerns of attributes and Customer Support Knowledge and industry characteristics should be involved for meeting the requirements of Customer Support Organization and allowing the organization to acquire the competitive advantage of "Differentiation Service". This research used the "Customer Support Knowledge Management System" in a high-tech industry as an example and treated the end users of medical instruments in different types of hospitals in Taiwan which have received the support service of our company in recent six months as the population. The end users were mostly the nursing executives or ultrasonic wave technical personnel in intensive care unit and they had similar educational background and incomes and adopted the medical instruments such as physical supervision system, ultrasonic wave system, heart start or ECG machine produced by our company; the research method was to randomly treat the investigation results of the telephone customers' satisfaction from respective 30 end users in the population three months before and after this system execution as the samples and use hypotheses to validate if the end users' customer satisfaction significantly improved in terms of "Remote Support," "On-site Support," "Service Turn Around time," "Technical Competence" and "Manner" in order to understand the influence and managerial significance of execution of "Customer Support Knowledge Management System" on Customer Support Organization.

• Journal of the Korean Society for Library and Information Science
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• v.39 no.4
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• pp.5-24
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• 2005

The various concepts of knowledge such as Knowledge Management(KM). Intellectual assets and digital knowledge asset management are currently important issues among many organizations. To the country like Korea that has professed Itself for a great power of knowledge Information and adopted KM and Record and Information Management (RIM) as the country's main polity, the study on the theoretical basis and best practices of KM and RIM from the perspective of Library & Information science is very urgent. However, many studies on knowledge including KM were mainly done at the business administrative field. and the consolidated study basis on knowledge even in the Library & Information Sciences was quite in deficiency, furthermore any discussion on knowledge, correlation among related systems and the possibilities of cooperation as the development of Information communication has not been done. Therefore, this study is to present the alternative plan of the consolidated management on knowledge through comparative analysis on the definition, main function and trend of KM & RIM. Especially, this study would be the theoretical basis to the public organizations that plan to introduce KM & RIM.

• Journal of Information Management
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• v.31 no.2
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• pp.1-10
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• 2000

Many experts predict that 21st century will be knowledge-based society. That is, knowledge beside labor, capital will be recognised as important assets and powerful competitiveness. The main aim of government-supported research institute is to evolve R&D activities and to diffuse them. And all process including R&D activities can be called to knowledge life cycle. This paper reviews understanding of KM and information professional's role in research information center. Sometimes, CEOs misunderstand that only building of knowledge management system is sucess of knowledge management initiatives but the most important factors of its success are human and culture of knowledge sharing, not H/W systems. Information professionals must be consultant, analyst, content manager, planner and marketer, knowledge manager to practice knowledge management initiatives successfully.

• Journal of Technology Innovation
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• v.11 no.1
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• pp.1-27
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• 2003

In the knowledge-based economy, technology valuation of patents, brand name, know-how is presented for as key subject of intangible assets management science. This paper reviews the methods of technology valuation that have been developed by valuation specialists. Also, is talking about the practical application by income approach (DCF) method. The function and role of technology valuation analysts such as the related organizations and the reference of foreign organization is appeared through the examples.

• Korean Management Science Review
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• v.29 no.1
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• pp.73-88
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• 2012

Much of knowledge that can retain a company's competitive advantage remains within the organization. However, identifying, finding and leveraging knowledge in an organization is still problematic [17]. Although knowledge is the key to success, it is simply too valuable to be left in an organization [59]. The CoP (Community of Practice) within an organization is a practical way to manage knowledge in an organization as systematically as other critical assets in order to deploy and share it [59]. However, research related with CoP, has focused on the value of CoP. Therefore, we developed not only a holistic and systematic method for understanding and assessing the current position of CoP but also a method for extracting the core strategies and CSFs of CoP based on performance evaluation. We developed strategies, CSF (Critical Success Factor) and PM (Performance Measure)s of CoP based on BSC (Balanced Scorecard) process. Specifically, CSFs and strategies of CoP were extracted based on maturity model and type of CoP. According to the procedure from the methodology to evaluate the performance of CoP, three different industrial cases were adopted to validate the evaluation methodology.

• Journal of Family Resource Management and Policy Review
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• v.11 no.1
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• pp.1-20
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• 2007

This study identified financial management patterns of college students, and compared socioeconomic characteristics among different groups of financial management patterns. Also, the study examined the level of financial knowledge of college students, and compared it among the groups of financial management patterns. Data fur this study were from a questionnaire completed by 4-year college students (n=364), and were analyzed by factor analysis, cluster analysis, chi-square test, and ANOVA. The findings of this study were as follows: First, the financial management patterns were categorized by four groups: rational management group, future-oriented group, active management group, and present-oriented group. Secondly, younger students were more likely to be in the present-oriented group, while older students were likely to be in the future-oriented or active management group. Male students were likely to be the active managers, but female were likely to be the rational managers. Students' income was higher for future-oriented or active management groups, and their part-time jobs and their experiences of financial education were also significant variables. Thirdly, the average score of college students' financial knowledge was 49.9 on a 100 point basis. The part of financial assets and investment had only 47 points. The group of rational managers and active managers received higher points than the other groups.

