投資人在投資決策之過程中，所分析之資料可分為財務性與非財務性資訊兩大類，然而受限於傳統財務資料格式之不一致，可能需花費額外之財力與物力來處理，甚至浪費精力於資料的重新輸入。另一方面，非財務資訊在投資決策過程中日益重要，但其龐大的資訊揭露量卻往往徒增投資人閱讀與搜尋上之不便，甚至降低了可閱讀性。 有鑑於上述兩大投資分析不便之處，本研究運用文字探勘(Text mining)技術，嘗試處理股東會年報中與企業策略相關之非財務性資訊，以協助閱讀者有效率地分析、整理這些半結構化，甚至是非結構化文字資訊。另一方面，本研究利用可延伸企業報導語言(eXtensible Business Reporting Language, XBRL)不受軟體平台限制，可於網路上自由下載流通等特性，作為財務資訊之資料來源，同時建立一種新的分析模式，透過連結機制之設計以連接非財務性與財務性資訊，並運用ROMC系統分析法與雛型系統設計法完成本企業策略分析決策支援系統，希冀能協助投資人能於短時間內瞭解並印證標的公司之產業發展與競爭策略，提升決策品質。 / There are two main data types in investment decision process: financial and non-financial. Because the inconsistent of data type in traditional financial data, investors may have more additional costs to solve this problem. In addition, non-financial data become more and more important in investment decision process, but huge amount of non-financial disclosure may reduce the readability and increase the difficulty of searching. To solve the above problems, we try to use text mining technology to handle the semi-structured or unstructured non-financial data related to business strategies in the annual reports of public companies effectively and efficiently. In addition, we use XBRL (eXtensible Business Reporting Language) to be our financial data resources because of its interoperability and re-usability. We also develop a new analytic method to link financial and non-financial data together. Finally, we use two system methodologies: R.O.M.C. and prototyping to design and build our business strategy analysis decision support system in order to help investors understand and prove strategies in companies, and improve the decision quality which they make.

高中圖書館的宗旨在配合學校教育目標，並支援、豐富與實現學校的教育計畫，為學校整體教學中所不可或缺的一部份。許多國外研究亦已證明學校圖書館與教師之合作對於學生學術成就具有正向影響力。本研究透過訪談法瞭解臺北市高中圖書館支援教學之內涵，釐清圖書館負責人對於支援教學之看法，並分析支援教學所面臨之瓶頸與成功因素，探討高中圖書館如何突破困難，提出有效支援教學之策略。 / 綜合而言，臺北市高中圖書館支援教學之內涵包括：1. 積極發展館藏資源，以滿足教師之教學需求；2.善用資訊傳播科技以支援教學；3. 為師生提供圖書館利用教育，增進其資訊素養；4.由資訊融入教育著手，為教師提供教學諮詢服務。 / 若將支援教學相關服務依教師與館員合作關係歸納為「協調」、「合作」與「協同」三個層次，臺北市高中圖書館目前多已達協調、合作層次，僅少數圖書館達協同層次。和國外圖書館相較，臺北市高中圖書館離理想的協同性支援教學（如教學諮詢、協同教學、參與課程規畫）仍有一段距離。 / 臺北市高中圖書館支援教學之困難包括：1. 升學主義依然掛帥，成為圖書館推動資訊素養教育與資訊融入教育時之障礙；2. 館員缺乏學科教學專業知能，使教學諮詢服務不易獲得教師信任；3. 現階段圖書館人力不足，資訊相關業務之負荷過重。 / 而臺北市高中圖書館支援教學服務之成功因素則在於：1. 掌握資訊科技與資訊教育政策所提供之新契機；2. 館員具備圖書館學與資訊科技專業知能；3. 校長在經費、設備與人力資源上之支持；4. 教師之高度使用需求及參與意願；5. 館員之服務熱忱更為深化支援教學服務之要素。 / 綜合文獻探討與訪談結果，高中圖書館有效支援教學之策略包括： 1. 整合圖書館之服務及學科教學活動，以提升學生學習效能；2. 以資訊融入教育為己任，進而提供教學諮詢服務；3. 建置教學知識庫，整合教學資源；4. 充份整合人力資源，提供較深入之支援教學服務；5. 爭取教師之認同，共同創造新時代之教學願景；6. 培育種子教師，透過成功經驗之激勵，逐步推動高中圖書館之轉型；7. 積極爭取校外經費與設備之補助，以豐富師生教與學之經驗；8. 加強高中圖書館從業人員之專業知能，成為深度支援教學之支柱。 / 最後，本研究為深入支援教學提出幾點建議，供相關單位參考：1. 高中圖書館應協助教師進行個人知識管理；2. 高中圖書館員應深入了解社會發展、教育趨勢與學習需求；3. 高中圖書館從業人員應保持開放心態，隨時充實專業知能；4. 高中圖書館應持續推展與評鑑支援教學相關服務；5. 教育相關單位應將資訊素養概念納入學科教學中之中。 / The school library is the center for collecting, organizing and using information resources, and is therefore an indispensable part of school teaching activities. Teachers could better choose teaching materials, develop curriculum, and evaluate programs with school librarians’ support. Library literatures show that teacher and media specialist collaboration can effectively enhance student learning. This study use in-depth interviews to investigate the the situation of teaching support in Taipei senior high schools, to analyze the difficulties encountered, to