物流中心的規劃張家榮、林君萍、陳柏宏

國立雲林科技大學工業工程與管理技術系楊能舒

國立雲林科技大學工業工程與管理技術系教授林君維

國立雲林科技大學商業自動化中心主任

摘 要 物流中心的崛起，主要因素在於因應商業現代化過程為達降低物流成本及支援物流服務所產生。然而每一家現代化的物流中心，在基本機能達成之後，業者們為適應現今多變的社會環境，亦將物流中心的經營，不論在「作業經營」、「作業型態」甚至「服務對象」都朝向多元化的方向發展。 我們的研究方法是利用問卷資料和物流相關書籍，從基本的需求面開始，透過圖形的分析和比較，找出相關聯的項目，即可為有意投入物流市場的業者，著手規劃出一個完整的方案。keyword：物流中心、規劃、物流中心的規劃。

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提高揀貨作業效率之通道佈置規劃沈武賢

國立雲林科技大學管理研究所蘇純繒

國立雲林科技大學工業工程與管理研究所

中文摘要本研究旨在針對提高揀貨作業效率之通道佈置問題做一有系統之研究，發展一套決定橫向

通道數量的啟發式演算法，並以最短路徑之動態規劃模式，來求取最短揀貨行走距離，使得物流中心揀貨作業，能藉由儲區通道佈置的改善，進而達到縮短揀貨行走距離以提高揀貨作業效率。研究結果發現，在隨機儲存策略下，當訂單平均揀取品項數少或儲區為寬扁型之儲區型式時，才需藉由增加橫向通道來提高揀貨作業效率。而在訂單揀取品項數多或儲區為狹長型之儲區型式時，以傳統之佈置方式較佳，增加橫向通道反而會造成揀貨作業效率之降低。關鍵字：揀貨作業、通道佈置、物流中心

ABSTRACTThe methods of improving effectiveness of order picking can be found by planning of picking

routing and storage locations in previous research. However, the aisle layout can also significantly enhance the performance of order picking operations. This paper intends to develop an algorithm for planning the aisle layout of distribution center. The procedures of dynamic programming are adopted in the algorithm to decide picking routing. Under random storage policy, the simulation results show that the picking distance can be decreased by increasing the number of cross aisle only when the average number of items to be picked or the length-to-width ratio of storage area are small.Keywords: Order Picking, Aisle Layout, Distribution Center.

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電子標籤輔助揀貨軟體製作

林君維國立雲林科技大學工業管理系所 副教授

楊能舒國立雲林科技大學工業管理系所 教授王志銘、許恆泰、陳俊男、陳培如國立雲林科技大學工業管理系 學生

摘要本專題以”電子標籤”這一個新興的方式來探討揀貨作業的改善，利用雲林科技大學商業

自動化中心的硬體設備—包括整箱揀貨電子標籤、零星揀貨電子標籤、混合式揀貨電子標籤，目標為： 1. 製作電子標籤揀貨軟體程式。 2. 模擬不同型態的物流中心。

終極目標是能夠提供各種不同業種、業態的物流中心一個基本可行的電子標籤擺放方式，模擬這些不同的物流中心，在實際環境的限制下，提供不同的揀貨策略及電子標籤的排列、擺放方式。關鍵詞：電子標籤、揀貨作業、物流中心

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以系統模擬規劃轉運中心之分類機人員及流道配置楊能舒 林君維

*陳宏益 王忠漢 翁彥清 洪肇駸雲林科技大學工業工程與管理研究所

*國立雲林科技大學管理研究所中文摘要

設置轉運中心網路可提昇傳統貨運公司營運效率。通常轉運中心內部須有一分類機，其功能在將該轉運中心所蒐集之貨物快速分配到各個流道，而各個流道之貨物便可上車運載至特定之轉運中心。分類機雖可自動分類貨物，但其裝、卸仍須搬運人員配合。因貨運公司以往之經驗不足以計算分類機人員配置問題。本研究先以等待理論計算人員配置，再以系統模擬方法，並加入工作人員稼動率之寬放考量，調整分類機裝、卸人員數。本研究所建議之人員及流道配置，已經一知名之貨運公司所採用，並成功的運行中。關鍵詞：人員規劃，系統模擬，轉運中心

Abstract

A transportation hub network can promote the business efficiency of a traditional cargo transportation company. Usually a transportation hub must be equipped with a distribution machine that will quickly dispatch the collected cargoes to each delivery path, and from there the cargoes are then transported to another destined hub. A distribution machine can automatically handle the cargoes in it, but it still requires a certain number of persons to do the associated loading and unloading jobs. The past experience of a traditional cargo transportation company is not sufficient to calculate the required number of persons working jointly with the distribution machine. In this paper, queuing theory is first applied to calculate the number of persons, this numbers is then further modified by a simulation study with additional consideration in the tolerance of human utilization particularly in the loading and unloading jobs. The suggestions of personnel and delivery path planning from this research are now successfully practiced by a well-known cargo transportation company.Keyword: Personnel plan、System simulation、Transportation hub network

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轉運中心車輛數之規劃楊能舒 林君維

*陳宏益 吳威芳 劉彥緯雲林科技大學工業工程與管理研究所

*國立雲林科技大學管理研究所中文摘要

轉運中心系蒐集鄰近營業站之貨物，並將所蒐集之貨物運送至其它遠距之轉運中心。若已知一轉運中心網路之運載量，則對每一轉運中心必須規劃所須之車輛數，每一車輛之運載趟數，裝載及空軍運行之里程數和時間。本研究以最小車輛數為目標，發展一個 EXCEL程序以演算上述之資料。相較於某一知名貨運公司之傳統演算法，本研究之演算程序不但有系統、運算快。演算結果之績效如使用車輛數、或空軍運行里程數等皆較優越。

關鍵字：轉運中心、使用車輛數、空軍運行里程數

AbstractA transportation hub collects cargoes from local business sites in vicinity, and the collected

cargoes are then distributed to other hubs at distance. Given a transportation requirement among a hub

network, the planning for each hub should come out the number of vehicle, the number of trips for each

vehicle, loaded and empty traveling mileage and time. With the objective to minimize the number of

vehicle, this paper developed an EXCEL procedure to calculate all the data as described above.

Comparing to the traditional computing method of a well known cargo transportation company, The

EXCEL procedure is not only systematic and fast, the calculation results regarding the number of

vehicles used or the empty traveling mileage have better efficiency.

Keyword： Transportation hub、The number of vehicles used、The empty traveling mileage

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建構供應鏈管理之製商整合Establishing Supply Chain Management Interactive Model

on manufacture and businesses蔡燿聰（Tsai, Iau-Tsung）

逢甲大學工業工程學系在職研究生葉忠（Yeh, Chung）

逢甲大學工業工程學系副教授林玉華（Lin, Yu Hua）

修平技術學院工業管理系講師

摘要合併和競爭改變了企業遊戲規則。傳統組織被規劃為層級式組織，而組織界限阻礙流程管理，

製商整合的觀念就是在供應商至使用者之間的金流、物流和資訊流建構為一個整合性系統，目標是最大的客戶服務，同時成本最小化，並降低運籌輸配線中之存貨；本文主要透過個案研究法選定六個代表廠商探討現有複雜的通路體系，以深入瞭解整個系統，藉以提出合理之企業整合模式與流通作業構面，其次，建立「經營者決策線」與「組織設計線」的供應鏈規劃，以「配送專門化」和「垂直整合程度」兩大構面彙整出企業的競爭策略；最後，架構一個通路的「蜘蛛網模型」，對廠商進行內、外環境互動關係分析，將現況問題加以分析探討並進行整理歸納，來提出本文結論與建議。

關鍵字：製商整合模式、競爭策略、蜘蛛網模型。Abstract

The rapid advancement of information technology is now making business to reshape its

traditional operating tactics. The idea of managing supply chain partnerships to ensure gaining

competitive advantage is receiving wide and considerable interest among industry executives for

Interactive Model on manufacture & businesses.The purposes are to knock down communication

barriers within organizations and to recognize mutuality of interests with other companies and

suppliers. The objective of this research is to induce the development framework of Interactive Model

on manufacture & businesses which requires a tightly integration among corporate resource strategy,

distribution process design and implementation of information system. This research first explores the

functional modules of the application systems currently being used in logistics industry. A profound

effect are then made to system architecture utilizing multi-organization conjoin and the functional

connection among the application systems. Finally, through six real world case studies, the

experimental results show that the cobweb model can learn the existing interactive model on

manufacture & businesses rules effectively. A data flow is developed to serve as a reference for future

research in organization integration from the view of the specialization and integration vertical of the

distribution system.

Keywords：Interactive Model on manufacture & businesses; Competitive Strategy; the cobweb

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model

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Achieving Competitive Advantage in the New e-era : E-B

Using IA Approach via e-SCM Methodology through ERP王本正

東海大學企業管理研究所副教授朱海成

逢甲大學 國際貿易學系副教授陳澤雄

大葉大學 資訊工程系助理教授Abstract

In today’s e-era, EB is focusing on the B 2 B model, whose focus is different from B 2 C model, which

is the core functionality of EC. EB is about redefining old business models, with IT, to maximize

customer value.

Enterprise Resources Planning (ERP) is the backbone of EB. While Analyzing from internationally

competitive enterprises, the C.E.O.s of those companies are being turbo-charging their enterprise to

overcome the bottleneck in order to reduce total inventories, shorten cycle times, lower costs, and

improve overall operations as well as performance.

The virtue of the e-SCM is to improve quality, reduce cost, speed up distribution of physical goods, and

erect unparalleled or competitive position in the global market, especially in the new millennium.

Intelligent Agents (IAs), due to the IT, the relentless driving force, IAs can be integrated into the newly

sprouting EB arena, whose platform will be transformed from geographical separation to tight Internet

connection and whose operation procedures will be replaced from manual handling to automatic EDI

through IAs. This research emphasizes on the adoption of IT using IA to make the small and medium

size enterprise to embrace the e-era via carrying out EB as a new direction for them to ponder. The

essence of this proposed research is to integrate the ERP, e-SCM, IA, and e-service into the core

entities of EB, especially for small and medium size enterprises.

摘要邁向 e 世代的今日，電子商業注重企業對企業間的運作，然而電子商業則注重企業對個人之商業模式，此一訴求則為電子商務的核心機能所在。電子商業是有關重新定義了過去舊有的商業模式，藉由資訊科技的技術將客戶的價值最大化。而企業資源化正是電子化企業的骨幹。在分析國際企業間的競爭力時，這些企業的總裁為了降低存貨、縮短週期時間、降低成本並儘可能的提高作業員工的效率，已經開始對公司進行高速充實其競爭力以克服種種瓶頸。特別是在新世紀的開始，運用電子化供應鏈管理的優勢在於提高品質、降低成本與加速貨品的配送以期在整體市場中樹立一個具競爭力的地位。智慧型代理人在網際網路科技的不斷發展的情況下已經可以被結合到正在萌芽的新型電子商業當中，其平台將從過去地理上的劃分方式轉變成為緊密的網路連結，作業程序從過去的人工操作轉換成透過電子資料交換系統的智慧型代理人所取代，本研究強調網際網路科技技術應用智慧型代理人提供中小企業在電子化的過程中一個新的思考方向，將特別針對中小企業如何結合ERP、e-SCM、IA與 e-service成為電子企業的核心要素進行探討。

Keywords：e-Business (EB), e-Supply Chain Management (e-SCM), Intelligent Agent (IA),

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Information Technology (IT), Logistics Management

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低溫食品之物流與供應鏈管理林君維

*謝惠如 王忠漢雲林科技大學工業工程與管理研究所副教授*雲林科技大學工業工程與管理研究所研究生

中文摘要 台灣地處亞熱帶地區常年氣候炎熱，要讓低溫食品在製造、儲存、輸送到銷售等低溫物流過程中，皆能保持適當的低溫狀態，以維持新鮮度實屬不易，特別是在流通的過程中，其恆溫性最易遭受破壞，因此降低冷凍食品的前置時間、維護食品的品質、經營好的顧客服務、以及如何降低投資成本與操作成本，都是值得探討的問題。面對低溫產品的經營環境的快速變遷，須以供應鏈管理的方式，結合製程與交程創新，來達成降低生產成本及縮短交期的目標，而製程創新係透物流或供應鏈管理整合的方式來達成交程創新係透過 EDI資料連結，快速維修與後勤支援來達成供應鏈管理的目標。關鍵字：供應鏈管理，物流

abstract Taiwan is located in the subtropical region; climate is hot all year round. Maintaining the right low-

temperature environment during food production, storage, transportation and sales to ensure food freshness is a difficult task, especially during the distribution process when temperature stability can

easily be disrupted. It is important to delve into the problems concerning pre-freezing preparation time, food quality maintenance, excellent customer service, as well as investment and operating cost

reduction. The rapid changes in the low-temperature food processing environment made supply chain

management imperative, integrating production with delivery innovations, thereby reducing production

costs and shortening delivery destinations. Production innovation may be achieved through material

distribution or a supply chain management. Delivery innovation may be realized through EDI data

links, speedy repair and logistic support for a good supply chain management.

