主要客戶管理探究知識密集服務產業工作者之數位學習成效研究——以知識分享型態、神迷經驗、人才績效構面觀點分析

The Study of Using Key Account Management to Analyze KIBS’ Workers of E-learning -- Aspects of Knowledge Sharing Type, Flow Experience and Human Research Performance

隨著知識經濟時代的來臨，經濟主體逐漸轉型為知識密集服務（Knowledge Intensive Service, KIS）的資訊範疇，就全球網絡佈局概念對本國近 期而言，未來台灣知識密集服務業的發展，主要目標乃是解決知識密集服務的「技術問題」，然長遠目的則是針對KIS的「人才問題」培植與造就作根本探究。在20％主要客戶（Key Account）能創造出企業80％利潤的觀點下，曾否思索：「企業80％的競爭優勢主要是來自於20％員工績效」之論點。有鑑於此，本研究以高科技群聚性產業（High-Tech Industrial Cluster）知識工作者為實證對 象，探討「知識分享意願」與「知識屬性」兩者間關係，進而歸納出四種「知識分享程度」型態矩陣，之後再進一步探究高科技群聚性產業知識工作者的知識分享程度高低與神迷經驗兩者問之關係，最後利用平衡計分卡之學習與成長構面來測量其人才績效，提供企業在知識密集服務產業的發展中，成功挖掘出20％之主要高績效員工，進而引領並提昇整體企業的競爭優勢。

With the coming of Knowledge Economic age, the development of the activities of Knowledge Intensive Business Service (KIBS) may be interpreted as one of the marking trends in the industrialized countries. In the future of the short-tern goal, the development of KIBS in Taiwan is to solve “Technical Problem”. On the other hand, the long-range objective is to resolve “Human Resource Problem”. The purpose of this research is discussing the knowledge workers of Hi- Tech Industrial Cluster with the Knowledge Sharing Types, the Flow, and the Human Research Performance. According to the aspect of “80% of profits are come from 20% of Key Accounts.”, we try to find out whether the 80% of competitive advantages are mainly come from the 20% of employees’ performance or not. Therefore, this research takes the knowledge workers of High- Tech Industrial Cluster as the experimental objects, discusses the relations between“knowledge sharing inclination” and “knowledge property”, and then induces four types of matrices of“knowledge sharing degree”. Furthermore, this research discusses the relations between the high or low of knowledge workers’ knowledge sharing degree and their flow experience. Eventually, we survey knowledge workers’ performance by using the Learning and Growth Perspective of the 8alanced Scorecard. We hope to provide the enterprises some suggestions about the development of KIBS, succeed to find out the 20% of mainly high performance employees, and promote the competitive advantages of the whole enterprises.