identify the successful factors, and to provide strategies of teaching support. / Findings show that (1) teaching support services provided in most cases come under the “coordination” and “cooperation” stage, according to the Pollard and Montiel-Overall taxonomy framework, and very few senior high school libraries provide “collaboration” stage services. (2) Most directors keep conservative attitude toward “collaboration” stage services. (3) The difficulties encountered in teaching support include: tight course schedule, lack of education professional librarians, and tedious work. (4) Successful teaching support factors include: policy, professions in library and information science, unique personality, administration support, and teachers’ willingness. (5) Effectively teaching support strategies include integrating library programs into curriculum, helping teachers to integrate ICT into their lessons, assisting in teachers’ personal knowledge management, making better use of human resources, building visions with teachers, creating success stories, striving for budget actively, enhancing librarians’ professional ability. / Finally, the suggestions were made: (1) Senior high school libraries should assist in teachers’ personal knowledge management. (2) Senior high school librarians should keep learning. (3) Librarians should know the education trends and learning needs. (4) Services should be delivered, evaluated, and improved persistently. (5) Educational authorities should put emphasis on information literacy in subject instructions.

「企業電子化」在網路企業時代中成了提高核心競爭力的主要關鍵。學校在全球化浪潮及少子化的衝擊下，也正處於日益競爭的教育市場中。而長久以來，一直存在IT服務品質不佳的問題， 1980年代晚期英國政府因此開發出一套全面性服務管理標準，ITIL。 　　曾有學者指出，大學生對學校經驗不滿意者共占51.4%，而其中一項「校園資訊服務」滿意度倒數第三。綜觀資訊服務管理的演進與校園e化的發展，本研究想了解使用者注重的服務有哪些，最需先改善哪些項目。 　　透過單一個案研究法，對個案學校進行資料蒐集，從分析資料中可以發現，資訊服務的提供者與使用者在滿意度上存在相當程度的落差。最後視資訊服務提供者現況並參考ITIL機制，給予資訊服務改善的建議，並適度調整服務等級，以逐步建立資訊服務整體規劃。

本研究旨在探討，基於知識翻新教學（knowledge building pedagogy）所建立的電腦支援協作學習環境，能否協助提昇學生對科學理論本質的理解。研究對象為52位修習「自然科學概論」課程的大學生。教學設計以知識翻新教學法為原則，並輔以知識論壇（Knowledge Forum）線上合作學習平台。 資料來源包括：（1）學期前後對科學理論本質理解之開放式問卷；（2）平台討論內容；（3）平台活動量(包括貼文數、回文數等數據資料等)。資料分析採用質性內容分析法及量化成對T考驗、卡方考驗等方式。 研究結果指出：(1)經由知識翻新教學，學生於學期後對科學理論本質理解產生顯著轉變。學生對科學理論本質的觀點，在期初較偏向邏輯實證主義：認為理論主要來自於對自然界的觀察、發現；或視理論為絕對客觀、正確的實驗結果；或認為理論主要是經由科學家個人所產生，並且是一種具有權威性且不可改變的存在。然而，在期末時，學生對理論本質的理解則轉變為比較建構取向的理解：認為理論是科學家或科學社群的發明，其結果受社會與人文因素等影響；或認為理論本身可以透過某些標準被評價，例如解釋力、適當性、邏輯流暢度等，因此理論能夠被不斷翻新修正。(2)學生在學習平台上進行探究活動中呈現的科學概念層次隨時間經過而不斷進步。學生在後半學期能使用更明確而具體的科學訊息、證據，對議題進行討論。(3)最後，學生對科學理論本質理解的轉變，以及其科學探究概念層次的高低，皆與其在平台活動量（如參與程度等）有正向關連。 針對上述結果，本研究提出相關討論與建議，以供現場教師或未來研究者之用。 / The aim of this study was to investigate whether students can develop a better understanding of the nature of scientific theories after engaging in a computer supported collaborative knowledge building environment. Participants were 52 undergraduate students who took a course about nature sciences. The instruction of this course was designed based on knowledge building pedagogy, using Knowledge Forum as a tool for students to construct their theories about scientific phenomena through online collaboration. Data sources included: （1） a pre-post open-ended questionnaire that investigated students’ understanding of the nature of scientific theories; （2） the content of an online forum in which students