Research on the Process and Collaboration Mechanism Construction of Knowledge Se

Abstract. Basing on propose the concept of knowledge service， this paper constructs the process model of knowledge service operating. And then the collaboration mechanism for implementing knowledge service is discussed. It is necessary for organizations recognize the importance of knowledge service and provide the good operating environment to help organizations implanting knowledge service successful.

Keywords： knowledge service； knowledge management； service process； mechanism construction

1. Introduction

With the rapid development of information technology， knowledge has become one of the most important resources for organizational competitiveness in knowledge economies. In order to create and sustain competitive advantage， organizations need acquire knowledge resource from the external environment and keep good knowledge cooperation relationship with other organizations. In other word， organizations need this kind of knowledge service provided by other cooperative organizations. Knowledge service is one of the most important issues in the knowledge management context. To provide products and services by effectively acquiring， accumulating， storing， and applying knowledge resource to satisfy customer needs is central to organizational success [1].

Basing on propose the concept of knowledge service， this paper tries to construct the process model and the collaboration mechanism to provide the necessary environment for knowledge service operating that can be used to help organizations implanting knowledge service successful. The study in this paper establishes the basic framework for continues research work， and supplies the system thoughts for theory and practice development of knowledge service process model and collaboration mechanism.

2. Knowledge Service Elements and Process

Knowledge service is a key of organizational service， it means that organizations need fully understand customer knowledge demand， and provide specialized knowledge and knowledge scheme for customers by using kinds of techniques and methods. In order to help customers to improve the ability of solving problems and quickly making rational decisions， organizations need to focus on knowledge innovation and increasing the commercial value， and design knowledge service process.

2.1. knowledge service main body

The knowledge service is the collaboration process of knowledge service activities among organizations， including knowledge sharing activity， knowledge applying activity and knowledge creating activity and so on. Knowledge service main body is the knowledge service team. In the knowledge service team， there are knowledge service providers who master certain professional knowledge and skills in specific areas and can satisfy the requirements of customer knowledge demand， including universities， research institutions， knowledge intensive service corporation （ internal project team， department or individual consultant ）， public service agency and so on. In the knowledge service team， there are also customers who need knowledge products and knowledge resource， including organizations， project teams， departments or individuals. The effectiveness of team structure and collaboration process will directly affect the efficiency of knowledge service. The knowledge service team is generally a virtual team. It is temporary， flexibility and has the explicit task.

2.2. knowledge service content

Knowledge service is the service facing the knowledge content. It is necessary to pay attention to the analysis and identification of customer needs according to the problems and issues， and provide the knowledge products and knowledge resource by information extraction and reorganization， then evaluate the quality of knowledge service. Nonaka distinguishes knowledge to tacit and explicit knowledge [2-3]. Tacit knowledge is a semi-conscious and unconscious knowledge contained in people’s mind and body [4]. The value of knowledge service is created mostly by tacit knowledge， including structural experience， intuition， Values， related information and expert knowledge content and so on. At the same time， knowledge service also provides the scheme for guiding decision making and problem solving， including planning scheme， design scheme， production scheme， and technical route scheme and so on.

2.3. knowledge service target

Knowledge service is the cooperation process for achieving a win-win situation. The target of knowledge service is to guide concept innovation and practice innovation in the field of service management， to promote the realization of knowledge application and innovation， to promote the development of knowledge service industry. Meanwhile， the best customer relationship management can be realized during the process of knowledge service operation for each knowledge service main body. Knowledge service can brings the benefits for customers obviously， such as the operation of technology research project， rapid access to market information， design the technology scheme successful， increasing the sales revenues etc.

2.4. knowledge service process

Basing on the service requirement of knowledge management， knowledge service is the process management of knowledge discovery activity， knowledge integration activity， knowledge exchange and application activity according to the specific needs and goals of customers [5]. There are three stages in the process of knowledge service， including identification and preparation stage， operation stage， feedback and evaluation stage.

2.4.1 Identification and preparation stage

It is the starting point of knowledge services activities. Basing on the analyzing， evaluating the possibility of knowledge service operation， the knowledge service main bodies， the knowledge service content， implementation target and the demanded knowledge resource will be made decision.

