網際網路以及電子商務的盛行，使得顧客比傳統經濟模式下期望獲得更快速與高品質的諮詢服務，根據PwC Consulting 公司的調查，將近三分之一的受訪消費者認為和一間公司進行往來最重要的關鍵在於與該公司有良好的互動溝通管道，如此重要的訊息，企業不得不正視其重要性。
因此知識儲存管理推動的目的在於建立組織公司員工參與知識分享的機制與創新和集體創造的能力，動機在將散落於各處的知識加以整合創造更大的附加價值與效益。
概括而言，知識儲存管理的目的包括經驗傳承、誘發創新、降低營運成本、加快應變速度、滿足顧客需求、維持競爭優勢、組織重新定位等。創新實屬非常重要，應強調重複使用的概念，以及如何去滿足客戶、怎樣去解決問題，如何讓自己掌握競爭優勢，如此才能創造更多的經濟價值。利用知識儲存管理再加知識創新知識經濟，加以結合並擴張現存知識的能力，以在最短時間內提供客戶最佳的解決方案。
    知識代表資產及財富，也是建構企業恆久競爭優勢之一環。然而，在資訊爆炸的環境中，必須有效且確實將資訊轉化成知識，才可進一步地透過知識的使用，提出顧客以及企業的雙贏策略。
    因此，本研究透過所提出的知識導向的顧客關係管理的架構，針對知識的創造、獲取、管理的前置處理加強探討，希望在顧客關係管理之中導入知識管理的因子，利用最終所萃取出來的知識，應用到顧客關係的管理，回饋顧客群，提供顧客快速且高質感的服務，藉以維持顧客的忠誠度以及吸引新的客源，提升企業的競爭優勢，創造企業的財富，確保企業的利基市場。

Internet and E-Commerce of widely accepted, than the traditional economic mode make the customer descend to expect to acquire sooner and soon and high-quality consultation service, according to the inquisition of the company of PwC Consulting, nearly 1/3 is visited consumer to think to carry on the most important key of contacts to lie in having good interaction with that company to communicate piping with a company, thus important message, the enterprise have to face its importance.
So the knowledge store management the purpose of promotion to lie in establishment to organize the employee of the company to participate the mechanism of the knowledge sharing and the ability of the innovation and collective creation, the motive is everywhere willing be scattered in of the knowledge take in to integrate to create larger additional value and benefit.
Generalize and talk, the purpose of management of the knowledge store includes experience to spread to accept, induct innovation, reduces an operating cost, speeds contingency speed, satisfies a customer need, maintains competitive advantage, organizes to relocate...etc. The innovation is in really count for much, should emphasize the concept of repetition usage, and how go to satisfy customer, how resolve a problem, how let oneself control competitive advantage, thus can create more economy value. Make use of a knowledge store's management to add again the knowledge creative knowledge-based economy, take in to combine and extend the ability of existing knowledge to provide the customer with the best solution in most a short time.
     The knowledge represents property and wealth, also is to construct one wreath of the enterprise endurable competitive advantage. However , have to effectively and really convert information in the information the explosion of the environment knowledge, just can the further is through the usage of knowledge, the double which puts forward customer and enterprise wins strategy.
     Therefore, this research leads to through the knowledge put forward of the structure of management of the customer relation, aim at the creation of knowledge and obtain, manage of ago place a processing to strengthen a study, hope to duct into knowledge a management in the customer the relation the management of factor, make use of final knowledge extracted, apply to the management of customer relation, give something back to a customer base, provide customer the service of the fast and high texture, by with maintenance customer of loyalty and attract a new customer, promote the competitive advantage of enterprise, create the wealth of enterprise, insure the rich market of enterprise.