posted their ideas; （3） students’ activities in the forum, for instance, number of students’ notes contributed, or number of notes built-on to each other’s notes. Data were analyzed through both qualitative and quantitative methods. From a qualitative perspective, we used content analysis to evaluate the quality of students’ discussion; from a quantitative perspectivea, paired t-test and chi-square were used to examine students’ change of views regarding the nature of scientific theories after the course. The results showed that after a semester, students were able to develop a more constructivist-oriented view toward the nature of scientific theories. Their view shifted from a more positivist-oriented perspective to a more constructivist-oriented one. Further, the finding showed that there was significant improvement in students’ scientific inquiry as reflected in the progressively more sophisticated levels of the scientific concepts discussed online. Moreover, it was found that there was a statistically significant, positive correlation between students’ enhanced understanding of the nature of scientific theory and the intensity of students’ online activities. Additionally, the results also indicated that there was a significant, positive correlation between the depth of students’ scientific inquiry ( as reflected in the concepts inquired and discussed online) and the extent of students’ online activities. Some further suggestions and implications were also discussed in the study.

人身風險管理為個人或家庭控制身體及財務損失機會，轉移風險獲得安全保障的管理方法與流程，其中人身保險為最常使用之風險移轉及理財工具．人身保險供需雙方所面臨的問題及作業程序包括消費者的保險需求預估、保險商品選擇..等。以及保險經營者的保險行銷、核保處理、保險精算、契約保全管理、理賠處理、資金運用等，其問題解決與程序處理之效率與效益，取決於人身保險相關資料、模式及知識之有效整合與運算。 　　本研究的目的即在探討人身風險管理中供給面之保險經營者及需求面之投保消費者之間的整合作業程序與互動關係，並提出一個專家決策支援系統架構來引導人身風險管理資訊系統之建構與應用，以支援供需兩個構面的資訊與決策需求。一個利用軟體整合方法所建立的人身保險選擇原型系統，將用來作為本研究的可行性驗證。資訊之組織、呈現及交談式操作介面，則採用超媒體方法，以提昇系統的執行及使用績效。 / Persnoal risk managment is a systematic approach for designing and managingpersonal or family security plans to control the risks of health and financiallosses. Enrolling in some personal insurance program is the most popular me-thod adopted by people for risk and financial management.The decision problemsand operational processes related to both sides of providers and consumers inthe personal insurance industry include requirment analysis and productselection for the customers and marketing, underwriting, actuarial, constractadministration, claims processing, and financial investment for the insurancecompanies.To carry out these procedures and solve the target problems effici-ently and effectively require the proper integration and process of associateddata, model, and knowledge. 　　The goal of this paper is to propose an integrated process for personalrisk management while takes into account both functions and interactions ofinsurance provid ers and customers, as well as to present a conceptual expertdecision support system architecture for guiding the system design andimplementation to satisfy various informationand decision needs from bothparties. Also provided in this paper is a software integration approachfor constructing a prototyped system focusing on personal insurance policyselection. Hypermedia concept and technology is used for informationsystem performances.