2.4.2 Operation stage

Knowledge service operation stage is the specific implementation process of knowledge service and will promote the service innovation and commercialization. It consists of some steps and activities. There is a certain logical relationship and time sequence. Specifically， basing on the definition of knowledge service main bodies， knowledge service content and service objectives， knowledge service operation emphasizes on the knowledge cooperation process， including knowledge classification， knowledge integration， knowledge representation， knowledge innovation and application. It is necessary for organizations to establish the knowledge classification and integrated system in order to realize classifying， clustering and identifying knowledge resource.

2.4.3 Feedback and evaluation stage

The task of knowledge service feedback and performance evaluation stage is to evaluate the progress of knowledge service implementation， the service efficiency and customer satisfaction. The benefits achieved by knowledge service main bodies and the implementation effectiveness will directly affect the enthusiasm of each organization. To a certain degree， the result will determine their willingness to participate in the next round of knowledge service practice.

3. Collaboration Mechanism Construction of

knowledge service

3.1. System collaboration mechanism

It is necessary for knowledge service team using the theory and methods of project management to coordinate and control knowledge services activities. Knowledge service team need make the plan on key problems， such as the project schedule management， risk management， knowledge team management and other key issues.

On one hand the innovation incentive mechanism should be established by knowledge service team in order to encourage any concept innovation， thinking innovation， model innovation， process innovation in kinds of knowledge field and service field. On the other hand， establishing rights safeguard system of innovation mechanism in order to maintain the related rights among knowledge service main bodies. In addition， it is necessary for knowledge service team to establish the yellow pages of knowledge service and innovation. The success or failure reason and experience can be objective analyzed and provide the reference and guide for subsequent knowledge service operation.

And then there are more revenue stability and balance if there is repeated knowledge service cooperation among organizations. In other words， knowledge service cooperation between organizations more times， organizations more incline to establish a stable， long-term knowledge service cooperation relationship [6-7].

3.2. Market collaboration mechanism

Market mechanism is the collaboration mechanism that can promote the allocation of knowledge resource by free competition and free exchange. It is the implementation form for achieving the law of value. Specifically， it refers to the mutual connection and interaction mechanism among kinds of knowledge resource cooperation factors， such as supply and demand， knowledge product price， competition and knowledge cooperation risk.

According to the market trading rules of knowledge resource and knowledge product， knowledge service main bodies need to bargain for the economic value of the measurable knowledge， and provide knowledge service including intellectual property investment， knowledge resource transfer， license， knowledge service platform construction and other transaction forms.

3.3. Social collaboration mechanism

To a certain extent， the relationship among knowledge service main bodies in team is decided by the emotion factors， including trust， cooperation culture and so on. The emotion factors can be ruled by social collaboration mechanisms.

Knowledge service team manage knowledge service activities by using kinds of social mechanisms， such as communication， trust and cooperation culture， interpersonal relationship， reputation and so on. Knowledge service team needs to actively guide the main bodies to participate in formal or informal communication， to establish the knowledge cooperation relationship.

4. Conclusions

This study first proposed the knowledge service process model based on the knowledge service connotation and elements. There are some steps and activities during the process of knowledge service implementation， including identifying， classifying， and transferring and applying knowledge resource， creating knowledge product and feedback and evaluation knowledge service performance. Then the collaboration mechanism is constructed to provide support for knowledge service implementation. It can help organizations to develop professionally knowledge service activities， operation process and collaboration mechanism arrangement， and turn them into a positive contribution to economic value added. As we know， there involves many aspects during the process of knowledge service mechanism construction and operation， Future research is required， such as the knowledge service model， risk prevention， performance evaluation and other aspects.

References

[1] Yuh Jen Chen， Yuh Min Chen， Meng Sheng Wu. Distributed product knowledge service： model and system framework [J]. The Service Industries Journal， February 2011，31（3）： 483508.

[2] I.Nonaka， N. Konno.The concept of “ba”：building a foundation for knowledge creation[J].California Management Review，1998，40（3）， pp. 1-15.