A Study of Knowledge Management : Case Study of Banking Business

• Main Authors: LIN CHIEN JU, 林建儒
• Other Authors: Wei-Tzen Yang
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/94174620096992656543

碩士 === 淡江大學 === 管理科學學系 === 91 === Knowledge is power. Every industry should regard knowledge as business foundation, and transform it to be product or service in order to maintain organizational advantage. Business leaders in the 21st century have realized that the only way to sustain long term competitive advantage is to construct knowledge management systems (KMS). This is an important issue for industries, academia or even public sectors to possess the key successful factors during the construction of KMS. This study is based on experts’ and researchers’ theories and related literature, industrial characteristics, and surveys with knowledge workers, and then summarizes 24 crucial variables about the construction of KMS. We design the survey questions based on those variables, and interview with 3 managers in banking industry. We also submit 52 surveys and successfully collect 31 of them (effective collective rate 59.62%). According to the results of the surveys, we find four most important variables during the construction of KMS are (in the order of importance): the participation and support from the top management, managers’ leadership ability and ability to manage changes, performance evaluation and rewarding systems, and the understanding of end users’ needs. This study employs factor analysis (principle component analysis) to extract four key successful factors during the construction of KMS. They are: (1) information technology factor, (2) personnel and standard operation procedure factor, (3) implementation of organization systems factor, and (4) goal orientation of mutual trust factor. The main ideas of this study are to understand what obstacles domestic banking industry faces and ways to solve them, to understand what key successful factors should be possessed during the construction of KMS in order to maximize benefit and minimize effort, and to propose what assistance the authorities could provide for the banking industry. The main contribution of this study is to tell managers of the banking industry how to allocate resources optimally, under the constraint of limited resources, in order to raise the probability of successful construction of KMS.