• International Journal of Quality Innovation
• /
• 제8권3호
• /
• pp.46-70
• /
• 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.

• Asia pacific journal of information systems
• /
• 제15권3호
• /
• pp.65-90
• /
• 2005

One of the major goals of using knowledge management systems(KMS) is the sharing of knowledge. The intent of an individual to share his/her knowledge plays a crucial role in sharing quality knowledge in corporations. However, there is little research that addresses this relationship between the intent to share and the use of KMS both from a holistic perspective and with empirical data analyses. To understand major factors that affect both knowledge sharing intent and the use of KMS, we conducted a field study from eight companies in four different industries which had been using KMS for at least a year. Using confirmatory factor analysis and structured equation modeling techniques, we have analyzed the relationships among top management support, trust among peers, trust in the organizational hierarchy, incentives and rewards, knowledge-sharing intent, KMS quality, knowledge quality, and the use of KMS. The research results show that top management support and trust between peers enhance the intent of sharing knowledge. We also found that top management support, knowledge-sharing intent, incentives and rewards, and the quality of knowledge have positive relationships with the use of KMS.

• International Journal of Quality Innovation
• /
• 제9권2호
• /
• pp.99-117
• /
• 2008

High-tech industry has been the principal economic source for Taiwan in recent years. The characteristics of high-tech industries in Taiwan are changeable product markets, short product life cycles and high company attrition rate. In the globalization trend, the high-tech industry has gradually increased corporate competitiveness and reached the goal of sustainable operations through knowledge management, knowledge sharing and new product research and development. Firms have aggressively strengthened and integrated their internal and external resources and enhanced knowledge sharing to increase industry operational performance. Effectively strengthening the knowledge management operation and performance evaluation of knowledge sharing in Taiwan's high-tech industry has become a critical issue. In the selection of knowledge sharing Key Performance Indicators (KPI), this research divided the knowledge sharing indicators into representative strategic indicators such as organizational knowledge learning, organizational knowledge resources, organizational information capacity and organizational knowledge performance through screening using Factor Analysis. The characteristics of the constructs were interdependent. This research calculated and adjusted the correlation among the key performance knowledge sharing indicators using ANP and determined the relative weight of knowledge sharing.

• 산경연구논집
• /
• 제13권2호
• /
• pp.1-15
• /
• 2022

Purpose: This study established the state of the utilisation of information and communication technologies (ICTs) in Zimbabwean urban district councils to manage municipal knowledge. The way municipal knowledge and service delivery information are managed influences the usefulness and accessibility of the information to the various stakeholders. The effective management of this information thus determines the quality of decisions made by Zimbabwean urban councils. Research design, data and methodology: The study adopted a single case study design, employing a purely qualitative research approach. The purposive sampling technique was used to select key informants who participated in the study. Collected data were analysed using thematic content analysis. Results: The findings revealed that the Masvingo City Council was not fully utilising ICTs to manage service delivery knowledge. It has been at a minimum level in cases where they have been used. Conclusions: This research contributes to the Zimbabwean local government body of knowledge, providing the evidence needed to form a basis for future research, focusing on knowledge management and information technology utilisation in municipal organisations. The researchers recommended that Masvingo City Council direct more resources towards improving the existing ICT infrastructure and employee training programmes to improve the management of the organisation's knowledge.

• 한국경영과학회지
• /
• 제31권4호
• /
• pp.89-103
• /
• 2006

The purpose of this study is to examine influential factors in knowledge-sharing and to analyze how these factors influence the performances of knowledge management (KM) in public enterprises. Influencing factors of KM in this study include evaluation-compensation, knowledge management system, learning culture, and organizational structures. As a result, analysis turned out to be the KM system and organizational structure directly effects knowledge-sharing and KM performances. And knowledge-sharing performed as mediating effect between independent variables such as compensation system and organization structure, and dependent variable like KM performance. Therefore, this study concludes that each factor of evaluation-compensation system and learning culture has directly influenced to knowledge-sharing, yet KM performances have Indirectly influenced.