致謝
中文摘要
英文摘要(Abstract)
第一章 緒論 -------------------------------------    1
1.1 研究背景與動機----------------------------    1
1.2 研究目的 ----------------------------   2
1.3 研究方法與步驟-----------------------------    4
第二章 文獻探討 --------------------------------    6
2.1 知識儲存管理與應用-------------------------   6
2.2 知識儲存的加工與提煉--------------------------   7
   2.2.1 知識正確性方便性的提升---------------   7
   2.2.2 知識儲存管理價值的提升---------------  7
2.3 獲取知識的種類----------------------------  8
   2.3.1 內部關聯型知識-------------------------  8
   2.3.2 方位型知識--------------------------  8
   2.3.3文法型知識--------------------------  8
2.4 知識儲存管理發展的困難----------------------------  9
   2.4.1知識管理的代價高昂-------------------------  9
   2.4.2有效的知識管理需要人員和技術的結合-------    9
   2.4.3知識管理需要知識管理者----------------   10
   2.4.4知識管理受益於實事求是及市場---------------   10
   2.4.5分享和利用知識往往是不自然的行為--------------   11
   2.4.6知識管理意味著改進知識利用過程----------------   11
   2.4.7知識使用剛剛開始--------------------------   12
   2.4.8知識管理永無止盡--------------------------   12
2.5 知識管理的迷思--------------------------- 13
   2.5.1知識管理供需失調-------------------------   13
   2.5.2知識容易過時、無法即時傳達------------------   14
   2.5.3無法解決實際問題或發揮效用-------------------   14
   2.5.4知識管理中不正確的做法、不正確的形式------   14
   2.5.5知識管理傳遞不切實用---------------------   14
   2.5.6使用率低的知識庫--------------------   15
   2.5.7無法有效擴散、傳播、分享--------------   15
第三章 研究架構 --------------------------   16
3.1 研究方法探討------------------------- 16
3.2 知識與知識庫的建立 -------------------------  16

3.3 粗糙集理論的基本概念 ---------------------------   17
3.4 建立知識、知識庫與粗糙集理論間的架構----------------  18
3.4.1 知識架構-----------------------------  18
3.4.2 知識庫架構-------------------------  19
3.4.3粗糙集理論在知識與知識庫中的運用-------------  20
第四章 領域研究分析--------------------------  22
4.1 虛擬公司知識的特性分析 -----------------------   22
4.2 知識庫的主要功能分析 ------------------------   24
4.3 使用知識管理之工具評估 ------------------------   28
第五章 相關研究探討 --------------------------  30
5.1 電子商務企業並還沒有準備好--------------------  30
5.2 一般企業在信息管理和知識庫管理方面---------------  32
5.3消費者個人對知識庫管理認知的不完善---------------  34
第六章 結論與建議-------------------------------  36
6.1 結論----------------------------------  36
6.2 建議-----------------------------------40
參考文獻 -------------------------------------------  41
附錄一：台積電的知識管理------------------------------  48

附錄二
英文論文稿The intelligence storage research of 
the knowledge anagement------------------------ 58

圖表目錄
圖表一  知識來源 -----------------------------  8
圖表二  供需失衡 --------------------------- 13
圖表三  資訊系統表 ---------------------------- 17
圖表四  知識架構圖--------------------------------18
圖表五  知識庫實施方式 ----------------------- 19
圖表六  粗糙集理論在知識與知識庫中的運用 --------------- 20
圖表七  粗糙集理論的理想值域 ----------------------- 21
圖表八  知識庫的儲存與備份 ----------------------- 25
圖表九  知識庫分享 --------------------------- 27
圖表十  知識管理網路 ------------------------------- 28
圖表十一 個人知識庫管理流程 --------------------------  31
圖表十二 一般企業在知識庫管理貧乏的情形 --------------  33
圖表十三 顧客導向型之企業流程圖 -----------------------  37
圖表十四 知識的靈活運用 --------------------------  38

1.  Employee Knowledge Sharing Capabilities in Public &  Private Organizations: Does Organizational Context Matter?
Soonhee Kim; Hyangsoo Lee;
System Sciences, 2005. HICSS '05. Proceedings of the 38th Annual Hawaii International Conference on
03-06 Jan. 2005 Page(s):249a - 249a 
Digital Object Identifier 10.1109/HICSS.2005.234  

2.  Contract quality management decision support system: a knowledge sharing model
Shehane, R.F.;
SoutheastCon, 2005. Proceedings. IEEE
8-10 April 2005 Page(s):406 - 414 
Digital Object Identifier 10.1109/SECON.2005.1423279  

