問29
頻出度★★☆
X社では, 工場で長期間排水処理を担当してきた社員の経験やノウハウを文書化して蓄積することで, 日常の排水処理業務に対応するとともに, 新たな処理設備の設計に活かしている。この事例の考え方として, 適切なものはどれか。
平成27年度 春期 ITパスポート試験 問29
ストラテジ系経営戦略マネジメント › 経営管理システム
This question's explanation and your answers so far.
解説
問 29
Incorrectア
ERP (Enterprise Resource Planning) is the idea of centrally managing data from core operations such as accounting, human resources, production, sales, and inventory, and of planning and using management resources — people, goods, and money — from a company-wide optimization viewpoint, together with the integrated software package that realizes it. What it manages is business transaction data; its main aim is not to turn individuals' experience and know-how into explicit knowledge for sharing. This case contains no element of integrating core operations, so it is wrong.
Incorrectイ
SFA (Sales Force Automation) is a mechanism that makes sales activities more efficient and more visible by sharing things such as deal progress, records of contact with customers, and opportunity information. It targets the activities of the sales department and has nothing to do with the technical field of production and environmental management represented by wastewater treatment at a factory in this case. It fits only the limited context of sharing sales know-how, so it is wrong.
Incorrectウ
Supply chain management (SCM) is a method of managing the entire supply chain — from procurement of raw materials through production, logistics, and sales to the final consumer — in an integrated way that crosses company and departmental boundaries, in order to achieve overall optimization such as reduced inventory and shorter lead times. What it handles is the flow of goods and information, not the sharing of knowledge accumulated inside the company. This case stays within documenting and using knowledge inside the company's own factory, and no optimization of a supply chain appears, so it is wrong.
- エ
正解 The correct answer is エ, knowledge management. Knowledge management is a management approach in which the unverbalized knowledge that individuals hold — their experience, know-how, and intuition (tacit knowledge) — is converted into a shareable form such as documents or databases (explicit knowledge), then accumulated and used across the whole organization to strengthen competitiveness. In this case: (1) the experience and know-how of employees who have long been in charge of wastewater treatment, which is person-dependent tacit knowledge, is (2) documented and accumulated (turned into explicit knowledge), and (3) applied both to day-to-day wastewater treatment operations and to a different task, the design of new treatment facilities. This matches exactly the idea of knowledge management: converting individual knowledge into organizational knowledge and reusing it. As an effort in technical succession that prevents skills and techniques from being lost when veteran employees retire, it is also a typical example of knowledge management.
ここがポイント
- Knowledge management is a method of documenting individuals' experience and know-how (tacit knowledge), converting it into explicit knowledge, and putting it to use in the business by sharing, accumulating, and reusing it across the organization. Passing on the skills of veteran employees and removing dependence on specific individuals are its typical applications.
- Tell confusingly similar management approaches apart by asking what each one manages: ERP = company-wide management resources and core business data; SFA = sales activities and customer/deal information; SCM = the flow of goods and information from procurement to sales; knowledge management = the organization's knowledge.
用語