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1.1 © 2010 by Prentice Hall
INFORMATION SYSTEMS IN BUSINESS TODAY
Chapter 1
VIDEO CASESCase 1: UPS Global Operations with the DIAD IVCase 2: IBM, Cisco, Google: Global Warming by Computer
1.2 © 2010 by Prentice Hall
用書
1.3 © 2010 by Prentice Hall
用書
管理資訊系統 12/e Laudon
東華書局
周宣光 譯
1
1.4 © 2010 by Prentice Hall
上課方式
課本內容、補充教材 個案討論、分組報告
1.5 © 2010 by Prentice Hall
成績
期中考: 30% 期末考: 40% 平時: 上課態度與出席率 15% 個案報告 15%
1.6 © 2010 by Prentice Hall
分組報告
4 人一組 於指定時間前二天上傳 (.ppt) 各組於指定時間上台報告 20 分鐘 / 組 ( 每人皆需上台 )
1.7 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Understanding the effects of information systems on business and their relationship to globalization.
Explain why information systems are so essential in business today.
Define an information system and describe its management, organization, and technology components.
Learning Objectives
1.8 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Define complementary assets and explain how they ensure that information systems provide genuine value to an organization.
Describe the different academic disciplines used to study information systems and explain how each contributes to our understanding of them.
Explain what is meant by a sociotechnical systems perspective.
Learning Objectives (cont.)
1.9 © 2010 by Prentice Hall
資訊管理的意義 ( 謝清佳、吳琮璠 )
一 . 從「功能」剖析二 . 從「對象」剖析 三 . 從「目的」剖析四 . 從「效用」剖析
1.10 © 2010 by Prentice Hall
一 . 從「功能」剖析 ( 謝清佳、吳琮璠 )
資訊科技產品的管理 資訊科技、資訊相關人員的管理
1.11 © 2010 by Prentice Hall
(1) 資訊管理的基本概念
資訊科技產品…(設備管理)專業人員………(人事管理)
資訊管理
管理
資訊管理
管理
資訊資源
(2) 資訊管理基本概念之剖析
一 . 從「功能」剖析 ( 謝清佳、吳琮璠 )
1.12 © 2010 by Prentice Hall
設備管理 ( 謝清佳、吳琮璠 )
設備管理的工作 對應到 MIS 的工作項目設備需求規劃設備的選購設備的使用
設備的維修
電腦容量管理、網路需求規劃電腦評選使用者訓練、即時解決使用時的問題、確保資料及設備的安全軟、硬體維修
1.13 © 2010 by Prentice Hall
人事管理 ( 謝清佳、吳琮璠 )
人力管理的工作 對應到 MIS 的工作項目
人力資源需求規劃
人員的招募人員的訓練人員的工作績效評估 人員的生涯規劃
MIS 部門各種職位需多少人?
人員的招募人員的訓練各 MIS 職位的工作人員, 如何評估其工作績效?人員的生涯規劃
1.14 © 2010 by Prentice Hall
系統分析師 ( 謝清佳、吳琮璠 ) 工作範圍及所需具備的知識與技術
業務知識
軟體知識
硬體知識
評估技術
開發技術
設計技術
溝通技術
口頭報告技術 談判技術 面談技術 專案管理技術 書面溝通技術
程式設計師
開發小組
系統分析師
有關單位 2
有關單位 1
使用者....
