| 摘要: | 知識管理是當下產業和學術界的熱門議題，知識管理使企業由傳統有形成本的競爭，轉變為由知識主導企業成敗的一種型式，被視為符合現今全球環境快速變遷時代的競爭利器。 台灣地區物流業者在面對眾多競爭對手的壓力下，紛紛轉型朝向多角化發展，不僅提供配送服務，更追求提供客戶與消費者量身訂做的客製化服務，以提高附加價值。因此，組織如何利用資訊系統進行知識之儲存和流通，讓知識有效的被組織成員運用與創造價值，為業者經營管理的一大課題。 本研究旨在於探討物流業者實施知識管理之現況，藉由調查實證分析和個案研究的方式，提供尚未導入知識管理的業者，在未來建構知識管理時能有指導方針作為參考依據。 實證分析部分，以中華民國物流協會會員為調查對象，透過假設檢定方式來探討「企業經營特性」、「知識之管理作法」對於「知識管理應用現況」之關係。實證結果顯示，「企業經營特性」、「知識之管理作法」兩大構面對於「知識管理應用現況」均有正向影響;其中，企業知識之管理作法為企業經營特性對知識管理應用現況的中介因子。 個案研究結果發現，兩家公司在推動知識管理的過程中，均講究作業效率、降低營運成本與追求服務品質等動機;並可歸納出兩家業者之關鍵成功因素皆為高階主管的重視、支持以及資訊科技系統的導入。 本研究建議業者可以建立考核、績效獎勵制度，提昇員工參與感與榮譽心;因為多數企業在推動知識管理的過程，所面臨最大的困難是員工對於知識分享的認知與配合度。因此，業者若建立一套完善的獎勵制度，應該能解決員工本位主義、吝於分享知識與經驗之問題。 Knowledge management is currently a hot topic within the industrial and academic fields. It helped transform a company’s competition of tangible costs to the competition of intangible ones, and this is seen to be indispensable in today’s rapidly changing global environment. Facing competition, logistics industry in Taiwan area began development in a multi-faceted direction, which not only includes delivery services, but also offers customers and consumers a customized service, in order to increase the value added. Thus one of the company’s biggest tasks in logistics is to supervise how an organization should use the information system for knowledge storage and circulation, so that its members can use and create value from it. This paper endeavors to discuss the current state of affairs of logistics industry in the use of knowledge management, through an analysis of evidences and case studies, to provide those distributors who have not yet adopted knowledge management with a direction for referral. For the evidence analysis part, the object of examination is Taiwan Association of Logistics Management member companies, and will confer on the relationship between “Company management features,” “Knowledge management methods,” and “Conditions of knowledge management application” through a hypothesis test. Evidence shows that “Company management features” and “Knowledge management methods” have a positive relationship on “Conditions of knowledge management application,” and company knowledge management application is a medium factor of company management features to the conditions of knowledge management methods. This case study found that two companies drive the knowledge management process by working efficiently, lowering operating costs and increasing its quality. It also can be concluded that the main success factors of the two companies are because of high-ranking executive emphasis, support and application of IT system. This study suggests that the industry can establish assessment, performance-based reward system, improving staff involvement with the honor; because the many of enterprises is advancing the process of knowledge management, the most difficult for employees to face is sharing knowledge of the cognitive and cooperation. Therefore, if the industry set up a reward system, it should be able to solve this selfishness, willing to share knowledge and experience problems. |
