The Case Study Of The ISO20000 And Knowledge Management Implementation In Enterprises

• Main Authors: Kai Lin, 林楷
• Other Authors: Shu-Hsien Liao
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/37592125332848626766

碩士 === 淡江大學 === 管理科學研究所企業經營碩士在職專班 === 96 === In the age of 21 century, a knowledge economic age, knowledge is now the most valuable asset to an enterprise. Effectively knowledge creating value and performance, have become the core factors winning eternal running and ensuring competition advantage of an enterprise. The study bases on the best practice through ISO20000, the service management specification, and then, discusses the development of introduction and application model for knowledge creation. Further, by related journals and thesis analysis, cases study, and model establishment, this study applies ISO20000 standards to be a platform gaining new chances, achieves effectuation of knowledge creation for an enterprise, and then, manages and promotes the enterprise value. By interviewing ISO20000 certified company unit, this study initiates the system development of Knowledge Creation. First, it nominates key functions of ISO20000 standard procedures and discovers the Knowledge Creation opportunities. Second, basing on the result of mentioned interviews, the study analyzes and develops the procedures of Knowledge Creation of ISO20000. Third, combining the model of ISO20000 procedure, Nonaka and Takeuchi’s SECI model, and Nonaka and Konno’s Ba simulating concept, the study raises a model of Knowledge Creation of ISO20000. Fourth, the study analyzes and compares the Knowledge Creation opportunities between different cases. At last, consolidation different Knowledge Creation application models, helps enterprises in effective Knowledge Creation and promotes enterprises’ value. ISO20000 is an inner-out symbolic system. It focuses on representing the capability of information service quality. Knowledge Management is an outer-in symbolic system which represents the revolution of a company’s culture. It focuses on creation, sharing, grasping, screening the outer knowledge, and promotes quality standards of inner staffs. Enterprises are now facing a high competition era; the organizations have to keep knowledge eadership to ensure the eternal existence. To do so, the organizations have to create one’s knowledge, especially those compliable to organizations’ features, to promote working efficiency, to vivid the organization culture, and to enhance one’s competition. This study researches renovation opportunities by applying ISO20000 standard procedure and becomes a knowledge creation platform. Further, it develops the ISO20000 kowledge ceation model and provides enterprises the reference index of kowledge ceation.