伏能士國際集團總部設在奧地利，其產品出口比例超過92%。因此，從公司長遠 的發展來看，對分佈在全世界各地的分公司進行產品知識的更新與培訓顯得至關 重要。從一些關於產品知識培訓的文獻著作以及通過從公司的學習來看，我們根 據伏能士集團的要求和需要設計出了一套產品知識培訓系統。這個系統是通過線 上交流平臺Y ammer來進行的，它系統提供總部與分公司的雙向交流對話機制， 包括線上論壇，信息反饋，對員工的激勵以及一個用來存儲信息的數據庫。另外 ，對於我們創新成果的推廣以及關於如何成功應用Y ammer軟件的建議將會在本 論文的末尾部分提到。

Fronius International, based in Austria, has an export quote of more than 92 percent. For this reason, transferring company knowledge from the headquarter to all subsidiaries worldwide is crucial to ensure the long term success of the company.
On the literature basis of knowledge transfer and organizational learning, a knowledge transfer process, according to the needs and requirements of Fronius International, is developed. A SESES-system (Stable, Easy Access, Simple, Efficient, Standardized) is created and supported by the online communication tool Yammer to offer a two-way communication including an online forum, feedback, incentives as well as a database for storing information.
These processes enable Fronius an easier, increased communication as well as time and cost savings. Due to the similarities to Social Software, the complexity of the implementation and acceptance of the employees is rather low. This suggestion of a successful implementation of Yammer is discussed, considering the concept of diffusion of innovation, at the end of this thesis.

Thesis Verification Letter ............................................................................................ i
中文摘要 ................................................................................................................... ii
English Abstract ........................................................................................................ iii
Table of Content ....................................................................................................... iv
List of Figures .......................................................................................................... vii

Introduction....................................................................................................... 1
1.1 Problem statement ............................................................................................... 2
1.2 Research question................................................................................................. 3
2 Literature Review .............................................................................................. 4
2.1 Knowledge Transfer .............................................................................................. 4
2.1.1 Definition ................................................................................................................ 4
2.1.2 Modes and Models ................................................................................................. 5
2.2 Organizational Learning ........................................................................................ 7
2.3 Knowledge and Learning ..................................................................................... 10
2.4 Corporate Social Software................................................................................... 12
2.4.1 Definition .............................................................................................................. 12
2.4.2 Fields of Application ............................................................................................. 13
2.4.3 Socializing ............................................................................................................. 13
2.4.4 Support ................................................................................................................. 13
2.4.5 Awareness creation .............................................................................................. 13
2.5 S.O.C.I.A.L. framework ........................................................................................ 14
3 Methodology ................................................................................................... 16
3.1 Primary Research ................................................................................................ 16
3.2 Secondary Research ............................................................................................ 16
3.3 Case Study Approach .......................................................................................... 17
3.4 Challenges and Limitations.................................................................................. 17
4 Case Study ....................................................................................................... 18
4.1 Company Background ......................................................................................... 18
4.1.1 Current Situation .................................................................................................. 20
4.2 Knowledge Transfer and Organizational Learning................................................ 22
4.2.1 Knowledge Transfer .............................................................................................. 22
4.2.2 Customer Feedback .............................................................................................. 24
4.2.3 Forum ................................................................................................................... 25
4.2.4 Incentives.............................................................................................................. 27
4.3 SESES-system ...................................................................................................... 29
4.4 Yammer as Corporate Social Software for Fronius International.......................... 30
4.4.1 General information ............................................................................................. 30
4.4.2 S.O.C.I.A.L framework for Yammer ....................................................................... 32
4.4.3 Usage .................................................................................................................... 33
4.4.4 Security ................................................................................................................. 34
5 Discussion ........................................................................................................ 36
5.1 Requirements and features ................................................................................. 36
5.2 Control................................................................................................................ 36
5.3 Implementation .................................................................................................. 36
6 Conclusion ....................................................................................................... 44
References .............................................................................................................. 46
Appendix................................................................................................................. 52
List of Definition of Critical Concepts in this Study ........................................................... 52

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