Document (#24655)

Author

Größler, A.
Reuther, A.

Title

Notwendigkeit einer gemeinsamen Wissensbasis : eine Fallstudie mit Hilfe von Syste-Archetypen

Source

Globalisierung und Wissensorganisation: Neue Aspekte für Wissen, Wissenschaft und Informationssysteme: Proceedings der 6. Tagung der Deutschen Sektion der Internationalen Gesellschaft für Wissensorganisation Hamburg, 23.-25.9.1999. Hrsg.: H.P. Ohly, G. Rahmstorf u. A. Sigel

Imprint

Würzburg : Ergon Verlag

Year

2000

Pages

S.299-311

Series

Fortschritte in der Wissensorganisation; Bd.6

Abstract

Mit der Zunahme der Komplexität des unternehmerischen Umfelds und der internen Strukturen von Unternehmen wächst die Bedeutung, die die betriebswirtschaftliche Forschung und die unternehmerische Praxis den Themen "Wissensorganisation" und "Organisationales Lernen" beimessen. Vor diesem Hintergrund ist es angebracht, Möglichkeiten zur Unterstützung Organisationalen Lernens für die Unternehmensführung zu untersuchen und darzustellen. Im Rahmen des vorliegenden Artikels werden daher die Ergebnisse einer Untersuchung vorgestellt, welche die Autoren im Kundenservice eines Unternehmens aus der IT-Branche durchgeführt haben. Den theoretischen Rahmen bildet dabei die Arbeit Hubers, der "Knowledge Aquisition", "Information Distribution", "Information Interpretation" und "Organizational Memory" als die vier konstituierenden Elemente Organisationalen Lernens beschreibt. Das Konstrukt einer organisatorischen Wissensbasis ("Organizational Memory") erscheint dabei von besonderer Bedeutung, denn um die Ergebnisse individueller Lernprozesse der gesamten Organisation zugänglich zu machen und damit eine Organisation das in ihr vorhandene Wissen nicht permanent neu erlernen muß, bedarf es einer Struktur, die dieses Wissen konserviert und den Individuen zur Verfügung stellt. Walsh und Ungson beschreiben in ihrem Modell der "Storage Bins" den Aufbaus eines Organisationalen Gedächtnisses im Detail und identifizieren sechs Komponenten eines "Organizational Memory". Diese Komponenten manifestieren sich unter anderem in den Konstrukten "Individuen", "Unternehmenskultur" und "Strukturen". Dabei stellen insbesondere die "Individuen", also die Mitarbeiter eines Unternehmens, einen bedeutsamen Faktor hinsichtlich der Etablierung eines Organisationalen Gedächtnisses dar. Einerseits sind sie durch ihr (Fach-) Wissen und die von ihnen verinnerlichten Werte ein Teil der organisatorischen Wissensbasis, andererseits extrahieren sie aber auch Information aus dieser Wissensbasis und treffen auf dieser Grundlage wiederum Entscheidungen. Der Kundenservice des in der Untersuchung betrachteten Unternehmens unterstützt die Kunden beim Betrieb und der Wartung der eingesetzten Soft- und Hardware und läßt sich durch einen mehrstufigen Filterprozeß beschreiben. Kontinuierliches Lernen und die Weitergabe individuellen Wissens müssen daher als natürlicher Bestandteil der alltäglichen Aufgabenerfüllung integriert werden. Da Tätigkeiten, die langfristige Lernprozesse fördern, kurzfristig meist zusätzliche Belastungen und Opportunitätskosten hervorrufen, muß der langfristige Aspekt einer gemeinsamen Wissensbasis transparent gemacht und honoriert werden. Damit einher geht die Forderung nach der Vorgabe klarer Ziele und Messung der Ergebnisse individuellen und kollektiven Lemens

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