• 지식경영연구
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• 제17권3호
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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.

• 한국정보기술응용학회:학술대회논문집
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• 한국정보기술응용학회 2002년도 추계공동학술대회 정보환경 변화에 따른 신정보기술 패러다임
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• pp.425-432
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• 2002

본 연구는 KISTI 지식관리시스템 구축 시 고려해야 할 시스템특성들의 우선순위를 제시함으로써 현재 구축해서 사용 중이거나 향후 구축 예정인 KISTI 지식관리시스템 구축에 기여하고자 하였다. 연구를 위해 기존의 문헌들에서 지식관리시스템의 시스템특성을 가져왔고, 이러한 시스템특성들을 기초로 해서 KISTI 과학기술 지식정보 콘텐트 전문가들을 대상으로 한 Delphi 설문조사를 하였다. 연구결과 검색 기능, 저장기능, 접근성, 편의성, 분류기능 등과 같은 지식관리시스템의 기본 특성들은 우선순위가 높게 부여되었고, 지식원천통합, 지식평가, 개인화, 커뮤니케이션지원, 멀티미디어 수용 등과 같은 지식관리시스템의 부가적인 특성들은 우선순위가 낮은 것으로 나타났다.

• 한국지능시스템학회논문지
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• 제23권5호
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• pp.400-405
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• 2013

The purpose of this study is to develop a composite platform for knowledge extractions, visualizations, and inference. Generally, the big data sets were frequently used in the healthcare and medical area. To help the knowledge managers/users working in the field, this study is focused on knowledge management (KM) based on Data Mining (DM), Knowledge Distribution Map (KDM), Decision Tree (DT), RDBMS, and SQL-inference. The proposed mechanism is composed of five key processes. Firstly, in Knowledge Parsing, it extracts logical rules from a big data set by using DM technology. Then it transforms the rules into RDB tables. Secondly, through Knowledge Maintenance, it refines and manages the knowledge to be ready for the computing of knowledge distributions. Thirdly, in Knowledge Distribution process, we can see the knowledge distributions by using the DT mechanism.Fourthly, in Knowledge Hierarchy, the platform shows the hierarchy of the knowledge. Finally, in Inference, it deduce the conclusions by using the given facts and data.This approach presents the advantages of diversity in knowledge representations and inference to improve the quality of computer-based medical diagnosis.

• 한국경영과학회지
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• 제19권2호
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• pp.129-151
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• 1994

Recently, Decision Support Systems (DSS) research has seen a more to combine Artificial Intelligence (AI) including neural network techniques with traditional DSS concepts and technologies to build an intelligent DSS or a knowledge-based DSS. This article proposes a Management Evaluation and its Support System (MESS) as a knowledge-based DSS. The management evaluation of a firm means the performance of all managerial operations is appraised by considering the situations of the firm. A neural network is used to represent the management evaluation structure as a suitable means of management knowledge representation. Finally a case study in a telecommunication corporation is presented.

• 한국정보시스템학회지:정보시스템연구
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• 제19권3호
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• pp.149-179
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• 2010

This study empirically investigated the effects of both organizational culture(i.e., innovative, supportive and bureaucratic) and information technology(IT) infrastructure(i.e., knowledge storage, transfer and search IT) on the knowledge management(KM) activities(i.e., knowledge creation, sharing and application) in Korean manufacturing firms. We also partially demonstrated the impact of KM activities on the KM performance(i.e., KM satisfaction) of a firm. Through multiple regression analyses, it was found that innovative and supportive culture, and IT infrastructure have a positive impact on the activation of KM activities. The results of this study also showed that the innovative and supportive culture positively influence the adoption of IT infrastructure, and through the construction of IT, they have an indirect effect on KM activities. With a structural equation modeling technique, the causal relationships among organizational culture, IT infrastructure, knowledge management activities, and KM performance were confirmed. Hence, it is concluded that culture and IT infrastructure have direct effects on KM activities, and culture also indirectly influences KM activities through the adoption of IT infrastructure.

• 한국경영과학회지
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• 제17권2호
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• pp.145-162
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• 1992

This paper proposes two design principles for expert systems to solve a stock market timing (SMART) problems : machine knowledge and fuzzy post-adjustment, Machine knowledge is derived from past SMART instances by using an inductive learning algorithm. A knowledge-based solution, which can be regarded as a prior SMART strategy, is then obtained on the basis of the machine knowledge. Fuzzy post-adjustment (FPA) refers to a Bayesian-like reasoning, allowing the prior SMART strategy to be revised by the fuzzy evaluation of environmental factors that might effect the SMART strategy. A prototype system, named K-SISS2 (Knowledge-based Stock Investment Support System 2), was implemented using the two design principles and tested for solving the SMART problem that is aimed at choosing the best time to buy or sell stocks. The prototype system worked very well in an actual stock investment situation, illustrating basic ideas and techniques underlying the suggested design principles.

