論 文 摘 要 知識管理(Knowledge Management：KM)在近幾年來已經成為一個與企業管理及企業競爭力關係密切的議題。不少企業已經認知知識管理的重要。在知識的投資形成知識力量的呈現，所帶來的實質效益，長期來看必然超過投資有形資產的報酬。 證券業是個存在已久且產品變化速度最快的金融服務業，以協助一般大眾及法人企業進行財務投資為主要業務，接觸對象包含各種層面的客戶。證券公司的營業員則是協助客戶投資交易的主要窗口，其金融專業的素養影響證券公司對客戶的服務品質及公司的經營績效。 本研究針對證券業，來探討在營業員日常作業中，如何運用知識管理，來提昇競爭力及營業效益。特別是在進行交叉行銷的時候，資訊系統在需求、功能及架構上，如何應用知識管理中的知識產生、審核、蓄積、擴散、應用、回饋及創新，最後創造出實質的知識價值。 研究歸納出一個應用知識管理的交叉行銷系統，可以為證券業帶來穩定營業員及增加實質收益的效果。並以『統一塑模語言』(Unified Modeling Language , UML)的使用案例(Use Case Diagram & Use Case Document)、順序圖(Sequence Diagram)及類別圖(Class Diagram)來分析交叉行銷系統中三個最重要的使用案例(Use Case)，分別是： 一、 成功銷售案例提案－知識的產生、蓄積及擴散。 二、 回報及交叉行銷－知識的運用及價值的創造。 三、 行銷追蹤－知識的回饋及創新。 本研究展現知識的運用，增強證券公司的競爭力，也創造實質的知識價值，相信也同樣能為其他產業帶來類似的效益。

La conception de systèmes mécaniques, de par son aspect pluridisciplinaire et technologique, fait intervenir et interagir différentes personnes qui travaillent et prennent des décisions ensemble, et, participent ensemble à l’élaboration du produit. Elles travaillent de manière collaborative cependant elles ne se connaissent pas obligatoirement, ne se situent pas forcément géographiquement sur un site commun, n’ont peut-être pas la même culture et n’appartiennent pas systématiquement à la même entreprise. La conception préliminaire représente les premières phases du cycle de conception ou le produit est en cours de définition. Le nombre d’incertitudes sur les paramètres et les informations produit sont très importantes. Il y a un manque de connaissances important à cette étape du processus de conception qui doit être considéré afin d’améliorer et d’aider les prises de décisions dans les phases amonts. C’est ce manque de connaissances que je me propose de qualifier et caractériser en apportant une réponse à la question résultante: comment prendre en compte le manque de connaissances pour prendre des décisions durant la conception préliminaire collaborative ? Pour se faire, nous proposons un méta-modèle de connaissances permettant de structurer les informations du produit et les connaissances en intégrant la maturité du produit. Cette maturité est définie par une métrique et permet d’identifier le niveau de connaissances des concepteurs sur le produit et d’orienter la prise de décision grâce à l’utilisation d’une approche mixte, à la fois qualitative et quantitative. Enfin, nous évaluerons la capacité de ce méta-modèle à générer différent modèles produit, puis sa pertinence avec l’implémentation sur un cas industriel. / The design of mechanical systems, due to their multi-disciplinary and technological aspects, involves different people who, together, work and make decisions and jointly participate in the development of the product. They work in a collaborative manner; however, they may have different strategies, geographical positions, cultures and do not know the other members of the team. Preliminary design represents the early stages of the design cycle or product definition. A number of uncertainties regarding the parameters and product information are very important. There is an important lack of knowledge at this stage of the design process that must be managed or filled in order to improve and support the decision making in the early phases. It is this lack of knowledge that I propose to qualify and characterise, providing an answer to the question: how does one to take into account the lack of knowledge in decision making during the preliminary design collaboration? To do so, we propose a meta-model for structuring product information and knowledge by integrating product maturity. A metric allows this maturity to be defined, to identify the level of knowledge of the product designers and to guide the decision making, thanks to the use of a qualitative and quantitative approach. Finally, we evaluate the ability of the meta-model to generate the different models produced and its relevance to the implementation in an industrial case.