系統技術資訊系統之生命週期
系統開發系統設計系統分析初步設計 系統實施
1.15 © 2010 by Prentice Hall
二 . 從「對象」剖析 ( 謝清佳、吳琮璠 )
資訊管理
資訊
管理
1.16 © 2010 by Prentice Hall
二 . 從「對象」剖析 ( 謝清佳、吳琮璠 )
資料(建立資料庫、編碼、建立索引、更新、查詢等)
資訊(組織、過濾、濃縮、解釋等)知識(核心專長的鑑定、獲得、開發、分
享、運用、保留、測量等 )
資訊管理
管理
1.17 © 2010 by Prentice Hall
知識 ( 謝清佳、吳琮璠 )
知識 個人用來解決問題的學識和技能即個人解決問題的能力。
組織知識 組織用來經營企業的學識和技能即經營企業的能力,而所有能力中最主要的是「核心專長」。
組織的知識管理
強調的是開發、保留和應用組織的核心專長。
1.18 © 2010 by Prentice Hall
三 . 從目的角度剖析 ( 謝清佳、吳琮璠 )
組織 A'(引用資訊技術後)組織 A
(引用資訊技術前)
資訊部門
1.19 © 2010 by Prentice Hall
四 . 從效用角度剖析 ( 謝清佳、吳琮璠 )
一 . 達成專屬優勢二 . 利用 IT 基礎建設節省成本三 . 引發利潤成長四 . 資訊基礎建設的價值
1.20 © 2010 by Prentice Hall
Management Information Systems
Ponsse 公司
1.21 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Problem: How to keep in contact with the various parties of the wood production and procurement chain
Solutions: Use information systems to enhance experience. Cutting plans, maps and working instructions delivered via a dedicated e-mail system.
Ponsse provides technology to make them the most wired in all of the timber machine industry.
Demonstrates IT’s role in providing new products and services. Illustrates the benefits of utilizing networks and mobile applications
to enhance customer service, information.
Efficiency in Wood Harvesting with Information Systems
1.22 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
The Role of Information Systems in Business Today
Information Technology Capital Investment
Information technology capital investment, defined as hardware, software, and communications equipment, grew from 32 percent to 52 percent of all invested capital between 1980 and 2009.
FIGURE 1-1
1.23 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
How information systems are transforming business What’s new in management information systems
Increase in wireless technology use, Web sites Increased business use of Web 2.0 technologies Cloud computing, mobile digital platform allow more
distributed work, decision-making, and collaboration Globalization opportunities
Internet has drastically reduced costs of operating on global scale
Presents both challenges and opportunities
The Role of Information Systems in Business Today
1.24 © 2010 by Prentice Hall
Management Information Systems
資訊系統在今日企業中的角色
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資訊系統在今日企業中的角色
現今科技領域中,三種相互關聯的變化
雲端運算
線上服務軟體
行動式數位平
台
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資訊系統在今日企業中的角色 管理資訊系統的創新 – 技術的改變
雲端運算平台崛起
軟體服務( SaaS )的成長
行動數位平台的崛起
東華書局│ www.tunghua.com.tw 27
資訊系統在今日企業中的角色 管理資訊系統的創新 – 管理的改變
線上的協同合作與社群網路軟體
加速商業智慧的應用
虛擬會議的廣泛使用
東華書局│ www.tunghua.com.tw 28
資訊系統在今日企業中的角色 管理資訊系統的創新 – 組織的改變
廣泛採用 Web 2.0 的應用
無線上網的應用
共同創造商業價值
東華書局│ www.tunghua.com.tw 29
資訊系統在今日企業中的角色
企業
資訊系統
全球化
挑戰與機會
1.30 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
In the emerging, fully digital firm Significant business relationships are digitally
enabled and mediated Core business processes are accomplished through
digital networks Key corporate assets are managed digitally
Digital firms offer greater flexibility in organization and management Time shifting, space shifting
The Role of Information Systems in Business Today
1.31 © 2010 by Prentice Hall
Management Information Systems
Read the Interactive Session and discuss the following questions
CHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
• What are the advantages of using mobile handheld devices? What are the disadvantages?
• What features are needed in a mobile to make it a business solution?
• What business functions can be performed by using handhelds alone? How have other companies utilized handhelds?
