物業管理產業知識管理執行性及成熟度之比較

A Comparison of KM Implementation and Maturation of Property Management Industry in Taiwan

知識管理的概念已在各領域發展甚多，但其於物業管理產業的應用卻極少被探討。本研究以執行性的概念為基礎，調查知識管理在台灣物業管理產業之應用現況，瞭解產業之成熟度進行比較。首先，將David Skyrme Associates 之『知識管理評量工具』改編成問卷調查表，並參酌專家意見予以修正，據以建立問卷之信效度。其次，利用本研究知識管理評量表來調查物業管理產業知識管理的成熟度，再透過德爾菲法分析物業管理產業對知識管理之概念，推動知識管理活動之成效及推動過程的瓶頸。研究結果顯示，物業管理產業知識管理成熟度具一定水準，但對量表中的KM存在差異；依據APQC評估10家公司的知識管理成熟度，發現本國物業管理產業之標竿企業已具有良好的知識管理成熟度水準。

The concept of knowledge management (KM) has been developed in various fields, but there are extremely few studies explore the application status of the property management industry (PMI). Based on the concept of execution, the study investigates the updating condition of KM applications in Taiwan’s PMI. David Skyrme Associates’ Knowledge Management Assessment Tool is revised in accordance with expert advice to ensure its reliability and validity in terms of questionnaire. Using the proposed assessment scale, the study investigates the maturity of KM in PMI. Additionally, utilizing the Delphi method, the study analyzes the PMI, the concept of KM, KM activities in promoting the effectiveness and process what are the bottlenecks encountered, to view the survey results of the analysis. Two major findings are listed as the followings: (1) KM in the Taiwan’s PMI has a certain level of maturity, but there are differences on the scale of KM; (2) According to evaluation of 10 company’s KM maturity based APQC, we find their PMI benchmark companies already have a good KM maturity level.