迄今「知識」已然成為現代化組織在面對全球化市場時能否具備創新能力與競爭力的首要資源，會以不同形式存在於組織內部及個別成員中。根據公司的資源基礎觀點（RBV），組織的策略性資產乃是決定本身是否有能力持續維持競爭優勢之先決條件，而在符合策略性資產特徵的前提下，知識的角色與意義將改變以往組織偏重對有形資產之資源利用與倚賴，而愈趨傾向策略性創造和發揮知識此一無形資產之無限價值與成長潛力。基此，為了因應瞬息萬變與高度競爭的全球化市場，愈來愈多組織竭力於進行各種形式的資本投資與規劃，尤其關注於組織知識資本(intellectual capital)的創新與管理，藉由利用動態的知識流程與知識基礎結構，開發組織內部的知識市場，培養組織學習能力，力求知識管理能力之迅速提升與發展，遂使知識資本成為目前組織利基之所在，而如何有效建構組織知識管理能力以善用本身的知識資產，實為當代組織管理研究之首要課題。 有鑑於當前論及知識管理的理論基礎、方法或實務應用之研究多半從資訊科技、結構制度或法令權利等面向呈現知識的創新、擴散與儲存，而鮮少透過道德秩序、價值規範等社會面向，深入剖析知識管理的相關議題。尤其將組織社會資本與知識管理相互結合的研究論文，在國內則是付諸闕如，係屬值得開發的新領域。基此，為了探究組織知識管理能力，本研究欲跳脫知識管理的迷思，採取「社會資本」(social capital)的觀點，剖析知識管理的社會動態面，闡釋在以「信任」為前提的知識經濟時代，社會資本對組織管理能力的提升所能發揮的槓桿效應(leverage)，破除“資訊科技是知識管理唯一可行的機制”之思考窠臼，在知識管理的科技平台之外新闢一個以「人」為核心的「高信任平台」，營造一個強調知識創造(knowledge creation)與學習分享的組織文化與網絡環境，藉以提升組織本身的知識管理能力，並提供知識管理推動者一個整合性的知識創造藍圖。 關鍵詞：知識、知識管理、社會資本、知識創造、組織學習能力、實務社群、信任、關係網絡

近年來，有兩項重要的發展影響了我們的社會，一為非營利組織的興起，一為知識經濟時代的來臨。這兩項看似無關的事，卻給予我們一些啟發。非營利組織的興起，改變了過去由政府壟斷公共領域的局面，而知識經濟則是以「知識」為基礎的「新經濟」運作模式，改變了傳統企業運作所賴以生存的生產三要素—土地、勞力和資本。 在知識經濟體系中，如何掌握及有效管理知識以促進組織的效能，已成為每一個組織重要的議題，其中的關鍵在於「知識分享」。由於非營利組織的公共性所形成的公共領域，是共同體（社區）成員之間，針對其生活領域中的公共事務，進行討論、學習和對話，而這個過程與知識的分享有關。顯見「公共性」與「知識分享」同時存在非營利組織之中，二者是否關聯，遂引發了本研究的動機。 因此，本研究進一步以「公共性」與「知識分享」為主軸，探討非營利組織的公共性與知識分享意願的相關議題。定義「公共性」的主要因素，包括公開度（透明度）、公信力、參與度、知名度、非私有性以及公共利益的功能等六大項。同時建構出非營利組織知識分享機制與公共性相關的內涵，包括建立知識分享的報酬制度、建立組織成員間的工作關係、建立組織成員的共同知識、提供組織成員一些知識交流的場所與時間、建立組織的知識仲介、建立組織內知識分享文化的領導者等六項構成要素。 本研究採用個案研究的方式進行，深入探討主婦聯盟的共同購買，這一國內具有代表性的組織，無論在公共性或知識分享上均可呈現清楚的研究成果。研究發現： 公共性是非營利組織的本質，也是非營利組織的重要特徵。非營利組織的公共性有益於組織形成有效率的知識市場，所以非營利組織可藉由提升公共性來克服知識分享的障礙，增進組織成員的知識分享意願。而增進組織成員的知識分享意願，可藉由公共性作為組織知識市場的核心，並以個人的動機、組織成員間的信任關係、以及組織文化等三個層面為架構，來建構促進組織知識分享的機制。 非營利組織除了可以藉由實施知識分享機制的活動來促進知識的分享外，同時也可維持組織的公共性，因為知識市場具有公共性的特性，所以組織在實施知識管理時，即提高了組織的公共性。 因此，非營利組織公共性與知識分享的關係，可以分為兩個層面來看，一個是彼此的因果關係，另一個是內在（內涵）與外在（表現）的關係。首先，非營利組織的公共性促進了組織的知識分享，知識分享活動則強化了組織的公共性，並且公共性與知識分享彼此有相互促進的作用。其次，非營利組織的公共性是知識分享的內涵，非營利組織的知識分享是公共性的表現。 本研究的貢獻在於提出非營利組織可藉由提升組織的公共性來增進組織成員的知識分享意願，同時也可藉由知識分享活動來強化組織的公共性。 建議對於後續的研究，可依據本研究的架構，針對「公共性不高的非營利組織」或「營利組織」進行比較、分析與研究。 / In recent years, there are two important developments impacting on our society. One is the rise of non-profit organizations (NPOs); the other is the coming of knowledge economic age. These two seemingly unrelated phenomena give us some revelations. Although the government has monopolized the public sphere, the rise of NPO changes the situation. The knowledge economy is a ‘New Economy’ based on knowledge. It also changes the traditional business operation model, which depends on three production factors—land, labor, and capital. In knowledge economy system, one important issue of every organization is how to do knowledge management effectively, so that the organization will increase its work efficiency. The key is ‘knowledge sharing’. NPO’s publicness forms a public sphere, which means the discussion, learning and discourse among community’s members about the public matters in their daily living sphere. This process is related to knowledge sharing. Obviously, ‘publicness’ and ‘knowledge sharing’ exist in NPO simultaneously. Is there any relation between these two factors? The question provides the motive of this research. The research, therefore, would like to probe further and take ‘publicness’ and ‘knowledge sharing’ as the main shaft, and investigate the relevant subjects of the publicness and the willingness of knowledge sharing in NPO. The research will define the six major factors of publicness, which includes transparency, credibility, participation, celebrity, unprivitization, and public interests. It will also construct a mechanism of knowledge sharing in NPO and the connotation of publicness. The connotation of publicness includes, (1) establish a reward system of knowledge sharing, (2) establish a operative relationship between organization and its members, (3) establish a common knowledge among organization