【作者】 储节旺；

【导师】 周绍森；

【作者基本信息】 南昌大学 ， 管理科学与工程， 2006， 博士

【摘要】 企业所以出现危机主要原因是存在知识不足，危机知识缺乏使企业危机意识不足，不知道危机的发展规律。危机管理无效也是因为危机管理的知识和能力欠缺，没有一定的危机管理知识和能力就无法有效应对危机。通过加强危机知识管理，可以显著提高企业应对危机的能力，避免威胁，化危为机。因此，从知识和知识管理的角度去研究危机管理，是当前危机管理的一个新趋向。但目前关于危机知识管理的研究规模小、深度不够且缺乏系统性。本文就是在已有的基础上，对危机管理和知识管理研究的一次较为全面的综合和新的拓展。本课题采取文献调查、专家调查、实地调查、统计分析、归纳推理、分析与综合、案例研究及一些数学模型等研究方法，对危机管理、知识管理的研究现状和内容进行回顾和分析，探索危机管理和知识管理之间的内在关系，进而提出基于知识管理的危机管理能力，建立了企业危机度和危机管理能力的测算指标体系，提出运用知识管理提升企业应对危机的能力。在此基础上，构建了一个较为先进的面向企业危机管理的知识管理体系模型，并对其机制和技术进行了分析。具体研究内容是：(1)危机管理和知识管理都是当前研究的热点。国外危机管理研究比较早，因而已经比较成熟，国内略迟，但进展很快。对知识管理，国内外研究都十分活跃，也基本同步，但还未形成一个系统的理论体系。随着企业内外环境的不确定性和复杂性的不断提高，危机管理和知识管理将会有更大的研究空间，并出现二者交融的现象，即有部分专家开始研究危机管理中的知识管理或知识管理中的危机管理问题。(2)企业危机是一种对企业基本目标构成威胁，要求企业必须快速反应，作出关键性决策的非常情境，它具有突发性和紧急性、威胁性和危害性、动态性和不可逆性等特征。危机是一种危险的时机，并不是“危险”加“机会”，澄清这种认识对塑造正确危机观念有重要意义。企业障碍、问题、威胁、事故和灾难存在密切关系，是危机的不同过程和表现。企业危机管理可以分为多个阶段。企业危机管理应该遵循一定的原则。(3)知识管理的内涵十分丰富，但至今没有一个统一的定义，但它对企业的发展具有十分重要的作用这一点没有受到怀疑。知识管理体系研究是知识管理研究的重要领域之一，目前已经出现了众多的模型，这些模型不仅说明了体系的构成，也揭示了知识管理体系的基本构成要素。由于对知识管理本质的理解差异，导致了对体系构成要素理解的差异。本文从基于业务流程的观点、基于知识流程的观点、基于技术角度的观点等方面对此进行了分析。这些分析是建立危机知识管理体系的基础。(4)从根本上说，企业危机大多数都是因为知识的缺乏，因为缺乏知识导致经营不善、管理不当，不能发现危机，化解危机，不能从危机中找到生存的机会。同时知识的一些特性也反映了危机管理的特征。危机管理和知识管理存在密切的关系，知识管理对危机管理具有关键作用，危机管理丰富知识管理的内涵，知识管理不善导致企业危机发生。知识管理决定了企业的核心竞争力，决定了企业的发展。危机管理决定了企业能否具有稳健性，决定了企业的存续能力。企业的管理分为日常管理、创新管理和危机管理，这三者之间是交叉关系，并同时与知识管理交叉，因此，知识管理和危机管理具有内在的逻辑联系。在此基础上，本文提出危机知识管理，明确其内涵。从而为本课题提供立论的依据。(5)企业危机度是衡量企业危机状况的一个重要指标，与此类似的警度、痛苦系数都不能反映企业危机作为一个活动周期而存在的事实．企业危机度不仅可以用来进行危机预警，而且在企业危机处理和恢复阶段仍然可以发挥作用，所以企业危机度是一个全面的指标。通过对企业危机度的测算和预测，可以较为准确预知预警、预控、处理和恢复等危机管理活动的切入点。文章具体测算了两个企业的危机度。并介绍了预测危机度的灰色预测方法及实例。(6)企业应对危机的知识管理能力包括以危机意识和知识共享为核心的企业危机文化——凝聚力、适应危机管理和知识管理的企业组织结构——整合力、知识和能力兼具的危机人才——智慧力、企业应对危机的知识资源库——解决力、企业危机知识管理制度——制度力、以IT技术为基础的知识管理技术——支持力6个要素，这些要素的不同组合，演化出各具特色的危机知识管理能力。危机管理能力的大小分为{很强、强、较强、一般、弱、很弱}6个等级予以评价，文章给出了一个运用模糊评价法评价的实例。本文提出通过知识管理提升企业危机管理能力主要的原理是：知识组合、知识外化、知识内化以及知识社会化。并指出提升危机管理能力的知识管理方法主要是激励。激励机制设计具有矛盾性的一面，关键是如何找到平衡这种矛盾的方法。(7)企业应对危机的知识管理体系构建目前研究的非常少，其中Amrit Tiwana(2004)四阶段模型框架和Wei-Tsong Wang和Salvatore Belardo(2005)模型框架等标志着这一研究的开始。本文在上述基础上建立了一个比较合理、比较全面的体系框架。该框架认为企业应对危机的知识管理体系包括知识资源系统、知识运行系统和支持保障系统。①知识资源系统包括危机管理组、危机专家组(管理组和专家组在人员上有交叉)、危机知识库以及管理这些隐性知识和显性知识的知识管理系统。②知识运行系统实质就是知识的流动系统，它是整个系统中最鲜活的部分，包括危机研究、危机准备、危机预控、危机识别与预警、危机处理、危机恢复总结、危机决策。③保障支撑系统比较多，主要有信息系统、资源系统和行动小组。在上述体系框架的基础上，进一步分析企业应对危机的知识管理运行机制问题。本文从分析“K10”知识链与“PSCA闭环”开始，分析企业危机知识的采集、组织、学习与共享、转移、应用等危机知识管理的运行机制。然后从危机意识、危机沟通、危机处理、危机诱因和危机预备等方面，评析了若干今企业实例。(8)知识管理技术和工具在危机管理过程中都是不可或缺的。它包括①基础性的技术：分词与标引技术。该技术又包括分词处理、文本表示、自动标引。②流程性技术。该技术包括危机知识的采集技术(智能代理、数据挖掘与数据仓库)、分类技术(归类和聚类)、共享技术(群件和因特网)、检索和导航技术(知识检索技术、知识导航技术、知识门户技术)、表示和推理技术。③某些技术的算法。如分词算法、文本表示算法、分类算法、推理算法。更多还原

【Abstract】 The key reason of enterprise emerging crisis is short of enough knowledge, inadequate knowledge let enterprise less crisis sense, do not know the law of crisis development. Invalid crisis management is because the knowledge and skills is inadequate. No necessary the knowledge and ability, enterprise is not able to answer crisis effectively. Strengthening crisis knowledge management can outstandingly improve enterprise competence to answer crisis and avoid of threaten. Consequently, it is a new trend to study crisis management in the perspective of knowledge or knowledge management. However, at present, the study about crisis knowledge management has small scale, not enough depth and systematicness. This paper base on existing research, and make relatively all-sided integration and new development.This paper take research methods such as literature search, expert inquisition, fact finding, statistics analyses, inductive reasoning, analysis and synthesis, and case study to retrospect and analyze the current situation and content of crisis management research and knowledge management. This paper explores the relation between crisis management and knowledge management, and put forward a concept: crisis management based knowledge