KM(知识管理)方法论

ECONOMICANDSOCIALCOMMISSIONFORWESTERNASIAKNOWLEDGEMANAGEMENTMETHODOLOGY:ANEMPIRICALAPPROACHINCORESECTORSINESCWAMEMBERCOUNTRIESUnitedNationsDistr.GENERALE/ESCWA/ICTD/2003/911September2003ORIGINAL:ENGLISHECONOMICANDSOCIALCOMMISSIONFORWESTERNASIAKNOWLEDGEMANAGEMENTMETHODOLOGY:ANEMPIRICALAPPROACHINCORESECTORSINESCWAMEMBERCOUNTRIESUnitedNationsNewYork,200303-0694eCONTENTSPageForeword...............................................................................................................................................iiiIntroduction..........................................................................................................................................1ChapterI.KNOWLEDGEMANAGEMENT.........................................................................................3A.Introduction........................................................................................................................3B.Theknowledgecycle..........................................................................................................7C.Knowledgemanagementenablers......................................................................................11II.KNOWLEDGEMANAGEMENTINITIATIVES...............................................................18A.Bestpractices......................................................................................................................19B.Virtualcommunitiesofpractice.........................................................................................24C.Portals.................................................................................................................................28D.Humanresourcesmanagementsupport..............................................................................30E.ICT-basedtools...................................................................................................................33III.CASESTUDYONTHETELECOMMUNICATIONSSECTOR......................................37A.Batelcoanditsmarket........................................................................................................37B.KnowledgemanagementinitiativesatBatelco...................................................................38C.Organizationaltransformation............................................................................................42D.Conclusions:criticalsuccessfactors...................................................................................43IV.SURVEYINTHEESCWAREGION...................................................................................47A.Scope..................................................................................................................................47B.Analysisofresults..............................................................................................................50C.Conclusion..........................................................................................................................59V.AMETHODOLOGYFORTHEIMPLEMENTATIONOFAKNOWLEDGEMANAGEMENTSYSTEM....................................................................................................61A.Knowledgevisionandstrategy...........................................................................................61B.Knowledgearchitectureandcontent...................................................................................62C.Knowledgeinfrastructure...................................................................................................62D.Knowledgeculture..............................................................................................................63E.Conclusions........................................................................................................................63References.............................................................................................................................................65ANNEXESI.Glossary......................................................................................................................................67II.OutlineofaproposedknowledgemanagementpilotprogrammeforESCWAmembercountries.......................................................................................................................69fCONTENTS(continued)PageLISTOFTABLES1.Knowledgecycle,processesandactivities...............................................................................72.Impactofhumanresourcesprocessesonknowledgemanagement..........................................323.Resultsonleadership(organizationswithknowledgemanagementsystems)..........................504.Resultsonculture(organizationswithknowledgemanagementsystems)...............................515.Resultsontechnology(organizationswithknowledgemanagementsystems)........................526.Resultsonprocess(organizationswithknowledgemanagementsystems)..............................537.Resultsonleadership(organizationswithoutknowledgemanagementsystems).........