近年來，企業行銷理論從傳統的將注意力放在吸引新顧客上，轉而變成留意舊顧客的維持，如何留住舊顧客，進而從舊顧客中找出具有高價值的顧客，與他們建立長期且有獲利性的關係，則是近年來企業營運及行銷關注的焦點。 本研究使用了顧客知識管理管理來提升企業實行顧客終身價值管理之效益，並提供了顧客維持度、顧客貢獻度，顧客市場區隔三個維度來分析顧客，能更精確的指出關鍵客群，以「記憶體模組產業」作為研究對象，主要係在探討記憶體模組產業之顧客關係管理及顧客價值管理。 本研究透過次級資料收集與分析，以產業分析架構來了解DRAM模組產業現況及趨勢，並以Cambell顧客知識能力模型及SWOT 分析等策略理論將資料作歸納與整理，最後以深度訪談方式來加強或修正次級資料所得到之結論，得出適合個案公司之終端顧客之顧客知識管理作業流程及資料模型，以做為建議企業營運發展策略之參考。 最後，以資料庫結構面、企業流程面、顧客關係管理面及顧客知識管理面四個構面來歸納總結研究。導入顧客知識管理與顧客終身價值管理流程之目標，在於增進個體戶之顧客滿意度及忠誠度，進而提升整體顧客終身價值，另一方面，除了能提供更完善的顧問及技術諮詢的服務，亦能經由市場區隔之分析，使得產品銷售策略更符合市場需求。 / Recently, Business marketing theory is changed to the customer retention.It is important that find out and pay attention to key customers. Enterprises look out for to keep old customer and find out the customer with high value from the old customer.They focus on establishing long-term relation of having profitability with customers. The research used as an example of P campany in the case study.Based on the benefit of customer knowledge management and customer lifetime value,this study is mainly probed DRAM module industry’s customer ralation management and customer lifetime value .Then, it used customer’s retention degree, customer's contribution degree and market segmentation to analyse customers’ behavior. This research collected and analysed through the secondery materials and the analysis was based on industry analysis models such as Cambell’s customer knowledge ability model and the SWOT analysis model to analyze the pros and cons of DRAM industry’s trend and present situation.Then,the study strengthen or revise the conclusion by way of depth interview finally and get ideal end customer knowledge management workflow and data model of end customer ,regard it as the reference of enterprise's strategy. Above all, this sudy use four aspect such as database structue、enterprise’s workflow、CRM and CKM to summarize. The purpose of establishing the procedure of customer knowledge management and customer lifetime value is to improve the customer satisfaction and loyalty, and then emhance whole customer lifetime value.On the other hand, except to offer better services and consultation, Enterprises also can gain more revenue by market segementation and product position.

本研究的主要目的，在探討桃園縣國民小學教師知識管理、教學資訊素養與教學效能之關係。研究採問卷調查法進行，以98學年度桃園縣國民小學教師為研究對象，各校依班級數多寡，選取6至20位教師進行問卷調查，總計發出問卷601份，回收問卷556份，可用問卷547份，問卷回收率92.5%。所得資料輸入電腦，以SPSS for Windows 17.0版統計套裝軟體進行分析。採用平均數、標準差、獨立樣本t檢定、單因子變異數分析、Pearson積差相關分析、多元逐步迴歸分析等統計法加以處理，獲致如下之結論： 壹、桃園縣國民小學教師知識管理、教學資訊素養與教學效能現況皆達中上程度。 貳、桃園縣國民小學教師知識管理整體受性別、職務及最高學歷影響而有所差異；教師教學資訊素養整體受性別、年齡、職務、最高學歷及IC3資訊認證影響而有所差異；教師教學效能整體受職務及最高學歷影響而有所差異。 參、桃園縣國小教師知識管理、教學資訊素養與教學效能三者間具有顯著正相關。 肆、桃園縣國小教師知識管理各層面對教學效能的預測力，以「知識的內化與應用」為最佳預測變項。 伍、桃園縣國小教師教學資訊素養各層面對教學效能的預測力，以「應用資訊科技輔助教學活動」為最佳預測變項。 