摘要
近年來PVC地板的使用在全世界廣受歡迎，其產品多樣化、簡易安裝、物美價廉、環保再生、應用廣泛等特性使其已經普遍替代了木質及瓷磚地板，成為裝修地面材料之首選。其中產品多樣化的特性更是主要吸引消費者之原因，產品多樣化之主因是由於彩膜，彩膜為PVC地板內層中的印刷層，顧名思義即為印刷而成，故顏色樣式與材質搭配可達上千種，而彩膜之樣式與成品製造，主要都是由供應鏈上游之印刷廠提供。然而客戶需求與樣式的多樣化，往往造成了許多問題，尤其是客戶、經銷商、製造商與印刷廠之傳遞訊息與反應之能力。本研究選定的案例以F製造商為例，進一步說明產業狀況，首先客戶將需求告知PVC地板經銷商，經銷商經彙整資料後以文字或電子圖檔敘述等內容，藉由電子郵件方式傳遞需求給F製造商，但時常會有描述不明確或表達方式不一樣的狀況發生，如此情形，F製造商不僅需反覆詢問與確認PVC地板經銷商所提供客戶之需求，同時也可造成上游印刷廠提供錯誤的樣板資訊，以致不斷重複與經銷商和印刷廠之作業流程，最後因無法在有期限內回覆PVC地板經銷商之需求訊息，造成顧客工程建案延期或流標等情形。
因此本研究希望藉由推動知識管理專案，使F製造商之業務部門已文件化之知識文件有效地分類與編碼命名，方便同仁有效查詢、取得，接下來利用鼓勵與獎勵的機制促使人員知識分享、知識文件累積，最後透過定期舉辦閱讀KM文章活動，提升知識文件再利用，此專案推行以增加業務部門整體知識內涵。同時搭配決策樹支援建構以解決快速回覆個案之需求，業務部門將彩膜樣式圖檔，以木材與石材樣式，進行屬性分類、分類規則以繪製決策樹，最後依客戶需求得以決策結果，以達到縮短回覆PVC地板經銷商的時間。

關鍵詞：知識管理、知識分享、知識再利用、決策樹

ABSTRACT
In recent years, the use of PVC floor has been overwhelming all over the world. Owing to Its product diversity, easy installation, inexpensiveness, environmentally friendly and wide range of applications have made it a universal replacement for wood and tile floors, making it the first choice for decoration flooring materials. Among them the product’s diversified characteristic is the main reason for attracting consumers. The main reason for product’s diversification is the color film, which is the printing layer in the inner layer of the PVC floor. It is printed film, so that the color style and material match thousands of types. The patterns of the print film and finished products are mainly provided by printers. However, the customer’s needs for diversified styles often causes many issues, especially the respondent ability, through customers, distributors, manufacturers and printers.
This case studies of F manufacturer as an example to further explain the industrial situations. First, the customer requests the PVC flooring dealer and the dealer sorts the needs of information. After that the dealer uses words or pictures to describe the needs via E-mail to the F manufacturer, but often there are situations where the description is not clear, or the expression is different. In this case, F manufacturer not only needs to inquire repeatedly and confirm the needs, but also the printers provide the incorrect information. Therefore, the operation process between the PVC floor dealers and printers is continuously repeated. In the result of the inability to respond the needs of PVC floor dealers within a time limit, causing customer’s construction projects postponed or failed.
Therefore, this study is implemented the knowledge management project into the F manufacturer's sales department, so that its own documented knowledge files can be effectively classified and coded. The workers can look for and obtain them effectively. Using the mechanism of encouragement and reward to promote the knowledge sharing and accumulate knowledge files. Lastly, holding the reading of KM articles activity regularly to enhance the knowledge reuse. This project is carried out to increase the overall knowledge content in the sales department. Meanwhile, with the support of decision tree to solve the needs of quick response cases, and the sales department will classify the print film’s attributes and rules to develop the decision trees based on wood and stone patterns to shorten the time for the PVC floor dealers.

Keywords: Knowledge Management, Knowledge Sharing, Knowledge Reuse, Decision Tree

目錄
摘要..............................................................I
ABSTRACT........................................................II
目錄.............................................................IV
圖目錄...........................................................VI
表目錄.........................................................VIII
第一章、緒論......................................................1
1.1研究動機與目的..................................................1
1.2研究步驟.......................................................4
第二章、文獻探討...................................................6
2.1組織知識.......................................................6
2.2知識轉移.......................................................9
2.3知識分享......................................................12
2.4決策樹........................................................14
2.5文獻探討總結..................................................16
第三章、研究方法..................................................19
3.1知識管理—專案整體架構..........................................19
3.1.1既有知識文件定義/盤點........................................20
3.1.2知識文件累積................................................21
3.1.3知識文件再利用..............................................22
3.2決策樹建構....................................................23
第四章、個案研究—知識管理環境建構..................................25
4.1個案F製造商介紹................................................25
4.2現況說明......................................................25
4.3 改善方法.....................................................28
4.3.1知識管理推動小組.............................................30
4.3.2知識文件類別與編碼...........................................31
4.3.3知識文件分級與審核...........................................39
4.3.4知識文件再利用...............................................49
4.3.5知識管理獎勵機制的效益.......................................53
第五章、個案研究—決策樹支援模型建構................................54
5.1現況說明......................................................54
5.2改善方法......................................................55
5.2.1決策樹木紋建構...............................................58
5.2.2決策樹石紋建構...............................................65
5.2.3搜尋彩膜以橡木為例...........................................71
5.2.4搜尋彩膜以大理石為例.........................................72
5.2.5決策樹的效益................................................73
第六章、結論與未來展望............................................74
6.1結論..........................................................74
6.2未來展望......................................................75
參考文獻.........................................................76
附錄A、樣品需求填寫表.............................................78
 

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