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
| Identifer | oai:union.ndltd.org:CHENGCHI/G91NCCU3012012 |
| Creators | 劉健群, Liu, Jiann-Chun |
| Publisher | 國立政治大學 |
| Source Sets | National Chengchi University Libraries |
| Language | 中文 |
| Detected Language | English |
| Type | text |
| Rights | Copyright © nccu library on behalf of the copyright holders |
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