• 지식경영연구
• /
• 제5권1호
• /
• pp.1-17
• /
• 2004

Based on the diffusion of innovation paradigm, this study conceptualizes the constituent components (3P) and the growth stages (6C) for knowledge management. It is critical for knowledge management efforts to identify 'where we are' and decide 'where to go' and then to manage 'how to go'. As a framework for the success of knowledge management, the 3P6C model is intended to systematically guide these efforts toward knowledge asset management and implementation, for knowledge productivity. This model is illustratively applied to such success stories as in Skandia, Buchman Lab and Hall Mark Cards. Such applications of this model show that they have been through such prior activities required in the earlier stages, and thattechnological platform is just one of the 3 key components working as an enabler, implying together the existence of growth path in KM success. Provided in the appendix are a set of exemplary scenarios in knowledge management practice for growth stage assessment.

• 한국유통학회지:유통연구
• /
• 제4권2호
• /
• pp.93-115
• /
• 1999

The main purpose of this study is to develop a framework of knowledge management and knowledge management systems(KMS) for retail firms. The framework of knowledge management developed in this paper is based on six components: knowledge worker, KMS, leadership of CEO, knowledge management strategy, culture, evaluation and reward systems. The knowledge management process can be divided into four stages: preparation stage, initiation stage, expansion stage and completion stage. The major activities performed to implement effective knowledge management are also identified for each stage. The knowledge base of KMS for retail firms should store three types of knowledge: knowledge for management activity, knowledge for management activity, knowledge for strategic analysis, and knowledge for problem solving. Finally, the technical characteristics of KMS are also examined in terms of information technology.

• 지식경영연구
• /
• 제9권2호
• /
• pp.87-107
• /
• 2008

The knowledge society has come to where the knowledge is the source of wealth contrary to the traditional era that labor and capital were the source of wealth. Thus, corporate is accelerating to introduce the knowledge management and to establish the knowledge management system (KMS) in order to effectively manage the knowledge that can be the source of their competitiveness. The purpose of this paper is to identify the factors which affect knowledge sharing and to prove empirically their relationships with the KMS performance. A survey was conducted and data were collected from 220 respondents of 19 organizations which have adopted KMS. Research model and related hypotheses were tested using PLS Graph 3.0. As a result of data analysis, seven hypotheses out of eleven hypotheses were supported. In particular, knowledge sharing is significantly influenced by those knowledge sharing factors such as openness, trust, training, reward system, perceived usefulness, and communication channel. Also, individual impact is significantly affected by knowledge sharing. This study is expected to provide a sound basis for understanding the importance of knowledge sharing to gain organizational as well as individual competitiveness and exploring ways to effectively share knowledge through enhancing the use of KMS in organizations.

• The Journal of Asian Finance, Economics and Business
• /
• 제9권10호
• /
• pp.97-104
• /
• 2022

The purpose of the existing work is to inspect the impact of knowledge management on organizational performance. Business experts now appreciate how important knowledge management is for organizational performance. Earlier studies have investigated the research model with causal linkages, however, only a few of them have considered sample-selecting bias problems when analyzing the model of knowledge management on organizational performance. The number of 312 executives related to knowledge management from 312 enterprises that have been approved with quality management systems offered suitable responses for analyses. The data was employed to investigate the effect of knowledge management on organizational performance, considering sample-selecting bias. The empirical outcomes indicate that sample-selecting bias exists in the causal impact of knowledge management on organizational performance. The empirical findings are helpful to scholars of knowledge management as well as business executives by giving an insight into the casual effect of knowledge management on organizational performance with the intervention of sample-selecting bias. The acceptance of knowledge management should be tailored to improve competitive advantages that will lead to better organizational performance.

• 디지털융복합연구
• /
• 제8권1호
• /
• pp.27-40
• /
• 2010

This case study covers the Knowledge Management research paper that explores the clear idea about the knowledge practicesthat are used in the corporate sector to achieve the strategic advantage over the competitors. The quoted example of the three manufacturing firms TATA MOTORS, BHEL, and M&M have tried to compare the Knowledge practices in these firms, which explores the concept clearer that the competitors can use the same or the different type of knowledge practices to achieve the competitor advantages. In order to help knowledge management goals, an integrated knowledge management system consisting of the knowledge management techniques and technologies are used. The knowledge Management is supported by different techniques and practices whichare knowledge content, people skills, technology and strategy based. The technology and techniques supports these factors of knowledge management. The paper discuss different techniques and processes adapted by three Indian organizations and a comparison is made to suggest the guidelines of KM practices to manufacturing Industries.