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研究生:張正裕
研究生(外文):Cheng-Yuh Chang
論文名稱:連結知識流程與市場導向顧客中心評價之研究-個人數位助理軟體產品電子市集之個案觀察與分析
論文名稱(外文):Linking Knowledge Processes with Market-Driven, Customer Centric Valuation — Observation and Case Analysis from PDA Software e-Marketplaces
指導教授:黃申在黃申在引用關係
指導教授(外文):Shen-Tzay Huang
學位類別:碩士
校院名稱:國立屏東科技大學
系所名稱:資訊管理系
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2002
畢業學年度:90
語文別:英文
論文頁數:65
中文關鍵詞:知識管理知識評價知識流程知識淬取品質機能展開法軟體品質需求
外文關鍵詞:Knowledge ManagementKnowledge ValuationKnowledge ProcessKnowledge ExtractionQFDSoftware Quality Requirement
相關次數:
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在知識管理概念體系下,知識管理流程與知識淬取技術之成效對於知識使用者本身能否提供附加價值是極重要而關鍵之議題,且其最終仍必須與市場力量、顧客回饋、知識評價等相關企業議題做整合與連結。在商品經濟市場上,如何定義與評估知識消費者之主觀認知觀感是一項複雜且重要之工作。電腦軟體產品尤其是套裝軟體組件(COTS,Commercial Off-The-Shelf)為典型之知識密集商品,其亦直接面臨上述之議題。本研究提出一個整合性架構與兩階段式方法,包含了知識淬取與聚集以及主客觀整合評價模式。透過品質機能展開法(Quality Function Deployment)整合顧客回饋進入知識生產之流程,並以在網際網路電子市集交易之個人數位助理軟體產品相關顧客回饋資訊作為整合架構之實務個案分析與驗證。
本研究之貢獻在於提出一個整合性架構與兩階段系統化方法,提供市場導向、顧客中心式的知識產品評價與知識流程及技術之整合與連接。在客觀之內部評估準則固定原則下,以個人數位助理六項主要軟體分類為例,整合市場驅動之顧客中心評價,分析知識產品市場之知識產品特性與差異性。最後以實證研究經驗為基礎,對於資料蒐集、分析、知識淬取、知識技術應用等議題彙整進一步自動化之建議,也據以對未來研究提出顧客回饋分類與長期時間結構變化之議題探討。
As the existence of value-addition is the key for efforts of knowledge management processes and extraction techniques, it is inevitable for them to ultimately link with aspects of business issues such as market forces, customer voices and knowledge valuation etc. This is particularly true and complicated in the context where identification and judge of value are subject to knowledge consumers’ perception in commodity economy. Software products, especially COTS (Commercial Off-The-Shelf) software, as typically knowledge intensive commodity, have confronted such issues. This exploratory research proposes an integration framework and a two-phase method, consisting of first knowledge extraction and aggregation and then weighted mix of objective and subjective valuation, to mediate customer voices with knowledge processes via QFD (Quality Function Deployment) methodology, and tests empirically against component-based PDA (Personal Digital Assistant) commodity software transacted over Internet e-marketplaces.
Findings and contributions of this preliminary work first include a framework and a feasible systematic two-phase method for linking and integrating knowledge processes and techniques with market-oriented customer-centric knowledge product valuation. Secondly, with a set of subjective internal valuation criteria given and fixed, six categories of PDA software products, with aggregated market-driven customer-centric valuation, are analyzed into patterns of characteristics suggesting existence of differentiated markets of knowledge products. Third, experiences in this empirical test also suggests concrete directions for automation in data collection, analysis, knowledge extraction, and applications of knowledge techniques, and also issues for further research such as categorization and chronic structural changes in customer voices.
Abstract.......................................................I
Acknowledgements..............................................IV
Table of Contents..............................................V
List of Figures..............................................VII
List of Tables..............................................VIII
1. Introduction................................................1
1.1 Background and Motivation..................................1
1.2 Research Objectives........................................4
1.3 Research Process...........................................5
1.4 Organization of the Thesis.................................5
2. Literature Survey...........................................7
2.1 Knowledge Management.......................................7
2.1.1 Knowledge Processes......................................8
2.2 COTS-Based System Approach................................10
2.2.1 The Component-based Software Engineering (CBSE) Process.12
2.3 COTS Software Quality.....................................14
2.3.1 McCall’s Quality Factors...............................15
2.4 Quality Function Deployment...............................17
2.4.1 The Process of QFD......................................18
2.4.2 The QFD House of Quality................................21
2.4.3 Affinity Diagram........................................23
2.5 Text Based Knowledge Extraction...........................26
3. Research Approach..........................................28
3.1 Research Framework........................................28
3.2 Steps for Knowledge Quality Factor Requirement
Extraction................................................30
3.3 A Conceptual Algorithm for Knowledge Quality Factor
Requirement Extraction and transformation.................32
4. Empirical Investigation....................................36
4.1 Why Component-based PDA Software?.........................36
4.2 Data Collection and Sampling..............................39
4.3 Data Analysis.............................................40
4.4 Linkage via QFD Method....................................42
4.5 Summary of Results and Discussion.........................45
5. Conclusions................................................48
5.1 Research Conclusions......................................48
5.2 Research Contributions....................................49
5.3 Research Limitations......................................50
5.4 Future Research...........................................51
6. Bibliography...............................................52
Appendix A. The Empirical Data of Sampling....................56
Appendix B. The House of Quality of Six Categories............59
Biography.....................................................65
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