網路型專家知識擷取系統之探索與實現

Retrieving System of Exploration and Accomplishment Based on Web-based Expertise: A Study of Retrieving Knowledge on Customer Relationship

翁健二(Chien-Erh Weng) ； 吳億修(Yi Siou Wu) ； 陳臆仁(Yi-Ren Chen) ； 蕭豪成(Hao-Cheng Siao)

《2008資通技術管理與應用會議》 2008 (2008/12) Pp. 21-37

https://doi.org/10.29649/ZTJSGL.200812.0021

摘要

彼得‧杜拉克說：「知識就是力量，這就是為何以往擁有知識者常試圖保密知識的緣故。在後資本主義的社會裡，力量源自於傳遞資訊、讓資訊有生產力，而不再源自於隱暪資訊」。如今，知識成為企業成功的必備要素，如何取得、保存、利用知識，當然也成為企業的管理重點。
本研究透過問卷收集的方式作為知識擷取的方法，並實際開發問卷系統，透過修正式德菲法、層級分析法及電腦網路的組合，來達到「以有效的方式擷取正確的知識」，開發新的網路型知識擷取系統。此系統改善傳統紙張式問卷收集方式，透過電腦及網路並配合免費的「自由軟體」，達到製作快速、填答方便、簡易管理、正確統計及節省成本。本系統設計的特色以擷取企業內部的專家知識為主要目標，採用免費的軟體作為架設的資訊基礎，且採用網路作為通訊介面，在問卷設計上則是使用修正式德菲法及層級分析法的結合為基礎。
在研究中，我們預計網路型知識擷取系統可達到以下目標：節省成本、電腦化問卷及群體學習。在節省成本上，系統的電腦化能有效的縮短時間及降低成本，免費的自由軟體則可省下軟硬體成本。電腦化問卷能達到「以有效的方式擷取正確的知識」的目標。有關群體學習，網路型知識擷取系統透過開放系統使每位使用者都能了解該問題的結果來修正自我的知識，並達到知識分享的用途。

關鍵字

知識管理 ； 層級分析法 ； 知識擷取 ； 修正式德菲法

並列摘要

Peter Drucker: ”Knowledge is power, which is why people who had it in the past often tried to make a secret of it. In post-capitalism, power comes from transmitting information to make it productive, not from hiding it.” Today, the knowledge become an essential element of business success, how to acquire, preserve, and use knowledge have became the focus of enterprises management.
This research used the questionnaire as a way of acquiring knowledge and developed actually the questionnaire system through modified Delphi method, analytical hierarchy process (AHP) and computer network in order to achieve effective way to retrieve the correct knowledge, and development of new Web-based knowledge acquisition systems.
The system improved the methods of traditional paper questionnaire. Moreover, the computer, Internet and free software were able to help the questionnaire return rapidly, respond conveniently, manage easily, statistic correctly, and cost economically.
The features of the system design were focused on capturing EK of the enterprises and used the free software as the foundation of the information infrastructure. Furthermore, Internet was used as a communications interface for the foundation. Both modified Delphi method and AHP were used as the theory to design the questionnaire.
In the research, we expect that the web-based knowledge capture system can achieve the following goals: saving costs, computerizing questionnaires and grouping learning. For the cost saving, the computerized system can be capable of reducing the time and costs effectively. Computerized questionnaires can achieve the goal of effective way to retrieve the correct knowledge. For group learning, web-based knowledge acquisition system can help each user to get a clear understanding result from the real problems and correct the results in order to achieve the purpose of sharing knowledge.

並列關鍵字

knowledge management ； analytical hierarchy process ； knowledge capture ； modified Delphi method