應用知識本體論於五金零售客戶訂購服務流程之研究

本研究以五金零售業客戶訂購服務流程為研究範圍，利用知識本體論(ontology)來建置知識庫，用於解決五金零售業客戶訂購服務流程的專業問題，藉由個案企業的客戶訂購服務流程資料以及擷取現場人員的工作經驗知識，獲取研究所需之相關資料。在系統建置上將運用知識本體論來彙整客戶訂購服務流程基本步驟應有的知識內涵與知識間相互的關係，再搭配知識本體編輯器Protégé以框架式的圖形與樹枝圖來呈現，讓我們可以清楚的了解知識本體的結構，並協助個案企業建置更加完善的知識管理系統。

Keywords

知識本體論；五金零售；客戶訂購服務流程； Protege

Parallel abstracts

This research takes the customer ordering service process of the hardware retail industry as the research scope. Based on the customer order service process data of the case company and the experience knowledge of the field personnel, the knowledge ontology is used to construct a set of knowledge blueprints. Together with the ontology editor Protégé, it is presented with framed graphics and tree branches. Let us clearly understand the structure of the ontology of knowledge, and use it to establish a knowledge management system based on the ontology to assist the individual enterprise to establish a more complete learning and management method.