The design of mechanical systems, due to their multi-disciplinary and technological aspects, involves different people who, together, work and make decisions and jointly participate in the development of the product. They work in a collaborative manner; however, they may have different strategies, geographical positions, cultures and do not know the other members of the team. Preliminary design represents the early stages of the design cycle or product definition. A number of uncertainties regarding the parameters and product information are very important. There is an important lack of knowledge at this stage of the design process that must be managed or filled in order to improve and support the decision making in the early phases. It is this lack of knowledge that I propose to qualify and characterise, providing an answer to the question: how does one to take into account the lack of knowledge in decision making during the preliminary design collaboration? To do so, we propose a meta-model for structuring product information and knowledge by integrating product maturity. A metric allows this maturity to be defined, to identify the level of knowledge of the product designers and to guide the decision making, thanks to the use of a qualitative and quantitative approach. Finally, we evaluate the ability of the meta-model to generate the different models produced and its relevance to the implementation in an industrial case.

Many different approaches have been proposed with the aim of facilitating sound and successful information management (IM) and knowledge management (KM) practices within business contexts. These approaches seek to identify organizational factors (e.g. culture or information technology practices) or to suggest management processes (e.g. human resources management) required to establish environments conducive to IM and KM. Most of these approaches, often presented as frameworks (as they are referred to in this study) for organizational IM or KM, are exemplified by the following features.Firstly, they have emerged as unrelated notions, with little reference to each other or to foundational studies in the area. Secondly these frameworks are not based on any theoretical foundation. Thirdly, these frameworks have tended to focus on either information or knowledge management activities but not both, even though organizational IM and KM exist in a complementary and co-dependent relationship. The usefulness of these frameworks is made problematic by muddled use of the terms 'information', 'knowledge', 'IM' and 'KM', which are often transposed or used synonymously. The situation is further complicated by the inherent complexity of the organizational environments into which practitioners attempt to introduce information and knowledge management (IKM) initiatives. Early outputs of this research are explanations of how the terminology above is used in this study and a literature review that describes current IM and KM frameworks by analyzing their components. The literature review identifies current challenges in the research domain, including the need for sound foundation (referent model) on which future IKM frameworks can be based. A suitable referent model is proposed by integrating single and double feedback loops (from systems theory) with two concepts from the IM literature: IM processes and the domains of IM activity. Then, an interpretive multi-methodological research (MMR) approach is pursued consisting of three sequential phases: action research, transition and case study. The first phase, a 3-cycle action research project accompanied by a longitudinal descriptive case study and an embedded literature analysis, was conducted over a 31 month period. The key research outcome of the action research phase was a set of candidate enablers Information and Knowledge Management (IKM) in Business Contexts for organizational IKM, while the organizational deliverables included policies, strategies, process improvement and new information systems. The information gathered in phase one was rich and deep. However, in keeping with the goal of the research to produce a practical, useful IKM framework, the researcher sought a broader view from the IKM community. To achieve this practitioner view, a second research phase was designed to bridge the gap between the detailed examinations of IKM initiatives within one organizational environment, to the examination of IKM initiatives within other organizations. Therefore phase two - a transition phase - consisted of a series of surveys and interviews with IKM practitioners that explored their perceptions of organizational IKM activities and environments. The data collected in phase two supported the findings from phase one and informed the development of the case protocols for the third - case study - phase. In the third phase, six IKM projects in three organizations were studied. Documentary and interview data were examined to understand the relationships between IKM projects, the candidate enablers identified earlier in phases one and two, and other organizational factors implicated in IKM initiatives. When analyzed, the findings from the third phase converged with the data collected in the previous two phases, and provided a rich, deep and broad collection of material. The study culminates by synthesizing the data collected in the three research phases to (1) confirm a suitable referent model on which IKM frameworks can be based and (2) develop an integrated, multidimensional IKM framework that assimilates the referent model. The referent model, which is based on previous calls for IKM frameworks to have a sound theoretical foundation, incorporates two established concepts from the IKM literature: (a) the operational, analytical and strategic domains of IKM activity and (b) double and single loop feedback loops of systems thinking applied to IKM processes. The practical and flexible IKM framework, which assimilates these concepts, has three dimensions. These dimensions are (i) domains of IKM activity and feedback loops (ii) organizational enablers (iii) project context. It is envisaged that this framework be used by practitioners to identify and manage areas of the business environment that require attention to ensure success of IKM projects or initiatives.

