- 學位論文
支援技術與諮詢服務供應者營運之業務建議與個人化知識提供模式
An Integrated Model of Business Suggestions and Personal Knowledge Provision for Technology and Service Providers
摘要
近年來，企業體普遍面臨產業轉型及競爭環境變革等挑戰，唯有提昇本身之研發技術能力才能改善其經營體質，並需因應時代與市場改變而達成永續經營之理想。在中小型企業居多的台灣，多數企業體無充分能力與人力整合其相關技術資源；在企業本身研發經費、技術人才及管理能力皆有限之情況下，多數業者實需仰賴技術與諮詢服務供應者之技術支援，以委外方式或協同合作導入其科技研發或移轉技術成果，進而增強企業本身之競爭力。然而，對於技術與諮詢服務供應業者之研發人員與業務人員而言，不論於探索技術研發方向、尋找合作客戶及運用相關業務資訊（歷史資料過於龐大）等課題上，皆缺乏客觀之建議與有效地協助。因此，本研究乃根據此些營運議題，結合其此類業者之研發、契約資料及業務人員之潛在資料，進而建構「技術研發方向探索」、「重點客戶搜尋」及「個人特質探勘與知識提供」推論法則，以協助此類業者之營運需求。 於「技術研發方向探索」方法論中，本研究乃分析技術移轉、推廣等研發資料並建構相關資料模式，以擷取所需之技術資訊，發展「技術研發方向」之探索模式，以探索技術發展趨勢、技術投資效益及技術相關性，進而提供研發人員技術發展之建議。而在「重點/潛在客戶搜尋」方法論中，本研究乃分析客戶合作契約等資料，並擷取所需之客戶、契約資訊，進而建構「重點/潛在客戶」搜尋方法論，以協助業務人員延續客戶契約與開拓新客源。此外，本研究乃期望藉由「PDA（Personal Digital Assistant；PDA）使用者（業務人員）個人特質」之探索，發展PDA個人化加值服務之推論法則，以開發PDA之進階功能（適合且適量地授予相關資訊與知識），進而獲得、運用關鍵之業務資訊，並輔助業務推廣人員進行業務推廣之決策。本研究除發展模式與方法論外，並依此方法論建構一套「業務資訊管理」系統以進行案例驗證，從而確認方法論與技術之可行性。 整體而言，藉由此三個模式之整合與串連，以提供技術與服務諮詢供應者更為客觀、系統化、有效率之業務發展建議，除解決此類業者的營運瓶頸，而能有效達成扶植產業與企業體之目標與願景。
並列摘要
For most SMEs (Small and Medium-Sized Enterprises, SMEs) in Taiwan, in order to reduce the R&D (Research and Development, R&D) investment, the technology and service providers (TSPs) are required to provide technical services. Owing to high variety of industry development, the TSPs are dedicated to development of applied technologies. The operation purposes of TSPs are to provide customized services and technologies that meet the various client requirements and to improve capability of their clients via various projects. Previously, the technology development strategies are determined by domain experts or sales through trials and errors. However, the project history is usually too complicated for R&D engineers and sales to utilize for business promotion. Concerning operation characteristics of TSPs, this research develops technology mining, critical customer mining and profiling models based on the project history and user profiles. The proposed technology mining model focuses on exploring technologies with higher client demands and significant R&D returns so that the TSPs can effectively expand and continue their business. In the critical customer mining model, customers are clustered into critical and non-critical customers and the features of critical customers are extracted. By application of critical customer mining model, the TSPs can efficiently target the critical and potential customers. Furthermore, based on the profiling technique, the PDA (Personal Digital Assistant, PDA) ready knowledge and sales suggestions that fits user requirements is imported to the PDA through the personal computer. In addition to the proposed methodologies, a Web-based system, namely business information management system, is developed to evaluate the feasibility of the proposed models and techniques. As a whole, by application of the technology mining, customer mining and profiling models, effective R&D and sales suggestions (i.e. technology development and potential customer suggestions) and intelligent mobile KM (Knowledge Management, KM) technique can be provided to the TSPs for accurate business promotion.