members, (4) provide a place and time for knowledge sharing among members, (5) establish knowledge agents of organization, and (6) establish a leadership of knowledge sharing culture in the organization. The research is a case study of a representative organization in Taiwan, Homemaker’s Union Consumer Cooperation. The result shows clearly about publicness and knowledge sharing: Publicness is the nature and an important characteristic of NPO. Since knowledge sharing is based on publicness, if NPO can raise its publicness, then it can overcome the obstacles of knowledge sharing, enhance knowledge sharing in the organization, and promote the willingness of knowledge sharing among its members. NPO can also take its publicness as an axis of the knowledge market in the organization. Having the axis, it can use personal motive, trustful relationship among members, and organizational culture, to construct the organization’s mechanism of knowledge sharing. The publicness of NPO will facilitate an effective knowledge market and enhance knowledge sharing in the organization. Moreover, since publicness is the characteristic of knowledge market, so when the organization carries out knowledge management, it will increase publicness at the same time. Consequently, the relation of publicness and knowledge sharing in NPO can be seen as two aspects: one is a cause and effect relation between publicness and knowledge sharing. The other is a relation between the internal (connotation) and the external (representation). Firstly, the publicness of NPO enhances knowledge sharing in the organization, and the knowledge sharing activities strengthen its publicness. It’s a reciprocal relationship between publicness and knowledge sharing. Secondly, NPO’s publicness is the connotation of knowledge sharing, while the knowledge sharing is a representation of its publicness. The contribution of this research is addressing that NPO can promote the willingness of knowledge sharing of its members by increasing its publicness. Meanwhile, it can also strengthen its publicness through the activities of knowledge sharing. A suggestion of further study is using this research as a basis, then compare, analyze and study NPOs, which possess lower publicness, or profit organizations.

大多數組織都存有各種資訊以及成功解決問題的經驗，但是由於缺乏知識管理之應用，這些資訊或經驗都不是很容易累積，且經常需要重複花費許多時間去找尋或整合一些零散的知識，造成組織資源與成本的浪費。 本研究以政大商學院為例，集中探討研究型知識與研究人員，並參考Advanced Distributed Learning (ADL)所發展之SCORM content aggregation model提出一個最佳實務模型The Shareable Researching Knowledge Object Reference Model (SREKORM)，希望透過對研究型知識的的系統管理，協助研究人員知識分享、創新，更可為組織累積智慧，創造價值。主要建議如后： (1)將知識呈現方式由傳統的文件轉換為知識物件呈現方式。 (2)將知識搜尋方式由傳統的全文檢索轉換為知識物件檢索方式。 最後，經由論文訪談的方式，了解研究人員從理論及實務對本研究的觀點，並驗證本研究付諸實行之可行性。 / Knowledge is generally available, but not always readily accessible, due to lack of knowledge management in most organizations. So people within organization always spent duplicate time to search or summarize scattered information. This study will focus on researching and researchers based on the College of Commerce, National Chengchi University, and reference the SCORM content aggregation model put forward by Advanced Distributed Learning, and then intends to develop a best practice of researching knowledge--The Shareable Researching Knowledge Object Reference Model (SREKORM), for the purpose of assisting innovation, knowledge sharing and accumulated. The proposal is as follows: (1) To transform the form of knowledge representation from traditional documents to knowledge objects (2) To transform the methods of retrieving knowledge from the traditional full text to knowledge objects. Finally, through case interview, the viewpoints of researchers regarding the theories and actual practices in research at NCCU can be understood and verified the availability of set up of SREKORM in NCCU offered by the current study.