Keyword: supply chain management，logistics

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快速回應系統建構實務－以專題製作課程實施為例莊臺寶

清雲技術學院土木科講師李後錦 莊慧敏 何孟潔 傅源偉五專部土木科 85 級學生

摘 要專題製作課程實施的過程中，成員缺乏共同願景，加上組織鬆散缺乏有效率的連繫，實難

控制品質，更難有創新的格局。在網路發燒的時代，如何讓大家在公開、公平、公正的基礎上，獲取資訊、創造經驗、累積知識，透過良性競爭，形成科系特色，對於技職院校塑造學校風格，強調高標準的辦學品質，應有正面助益。張忠謀指出以資訊技術為動力，網際網路為工具，配合創新與進取的精神，是新經濟蓬勃發展的主因。本研究運用EC、QR、KM的概念，加上動態網站建構的資訊技術，以創新與進取的精神，重新塑造專題製作課程實施的工作環境。

本研究最主要的結論：1.運用電子商務(EC)概念，建構動態網站，讓專題製作課程實施工作，都能在網路上進行。2.運用快速回應(QR)概念，建立學生、指導老師與專題委員之間的溝通管道，即時主動的發送訊息。3.運用知識管理(KM)概念，讓知識資訊與研究成果能完整保存，做為日後研發的基石。4.本網站的測試網址為http://210.70.104.174/study/ id.htm，預計八十九學年度(89年9月)起，正式實施。關鍵詞：電子商務 快速回應 知識管理 專題製作

abstract

In the process of the enforcement of the curriculum of special theme production, person

Taking part in it are deficient of common prospect, in addition, the organization is loose in nature and

lack of efficient contact, such being the case, it is really hard to control the quality, not to speak of

creating a new situation. In the current period of fervent interest application, how to let all the people

obtain information, create experience, accumulate knowledge on the open, fair and just basis, and

through a good in nature competition, to form characteristic of a certain department, should have a

positive help and benefit to the technology professional school and technological college in forming

their personalities and in stressing high-level school operation quality. Mr. Chen Tsong-Mou points out

that using information technology as the dynamic, internet as the implements, and joined with the spirit

of creativity and enterprise, is the main reason of making the new economy to flourish and develop. In

addition to the information technology of the construction of dynamic web site, this research makes

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good use of the general ideas of EC, QR, KM, and with the spirit of creativity and enterprise, again

newly formed the working environment of the enforcement of the curriculum of special theme

production.

The most principal and important conclusions are : 1. To practically use the general idea of EC for the

construction of dynamic web site, so as to let the work of the enforcement of the curriculum of special

theme production can all be carried out on the internet. 2. To practically use the general idea of QR to

establish the communication tract among the three parties of students, instruction teachers and special

theme committee members, so as to be able to instantly and positively issue information. 3. To

practically use the general idea of knowledge management (KM) to let the knowledge information and

the result of the research be able to be wholly preserved, and to make it as the basis of research and

development in later days. 4. The test web address of this web site is

http://210.70.104.174/study/id.htm, and we schedule to put it into formal operation as from school year

2000 (September 2000).

Keyword：EC,QR,KM, Special Theme Production

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製造業資訊化之快速回應系統郭財吉

明新技術學院工業工程與管理系助理教授摘要

二十一世紀是資訊化與網路化的時代，而虛擬製造（Virtual Manufacturing）更是現今製造業提昇競爭力之利器。虛擬企業並非將企業空洞化，而是透過資訊高速公路，連結產品供應練上之相關企業，使其運作如單一企業體。因此從市場資訊、設計研發、製造工廠、材料供應、商品配送及售後服務均整合在一起，可自動互傳資料。在整個環節中，製造業廠商的自動化與資訊化更是兩個關鍵點，尤其製造工廠若尚未自動化，整個企業則無法做到快速回應及虛擬化。本研究主要分析目前許多台灣中小企業公司進行其流程改造，並規劃及建立其生產管理資訊系統，以連結內部資訊及子公司。進而針對供應鏈資料中心，透過資料交換機能，與相關上下游廠商交換產能與物料等相關重要資料，才能有效的管理供應鏈。在有效提供消費者回應的研究方面，同時提昇企業之競爭力。該模式不僅可為學術上後續研究之基礎，在實務上對國內之製造商╱供應商之整合亦有所助益。

關鍵字：快速回應、企業流程再造、供應鍊管理

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企業使用物流策略對於統治結構、關係結構及企業競爭優勢之影響

周萍芬 Pin-Fenn Chou國立雲林科技大學企業管理研究所碩士方世榮 Shyh-Rong Fang, Ph.D.

國立雲林科技大學企業管理研究所教授

摘要 本文將企業內部的統治結構，予以擴大應用至組織間的統治，並以關係結構做為調和變項，探討企業物流策略的使用對於物流績效與企業競爭優勢的影響。 本文以製造業與服務業做為研究對象，經實證分析之後，研究結果發現: (1) 企業對於不同物流策略的使用，確實會影響到物流績效。(2)企業選用統治結構的型式，會影響關係品質。若加入關係結構做為調和輔助器，則企業會受限於雙方統治型式的選擇，僅在關係品質上產生作用。(3) 物流績效的增進，確實可影響企業競爭優勢；表示企業致力於改善物流績效，可促進企業競爭力的提升。

關鍵字：物流策略、統治結構、關係結構、物流績效、企業競爭優勢

ABSTRACT

This study investigates the influence logistics strategy has on a corporation’s governance structure,

relationship structure and competitive advantage in five ways.  In order to provide sufficient causal

data for my hypotheses, I have created a sampling questionnaire. Then a statistical analysis is

conducted on returned questionnaires within a pool of one thousand mailed. This study has the

following conclusions : (1) The ways in which a corporation utilizes logistics strategy directly

influence logistics performance. (2) The style a corporation selects for the governance structure does

influence the relationship quality.  If the relationship structure is added, the result will be reflective

upon relationship quality. (3) While increaseing in logistic performance will affect the business

competitive advantage: a corporation’s competitive edge can be increased if the enterprise improves its

logistics performance.

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Key Words: logistics strategies, governance structure, relationship structure, logistics performance,

competitive advantage.

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組織採用企業資源規劃系統之因素研究皮世明、劉士豪、陳純德、鍾依珍中原大學資訊管理研究所

摘要隨著網路的興起，以及企業經營環境的變遷，要求企業快速回應，縮短核心作業的週期時

間，使得企業必須整合內部各個功能，因此具有整體解決方案的企業資源規劃系統更加顯得重要。本研究的研究目的，在於探 討 組 織 採用企業資源規劃需要考量的因素，同時利用Thong[30]的資訊系統採用整合模型來檢測企業資源規劃系統的採用。根據本研究的研究結果發現，由於企業必須面對環境競爭進行快速調整，因此環境特質這個因素往往是系統採用的最主要關鍵，其次有創新特質的CEO 往往能夠適時做出關鍵決策，再來是組織特質因素，其中組織規模大小與員工對公司採用新系統的看法也是相當重要的。最後，若以資訊系統的觀點觀之，個案公司所採用的系統，都是目前業者的最佳化範例，無論在系統的複雜度、相容性與相對的優點上，都具有正面意義及領先地位，因此在因素的考量上，資訊系統特質因素將是最後的考量。關鍵詞：企業資源規劃、資訊系統採用、資訊科技創新、個案研究

AbstractBecause of the booming of Internet and the change of business environment, enterprise must

integrate all internal functions in order to response quickly and shorten the cycle time of core

operations. Therefore the ERP (enterprise resource planning) system is getting crucial significantly.

This paper aims to explore what factors are required to be considered during the adoption of ERP

system, and use the integrated model of IS adoption developed by Thong[30] to examine the adoption

of ERP system. The research finding indicates that environmental factor is always the most important

one of adopting IS because enterprise must face the environmental competition and adjust its business

style rapidly. Next is CEO factor: an innovative CEO can make critical decision at the right time. Then

the organizational factor: firm size and the acknowledgement to new IS of employee are also important

to the adoption. Finally, the systems that our case adopts are the best practices so far and they gain their

respects in complexity, compatibility and relative advantages. For this reason, the IS factor will be the

last consideration.

Keywords: enterprise resource planning, information system adoption,

information technology innovation, case study

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應用小波理論於企業資源規劃系統(ERP)銷售資訊之最佳生產量預測

曾玲慈建國技術學院 資管系

曾玲芳建國技術學院 資管系

賴靖湄大葉大學管理學院 國企所

摘要全球化的經營模式是企業無法抵擋的趨勢，廠商已很難完全依照先前的規劃從事生產，因

此對市場的快速變化，製造的不確定性，成為極待克服的問題，因此許多跨國企業建立全球運籌模式並導入企業資源規劃系統，但實務上仍有時間上之延遲成本，因此要有效掌握市場的脈動即時提供市場需求，生產預測能力成為製造業重要課題。故本文擬以企業資源規劃系統之即時銷售資訊，整合小波理論之控制工程預測技術，以解決世界性的生產計劃問題，提昇對顧客需求的快速回應。

關鍵字：生產預測、全球運籌、企業資源規劃、小波轉換、快速回應

ABSTRACTThe globalization of operation model has a heavy trend in recently. According to the rapid change

of market, the uncertain properties that the manufacturers can’t complete their production throughout

the initial schedules deteriorate the entire performance of the manufacture. In order to overcome the

issue described above, many internationalized enterprises have developed the enterprise resource

planning (ERP) systems. In fact, there still exists the cost of the timing delay in the ERP systems.

Therefore, the capability of the production prediction manifests its important role when the

manufacturers need an effective market analysis for real-time satisfying the consumer demand. In this

paper, the issue of the worldwide production planning was resolved by integrating the real-time sales

information of the ERP and the wavelet theory used in the prediction for the control engineering. Based

on the proposed method, the consumers will be sufficed their demand in the quick response just in

time.

Keyword： Production Prediction, Global Logistic, Enterprise Resource Planning(ERP), Wavelet

Transform, Quick Response(Q/R)

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流行性商品之退貨及折扣決策模式陳振明 李秋賢 詹宗泰

國立中央大學工業管理研究所簡美珍

萬能技術學院工業工程與管理系

摘要時尚性商品的銷售具有高度需求不確定、銷售季短且有時效性、製造前置時間長等特質。製

造商為了鼓勵零售商訂購大量的訂單，普遍採行退貨政策，然而真正面對需求不確定性的是零售商，因此零售商的行為決策製造商採行退貨政策的重要考量。實務上，零售商在面對需求不確定時，對於期末剩餘存貨，多採行連續多次折扣的作法，來增加自己的利潤。本研究採用Stackelberg賽局理論，考慮零售商連續多次折扣實務作法，建立製造商最佳的退貨模式。

關鍵字：退貨政策、連續多次折扣、報童模式、製商整合、供應鏈

Abstract

The difficulties of selling fashion goods include highly demand uncertainty, long manufacturing

lead times, and short selling season. This paper deals with fashion goods that is sold through a channel

consists of manufacturers and retailers. The manufacturers use returns policy to encourage retailers to

stock and price items more aggressively. On the other hand, the retailers overcome the highly demand

uncertainty by using progressive multiple discounting strategy to increase the sells during the finite

selling horizon. This paper focuses on the effect that such strategies have on both a retailer ’s and a

manufacturer’s profits. Based on Stackelberg game theory, the manufacturers build-up the optimal

returns policy in response to the retailers’ ordering quantity as well as discounting strategy.