依據本研究之結論，提出以下列之建議： 陸、對國小教師之建議 一、重視自身專業知能，終身學習自我提昇 二、成立教師專業社群，建立分享對話文化 三、實施資訊融入教學，強化學生學習動機 四、建立個人知識平台，累積豐富教學資源 伍、參與專業發展評鑑，增進教師教學效能 柒、對學校及教育行政機關之建議 一、培養教師資訊能力，配套資訊檢測效能 二、擴大資訊認證範圍，提昇實質教學效能 三、補助教師資訊設備，鼓勵知識數位化管理 四、辦理知識管理研習，提昇知識管理知能 五、建立職務輪調機制，參與學校行政工作 / The purpose of this research is to explore the relationship among teachers’ knowledge management, teaching information literacy and the teaching effectiveness of the elementary schools in Taoyuan County. The research was conducted through questionnaire survey. The participants were the teachers in Taoyuan elementary schools in academic year 2010. 6 to 20 teachers were selected from each school based on the class number of the schools. 601 questionnaires were issued, and a total of 556 questionnaires were collected from all the target schools, with the rate of retrieval, 92.5%. 547 copies were valid samples. The research data acquired was processed by SPSS for Windows 17.0 version and analyzed with average mean, standard deviation, independent sample t-test, one-way ANOVA, Pearson’s product-moment correlation coefficient, and multiple regression analysis. Based on the results, the following conclusions were reached: 1. The current level of teachers’ knowledge management, teaching information literacy and the teaching effectiveness conducted by the teachers elementary schools scores “Upper-high” in performance. 2. The difference in knowledge management among conducted teachers arises from sex, position and education background. The teaching efficacy conducted by teachers differs , subject to sex, age, position, education background and IC3 certification. The teaching effectiveness conducted by teachers has difference., subject to position and education background. 3. There are significant positive correlations among teachers’ knowledge management, teaching information literacy and the teaching effectiveness. 4. “Knowledge internalization and application” plays the strongest variable to enhance the prediction of teachers’ knowledge management on teaching effectiveness. 5. “Information and technology application on teaching activity” is the best variable to strengthen the predictions of teachers’ teaching information literacy on teaching effectiveness. 6. Suggestions for teachers: (1)Value self professional knowledge. Lifelong learning contributes self improvement. (2)Establish teachers’ professional communities. Create sharing cultures for mutual dialogues. (3)Integrate information technology into teaching. Strengthen pupils’ learning motivation. (4)Set up personal knowledge platform. Accumulate fruitful teaching resources. (5)Participate in the assessment of professional development. Enhance teaching effectiveness. 7. Recommendations on school and education administration institutes (1)Cultivate teachers’ information capabilities packaging with certificate verifying system. (2)Enlarge the range of information technology certification to enhance factual teaching effectiveness. (3)Subsidize teachers’ information technology equipment. Encourage digitalized management in knowledge. (4)Hold seminars for knowledge management to improve efficiency and effectiveness. (5)Devise job rotational mechanism to take part in school administrative tasks.