因應檔案法的相關規定，我國各政府機關陸續開始整理其檔 案，建立電子目錄，其中經鑑定具永久保存價值的檔案，移轉至檔案 中央主管機關，進行檔案全文影像掃瞄工作。此等數量龐大的政府檔 案電子目錄及部分全文數位化資料中，蘊藏著許多政府施政的智慧， 然而若任由此知識寶庫束之高閣，或僅提供一般性全文檢索查詢，至 為可惜。是以期能建構一套政府知識管理策略，運用電腦整理、分類、 研析功能，自政府檔案資訊系統裡，尋找知識，以創造檔案加值運用 價值，提供決策支援參考，強化行政工作效能。 由於美國檔案中央主管機關於文件管理自動化及自文件萃取知 識已有深入研究，居世界領先地位，本研究先先就其相關作為，進行 探討。此一研究發現，美國檔案中央主管機關發展知識管理係在電子 文件典藏策略計畫下，將檔案擷取知識的功能，列為必須涵括的研究 項目。其重點工作首先以建構知識為基礎的永久保存檔案系統架構為 首要核心項目。其次透過良好的系統架構，發展知識的探索與應用， 以因應日後可正確、有效地找出永久保存的電子檔案。規劃之主要精 神是將電子檔案資料與瞬息萬變的資訊科技軟硬體區隔開來，並自收 集資料時，便將擷取及運用檔案知識所需要的資訊涵括在內。故在儲 存電子檔案資料時，同時紀錄資料的產生、轉置、儲存等各階段之背 景資訊，以利未來應用時，得以依據該背景資訊存取所需檔案資料。 其系統架構分收集、儲存管理、使用三部分，每一部分在資料、資訊、 知識三層皆有其對應作為。整體架構採網格(GRID)技術，各類訊息溝 通以標準標示語言(tagging language)處理，透過反覆地收集、使用 程序，結合轉置作業，使資料得以繼續運用。經由循環作業，將可因 應科技變化及資料長久保存原則，惟應掌握標準標示語言及mark-up language 的變化。 由於我國檔案中央主管機關成立較晚，相關人力、經費、制度、 經驗雖不及美國，但因無負擔，可跳躍逕行規劃各項電子化作業方 式。自政府檔案資訊系統裡尋找知識的相關做法，可分長期及短期， 長期而言，以建構知識為基礎的永久保存檔案系統架構為必需規劃建 置之要項。短期而言，規劃建構政府知識管理作法，概分知識收集、 知識分類、儲存管理、知識傳播與分享、回饋方式五大部分，並分別 提出建議作法，以供實務界參考運用。 / Responding to the new movements of the Archives Act and related regulations, government agencies of ROC is beginning to archive their documents as well as records, and to setup corresponding electronic catalogs. Among others, the Archives with permanent preservation value are transferred to the National Archives Administration, and they are electronically stored. Thousands of government documents and records are cataloging and some of them are digitalized and stored into computer databases. Since a lot of wisdoms of national politics are inherited in the archives, it were a great pity to let this knowledge are stored merely in the archive chambers or only to be used for the purpose of general search for full-texts. It is very important to set a strategy to manage the knowledge gained from government’s documents. Moreover, it is important to use computers for checking, classifying, cataloging knowledge retrieval from archives management information system. These value-added archives are provided to decision makers for reference to increase administration efficiency. We choose the U.S. National Archives & Records Administration (NARA) as the survey target for its outstanding performance in electronic records management and knowledge retrieval. The most important result of this survey is that we have fund out that the NARA regards the knowledge retrieval from archives as an essential research topic in the knowledge management under the guidance of the plan of “Electronic Records Archives”. The primary job is to construct the infrastructure for the permanent storage of the knowledge-based records, so that this knowledge can be retrieved in the future correctly and effectively in means of this well constructed system, when the functions of exploration and the fields of usage of knowledge are further developed. The main idea is to separate the electronic records from the changing information software and hardware. Moreover, information about how to retrieve and use the records are analyzed and preserved with the archives. That is, detail background information for record generation, transformation, storage stages are kept for future use. The system architecture is consisted of three parts: ingest, storage management and access. Each part is mapping to data, information, and knowledge. The system uses grid technology, and all communication messages are coded in standard tagging languages. Through iterative ingesting, accessing and transforming, data could be used continuously. Iterative process copes with changing technology and abides by the principle of long term record-storage. The National Archives Administration is newly setup for ROC government. Compared to NARA, we haven’t reached the same level in workforces, financial supports, regulations, and experience. However, we have chances to work out electronic operations to utilize the quantum leap without much historical burdens. This paper carries out the long-term and short-term plans for archives management. In the long run, the priority goes to infrastructure for knowledge-based permanent archives storage. In the short term, this paper outlines the guidelines for government knowledge management, including knowledge collection, knowledge classification, storage management, knowledge sharing, and feedback to which may be useful to all stakeholders.