Keyword: Returns policy, Newsvendor Problem, Progressive Multiple Discount, Manufacturer-

Retailer interface, Supply Chain.

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延遲差異發散型供應鏈績效評估之研究陳鴻基教授

國立中正大學資訊管理研究所蕭嘉民

國立中正大學資訊管理研究所摘要

在本研究中，藉由 JAFMAS多重代理人系統撰寫供應鏈的模擬模式，以屬於延遲差異發散型供應鏈的網路設備製造公司為個案對象，應用系統模擬模式，做為瞭解系統行為的方式，進

而據以評估各種不同決策參數下之系統績效，提供供應鏈管理者決策輔助工具。

研究結果顯示，延遲差異發散型供應鏈在整體上重視顧客訂單完成週期的縮短。此外，本

研究模式可供其他發散型供應鏈模式，針對其產業之特性加以擴充，以利產業做相關決策分

析。

關鍵字：延遲差異發散型供應鏈、供應鏈管理、模擬模式、多重代理人系統、JAFMAS

AbstractInternet technology facilitates information sharing between an enterprise and its business partners

as well as its customers. The technologies enable new strategies that integrate various information

systems and improve supply chain network. It helps the segment in supply chain networks work more

accurately and effectively by integrating information flow and material flow in the 21st century. One of

the curious issues in promoting the supply chain networks is to understand the insights of the supply

chain networks for effective and efficient management.

In this study, we design the simulation model based on JAFMAS multiagent system .By

interviewing the netwrok-equipment manufacturer which is the most popular technological industries

in the divergent supply chain network.Then by using the data from the enterprise, we construct the

simulation model to analyze the strategies and performance of the supply chain.We could understand

the model of the syetem behavior from the processes of the simulation model , then evaluate the supply

chain performance with different controlled parameters.It let the manager have a overall concept by

modifing parameters of the model to change the results.Our model will provide the SCM manager to

make a better decision.

Keyword：Divergent Supply Chain、Supply Chain Management、Simulation、Multiagent System

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電子商務物流系統推動先期研究林君維 楊能舒

國立雲林科技大學工業管理研究所孔祥慧

私立親民工專工管科摘要

本研究將針對現行電子商務中電子商店物流系統實行現況調查及目前物流產業之整體電子化、自動化作業情形兩大部分進行資料分析及探討。對於電子商務中電子商店（B2C和C2C）部分分為商流、物流、資訊流、金流、服務流之作業層面到經營策略五流進行問卷調查與資料收集，其重點將重於物流系統方面。對於現行物流中心之物流作業層面到經營管理層面其自動化、電子化程度，將分為訂單管理作業、倉儲管理作業及輸配送管理作業進行問卷調查及分析，依據其問卷資料調查分析結合電子商店目前物流系統運用現況及對於物流業者的期許探討物流中心對於電子商務衝擊下之因應之道及未來的發展趨勢，並提供電子商店業者對於物流系統選擇方案的建議。關鍵字：物流產業、電子商務、物流系統、電子商店

AbstractIn this study, it emphasizes on the information research and analysis of two

parts: (1) Investigation to the logistics in the electronic store of electronic commerce. (2) Overall automation and electronic system in the logistics industry nowadays. It’s divided into five parts including marketing, logistics, information technology, banking system, and service system in the electronic store (B2C & C2C) of electronic commercial. The study contains questionnaire and information collections to the progress and management strategy of each part, and it focuses on the part of logistics. As far as the progress and management strategy in logistics center are concerned, I make up the questionnaire in terms of order management administration, warehouse management, and distribution management , then I analyze the situation of electronic store combined with current logistics, the influence about electronic commerce to the expectations of logistics industry; finally, I try to give some suggestions to electronic commerce in terms of how to choose suitable logistics.Keywords ： logistics industry 、 Electronic commerce、logistics、Electronic store

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台灣通訊產業物流發展現況調查林君維

國立雲林科技大學商業自動化研究發展中心主任周智濠 林錦鈴

國立雲林科技大學工業工程與管理研究所研究生

摘 要近年來由於通訊產業之全球化競爭愈趨激烈，國內通訊廠商無不致力於物流發展，其目的無非是期

望藉由健全之物流發展，建構出企業整體供應鏈，為所有供應鏈夥伴提供快速反應及成本上之競爭優勢。因此為瞭解國內通訊產業物流發展現況，本調查針對國內「有線及無線用戶端通訊產品」之上、中、下游廠商實施問卷調查；調查結果顯示：1.國內通訊廠商一致認為「存貨持有成本」是企業物流成本中花費最高且改善空間最多的項目。2.國內通訊廠商「準時交貨」的能力佳，有助於提昇國內廠商之國際競爭力。3.國內通訊廠商之倉庫型態以「傳統倉庫」居多，自動化倉庫之比例低。4.國內通訊廠商產品之配送方式以「委託代送」及「自行運送」兩種方式並用的情形最高。5.國內通訊廠商最缺乏之物流專業人才為「資訊科技、系統整合及行銷企劃人才」。6.國內通訊廠商在 B to B之發展上僅以「收發電子郵件」比例最高，其他應用尚待發展中。7.國內通訊廠商在 B to C之發展上以「提供產品的電子型錄」比例最高，其他應用尚待發展中。8.上游廠商認為政府應提供「供稅金減免」之協助、中游廠商認為需要政府提供「優厚的資金融通」及下游廠商認為政府應提供「技術指導」。9.為因應全球化之競爭市場，上游廠商認為政府應推動「通訊產業供應鏈整合」、中游廠商認為政府應推動「亞太營運中心」及下游廠商認為政府除了應推動以上兩者外，還應「獎勵大型物流中心（物流園區）」，協助台灣通訊產業升級。綜合以上調查結果可以看出，台灣通訊產業之競爭優勢為眾所皆知的高品質、效率、彈性…等，但在

倉儲自動化、減少物流成本、電子商務…等方面仍有很大發展空間，這些也是未來國內廠商發展時亟需加強的方向與目標，再輔以政府提供適當的物流政策協助發展，必可促成「台灣通訊產業」成為下一世紀最具潛力與爆發力的明星產業。關鍵詞：物流、供應鏈、通訊產業

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製藥業供應鏈管理之探討林君維

*翁彥清 紀惠茜雲林科技大學工業工程與管理研究所副教授*雲林科技大學工業工程與管理研究所研究生

中文摘要 全球環境競爭日趨激烈，現在企業紛紛轉型以適應現在環境，如傳統工業向來以品質、成本、交期為作為競爭的目標，但是今日消費意識抬頭，以客為尊的觀念是現今企業經營的重點，任何產業均以此為出發點，所以製藥工業也是一樣，需要融入顧客的觀點作考量，除了要達到品質與價格滿意，還要加入快速的服務。為了快速滿足顧客的需求，需加強供應鏈中各個環節間的資訊流、金流、物流的流通，藉由導入快速回應系統，從藥品原料供應、設計研發、生產製造、售後服務加以做整合，才能使得企業能有能力去面臨強烈競爭環境的挑戰。本研究探討供應鏈管理在製藥業上的運用，從競爭策略、顧客服務面向、成本指標績效、資訊系統的導入…等方向思考，以促進企業內部及外部系統整合，使庫存量降低，採購成本下降；製藥業供應商經整合後，減少行銷成本，交期準確率提高，快速處理訂單，並即時獲得管理資訊，達到減少成本的目的。關鍵字：製藥業、供應鏈，物流

abstract

The whole world business environment becomes keen competition day by day. Now, many enterprises

transform to suit competitive market in droves. Traditional industrial’s competitive goal is quality、cost、date.

But consumerism is rising, it is a key point for modern enterprise is to give priority to customer. So does

pharmaceutical industry, they need to consider what customer thinks. Not only good quality and reasonable

price, but speedy service is more important. In order to satisfied customer’s need, we must strengthen

information flow、cash flow、material flow in supply chain management. By bring in quick response system can

integrate enterprise function, such as : material supply 、 design and development 、 produce and

manufacture 、 marketing and service. So this paper discuss about pharmaceutical industry supply chain

management, it is relate to competition strategy、customer service、cost、information system, so that enterprise

not only merge manufacturers and retailers, but also decline cost、decline stock level、 increasing degree of

accuracy、quickly process order、get real-time information.

Keyword: pharmaceutical industry、supply chain management，logistics

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運籌管理活動範圍之研究劉慶洲

永達技術學院

摘要 1970年以來，世界各國對運籌管理的關注，與日俱增，時至今日已發展成為供應鍵管理或價值鍵管理，在此期間雖已有出版有關此類之書籍刊物，然從學術研究之觀點來探討運籌管理之成果尚屬發展期中。本研究的第一步是從歐美日的文獻調查開始，以運籌管理的基本活動範圍為焦點，加上自已本身之經驗與研究提出個人的見解與看法。

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我國物流人才供需調查兼談國貿相關科系培育國際物流人才周建張

大華技術學院

摘要本文首先針對國內 50家廠商(高科技產業、物流產業、製造產業、運輸產業、零售產業各 10家)就物流

人才需求情況進行問卷調查並加以分析﹐以了解目前國內廠商對物流人才之需求特色﹔另一方面﹐收集國內各大專院校物流管理相關科系所開設之課程並加以整理與分析﹐以了解各大專院校所培育之物流人才其專長與特色。其次將廠商物流人才需求面與學校物流人才供給面加以比較。最後淺談國貿、企管等相關科系開設國際物流管理課程﹐培育國際物流管理人才之可行性﹐並提出建議供各學校參考。關鍵字︰物流人才、供給與需求、國貿相關科系、國際物流人才 本文之完成有賴大華技術學院國貿系夜二甲、二乙學生在問卷調查與資料收集之協助﹐特表感謝﹔另對受訪廠商之合作﹐在此一併致謝。

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客戶服務與電子採購實例探討The Progress and Case Studies of

E-Procurement in E-Commerce & E-Business

陳牧言行政院國科會高速電腦中心助理研究員

蔡銘箴交通大學資訊管理研究所助理教授

摘要由於企業間電子商務的重心，不只是透過網際網路從事交易，同時要利用網際網路提升價值鏈上的

資訊透明度，來促進企業內部與其他企業間整合活動的進行。因此本文的主要目的是從電子採購的議題來探討其重要性，並深入研究電子採購所蘊涵的市場商機及其營運的模式，以公司如何發展與應用線上採購系統以作為達到電子採購目標的國內外實例做比較，最後針對國內的線上財務發展與趨勢做整體的分析，以期能在目前的電子商務六種模式：企業間（B2B）、企業對個人（B2C）、個人對企業（C2B）、個人對個人（C2C）、非商業的交易（nonbusiness EC）與企業內（Intrabusiness EC）成功推展應用邁向目前正廣為討論的B2G（Business to Government）模式。關鍵字詞：企業資源規劃系統 Enterprise Resource Planning （ERP）、電子資料交換 Electronic Data

Interchange（EDI）、供應鏈協會 Supply Chain Council（SCC）、供應鏈作業参考手冊 Supply Chain

Operation Reference（SCOR）、電子企業社群 E-Business Community（EBC）

Abstract

The main function of the E-commerce & e-business is not only to achieve the purpose of mass transaction

but also to enhance the information transparency of the value chain by using the Internet or other communication

channels. In the mean time, it also improves the collaboration integration between enterprises.