• 한국정보시스템학회지:정보시스템연구
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• 제21권3호
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• pp.45-70
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• 2012

Based on the usage levels of target costing systems(TCS) and information technology (IT) infrastructure, this study aims to develop a framework useful for classifying four types of knowledge management(KM) strategies in manufacturing firms: process-oriented, product-oriented, mixed and negative. We adopted a multi-methodological approach by mixing both qualitative and quantitative methods. Before developing a framework, through a case study of the H Motor Company in Korea, this paper investigated and showed the functions of TCS in the management of tacit knowledge. The results from the case study indicated that with the use of TCS, a firm can create, transfer, and share diverse kinds of tacit knowledge among employees for the facilitation of process innovation. We also empirically confirmed the four types of KM strategies, and demonstrated the characteristics(i.e., size, total sales, age, and knowledge intensity) of the organizations adopting each strategy.

• 지식경영연구
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• 제9권3호
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• pp.141-158
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• 2008

This study introduces the construct of group efficacy and combines the construct with the Adaptive Structuration Theory(AST) and user satisfaction framework. Job efficacy and IT efficacy identified as the dimensions of group efficacy are hypothesized to influence faithfulness of appropriation and consensus on appropriation. and then the user satisfaction of knowledge management systems(KMS). Data were collected through a survey of respondents who have the experience of using KMS, and analyzed by using structural equations modelling. The major findings of this study are as follows: First, job efficacy was found to have a positive influence on consensus on appropriation and user satisfaction. Second, IT efficacy was found to have a positive effect on faithfulness of appropriation and consensus on appropriation. Third, faithfulness of appropriation was found to have a positive influence on consensus on appropriation and user satisfaction. Implications of these findings are discussed for researchers and practitioners.

• Asia pacific journal of information systems
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• 제25권3호
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• pp.519-539
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• 2015

Customers are now demanding ever better service from customer service representatives (CSRs) to create superior customer service. Accordingly, CSRs are required to have more specialized knowledge and abilities of customer service. This study examines the roles of accumulated customer knowledge in electronic knowledge repositories (EKRs), which a firm has developed for customer service over time to enhance CSRs' work capabilities and work performance, in the context of call centers. To test the proposed research model and hypotheses, we conducted LISREL analysis using 261 responses collected on CSRs working for inbound call centers. The key results are as follows. First, accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise during the customer contact. Second, CSRs' knowledge utilization reinforces service expertise. Finally, service quality depends on CSRs' knowledge utilization and service expertise, but it is not directly related to accumulated customer knowledge. Overall, the findings suggest that accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise, and thereby leading to superior service quality.

• 한국산업정보학회:학술대회논문집
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• 한국산업정보학회 2002년도 춘계학술대회 논문집
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• pp.459-470
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• 2002

본 논문은 대학도서관 지식관리시스템 도입의 구성요인을 도출하고 이를 바탕으로 우리나라 국$.$공립 대학도서관 지식관리시스템의 도입 현황을 조사하였다. 이를 위하여 도서관 지식관리시스템의 구성요인을 예비조사를 통하여 도출하고, 웹사이트 분석과 설문 및 인터뷰를 통하여 대학도서관 지시관리시스템의 현황을 조사하였다. 조사 대상으로 선정된 33개 대학도서관에서는 본 연구에서 제시한 11개의 지식관리시스템 구성요인 중 온라인 참고서비스, 전자우편서비스, 원문정보 구축 등은 조사 대상 도서관 중 거의 모든 도서관에서 제공하고 있었으나 그 외의 서비스는 모두 절반 이하의 도서관에서 제공하고 있어 정보교육, SDI(Selective Dissemination of Information) 등 도서관 서비스를 대폭 향상시킬 수 있는 서비스를 적극 시행함과 아울러 e-Book과 무선서비스 제공 등을 비롯한 새로운 시스템들의 도입도 서둘러야 할 것으로 나타났다. 또한, 각 도서관들은 도서관 예산과 사서직원 수 및 조직의 혁신 정도에 비례하여 지식관리시스템을 도입한 것으로 나타나 도서관 서비스 향상에 조직의 정책과 문화, 사서직원의 증원, 관련 예산의 확보가 지식관리시스템 도입의 가장 중요한 요소임을 알 수 있었다.