《欧洲知识管理最佳实践指南:知识管理框架》

European Guide to good Practice in Knowledge Management -Part 1: Knowledge Management Framework

目录

Contents

前言

Foreword

介绍

Introduction

1 为什么、如何、用什么

1 What, why and how to use?

2 核心增值流程

2 Core value-adding processes

3 核心知识管理活动

3 Core knowledge activities

4 知识管理的促进因素

4 Enablers for KM

4.1 个人知识管理能力

4.1 Personal knowledge capabilities

4.1.1 目标

4.1.1 Ambition

4.1.2 技巧

4.1.2 Skills

4.1.3 行为

4.1.3 Behaviour

4.1.4 方法、工具和技术

4.1.4 Methods, Tools and Techniques

4.1.5 时间管理

4.1.5 Time Management

4.1.6 个人知识

4.1.6 Personal Knowledge

4.2 组织知识管理能力

4.2 Organizational knowledge capabilities

4.2.1 使命、愿景和战略

4.2.1 Mission, Vision & Strategy

4.2.2 文化

4.2.2 Culture

4.2.3 流程与组织

4.2.3 Process & Organization

4.2.4 评估

4.2.4 Measurement

4.2.5 技术架构

4.2.5 Technology & Infrastructure

4.2.6 知识资产

4.2.6 Knowledge Assets

5 知识管理实施和变更管理

5 KM implementation and Change Management

6 案例研究

6 Case studies

7 关键知识点

7 Key Learning Points

8 指南的由来

8 Where does this guide come from?

9 参考文献

9 References

附件A CEN/ISSS项目组计划中的工作任务分解

Annex A: Work Items as described in the CEN/ISSS Workshop Business Plan

附件B 参考书目

Annex B: Bibliography

附件C 致谢

Annex C: Acknowledgements

欧洲知识管理最佳实践指南:知识管理文化

European Guide to good Practice in Knowledge Management -Part 2: Organizational Culture

目录

Contents

前言

Foreword

介绍

Introduction

1 范围

1 Scope

2 知识管理与文化的关系

2 The relationship between Knowledge and Culture

2.1 知识管理的阻碍

2.1 Barriers to KM

2.2 传统组织与知识型组织的比较

2.2 Comparison of Traditional and Knowledge-aware organizations

3 什么是文化

3 A Description of Culture

4 个人、团体和组织

4 Individuals, groups and organizations

4.1 个人

4.1 Individuals

4.2 团体与社区

4.2 Groups and Communities

4.3 整个组织

4.3 The Whole Organization

4.4 正式与非正式的组织结构

4.4 Formal and informal organizational structures

5 信任与激励

5 Trust and motivation

5.1 价值、信仰与信任

5.1 Values, beliefs and trust

5.2 领导力

5.2 Leadership

5.3 信誉度

5.3 Credibility

5.4 激励

5.4 Motivation

6 能力、学习和思考

6 Competencies, learning and reflection

6.1 干中学

6.1 Learning through action/learning by doing

6.2 共享与创新

6.2 Sharing and creating

6.3 学习型组织

6.3 The learning organization

7 驱动知识流程的关系管理工具

7 Tools to manage relationships that drive knowledge processes

7.1 社区建设

7.1 Community building

7.2 观察与质疑

7.2 Observation and questioning

7.3 培训与指导

7.3 Coaching and mentoring

7.4 叙述

7.4 Narrative

7.5 交谈与对话

7.5 Conversation and dialogue

7.6 信息技术

7.6 Technology as an enabler

8 总结学习的关键点

8 Summary of key learning points

9 参考文献

9 References

附件A：管理变更

Annex A: Managing Change

附件B：知识管理道德管理规范示例

Annex B: Example – A Code of Ethics that underpins KM

附件C：本手册涉及的术语

Annex C: Terminology encountered in this booklet

附件D：CEN/ISSS项目组计划中的工作任务分解

Annex D: Work Items as described in the CEN/ISSS Workshop Business Plan

附件E：参考书目

Annex E: Bibliography

附件F：致谢

Annex F: Acknowledgements

欧洲知识管理最佳实践指南:中小企业的知识管理实施

European Guide to good Practice in Knowledge Management - Part 3: SME Implementation