本研究主要目的為根據文獻進行顧客知識管理流程的分類及定義，並且依據動態能力觀點來驗證這些流程對於顧客回應能力(顧客回應速度及顧客回應專長)和組織績效(財務績效及非財務績效)的影響。本研究也進一步驗證互動管理對於顧客知識管理流程與顧客回應能力之間關係的調節效果。經由對於台灣千大企業問卷調查所回收的資料進行分析，結果顯示，在顧客回應能力方面，顧客知識協作及產生流程將會正向影響顧客回應速度。而顧客知識分析及產生流程將會正向影響顧客回應專長。在組織績效方面，顧客回應速度只對於非財務績效具有正向影響，而顧客回應專長對於財務績效及非財務績效皆具有正向影響。本研究也進一步驗證顧客回應能力之中介效果，顧客回應速度方面，顧客回應速度具有顧客知識創造對於非財務績效之完全中介效果。顧客回應專長方面，顧客回應專長具有顧客知識分析對於財務績效之部分中介效果，以及具有顧客知識分析對於非財務績效之部分中介效果，也具有顧客知識創造對於非財務績效之完全中介效果。互動管理的調節效果，在顧客知識管理流程與顧客回應速度關係方面，互動管理負向調節顧客知識協作與顧客回應速度之關係，也正向調節顧客知識創造與顧客回應速度之關係。在顧客知識管理流程與顧客回應專長關係方面，互動管理負向調節顧客知識紀錄與顧客回應專長之關係，還有正向調節顧客知識分析與顧客回應專長間之關係。以及負向調節顧客知識協作與顧客回應專長之關係。

本論文係以設立在校園中，尤其是大學院校中以典藏原住民文物為主的博物館或陳列室為主要研究對象；換言之，經過此一原則的篩選，其對象就以國立台灣大學人類學系標本陳列室和國立政治大學民族學戲民族博物館為主。在範疇上，以深入探討兩所學校在台灣原住民族文物典藏屬性及其價值為軸線，進而專注在政治大學民族學系民族博物館典藏數位化之動機、規格、及系統建構，最後再探討數位化的社會意義。 本論文除了緒論以及結論外，一共有五個章節。分別是第一章博物館的發展概況，主要探討博物館及其相關的發展概況。而在第二節中先從政大民族博物館設立之初，亦即邊政學系建立文物陳列室時之民族學理念與其目的做系統的陳述；並針對民族博物館管理運作的理念，探討數位化典藏的動機與目標。第二章博物館的教育功能與知識管理，本章首先要說明博物館收藏文物的範疇與性質，探討民族博物館典藏文物特殊性以及其民族學價值。又因本論文主要是探討大學博物館，故內容上將與其他大學博物館所典藏之文物與原住民文物的典藏做一比較。並探討博物館的民族教育理念、民族教育意義、相關實務以及博物館的哪些資源可提供學校教育運用。最後再探討民族博物館在典藏數位化的知識管理運用。第三章台灣原住民族文物的詮釋問題是針對博物館中的原住民文物的意義內涵加以探討。從博物館傳統展示原住民文物的關注取向，到原住民文物的展示與詮釋問題。最後再進一步從民族學角度來思考、探討詮釋權的問題，亦即關於民族博物館在文物詮釋上所面臨的問題。第四章數位化標準作業程序之運用與問題分析，本章主要在探討大學博物館透過數位化標準作業程序規範所規劃出的文物數位化作業流程的差異分析。再從文物數位化典藏中所建立的後設資料需求，探討所規劃出適用於政大民族博物館文物之後設資料的民族學原則；並探討後設資料內容建入的民族誌素材與民族學考量。第五章博物館數位典藏系統及其社會意義，分析民族博物館在民族學的運用成果分析。最後探討民族博物館在文化多元呈現的基礎下，對於知識分享的社會教育的使命實踐，以及數位內容文化應用的社會意義。

銀行個人金融中，信用卡產品的競爭相當激烈，而為了吸引持卡人消費，行銷人員也設計了許多的信用卡行銷優惠。現有銀行的資訊部門為了滿足新行銷方案的設計與行銷方案優惠的判斷，採取的作法是在現有的系統上不斷的新增外掛程式，來滿足新的需求，但這樣的作法會產生許多問題，每當一個新的行銷優惠方案產生後，就必須在現有系統上新增外掛，不但可能會危及現有系統的穩定度，同時這些外掛的系統會造成系統的複雜度，增加維護與修改的困難度與成本。 本研究運用邏輯符號以及物件導向的觀念，分析行銷人員設計信用卡行銷優惠方案，提出規則模型以及事實模型。規則模型提供了一套通用的邏輯符號架構，並將邏輯的表達透過XML的標準，轉化成電腦可處理的形式；而事實模型架構出通用的事實模版架構，提供在事實與實際資料庫對應上的處理標準。並透過以規則為基礎的推論機制，建構出實際的系統，來驗證研究的可行性。希望透過本研究的規則模型以及事實模型架構，將行銷人員的知識結構化與知識儲存，達到邏輯符號的可重複使用性與可延伸性，並提供了系統未來修改與延伸的彈性與準則，改善過去新增行銷優惠方案時，就必須增加外掛系統的問題。 / Competition for credit card is sharp in personal finance of banking and financial service industry. In order to attract customer to use credit card, the marketing staff designs lots of marketing campaigns. But for information system department of the bank, it takes more effort to manage and process these campaigns. The approach that the information system staff uses is to create lots of plug-in systems. But this approach harms the stability of the system architecture and increases the complexity of maintenance and cost. In this research, we use the concept of symbolic logic and object-oriented concept to analysis how the marketing staff designs the credit card campaigns and provide the rule model and fact model. The rule model provides standard symbolic logic architecture and uses the XML standard to transform logic symbols into RuleML. The fact model is a standard architecture and provides the mapping between facts and database. And we build a prototype rule-based system to validate the feasibility. The research contributes to construct and store the knowledge of credit card marketing campaign of the marketing staff by the rule model and the fact model. And the rule-based system in this research also provides flexibility and modifiability in the future to reform the drawback of original plug-in system approach.

