پژوهشنامه پردازش و مدیریت اطلاعات

پژوهشنامه پردازش و مدیریت اطلاعات

طراحی چارچوب مدیریت دانش مبتنی‌بر هوش مصنوعی در سازمان‏های پیچیده (مطالعه موردی: سازمان تأمین اجتماعی)

نوع مقاله : مقاله پژوهشی

نویسندگان
علی اکبر طبیبی 1
ناصر خانی 2
اکبر نبی الهی 3
بیتا یزدانی 4
1 دانشجوی دکتری مدیریت فناوری اطلاعات گرایش کسب و کار هوشمند ، گروه مدیریت، واحد نجف‌آباد،دانشگاه آزاد اسلامی،نجف آباد، اصفهان،
2 دکتری رشته مدیریت استراتژیک گرایش سیستم های اطلاعاتی ناصر خانی T گروه مدیریت، واحد نجف‌آباد،دانشگاه آزاد اسلامی، نجف آباد، اصفهان
3 دکتری علوم کامپیوتر گرایش فناوری اطلاعات گروه مهندسی کامپیوتر، واحد نجف‌آباد،دانشگاه آزاد اسلامی، نجف آباد، اصفهان
4 دکتری مدیریت گرایش منابع انسانی گروه مدیریت،واحدنجف‌آباد، دانشگاه آزاد اسلامی، نجف آباد،اصفهان،
10.22034/jipm.2025.2073417.2106
چکیده
مدیریت دانش فرایندی است که در آن دانش‌های موجود در سازمان شناسایی، جمع‌آوری، سازماندهی، ذخیره‌سازی و سرانجام، به اشتراک گذاشته می‌شود تا به بهبود فرایندهای تصمیم‌گیری، افزایش بهره‌وری و ارتقای نوآوری کمک کند. مدیریت دانش به‌عنوان یکی از مفاهیم کلیدی در عصر اطلاعات از اهمیت بسیار در بهبود عملکرد سازمان‌ها برخوردار است. یکی از ارکان کلیدی برای توسعه و پیشرفت مدیریت دانش، هوش مصنوعی است که تاکنون در بسیاری از موارد مورد توجه کافی از سوی دست‌اندرکاران و نظریه‌پردازان مدیریت دانش قرار نگرفته است. با توجه به پیچیدگی‌های سازمان‌های بزرگ و چندلایه مانند سازمان تأمین اجتماعی، مدیریت دانش نمی‌تواند تنها بر پایه رویکردهای سنتی پیش برود. ورود فناوری هوش مصنوعی به حوزه مدیریت دانش تأثیرات قابل ‏توجهی همچون افزایش کارایی و بهبود فرایندهای سازمانی داشته است. پژوهش حاضر با هدف طراحی چارچوب مدیریت دانش مبتنی‌بر هوش مصنوعی در سازمان‏های پیچیده انجام شده است. روش پژوهش کیفی است و در آن از رویکرد نظریه داده‏بنیاد استفاده شده است. جامعه آماری پژوهش مدیران و کارشناسان فناوری اطلاعات سازمان تأمین اجتماعی کشور بوده است. داده‏ها بر اساس مصاحبه نیمه‏‌ساختاریافته با 27 نفر از خبرگان حوزه مدیریت دانش و حوزه فناوری اطلاعات دانشگاهی و اجرایی و با رسیدن به اشباع نظری جمع‏آوری شده است. نمونه‏گیری به‏‌روش گلوله‌برفی و هدفمند انجام شد. تحلیل داده‏ها به شناسایی 21 مؤلفه تأثیرگذار در قالب مقوله‏های شرایط علّی و زمینه‏ای، مداخله‏گرها و راهبردها و پیامدهای مدیریت دانش مبتنی‌بر هوش مصنوعی منتهی شد. روایی و پایایی به‌روش «لینکلن و گوبا» ارزیابی و مورد تأیید قرار گرفت. یافته‏های پژوهش بر مفهوم هوشمندسازی مدیریت دانش، به‏عنوان پدیده محوری مدل تمرکز دارد. در چارچوب طراحی‏شده پژوهش، شرایط علّی با کشف شش مؤلفه (نیاز به روزآمد بودن سازمان، تبدیل دانش خام به دانش قابل اجرا، پاسخ به تقاضاهای کارکنان، کاهش هزینه‏ و جلوگیری از زیان، ناکارآمدی وضع موجود، و مشتری‏مداری)، شرایط زمینه‏ای با چهار مؤلفه (فراهم ‏بودن زیرساخت‏های لازم، سرمایه‏گذاری استراتژیک، تعالی سیستم داخلی، و بهبود مدیریت سازمان)، شرایط مداخله‏گر با دو مؤلفه (عوامل برون‏سازمانی و عوامل درون‏سازمانی)، راهبردها با پنج مؤلفه (پیاده‏سازی مدیریت ارتباط با مشتری، اجرای مدیریت استراتژیک، ایجاد انگیزش در افزایش مشارکت کارکنان، و برون‏سپاری خدمات فناورانه)، و پیامدها با چهار مؤلفه (رشد پایدار سازمان، بهبود تصویر سازمانی، رضایت ارباب رجوع (مشتری)، و بقای سازمان) مشخص شده است. کاربرد چنین چارچوبی به مدیران سازمان تأمین اجتماعی کشور کمک می‏کند بر چالش‏های موجود مدیریت دانش خود غلبه نموده و موجبات بهبود تصویر سازمان و رضایت ارباب رجوع را تأمین نمایند و به اهداف رشد سازمان و سرانجام، بقای سازمان دست پیدا کنند.
کلیدواژه‌ها
فناوری‏های هوش مصنوعی
مدیریت دانش
دانش ضمنی
سازمان‌های پیچیده
سازمان‏های دانش‏محور
سازمان تأمین اجتماعی
موضوعات

