隨著筆記型電腦及手持裝置的普及,穩定及安全的企業級無線網路系統已經成為企業資訊策略非常重要的一個環節,目前市售上有各家品牌的企業無線網路解決方案,但是各個品牌的解決方案都各有各自的特色。更因目前無線網路系統的功能涵蓋廣泛,從AP、控制器、Switch、驗證系統與網管系統,功能多樣化且複雜,產品知識不足或資淺的業務人員,在面對客戶所提出的需求時,很難立即建議適合的解決方案提供客戶選擇。另一方面,資深業務人員的知識與經驗,雖然能夠協助資淺業務人員熟悉產品與因應客戶需求,卻不容易在短時間內傳承。本研究之目的即應用本體論方法,擷取資深業務人員的產品知識與銷售經驗,建立無線網路產品與客戶需求的本體論。透過此一本體論可以協助業務人員進行銷售訪談,並依客戶需求建議適合的解決方案。由本體論中亦可抽取出與顧客需求相關之層級分析法(AHP)決策架構,經由詢問客戶之權重偏好,確認各項評估準則的重要性佔比,進而推薦最適合客戶的方案。本研究以一醫療單位之無線網路系統需求的實際案例,來展示本研究所提方法之可行性。
With the popularity of notebook computers and handheld devices, stable and secure enterprise-level wireless network systems have become a very important part of corporate information strategy. Currently, there are various brands of enterprise wireless network solutions on the market.A wireless network system, contains various and complicated functions, including AP, controller , switch authentication systems and network management systems. Such product complexity generally creates difficulties to fresh sales representatives, own insufficient product knowledge ,when responding to the demands of customers and unable to suggest suitable solutions to customers promptly.On the other hand, the knowledge and experience of senior sales representatives, though valuable to assist the junior personnel to familiarize themselves with the products, is not easy to pass on in a short time.The purpose of this research is to apply the ontology methodology, retain the product knowledge and sales experience of senior sales representatives Knowledge of wireless network products and customer demands needs are modeled in a proprietary otology. This ontology can assist sales representatives in during sales interviews to induce customer demands and then suggest suitable solutions accordingly. The embedded analytic hierarchy process (AHP) decision-making structure in the ontology is further extracted for selecting the best solutions from the suggested alternatives. By asking the customer's preferences, the weighting of each evaluation criterion is confirmed, and then the best solution to customer is thus recommended. The feasibility of the proposed approach is demonstrated with a practical case that involves the implementation of a wireless network system at a medical center.