資訊科技在90年代被認為是提昇企業競爭力最有效的工具，而日前在各界引起廣泛注意的國際網際網路(Internet)更是企業界眼中的新寵兒。自從1991年美國解除商業應用管制，允許企業在國際網際網路上從事商業活動後，出現在網路上的企業數目日漸增多。根據SRI International的數據顯示，在網路使用最高的三種類別：教育、商業、政府單位中，商業單位的成長率佔居首位(92%)；另外依據Internet Group最新的資料顯示(1995)，商業部門的數量己超過教育單位；列名Fortune 500的企業幾乎皆是Internet的經常使用者。究其原因，無非是使用國際網路的企業藉著國際網際網路迅速、便利、經濟及無遠弗屆等特性，使得已連線的企業與未使用國際網際網路的企業相較之下，具有相對的競爭優勢。因此Internet對於各種不同類型和規模的公司而言都是一項誘人的投資，促使著尚未使用國際網際網路的企業紛紛跟進。 　　雖然數以千計的企業現已了解網路資訊的重要性，然少有成功使用Internet獲得競爭優勢的例子。主要原因在於許多企業未能認知與Internet連線並不保證企業即可獲得成功，企業必須妥善應用Internet的資源，視Internet為一重要的策略工具，以因應變動的競爭環境及不確定的客戶需求。另外不同的產業對於Internet的應用方式必然有其差異存在，企業如何權衡自身的情境，擬定一合適的應用策略，獲取其競爭優勢，將是企業必須慎重考量的問題。 　　對於企業如何使用國際網際網路獲取競爭優勢，由於在文獻上尚未發現有學術性的著述，故本文採取描述性的研究方式(Descriptive Research)，經由文獻整理出網際網路的特性及企業競爭優勢。並研究實際的企業應用網際網路成功個案，形成命題，加以論證得出下列的結論： 　　1. Internet開放的全球連線、高速傳輸特性及多媒體通訊能力，提供企業一符合成本效益的外部通訊工具。 　　2. Internet開放的全球連線、高速傳輸以及多媒體通訊能力，有助於企業間的結盟與合作研發。 　　3. Internet開放的全球連線、高速傳輸以及多媒體通訊能力，有助於企業內部通訊。 　　4. Internet開放的全球連線及豐富的網路資源，對企業市場佔有率的提高有顯著地影響。 　　5. Internet開放的全球連線、高速傳輸以及多媒體通訊能力，可顯著減低企業銷售與行銷成本。 　　6. Internet開放的全球連線、高速傳輸以及多媒體通訊能力，有助於企業強化客戶支援與服務。 　　7. Internet開放的全球連線、高速傳輸以及多媒體通訊能力，可使企業員工的工作績效不受工作位址更動所影響。 　　8. Internet開放的全球連線及豐富的網路資源，提供企業一可獲得競爭資訊的環境掃瞄工具，而能擁有對企業競爭環境的敏銳知覺。 　　9. Internet開放的全球連線、高速傳輸以及豐富的網路資源，可使企業利用有價值的稀有資源而得到利益。

傳統的資產負債管理(Asset-Liability Management，ALM)研究大多強調數量分析方法，並未考慮資料來源的問題。然而在銀行實務上，資產負債管理人員卻必須根據現有內外部資料來釐定資產負債組合的整体政策。在決策支援系統中，模式整合的功能包含模式之組合及連結等，可用以整合數量分析模式與相關資料。本研究運用人工智慧技術來探討資產負債管理中模式整合之問題。藉此可以明瞭ALM的分析流程，以作為銀行人員訓練之參考。另一方面由於應用黑板架構發展系統，也可以提供一個有彈性的整合環境，以反應使用者需求及資料異動狀況，亦可彈性新增、刪除及修改模式整合過程中的資料結構與知識內涵，以為未來連接理論技巧與實務環境之參考。 / The computer support for Asset Liability Management (ALM) in the literature emphasizes on the mathematical analysis and does not address the data source problems. In the practical banking environment, however, ALM decisions are made based on the dynamic internal and external data changes. Therefore, an ideal ALM decision support system has to consider the integration of data sources and mathematical analysis. Traditional Decision Support Systems (DSS) rely on the expert's assistance to understand the problem and formulate or integrate appropriate models. There is a growing recognition that incorporates Artificial Intelligence techniques (Al) into the DSS can enhance the acceptance of these decision aids by management. 　　This paper intends to develop an Intelligent Decision Support System (TDSS) and addresses the model integration concept for the ALM. In the paper, model integration is defined as a series of processes from which important decision making information is inferred through automatic data model mapping and mathematical model conversion. The investigation of model integration concept helps the ALM analysis process understanding which can be useful for baaldng personnel training. On the other hand, the IDSS provides a flexible integration environment in which the system can flexibly response to the user's analysis request with the updated data situations. Since the blackboard architecture used for the system development supports the modularization structure, its inherent maintainability aLows a flexible update of the domain knowledge and data structure, and can therefore serve as a testbed to evaluate the potential integration approaches of various ALM data and mathematical models.