教育部自九十年度起實施九年一貫英語教學課程，由於學生程度不一，班級人數過多，教學媒體不足，研究報告指出應該成立英語教學資源中心，提高教師教學品質，規劃線上輔助教學，以增進學生學習機會及學習效果。 本研究從知識管理角度探索英語線上輔助教學，建構英語教學內容知識結構模式及教學知識流程架構；俾使線上教學具備語意查詢機制，開啟英語線上輔助教學創新模式。 英語教學內容知識框架（English Content Knowledge Ontology）抽象化類別具多重之階層、對等及相依關係。將內容知識抽象化類別實體化，其類別與實體之集合，即為本範例所建構之知識框架。 本研究引介物件導向，視內容知識為一個物件，具有不同之狀態及行為；將狀態與行為封裝，物件與物件間藉由訊息進行協調動作，達成整體運作之功能。學生亦為學習流程中一個物件，具有不同之屬性及行為；透過訊息之交換、進行任務協調，達成學習之最終目的。 以UML表示法建構英語線上學習流程三大模型：功能模型─使用案例模型將使用者對系統的需求模型化，靜態模型─物件模型抽出物件，表現出靜態的結構，動態模型─表示出物件與物件之間訊息的流向。 研究中試圖探討有關國小英語線上輔助教學網站之現況。未來期望架構具備語意檢索機制之網站，採自由選擇學習、多元適切評量模式，能紀錄分析學習及測試結果，建立學習紀錄（包括學習風格、習性、態度及學習效果等等）以期增進學生學習機會，分享教學資源。 藉由新的學習模式，學生可以獲得自我成長的資源，同時希望可以喚起更多關懷英語教學網站之研究與發展，為我們的孩子及新的學習方式注入更多生命力。本研究所建構之模式，希望能作為未來發展兒童英語線上學習之參考，以提昇國內兒童英語教育實施之成效。 關鍵詞：九年一貫英語課程、知識管理、知識本體、語意資訊檢索、物件導向、UML / The Grade 1-9 English Teaching Curriculum was put into practice by the Ministry of Education in 2001. Due to the fact that there are too many students in each class and that there is not enough teaching media, the students fall into different levels in English proficiency. Some research concluded that an English Teaching Resource Centre should be established to enhance teachers’ teaching quality and to provide an on-line teaching aid, hence to give the students more learning opportunities and to improve their learning effects. In this study, the on-line English teaching aid was discussed from the viewpoint of Knowledge Management. English Content Knowledge Ontology and English Teaching Knowledge Flow Architecture were suggested to provide an on-line teaching aid with a semantic retrieval system so as to initiate an innovative model for on-line English teaching aids. The English Content Knowledge, Ontology, a model of English domain knowledge, defines the concepts and their attributes, as well as the multiple relationships between the concepts: Class（vertical）, Reciprocity（horizontal）, and dependency（grouping）relationships. An “instance” is hypostatized from an abstract class, and the integration of the abstract classes and the instances represent the English Content Knowledge Ontology built up in this research. The present study has introduced Object Oriented concept that deemed the English content knowledge as an object and as an instance with different Attributes and Operations. Encapsulated attributes and operations engaged in coordination among different objects through exchanges of messages, and resulted in the achievement of the overall system operations. Meanwhile, each student would also be an object in the course of the study and possess different attributes and operations. The final goal, learning, could be achieved through the exchanges of messages for mission coordination. UML was applied in the study to construct the three major models in the on-line English learning. Functional Model – Use case Diagram to model the user’s requirements for the system； Static Model – Class Diagram to abstract an object for showing a static architecture； Dynamic Model – Sequence Diagram to describe the information flow among the objects. This research also attempted to explore the present circumstances of the primary school’s on-line English teaching aid websites. It illustrated