目录

Contents

前言

Foreword

介绍

Introduction

1 范围

1 Scope

2 中小企业实施知识管理的项目计划

2 A Project Management scheme for KM implementation in Small and Medium-sized Enterprises

3 A阶段：成立知识管理项目

3 Phase A: Setting up a KM Project

3.1 简介

3.1 Introduction

3.2 流程,工具和方法

3.2 Processes, Tools and Methods

3.3 成立知识管理项目,组建项目组

3.3 Setting up a KM Project and KM Project Team

3.4 里程碑

3.4 Milestones

4 B阶段：调查评估

4 Phase B: Assessment

4.1 简介

4.1 Introduction

4.2 流程,工具和方法

4.2 Processes, Tools and Methods

4.3 里程碑

4.3 Milestones

5 C阶段：研究与开发

5 Phase C: Development

5.1 简介

5.1 Introduction

5.2 流程,工具和方法

5.2 Processes, Tools and Methods

5.3 里程碑

5.3 Milestones

6 D阶段：实施

6 Phase D: Implementation Processes

6.1 简介

6.1 Introduction

6.2 流程,工具和方法

6.2 Processes, Tools and Methods

6.2.1 行动1:考虑可用于成熟度评价的输出结果,实施过程中的需要的能力

6.2.1 Action 1: Take into account the outcome of the maturity assessment and the competencies necessary for the implementation process

6.2.2 行动2:设计内部交流计划

6.2.2 Action 2: Design of an internal communication plan

6.2.3 行动3:定义职能与职责:个人,项目组,部门

6.2.3 Action 3: Definition of functions and responsibilities: personal and team/departmental

6.2.4 行动4:制定项目计划:定义项目的阶段,任务,成本等

6.2.4 Action 4: Action plan: definition of the phases, tasks, cost estimations, etc

6.2.5 行动5:选择即将使用的和已经评估过的工具

6.2.5 Action 5: Selection of the tools to be used and that have been assessed before

6.2.6 行动6:培训与学习

6.2.6 Action 6: Training and learning

6.2.7 行动7:试点实施,反馈与改进

6.2.7 Action 7: Pilot implementation and feedback of results, progress/lack of progres

6.3 里程碑

6.3 Milestones

7 E阶段：效果评估/持续改进

7 Phase E: Evaluation/Sustainability

7.1 简介

7.1 Introduction

7.2 流程,工具和方法

7.2 Processes, Tools and Methods

7.3 里程碑

7.3 Milestones

8 案例

8 Case Stories

8.1 案例1:知识管理与工作流

8.1 Case Story 1:Knowledge Management with workflow systems

8.2 案例2:知识库与能力地图

8.2 Case Story 2:Knowledge database and competence mapping

8.3 案例3:如何有效使用个人的知识

8.3 Case Story 3:How to make efficient use of people’s knowledge

8.4 案例4:跨团队交流中的知识管理

8.4 Case Story 4:Knowledge Management in cross-team communication

8.5 案例5:中小企业的知识管理网络

8.5 Case Story 5:Knowledge Management in a SME network

8.6 案例6:面向流程的知识管理

8.6 Case Story 6:Process-oriented Knowledge Management

8.7 案例7:离职专家知识的存储

8.7 Case Story 7:Preservation of the knowledge of departing experts

8.8 案例8:视觉缺陷者的知识管理

8.8 Case Story 8:KM for visually disabled people

9 参考文献

9 References

附件A：CEN/ISSS项目组计划中的工作任务分解

Annex A: Work Items as described in the CEN/ISSS Workshop Business Plan

附件B：参考书目

Annex B: Bibliography

附件C：致谢

Annex C: Acknowledgements

附件D：案例

Annex D: Case Stories