management, build up an index system about crisis degree and an index system about crisis management ability. Then, the paper point out to apply knowledge management to improve enterprise’s ability to answer crisis. Based on above, this paper builds a more advanced knowledge management system model which orient to enterprise crisis management, and describes theirs mechanism and technology.This paper studies mainly as follows:(1) The crisis management and knowledge management is current research focus. Crisis management researches aboard is earlier and so more mature than at home. This research at home is little later, but develop quickly. Knowledge management research is very active both at aboard and home, and keep step with each other, but to present, it has not been a completely theoretical system. With the increasing of complexity and uncertainty of interior and exterior environment, there is a larger field of research about crisis management and knowledge management, and emergences a mingling phenomenon with each other, there are some researchers begin studying knowledge management of crisis or crisis management of knowledge. (2) Enterprise crisis is a certain extraordinary situation which threaten to enterprise’ strategic goals require enterprise making a quick response and critical decision. It takes on some representative characteristic, such as outburst, emergency, threat, harm, dynamic and irreversibility. Crisis is a dangerous turn point, not is danger and opportunity. Clarifying this recognition has an important sense to build correct crisis idea. Enterprise’ obstacle, problem, threat, accident, bale have affinity relationships are different phases. We can divide enterprises crisis management into several stages, which managed according to certain principles.(3) Knowledge management has much rich connation, but no a uniform definition. But it is no doubt that knowledge management plays a very important role to enterprise’ development. The research of knowledge management system is an important field of knowledge management research, there emerge many models, which explain their constitution and elements. The different understanding about the nature of knowledge management leads to a different understands about the consisted elements of knowledge management system. This paper analyses it from the viewpoints such as business process, knowledge process, technology etc. These’ analyses are the base to build a knowledge management system of crisis.(4) Fundamentally, the reason of enterprise crisis broke out is short of knowledge, little knowledge results in bad management and operation, make enterprise be not able to find out and eliminate crisis, and find the survival chance. Meantime, some characteristics of knowledge management show the ones of crisis management. Crisis management is close to knowledge management, knowledge management affects critically crisis management, crisis management enriches knowledge management’ meaning. Imperfect knowledge management will lead crisis management. Knowledge management determines enterprise’ core competence and further development. Crisis management decides whether enterprise have solidity and the ability of survival. The enterprise management can be divided into daily management, innovation management and crisis management. The three are overlapped, and interlaced with knowledge management at the same time, so we think knowledge management have internal logistic relation. Based the above, this paper puts forward crisis knowledge management, and explains the concept of crisis knowledge management, which provide an initial theoretical foundation for this paper.