the needs of developing architecture for a website with semantic retrieval functions, multiple choice ways of learning and diversified modes for learning assessments It will be able to record and analyse the learning effect and test the result, building up learning records (including learning style, habit, attitude and learning effect) in order to provide each student with more learning opportunities and to share teaching resources with all of the teachers. Through the new learning model, the students are able to obtain learning resources to grow by themselves. The present study also urged more concern on the research and development of the English teaching website in order to provide more vitality to our children and their new learning methods. The model built up in this study may serve as a reference in the development of effective on-line English learning for children. Key words: Grade 1-9 English Teaching Curriculum, Knowledge Management, Ontology, Semantic Retrieval System, Object Oriented, UML

金融商品的價值是否可以預測呢？由避險基金的操作績效以及華爾街著名分析師的事前看法和事後印證來看，答案幾乎是肯定的。不過，大多數的投資人卻依然無法獲利。站在學術的角度上來看，[Fama ,1970]的效率市場假說告訴我們，一個有效率的市場是無法獲得超額報酬的，這論點也經常被學者用來檢驗市場是否具有效率性，研究的結果也都是證明市場是無效率的。因此，我們希望藉由發展專家對於股價指數的漲跌推論規則之本體論來提升金融商品領域之知識管理的廣度與深度。 本體論(Ontology)是知識管理的表現方式之一，[Gruber ,1993]闡述本體論是一種詞彙的規格，用來呈現我們想要分享的領域；可以定義類別、關係、功能、與其他物件。由於本體論提供的是一個領域嚴謹豐富的理論因此相當適合使用在知識工程的領域上[劉紅閣、鄭麗萍與張少方 ,2005]。另外，本體論的建構過程和物件導向設計非常的類似[Chandrasekaran, Josephson & Benjamins ,1999]，因此，在研究的過程中，我們將以物件導向設計來輔助本體論的分析。最後，使用Protégé 3.0這套相當普及化的本體論編輯工具作為系統實做的工具。 / Is the value of Financial banking products predicable? In view of the operating performance of hedge fund and the preliminary insights and the evidences afterward from the well-known analyst of Wall Street, the answer is almost positive. Nevertheless, the majority of investors still can not make profits from it. Based on the Academic points, (Fama, 1970) the theory of hypothesis if efficient market showed us that we can not make extra profits from the efficient market. And it is often used to examine whether the market is of efficiency. And the result of research also proved that the market is inefficient. Therefore, it is desired that we enhance the width and deepness of knowledge management of financial banking products with the Ontology of the inferred up-and-down principal of stock index developed by the efforts of experts. Ontology is one of the ways presenting knowledge management. (Gruber, 1993) explains that the ontology is the specifications of terminology which presents the domains we would like to share with. Classes, Relations, functions and other objects could be defined by that. Ontology provide us with the theory of strictness and richness of domains, therefore, it is very suitably utilized in the domains of knowledge engineering[劉紅閣、鄭麗萍與張少方 ,2005]. Besides, the construction process of Ontology is very similar to the object-oriented design. [Chandrasekaran, Josephson & Benjamins ,1999] Based on this, we will use the object-oriented design to assist the analysis of Ontology through our research . At last, Protégé 3.0 which is the very popular editing tool of Ontology is used as a tool for the system implementation.