Idag har de flesta företag och organisationer någon form för intranät-lösning. Dessa lösningar kan vara både mer och mindre sofistikerade, men har oftast det samma syfte; att distribuera organisationens information till dess medlemmar. Denna uppsats ägnar sig åt intranät och fördjupar sig i ett begrepp som vuxit starkt de senaste åren, nämligen Content Management System (CMS). Jag fokuserar särskilt på val av Open Source CMS, för implementation i mindre organisationers intranät. Uppsatsen är ett resultat av omfattande litteraturstudier inom sitt område och bygger främst på vetenskapliga artiklar av ledande experter. Ytterligare en källa är resultatet av en enkätundersökning, som också redovisas i uppsatsen. Denna enkät hade som ändamål, att kartlägga användares attityder till deras CMS-intranät. Uppsatsens kanske viktigaste resultat är en redogörelse för hur ett moduliserad CMS-intranät skulle kunna utformas, baserad på bl.a. Knowledge Management-teori, där tyngdpunkten ligger på de personliga referensernas betydelse för en människas tolkning av sin omgivning, och logisk kategorisering av information. / Today, most companies and organizations have some kind of intranet solution. These system solutions vary and tend to be either more or less sophisticated, but the overall purpose remains the same; distributing the organizations information to its members. This essay is about intranet-development, and mainly devoted to explore a concept which has grown rapidly in recent years; Content Management System (CMS). I’m particular focusing on how to choose a suitable Open Source CMS, for implementation in a small organizations intranet. The essay is the result of vast literature studies, mainly based on scientific articles from leading experts within their field. In addition I have also carried out a survey in a company intranet, in order to investigate the users’ attitude towards their CMS-intranet. One of the most important results of the essay is my model of a modularized CMS-intranet, partially based on Knowledge Management-theory and the importance of appropriate references in order to interpret our surroundings, and logical categorization of information.

Knowledge has become one of the most important assets for companies nowadays. Knowledge Management (KM) uses organizational knowledge as a resource to make companies more competitive. Knowledge Management Systems (KMS) are gaining popularity, however, the failure rate remains high, with many projects not achieving their goals or being shut down early. KMS are often underestimated and treated as normal systems. IS practices do not cover certain aspects specific to KMS, aspects that do not show in other IS (e.g. socio-cultural issues). There are many studies concerning the KMS failures but they just focus on the symptoms and do not provide a solution to the problem. The goal of this master’s dissertation is to generate a preventive tool that will help the KM field. With The experience gained by working in a real KMS project within a textile agency in Sweden and relevant literature, an Information Systems Design Theory (ISDT) for KMS was developed. As some authors suggest, KM needs an ISDT of it’s own. An ISDT will guide practitioners through the process by restricting practices and features of the system to a more effective set. It will also encourage the academia to work on this theory for its improvement, completion, and validation

The global business environment has changed dramatically in recent years, as competition in complex knowledge-based economies has increased. Enterprise Resource Planning (ERP) systems have been viewed as a way to manage increased business complexity, leading to the rapid adoption and implementation of such systems, as ERP can support enterprises to improve their competitiveness. Knowledge management (KM) is crucial for ERP systems implementation, however a highly demanding task. Therefore, the primary concern of this research is to examine the effectiveness of knowledge management activities that would contribute to achieve ERP implementation success. This study adopted mixed methods approach by combining semi-structured interviews and a questionnaire to collect empirical data from ERP professionals in both manufacturing and service sector organisations. In the qualitative phase, it develops the “framework of integrative knowledge” based on empirical evidence, that can improve KM competence for ERP implementation success. Data analysis has been undertaken using a combination of thematic analysis and comparative analysis with respect to 14 ERP implementations in the UK. The framework integrates multiple perspectives in terms of knowledge components to enhance KM competence, including knowledge types, knowledge layers, KM lifecycle and knowledge determinants. It discovered 19 knowledge determinants to drive knowledge management activities during ERP projects, which is another vital contribution to the existing knowledge. Furthermore, the study develops the “knowledge network model” for ERP implementations in order to facilitate the knowledge flows between various stakeholders involved in ERP implementations, which can help to understand the interactions between the knowledge components. Moreover, sub-knowledge types (knowledge elements) under each knowledge type were discovered through empirical evidence. The quantitative phase was adopted to extend the findings of the qualitative phase. The knowledge types and knowledge elements were prioritised using Analytic Hierarchy Process (AHP) method through an online AHP based questionnaire with 77 responses from ERP professionals involved in UK ERP implementations. Furthermore, knowledge prioritisation demonstrates how effectively the framework of integrative knowledge can be used during ERP implementations with the help of prioritised knowledge. In total 4 knowledge types and 21 knowledge elements were ranked based on their contribution to achieve ERP success; four variables of information quality, systems quality, individual impact and organisational impact were used to measure ERP success. This study has number of theoretical contributions including framework of integrative knowledge, knowledge network model for ERP implementations and ERP knowledge prioritisation. Moreover, the framework of integrative knowledge can provide ERP practitioners with useful guidance on what the key knowledge determinants are and how the relationships between knowledge components should be best managed to achieve ERP implementation success in business reality.

