【正文】 roles ? 創(chuàng)造新知識(shí)是三種角色動(dòng)態(tài)交互的結(jié)果 ? Frontline employees are often caught up in their own narrow perspective and lose sight of the broader context ? 前線員工常為他們自己的狹隘看法所迷惑，而失去對全局的把握 ? Senior managers articulate metaphors, symbols, and conceptual umbrella that orient the knowledgecreating activities of employees. They judge and test the value of new knowledge created and ask broad questions: ? 高級(jí)管理人員結(jié)合比喻、象征和概念傘，以確定員工知識(shí)創(chuàng)造的方向。s petitive strategy ? 由公司競爭戰(zhàn)略驅(qū)動(dòng) – How it creates value for customers（ 怎樣為顧客創(chuàng)造價(jià)值） – How that value supports an economic model（ 價(jià)值如何支持經(jīng)濟(jì)模型） – How the pany?s people deliver on the value and the economics （ 公司的人們?nèi)绾螌?shí)現(xiàn)價(jià)值） ? Some panies automate knowledge management (Codification) ? 一些公司實(shí)行自動(dòng)知識(shí)管理 ? Others rely on their people to share knowledge through more traditional means (Personalization) ? 另一些公司通過傳統(tǒng)方式，依靠他們的員工共享知識(shí) Different Knowledge Management Strategies 不同的知識(shí)管理戰(zhàn)略 ? Codification can be the main emphasis for more structured tasks. This requires prehensive electronic repository of “knowledge objects” to facilitate reuse of explicit knowledge. Examples – Anderson Consulting and Ernst Young for technology and ERP implementation. ? 成文化主要強(qiáng)調(diào)將任務(wù)結(jié)構(gòu)化。s visit, or emergency room trip – 當(dāng)有人向中心呼救，護(hù)士便根據(jù)“臨床診斷體系”診斷呼救者癥狀，排除可能的病癥，并推薦家庭治療、醫(yī)師診斷或急救 – The knowledge repository contains algorithms of the symptoms of more than 500 illnesses – 知識(shí)庫包含超過 500種病的癥狀情況 – The first 300 algorithms that Access Health developed have each been used an average of 8,000 times per year – 前 300種每年被使用超過 8000次 Codification at Dell Dell的文化 – Direct sale of madetoorder inexpensive PCs Strategy – Invested in a knowledge management system with an electronic repository that specify endless configurations. – Customers choose configurations from a menu, suppliers provide ponents based on their orders, and manufacturing retrieves orders from the system and schedules assembly – Dell does not deliver highly customized orders, and it raises its prices considerably for orders with special ponents. – In I997, Dell shipped 11 million PCs. Those systems were put together from 40,000 possible configurations (petitors typically offer only about 100 configurations), Each configuration was used on average 275 times – That level of reuse allows Dell to lower its costs and charge less than the petition – This knowledge reuse model helped the pany to grow revenues 83 % annually over the last four years Personalization 人性化 ? Focus on dialogue between individuals, not knowledge objects in a database ? 注重人之間的對話，而不是數(shù)據(jù)庫中的知識(shí)對象 ? Knowledge is shared not only facetoface but also over the telephone, by , and via videoconferences ? 知識(shí)是共享的，不僅是面對面的，也通過電話、電子郵件和視頻會(huì)議 ? Knowledge that has not been codified and probably couldn39。s knowledge ? Employees work together in 17 diseasespecific teams ? To make persontoperson munication easy, a team39。s case ? Managing the experts39。