風險管理已成為銀行重視的重要議題，而要做好風險管理，快速且正確地提供必要的資訊給管理者是必備的能力，而銀行的資訊系統架構龐大，重要的資訊散佈不同的資訊系統，但不同的資訊系統常無法整合以提供資訊，造成風險管理相關資訊取得不易或不符合時效性的要求。 本研究是從源頭的資料分析開始，領域則是限定於衍生性匯率金融產品，目的在於找出該領域商業概念中重要的性質，套用模型驅動架構的概念，利用IBM之資訊框架對商業概念進行分析整理，建立在該領域的本體論，並發展資料存取層之儲存綱要(schema)，本體論具備擴充性高及不易變動的穩定特色，可解決因使用者需求導致資訊系統架構變動頻繁的問題，最後再依循EJB架構開發商業概念之Entity Bean元件，完成從知識蒐集、知識分析到知識實現的整個知識管理過程。 / Risk management has become a critical issue that banks value much. To bring out great risk management, being able to provide managers with rapid, correct and essential information is the basic capability of all banks. However, due to the immense information architecture in which important information spreads over those information systems, the integration among different information systems become so unrealizable that managers usually receive insufficient or ineffective information. This study starts from the data analysis of the origins, and the study field is restricted to derivatives. The purpose of this study is to: 1. find out the key elements of the business concept within such research field; 2. by using IBM Information Framework, apply the concept of Model Driven Architecture to analyze the business concept. 3. via the Entity Bean of the EJB architecture, fulfill and accomplish the whole knowledge management processes, from knowledge collecting, knowledge analyzing to knowledge realization.

伴隨知識經濟時代的來臨，企業在全球化競爭下與產業高速變動的環境中，對於資訊與知識的質與量與日俱增，而為了因應全球經濟競爭與產業變遷，企業興起一股以知識管理為基礎的競爭優勢，作為發展與提升效能的利器。 知識管理對於傳統製造業生產流程效能的影響力已可由相關研究驗證，然而智慧型工程產業，如資本與技術密集的半導體資訊產業，是否在採取知識管理後能夠普遍提升生產流程的效能，尚待驗證，本研究係嘗試建立知識管理與半導體資訊企業生產流程效能之間的關聯性。 研究發現，半導體企業在削減變更成本、降低產品報廢率及重工率、產能擴充時間縮短、產品精密度與複雜度、以及彈性生產組態等生產流程效能上，都與知識管理中的知識管理策略、知識管理工具、知識管理網絡架構、以及知識管理流程有顯著的連結。知識管理策略與知識管理工具確實對半導體企業在削減變更成本、降低產品報廢率及重工率、產品精密度與複雜度、以及產能擴充時間縮短上，有顯著的效能表現 / The epoch knowledge economies bring high competitiveness in business market, and as well as stimulate the importance of information qualities and knowledge capacity. To face global economic developments and the transformation of industry, knowledge management thus has become the basic measure to improve the effectiveness of the developments of company. Evidently that knowledge management has been proved for the advantage of traditional industry in the effectiveness of production process, semiconductor industry however needs more verifications. The study hence is to scrutinize the connectedness between knowledge management and the effectiveness of production process in semiconductor industry. The study revealed that the overall effectiveness of production process indeed was correlated with the adoption of knowledge management system, and in detail, the strategies of knowledge management and the tools of knowledge management would enhance the effectiveness of production process in semiconductor industry.

