【作者】 冯勇；

【导师】 樊治平；

【作者基本信息】 东北大学 ， 管理科学与工程， 2007， 博士

【摘要】 知识经济时代,企业的经营和发展不再主要依赖于资本、自然资源和劳动力等传统资源,知识正成为生产力要素中最活跃最重要的部分,也是企业赢取竞争优势的关键。同时,随着计算机技术和网络技术的迅猛发展,网络正成为组织(企业)获取知识的主要来源和传播知识的主要途径。网络环境下组织的“知识管理”功能不断得到增强。但组织在开展决策和创新活动时,普遍存在组织成员的知识需求难以得到满足的情况,具体表现为：①组织虽然拥有知识,但因不了解成员的知识需求无法提供及时、准确的知识服务；②组织成员在决策和创新过程中,希望得到及时、准确的知识支持,但因搜索能力和获取途径的限制无法取得合适的知识。问题的根源不在于知识资源的匮乏,而是缺乏一条促进知识转移的渠道。知识推送的出现为问题的解决提供了一条有效途径,知识推送以及时、主动的知识服务方式加速知识转移、消除知识不对称现象、促进知识的应用与创新。知识推送平台作为全面支持知识推送功能实现的计算机软硬件系统,它在准确获取组织成员的知识需求基础上,使用先进的信息技术和知识管理方法为组织成员的决策和创新活动提供及时、准确的知识服务。知识推送平台作为从知识推送概念认识向知识推送实践应用发展过程中的关键环节,其构建过程中存在若干问题亟需解决,如：对知识推送和知识推送平台的概念尚缺乏准确界定、知识推送平台的构建尚缺少构建框架的指导、知识推送平台的构建尚缺少对构建原理的分析、知识推送平台的构建尚缺少实现方法与技术的支持、知识推送平台的构建框架、构建原理和实现方法与技术尚缺少实例的验证。本文在借鉴相关研究成果的基础上,对以上网络环境下知识推送平台构建的相关问题进行研究,研究目的和意义在于：在理论研究方面,界定知识推送和知识推送平台的概念,提出一个网络环境下知识推送平台构建框架,对网络环境下知识推送平台构建原理进行分析；在方法研究方面,对网络环境下知识推送平台构建的主要方法与技术进行了全面、深入的研究,为知识推送实践工作的开展提供方法、技术的支持；在应用研究方面,结合企业的实际背景,构建了一个知识推送平台的实例,通过实例研究不仅验证了所给构建框架、构建原理和实现方法的正确性,而且反映出知识推送平台具有的良好应用前景,这为各类组织开展知识推送实践活动提供了可借鉴的应用范例。本论文主要完成了以下6个方面的研究工作：(1)清晰界定了知识推送平台的概念。首先通过对知识、知识推送、知识管理等概念进行剖析,明晰了知识推送与信息推送、知识拉取、知识服务的区别与联系,清晰界定了知识推送平台的概念。(2)研究了网络环境下知识推送平台的构建框架和构建原理。在对相关文献综述和清晰界定知识推送平台概念的基础上,提出了一个网络环境下知识推送平台的构建框架,并依据此框架对知识推送平台的构建原理进行分析,包括：知识推送平台的模型体系、体系结构、工作机理等主要内容。对知识推送平台构建原理的研究是组织开展知识推送活动的基础,通过明晰知识推送平台构建的理论内涵,为下一步知识推送平台实现方法与技术的研究及其实践活动的开展奠定了坚实的理论基础。(3)建立了知识推送平台的知识体系。知识体系是开展知识推送平台构建的内容基础,它为知识推送平台构建的关键环节——知识需求列表的构建、知识资产地图的生成和知识的检索提供分类结构的依据。本文以此为出发点对知识推送平台的知识体系的概念、结构和构建过程进行研究。(4)给出了知识推送平台的主要实现方法与技术。在知识推送平台构建原理的指导下,遵照知识推送平台的生命周期模型和体系结构中各模块间的逻辑关联,分别对知识推送平台的关键组成部分：知识需求分析模块、知识空间管理模块、知识推送服务模块的主要实现方法与技术开展研究。各部分都是首先介绍对应模块的工作机理,在明晰模块的工作流程基础上,面向流程中的关键环节有针对性地给出相应的实现方法与技术。通过对知识推送平台主要实现方法与技术的研究,可以使组织在实施知识推送平台构建时,得到具体可行的技术、工具支持,提高了平台构建的工作效率。(5)给出了知识推送平台的评价方法和改进策略。只有对知识推送平台进行评价和改进,才能不断完善知识推送平台的性能,进而提高用户满意度。对知识推送平台的评价与改进工作包括：首先建立了知识推送平台的评价指标体系。然后,使用基于二元语义信息处理的评价方法对组织成员给出的评价信息进行分析、处理,发现知识推送平台存在的不足。最终针对知识推送平台存在的不足给出具体的改进策略。(6)开展了知识推送平台的实例研究。在知识推送平台构建原理的指导下,应用相关方法与技术,面向企业实际需求,构建了某ERP咨询公司客户服务中心知识推送平台的应用实例。该实例验证了知识推送平台构建原理的切实可行,说明了主要实现方法与技术的具体应用。实例研究为各类组织结合自身实际构建知识推送平台提供了具有指导价值和借鉴意义的范例。更多还原