The Role of Information Systems in Business Today
MIS IN YOUR POCKET
1.32 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Growing interdependence between ability to use information technology and ability to implement corporate strategies and achieve corporate goals
Business firms invest heavily in information systems to achieve six strategic business objectives:
1. Operational excellence2. New products, services, and business models3. Customer and supplier intimacy4. Improved decision making5. Competitive advantage6. Survival
The Role of Information Systems in Business Today
1.33 © 2010 by Prentice Hall
Management Information Systems
組織與資訊系統的相互依賴
策略、法規與企業流程的改變,增加對硬體、軟體、資料庫與網路通訊改變的需求。組織想要做的事將取決於資訊系統是否可以這樣做。
1.34 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Operational excellence: Improvement of efficiency to attain higher
profitability Information systems, technology an
important tool in achieving greater efficiency and productivity
Walmart’s RetailLink system links suppliers to stores for superior replenishment system
The Role of Information Systems in Business Today
1.35 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
New products, services, and business models: Business model: describes how company
produces, delivers, and sells product or service to create wealth
Information systems and technology a major enabling tool for new products, services, business models Examples: Apple’s iPod, iTunes, iPhone, iPad,
Google’s Android OS, and Netflix
The Role of Information Systems in Business Today
1.36 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Customer and supplier intimacy: Serving customers well leads to customers
returning, which raises revenues and profits Example: High-end hotels that use computers to
track customer preferences and use to monitor and customize environment
Intimacy with suppliers allows them to provide vital inputs, which lowers costs Example: J.C.Penney’s information system which
links sales records to contract manufacturer
The Role of Information Systems in Business Today
1.37 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Improved decision making Without accurate information:
Managers must use forecasts, best guesses, luck Leads to:
Overproduction, underproduction of goods and services Misallocation of resources Poor response times
Poor outcomes raise costs, lose customers Example: Verizon’s Web-based digital dashboard to
provide managers with real-time data on customer complaints, network performance, line outages, etc.
The Role of Information Systems in Business Today
1.38 © 2010 by Prentice Hall
Management Information Systems
數位儀表板 (dashboard)
1.39 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Operational excellence: Improvement of efficiency to attain higher profitability
New products, services, and business models: Enabled by technology
Customer and supplier intimacy: Serving customers raises revenues and profits Better communication with suppliers lowers costs
Improved decision making More accurate data leads to better decisions
The Role of Information Systems in Business Today
1.40 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Competitive advantage Delivering better performance
Charging less for superior products
Responding to customers and suppliers in real time
Examples: Apple, Walmart, UPS
The Role of Information Systems in Business Today
1.41 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Survival Information technologies as necessity of business May be:
Industry-level changes, e.g. Citibank’s introduction of ATMs
Governmental regulations requiring record-keeping Examples: Toxic Substances Control Act, Sarbanes-
Oxley Act
The Role of Information Systems in Business Today
1.42 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Information system: Set of interrelated components Collect, process, store, and distribute information Support decision making, coordination, and control
Information vs. data Data are streams of raw facts Information is data shaped into meaningful form
Perspectives on Information Systems
1.43 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Perspectives on Information Systems
Data and Information
Raw data from a supermarket checkout counter can be processed and organized to produce meaningful information, such as the total unit sales of dish detergent or the total sales revenue from dish detergent for a specific store or sales territory.
Figure 1.3
1.44 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Three activities of information systems produce information organizations need
1. Input: Captures raw data from organization or external environment
2. Processing: Converts raw data into meaningful form
3. Output: Transfers processed information to people or activities that use it
Perspectives on Information Systems
1.45 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Feedback: Output returned to appropriate members of
organization to help evaluate or correct input stage
Computer/Computer program vs. information system Computers and software are technical foundation
and tools, similar to the material and tools used to build a house
Perspectives on Information Systems
1.46 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Perspectives on Information SystemsFunctions of an Information System
An information system contains information about an organization and its surrounding environment. Three basic activities—input, processing, and output—produce the information organizations need. Feedback is output returned to appropriate people or activities in the organization to evaluate and refine the input. Environmental actors, such as customers, suppliers, competitors, stockholders, and regulatory agencies, interact with the organization and its information systems.Figure 1.4
1.47 © 2010 by Prentice Hall
資訊系統素養 vs. 電腦素養
InformationSystemsliteracy
對於系統的管理、組織、技術層面的瞭解。
Computerliteracy 著重在資訊科技的知識。
1.48 © 2010 by Prentice Hall
管理資訊系統
著重在達成廣泛的資訊系統素養。 處理管理者和員工所使用的資訊系統,在系統
的發展、使用與衝擊方面相關的行為及技術問題。
1.49 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Perspectives on Information SystemsInformation Systems Are More Than Computers
Using information systems effectively requires an understanding of the organization, management, and information technology shaping the systems. An information system creates value for the firm as an organizational and management solution to challenges posed by the environment.Figure 1.5
1.50 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Organizational dimension of information systems Hierarchy of authority, responsibility
Senior management Middle management Operational management Knowledge workers Data workers Production or service workers
Perspectives on Information Systems
1.51 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Perspectives on Information Systems
Levels in a Firm
Business organizations are hierarchies consisting of three principal levels: senior management, middle management, and operational management. Information systems serve each of these levels. Scientists and knowledge workers often work with middle management.