3.  A Web-based bookmark tool with ontological approach for knowledge sharing of special interest groups
Yang, J.T.D.; Wu Lin Lee; Chun-Yen Tsai;
Advanced Information Networking and Applications, 2005. AINA 2005. 19th International Conference on
Volume 2,  28-30 March 2005 Page(s):271 - 276 vol.2 
Digital Object Identifier 10.1109/AINA.2005.73  



4.  An Exploratory Study on Knowledge Sharing in Information Retrieval
Xiangmin Zhang; Yuelin Li;
System Sciences, 2005. HICSS '05. Proceedings of the 38th Annual Hawaii International Conference on
03-06 Jan. 2005 Page(s):245c - 245c 
Digital Object Identifier 10.1109/HICSS.2005.91  

5.  Motivation factors that make knowledge workers share their tacit knowledge in universities: an empirical research
Ning Ye; Fan Zhi-Ping; Feng Bo;
Services Systems and Services Management, 2005. Proceedings of ICSSSM '05. 2005 International Conference on
Volume 2,  13-15 June 2005 Page(s):923 - 927 Vol. 2 
Digital Object Identifier 10.1109/ICSSSM.2005.1500126  

6.  Study of knowledge sharing and strategy in enterprise knowledge management
Liping Sui; Rong-Jou Yang;
System Theory, 2005. SSST '05. Proceedings of the Thirty-Seventh Southeastern Symposium on
20-22 March 2005 Page(s):336 - 340  

7.  A Model for Secure Knowledge Sharing
Ahmad, I.; Hong Tat Ewe;
Information Technology and Applications, 2005. ICITA 2005. 


Third International Conference on
Volume 2,  4-7 July 2005 Page(s):421 - 425 
Digital Object Identifier 10.1109/ICITA.2005.26  

8.  Theorizing, Measuring, and Predicting Knowledge Sharing Behavior in Organizations - A Social Capital Approach
Chay Yue Wah; Loh, B.; Menkhoff, T.; Evers, H.;
System Sciences, 2005. HICSS '05. Proceedings of the 38th Annual Hawaii International Conference on
03-06 Jan. 2005 Page(s):252b - 252b 
Digital Object Identifier 10.1109/HICSS.2005.622  

9.  The Influence of Incentives and Culture on Knowledge Sharing
Muller, R.M.; Spiliopoulou, M.; Lenz, H.-J.;
System Sciences, 2005. HICSS '05. Proceedings of the 38th Annual Hawaii International Conference on
03-06 Jan. 2005 Page(s):247b - 247b 
Digital Object Identifier 10.1109/HICSS.2005.599 

10.  Improving the IEC table for transformer failure diagnosis with knowledge extraction from neural networks
Miranda, V.; Castro, A.R.G.;
Power Delivery, IEEE Transactions on
Volume 20,  Issue 4,  Oct. 2005 Page(s):2509 - 2516 
Digital Object Identifier 10.1109/TPWRD.2005.855423  


11.  Are artificial neural networks white boxes?
Kolman, E.; Margaliot, M.;
Neural Networks, IEEE Transactions on
Volume 16,  Issue 4,  July 2005 Page(s):844 - 852 
Digital Object Identifier 10.1109/TNN.2005.849843  

12.  Agent-based evolutionary approach for interpretable rule-based knowledge extraction
Hanli Wang; Kwong, S.; Yaochu Jin; Wei Wei; Kim-Fung Man;
Systems, Man and Cybernetics, Part C, IEEE Transactions on
Volume 35,  Issue 2,  May 2005 Page(s):143 - 155 
Digital Object Identifier 10.1109/TSMCC.2004.841910 

13.  Guest Editorial Special Issue on Knowledge Extraction and Incorporation in Evolutionary Computation
Jin, Y.;
Systems, Man and Cybernetics, Part C, IEEE Transactions on
Volume 35,  Issue 2,  May 2005 Page(s):129 - 130 
Digital Object Identifier 10.1109/TSMCC.2004.842035  

