國內許多企業在面臨產業競爭的壓力下，開始進行知識管理(Knowledge Management)機制的建立，紛紛針對公司內部應如何推動知識管理及採用何種進行方式展開研究；然而許多學者對於知識管理之研究架構及其包含的活動項目有不同的見解，對於影響推動知識管理之因素亦不盡相同看法；此外，目前國內成功實施知識管理的企業並不多，大家耳熟能詳的案例多半以高科技產業或顧問業為主，但是本研究認為所有產業都可以透過有效之知識管理，來提升企業之競爭力。
有鑑於此，本研究採個案研究法進行，在研究設計上採單一個案設計，透過深度訪談的方式進行資料的搜集，在研究過程中，研究者共訪談了個案公司「高都豐田汽車公司」8 位同仁，訪談後將訪談內容轉錄為逐字稿進行分析，深入瞭解個案公司為何需要知識管理？如何推動知識管理工作？建立那些知識管理活動？何時開始推動知識管理？運用何種資訊技術等；並運用現行文獻之架構進行分析，以做為日後相關企業推行知識管理之研究參考。

Many domestic enterprises begin to set up the knowledge management mechanism under the industry pressure, and start researching about stage-by-stage procedures of knowledge management. Many scholars have proposed different kinds of knowledge management frameworks and activities for different industries. Besides frameworks, their academic opinions on essential factors of knowledge management are diverse. Successful cases for knowledge management mainly focus on industries of high-technology and consultancy. Thus at this moment, in Taiwan, not too many enterprises successfully put knowledge management mechanism into practice.

Through designing and carrying out the knowledge management mechanism, this study tried to explain effective knowledge management may upgrade business competitiveness. The study is a qualitative research and case study and in-depth interview were employed as main parts of its methodology. In the process of the study, the author interviewed with eight co-researchers in Kao-Du Toyoto Motor Company. After the interviews, the author coded the tapes into Word processor files and then analyze transcripts data. In order to study the procedure for KM, some major issues are also delineated and being taken into consideration in this research as follows: (1) basic frameworks; (2) significant factors; (3) motivation; (4) processes; (5) multiple activities; (6) utilization timing; and (7) information technology. Based on deliberate literature review and case study, in the end, this study offered its analyses and suggestions for enterprises carrying out knowledge management.

第一章 緒論…………………………………………………………………1
第一節 研究背景……………………………………………………………1
第二節 研究動機……………………………………………………………2
第三節 研究目的……………………………………………………………2
第四節 研究方法與步驟……………………………………………………3
第二章 文獻探討……………………………………………………………4
第一節 知識管理相關議題…………………………………………………4
第二節 汽車銷售相關議題…………………………………………………16
第三章 研究設計……………………………………………………………20
第一節 研究方法……………………………………………………………20
第二節 研究步驟……………………………………………………………20
第三節 研究對象……………………………………………………………21
第四節 深度訪談問題設計…………………………………………………23
第四章 個案研究與分析－高都豐田汽車公司……………………………24
第一節 個案研究……………………………………………………………24
第二節 知識管理之動機分析………………………………………………38
第三節 知識管理之類型與架構分析………………………………………43
第四節 知識管理之優劣勢分析……………………………………………47
第五節 知識管理推行過程中之困難………………………………………48
第六節 研究其他發現與討論………………………………………………81
第五章 結論與建議…………………………………………………………84
第一節 結論…………………………………………………………………84
第二節 建議…………………………………………………………………87
第三節 研究貢獻……………………………………………………………88
第四節 研究限制與後續研究………………………………………………89
參考文獻 ………………………………………………………………91

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