Figure 1.6
1.52 © 2010 by Prentice Hall
Management Information Systems
知識工作者、資料工作者、生產或服務工作者
知識工作者 •設計產品或服務為公司創造新知,如工程師、科學家或建築師。
資料工作者 •協助公司所有層級的人員安排時間表並進行溝通協調。
生產或服務工作者
•負責實際生產產品與提供服務。
1.53 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Organizational dimension of information systems (cont.) Separation of business functions
Sales and marketing Human resources Finance and accounting Manufacturing and production
Unique business processes Unique business culture Organizational politics
Perspectives on Information Systems
1.54 © 2010 by Prentice Hall
Management Information Systems
標準作業流程 SOP(Standard Operation Procedure )
一份操作手冊或一部指導作業書 (工作內容、操作方式、圖示說明)
對於經常性或重複性工作,為使其程序一致化, 將其執行過程詳細描寫之一種書面文件 目的: 使每一項作業流程均能清楚呈現,有助於相關作 業人員對整體工作流程的掌握。
1.55 © 2010 by Prentice Hall
Standard Operating Procdure
SOP
在有限時間與資源內,為了執行複雜的日常事 務所設計的內部程序 管理學的角度 能縮短新進人員的學習時間 只要按照步驟指示就能避免失誤與疏忽
1.56 © 2010 by Prentice Hall
企業文化
組織成員所共同擁有的知覺; 共同抱持的意義體系
特質:1. 創新與冒險的程度2. 要求精細的程度3. 注重結果的程度4. 重視員工感受的程度5. 強調團隊的程度6. 要求員工積極的程度7. 強調穩定的程度
特質:1. 創新與冒險的程度2. 要求精細的程度3. 注重結果的程度4. 重視員工感受的程度5. 強調團隊的程度6. 要求員工積極的程度7. 強調穩定的程度
1.57 © 2010 by Prentice Hall
企業文化實例 Microsoft公司的創辦人 Bill Gates影響形成勤奮工作、提升創新力與品質的文化。
傳統石化產業的王永慶是屬於威權強勢、要求嚴厲、中央集權式的領導人,不斷的要求經營管理的合理化與成本的下降(王鈺, 1995 )
高科技產業的施振榮領導方式是開放、創新,讓員工充分參與,並自我學習、自我要求,以便隨時能彈性因應環境的變動(天下, 1996 )。
裕隆少主嚴凱泰以能力導向,績效第一來振興業績長久不振之裕隆(王鈺, 1995 )。
許文龍的企業共享、重視福利,讓許多優秀的人才願意留下來為奇美的明天共同努力(莊素玉, 1993 )。
趙耀東、王鍾渝的正直無私、以身作則,更讓過去屬於國營企業的中鋼,十分有效率的經營、運作(郭泰, 1992 )。
1.58 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Management dimension of information systems Managers set organizational strategy for
responding to business challenges In addition, managers must act creatively:
Creation of new products and services Occasionally re-creating the organization
Perspectives on Information Systems
1.59 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Technology dimension of information systems Computer hardware and software Data management technology Networking and telecommunications technology
Networks, the Internet, intranets and extranets, World Wide Web
IT infrastructure: provides platform that system is built on
Perspectives on Information Systems
1.60 © 2010 by Prentice Hall
Management Information Systems
Read the Interactive Session and discuss the following questions
CHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
• What are the inputs, processing, and outputs of UPS’s package tracking system?
• What technologies are used by UPS? How are these technologies related to UPS’s business strategy?
• What problems do UPS’s information systems solve? What would happen if these systems were not available?
Perspectives on Information Systems
UPS COMPETES GLOBALLY WITH INFORMATION TECHNOLOGY
1.61 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Dimensions of UPS tracking system Organizational:
Procedures for tracking packages and managing inventory and provide information
Management: Monitor service levels and costs
Technology: Handheld computers, bar-code scanners,
networks, desktop computers, etc.
