知識基礎理論應用於專業服務廠商提升組織能耐之研究──以資訊服務業為例

HOW KNOWLEDGE-BASED THEORIES APPLY ON THE PROFESSIONAL SERVICE COMPANIES TO IMPROVE ORGANIZATIONAL CAPABILITIES - AN INFORMATION SERVICE COMPANY EXAMPLE

組織能耐為企業維持長期競爭優勢的關鍵因素。一個組織要持續提升其組織能耐，必須要在其知識基礎上不斷地累積其競爭能量，至於其具體方法為何？即是本研究欲探討之問題。本研究將知識基礎理論應用於「組織能耐」的診斷，以個案研究法對一家台灣的資訊服務業廠商進行研究，並利用深度訪談法對個案公司的利害關係人進行訪談，發展解決方案以解決經營上遇到的問題。研究結果發現，資訊服務業提升組織能耐的關鍵在於透過專案團隊的建立來發展「適用於特定領域中通用的整體解決方案」與「提供顧客全方位的資訊系統整合專業服務」，以利於與其他同業的解決方案形成差異化。並經由在發展解決方案的過程中進行「組織內知識管理與分享制度的建立」、「服務流程SOP設計」以及「提供硬體銷售」等策略的實施，以降低人員的流動率，在知識基礎上維持其競爭優勢。

Organizational capability is a key factor for a company to maintain its long -term competitive advantage. If a company wants to continuously enhance its organizational capabilities, it must continue to accumulate its competitive energy on the basis of its knowledge. But how can a company to do it, this is the goal of the study wants to explore. This research applies the knowledge-based theory to the organizational capacity diagnosis, and uses a case study method to study a Taiwanese information service company. This research used the in-depth interview method to conduct interviews with the stakeholders of the case company, and develop solutions to solve the problems encountered in the company running. The results of the study found that the key factors to improve organizational capabilities in the case company are ''developing universal solutions applicable to specific fields'' and ''providing customers with comprehensive professional services for information system integration'' through building up project teams. Then the company through the implementation of solutions such as ''establishment of knowledge management and sharing system within the organization'', ''service process SOP design'' and ''provide hardware sales'', not only reducing the turnover rate of personnel, but also enhancing its competitive advantage.