Among many issues in e-commerce regarding the business cooperation, to adopt and perform the e-

procurement between enterprises and suppliers is generally acknowledged as a critical task. E-procurement

enhances the enterprise' competitive advantages with additional value which directly affects the business

operation and cost management. Therefore, in this study, we will focus on the e-procurement discussion that

involves the patterns of commercial behavior, sale transactions, and techniques with its practical examples. In

addition, six different management models have been analyzed and categorized according to the organization in

charge, management patterns, and customer bases. Some successful examples of companies and government

organization adopting e-procurement in their financial systems will also be mentioned. Finally, we will also

examine the trend and development of online financial transactions so that the six e-commerce models (B2B,

B2C, C2B, C2C, non-business EC, intra-business EC) can be widely adopted successfully.

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群體議價電子購物模式李清發

中國文化大學資訊管理研究所許耿豪

中國文化大學資訊管理研究所

摘要　　隨著網路人口的急速增加，電子商場如雨後春筍般到處林立。進而各種購物模式亦紛紛出現於電子市場，除了傳統定價零售之外，尚包括拍賣競標、群體議價等新興電子購物模式。本研究即以群體議價購物模式為探討對象，深入分析其可行建置模式，並評估各種可行方案之優缺點。此外，我們亦以實作的案例－台灣購物網，做為個案研究對象，有系統地從商品登錄、商品審核、商品瀏覽、預約購買、商品結標、以至物流配送等交易流程中的各個步驟，在系統功能及管理層面作一詳細分析。最後，我們則針對群體

議價這種新興電子購物模式，在系統建置議題及未來發展趨勢做更進一步的探討。關鍵字：電子商務、電子市場、電子購物、群體議價。

Abstract　　For the popularity of the Internet, there are many electronic markets built over it. In the electronic markets, besides traditional retailing stores, there are other modern shopping markets, such as auction markets and group

negotiation ones. Specially, there are some evidences of group negotiation markets doing very well. In this study, therefore, we want to explore the possible business models of group negotiation markets. Also, we take a real group negotiation market we built as a case study, to explain the necessary functions in every transaction step.

Finally, we discuss a few of implementation issues and the future trends of the group negotiation markets.

Keywords: electronic commerce, electronic markets, electronic shopping, and group negotiation.

26

會計師事務所網際網路應用之研究The Study of the Applications of Internet for CPA Firms

陳美嬪 Chen, Meiping

朝陽科技大學會計系專任講師曾俊堯 Tseng, Chun-Yao

國立台北大學企管所博士班研究生

中文摘要 資訊科技的快速發展，使得今日網際網路上全球資訊網的技術如同以前電話的發明，徹底改變企業的營運方式。會計師事務所如何善用網際網路所帶來的優勢，增進事務所內部的工作效益，進而拓展業務、協助客戶等皆是本文所要討論的重點。本研究的範圍是台灣地區的會計師事務所，.蒐集資料的方法採訪問及問卷調查法。本研究實證結果如下，目前會計師事務網際網路主要用途為用於資料庫檢索、公文與檔案傳輸之用。建置情形與使用程度均尚未普遍，而且有落後其他產業之現象、等。關鍵字：會計師事務所，網際網路

Abstract

Internet technology has merged into most organization as a necessity for daily operation. Domestically, there has not been much study on the application of Internet technology by CPA professionals, who also face the problem such as the way to maximize production value per working hours or eliminating non-value added activities. This study mainly focus on the present status of the usage of internet and intranet by CPA professionals in Taiwan. Thus, the future development of the application of Internet and Intranet by CPA professionals can be understood.Keywords: CPA firms, Internet

27

專家代理人在銀行消費性貸款授信評等之應用

黃木榮國立彰化師範大學商業教育研究所副教授

黃士彰國立彰化師範大學商業教育研究所研究生

摘要由於消費者貸款事務量日漸龐大，因此需要一套具有迅速、客觀、正確性高的電腦系統來協助銀行處

理大量的消費性貸款業務，以有效降低銀行的經營成本、提高其生產力與競爭力。本研究之目的，即在於建立一套較客觀、一致的信用評判標準，供專家系統推理之用，讓銀行在競爭激烈的金融環境中得以脫穎而出。關鍵詞：金融反中介、消費性貸款、五 P原則、交叉驗証(Cross-validation)

AbstractThe amount of issues about dealing with consumer loans is huge gradually. Therefore, it is necessary to

possess a set of computer system which works rapidly, objectively and precisely when dealing with these huge

issues. It will be able to mitigate bank’s operational cost, to upgrade it’s productivity and to increase it’s

competition effectively. The purpose of this article is to build up a more objective and consistent credit rating

criteria for an expert system reasoning. As a result, a bank may emerge from a competitive finance situation.

28

企業轉型為產業電子化經營模式之研究~ 以汽車維修業為例

張光旭 李平凡國立台北科技大學生產系統工程與管理研究所

中文摘要台灣汽車維修經營方面的問題，長期以來普遍不受重視。目前台灣的汽車維修服務業正處於企業經營

轉折點上，想要突破經營瓶頸，就必須要對現況作深入的研究探討。本研究目的在於提出改善及創新汽車維修經營模式的新研究方向、建構以產業電子化(e-Business)為環境的經營模式之雛形，藉以作為台灣汽車維修經營模式再造的參考基礎。本研究先篩選出汽車維修經營模式的核心流程，再運用高階斐式圖的分析方法來呈現汽車維修經營模式核心流程之現況，並同時描繪出經營模式轉型後的雛形。本研究旨在探討汽車維修經營模式的轉變，透過本研究勾勒出汽車維修服務未來的經營模式。關鍵詞：汽車維修、產業電子化、高階斐式圖

ABSTRACTNow, the mobile sale is stable in Taiwan, but business of repair has been to grow up. The study of goal is

improvement and innovation to present motor repair service through using Internet and Information technology. Building a new business model of customer core center in E-Business. The study method will be use High-Level Petri-Net to analysis and describe for present mobile repair service.Keywords: E-Business, , Mobile Repair, High-Level Petri-Net.

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企業經營策略、知識管理策略與組織績效關係之研究A Study on the Relationship among Business

Strategic Types, Knowledge Management Strategy and Organizational Performance

莊煥銘雲林科技大學資管所 副教授

吳建明環球商專資管科 講師

葉蔭淂雲林科技大學資管所 研究生

摘要在知識經濟時代，知識已成為企業中最重要的經濟資源，知識管理也成為不可避免的趨勢。

此外，在進入多變化的全球競爭市場壓力下，創造高價值的知識管理將深深改變企業經營策略。因此，企業應積極發展可配合其經營策略的知識資源，以創造出具持續性的競爭優勢。

本研究以台灣 1000大製造業及 500大服務業為對象，探討不同經營策略型態，知識資源擁有狀況與組織績效間的關係。其中經營策略型態依據Mile & Snow主張的分類方式，有前瞻者、防禦者、分析者、與反應者等四類；知識管理策略認定為成文化與個人化兩類；組織績效則探討知識管理效益與整體效益。

研究結果發現，企業在推動知識管理時，必須審慎釐清本身的經營策略型態，並同時重視成文化與個人化的知識管理策略間的發展與搭配，方能有效改善組織績效，創造出具持續性的競爭優勢。關鍵字：企業經營策略、知識管理、組織績效

ABSTRACTIn this knowledge economy era, knowledge has become one of the most important business

resources. Also, knowledge management (KM) is rapidly becoming an unavoidable trend. Further,

under global operating environment, the speed of new technology development, information

exchanges, and innovations is unprecedented. As a result, with its high potential of value creating, KM

will deeply influence business strategies and should be planned thoroughly.

Based on Taiwan’s top 1000 manufacturers and top 500 service providers, this study aims to

investigate their status and relationship among strategic types, KM strategies, and organizational

performance. Mile & Snow’s strategic types are adopted as prospector, analyzer, defender and reactors;

KM strategies can be classified as codification and personalization; and organizational performance is

measured by KM and overall benefits.

The results show that business with different strategic types develops different degree of KM

strategies. Besides, to conduct KM, businesses should identify their strategic type first. Then both KM

strategies should be pursued and well-mixed so as to improve their performance effectively and create

sustainable competitive advantages finally.

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Key Words: Strategic Types, Knowledge Management, Organizational Performance

31

影響零售商店經營績效因素之研究蔡忠林

大葉大學事業經營管理研究所研究生陳欽雨

大葉大學行銷與流通管理學系副教授

摘要 零售商店總部為了建立營運管理制度，通常必須建立一套可供依循的經營績效衡量制度，以評估目前分店，篩選日後新店，以提升經營績效及競爭優勢。本研究採用文獻回顧及專家問卷法，篩選各項績效評量指標，進行複迴歸分析，以篩選顯著的績效指標，作為探討商店營運成功關鍵因素之參考。為建立評估指標及模型，以 7-Eleven、全家及萊爾富等三家連鎖加盟便利商店系統，作為研究對象。透過實證分析後發現：（1）便利商店之店址選擇、商品管理、商店設計、及員工管理等，是影響商店經營績效之重要因素。（2）三種不同加盟型態之便利商店，其商店經營績效則無顯著差異。關鍵詞：零售商店績效、複迴歸分析、關鍵成功因素

ABSTRACT

It is necessary for store’s headquarters to build an administration management system that can be followed by managers and owners to evaluate the store performance. Based on the results obtained from this performance evaluation system, the storeowners can measure the performance of their current stores. The results also can serve as a reference for selecting new stores and as a standard for guiding the store operations to promote the overall performance and competitive advantage of chain convenience stores. This study made a literature review and conducted a survey to experts using questionnaire to select the indices for measuring the performance of retail stores. A multiple regression method was used to select the significant indices, which could be considered as key successful factors affected store’s operation performance. Three franchise chain stores systems, 7-Eleven, Family-Mart, and Hi-Life, develop the evaluation models. Some important findings were obtained after completing this study: They are ： (1)The important factors influenced the convenience store’s performance are store location, merchandise management, shop design, and shop clerk management. (2) The result shows that there is no significant difference of store performance according to the comparison of three various systems of franchise chain store. Keywords: retail store performance, multiple regression analysis, critical success factor.

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知識學習發展模式在網路行銷上的應用洪朝富

真理大學資訊管理學系朱澔偉

真理大學資訊管理學系

摘 要隨著網際網路的盛行，行銷的方法也從已往的傳統行銷模式，進入了網際網路的行銷方法，

配合以顧客為導向的各種服務亦隨著時代的趨勢，導致我們嘗試想重建消費者的知識體系，所以本文將認知心理、學習理論和知識管理理論整合到個人化行銷模式，而藉由建立消費者時間序列的行為動作中進行消費者知識範圍的學習，以此得知消費者的消費動機模式，同時配合網路行銷的長處，可以不斷的學習消費者的消費行為，並能從學習中創造出新的知識，可隨時更新消費者的知識和重建消費者的知識體系。我們用此一方法來開發一電腦零組件銷售系統，以提高個人化的服務水準及消費者的使用意願和忠誠度，達成企業和消費者都能達到雙贏的策略。關鍵字:　學習理論、認知、知識創造、暗默知識、形式知識

AbstractBecause the Internet prevailing, let the most company change their marketing strategy to the Internet

marketing. And today the inclination of service also very cares what is the customer’s need, that induce

we try to construct the customer’s knowledge system to improve the customer’s service. In this paper

we integrate the cognitive psychology, learning theory and knowledge management to create the

personal marketing model. This model is according to the times sequential data, which are the actions

between the customer and the system, to learn his domain knowledge and construct the model of his

intensive consumption. At same time, we also use the merit of Internet marketing; can learn the

customer’s consumptive behavior and create a new knowledge from the learning to update his

knowledge in our system. Finally, we adopted this method to develop a PC’s components selling

system and increase the service level and customer’s royalty to accomplish the company and customer

double win.

