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知识管理方法论doc
KM（知识管理）方法论7
ECONOMICANDSOCIALCOMMISSIONFORWESTERNASIA
KNOWLEDGEMANAGEMENTMETHODOLOGY:
ANEMPIRICALAPPROACHINCORESECTORS
INESCWAMEMBERCOUNTRIES
UnitedNations
Distr.
GENERAL
E/ESCWA/ICTD/2003/9
11September2003
ORIGINAL:
ENGLISHECONOMICANDSOCIALCOMMISSIONFORWESTERNASIA
KNOWLEDGEMANAGEMENTMETHODOLOGY:
ANEMPIRICALAPPROACHINCORESECTORS
INESCWAMEMBERCOUNTRIES
UnitedNations
NewYork,2003
03-0694
CONTENTS
PageForeword（iii）
Introduction
（1）
Chapter
I.KNOWLEDGEMANAGEMENT（3）
Introduction（3）
A.
B.Theknowledgecycle（7）
enablers（11）
management
Knowledge
C.
II.KNOWLEDGEMANAGEMENTINITIATIVES（18）
practices（19）
A.
Best
B.Virtualcommunitiesofpractice（24）
Portals（28）
C.
management
support（30）
resources
Human
D.
tools（33）
ICT-based
E.
III.CASESTUDYONTHETELECOMMUNICATIONSSECTOR（37）
A.Batelcoanditsmarket（37）
B.KnowledgemanagementinitiativesatBatelco（38）
transformation（42）
Organizational
C.
D.Conclusions:
criticalsuccessfactors（43）
IV.SURVEYINTHEESCWAREGION（47）
A.
Scope（47）
results（50）
of
B.
Analysis
Conclusion（59）
C.
V.AMETHODOLOGYFORTHEIMPLEMENTATIONOFAKNOWLEDGE
MANAGEMENTSYSTEM（61）
A.Knowledgevisionandstrategy（61）
B.Knowledgearchitectureandcontent（62）
Knowledge
infrastructure（62）
C.
culture（63）
Knowledge
D.
Conclusions（63）
E.References（65）
ANNEXES
I.Glossary（67）
II.OutlineofaproposedknowledgemanagementpilotprogrammeforESCWA
membercountries（69）
e
CONTENTS（continued）
Page
LISTOFTABLES
1.Knowledgecycle,processesandactivities（7）
2.Impactofhumanresourcesprocessesonknowledgemanagement（32）
3.Resultsonleadership（organizationswithknowledgemanagementsystems）（50）
4.Resultsonculture（organizationswithknowledgemanagementsystems）（51）
5.Resultsontechnology（organizationswithknowledgemanagementsystems）（52）
6.Resultsonprocess（organizationswithknowledgemanagementsystems）（53）
7.Resultsonleadership（organizationswithoutknowledgemanagementsystems）（54）
8.Resultsonculture（organizationswithoutknowledgemanagementsystems）（55）
9.Resultsontechnology（organizationswithoutknowledgemanagementsystems）（55）
10.Resultsonprocess（organizationswithoutknowledgemanagementsystems）（56）
11.Averagesandstandarddeviationofbothgroupsbyfactors（58）
12.Rankingofquestionfactorsagainstdifferentsectors（58）
LISTOFFIGURES
I.Degreeofdevelopmentinrelationtoknowledge,1950-1998
（1）
II.Numberofinfantdeathsper1,000livebirthscomparedwithacquiredknowledge,
1900-1995
（2）
III.Relationshipbetweenenablers,processesandinitiatives（18）
IV.Knowledgemanagementinitiatives（18）
V.NumberofbestpracticesconsumersundertheICTfordevelopmenttopic
2001-2002（23）
（Development
Gateway）,
VI.NumberofcontributionsundertheICTfordevelopmenttopic（DevelopmentGateway）,2001-2002（24）
VII.TheevolutionofknowledgemanagementatBatelco（39）
VIII.Knowledgemanagementmodelusedforthesurvey（47）
IX.Distributionoforganizationswithandwithoutknowledgemanagementsystems（48）
X.Distributionoforganizationsbysectors（49）
XI.Distributionofrespondentsbyemployingdepartment（49）
LISTOFBOXES
1.CustomerknowledgeinCompaqandDell（12）
2.ExperienceatTandemcomputer（20）
3.Knowledge
initiatives（22）
sharing
4.Examplesofbestpracticeinitiativeswiththegoalofnarrowingthedigitaldivide（23）
Web-crawling（30）
5.Description
of
6.KnowledgemanagementreadinessinBahrain（37）
7.Descriptionofsectorsparticipatinginthesurvey（48）
f
Foreword
Thisstudyisintendedtocreateawarenessofknowledgeasaresourceandtheneedforknowledgemanagement.Asthetitlesuggests,theobjectiveofthisstudyistobuildamethodologyforthecreation,sharinganddisseminationofknowledgeinmembercountriesoftheEconomicandSocialCommissionforWesternAsia（ESCWA）.Itaimstofacilitatetheimplementationofknowledgemanagement,basedonthefactthatthepromotionofknowledgewithintheregionisessentialtoachievingefficiencyandcompetitivenessintheglobalarena.Thestudyconcentratesonreviewingthebenefitsofcollaborationinthedevelopmentofa“knowledgesociety”whichwillboostthesocialandeconomicpotentialsofESCWAmembercountries.
Forthepurposesofthisstudy,knowledgeisconsideredasaresourcethatcancreatewealthandenhancethequalityoflife.ManyopportunitiesexisttodayforESCWAmembercountriestoinvigoratetheirbanking,industry,telecommunicationsandotherrelevanteconomicsectorsthroughthemanagementofknowledge.Inspiteofthefactthatthesystematicleverageofknowledgeremainsachallenge,manycountriesarediscoveringthattechnologyaloneisnotsufficientandthatthecultivationofknowledgeisakeystonetoprogressive,sustainabledevelopment.
Thestudyisintendedforuseinpolicyformulationandinthedesignofspecificinterventions,includingthedesignofcurriculaandcooperativeventures,researchanddevelopmentstrategies,technologytransferpolicies,educationpolicies,incubationschemes,communitycentresandnetworkingpromotion.
Discussionsaboutknowledgemanagementhavecentered,typically,ontheprivatesector.However,thesubjectisequallyimportanttoothersocialandeconomicentities,whetherprofitornon-profitoriented.Suchentitiesincludegovernments,non-governmentalorganizations,theeducationsector,researchanddevelopmentinstitutesandregionalandinternationalinstitutions,allofwhichalsodealwithknowledge.
Thestudyconsistsoffivechapters.ChapterIexplainstheconceptualbackgroundofknowledgemanagement.ChapterIIdescribessomeofthebestpracticesinknowledgemanagementthatprovedsuccessful.ChaptersIIIandIVdealwithspecificaspectsoftheArabenvironmentthatcouldhaveapositiveornegativeinfluenceontheimplementationofknowledgemanagement.ChapterIIIpresentsacasestudy,whichreviewsindepththeknowledgemanagementinitiativeundertakenbyBatelco,amajortelecommunicationsoperatorintheESCWAregion.ChapterIVpresentsthefindingsandanalysisofaknowledge-relatedsurveyconductedintheESCWAregion.ChapterVdevelopsamethodologyforthedevelopmentofaknowledgemanagementsystem.AnnexIlistskeytermsandtheirequivalentsinArabic.AnnexIIelaboratesthismethodologyandpresentsitasaproposedknowledgemanagementpilotprogrammespecificallyadaptedforapplicationinESCWAmembercountries.
MervatTallawy
ExecutiveSecretaryofESCWA
c
升级会员 