智慧型決策支援系統(Intellignet Decision Support Systems)的特點是可以同時處理定性和定量資料於同一個系統中，以同時執行各種知識推論及數量模式之運算。黑板架構(Blackboard Architecture)的做法是將決策支援求解過程的資料、模式和知識運用情形記錄於一共同工作區─稱之為黑板(Blackboard)，將模式及知識記錄在所謂的知識源(Knowledge Sources)中，並提供較有彈性之控制機制，應可提供較佳的解釋功能。以黑板架構為基礎的智慧型系統多應用在科學及工程方面，在管理方面卻寥寥無幾；管理問題多半屬於半結構性或非結構性，良好的解釋應為智慧型決策系統之重要功能。本研究擬就銀行業之授信審查做為本系統之專業領域知識(Domain Knowledge)，運用黑板架構中的階層化問題表現方式及模組化知識源分類之特性，建立提供完善解釋功能之智慧型授信決策支援系統。 / Incorporating artificial intelligence (AI) technique is critical to improve the functionality of decision support systems. Explanation function for consultation-based systems has been emphasized in the literature and should be considered important in developing intelligent decision support systems. Blackboard architecture can support a well-organized explanation facility due to its structurization of problem solving space, modularization of domain knowledge, and flexibility of reasoning control. Applying blackboard systems to managerial domain gets attention recently. Since most managerial consultation problems are unstructured or semi-structured, good explanation facility should be able to enhance the consultation effectiveness. The thesis investigates the potential of developing an explanation facility on the blackboard architecture using the loan evaluation as an example. During the interactive consultation process, the system can answer questions such as "What?", "Why?", "How?", and "Where?" with a friendly user interface. In terms of contribution, the inclusion of explanation facility can potentially increase the willingness and confidence of decision makers in using intelligent decision support systems. On the other hand, applying the graphic user interface to the development of explanation facility based on the blackboard architecture can make the reasoning process transparent and enhance the acceptance of this AI technique to managerial problem solving.