• Korean small business review
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• v.42 no.4
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• pp.285-308
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• 2020

This paper analyzes the factors which affect University professors and students on their startup activities, such as (a) University factors: their industrial cooperation organization and systems, their resources for startup support, their knowledge assets, and (b) socioeconomic characteristics in which Universities are located. We used the data and information from the University Information System and the National Statistical Office Publication to analyze 157 4-year Universities in Korea who uploaded their startup-related information on the system. Our analysis shows that Universities' systems, such as the term for Professors' leave of absence for startup activities, and their amount of knowledge assets affect the number of Professor startups significantly positively, while there is no significant effect on their performance, in terms of sales, from those factors, except for the amount of patents that the University has. In the meantime, the number of practical startup courses, the number of startup clubs, and the number of professor startups in the University affect the number of student startups, while the size of industrial cooperation body, the amount of knowledge asset, the area's socioeconomic characteristics didn't affect their performance. The result implies that we need to take different approaches to boost University professor startups and their student startups: better system and more knowledge for the former, more practical courses and programs for the latter. Further study is needed to get a more robust result because this analysis used only one year data, and personal trait data was not included in the analysis. A panel data analysis for several years is recommended for further research.

• Journal of the Economic Geographical Society of Korea
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• v.19 no.3
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• pp.566-582
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• 2016

This study aims to analyze knowledge extension and diffusion trend among industries through technological convergence in non-Capital rural areas. A case of Sunchang, Korea examines knowledge extension trend of fermented soy product manufacturing industry. Patent application data are used to make technology convergence analysis and knowledge network analysis. Patent analysis results show that there are differences of knowledge extension trend between the whole country and Sunchang. Technologies of fermented soy product manufacturing in Sunchang is inclined to extend toward technologies related to fermented microorganism. Contrary to the whole country, knowledge extension in rural area like Sunchang is converged to technologies suitable for specialized but limited regional assets and human resources. Core actors of knowledge network of fermented soy product manufacturing in Sunchang are mainly public organizations such as local government, universities, and agencies or institutes. Recently technology sharing and extension is likely to occur through the cooperation between associative corporations and public organizations.

• Knowledge Management Research
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• v.17 no.3
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• pp.93-116
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• 2016

Knowledge, as a source of firm's competitive edges, has been drawing attention, while numerous enterprises are investing huge amount of assets to foster the right environments for executing knowledge management (KM). As a practical way of such KM, knowledge management systems (KMS) support the creation, diffusion, and utilization of knowledge, which are the tools for practicing such management style. Recently, the customer centers which make the closest contact with the customers are being concerned about the establishment of KMS. Considering the characteristics of real-time problem solving in customer centers during the consultation with the customers, the importance of KMS is paramount to the centers. This study analyzes major factors influencing the success and utilization of the customer center KMS's reestablishment, as an exploratory case study of the reestablishment of KMS in the customer center of K insurance company. First, the characteristic differences between the customer center's KMS and the traditional KMS are discussed, and the triangulation technique is applied to secure objectivity of this case study's findings. Major results of the case study state that, for the success of KMS and improvement of utilization, the followings should be considered preferentially: excellent system quality (accessibility, user convenience, easy searching, speed/menus); high information quality (accuracy, usefulness, timeliness, task-relevance, diversity, degree of specification); appropriate operation strategy and process for the utilization of system (education, training opportunity, appropriate personnel, speed and procedure of approval, compensation/evaluation); and change management via the support from the CEO's level (concern and participation of CEO, will to propel the project, investment, advertisement, etc.). This study provides practical suggestions with respect to factors which should be more carefully dealt with, since still many customer centers have hard time establishing and operating KMS due to lack of previous studies.

• Asia pacific journal of information systems
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• v.9 no.1
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• pp.115-142
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• 1999

Legacy applications are valuable assets that should be integrated into next generation business systems. To gain this advantage, progressive companies can reverse engineer the legacy business operations. This paper presents a form-driven object-oriented reverse engineering(FORE) methodology by the use of business forms to recover semantics of legacy applications. They retain the user-oriented contents of business and thus are easily understandable. Our form driven object-oriented reverse engineering methodology consists of five phases: form and usage analysis, form object slicing, object structure modeling, scenario design, and model integration. Knowledge about form structure and user interaction with legacy applications is used to capture the design semantics. An object model, which consists of an object structure model and scenario results from such form knowledge. The resulting object model is more likely to help reverse engineers understand and reuse legacy systems.