指導教授：歐陽超 教授第七組　組員：

M9501803 HendraM9601001 李佳穗 M9601014 鄭歆

蓉M9601103 林靜敏 M9601205 賴科

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Knowledge ManagementKnowledge Management

1. Introduction2. Knowledge management processes and

systems3. Portals support for knowledge

management processes4. Factors inhibiting the adoption of

corporate portals5. Perspectives for a successful

implementation6. Conclusion

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1.1. Resource-based view (RBV)Resource-based view (RBV)

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2.2. Knowledge management systems Knowledge management systems (KMS)(KMS)

KMS are technologies that support knowledge management in organizations, specifically, knowledge generation, codification, and transfer.

Despite the potential benefits from KMS, companies were experiencing difficulties in effectively using these technologies.

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3.3. Corporate portalCorporate portal To address this issue, this paper

focuses on a particular type of KMS, which is corporate portal.

It presents the potential of providing organizations with a rich and complex shared information workspace for the generation, exchange, and use of knowledge.

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1.1. Knowledge definitionsKnowledge definitions The knowledge-based theory of the firm

was never built on the universal truth of what knowledge really is but on a pragmatic interest in being able to manage organizational knowledge.

Mainly two perspectives are dominant:① Information Technology view② Strategic management view

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① IT view makes the distinction between data, information and knowledge.

Data is mainly considered as raw numbers that once processed becomes information, and when put it specific context this information becomes knowledge.

② Strategic management perspective views knowledge as:

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a state of mind: posits that individuals expand their personal knowledge through the input received from their environment.

a capacity: the ability to interpret and use information and experience that influences decisions.

a process: focuses on applying expertise. In this article, we emphasize the view of

knowledge as a “capacity to act effectively”.

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2.2. Knowledge processesKnowledge processes We can describe knowledge

management life cycle as an iterative sequence of activities.

Building upon the notion, we outlined from knowledge management frameworks, key elements of several life cycle models.

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Authors Phase 1

Phase 2

Phase 3

Phase 4

Phase 5

Holsapple and Joshi(1998)

Acquisition

Selection

Internalization

Use

Gartner Group(1998) Create Organize

Capture Access Use

Davenport and Prusak(1998)

Generate

Codify Transfer

Wiig(1993) Creation

Manifestation

Use Transfer

Arthur Anderson and APQC(1996)

Share-create

Identify Collect Adapt-organize

Apply

Van der Spek and Spijkervet(1997)

Develop Distribute

Combine

Hold

Mertins, Heisig and Vorbeck(2001)

Create Store Distribute

Apply

Table 1Summary of knowledge management processes identified in different frameworks

Several key points emerge from our review of the analyzed knowledge management frameworks:

①There is no single or commonly accepted definition of what constitutes a knowledge management framework.

②There are many concepts that are similar in the frameworks analyzed, but their ordering or structure varies.

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• Therefore, in this article, the knowledge development cycle is defined as the process of:

3.3. Knowledge management systemsKnowledge management systems Knowledge and expertise exists in

organizations:

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KMS

KMS

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KMS fall into four categories:①Content management tools: integrate,

classify, and codify knowledge②Knowledge sharing tools: support

sharing knowledge③Knowledge search and retrieval

systems: search, retrieval and discovery④General KMS: overall solution

3.1 Portal definitionsPortals enable e-business by providing a unified application

access, information management and knowledge management both within enterprises, and between enterprises and their trading partners ,channel partner and customers (GartnerGroup,1998).

From this definition, we can distinguish two types of corporate portals: Extranet portals which provide depth content rather than breadth of

content, offer special advantages for business-to-business, e-commerce Enterprise intranet portals that support knowledge management and

internal communications

1. Identification of the main players in corporate portal market.

2. Identification of early adopters of corporate portals.

3. Selected eight case studies according to some criteria.

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Personalization

Integration

Web sitesInternet

External

Internal

Web SitesBusiness Group/project Personal

CollaborationEmail/calendar

discussions DocumentsOffice

Business ContentMarketing

HR

Business services Benefits Library

Analysis/ Reporting

DWDSS

NewsNews Feeds

External servicesTravel

External Content Stock

Weather

Publishing

Taxonomy

Collaboration

Search

Security

Profile

CorporatePortalScalabili

tyExtensibility

1.Core capabilities2.Supportive capabilities3.Web services

1.1. Core capabilitiesCore capabilities Taxonomy

called classification schemes or categorization schemesbenefits:

search, support, navigation, data control/mining, schema management, personalization/information delivery

Publishingalternate formats including HTML, PDF, XML, etc.

