知識管理提升企業協同合作研究－食品貿易商與通路商

The Study on Knowledge Management to the Promotion of Enterprise Collaborative Cooperation for Food Trader and Distributor

張柏承(Po-Cheng Chang)

指導教授 ： 羅啟源

國立臺北科技大學/管理學院/工業工程與管理研究所/碩士(2008年)

摘要

在台灣，貿易商在產業中佔有相當重要的角色，過去的貿易商僅具有單純的進出口功能，現在的貿易商已經可以替品牌商評估與選擇代工廠，甚至已經自行設立加工廠，由此代表貿易商已經具有全球運籌的能力。
因此，如何透過實証研究的方式整合知識管理的各種特性以及企業協同商務合作的各個構面來瞭解該產業的服務品質及服務品質、顧客滿意度、忠誠度以建構知識價值對企業協同商務合作兩者間的動態關係，幫助企業能同時以質性與量化的觀點來了解及預測知識管理的運作情況與績效，以提升協同商務合作的活動，創造最大之企業知識價值。
在架構中主要分成兩大主軸，知識管理及協同商務合作，配合專家訪談所得的結果，透過問卷瞭解該產業需要的專業知識及豐富的實務經驗，並精確地評量食品貿易的發展狀況以及不同的發展狀況詳加說明及解釋。
本研究的發現如下：
1. 在知識管理方面，通路業者對於貿易公司服務的專業知識整體而言是滿意的，但是貿易公司必需要加強服務的品質，以提高客戶的滿意度，否則高的忠誠度也可能會降低，在提昇知識價值部份，首先要先建立好企業形象及強化專業技術能力。
2. 在協同商務合作方面，「企業形象」、「技術品質」與「便利性」對整體顧客滿意度有顯著影響，合作的部份，應以專業技術為基礎，強化個別化服務，因為進口商服務大部份都是制式及標準化的，每個顧客所收到的專業性的品質都是一致的。

關鍵字

知識管理 ； 協同商務合作 ； 顧客滿意度

並列摘要

In Taiwan, the trader occupied quite important role in the industry. The trader only had a simple imports and exports function in the past, now the trader can assess and choose factory for the local distributor already, even set up a processing factory instead. Therefore, the trader has the ability of global logistic by oneself already.
Thus, how to integrate various kinds of characteristics of knowledge management and aspects of enterprise collaborative commercial cooperation to understand the service quality, customer satisfaction and loyalty via the method of demonstrative research to build up the dynamical relation relationship between knowledge management and enterprise collaborative commercial cooperation, and help enterprises to understand and predict the operation situations and performances of knowledge management with the view of quantification and qualification in order to the activities of collaborative commercial cooperation and create maximum
enterprise knowledge value.
There are two main majors in the structure, knowledge value measurement and in coordination with commercial cooperation, to know the professional knowledge and abundant practice experience of industry via the investigation from the result with the income of expert's interview, and the statement of the development of food
trading and different situations with the precise evaluation.
The conclusion of the study is as follows:
1. In knowledge value measurement, the distributor is satisfying the trader with the service of professional knowledge, but the trading company must enhance the quality of the service in order to improve the customer satisfaction, otherwise the high loyalty may be reduced. In promotion of value of knowledge, set up good enterprise image and strengthening professional technique ability is first step.
2. In the collaborative commercial cooperation respect, the customer satisfaction has the influence in the enterprise image, technological quality and customer satisfaction. In cooperative part, should be based on professional technique and individual service strengthened since it is standard for the importer serves
generally, and all the same for each customer.

並列關鍵字

knowledge management ； Commercial Collaborative Cooperation ； Customer satisfaction

參考文獻

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【29】蔡志明，「知識擴散模式之於知識價值與企業利益之相關性研究」，國立成功大學工業管理科學系博士論文，2004

【33】楊哲彥，「協同式知識管理系統架構之設計」，國立成功大學製造工程研究所碩士論文，2002

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