摘要(英) |
The main purpose of this study was to develop a prototypical knowledge management system of service quality by means of improving client-continued-project-rate of case company in Six Sigma progress, in an attempt to investigate the suitable practice and model of knowledge management of KIBS ((Knowledge Intensive Service Business) for Taiwan management consulting firm.
This kind of study is one of the action researches. The experiment field of case company was consulting firm platform. It targeted on how to trigger the favorable atmosphere feedback and positive cycle between consulting firm and consultant group. Furthermore, how to pursuit the knowledge expertise output, implement, accumulate and spread more effectiveness.
The main activities processes is Six-Sigma project through reflection-in-action and reflection-on-action in the process of developing system, the problems and dilemmas encountered by each action plan were reflected to seek for solutions and to improve the action plan. Then the target of management prototype could be implement step by step.
Searching the new manageable rule and discover from the progress of action plan and regular study. In order to provide the reference of Knowledge management implement for case study consulting firm, one of the KIBS, to promote knowledge management continuously..
The results of this study were as follows:
1) It is important to enhance willing of organization learning between consulting firm and consultant group. Through utilized mechanism of Give& Take, it is useful to improve the relationship within consultants, consulting firm and client.
2) By the earlier participating, planning involved, learning of practitioners (e.g. consultants), it was helpful to emerge the more value added and the common consensus to advance the customer satisfaction.
3) Utilized the method and tool module of Six Sigma to establish the structure of knowledge management, it is significant effectiveness possibility in management consulting firm.
4) In days to come, the paper can provide a concrete semi-practice study model for relevant action research study in knowledge management of KIBS. |
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