知識經濟的時代，企業最重要的資產是「人」與「知識」，如何運用與積蓄這兩項資產，對企業的持續競爭力有關鍵性的影響。本文以知識管理的文獻探討為基礎，從中萃取出攸關的議題，以問卷調查的方式來收集相關資料，並透過統計檢定方法來分析資料，以發掘事實。這些攸關的議題共有八項，分別為：一、鼓勵員工勇於表達自己意見與想法的文化（組織的文化），與員工勇於表達自己意見與想法的行為（組織的行為），彼此是否為正向相關。二、高階主管主動傳授知識與技能的行為（主管的行為），與員工彼此分享知識與技能的行為（部屬的行為），彼此是否為正向相關。三、金錢、名聲、交情與互惠，這四項影響「知識分享意願與行為」的因子，其影響力的強弱順序為何。如果我們能釐清這四項因子影響力的強弱順序，則可據此設計出更為有效的激勵制度，將知識分享所產生的綜效極大化。四、是否超過半數的受訪者，無法容忍一個問題的解決方案，是處於模稜兩可、曖昧不明的狀況。五、當理性的分析結果與當事人的直覺相互衝突時，是否超過一半的受訪者，選擇相信理性的分析結果。議題四與五，主要是由認知風格的差異，來探討人才的多樣性。六、是否超過一半的受訪者，認為管理階梯的社會評價較高，以及肯定技術階梯職位具有激 勵效果。七、是否超過一半的受訪者，無法確定公司是否具有概念傘。八、個案公司的知識管理現況為何。 根據上述八項議題所發掘而得的事實，以及個案訪談所得之資料，本文提出了一個能夠有效活絡知識創造與能耐積蓄的平台，該平台包含五大建構單元，分別為：一、建立優質文化。二、落實雙軌生涯制度。三、建立知識管理專員制度。四、建立系統化的流程來引導知識創造與能耐積蓄活動。五、落實知識管理的配套措施。我們相信，企業藉著由五大單元所建構而成的平台，必可建立企業獨有的環境與氛圍，以利企業核心能力的滋長。最後，本文期盼該平台能為企業界提供實踐的重點與方向，成為一個最佳實施例的範本，並對有志於知識管理的人士，提供智識上的啟發，如此則已達成本文之目的。 關鍵詞：知識管理、企業概念傘、雙軌生涯制度，知識創造，能耐積蓄 / In this knowledge economic era, “people” and “knowledge” are very essential to keep the enterprises’ sustainable competence. Hence, based on the survey of books and papers about knowledge management, this thesis distills diverse perspectives and best practices into eight issues for further study, they are as follows: (1) Is there any positive correlation between “organizational culture” and “organizational behavior”? For an organizational culture that encourages people to express their opinions and ideas without any concerns, can we really have the distinguishable perception that people really behave so in this circumstance? (2) Is there any positive correlation between “managers’ behavior” and “subordinates’ behavior”? If managers are willing to mentor subordinates, willing to share their knowledge and skills, can it become a driving force to make subordinates behave the same? (3) As we know, money, reputation, friendship and reciprocal, all these four factors affect the extent of knowledge-sharing willingness and behavior, but can we figure out the strength order of these four factors? If we can, then we may devise a better, more effective incentive system to maximize the synergy of knowledge-sharing. (4) If the solutions to a problem are ambiguous and equivocal, is it true that more than half the people can not accept this situation? (5) If the rational analysis conflicts with your instinct, which one do you trust? The issue 4 and 5 are actually discussing the varieties of cognitive style. (6) For dual career ladder, is it true that more than half the people give higher evaluation to managerial ladder than technical one? Is it true that more than half the people regard the technical ladder as an incentive? (7) Is it true that more than half the people who are not clear about the concept umbrella of the company? (8) Based on nine indicators about knowledge management, conduct surveys of the four cases, and try to find out the strength and weakness of each case. By the data analysis and case studies, this thesis has found out several facts, and then proposes a platform for knowledge creation and capability building. The platform is composed of five units, they are as follows: (1) Instill good and appropriate cultures. (2) Put dual career ladder into practice. (3) Establish knowledge steward system. (4) Establish systematic procedure as the guide for the knowledge creation and capability building activities. (5) Find out the necessary auxiliary measures for knowledge management, put them into practice. With the platform constructed by the five units, we believe that each enterprise is able to construct a unique environment and atmosphere of its own, which in itself is beneficial to nurture and consolidate the core competence. Finally, we hope this thesis has shed light on the enterprises, and provided some intellectual stimuli for those people who are interested in knowledge management. Keyword: knowledge management, dual career ladder, concept umbrella, knowledge creation, capability building