14.  Learning and Knowledge Extraction from a Potential Based Neural Network
Valova, I.; Georgiev, G.; Gueorguieva, N.;
Digital Avionics Systems Conference, 2005. DASC 2005. The 24th
Volume 2,  30-03 Oct. 2005 Page(s):8.D.4-1 - 8.D.4-13  


15.  Cleavage knowledge extraction in HIV-1 protease using hidden markov model
Jayavardhana Rama, G.L.; Palaniswami, M.;
Intelligent Sensing and Information Processing, 2005. Proceedings of 2005 International Conference on
4-7 Jan. 2005 Page(s):469 - 473 

16.  Analysis of substation data for knowledge extraction
Hor, C.L.; Crossley, P.A.;
Power Engineering Society General Meeting, 2005. IEEE
June 12-16, 2005 Page(s):9 - 16 

17.  Extracting knowledge from substations for decision support
Ching-Lai Hor; Crossley, P.A.;
Power Delivery, IEEE Transactions on
Volume 20,  Issue 2,  Part 1,  April 2005 Page(s):595 - 602 
Digital Object Identifier 10.1109/TPWRD.2004.838515   

18.  Extracting social knowledge in the intelligent conversational channel for agent communication
Syed Mustapha, S.M.F.D.;
Advanced Information Networking and Applications, 2005. AINA 2005. 19th International Conference on
Volume 2,  28-30 March 2005 Page(s):733 - 738 vol.2 
Digital Object Identifier 10.1109/AINA.2005.180


19.  http://www.weaver.com.cn/chinese/news/search.asp#。

20.  Presentation : E-Synergy in Weaver.ppt。

21.  Executive Yuan Taiwan, R. O. C. Council for Economic  Planning and Development, Challenge2008-National Development Plan, May 31, 2002.

22.  Stone, M., and C. Yau, 2002, Information Technology and BroadcastingBureau, 【on line】, Available：
http://www.info.gov.hk/digital21/eng/e-gov/e_ch00.htm【Feb. 14.2003】.

23.  Hedlund Gunnar（1994）,”A Model of Manangement and the N-Form Corporation”, Strategic Management Journal, Vol, 15

24.	Nguyen S H, Nguyen H S, 1998, Pattern Extraction From Data. Fundamenta Informaticae Nguyen S H, Skowron A, 1995, Quantization of Real Value Attributes-Rough

25.  Set and Boolean Reasoning Approach. Proc of the Second Joint Conference on Information Sciences

26.  B. Walczak, D.L. Massart, 1999, Rough sets theory. Chemometrics and Intelligent Laboratory Systems 47


27.  Bartezzaghi, E., M. Corso, and R. Verganti, (1997b), “Managing Knowledge in continuous product innovation, ” Proceedings 5th International Product Development ManagementConference, ELASM, Como.

28. 方世傑，〈知識經濟、產業創新政策與國際競爭力〉，
《科技發展政策報導》，SR8812（民88 年12 月）

29. 杜拉克等著；張玉文譯，《知識管理》，臺北市：天下
遠見，民89。
30. 勤業管理顧問公司著；劉京偉譯，《知識管理的第一本
書》，臺北市：商周出版，民89。
31. 大衛．J 斯卡姆著；王若光譯，《知識網路-明天的工具》，
瀋陽：遼寧畫報出版社，2000。
32. 尤克強，知識管理與創新（初版），天下文化， 2001。
33. 尤克強， 知識創造價值，遠見雜誌，1999。
34. 王如哲，知識管理的理論與應用－以教育領域極其革新為例，五南，2000。
35. 王如哲，知識管理與學校教育革新，國立台灣師範大學教育學系教育研究集刊，45，2000。
36. 何飛鵬，知識管理的第一步，商業周刊， 2000，頁17。
37. 陳順宇，2000，多變量分析，華泰書局。
38. 陳利銓，2002，以約略集合方法進行知識擷取。
39. 簡甫任、周天穎，2001，運用知識庫輔助遙測影像分類與土地利用變遷偵測模式建立之研究。