服務與行銷管理是在高度競爭市場中企業重視的課題，由於近年來資訊技術的發展，使得過去屬於較理想化的概念，如關係行銷、一對一行銷等，都可以獲得實現，新概念的體現就是客戶關係管理。 客戶與企業的互動模式多元且複雜，各家學者對客戶關係管理的面向觀察也不一，使得企業與軟體公司開發CRM系統功能的著眼點也不同。現今與客戶服務相關的整合、分析系統，大都著重在銷售的自動化或資料的分析，忽略了現階段企業與顧客的互動中，人員仍扮演重要的角色。基於彌補上述系統對人員支援不足的缺點，本研究提出一個基礎的應用於客戶服務的知識分享系統架構，目的是藉由知識管理理論的實踐，希望能保留企業與客戶互動過程中的服務經驗與知識，由這些訊息中可得知客戶較實際的需求，且經由企業內部知識交互作用，可激發出新的策略與構想；累積的經驗也可使新進人員較易上軌道，資訊的透通讓每位員工都能方便取得，也較能提供顧客齊一的服務。 本研究是經由文獻的探討與應對企業的實際需求，介定系統之參與者與系統操作功能，歸納提出上述知識分享系統之整體架構模型。本研究所提出之系統架構，僅是知識管理與客戶關係管理應用的一小部份，因此模型中除原知識分享系統的功能外，也加入與其他系統整合之介面。本研究後半部份是經由物件導向方法，對本研究所提出之系統架構，作模型分析與設計，所有結果均使用UML表示式與圖形呈現。最後本研究使用Java Base的系統開發工具，以信用卡服務為領域環境，建立一個本研究所提模型的雛形系統，驗證本研究之可行性。 關鍵字：知識管理、客戶關係管理、物件導向分析與設計、UML、Java / Service and market management are important works to enterprises in high competition market. Due to the great progress in information technology, service provider can use new promotion skill, for example: relationship marketing, one to one marketing. Interactive types between customers and enterprise are full of variety. Because Customer Relationship Management (CRM) isn't unique theory, CRM systems are focus on different purposes. Today, most of CRM systems were created for automatic sales, but forgot to give a proper support to people still the core of service cycle. Therefore, this thesis studied a knowledge management system how to work in customer service cycle. It gave functions for service employee support about experience sharing, strategy decision support, getting customers' knowledge, etc. Through the literature survey and the observation of enterprise operation, we first try to propose a model for knowledge sharing system applied to customer service. Next step, we used the object-oriented approach to construct detail objects for the proposed model. Finally, we developed a prototype on credit card service domain to show that how knowledge sharing could be attained in this system model. Keyword: Knowledge Management, Customer Relational Management, Object Orient Analysis & Design, UML, Java

本研究整合了多個物件導向程序與元件程序的優點，提出一個以元件式的系統開發思維為中心、使用系統化的元件再用映對，強調整合性與再用性的元件式開發程序。本研究所提出的程序以Unified Process為基礎，利用UML為塑模語言，輔以相關元件式系統的開發經驗，同時結合其他物件或元件式系統的開發方法的優點，包括：Select Perspective Process、IBM San Francisco Roadmap Process、XP等。在此程序中，明確定義出不同的開發階段，一連串的彼此相關的開發活動，以及各開發活動應該如何完成的指引原則，為元件式軟體開發提供參考；最後並以郵務先導系統的開發產出，作為此程序的實例說明。