摘要:紡織產業由於時尚潮流的千變萬化，再加上資訊與通訊科技快速演進，致使消費者較以往可以透過多元管道，輕易地獲得廣泛時尚流行的資訊與商品；甚至在物流通路系統及購物平台逐年更迭，日新月異的經營模式環境的變換下，時尚商品的買與賣之間已經不再像過去需要花費很長時間。如今甚至有選購後24小時到貨的服務，而這些消費模式都是為了因應消費者對於商品的快速需求而創新改變的策略。 企業追求成長，是企業經營的永恆課題。企業透過內部資源、資訊、與外部環境的交換與整合，形成網絡關係。而今企業的經營，正如同前述的情況一般，除了必須掌控影響企業成長的因素之外，對於全球市場的疾速變化與複雜的外部環境所帶來的衝擊，亦須洞灼機先找出因應解決的對策。如此環繞企業的內外因素相互關聯所帶來的結果即是為了追求企業成長時所亟需瞭解與掌握的議題。而在成長策略管理的思惟體系中，有由外而內的「機會基礎成長策略」，以及企業憑藉自身資源由內而外的「能耐基礎成長策略」，由於前者受制約於外部的機會因素較大，對於個別企業的影響難以歸納總結做為參考。本研究將透過個案公司的成長歷程，分析該公司在各個階段因應外部環境變遷所採取的資源配置與策略活動，同時對應其核心能耐，從而提出兩者關聯的質性探討。 本研究目的在探討企業成長策略的思惟中，除了面對外部環境、競爭者所帶來的衝擊之外，更重要的是思考企業在意識到外部機會形成或存在時，評估企業的資源、核心能耐是否足以掌握該機會；如果無法回應時則必須善用自身資源以建構新的能耐來克服外部阻礙，且透過知識管理的模式在企業內形成能耐建構能力，以持續性、系統性的能耐建構機制來制定成長策略，延伸企業成長的核心能耐，使企業得以能耐建構基礎維持持續成長的動能。 【關鍵字】 企業成長、能耐基礎、核心競爭力、知識管理、能耐建構能力

本研究旨在探討高等學校組織內部行銷、知識管理與創新經營之相互關係，並依據研究結果提出相關建議。植基於文獻探討，研究建構了三個潛在變項間的影響路徑模式，並提出相關研究工具。研究採問卷調查法，以廣東省702名高校專任教師為研究對象，並分別以描述性統計、獨立樣本t檢定，單因子變異數分析、皮爾森積差相關以及結構方程模式等統計方法對研究資料進行分析。依據資料分析與討論，本研究獲得如下研究結論： 一、廣東省高校組織內部行銷、知識管理與創新經營之現況大致良好。 二、高校教師對高校組織內部行銷的知覺，會因教師的職稱、學校類型、學校歷史與學校所屬區域之不同而存在顯著差異。 三、高校教師對高校知識管理的知覺，會因教師的年齡、職稱、學校歷史、學校規模與學校所屬區域之不同而存在顯著差異。 四、高校教師對高校創新經營的知覺，會因教師的年齡、學校歷史、學校規模與學校所屬區域之不同而存在顯著差異。 五、高校組織內部行銷、知識管理與創新經營之間兩兩正向相關。 六、高校組織內部行銷、知識管理與創新經營之間具有顯著影響關係。 七、高校組織內部行銷可直接影響創新經營，亦可透過知識管理之中介機制，間接對創新經營產生正向影響。 八、本研究所建構的高校組織內部行銷、知識管理與創新經營結構方程模式具有良好的適配度。 最後，本研究依據研究結果提出相關建議，以供高等教育行政管理部門、高校及未來研究之參酌。 / The main purposes of this study were to explore the interactive relationships of organization internal marketing, knowledge management, and innovation management in higher education institutions in Guangdong province. Based on the literature review, this study constructed a path model among three potential variables, and developed research instruments as well. The participants in this study were 702 full-time teachers at higher education institutions in Guangdong province. The data were analyzed by descriptive statistics, t-test, one-way ANOVA, Pearson correlations analysis , and SEM. The findings were as follows: 1.Teachers' perception of organization internal marketing, knowledge management, and innovation management is positive. 2. Teachers of different job title, and different types, history and location of higher education institutions showed significant differences on teachers’ perception of organization internal marketing. 3. Teachers of different age, job title, and different history and location of the higher education institutions showed significant differences on teachers’ perception of knowledge management. 4. Teachers of different age, and different history, size and location of the higher education institutions showed significant differences on teachers’ perception of innovation management. 