Perspectives on Information Systems
1.62 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Business perspective on information systems: Information system is instrument for creating
value Investments in information technology will result
in superior returns: Productivity increases Revenue increases Superior long-term strategic positioning
Perspectives on Information Systems
1.63 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Business information value chain Raw data acquired and transformed through stages
that add value to that information Value of information system determined in part by
extent to which it leads to better decisions, greater efficiency, and higher profits
Business perspective: Calls attention to organizational and managerial
nature of information systems
Perspectives on Information Systems
1.64 © 2010 by Prentice Hall
Perspectives on Information Systems
Management Information SystemsChapter 1 Information Systems in Global Business Today
From a business perspective, information systems are part of a series of value-adding activities for acquiring, transforming, and distributing information that managers can use to improve decision making, enhance organizational performance, and, ultimately, increase firm profitability.
Figure 1-7
The Business Information Value Chain
1.65 © 2010 by Prentice Hall
Perspectives on Information Systems
Management Information SystemsChapter 1 Information Systems in Global Business Today
Although, on average, investments in information technology produce returns far above those returned by other investments, there is considerable variation across firms.
Figure 1-8
Variation in Returns on Information Technology Investment
1.66 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Investing in information technology does not guarantee good returns
Considerable variation in the returns firms receive from systems investments
Factors: Adopting the right business model Investing in complementary assets (organizational
and management capital)
Perspectives on Information Systems
1.67 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Complementary assets: Assets required to derive value from a
primary investment Firms supporting technology investments
with investment in complementary assets receive superior returns
E.g.: invest in technology and the people to make it work properly
Perspectives on Information Systems
1.68 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Complementary assets include: Organizational assets, e.g.
Appropriate business model Efficient business processes
Managerial assets, e.g. Incentives for management innovation Teamwork and collaborative work environments
Social assets, e.g. The Internet and telecommunications infrastructure Technology standards
Perspectives on Information Systems
1.69 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Contemporary Approaches to Information Systems
Contemporary Approaches to Information Systems
The study of information systems deals with issues and insights contributed from technical and behavioral disciplines.Figure 1.9
1.70 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Technical approach Emphasizes mathematically based models Computer science, management science,
operations research
Behavioral approach Behavioral issues (strategic business integration,
implementation, etc.) Psychology, economics, sociology
Contemporary Approaches to Information Systems
1.71 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Management Information Systems Combines computer science, management science,
operations research and practical orientation with behavioral issues
Four main actors Suppliers of hardware and software Business firms Managers and employees Firm’s environment (legal, social, cultural context)
Contemporary Approaches to Information Systems
1.72 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
• Approach of this book: Sociotechnical view• Optimal organizational performance
achieved by jointly optimizing both social and technical systems used in production
• Helps avoid purely technological approach
Contemporary Approaches to Information Systems
1.73 © 2010 by Prentice Hall
Management Information SystemsCHAPTER 1: INFORMATION IN BUSINESS SYSTEMS TODAY
Contemporary Approaches to Information Systems
A Sociotechnical Perspective on Information Systems
In a sociotechnical perspective, the performance of a system is optimized when both the technology and the organization mutually adjust to one another until a satisfactory fit is obtained.
Figure 1-10
1.74 © 2010 by Prentice Hall
Management Information Systems
All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means,
electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.
Printed in the United States of America.
Copyright © 2012 Pearson Education
1.75 © 2010 by Prentice Hall
資料、資訊、知識與智慧
Data Information Knowledge Wisdom
調查資料實驗資料觀察資料記錄資料次級資料資料倉儲
可書面化資訊標竿資料國際標準資訊研究報告環境資訊競爭者資訊
管理顧問資訊合作伙伴資訊公 / 工會資訊
不可書面化經驗內隱
意會型
可書面化外顯言傳型
智慧能力competence
轉換程序
整理編纂運算統計會計
轉換程序
經驗研判
心智作用應用創造分析綜合
轉換程序
學習融合創新剔除
價值判斷聯結
Source :林文修。「知識管理的運用與實務」。企業創新與知識管理研討會。 台北縣新莊市:輔仁大學企業管理學系,管理學研究所主辦,民 90年 3月 9 日。