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1、APQCINTERNATIONALBENCHMARKINGCLEARINGHOUSEKnowledgeManagementCONSORTIUMBENCHMARKINGSTUDYBEST-PRACTICEREPORTAMERICANPRODUCTIVITY&QUALITYCENTER123NORTHPOSTOAKLANE,HOUSTON,TEXAS77024-7797•713-681-4020©1999AMERICANPRODUCTIVITY&QUALITYCENTER.ALLRIGHTSRESERVED.KNOWLE
2、DGEMANAGEMENTProjectPersonnelStudyTeamPeggyOdem,BenchmarkingServicesAmericanProductivity&QualityCenterSubjectMatterExpertCarlaO’Dell,presidentAmericanProductivity&QualityCenterContributingAuthorsCarlaO’Dell,KarlWiig,PeggyOdem,ChrisBodmer,LindaMullinixEditorSusa
3、nElliottDesignersEricHeisserer,ConnieChoateIllustratorBethMcCashMEMBERSHIPINFORMATIONForinformationabouthowtobecomeamemberoftheInternationalBenchmarkingClearinghouse,aserviceoftheAmericanProductivity&QualityCenter(APQC),andreceivepublicationsandotherbenefits,cal
4、l800-776-9676or713-681-4020orvisitourWebsiteatwww.apqc.org.COPYRIGHT©1999AmericanProductivity&QualityCenter,123NorthPostOakLane,ThirdFloor,Houston,Texas77024-7797.Thisreportcannotbereproducedortransmittedinanyformorbyanymeanselectronicormechanical,includingphot
5、ocopying,faxing,recording,orinformationstorageandretrieval.AdditionalcopiesofthisreportmaybepurchasedfromtheAPQCOrderDepartmentat800-776-9676(U.S.)or713-681-4020.Quantitydiscountsareavailable.STATEMENTOFPURPOSEThepurposeofpublishingthisreportistoprovideareferen
6、cepointforandinsightintotheprocessesandpracticesassociatedwithcertainissues.Itshouldbeusedasaneducationallearningtoolandnotasa“recipe”orstep-by-stepproceduretobecopiedorduplicatedinanyway.Thisreportmaynotrepresentcurrentorganizationalprocesses,policies,orpracti
7、cesbecausechangesmayhaveoccurredsincethecompletionofthestudy.2KnowledgeManagement•©1995,1999APQCKNOWLEDGEMANAGEMENTContentsofStudyReport4SponsorandPartnerOrganizationsAcompletelistingofthesponsororganizationsinthisstudy,aswellasthebest-practice(“partner”)organi
8、zationsthatwerebench-markedfortheirinnovationandadvancementintheuseofinformationtechnologyinfacilitiesmanagement.6ExecutiveSummaryAbird’s-eyeviewofthestudy,presentingthekeyfi