Keywords: Learning Theory, Cognizance, Creating Knowledge,Tacit Knowledge, Explicit Knowledge

33

財產保險業網路行銷可行性之研究PROPERTY INSURANCE SALES OVER THE

INTERNET OF RESEARCH王明智 M.J.Wang Department of Insurance

朝陽科技大學保險金融管理系專任講師張碧貞 P.C.Chang Department of Insurance

朝陽科技大學保險金融管理系學生摘　要

電子商務快速成長其銷售商品與服務的方法都在網際網路上，越來越多消費者在網路尋求服務，他們可以在家中或辦公室安逸的透過網際網路來收尋和購買商品。在全球面臨了普遍經濟不景氣的同時，此種不景氣的現象並沒有阻擾網路族的大量增加，更沒有讓網路的成長減緩，且將為企業帶來新利基。本研究範圍為財產保險業使用網路行銷之可行性，並利用網際網路（Ｉｎｔｅｒｎｅｔ）的理論概念研究產險業進入網路行銷市場成本效益面分析之可行性。關鍵詞：網際網路、財產保險網路行銷、成本效益

ABSTRACTE-commerce is the fast growing way of selling products and services on the Internet. More and

more consumers are becoming Internet savvy. They are looking to the Internet to find and purchase

products from the comfort of their homes and offices, although the country is in a bad economic state.

Companies with the foresight to setup and sell their products on the Internet will share this new way of

doing business!

My research was directed towards finding the possibility of using the Internet as a sales channel

where provides property insurance, and doing the profit analysis of the insurance company from

starting full-service property insurance sales over the Internet.

KEY WORD： INTERNET,INSURANCE SALES OVER THE INTERNET,PROFIT

34

電子商務（E-Commerce）與連鎖業的結合許英傑

國立高雄第一科技大學行銷與流通管理系 副教授何茂華

國立高雄第一科技大學行銷與流通管理研究所 研究生

中文摘要近年來，因為網路無遠弗屆的特性，使得電子商務（E-Commerce）非常流行，雖然電子

商務（E-Commerce）涵蓋的範圍領域很廣，但是仍然必須結合各方面的專業和資訊，才能在此領域拔得頭籌。

連鎖店的最大優勢是分布在全省各地的點很多，對物流系統來說幫助很大。不過，當物流與網站結合起來說時，就是資訊管理系統（MIS）的延伸了。電子商務（E-Commerce）還牽涉到資訊業的原因是，必須將整個虛擬架構建立起來。網際網路的興起，雖然造成電腦與電子產品的需求大增。但是另一方面則改變了人與人、企業與企業的溝通方式。

傳統的產業結構正在逐漸瓦解，電子商務（E-Commerce）崛起，銷售行為突破了空間與時間的限制，進入全時空的新境界，新興的市場生態與遊戲規則正在形成，將衝擊所有適應不良的廠商。在這樣的情形下，一個企業除在經營策略上，必須有所調整，去因應新的消費行為、經營模式外，在企業內部的整體資訊架構及建置也必須隨之改變。為提昇企業競爭力，強化經營體質，要對整體資訊架構積極建置。

以『燦坤集團』說明電子商務（E-Commerce）與連鎖業結合的優勢及未來發展的可能性。社會多元化與新興商業環境，新興業種與業態不斷推陳出新，與傳統經營共存，不同經營

型態競爭共存，增加消費者的選擇機會，也助長了通路間的白熱化競爭。運用現代化科技科技產品及技術於營運作業使得經營管理展現更具前瞻性、競爭性的現代化趨勢。

關鍵字：電子商務（E-Commerce）、連鎖業、資訊管理系統

35

網際網路關係行銷之探討-以臺灣航空業者為個案分析

楊景雍國立高雄餐旅學院 助理教授

萬金生國立高雄餐旅學院 副教授

謝慧珍國立政治大學碩士

中文摘要國內消費者在服務品質意識高漲與國外航空公司的競爭下，國內航空載客市場面臨強烈

競爭壓力。除了從傳統行銷方式爭取客源，網際網路行銷亦是航空業者取得競爭優勢的必要手段，因此國內航空業者對網際網路行銷應積極拓展。

本研究主要分為兩部份，第一部份調查現階段國內航空業者在網際網路行銷參與程度，並以服務業行銷組合 7P為架構，分析網站提供服務之網際網路行銷機能。第二部份內容為航空業者在網際網路關係行銷的個案分析，依航空公司實施關係行銷的方式與程度不同進行探討。研究結果顯示，部份業者在網際網路行銷「人員」與「服務過程呈現」之行銷機能，網頁上表

現較差。而網路關係行銷方面，相較於美國航空公司(American Airlines)，國內航空業者之網路關係行銷，尚有很大的努力空間。

關鍵字: 網際網路、網際網路行銷、網際網路關係行銷、航空公司。Abstract

Facing the consumers’ request for high quality of service and the pressure of foreign airlines’

invasion, the airline companies in Taiwan is challenging the hardest competition than ever. In addition

to conventional marketing strategies, airlines service industry employs the advanced information

technology and media to keep the frequent travelers and attract new clients. The internet is undoubtedly

an effective and economical way to expand their marketing territory.

This study will take six airlines in Taiwan as cases. They are EVA Air, UNI Air, China Airlines,

Mandarin Airlines, TransAsia Airways, and Far Eastern Air Transport. Two main sessions in the paper:

first, the applications of the e-marketing recently involved by the airlines in Taiwan are investigated.

Second, the extent of the Internet relationship marketing is analyzed and discussed in the paper. In the

first sessions, the 7P theory in service marketing mix is applied to analyze the content of the web pages

in the companies. According to Berry and Parasuraman's classification, the extent of the internet

36

relationship marketing of the 6 companies is classified into 3 levels. In the discussion session, the

article describes the successful strategy on the internet relationship marketing of the American Airlines

(AA) which is one of the winners of the 1999 Business on the Internet Award.

Keyword：Internet, Internet marketing, Internet relationship marketing, Airline companies.

37

企業文化對於知識管理應用之影響：國內企業之實證研究

洪新原國立中正大學資訊管理研究所

廖盈昇國立中正大學資訊管理研究所

摘 要隨著科技的進步以及經濟環境的變化，如何管理與善用知識成為企業提昇競爭力之關鍵。

企業組織內的知識管理應用要成功，科技（知識管理系統）與企業文化的配合缺一不可。過去許多的研究結果顯示，企業文化差異將對企業於資訊系統的採行與應用產生影響。本研究利用個案訪談與問卷調查的方式來進行。研究結果發現，企業文化差異對於知識管理系統的採行有顯著影響，但是對於其應用並無明顯的差異。關鍵字：知識管理、知識管理系統、企業文化、跨國比較、實證研究

38

建構一個能即時評估企業績效的智慧型會計資訊系統模式陳俞如、劉正義

國立彰化師範大學商業教育系碩士班研究生黃木榮

國立彰化師範大學商業教育系副教授

摘要本研究嘗試將專家系統與會計資訊系統的專業技術相結合，發展一智慧型會計資訊系統，

其可代替企業評估經營績效，讓企業隨時獲得目前位居產業地位，以彈性調整管理決策。首先先建立智慧型會計資系統之模式，主要從會計資訊系統獲取企業經營績效評估所需資料，再設立此一產業的客觀標準，將企業的狀況與其比較並排名，最後再予以分析建議。此智慧型會計資訊系統以上市電子業為例，並假設光寶為驗證對象；最後研究結論證明：運用專家系統之觀念於會計資訊系統是可行的，可讓企業獲得更快更有效的資訊以具更強的競爭力。關鍵詞：績效評估、智慧代理、專家系統、會計資訊系統、財務報表分析

AbstractIn this paper, we attempt to develop an intelligent accounting information system by combining

the expert system with the professional techniques of the accounting information system. This system

can assist businesses to reset their management decisions with flexibility by evaluating the operation

performance and getting the position in industry anytime. We first establish a model of the intelligent

accounting information system. Research processes include obtaining information about operation

performance evaluation from accounting information system in chief. Then we set the industry criteria

objectively, for comparing and ranking . Finally, we give analyses and suggestions. This intelligent

system uses that Lite-On Inc. (Guang-Bao) as the case company of verification. The final result show

that using the idea of the expert system in accounting information system is feasible for increasing

company’s competitive advantage.

Keyword ： Performance Evaluation、 Intelligent Agent、Expert System、Accounting Information

System、Financial Statement Analysis

39

行政機關實施公文電子交換之探討楊註成

高雄市政府資訊中心李慶恩

國立交通大學工業工程研究所

中文摘要政府機構目前正積極推動行政革新方案，如何透過有效工具研擬出辦公室業務自動化實施

之成效，以提昇政府施政形象，實為當急之務。因此本研究主要探討目前在行政機關推動公文電子交換的過程中，如何有效應用限制理論觀念，發掘出關鍵性的核心問題，藉以達到降低辦公成本、增強決策管理功能、提昇行政效率及加強便民服務之目標。最後希望能藉由所提出的標準作業程序流程，推廣至其他政府機關單位，以提昇整體辦公

室自動化服務品質。關鍵詞：行政革新、電子交換、核心問題、限制理論。

ABSTRACT

To raise the government administrative image, to accelerate the administrative efficiency, and to

gain the public-service convenience, the government enforces the administration

renovation/reengineering persistently in recent years. To realize this objective, an effective tool for the

strategic planning of the implementation of electronic document interchange at the administrative

organization is necessary. Theory of Constraints (TOC) emerges one of the most robust tools prevailing

today. The major objective of this research focuses on the effective application of the TOC concept, the

core problem and the corresponding undesirable effects in the implementation of document

management automation are then identified. Through extensively putting it into practice, we

demonstrate that the TOC, a systematic and logical thinking process, is very suitable for administrative

strategy and action planning. It is worth propagating the TOC concept into other governmental

organizations.

KEYWORDS： Administration Reengineering, Electronic Document Interchange, Core Problem,

Theory of Constraints。

40

資訊系統再生工程技術的探討─以企業 ERP 系統的導入為例李興漢

大同大學資訊經營系講師黃士銘

中正大學資訊管理系副教授洪育忠

大同大學資訊經營系助教授摘要

企業在導入 ERP系統的過程中，如能善用企業原有資訊系統中相關的資訊，將可提高整個導入過程的速度與成功率。而善用企業原有資訊系統的相關資訊即是資訊系統再生工程的技術所研究的範疇。本研究主要的目的即在探討如何整合資訊系統再生工程的技術於 ERP系統的導入過程中，並將分別就資訊系統再生工程技術中的資料和流程等二部份技術做深入的探討，以解決 ERP系統的導入過程中的資料庫移植的問題與新舊流程衝突的問題。關鍵詞：資料轉換、流程分析、資訊系統再生工程、企業資源規劃

AbstractThis research investigates a novel method to integrate ISRT (Information Systems Reengineering

Technology) into ERP (Enterprise Resource Planning) system implementation. The novel model includes two parts. One is the database conversion technology to solve the migration problem between the new database and the old database. The other is the process flow integration technology to solve the process difference problem between old system and the new system. The objectives of the research are to improve the performance of an ERP system implementation.

