面向服务供应链的知识共享机制与模型研究

客户需求的个性化和服务产品的同质化矛盾日益凸显,使得服务企业纷纷寻求更科学的服务供应链运作模式去获取竞争优势.服务供应链中的服务资源在供应链上具有多重属性,不同运作主体在服务供应链上处于不同的运作级别,因而对供应链运作流程的理解存在较大的差异性,导致服务供应链在知识管理过程中难以产生面向供应链整体的、紧密结合流程的服务运作知识.针对服务供应链资源管理的复杂性和共享知识的异构性,提出了基于网格管理的服务供应链资源与知识集成框架,旨在实现服务供应链中知识与资源要素的有机结合,并在此框架基础上提出了服务供应链知识共享模型,该模型从服务供应链的资源匹配和知识要素整合两方面提出并揭示服务供应链知识共享的关键流程和环节.

Study on Knowledge Sharing Mechanism and Model Oriented Service Supply Chain

The contradiction between personalized customer demand and homogenized service products becomes increasingly prominent,so service enterprises are seeking more scientific service supply chain operation mode to gain competitive edge.Service resources in service supply chain have multiple attribute and ifferent operation subject in service supply chain is situated the different operation levels.So the understanding about operation process of service supply chain is large difference,thus it is difficult for service supply chain to produce service operation knowledge whice is oriented the whole supply chain and combined the service process closely.With respect to the complexity of resource management and heterogeneous feature of sharing knowledge in automobile service supply chain,this paper proposed the integrated framework of resources and knowledge in service supply chain,and established of customer knowledge in service supply chain.This model has revealed the key processes and procedures of customer knowledge sharing in service supply chain from such two aspects as resource matching and knowledge element integration in service supply chain.