外部知識是組織的重要知識來源，然而外部知識再多再好，組織若無法有效吸收，外部知識對組織的效益仍將不彰。不同於過往研究，本研究從知識傳播鏈的觀點，分析組織取得與吸收外部知識的過程，以顧問知識為分析標的，主張顧問與內部講師共同構成顧問知識傳播鏈，顧問與內部講師兩者的知識訓練能力是否良好以及能否有效連結，影響組織對顧問知識的吸收效果。

本研究蒐集國內組織經由外部顧問的知識訓練活動取得品質管理顧問知識的資料，採用三角交叉檢視（triangulation）的作法，先深度訪談10位品管顧問講師與13位品管內部講師，蒐集與分析質化資料，之後以深度訪談分析發現並參考相關文獻，發展問卷對品管顧問講師與內部講師進行調查，共取得47份顧問講師有效樣本以及235份內部講師有效樣本。本研究最後以深度訪談與問卷調查的結果進行交叉檢驗，逐一回答本研究的研究問題。

本研究發現，品管內部講師在顧問知識傳播鏈中進行「雙重知識學習」，知識訓練能力是一種同時涉及「直接─間接能力」及「軟─硬能力」的多元能力組合，而品管內部講師的知識訓練能力整體上落後於品管顧問講師，導致此結果的原因可歸納為講師個人、學員、以及組織三種因素。顧問知識傳播鏈對組織取得與吸收顧問知識提供一整體與動態的分析，有助填補過往知識取得、組織吸收能力、組織跨界人、顧問產業、以及專家生手研究的理論或知識缺口。對組織如何有效吸收顧問知識以及顧問與顧問機構提升知識服務品質，亦具實務參考價值。

External knowledge is an important knowledge source for organizations. No matter how good external knowledge is, however, the contribution of external knowledge for organization would decrease if organizations can’t absorb the knowledge effectively. Unlike previous studies, this study applies the ‘communication chain’ perspective to investigate the process of organization’s acquisition and absorption of external knowledge. Consulting knowledge is chosen as the study subject of external knowledge. This study argues that consultant and internal lecturer constitute the communication chain of consulting knowledge. Consultants and internal lecturers’ capability of knowledge training and the capability link of knowledge training between consultants and internal lecturers will affect the effectiveness of organization’s absorption of consulting knowledge.

This study used triangulation approach to collect empirical data about how organizations acquire quality management knowledge through knowledge trainings provided by quality management (QM) consultants in Taiwan. First, this study did in-depth interviews with 10 QM consultants and 13 QM internal lecturers to collect qualitative data. Based on the data analysis of in-depth interviews and related literature, a questionnaire was developed and used to survey QM consultants and internal lecturers. A total number of 282 valid questionnaires, 47 QM consultants and 235 QM internal lecturers, were finally used to do statistical analysis. We combined and compared the findings of in-depth interviews and statistical analysis to answer research questions of this study.

The results showed that QM internal lecturers did ‘dual-knowledge learning’ in the communication chain of consulting knowledge and the capability of knowledge training was a combination of various sub-capabilities. QM internal lecturers’ capability of knowledge training, in general, was inferior to QM consultants’ capability of knowledge training. The main reasons resulting in the capability gap could be induced into three dimensions, including lecturer, trainee, and organization. The communication chain perspective provides an innovative and dynamic view to study organization’s acquisition and absorption of consulting knowledge. The findings of this study can make up theoretical or knowledge gaps existed in past studies of knowledge acquisition, absorptive capacity, organizational boundary spanner, consulting industry, and expert-novice study. In addition, the findings also provide some valuable management implications for organizations to absorb the consulting knowledge more effectively as well as for consultants or consulting firms to enhance the quality of their knowledge service.

謝 詞 i
中文摘要 ii
Abstract iii
目 錄 v
表目錄 vii
圖目錄 viii

第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究範圍 5
第三節 研究目的 7
第四節 研究流程 8
第五節 論文架構 10

第二章 文獻探討 11
第一節 知識管理程序 11
第二節 知識取得 17
第三節 組織跨界人 26
第四節 組織吸收能力 30
第五節 顧問知識傳播鏈 36
第六節 專家生手研究 42
第七節 本章小結 49

第三章 研究設計 50
第一節 研究架構 50
第二節 研究設計 51
第三節 研究對象 53
第四節 研究方法 54

第四章 資料分析 62
第一節 深度訪談分析結果 62
一、 品管顧問知識傳播鏈 62
二、 品管講師知識訓練能力 74
三、 知識訓練能力連結 96
第二節 問卷統計分析結果 101
一、 樣本資訊 101
二、 顧問講師與內部講師知識訓練能力之比較分析 105
三、 卡方檢定 109
第三節 整合分析 115
一、 品管講師知識訓練能力 115
二、 顧問講師與內部講師知識訓練能力之連結 118
三、 知識訓練能力落差的成因與改善方向 123
第四節 本章小結 129

第五章 結論與建議 133
第一節 研究發現與討論 133
第二節 研究貢獻 135
第三節 管理意涵 139
第四節 研究限制 146
第五節 後續研究建議 146

參考文獻 149
附錄一 深度訪談問題大綱 162
附錄二 品管知識訓練能力問卷題項 163
附錄三 因素分析與信度分析結果 167

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