Keyword: Database Conversion, Transformation, Process Analysis, Information System Reengineering

41

以資訊流角度探索國際貿易實務之研究－以台灣報關行為例任文瑗

僑光技術學院國際貿易系講師國立中央大學資訊管理研究所管理組 博士班

摘要供應鏈管理(SCM)、企業資源規劃(ERP)、客戶關係管理(CRM)資訊系統為電子商務 B2B聚

焦的重點，在提升企業與企業間資訊處理速度與管理績效上，這些管理資訊系統的確極具功效。唯佔台灣經濟重心之國際貿易實務之應用卻甚少，實在值得推廣。國際貿易兩個重要組織S.W.I.F.T.與 TT Club成立一完全中立的國際性組織，為全球提供安全、開放性的國際貿易電子商務交換平台 Bolero.net ，以電子化貿易文件成功整合不同企業、區域與國家的貿易文件，讓貿易鏈成員透過其開放性平台交換彼此貿易文件，為傳統國際貿易實務帶來革命性變革。本研究以數位資訊流的角度檢視國際貿易實務流程，探索數位資訊流對國際貿易實務程序之影響，以提供實務經營與後續研究進行實証之參考建議，並提出數項國貿實務管理之可能意涵，以供學術界及教育訓練之思考與酌參。關鍵詞：資訊流、貿易鏈、XML可延伸性標記語言、國貿商務平台 Bolero.net、網際網路競爭優勢

AbstractB2B of electronic commerce has focused on the field of Supply Chain Management(SCM),

Enterprise Resource Planning(ERP) and Customer Relationship Management(CRM) for such a long

time, and those information systems did prompot the speed of processes and effectiveness of

management among enterprieses. However, the international trading practices of Taiwan economic

center was applied less, it really deserves to prompote. The research is based on digital information

flow to view the processes of international trading practices and survey the influences of international

trading processes with digital information flow. The results of the research provide the

recommendations for applied management and follow-up researches related to international trading

practice. Hopefully the research comes into notices for academic community and educational training.

42

從資訊安全的角度探討網路虛擬金融中心陳熙玫

崑山科技大學資管系講師杜昭誼 蔡瑞峻 李惠敏 彭冠霖

崑山科技大學資管系摘要

國內隨著電子商務活動的盛行，虛擬金融業務亦日漸普及，但目前卻因交易安全性不足而嚴重影響網路金融交易的推廣，且國內之法令政策環境亦不夠成熟，致使網路銀行無法提供完整的金融服務。

本研究將針對上述問題進行探討並定義出適合本架構之安全交易環境，同時透過規劃虛擬金融中心之功能以解決各網路銀行安全技術參差不齊之問題。最後，本研究將利用雛型法建置一具安全機制之網路虛擬金融中心。關鍵詞：網路銀行、虛擬金融中心、網路安全。

AbstractAs the electronic commerce is more and more popular in recent years, the finance role of

transactions through Internet is more important and more difficult than before. A lot real banks in

Taiwan provide Internet banking service. Though the customers need complicated and integrated

financial service, the security of Internet transactions, the behind-of-the-time policy of government and

the technology integrity of the networks are limitations of banks which can only provide basic querying

service.

In this paper, we will address in three parts. Firstly, we will discuss and define an Internet

transaction environment with safety requirements. Secondly, we will organize the functions of a virtual

finance center which provide integrated financial services. Finally, the prototype of this center with

safety is established.

Keywords : Internet Banking、Virtual Finance Center、Network Security

43

電子商務經營模式之比較分析：零售業與製造業湯宗泰 林志彥

國立雲林科技大學資管系摘要

本研究目的在於探索台灣企業發展電子商務之現況，並分析企業採行的不同經營模式的考量因素。調查對象為台灣 1000大製造業及 612家零售業，樣本數共 1612家，有效回收問卷231份，有效回收率為 14.3%。研究結果顯示，不論是零售業或製造業設置網站的情形皆日趨普遍，並無顯著的差異。在網站的經營模式方面，檢定結果發現零售業與製造業在網站內容的提供上具有不同的著重點，其中零售業傾向發展線上購物、透過網頁蒐集資訊、除了願意提供各種優惠措施方案外，也依照顧客的使用情形收費。製造業則是企圖透過網頁提供相關企業連結、介紹公司背景與營運狀況，企圖建立起企業的知名度。關鍵詞：電子商務、經營模式、零售業、製造業

44

寬頻網路經營策略與消費者選擇因素評估劉根維

大葉大學企業管理系

摘 要 隨著網際網路的興起及 3C整合之來臨，對於語音、數據及多媒體影像傳輸之需求日益殷切，而目前傳統類比式數據機之傳輸速度(56Kpbs)已無法滿足消費者之需求，遂引發寬頻傳輸技術逐漸興起且有取代傳統類比式傳輸之趨勢，目前寬頻傳輸技術有多種，如衛星通訊業者推出的衛星直播(Satellite)、電信業者的非對稱式數位用迴路(ADSL)及整體數位服務(ISDN)，以及有線電視業者透過有線電視網路傳送影像及資料的纜線數據機(Cable Modem)等。在公元 2012年全面光纖化之前，銅線仍將是台灣地區市內電話最主要的通信接取網路【1】。由於電話線普及率高達 98％，為目前大眾最常用的通信接取網路，另外有線電視的普及率也達到 75％～80％，勢必成為寬頻網路裡重要的角色之一。

經本研究結果可以發現下列幾點：(1)電信網路(ADSL)頻寬較窄，傳輸能力遜於同軸電纜網路(Cable Modem)。(2)小型企業等適合建置ADSL不適合建置Cable Modem。(3)消費者除了傳輸速度、功能外、價格、隱私性將是選擇寬頻的重要考量。關鍵字：ADSL、Cable Modem、寬頻、HFC

45

彈性式網路商店建構概念與方法李慶章

樹德科技大學資訊管理系所講師國立中山大學資訊管理博士候選人

陳右龍、張希鳳樹德科技大學資訊管理研究所

吳志盛、林文泓樹德科技大學資訊管理系

摘要本研究針對小型企業與商店導入電子商務所面臨的缺乏專業人才、軟硬體設備與資金等問題，

提出彈性式網路商店建構概念與方法。該方法將網頁內容與網頁樣板分開處理，使網頁之產生具有彈性，並將系統置於應用軟體服務供應商的環境，協助企業建構網路商店。在這個解決方案下，小型企業與商店只需支付少許的租賃費用，完全不需負擔架設網路伺服器、資料庫伺服器與網路商店設計昂貴等成本，即可達到快速導入電子商務的目標。關鍵詞：電子商務、委外、應用軟體服務、彈性、樣板

AbstractIn order to help small firms implement electronic commerce systems, this study proposes flexible

web store construction concept and method. By separating the process of contents and templates of

web pages, a web construction system can generate web pages flexibly for each user. When the flexible

web store construction system is installed on the servers of application service provider, small firms

can use the system to construct their web stores fast and easily. Using this solution and paying some

rent, small firms can own their electronic commerce systems without setting up web servers,

application servers and database servers.

Keywords: Electronic Commerce, Outsourcing, Application Service Provider, Flexible, Template

46

可攜性醫院主管決策支援系統之設計與開發 許中川

國立雲林科技大學資訊管理系黃正章

國立雲林科技大學資訊管理系

摘要醫院與一般企業一樣，需要進行有效的經營管理。近來在財團的支持下，不少中大型醫院

陸續成立，逐漸形成醫院主管的經營壓力。醫院的經營主管必須能隨時充分掌握醫院的營運狀況及早發現經營管理上及醫療服務上的問題，期能在最短時間內做出最適切的決策，在第一時間解決問題，降低處理問題的成本。本研究探討建構一套符合醫院主管決策分析需求，同時具備高度可攜性的主管決策支援系統，以利醫院決策支援系統快速的推廣及普及到各個醫院，進而提升整體醫療服務品質。關鍵詞：決策支援系統、醫療管理、資料倉儲

Abstract

Hospitals like other businesses need effective management. Recently, under the support of large enterprises, medium and large hospitals open and run. Executive officers are under huge pressure to run their hospital competitively. Executive officers need to know the problems of the hospital as early as possible such that the problems can be fixed before too late. This research plans to study how to construct a hospital decision support system that meets the executives need. Besides, the hospital decision support system must be highly portable such that the system can be popularized to hospitals rapidly and economically.

Keywords: decision support system, hospital management, data warehousing

47

醫療診所病歷及電子病歷現況探討方國定、李文雅

國立雲林科技大學 資管系中文摘要

病歷資料為醫療業務與醫學研究發展的重要參考資料，傳統的病歷管理方式無法充分利用病歷資料，及應付日益增加的病歷數量。目前又面臨醫療資源不平衡、醫藥分業難實施等環境問題，發展電子病歷結合醫療資訊網來均衡醫療資源、推廣全民健康保險業務、加速醫療機構電腦化，解決上述傳統病歷的問題。因此，政府須實質推動及相關的鼓勵措施，培養專業電子病歷研究人才，儘快訂立醫療資訊網路標準交換機制，以達到全民醫療資訊化的目的。關鍵字：電子病歷、病歷管理、醫療資訊網、病歷電腦化、轉診。

48

軟體再利用之研究：以 MRP 為例發展可再用類別庫The Study of Software Reuse: Developing Reusable Classes of

MRP Management System

張儀興(Yi-Hsing Chang)南台科技大學資訊管理系

陳建村南台科技大學資訊管理系

摘要元件式軟體發展技術是近年來軟體產業最重要的技術革命，因此在本篇文章中，我們探討

軟體再用的技術並且以發展MRP管理系統為例，設計相關的元件類別庫。在將企業邏輯與應用層邏輯分開的設計理念下，我們設計二種類別庫：一是將一個資料檔視為一個類別，主要功能就是在做單一筆記錄的儲存或查詢之運作；第二個類別主要功能就是在結合系統所要使用之函數、程序及其方法。我們實際以VB來開發上述相關的類別庫及完成此系統，結果證明能提高品質及大幅地降低了軟體開發的成本，同時也縮短了完工的時程。

關鍵字：軟體再用、元件、材料需求計畫

AbstractThe technique of component-based development is the most important one of software industry

recently. In this paper, we research the technique of software reuse and develop classes for MRP

management system. Two kinds of classes are designed based upon the concept of separating business

layer and application layer. One contains these functions for single record for each table. The other

contains these functions, procedures and methods used for the system. These classes and the MRP

system was implemented in VB. The results show that developing system based upon classes can

promote the quality, reduce the cost and shrink the developing time of the system.

Keywords: software reuse、component、MRP

49

電子商務教學環境發展之研究－以長榮管理學院為例

葉曉萍長榮管理學院企業管理學系助理教授

賴俊宏長榮管理學院國際企業學系副教授

林傑毓長榮管理學院經營管理研究所學生

摘要隨著電子商務的蓬勃發展，有關於電子商務的課程已經是全球管理教育教育發展重點之一，

本文主要分析台灣大專院校電子商務教學環境的發展，以探討如何於高等教育體系中建構電子商務教學環境。文中除了介紹台灣電子商務之發展現況外，也分析電子商務教學體系，以及台灣電子商務教學環境之發展。並以長榮管理學院之電子商務教學環境建構為個案，介紹長榮管理學院如何以商業自動化實驗室為基礎，整合學校各相關科系，再運用 SWOT分析，以發展區域電子商務教學發展中心為願景，建構一個整體性之電子商務教學環境。關鍵詞：電子商務、商業自動化實驗室、系際整合、SWOT分析

AbstractWith the rapid growing on electronic commerce (EC), management education system places more

and more emphasis on the courses concerning EC. This study introduces the development of EC in

Taiwan and the construction of EC education environment in Taiwan higher education system. A case

study about the process in building the learning environment of EC in Chang Jung University is also

investigated. The construction of EC education system in Chang Jung University is based on the

Commerce Automation Laboratory. Through the integration of relating departments and the

application of SWOT analysis, an integrated EC education environment is established with the vision

to make Chang Jung University become the regional EC education development center.

Keywords: Electronic Commerce、Commerce Automation Laboratory、Integration of

Departments、SWOT analysis

50

建構再使用性的中小企業供應鏈管理資訊系統：以製鞋業為例羅淑娟

國立台北科技大學 生產系統工程與管理研究所教授王傑民

國立台北科技大學 生產系統工程與管理研究所研究生

中文摘要選擇與建構一個合適的資訊系統是企業成長的重要關鍵，但是知名軟體公司所發展的系統

軟體均非常昂貴且複雜，因此發展一適合中小企業的供應鏈管理體系便成了勢在必行。本研究擬以物件導向系統分析方法 UML(Unified Modeling Language)發展一個視覺化介面的供應鏈資訊系統（V-SCIS，Visual Supply Chain Information System）。

擬提出一個適用於中小型企業需求的供應鏈網軟體範型(prototype)，此範本除應符合需求外還應具有可移植性，即範型應具有再使用(reuse)性[1]。當任一中小企業需導入此範型時，只需付有限或可控制的代價來修改此範型，就可達到該企業的需求。關鍵詞：SCM、UML、object oriented

AbstractManager can make use of the latest information of technology to connect whole supply chain.