就如何改善公眾生活而言，若說「政治」提供一套想法，那麼，「行政」可以說是提供一套作法（請參見：Wilson， 1887）。而所謂行政，自然涉及到各項上自「經世濟民」的重大政策，下至日常例行事務的裁決（請參見：Simon， 1997）。從民主政治發展的潮流觀察，可以發現雖然民主的實踐可有不同面貌，但執政當局能否做到「民之所欲，常在我心」，決定了其「管理眾人之事」的正當性。 民主的可貴，不在於坐而言而已，更在於起而行 。因此，「什麼樣的政府是好政府？」應考慮「應然」（what it ought to be）面，亦應考慮「實然」（what it is）面。就應然面而言，何謂「正當性」？公共決策具有「正當性」的政府，就是好政府嗎？就實然面而言，我們如何建構一個好政府？一個好政府應具備什麼樣的能力？總之，為了落實民主價值，從政治理論中，探尋民主的意義，固然重要，然而從務實的角度出發，進一步探索在科學技術（尤其是資訊科技）的協助下，將民主落實在人類行為層面上的可能性，更具深遠意義。這正是政治哲學與理論孕育了公共行政，而公共行政進一步促進公共政策的發展，一連串的學術發展軌跡背後的深層意義。隨著公共政策在解決問題的實務運作過程，日益面臨了科學工具物化與異化的困境，討論公共政策、公共行政的終極意義的聲浪逐漸獲得學術重視。 在上述的理解下，以下針對本研究之研究問題、研究途徑與方法分別作一說明。 本研究旨在回答下列問題： 「在提升公共決策正當性的過程中，知識管理的概念與工具，可以扮演什麼樣的角色？」。 就一個以實務導向為特性的領域而言，這樣的提問，明顯是屬於規範性的。而這樣的關懷重點，也正呼應了前述研究動機的初步討論。 公共決策的正當性取決於兩項因素：即政治上的代表性與資訊上的及時與正確。政治上具有代表性，則「雖不滿意，但大家皆可勉強接受」。此一面向指涉：效能、目的、終極價值、實質理性。資訊上的及時與正確，方可做出正確且及時的決策。此一面向指涉：效率、工具、工具理性。因此，面臨當今凡事皆須加個「e」（所謂 e-commerce， e-government，e-Trust等等）的資訊社會，如何結合知識管理所提供的工具，來進一步解決公共決策的正當性問題，極為重要。提高公共決策正當性的必要條件：資訊的公開與過程的透明。若能通過「知識管理」所提供的工具，結合政治上的代表性，及正確的決策，對於實踐「民主行政」，落實民主政治的理想，應具有理論與實務上的價值。 基於此一觀點，本論文進一步研究與分析下列議題： 1. 公共決策正當性的多元內涵為何？正當性的多元來源又為何？ 2. 誰來決定公共決策究竟是否具有正當性？ 3. 公共決策正當性的來源若有不同類型或層次，欲藉由知識管理的落實或推動，來穩固或提升公共決策正當性是否可行？ 在民主政治多元價值的背景下，正當性作為一個抽象概念，可以當作「政策順服」、「政治義務」，甚至「政治秩序」的原因來理解。但是，本文認為更加重要的議題是：正當性若當作「結果」來理解，試問什麼條件、作為、情境下，公民相信公共決策具有正當性？唯有釐清此一議題，才能一方面避免善意被濫用 ，另一方面也可以提供一個評估的標準，供公共決策者依循。當本文指出正當性概念可以作為評估標準時，本文所指的是：價值標準，而非操作標準。亦即，正當性可以提供本文一個關於目的與效能的判準，而非直接提供效率的指標。效率的指標必須根據不同的目的而有所不同。 因此，本文必須釐清正當性的概念，究竟是單一指標還是綜合指標？易言之，正當性究竟有無一個放諸四海皆準的內涵與定義？本論文第二章將論證正當性並非單一指標，亦即正當性並無一個單一且具有共識的定義（本章於稍後之理論回顧中將有簡略的討論）。面對這些歧異，本文希望追本溯源，進一步釐清造成這些差異的原因何在？亦即不同正當性的論述，建立在何種價值、假定上？ 本文並不自滿於釐清了不同正當性的內涵，本文更希望瞭解這些內涵有無落實與實踐的可能？正當性的性質，誠如前述，是一種規範性的信任關係，而不論是規範性價值的社會化過程，或是信任關係的建立，在在都需要資訊的收集、密切且頻繁的互動溝通。因此，本文進一步追問，當代以資訊科技為骨幹，以資訊處理為基礎的「知識管理」，是否可以協助本文落實上述不同內涵的正當性？知識管理在此一範疇的運用上，其利弊得失為何？ 然而，手段終究不能幫助決策者選擇目的，面臨諸多正當性的內涵，本文仍須探究一個根本性議題，即公共決策正當性的判準由誰決定？易言之，當決策者對正當性的內涵與定義有所爭執時，該怎麼辦？此處極為弔詭與諷刺的是：當正當性的內涵有爭議時，「正當性」已不具正當性！本研究將會在論文第二章中作更深入的討論。此處，簡略的說，本研究企圖論證：正當性應以制度為依附。亦即，正當性既不指涉特定人，甚至也不僅指涉特定政策，公共決策的「過程」才是正當性最合適的訴求點。誠如憲政主義者所主張的：正當法定程序（due-processes）是法治的基礎，更是憲政的基石。公共決策是否正當？是否合理？應以是否符合事先規定的「遊戲規則」作為判準，而非以公共決策之結果為判準。否則，當公共決策的結果與公民的利益相衝突時，公民無法在道德上尋求一個服從該項決策的立足點。

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

在目前的企業環境中，很多企業致力於管理和應用組織知識，來維持他們的核心能力和創造競爭優勢。有效率的管理組織知識，能減少解決問題的時間和成本，並增加組織學習和創新能力。並且，由於累積知識資源的需求，很多企業開始發展知識庫，以儲存組織及個人的知識，用來增加組織整體的效率、支援日常的運作以及企業策略的操作。 知識管理是現代的典範，可用來有效管理組織知識，進而改善組織績效。知識管理的目的是強調管理知識的流動及流程。在知識管理流程方面，主要區分為知識擷取、整合、儲存/歸類、散播和應用知識等程序。另外，資訊技術可用來協助知識管理，並能使知識管理更有效率。知識管理的主要議題之ㄧ是知識的擷取，由於目前知識來源的提供，主要是透過知識工作者，可是它對於知識工作者而言，是一種額外的負擔。因此，設計一個有效的方法來自動產生組織知識，以減輕他們的額外負擔，將是一個很重要的課題。第二個相當重要的議題是知識整合，由於不同來源的知識，可能造成組織知識的衝突，因此設計一個知識整合方法，把不同來源的知識整合成一個完整的知識，組織將會逐漸增加這方面的需求。 分類在很多應用中是常遭遇的問題，例如財務預測、疾病診斷等。在過去，分類規則常藉由決策樹的方法所產生，並用於解決分類的問題。在本論文中，提出兩個以遺傳規劃為基礎的知識擷取方法和兩個以遺傳規劃為基礎的知識整合方法，分別支援知識管理流程中的知識擷取和知識整合。 在兩個所提的知識擷取方法中，第一個方法是著重在快速和容易地找到想要的分類樹，但是，此方法可能會產生結構較複雜的分類樹。第二個方法是修正第一個方法，產生一個較精簡和應用性高的分類樹。這些所獲得的分類樹，能被轉換成規則集合，並匯入知識庫中，幫助企業決策的制定和日常的運作。 此外，在兩個所提的知識整合方法中，第一個方法，能自動結合多重的知識來源成為一個整合的知識，並可匯入知識庫中，但是此方法只考慮到單一時間點的整合。第二個方法則是可以解決不同時間點的知識整合問題。另外，本論文提出三個新的遺傳運算子，在演化過程中，可用來解決規則集合中有重複、包含和衝突等常見的問題，因而可以產生較精簡及一致性高的分類規則。最後，本論文採用信用卡資料及乳癌資料來驗證所提方法的可行性，實驗結果皆獲得良好的成效。 / In today’s business environment, many enterprises make efforts in managing and applying organizational knowledge to sustain their core competence and create competitive advantage. The effective management of organizational knowledge can reduce the time and cost of solving problems, improve organizational performance, and increase organizational learning as well as innovative competence. Moreover, due to the need to accumulate knowledge resources, many enterprises have devoted to developing their knowledge repositories. These repositories store organizational and individual knowledge that are used to increase overall organization efficiency, support daily operations, and implement business strategies. Knowledge management (KM) is the modern paradigm for effective management of organizational knowledge to improve organizational performance. The intent of KM is to emphasize knowledge flows and the main process of acquisition, integration, storage/categorization, dissemination, and application. Furthermore, extant information technologies can provide a way of enabling more effective knowledge management. One of the important issues in knowledge management is knowledge acquisition. It is an extra burden for knowledge workers to contribute their knowledge into repositories, such that designing an effective method for abating an extra burden to automatically generate organizational knowledge will play a critical role in knowledge management. A second rather important issue in knowledge management is knowledge integration from different knowledge sources. Designing a knowledge-integration method to combine multiple knowledge sources will gradually become a necessity for enterprises. Classification problems, such as financial prediction and disease diagnosis, are often encountered in many applications. In the past, classification trees were often generated by decision-tree methods and commonly used to solve classification problems. In this dissertation, we propose two GP-based knowledge-acquisition methods and two GP-based knowledge-integration methods to support knowledge acquisition and knowledge integration respectively in the knowledge management processes for classification tasks. In the two proposed knowledge-acquisition methods, the first one is fast and easy to find the desired classification tree. It may, however, generate a complicated classification tree. The second method then further modifies the first method and produces a more concise and applicatory classification tree than the first one. The classification tree obtained can be transferred into a rule set, which can then be fed into a knowledge base to support decision making and facilitate daily operations. Furthermore, in the two proposed knowledge-integration methods, the former method can automatically combine multiple knowledge sources into one integrated knowledge base; nevertheless, it focuses on a single time point to deal with such knowledge-integration problems. The latter method then extends the former one to handle integrating situations properly with different time points. Additionally, three new genetic operators are designed in the evolving process to remove redundancy, subsumption and contradiction, thus producing more concise and consistent classification rules than those without using them. Finally, the proposed methods are applied to credit card data and breast cancer data for evaluating their effectiveness. They are also compared with several well-known classification methods. The experimental results show the good performance and feasibility of the proposed approaches.