عنوان مقاله English

Designing an Artificial Intelligence-Based Knowledge Management Framework in Complex Organizations(Case Study: Social Security Organization)

نویسندگان English

aliakbar tabibi 1
naser khani 2
akbar nabiollahi 3
bita yazdani 4
1 PhD Candidate in Information Technology Management, Smart Business Orientation, Department of Management, Na.C., Islamic Azad University, Najafabad, Isfahan,
2 PhD in Strategic Management, Information Systems Orientation, Department of Management, Na.C., Islamic Azad University, Najafabad, Isfahan
3 PhD in Computer Science, Information Technology, Department of Computer Engineering, Na.C., Islamic Azad University, Najafabad, Isfahan
4 PhD in Human Resources Management, Department of Management, Na.C., Islamic Azad University, Najafabad, Isfahan
چکیده English

Knowledge management is a process in which the knowledge available in the organization is identified, collected, organized, stored, and finally shared to help improve decision-making processes, increase productivity, and promote innovation. As one of the key concepts in the information age, improving the performance of organizations is of great importance. One of the key elements for the development and advancement of knowledge management is artificial intelligence, which has not received sufficient attention from knowledge management practitioners and theorists in many cases. Given the complexities of large and multi-layered organizations such as the Social Security Organization, knowledge management cannot proceed solely based on traditional approaches. The introduction of artificial intelligence technology into the field of knowledge management has had significant effects such as increasing efficiency and improving organizational processes. The present study was conducted with the aim of designing a framework for knowledge management based on artificial intelligence in complex organizations. The research method was qualitative and used a grounded theory approach. The statistical population of the study was managers and information technology experts of the country's Social Security Organization. Data were collected based on semi-structured interviews with 27 experts in the fields of knowledge management and information technology at universities and executive level, upon reaching theoretical saturation. Sampling was carried out using a purposeful snowball method. Data analysis led to the identification of 21 influential components in the form of causal and contextual conditions, intervening factors, and strategies and consequences of knowledge management based on artificial intelligence. Validity and reliability were assessed and confirmed using the Lincoln and Guba (1985) method. The research findings focus on the concept of smart knowledge management as the central phenomenon of the model. In the designed research framework, causal conditions were identified by discovering six components: the need for the organization to be up-to-date, converting raw knowledge into actionable knowledge, responding to employee demands, reducing costs and preventing losses and inefficiency of the status quo and customer orientation; background conditions with four components: availability of necessary infrastructure, strategic investment, internal system excellence and improvement of organization management; intervening conditions with two components: external factors and internal factors; strategies with five components: implementation of customer relationship management, implementation of strategic management, creation of motivation to increase employee participation and outsourcing of technological services; and outcomes with four components: sustainable growth of the organization, improvement of organizational image, client (customer) satisfaction and survival of the organization. As a result, the application of such a framework helps managers of the country's Social Security Organization overcome existing challenges in their knowledge management and ensure improvement of the organization's image and client satisfaction and achieve the goals of organizational growth and ultimately the survival of the organization.

کلیدواژه‌ها English

Artificial Intelligence Technologies
Knowledge Management
Tacit Knowledge
Complex Organizations
Knowledge-Based Organizations
Social Security Organization
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  • تاریخ دریافت 11 مهر 1404
  • تاریخ بازنگری 21 آبان 1404
  • تاریخ پذیرش 24 آذر 1404