【正文】 業(yè)知識中心有 250名員工，他們管理電子知識庫以幫助顧問尋找和使用信息 ? Specialists write reports and analyses that many teams can use ? 專家撰寫報告并分析可使用的 ? [后續(xù) ] Codification – Ernst Young （ 成文化 – Ernst Young ） ? [續(xù)前 ] ? Each of Ernst Young39。 ? They are the true knowledge engineers of the knowledgecreating pany ? 他們是知識創(chuàng)造型公司真正的“知識工程師”。s knowledge base in terms of a few key technologies ? NEC “CC” （ 計算機和通信），采用幾個關鍵技術術語對公司知識加以分類 ? Kao “Surface active science“ Guided its diversification into products ranging from soap detergents to cosmetics to floppy disks – all natural derivatives of Kao39。例如：產(chǎn)品規(guī)格、科學公式、計算機程序。 ? Explicit knowledge formal, systematic, codified, publicly available, and can be easily municated and shared. ., Product specifications, scientific formula, puter programs. ? 外在知識－正式、系統(tǒng)、成文、可用并且易于交流和共享。 ? Philosopher Max Black: “two ideas in one phrase“ ? 哲學家 Max Black： ”一詞有二意” ? [后續(xù) ] Metaphor ? Analogy ? Model 比喻 ?類推 ?模型 ? [續(xù)前 ] ? People put together what they know in new ways and begin to express tacit knowledge what they know but cannot yet say ? 人們采用新方法整理他們所知的知識并表示成內(nèi)在知識－他們理解但不會表達 ? Effective in jumpstarting the creative process in the early stages of knowledge creation ? 在知識創(chuàng)造的初期高效的開始創(chuàng)造過程 Implications Senior Executives’ Vision 暗示－高級管理人員的想象 ? Needs to be openended and susceptible to a variety of different and even conflicting interpretations ? 需要容許幾種不同甚至是矛盾的解釋 ? Gives employees and work groups the freedom and autonomy to set their own goals ? 給予員工和工作團隊一定的自由和自治權，以達到他們的自身目標 ? If a vision is too unambiguous, it bees an order and do not foster the high degree of personal mitment on which effective knowledge creation depends ? 如果一個想象太明確，它將成為一個規(guī)則，阻止人的創(chuàng)造能力在更深層次上的激發(fā)，而這是有效知識創(chuàng)造所依靠的 Conceptual Umbrella ? Sharp “Optoelectronics to describe the merging of microelectronics with optical technologies Senior managers took up the word and magnified its impact far beyond the RD and engineering departments in the pany ? Sharp –“光電子學”是描述微電子學和光學技術的融合，高級管理人員使用該詞并將其推廣到 RD 以及工程部外的其他部門 ? NEC the metaphor CC (for puters and munications), Categorized the pany39。 ? [后續(xù) ] Middle Managers and Teams (中層管理人員和團隊 ) ? [續(xù)前 ] ? Team leaders are typically middle managers who synthesize the tacit knowledge of both frontline employees and senior executives, make it explicit, and incorporate it into new technologies and products ? 團隊領導是典型的中層管理人員，他們綜合前線員工和高級管理人員的內(nèi)在知識，使其外在化，并將其融合入新產(chǎn)品和技術中。這要求加強人與人的交流、電子郵件和視頻會議等，以方便內(nèi)在知識的交換。 experience Personalization:Creating Value for Customers 人性化：為客戶創(chuàng)造價值 – Problems don39。s planes to visit other divisions and share ideas on new products ? Travel are encouraged, and budgets are not restricted ? The pany manages effective persontoperson knowledge sharing ? With 20,000 employees, HP dwarfs the largest consulting pany, Andersen Consulting, which has about 60,000 people Don?t Straddle 不要同時使用兩種策略 ? Most knowledge consulting firms use both ? 許多知識咨詢公司同時使用兩種 ? codification and personalization to some extent ? 在某種程度上是成文化和人性化的 ? Most effective firms, however, concentrate on one method and use the other in a support role ? 然而，許多公司注重一種方法，同時用另一種方法加以輔助 ? Executives who try to excel at both strategies risk failing at both ? 希望同時使用兩種戰(zhàn)略的決策者要承擔兩份風險 ? Management consulting firms have run into serious trouble when they failed to stick with one approach ? 如果管理咨詢公司不能堅持使用一種方法，它將陷入很大的麻煩中 ? Companies that straddle the two strategies may also find themselves with an unwieldy mix of people ? 同時使用兩種戰(zhàn)略的公司將很難處理人員混雜問題 ? In effective panies, the knowledge management model stays the same even as new products and services mature ? 高效公司的知識管理模式在新產(chǎn)品或服務成熟時建立 Don?t Straddle 不要同時使用兩種策略 What’s the “Right” Strategy? 什么是正確的戰(zhàn)略？ ? Competitive strategy must drive knowledge management strategy ? 競爭戰(zhàn)略必定推動知識管理戰(zhàn)略 ? Three questions to consider（ 三個需考慮的問題） – Do you offer standardized or customized products? – 提供標準化還是個性化產(chǎn)品？ – Do you have a mature or innovative product? – 是否擁有成熟或革新的產(chǎn)品？ – Do your people rely on explicit or tacit knowledge to solve problems? – 你的員工依靠內(nèi)在還是外在知識解決問題？ Don?t Isolate Knowledge Management! 不要孤立知識管理！ ? Companies that isolate knowledge management risk losing its benefits, which are highest when it is coordinated with HR, IT, and petitive strategy ? 孤立知識管理的公司存在損失盈利的風險，在與 HR、 IT和競爭戰(zhàn)略相關的公司尤為突出 What should be your pany’s knowledge management strategy? 如何確定公司的知識管理戰(zhàn)略？ Knowledge Management Practices 知識管理實踐 Common KM Practice （ 一般知識管理實踐 ） ? Develop a system (., guidelines, incentives, and procedures) for KM cycles in capturing, refining, storing, managing, disseminating, and creating knowledge throughout the anization. ? 開發(fā)知識管理系統(tǒng)的周期包括：捕獲、精練、存儲、管理、傳播和創(chuàng)造知識 ? Integrate KM into core work processes. Make knowledge capture a required step in key processes (., document problem solutions) ? 統(tǒng)一知識管理成核心工作流程，知識捕獲是核心流程中的關鍵一步 ? Assign KM roles (., topic experts) ? 指派知識管理角色 Common KM Practice 一般知識管理實踐 ? Focus on customercentric knowledge and core petencies ? 注重以客戶為中心的知識和核心能力 ? Share and learn from industry best practices. ? 在行業(yè)最佳實踐中共享和學習 ? Establish munities of expertise (works of knowledge) ? 建立專門技術團體 ? Apply TQM methods to enhance quality of knowledge contents. ? 采用 TQM增強知識內(nèi)容的質(zhì)量 ? Establish methods for measuring KM benefits. ? 建立知識管理盈利評價體系 Knowledge Management Technologies 知識管理技術 IT Infrastructure for Knowledge Management（ 知識管理的 IT基礎） Figure 101 Office systems（ 辦公系統(tǒng)） ? Manage and coordinate work of data and knowledge workers 管理和協(xié)調(diào)數(shù)據(jù)和知識工作者的工作 ? Connect work of local information workers with all levels and functions of anization 將本地信息人員的工作同組織的所有層次和職能部門相聯(lián)系 ? Connect anization to ex