The aim of the diploma thesis is to design a kindergarten in Moravany u Brna. The building is situated in a flat terrain. There will be designed a garden house behind the kindergarten. The building is basementless with two storeys, in part one storey. There are three operating units, unit with classes, economical unit and administration unit. Walls are designed from KM Beta Sendwix system, ceilings are from reinforced concrete and the roof is designed as a flat roof.

The aim of diploma’s thesis is a design od school house, exactly language school and english kindergarten. It’s a new building, designed on a flat plot no.873/21 in cadastre unit Horni Herspice, in a Brno’suburb. The language school is intended to accommodate 41 students. Kindergarten is for education preschool children. Kindergarten is designed for total capacity of 40 children. The building was designed in a rectangular shape without cellar. It is a two-storey masonry system. Both parts of the building were designed so that students and children do not meet. A schoolmaster office is located on the second floor. The building was designed from sand-lime bricks KM Beta. The thermal insulation is made from external thermal insulation composite systems ETICS, floor structure is from ceramic-concrete precast floor slabs. The major part of the flat roof structure is double-layered while the rest is a green single-layer construction.

Les produits mécatroniques sont complexes et multidisciplinaires par nature. Les exigences pour les concevoir sont souvent contradictoires et doivent être validées par les différentes équipes d'ingénierie disciplinaire (ID). Pour répondre à cette complexité et réduire le temps de conception, les ingénieurs disciplinaires ont besoin de collaborer dynamiquement, de résoudre les conflits interdisciplinaires et de réutiliser les connaissances de projets antérieurs. De plus, ils ont besoin de collaborer en permanence avec l’équipe d’ingénierie systèmes (IS) pour avoir un accès direct aux exigences et l’équipe d’optimisation multidisciplinaire (OMD) pour valider le système dans sa globalité.Nous proposons d'utiliser des techniques de gestion des connaissances pour structurer les connaissances générées lors des activités de collaboration afin d'harmoniser le cycle de conception. Notre principale contribution est une approche d'unification qui explique comment IS, ID et OMD se complètent et peuvent être utilisés en synergie pour un cycle de conception intégré et continu. Notre méthodologie permet de centraliser les connaissances nécessaires à la collaboration et au suivi des exigences. Elle assure également la traçabilité des échanges entre les ingénieurs grâce à la théorie des graphes. Cette connaissance formalisée du processus de collaboration permet de définir automatiquement un problème OMD. / Mechatronic products are complex and multidisciplinary in nature. The requirements to design them are often contradictory and must be validated by the various disciplinary engineering (DE) teams. To address this complexity and reduce design time, disciplinary engineers need to collaborate dynamically, resolve interdisciplinary conflicts, and reuse knowledge from previous projects. In addition, they need to work seamlessly with the Systems Engineering (SE) team to have direct access to requirements and the Multidisciplinary Design Optimization (MDO) team for global validation. We propose to use Knowledge Management techniques to structure the knowledge generated during collaboration activities and harmonize the overall design cycle. Our primary contribution is a unification approach, elaborating how SE, DE, and MDO complement each-other and can be used in synergy for an integrated and continuous design cycle. Our methodology centralizes the product knowledge necessary for collaboration. It ensures traceability of the exchange between disciplinary engineers using graph theory. This formalized process knowledge facilitates MDO problem definition.