Also, by correctly and quickly surveying information, they cam save the unnecessary cost in the supply

chain, which is the efficient way to lower the cost become more competitive.

So, how to choose and build a suitable information system becomes a big point of being successful

for business. However, the cost of the invest in the notable software companies soft-wear system is

expensive.

So, developing a supply chain fit to middle and small business should be taken into account seriously.

In order to shorten the time to build system and make it more flexible, this study with the way of

Object–Oriented analysis to develop a visual supply chain information system. And in this study it uses

UML as the method to analyze design the system.In this study, I file a prototype of supply chain suitable for the middle and small companies needs.

It not only need to meet people need but also fits to other business. That means it has the reusable

characteristics, they need to take this and can control the cost to reuse the prototype, which can meet

the companies’ need.

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Keyword: SCM、UML、object oriented

台灣網際網路資訊提供者(ICP)市場定位與經營策略之研究The market positioning and management strategies of

Internet content provider (ICP) in Taiwan

陳怜秀

雲林科技大學管理研究所博士班

郭英峰樹德科技大學工業管理系

謝惠汶 趙敏峻 陳美蓉 黃鈺婷崑山科技大學資訊管理系

摘要本研究以實際觀察法對國內每月 Page View超過 100萬次之 ICP 公司進行觀察，並對

這些 ICP 網站所提供之功能項目進行評分，歸納出目前國內網際網路資訊供應業者之定位與經營模式可分為單一定位型、混合模式及全方位模式三種型態。最後本研究針對未來 ICP業者的經營願景提出建議。關鍵字：網際網路資訊提供者、市場定位、經營策略

AbstractIn this paper, the main Internet content provider (ICP) web sites in Taiwan was observed. The

purposes of this study were to find and induct the market positioning and management strategies of ICP

in Taiwan. The results show that there are single, mixture, and overall positioning models of ICP.

Finally, the management visions and strategies for ICP was proposed.

Keywords: Internet content provider (ICP), market positioning, management strategy

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台灣網站內容與成熟度之研究A study of content and maturity of web sites in Taiwan

陳怜秀

雲林科技大學管理研究所博士班郭英峰

樹德科技大學工業管理系曾慶昌 黃仁偉 吳紫如 李春樺 林曉君

崑山科技大學資訊管理系

摘要近年來台灣網路環境發展迅速，各種型態的網站如雨後春筍般林立，然而在眾多的網站中

其內容的成熟度並無相關研究與資料可以參考，因此本研究瀏覽國內近千個網站，從不同產業、產品型態、顧客群等分類角度探討國內網站內容及成熟度，並以統計方法對其間的差異進行分析研究結果顯示，在全國的網站中，最多的是產品類，而資訊類的網站內容成熟度最高。不同產品型態、不同產業、與不同顧客群網站所提供之內容，均有顯著之差異。關鍵詞：網際網路、網站內容、網頁設計

AbstractIn this paper, the almost 1000 commercial web sites in Taiwan were observed. We discussed the

content and maturity of web sites by different industry types, product types, and customer types. The

results show that the largest industry group is “products”, which consists of categories such as gifts,

electronics, games, and clothing. The “information” group is the industry with the highest maturity in

Taiwan commercial web sites.

Keywords: Internet; Web site content; Web page design

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選書用書系統建構實務莊臺寶

清雲技術學院土木科講師洪崎峰

五專部土木科 85 級學生

摘 要

目前技職院校為了塑造學校風格，強調辦學品質，教育行政管理策略往往以通過ISO認證必第一要務；為了達到ISO說、寫、做合一的精神，往往設計、印製一大堆表單，規定一大堆規矩，規範行政人員。這種做法我們不能說不對，但是在網路發燒的時代，電子商務逐漸成為耳熟能詳的專有名詞時，是不是該有不同的思維與創新？張忠謀（2000）指出新經濟產生的原因是：以資訊技術為動力，網際網路為工具，配合創新與進取的精神，使它蓬勃發展。試想在教育界服務的一份子，若能掌握新經濟的創新與進取的精神，運用電子商務的概念，加上動態網站建構的資訊技術，為教育行政管理工作盡一份心力，何嘗不是一件有意義的挑戰。

本研究最主要的結論，分述如下：1.運用電子商務的發展技術完成選書用書應用系統，並落實於現有的科（系）務行政工作上。其他，如：總務處的行政工作，也可透過網際網路，進行登錄、查詢、列印，不但改善現有的ISO表單作業流程，更將作業流程提昇至電子商務供應鏈的境界。2.運用網際網路的管道，將選書用書的基本資料與屬性資料線上更新，讓老師、同學、書商與教育行政人員能依本身的需求，快速動態正確無誤的將資料呈現在瀏覽器上。3.透過網際網路資料庫的建置，能迅速了解同學對於用書的觀感與心得，期能將經驗累積傳承。未來更可將資料庫中討論群組的內容，累積轉化為知識，更進一步提供來年選書用書的指標。

關鍵詞：電子商務 動態網站 QR KM

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資訊電子產業導入企業間電子商務現況調查分析黃雅君 古東源

國立雲林科技大學工業工程與管理研究所

摘 要在競爭日益激烈的商業環境裡，除了產品品質的持續提昇之外，速度與價值，已成了 21

世紀企業是否擁有競爭力的關鍵點。台灣資訊電子產業從OEM起家，目前已轉型為ODM及委託運籌 (Original Design Logistics；ODL) 的層次，雖然已逐漸發展出與國際廠商一較高下的自創品牌，不過，國際知名大廠仍掌握其行銷、品牌及通路，台灣則負責有關產品的研發設計及運籌。因此，縱使資訊電子產業表現了亮麗的成績，但隨著客戶需求與市場的快速變化，資訊產品的生命週期日益縮短，資訊廠商在研發、製造及行銷的各個環節上，都面臨了越來越嚴酷的經營挑戰與風險，一旦錯失時機，所有的努力都將付諸闕如。為了讓整個產銷供應鏈 (Supply

Chain) 的經營風險，不再僅由製造廠商全部承擔，台灣正積極地結合網路科技及企業間電子商務（B2B EC）的應用與其共同建立供應鏈體系，以有效的統合產品商流、物流、資訊流、金流及服務流，使研發、製造與行銷、均能從全球性的眼光，緊密串聯客戶、製造商到供應商的產銷需求與供應，創造出高附加價值的產品以及快速交貨等的經營管理模式。

本研究結果顯示，企業營業額愈高，交易金額愈大，相對地，交易作業程度亦愈複雜及龐大，企業就愈需要運用資訊科技來解決相關的作業與流程。因此，可預見的未來，企業在面對擴展愈來愈快的業務時，不僅為公司發展所需而考慮導入 B2B EC，亦為簡化與交易伙伴的作業流程、開拓行銷管道、因應交易伙伴的要求等，而逐漸認同 B2B EC之應用將成為企業競爭之利器，若不適時導入，可能會阻礙公司未來之發展。關鍵詞：資訊電子產業、企業間電子商務、B2B EC

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聯網組織績效評分法與模糊度評價值之比較---以安檢專業服務業為例

蔡燿聰（Tsai, Iau-Tsung）漢翔航空股份有限公司林玉華（Lin, Yu-Hua）

修平技術學院工業管理系盧銘勳（Lu, Ming-Shiun）

逢甲大學工業工程學系

摘要 本研究係以施振榮先生在千禧年所提出新的本土化組織管理方式：『聯網組織績效』的控制

觀點，經由供給價值鏈、多元組織的鏈結、組織重新設計及績效資訊產生之合併效果，以建構出適合本土化的組織管理方式。而這新式的組織績效管理方式能適用到多樣化的企業，例如：安檢業，它的好處是使所有的安檢鏈成員能通力合作，而它的目的是使未來的作業有最佳的績效管理方式；本研究係探討包含工作團體任務的設計、團體成員工作成果的績效與預測專案的需求，研究的結果發現：模糊測度評價法不但能節省專案時間與成本，而且能忠實表示眾因子間之關係與限制。

關鍵字：聯網組織、安檢鏈、績效管理。

AbstractThis paper will focus on the issue of the organization management, especially the local organizational

approach, which recently brought to everyone’s attention in a new millennium conference. The

aforementioned approach will comprise of the control concept within the Internet Organization

Performance, as well as the other keys, such as the supply values chain review, enterprise

reorganization design, multi-organization conjoin, and the merge effect of performance information.

This new approach of management evaluation is applicable to any diversified enterprise, such as the

fire and safety inspection business. The benefits of this approach is that it will totally team up all its

members of the fire control inspections chain and the final goal is to achieve the optimal performance

management for that enterprise.

This study will focus on the key issues on the define of group tasks definition, the evaluation of

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individual group-member performances, and the prediction of individual program performance

demand. The results of this paper are concluded that the fuzzy measure prediction and evaluation

method can not only save a lot of project time and cost, but also truly reflect the constraints and

relationships among the factors that involved.

keywords：The Internet Organization, Fire Control Inspections Chain, Performance Management.

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類神經網路與統計分析方法應用於顧客失約模式之探討—以醫療整型美容業為例

杜壯 曾育培 吳永宏國立台北科技大學生產系統工程與管理研究所

摘要企業為減少顧客無謂的等候並提昇服務品質，往往採用預約制度排定顧客接受服務之時間。

為避免顧客失約造成企業資源損失，準確的預測顧客失約人數以決定過預約政策因而成為重要課題。本研究以類神經網路之倒傳遞網路模式就醫療整型美容業之顧客失約狀況，找出最佳預測方案，並與迴歸分析進行探討，結果發現倒傳遞網路之預測結果較佳。最後，以成本損失比較兩種方法不同的影響，發現當機會成本大於 9/13倍的資源成本時，倒傳遞網路的結果較好。

關鍵詞︰預約制度、失約、迴歸分析、類神經網路、倒傳遞網路Abstract

To reduce the meaningless waiting for customers, business usually use the appointment system to schedule the service time of customers. To avoid customers breaking on appointment cause the resource waste of enterprises, accurate at prediction the number of customers who breaking on appointment to design the overbooking strategy becomes an important task. This paper uses the Back-Propagation Network model of the Neural Network focus on the medical anaplastic department’s condition of customer’s breaking on appointment, to find the optimal prediction scheme. Then compares with the Regression Analysis Method, we find the result of Back-Propagation Network is better. Finally, we also use the cost of lost to compare this two forecast method’s different influence. When opportunity cost more then resource cost multiply by 9/13,result of the Back-Propagation Network is better.Keyword: Appointment System, Breaking on appointment, Regression Analysis, Neural Network, Back-Propagation Network

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電子商務應用於稅務專業服務業之研究林玉華

修平技術學院工業工程與管理科 講師宋明弘

大葉大學工業工程系所 副教授王本正

東海大學企業管理系所 副教授蔡燿聰

漢翔航空公司 業務開發組摘要

國內產業的中小企業佔全國企業總數高達 98%，其中約有七、八成的中小企業，是透過稅務專業服務業代為處理稅務事宜，其服務作業多維持以人工處理為主。本研究係探討稅務專業服務電子化後，評估可量化的服務效益及服務專業網路化的可行性，並綜整相關文獻，將過去稅務代理人直覺判斷的經驗法則及相關的法令限制彙整，再結合深度訪談和問卷調查分析法，以充分了解稅務代理處理作業平台，其在電子化前後有形和無形的效益差異及可行性評估，來建構適合應用在中小企業的稅務代理人系統機制。本研究回收有效問卷 210份，分析結果發現：受訪者中有92 % 表達高度願意採用本系統的意願。中小企業在稅務代理網路化的相關服務上，可節省 75 ﹪的人力，21%的作業工時；稅務專業服務網路化的可行性達 88%。其稅務專業服務業電子化市場極待開發。關鍵字：稅務專業服務業、中小企業、網際網路、電子商務