Search Personalization Integration

a unified view of corporate information Collaboration

create a shared communityportal services → threaded conversation, projects

management tools

2.2. Supportive capabilitiesSupportive capabilities Security Profiling

Two techniques can be used : explicit profile , implicit profile

Scalability

3.3. Web servicesWeb services表四 一些企業對員工提供網站服務的例子Company 企業 Web services provided 網站服務的提供General motors通用汽車

自助服務的應用( 包含了工資單、更新地址和聯絡資訊、回顧權益報表 )

Cisco 思科 自助服務 ( 辦公室設備、手機 ) 、健康照顧專案、福利方案

Ford MotorCo 福特汽車

健康照顧專案 ( 醫療資訊、線上健康照顧提供 )

STMicroelectronics意法半導體

旅費報銷、股市報價、團隊行事曆

BT E 化學習 ( 線上授課 )

The most important functionality of portals:The ability to synchronize andSupport knowledge development phases

If the portals built correctly:Be the brain of the organization thatEquip employees with all the knowledge and

vital information that required to successfully perform their activities/task.

The portal tools should be viewed as:Expand and interconnect resources so that

information can be distributedComply with the organization’s requirement

for individual and team-based managementResponsiveness to change

The portal have several different kinds of features to support the processes of knowledge management

3.3.1.Knowledge GenerationRequires tools that enable the acquisition, synthesis, and creation of knowledge

Components of portals:Communication/MessagingApplication SharingCommunity Building

Component Description Challenges

Communication/Messaging A set of tools to communicate with each other(email, chat tool, instant messaging, discussion board)

Effective use of communication.

Education/usability of tools and processes.

Merging of existing tools into enterprise portal offering

Application Sharing Enables multi parties to share and collaborate on application at distance(web-based meeting facilitation)

Management and protocols and bandwidth constraints

Must be used to augment(not replace) document management and approval workflow

Community Building Create virtual community (collaboration opportunities) for users with similar interest and needs

Providing leadership within community

Control of proliferation of communities; some should be controlled centrally

3.3.2. Storage ProcessesThe organization classify the filtered knowledge

and add it to the organizational memoryThe stored knowledge in manuals, databases,

report, etc.Knowledge of the employees. The components of portal:

Storage Archiving Life cycle management

Component Description Challenges

Storage Transform information into valuable knowledge

Define and inset new knowledge to different layer of the corporate KMS

Archiving The ability to manually or automatically index information

Determining the correct audience for documents

Providing easy to use content creation procedures

Life Cycle Management The ability to store information efficiently and make it readily available from an archive over time

Fill responsibility for individual maintenance of personal information

3.3.3. Distribution ProcessKnowledge needs to be distributed and shared

throughout the organization, before it can be exploited at the organizational level(Nonaka & Takeuchi, 1995)

The succeeds of distributing knowledge depends on: The organizational culture The amount of explicit knowledge available

The components of portal: Profiling Push/Pull technology Publishing

Component Description Challenges

Profiling The important element to distribute the right information to the right person

Collection of relevant personal data

Confronting explicit and implicit profile

Ability for individuals to declare their expertise in a given area

Push/pull technology Delivery via web distribution, web content management, email notification, etc.

Determining the correct audience for the documents

Integration of document management with content management

Publishing The ability to render or publish document into alternate formatsHTML, PDF, XML, etc.

Providing easy to use content creation procedures

Creating authority process to balance the “freedom” of the publisher to contribute

3.3.4. Usage ProcessThe application stageKnowledge workers should use the retrieving

knowledge in performing task such as: Solving problem Making decisions Researching ideas learning

The components of portal: Integration Process automation Life cycle management

Component Description Challenges

Integration The ability to access and index information from disparate data(file servers, business systems, the web)

Integrate incoming data into existing data storage

Selecting an array of content that can satisfy the entire enterprise

Process Automation Business process automation capabilities such as routing and workflow

Aggregation of information from all internal IS sources (ERP, SCM, etc.) and integrate it into the corporate portal

Life Cycle Management The ability to store information efficiently and make it readily available from an archive over time

Identification and creation of relevant business report

Fill responsibility for individual maintenance of personal information

Technical contextDesign UsabilitySegmentationEffective information

Managerial context Cost effectiveness Strategy

Leadership

Reward system

Social context

　　　　　 Organizational culture

Trust

Satisfaction

Commitment

Cost effectiveness Need to show an ROIStrategy Communication and training LeadershipReward system Recognize person’s professional and give

commitment rather than reward with “carrot”.

Poor designPoor usabilityFailure to match the medium with the

messageLack of time to search information 1. Add more passive function and acts as a

container of knowledge relevant for the organization. 2. An active system that disseminates

knowledge to people wherever they need in their in their work.

Organizational culture A positive social interaction cultureTrust Satisfaction Commitment

Commitment and support of the CEOMotivation and commitment for adoption of

these technologiesLiking knowledge and business processesInformation sharing cultureLearning from failuresImmaterial incentives

Corporate portals providing organizations with a rich and complex shared information .

A important task for knowledge management is to contribute knowledge that will support researchers and practitioners in their efforts to successfully develop and implement corporate portals.