(5) Crisis degree of enterprise is an important index, other similar index as alarm degree, pain coefficient cannot describe the fact that enterprise crisis exist in a way of circle. Crisis degree of enterprise not only can be applied to alarm crisis but also play role in settling and resume stage. Therefore, Crisis degree of enterprise is a whole index. By measuring and forecasting the crisis degree of enterprise, we can foresee the time point to fore-alarm, fore-control, settlement and renewing. This paper calculates the crisis degree of two companies, introduces the grey forecasting of crisis degree, and by this method calculates a company.(6) The abilities for enterprise to deal with crisis includes 6 elements:- Cohesive force: crisis culture taking crisis consciousness and knowledge sharing as core- Integrated force: organization structure adapt to crisis management and knowledge management- Intelligence force: crisis talent who have necessary both knowledge and ability- Settlement force: knowledge resource base and knowledge management system to deal with crisis- Supporting force: the knowledge management technology based on ITDifferent combination of them evolves as all kinds of distinguishing crisis management ability. This paper classify the crisis management ability into 6 different degree as strongest, stronger, strong, less strong, weak, weakest. This paper gives an example, which is evaluated by the way of fuzzy evaluation. This paper points out the general theorem, which is combination, externalization, internalization, and socialization of knowledge, to improve crisis management ability of enterprise. The main method of knowledge management to improve the crisis management ability is encouragement. The design of encouragement mechanism has a trouble, so it is critical to find a way to solve this problem.(7) At present, the research about building knowledge management system to deal with crisis is few, among them; Amrit Tiwana (2004) 4 phase’s framework model and Wei-Tsong Wang& Salvatore Belardo (2005) framework model sign the beginning of this research. This paper builds a more reasonable and complete system framework which think that knowledge management system to deal with crisis is consist of knowledge resource system, knowledge operation system and knowledge supporting system. In detail, it is- Knowledge resource system includes crisis management team, crisis expert team (the two have some overlap), crisis knowledge base and knowledge management system which manages these tacit knowledge and coded knowledge; - Knowledge operation system is in nature knowledge flow system, it is the best live part of the whole system, includes crisis research, crisis pre-control, crisis distinguishing and pre-alarm, crisis handling, crisis recovery and summing-up, and crisis decision-making;- Knowledge-supporting system has many parts, mainly informationsystem, resource system and executing team.After described the system framework, knowledge management mechanism dealing with enterprise crisis is further analyzed in this paper, it begins from analyzing "K10" knowledge chain and "PSCA" closed loop, the mechanism of gathering, organization, learning and sharing, transferring and application of enterprise crisis knowledge management. This paper describes several companies from crisis communication, settlement, incentive and preparation.(8) Knowledge management technology and instrument is necessary during the crisis management. It includes:- Basic technology: These technologies include cutting-words disposal, text expressing, and automation index.- Process technology: gathering technology (intelligence agent, data mining, and data warehouse), classifying technology (categorizing and clustering), sharing technology (groupware and Internet), retrieval and navigation technology (retrieval technology, navigation technology, and portal technology), knowledge expressing, and ration technology.-Some technological algorithm such as cutting-words algorithm, text-expressing algorithm, classifying algorithm and ration algorithm.更多还原