s clinical decision architecture to assess the caller39。使員工感覺到知識(shí)共享的好處。s revenues came from its business machines division ? 1987年，微型復(fù)印機(jī)開發(fā)后的 5年后，佳能 74％的收入來自商業(yè)機(jī)器分公司 ? Proof the knowledge is a form of capital. ? 證明了知識(shí)是資本的一種形式 Strategic Impact of Knowledge Creation at Canon 佳能知識(shí)創(chuàng)造的戰(zhàn)略影響 Creating knowledge in Organizations via Redundancy 通過冗余在組織中創(chuàng)造知識(shí) ? The fundamental principle of anizational design in knowledgecreating panies is redundancy in knowledgecreating responsibilities. ? 知識(shí)創(chuàng)造型公司的組織設(shè)計(jì)的基本原則是知識(shí)創(chuàng)造職責(zé)的冗余 ? At Canon, a team is divided into peting groups to develop a variety of approaches and perspectives principle of internal petition. ? 在佳能，一個(gè)團(tuán)隊(duì)分成兩個(gè)互相競爭組，按不同的方法和觀點(diǎn)發(fā)展－內(nèi)部競爭法則 ? May be wasteful in the short run, but new ideas proliferate and the anization39?！? ? Deeply rooted in action and in an individual39。s revenues came from its business machines division ? 例：佳能公司推出袖珍復(fù)印機(jī) 5年后的 1987年，公司 74％的收入來自商業(yè)機(jī)器分公司 ? Formal KM is originated in consulting firms ? 真正的知識(shí)管理開始于咨詢公司 Definition （ 定義） ? Knowledge management is the process that helps anizations identify, select, anize, and capture important information and expertise within the anization and disseminate it to wherever it is needed to enhance anizational effectiveness and innovative potential. ? 知識(shí)管理是協(xié)助組織識(shí)別、選擇、組織和獲取組織中的重要信息及專門技術(shù)的過程，并且將獲取的信息和專門技術(shù)應(yīng)用到組織中，以提高組織效率和創(chuàng)新潛力 ? Research on Knowledge Creation pioneered by Professors Nonaca and Takeuchi of Japan ? 日本的 Nonaca和 Takeuchi教授是研究知識(shí)創(chuàng)造的先驅(qū) Types of Knowledge and Modes of Knowledge Creation 知識(shí)類型和知識(shí)創(chuàng)造的方式 Types of Knowledge（ 知識(shí)的類型） ? Tacit knowledge implicit, resides in experts39。 ? Team leader Hiroo Watanabe coined another slogan Theory of Automobile Evolution – to express an ideal. ? 團(tuán)隊(duì)領(lǐng)導(dǎo) Hiroo Watanabe 提出另一個(gè)口號(hào)－汽車發(fā)展推測－以表達(dá)一種理想 ? [后續(xù) ] New Product Development at Honda 本田汽車的新產(chǎn)品開發(fā) ? [續(xù)前 ] ? This led to discussion and debate and yet another slogan Manmaximum, Machineminimum. ? 這些引發(fā)了討論和辯論，還有一個(gè)口號(hào)－最大人性化，最小機(jī)械化 ? Finally, the revolutionary “Tall Boy” Honda City emerged. ? 最后，革命性的“ Tall Boy”橫空出世。他們判斷并檢驗(yàn)新知識(shí)創(chuàng)造的價(jià)值并提出更廣泛的問題： – What are we trying to learn?（ 我們將要學(xué)什么？） – What do we need to know?（ 我們需要知道什么 ?） Middle Managers and Teams (中層管理人員和團(tuán)隊(duì) ) ? Middle managers provide a conceptual framework that helps frontline employees to make sense of the chaotic market signals ? 中層管理人員提供一個(gè)概念框架，以幫助前線員工搞清混亂市場信息的意思。這要求全面的“知識(shí)對象”電子知識(shí)庫，以方便的重復(fù)使用外在知識(shí)。t be transferred ? 知識(shí)并非成文化且可能不能被轉(zhuǎn)化 Personalization Bain ? Marcia Blenko had a strategy problem for a large British financial institution ? Required geographic and productline expertise, a broad understanding of the industry, and a large dose of creative thinking ? Blenko knew several partners with relevant expertise ? She left voice mail messages with them and checked Bain39。s members are