【Abstract】 In knowledge economy era, enterprise’s operation and development have no longer mainly relied on traditional factors such as the capital, natural resource and labor force. Knowledge is becoming the most active and the most important part of productivity essentials, and has become the key factor for enterprises to win competition.At the same time, with the fast development of computer technology and network technology, network is becoming the main source to acquire knowledge and the main approach to transmit knowledge for organization (enterprise). The function of organizational "knowledge management" is enhanced continuously. But when organizations carry on activities of decision-making and innovation, there is a prevalent problem that organizational members’knowledge demand is not met. The above problem represents in two aspects.The first one is that organizations could not provide timely and accurate knowledge service because the demand of organizational members is not analyzed accurately, though organizations have held knowledge asset. The second one is that when organizational members carry on activities of decision-making and innovation, they want the timely and accurate knowledge service.But they could not get the proper knowledge because of the restriction of their search ability and transmission approach. The cause of the problem is not the lack of knowledge resource, but is the lack of the approach of knowledge transfer.Knowledge push is an effective solution to the above problem.Knowledge push could accelerate knowledge transfer, eliminate the phenomenon of knowledge asymmetry and promote knowledge application and innovation by the way of timely and accurate knowledge service.Knowledge push platform is a computer software and hardware system which could support the realization of knowledge push’s function.Based on the accurate analysis of organizational members’demand, it provides organizational members with timely and accurate knowledge support by the advanced information technology and knowledge management method when they carry on activities of decision-making and innovation.Knowledge push platform is a pivotal tache from the concept of knowledge push to the practice of knowledge push.There are several problems which need to be solved immediately in the course of constructing knowledge push platform, such as the lack of accurate definition of knowledge push and knowledge push platform, the lack of the guidance of construction frame, the lack of the analysis of construction principle, the lack of the support of implementation method and technology, the lack of the instance to prove the correctness of construction frame, construction principle and implementation method and technology.On the bases of some relevant research results, this dissertation studied on several problems of constructing knowledge push platform in net environment. The aim and meaning of the research include:In theory research aspect, we defined clearly the concepts of knowledge push and knowledge push platform.Then the construction frame was proposed and the construction principle was analyzed of knowledge push platform in net environment. In method research aspect, we thoroughly studied the main implementation method and technology of knowledge push platform.The research on implementation method and technology provides the practice with the support of method and technology. In application research aspect, combining the background of enterprise, we built an instance of knowledge push platform. The instance not only proves the correctness of the proposed construction frame, construction principle and implementation method, but also reflects the good application foreground of knowledge push platform. The instance research provides the support of referrible application example for various organizational comprehensive practice of knowledge push.The main work of this dissertation is in six aspects as following:(1)Defining the concept of knowledge push platform clearly. Firstly, the difference and relation between knowledge push and similar concepts, namely information push, knowledge pull, knowledge service is differentiated on the basis that the concepts of knowledge, knowledge push and knowledge management are analyzed intensively. Then the concept of knowledge push platform is defined clearly.(2) Studying the construction frame and construction principle of knowledge push platform in net environment. Firstly, based on broadly reviewing relevant literatures about knowledge push and defining the concept of knowledge push platform, an construction frame of knowledge push platform in net environment is proposed. According to the construction frame, the construction principle of knowledge push platform in net environment is analyzed including:model system, system structure, operation mechanism etc. The research on construction principle of knowledge push platform is the basis of carrying on the activities of organizational knowledge push.It provides steady theoretical basis for the research on implementation method and technology and the practice of knowledge push platform that theoretical meaning of knowledge push platform is held clearly.(3) Building the knowledge system of knowledge push platform.Knowledge system is content basis for the research on knowledge push platform.It provides the support of category structure for realizing the pivotal taches of constructing knowledge push platform, namely building knowledge demand list, building knowledge assets map and matching knowledge. This dissertation studies the concept, structure and building process of knowledge system of knowledge push platform.(4) Giving out main implementation method and technology of knowledge push platform.With the guidance of construction principle of knowledge push platform, we study the main implementation method and technology by which four composing parts of knowledge push platform including:analysis module of knowledge demand, management module of knowledge space, service module of knowledge push and evaluation/feedback module are realized according to life cycle model and the logistic relation among modules in the system structure of knowledge push platform. In each part, we firstly introduce the operation mechanism of the corresponding module. Then, based on clear analysis about the work flow of each part, the implementation method and technology by which the pivotal taches of the work flow can be realized is put forward.The research on implementation method and technology of knowledge push platform makes organization get the support of concrete and feasible method and tool when organization actualizes the construction of knowledge push platform.It promotes the efficiency of constructing knowledge push platform.(5)Putting forward the evaluation method and the modification strategy of knowledge push platform.The capability of knowledge push platform is improved and the satisfaction of customer is enhanced no other than the evaluation and modification activities of knowledge push platform are carried on.The work of evaluation and modification includes: building the evaluation index system, analyzing and processing the evaluation information given by organizational members with the evaluation method based on tow-tuple linguistic information processing, finding the shortcoming of knowledge push platform,giving out the corresponding modification strategy.(6) Studying the instance of knowledge push platform.With the guidance of the construction principle of knowledge push platform,we apply the relevant implementation methods and technologies and orient to the fact demand of enterprise to realize an instance about the customer service center’s knowledge push platform of a given ERP consultation company. The instance proves the construction principle of knowledge push platform reachable and reasonable and illuminates how to use the proposed implementation methods and technologies. It is taken as the valuable and referential example when various organizations combine the demands of themselves to build the knowledge push platform.更多还原