臺灣博碩士論文加值系統

全球經貿自由化之風潮方興未艾，顧客關係的管理成了企業追求差異化及提昇顧客佔有率的競爭優勢所必需具備的能力。縮短從下單到供貨之前置時間(lead time)，達到及時供貨已成為歐美各零售業者用來評鑑供應商的一個重要評比，要做到確保98％不缺貨，一旦下單之後，必須於一周之內出貨，對供應商而言是一大挑戰。雖然目前業界推行所謂供應商管理庫存模式(Vendor Management Inventory, VMI)，透過供應商與零售業間庫存資訊及銷售資料的電子化資訊分享，提供供應商做出適時、適量的補貨決策，讓供應鏈的管理能更符合下游零售商的需求。但導入此一管理模式除了存在著諸多問題，包括零售商及供應商均必需全面電子化、資訊傳遞必需保持暢通、一致性與資料的完整正確性等，且供應商與零售業者均需配合投入整合資源，分享資訊。
本研究以零售業供應商為研究對象，為協助個案能有效充分的整合企業資源，將產品由採購、運送以至銷售的活動資訊緊密連結，藉由資料倉儲(Data Warehouse, DW)的建置，匯整跨區域分散式系統中異質性作業資料來源，並進行多面向的線上分析處理(On Line Analytical Processing, OLAP)，做為進階即時分析的方法，另外透過資料採礦技術及產業的領域知識，來分析取得有效的產品銷售預測，作為採購決策者採購判斷之依據，以達到及時供貨並掌控庫存量。

The agitation of global economic and trade liberalization is in the ascendant, management of relationship between enterprise and customer has become an essential and must possessed ability by enterprises to pursue the advantage of the difference and competition for promoting customer’s occupation rate. Shorten the lead time, from placing order to goods arrival warehouse to achieve “just in time” goods supply, has become an important judgment for most of American and European retailers to score their suppliers. To most of suppliers, guarantee that more than 98% supply rate and delivering the goods to customer in one week, is a great challenge. Though, at present the affiliated enterprises on retail industry pursue the so-called Vendor Management Inventory (VMI), for sharing the stock and sales information among supplier and retailer by electronic data interchange (EDI), which offer supplier information to make goods supplemental decision to their customer just in time and right in amount, introducing of the VMI into an enterprise remains some questions, such as supplier and retailer must be overall electronization, information transmission must keep non-congestion, consistency, and exactly intact; also the supplier and retailer need to cooperate on resource integration and information sharing.
This research regards supplier of retail business as the research object. In order to effectively integrate enterprise resources in the individual case, the activity information for purchasing, delivering, and selling is tightly link together; and the integration and combination of heterogeneous daily operation data sources from different distributed system across areas by establishing a data warehouse (DW); meanwhile proceeding multi on line analytical processing (OLAP) for advanced in-time analysis method; furthermore performing sales forecast by data mining technology and domain knowledge on retail industry as the basis of purchasing for decision maker to achieve the goal of “just in time” supply and inventory control.

第一章 序 論 1
第一節 研究背景及動機 1
第二節 研究目的 3
第三節 研究架構 5
第二章 文獻探討 6
第一節 顧客關係管理之理論基礎 6
第二節 資料倉儲的理論與應用 8
第三節 商業智慧 20
第三章 研究方法 39
第一節 研究流程 39
第二節 選擇與評估應用工具 48
第四章 實證研究與分析 50
第一節 研究環境與工具 50
第二節 資料預處理 50
第三節 系統建置 51
第四節 模型建立 57
第五節 結果與分析 63
第五章 結論與未來研究方向 73
第一節 結論與貢獻 73
第二節 未來研究方向 75
參考文獻 76

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