5. There were positive correlations among organization internal marketing, knowledge management, and innovation management. 6. Both organization internal marketing and knowledge management showed a positive direct effect on innovation management. 7. Knowledge management partially mediated the effect of organization internal marketing on innovation management. 8. The SEM model of organization internal marketing, knowledge management, and innovation management exhibited good fit. Based on the results, there are suggestions particularly for education authority, leaders of higher education institutions and for further research.

製造業是台灣經濟發展的重點產業，科技快速的發展加速工業技術的革新，面對全球的競爭，我國製造業需透過持續的創新來維持其在國際上的競爭地位。工業4.0下的技術創新即是製造業在尋求發展與成長的最佳動能。近年來的文獻多半針對工業4.0的概念進行介紹，較少研究工業4.0這個新興的議題，亦較少談論企業如何進行工業4.0的技術創新活動。本研究藉由個案訪談了解我國企業在面對工業技術快速變化之下，推動工業4.0技術創新活動的實際作為，並以「組織方式」與「知識管理」兩大構面為主軸，針對我國三家在不同產業中具優異表現的公司進行研究，得到了以下的結論： 結論一：企業在推動工業4.0下的技術創新活動時，會從公司內部原有業務內容進行延伸，依產業類別的不同而有不同的發展方向。 結論二：企業推動工業4.0技術創新活動的團隊，會具有較高的權力層級及跨功 能整合程度，且團隊領導者特別強調溝通與整合的能力。 結論三：企業在整合工業4.0相關知識時，會同時強調整合的廣度與深度。 最後，本研究提出對於產業實務上以及後續學術研究上的建議。 / Manufacturing industry is one of the backbones of Taiwanese economy. As the rapid development of technology accelerates the innovation of industry, Taiwan’s manufacturing should be more aggressive in innovation in order to maintain its competitiveness in the global world. “Industry 4.0” provides the best opportunity for manufacturing companies for growth. In the past few years, the research and studies of Industry 4.0 focused more on providing an overall preliminary introduce and rarely mention how companies can apply it to the innovation activities. This study aims to investigate the actual responses of companies while doing technology innovation activities in "Industry 4.0". A framework with two major constructs: organizing, knowledge management is adopted for this study. And three leading companies in different industry are selected. Three conclusions from this study are as follows: 1. Enterprises that promote Industry 4.0 technology innovation activities will be usually extended from their existing business, and have different direction for business development according to their industry types. 2. Enterprises that promote Industry 4.0 technology innovation activities will require the responsible teams to have higher level of authority and cross functional integration. The ability to communicate and integrate will be also emphasized by the team leaders. 3. The breadth and depth of integration will be emphasized when the enterprises try to integrate the related knowledge of Industry 4.0. Finally, there are some recommendations for industry and follow-up researcher.