隨著知識經濟時代的來臨，「知識」已變成現今生產的主要關鍵要素，許多企業因此開始推動知識管理活動，以利組織可以快速接收及更新現有的市場資訊，進而達到組織績效的提升。故本研究認為，探討那些因素是影響推動知識管理活動後，提升組織績效的關鍵要素，是相當值得研究的議題。

首先，本研究藉由平衡計分卡所提出的四個構面(財務績效、顧客關係、內部流程、及學習與成長構面)，為企業推動知識管理活動績效評估之構面，並經由知識管理相關文獻的分析與彙整，擬定推動知識管理活動績效評估之二十項評估準則。再結合模糊理論、層級分析法與範圍分析法，建構推動知識管理活動績效評估模式，並以製造業及服務業相關業者為評估者，計算企業推動知識管理活動績效評估構面及其準則的相對權重值，同時進行各相對權重值之重要性比較。

本研究藉由群體協同評估的決策方式，探討企業推動知識管理活動績效評估模式的研究，研究結果顯示，製造業在推動知識管理活動績效評估時，最重視顧客關係，其次為財務績效、內部流程、及學習與成長；服務業之重視程度則依序為內部流程、顧客關係、學習與成長、及財務績效。根據本研究所提出的模糊評估模式及研究結果，期許能使管理階層更加瞭解推動知識管理活動後，組織提升績效之關鍵因素。

謝辭 i
摘要 ii
Abstract iii
目次 iv
圖次 vi
表次 vii
第一章 緒論 1
1.1 研究動機 1
1.2 研究目的 1
1.3 研究流程 2
第二章 文獻探討 4
2.1 知識管理活動 4
2.2 知識管理績效 5
2.3 平衡計分卡 6
2.3.1 知識管理與平衡計分卡關連性之研究 10
2.4 模糊理論之相關研究 12
第三章 研究方法 14
3.1 模糊集合理論 14
3.1.1 三角模糊數 14
3.1.2 語意變數 15
3.1.3 α-截集 15
3.1.4 模糊數運算 16
3.2 模糊層級分析法 17
3.2.1 層級分析法 17
3.2.2 模糊層級分析法 22
第四章 建立架構與資料分析 26
4.1 建立層級架構 26
4.2 評估構面與評估準則之操作性定義 29
4.2.1 財務績效 29
4.2.2 內部流程 30
4.2.3 顧客關係 31
4.2.4 學習與成長 32
4.3 資料蒐集與評量表設計 33
4.3.1 一致性檢定 33
4.3.2 基本資料分析 34
4.4 權重計算與評估結果 35
4.4.1 權重計算 36
4.4.2 評估結果 45
第五章 結論與建議 53
5.1 研究結果 53
5.2 管理意涵 55
5.3 後續研究與建議 57
參考文獻 58
附錄一 製造業評估者填答之模糊評估值 63
附錄二 服務業評估者填答之模糊評估值 65
附錄三 知識管理活動績效評估表 67

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