處在消費者需求快速變動的時代裏，製造業必須即時取得銷售資訊以掌握消費趨勢，並透過生產的製程調整以因應消費者需求的變動；而快速回應(Quick Response, QR)則被視為能夠藉由資訊科技的使用，降低產業經營成本，並即時回應消費者需求，提升產業競爭優勢的利器。因此，本研究之目的乃是希望在供應鏈成員能夠攜手合作（如透過策略聯盟的方式）的前提下，藉由此製造業快速回應系統架構及模式的引進，達到資訊流垂直整合的目的，並有效地傳遞產銷資訊，使供應鏈成員能針對消費者需求擬定更好的生產及銷售策略，進而達成消費者、零售業、批發業與製造業四贏的局面。 本研究透過文獻探討的方式，提出一個滿足快速回應理念的製造業資訊系統架構，並對其功能加以說明；其次，再透過整合型物件導向系統分析方法，建構出該系統之物件模式，並描述物件間的關係；最後，再以程式語言撰寫資訊垂直整合單元的雛型系統，以驗證本研究之可行性。 本研究的貢獻在於提出一個製造業快速回應系統的架構與物件模式，使製造業可以在建構此類的系統時，有一明確可依循的參考架構，以加速該系統之建置、維護，與修改。 / In the age of rapid changes in customers' needs, the industry must get the sales information on time, and then use this information to adjust its production processes to meet the changes. Quick response systems use information technologies to reduce the operating cost, to respond the customers' needs and changes on time, and to gain the advantages in a business competition. Under the assumption that all members of the supply chain would have cooperated (for example, the members can be cooperated by strategic alliance), the purposes of this research is to develop an architecture and an object model for industrial quick response information systems. Through the usage of this architecture and this model, we hope to meet the purpose of a vertical information integration among the members in the chain; so the members can share their information, and draw up the better production and sales strategies based on the customers' needs. Hence customers, retailers, wholesalers, and manufacturers can reach the win-win situation. Through the literature survey, we first try to propose an architecture for manufacturing information systems with the concept of quick response. Secondly, we use the integrated object-oriented approach to construct an object model for the proposed architecture and to describe the relationships among the objects in the model. Finally, we develop a prototype to show that how vertical information integration can be attained in this architecture. The major contribution of this research is to raise an architecture and an object model for industrial quick response information systems. Manufacturers or manufacturing software industries can use this architecture and this model as a reference to develop their owned systems. We believe that this kind of reference could speed up the time of the system development, maintenance and modification.

近年來由於全球資訊網的盛行，造成網際網路上的資料需求量大增，資料庫管理系統與全球資訊網必須結合以滿足客戶端的資訊需求。但隨著網路異質性的增加，不同的平台、作業系統及通訊協定不斷地加入使用，不一致的問題亦隨之而來。 　　同時，物件資料庫的兩大標準，SQL3與ODMG，在許多觀念上不儘相同。因此，本研究嘗試從物件模型及查詢語言兩方面著手，以物件觀點來分析兩者的相同及相異處，提出一對應模式，並實做一個資料庫中介系統，以轉換兩種語言在語法上的差異。 / In recent years, the complexity of database systems has been enhanced under the development of client/server architecture and distributed computing systems. Usually this type of system combines different hardware, network protocols or DBMSs. 　　Because the Internet and WWW are more and more popular, many people regard "Network as a computer" or "Network as a global database." It is obvious heterogeneous databases will be connected via WWW in order to provide more information. In the meantime, new OODBMS standards, SQL3 and ODMG, are emerging. Although the two standards both support for object facilities, they are quite different in object model and query languages. Therefore, the mapping between these two standards is necessary. We propose a comparison model and develop an experimental gateway according to the model.

傳統會計與決策管理系統受限於現行財務會計報導的架構，並未儲存與財務無關，或不能以金額衡量的資訊，無法對非財務性決策提供有效的幫助。而資訊語意的差異更使得傳統會計與決策管理系統不易與企業內其他資訊系統互通，造成系統整合上的困擾，歷來不斷有學者探討會計與決策管理系統資訊模式建立之方法，以增進會計與決策管理系統資訊模式的有用性。 本研究提出會計與決策管理系統資訊模式建立之框架與方法，強調會計與決策管理系統之建構，應與企業策略發展整體考量，同時導入REA model整合企業整體資訊模式與財會專業資訊模式，並採用UML作為系統發展流程之塑模工具，編製系統發展有關文件，以利後續選擇解決方案的映對程序，確認解決方案符合使用者需求，及增進會計與決策管理系統在企業內的整合性與互通性。 / Traditional accounting and decision management information system cannot support non-financial decision making, because there is only stored financial information without non-financial information due to the current financial accounting reporting structure. The information semantic differences block interoperability between accounting and decision management information system within the organization. And it also has caused the challenge of enterprise information integration. Researchers strive to find viable information modeling process or method to help accounting and decision management information system to be constructed. This thesis presents accounting and decision management information system information modeling framework and process. The framework stresses the construction of accounting and decision management information system must connect with enterprise vision and strategy. It also adopts and expands REA model to integrate accounting information model and enterprise information model at information modeling process. UML is a high-level modeling tool to develop system processes. The goal is to provide a standard method to develop system blueprints beyond tool-specific system solutions and to apply UML modeling documents to map different system solutions and make sure the solution fit with user requirements, and improve the integration and interoperability for accounting and decision management information system design and development.