【作者】 李琦；

【导师】 张米尔；

【作者基本信息】 大连理工大学 ， 工商管理（专业学位）， 2013， 硕士

【摘要】 今时今日,伴随着知识经济时代的到来,不论在理论界还是企业管理界,把知识管理作为企业内部管理和发展战略的核心已是不争的共识,也是西方企业管理的热点和重点。一半以上的世界500强大企业已经根据企业自身发展状况建立了知识管理体系,推行知识管理。在国际服务外包行业在中国快速成长的时期,中国企业需要完善自身的知识管理体系,与世界先进企业接轨并增强其在国际市场上的竞争力。本文以A公司业务流程离岸外包项目——VBI项目为例,运用目前普遍认可的知识管理理论,包括"SECI模型”,“K10知识链”和"PSCA闭环”等,对A公司在VBI项目的竞标,移管和运营管理过程中出现的问题进行了深入的分析。研究得出A公司在知识管理方面存在知识转化模式停留在内隐到内隐的初级状态下,没有形成一个有机整体；公司对知识管理重视程度不够,决策层片面偏重技术知识；缺少完整的知识管理系统,知识管理主体混乱等问题。在分析结果的基础上,对A公司的知识管理体系的建设提出了一系列的建议,包括知识管理模式的选择——以编码化知识管理模式为主(80%),个性化知识管理模式为辅(20%)。同时针对产品研发等需要知识创新为主的部门单独采取个性化知识管理模式；知识管理组织结构的建设——在明确和完善知识管理主体后,逐步建立“自中而上而下”的超文本组织结构,并在建设的过程中注意遵循扁平化、弹性化、虚拟化、网络化、柔性化的知识型组织结构特点；以及建立基于wiki的知识管理平台——灵活的进行知识积累和交流,最大化的激发企业员工知识创新的热情。本文的研究内容对于A公司的知识管理具有一定的理论指导意义,研究的成果结论对于A公司建立知识管理体系也具有应用价值。希望能为A公司提供参考和借鉴。更多还原

【Abstract】 With the arrival of knowledge economy era, knowledge management as the core of enterprise management and development strategies has become the consensus in both theoretical circles and enterprise management circles; and also become the hotspot and key point of Western enterprise management. More than half of world’s top500enterprises have established knowledge management system, implementing knowledge management. Currently, offshore BPO industry is growing very fast in China. Chinese enterprises need to improve their own knowledge management system, aiming to bring themselves into line with the world’s most advanced enterprises and enhance its competitiveness in the international market.In this paper, a BPO project of A company-VBI project was analyzed of its issues arising during project bidding, transition and operation, by using widely recognized knowledge management theory, e.g."SECI Model","Knowledge Chain","PSCA Loop", etc.. Analysis results conclude that A company as a series of issues in knowledge management aspect, including knowledge transformation pattern remains in tacit-tacit primary status; little attention is paid to knowledge management; decision panel emphasis on technical aspect; no complete knowledge management system; knowledge management body dislocation, etc.Aiming to resolve these issues, a series of recommendations for building knowledge management system in A company is proposed. Recommendations includes knowledge management mode selection-80%for codification mode versus20%for personalization mode, and using latter one separately in departments dominated by knowledge innovation, such as product R&D department; knowledge management organizational structure building-after clarifies knowledge management body, gradually establishes a "mid to top/bottom" hypertext organizational structure, and pay attention to the knowledge organization features including flattening, elastification, virtualization, networking and flexibility; and the establishment of wiki-based knowledge management platform-using wiki to accumulate and exchange knowledge flexibly, stimulates the enthusiasm of employees to perform knowledge innovation.The study content of this paper has certain directive significance and applied values for establishing knowledge management system in A company. Hope this is helpful and can be referred by A company for further development.更多还原