企業知識管理模型之建置-以信用卡授權作業為例

Enterprise Knowledge Management Model Establishment – A Case Study of Credit Card Authorization Process

廖河慶(Ho-Ching Liao)

指導教授 ： 王永心

大同大學/經營設計學院/資訊經營學系所/碩士(2009年)

摘要

在快速轉型發展的知識經濟體系環境中，確保持續競爭的根源在於知識。而金融業競爭激烈、知識密集、人員培養不易，對於金融從業人員專業的知識素質及訓練、知識分享、移轉及管理上的需求及重視顯得特別重要。本研究擬藉由CommonKADS的知識工程與管理方法論，針對金融領域專業的本質來做知識分析、發展與儲存，將內隱知識轉化成外顯知識，並使用統一塑模語言(UML)將相關知識圖形化。我們以信用卡授權作業為例，分析組織整體環境、萃取專家知識、經驗以建立專業知識的領域本體論(Domain Ontology)，再以領域知識專家所建立的本體庫(Ontology Base)，使用Protégé成熟且人性化的介面建置知識管理雛型並透過Plug-in來呈現及分享。所產生的系統雛型不但可作為一般人員與IT人員的溝通平台、基層新進人員或職務輪調時的學習平台，更可成為高階主管找尋競爭優勢或擬定未來發展方向及策略時最有力的工具。

關鍵字

知識管理 ； 本體論 ； 統一塑模語言 ； CommonKADS ； 信用卡授權作業

並列摘要

With the advent of the knowledge-based economy, knowledge has recently become the critical core capital. The financial industry is a knowledge-intensive industry where the competition is intense and the employee training is difficult so that the job training, knowledge sharing, transforming and management appear very important. Therefore, this study strives to analyze, develop and store knowledge of the financial domain expertise, and transform tacit knowledge into explicit knowledge by adopting the CommonKADS knowledge engineering and management methodology. We use credit card authorization process as an example to analyze organization environment, extract expert knowledge and experience, as well as establish the domain ontology. The ontology base established by the domain expert is then used to develop the knowledge management prototype and to present and share knowledge via the Protégé interface and plug-in. The resultant prototype system can be used as a communication platform between the IT personnel and non-IT personnel and as a learning platform for the novice. Furthermore, it can be a powerful tool to assist executives in pursuing the competitive advantage and drafting strategy or making decision.

並列關鍵字

Knowledge Management ； Ontology ； UML ； CommonKADS ； Credit Card Authorization Process

參考文獻

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