本研究以過去類似研究的發展經驗為基礎，參照國內企業界的特殊決策環境及決策型態，並考量行銷問題的特質，建立一套整合性行銷系統模擬架構( 以蒙特卡羅模擬法為基本架構，以行銷系統模式為核心 )，協助決策者評估╱選擇新產品上市時之最適競爭性行銷策略，以提高新產品上市後的成功率。本研究從決策者立場的角度來建構整個架構，採用「互動式漸進法」讓決策者能共同參與模式之建構，並透過「結構式詢問法」輸入資料卷協助決策者在問題答覆的過程中，將系統行為的隱性心智模式轉化成顯性數理模式，使本模擬架構能成為實用的電腦輔助工具，縮短行銷科學與行銷實務的距離。本研究在國內行銷實務及學術界中尚屬較新的嚐試， 希望能對國內企業界有實質的貢獻。本模擬架構，經簡易解析問題測試後，確認邏輯上具正確性及可行性。並以羽田公司小型轎跑車之新品牌－經典祥瑞－進行實例研究，實地瞭解羽田公司在評估╱選擇新品牌競爭性行銷策略的實務經驗，藉此細部調整系統模式及增益此架構之實用性。實例研究結果確認本模擬架構確可提供決策者完整的數量化決策資訊，作為決策者在其可容忍風險及行銷目標之考慮下，選擇最適行銷策略之決策參考。

產業的成熟與市場的飽和，使得產業的競爭變得愈來愈以成本和服務為導向，而激烈的市場競爭促使服務價格降低求存，以致物流業的服務素質及水準只能「將貨就價」，然而消費者意識的抬頭與服務科學的興起，使得服務品質的管理日益重要。因此，國際快遞物流企業要在提升服務及降低成本的驅動下，透過結合物流產業相關科技優勢與運用服務科學思維，找出顧客對產品及服務的喜好以增進服務效益，進而創新服務。 本研究以層級分析法(AHP)之操作步驟，找出對映客戶需求的四個服務品質構面及衡量構面的十二個準則，在建立一顧客喜好因素架構後，訪談某國際快遞物流前四十大客戶，以Expert Choice的整體階層不一致性判斷值(Overall Inconsistency Index, O.I.I)進行效度檢驗，通過一致性之問卷為32份。研究分析結果發現影響國際快遞物流顧客的喜好之準則，其權重依序是「誠實值得信賴」、「容易使用」及「遞送速度」，構面則以反應性及關懷性最為客戶所重視，並且從驚喜性構面發現，客戶在意的是持續性的改進與穩定的提供服務，而不喜歡沒有系統的改變與創新。在統計分析中，客戶重視程度離散度較大的有「遞送速度」及「誠實值得信賴」兩準則，顯示有特別重視此兩項因素之樣本群，而某些喜好因素間具有中度相關之關聯。 接著本研究為落實服務科學之思維與方法，將影響客戶喜好因素之架構結合決策支援系統，以決策支援系統的三個主要元件，資料庫、模式庫、對話管理提出概念設計，以重要性-績效矩陣(IPA)作為改善服務之排序參考，以及使用品質機能展開(QFD)作為在設計與創新服務的過程中納入客戶需求之方法；此外，也使用權重及客戶滿意度作為瞭解客戶對國際快遞物流服務之偏好程度及對方案之態度參考，使國際快遞物流企業能更有效率的提供滿足客戶個人偏好的服務。 / The maturity of industries and the saturation of markets make industrial competition more and more cost-oriented and service-oriented. To survive the keen market competition, the logistic industry has no choice but to reduce price, which leads to a lower level of service quality. With the uprising consumer awareness and service science, the management of service quality becomes more and more important. Driven by the need of higher service quality and lower cost, international logistic enterprises should combine relevant technical advantage and service science intellect to meet consumer demand, increase service efficiency, and innovate service. This research utilizes AHP method to create 4 service quality dimensions corresponding to customer demand and 12 criteria to measure these dimensions. After the establishment of customer preference framework, interview with 40 largest customer of a certain international logistic company and then examine the validity by the O.I.I. of Expert Choice. There are 32 questionnaires pass the consistency check. Analysis found that the weight of criteria which effect customer preference in sequence is “Integrity / trust worthiness”, “Easy to use”, and “speed of delivery”. As to dimensions, customers value “Respond” and “ Understand me” most. From the “Surprise” dimension we found customer need continuous improvement and steady service. Unsystematic changes and innovates are not preferred. In statistic analysis, “Speed of delivery” and “Integrity / trust worthiness” two dimensions have greater level of scatter on customer emphasis, which indicates there are some samples have special emphasis on these two factors and some factors have mid-level correlation. To practice the intellect and method of service science, this research combines the framework of factors that affect customer preference and decision support system. Concept designed by the 3 main part of a DSS : Database, Model base, and Dialog management, use IPA as the reference of service sequence improvement, and utilize QFD to bring in customer demand in the design and innovation of service. In addition, use weight and customer satisfaction as refer to understand international logistic service preference level and attitude toward programs. To bring more efficient and customer preference satisfied services.