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顧客知覺分析之研究：以便利商店「服務性產品」設計為例The Study of Analyzing Customer Hierarchical Value: An

Example for Designing Services of Convenience Store林勤豐

國立勤益技術學院企業管理系副教授摘要

便利商店(convenience stores; CVS)提供無形的產品（服務性產品）已是連鎖性便利商店發展新產品的一項趨勢。本研究蒐集國內外相關資料，整理出 48項便利商店服務性商品，並以方法目的鏈(Means-end chains; MECs)研究法，繪製知覺圖(hierarchical value map; HVM)，瞭解便利商店顧客的「屬性—結果—價值鏈」。此外，以結構性問卷蒐集資料，進行變數因素分析，繪製便利商店服務性產品因素知覺圖(hierarchical value factor map; HVFM)。藉助前述知覺圖的剖析，設計便利商店服務性產品組合，制訂有效的行銷策略。

關鍵詞：方法目的鏈、知覺圖、因素知覺圖、便利商店、服務性產品

AbstractDeveloping competitive new intangible product on services for convenience store (CVS) chains is a

new market trend. The researcher collected related information about services of convenience stores,

and summarized 48 service items in this research. Constructing the hierarchical value map (HVM)

through laddering technique of Means-end chain methodology, the customers’ attribute-consequence-

value chains of CVS were explored. Moreover, collecting data based on a structural questionnaire and

analyzing data through the factor analysis with laddering technique, the hierarchical value factor map

(HVFM) of CVS’s services was constructed. Utilizing the HVM and HVFM, CVS’s marketers can

design the valuable service items and develop more powerful marketing strategies.

Keywords: Means-end chains (MECs), Hierarchical value map (HVM), Hierarchical value factor map

(HVFM), Convenience store (CVS), Services.

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令消費者安心購物的電子商務環境要素之探討陳君涵 朱美芳 黃照淵 邱靜楓 吳召傑 曹斌雄

正修技術學院工業工程與管理學系

中文摘要電子商務改變了傳統的商業型態及消費行為，然而相較於傳統的購物方式，電子商店雖然

帶來購物的便利，但網路購物無法親自挑選檢視商品，消費者只能憑藉螢幕上所顯示出的產品資訊來決定是否購買，若沒有產品品質與的交易安全保證，購物意願將受到影響。因此，本研究將探討如何營造令消費者安心購物的電子商務環境，採問卷方式瞭解消費者在產品品質及網路交易環境安全等方面的重視程度，而以網際網路為基礎建設的電子商務亟需有一套完整的跨國認證機制，希望藉此研究結果提供以消費者觀點的電子商務認證制度之稽核要素。關鍵詞：電子商務，品質保證，網路交易安全，電子商務認證制度

AbstractElectronic commerce has transferred the traditional commercial types and consumptive behavior.

As compared with traditional shopping way, electronic stores provide convenience to people, but

consumers can not pick and survey goods by themselves. Consumers must decide whether they should

buy just depend on the product information displayed on the monitor. Without the assurance of product

quality and transaction security, the shopping will of consumers will be influenced. Thus, this research

objective is to confer on constructing an electronic commerce environment where consumers can take

their ease to purchase. Drawing the results from a questionnaire, we discuss the essential factors

consumers respect to on quality assurance and secure electronic transaction. Moreover, electronic

commerce used internet as foundation need one complete international certification mechanism

urgently. These results provide the essential factors to audit from the viewpoint of consumers.

Keyword：Electronic Commerce，Quality Assurance，Secure Electronic Transaction，Certification

Mechanism of Electronic Commerce

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網路購物消費行為與偏好之研究以高雄百貨公司為例田祖武

義守大學管理研究所助理教授邱建銘

流通快訊雜誌南部召集人

中文摘要本研究希望在全球網路購物風行熱潮中，探討國內網路購物消費行為、產品偏好與誰投入

網路購物會是可能的贏家與最受消費者歡迎的？而目前相關學者大多仍以李克特問卷與網路問卷調查較無法顯現真實消費顧客意見，因此本研究希望導入模糊語意轉換與實際抽樣調查以探討與其差異性。本研究分為兩部分：一為專家意見調查以「模糊層級分析法」（ Fuzzy Analytical Hierarchy Process）為研究方法，另一為一般消費顧客意見調查主要以因素分析與集群分析做相關分析統計。關鍵詞：網路購物，百貨公司，消費行為，產品偏好

AbstractThe Network Shopping seems will become the future business trend, there are some papers to

study the consumer’s shopping behavior and goods preference by means of Likert’s scale

questionnaire, but so far a little bit deviation with the actual thinking philosophy of consumer; This

thesis want to phase in the Fuzzy Conversion and Practical Sampling Method to deeply study the

discrepancy.

There are 2 study method was involved : One is Fuzzy AHP, the other one is Statistic Analysis of

Consumer’s Questionnaire via Factor Analysis and Cluster Analysis. The samples was collected from

the consumers of 9 department store is Kaohsiung area .

After statistic analysis from the 11 experts was shown that the major factors will influence the

Network Shopping behavior and goods preference are rank as : 1. Transaction safety 0.34 and 2.

Government protecting rule 0.31 . The data from the general consumer also point out that the

transaction safety rule is the major one to be highlight .

Key words : Network Shopping , Department Store , Shopping Behavior , Goods

Preference .

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以資料探勘輔助進行顧客關係管理胡運沛

雲林科技大學研究生林彥成

雲林科技大學研究生許中川

雲林科技大學副教授

摘要多數的企業皆使用資料庫記錄顧客的個人基本資料，加上零售系統的普及，使得企業累積

了許多與顧客相關的寶貴資料，但一般未能善加將資料轉化成資訊，進而昇華為知識，用以支援行銷管理。本研究提出一分析架構，結合會員資料庫、產品資料庫和交易資料庫，以資料探勘的技術，挖掘顧客素描與隱藏在消費行為後的觸發事件，探索消費的特徵及動機，藉此輔助行銷決策人員從事行顧客關係管理與行銷策略的制定。並透過雛型系統的開發驗證此一架構的可行性。關鍵詞：資料探勘、顧客關係管理、顧客素描、行銷管理

AbstractMost enterprises use database to store customers’ personal data. With the popularity of point of

sales, enterprises own more and more valuable data, but hardly transform them into information or

knowledge to support marketing management. This paper proposes an analysis model that includes

member database, product database and transaction database, and employs data mining techniques to

mine the customer profile and detect the event behind purchase, discovers purchase pattern and

motivation. According to the customer profile and event, they could support marketing decision maker

to progress the customer relationship management and marketing strategy. We implemented the

prototype and interviewed the members to verify the practicability of the architecture.

Keywords：Data Mining, Customer Relationship Management, Customer Profile, Marketing

Management

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網路購物行為之研究—以 Fishbein 模式驗證雲林縣大專院校學生的行為意圖

余泰魁雲林科技大學管理研究所博士班

摘要本研究以 Fishbein行為模式驗證雲林縣大專院校學生採行網路購物的意願調查，研究結果

發現從事網路購物評估準則前 3項分別為網路商品資訊取得較完整、網路購物具便利性、網路商品種類較多；交易付款方式學歷越高的人越不相信網路的付款機制；在參考群體對人口統計變項檢定，男性較相信親戚朋友，女性則否；女性在網路購物行為上較男性重視情感性態度，可支配所得高者的情感性態度與主觀性規範較可支配所得低者，呈現較強的意願來從事網路購物；在情感性態度與主觀性規範及認知性規範與認知性態度對網路購物行為，此二者迴歸方程式可以解釋的變異分別為 57.9%與 60.8%左右。關鍵字：網路購物、消費者行為、Fishbein行為模式

AbstractThis research investigated the wills of internet shopping for college students at Yunlin county,

Taiwan. The result shows that the three major factors influencing the college students' shopping

motivation are the possibility of getting clearer shopping information, the convenience and the variety

of goods. By the way, the study also indicates that the higher education people got, the less confidence

they posses toward the paying systems which web sides present. On the other hand, the valuable

investigation among the population statistics indicates that the males count on the shopping

experiences of their relatives and friends more strongly than the females. However, the affective

component toward internet shopping dominate the females more significantly than the males; and

furthermore, the people who can comparatively highly control their income present higher willing to

internet shopping. Explained variation is 57.9% for the regression model among affective component

and cognitive component; 60.8% for the regression model among subjective norm and conative

component.

Keyword: Internet shopping, Consumer behavior, Fishbein behavior model

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大型百貨公司顧客滿意度分析陳智瑋 陳榮泰

永達技術學院 工業工程與管理系

摘要本文之目的在探討百貨公司的服務品質，並以顧客滿意度做為衡量標準，瞭解服務品質及

商品品質是否影響顧客整個滿意度的關係。於因素分析方面，其結果將２９個服務品質項目簡化為「有形形象」、「保證性」、「可靠性」、「反應性」、「體會顧客感受」、「政策性」、「無形形象」七個服務品質構面，並以整體滿意度做為服務品質的標準。於重要度分析中，則將顧客對服務品質構面及服務項目與商品品質因素的重視分數統計排序如下：(1）保證性 8.12，(2)體會顧客感受 7.52，(3)有形形象 7.37，(4)可靠性 6.96，(5)政策性 6.54，(6)反應性 6.45，(7)無形形象 5.23。並獲得顧客對於服務品質的重視因素與顧客對最重視及不重視之服務品質項目，以供業者參考。

關鍵字:顧客滿意度，服務品質，大型百貨公司。　　　

Abstract

The purpose of this study is to explore the service quality in a department store and to use

customer satisfaction factors as measuring criteria for evaluating the performance of a department

store. The study of service quality and merchandise quality whether affecting customer satisfaction

was also conducted. According to the principle component analysis, 29 service quality criteria were

simplified to 7 service quality main factors. The overall customer satisfaction is used as a criterion for

measuring service quality. In the importance analysis, the importance of customer to service quality

factors is ranked from high to low as follows: (1) assurance, (2) empathy, (3) tangibles, (4) reliability,

(5) policy, (6) responsiveness, (7) intangibles.

Keywords: customer satisfaction, service quality, large department store.

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超級市場顧客滿意度分析--以高雄、屏東地區為例

陳智瑋 李崑進 林松輝永達技術學院 工業工程與管理系

摘要本文歸納出超級市場顧客滿意度分析含蓋之構面，計有(1)「價格意識」導向，(2)「購物享

受」導向，(3)「購物/一般自信」導向，(4)「品質購物」導向，(5)「人際溝通」導向，(6)「逛購比較」導向，(7)「計劃購物」導向，(8)「商店忠誠」導向，(9)「時間意識」導向，(10)「小商店遍好」導向，(11)「服務購物」導向，(12)「傳統主義」導向。而超級市場之消費者對屬性之重視程度前五項分別為：商品品質、價格標示、內外部環境、商譽信用、商品價格。而屬性滿意度前五項依序為：價格標示、內外部環境、商品陳列、營業時間、商品品質。上述若干要項僅提供給超市之經營與管理者作為參考，希能用以改善其經營工作。

關鍵字: 顧客滿意度，超級市場，經營管理。

Abstract

This study concludes the major criteria for customer satisfaction investigation including the

following: (1) pricing, (2) shopping enjoyable, (3) shopping/self-confidence, (4) quality shopping, (5)

communication, (6)shopping/viewing comparison, (7) planning shopping, (8) store royalty, (9) time

awareness, (10) small store preference, (11) servicing shopping, and (12) tradition preference. The

orders of important factors for supermarket customers ' concern are as follows: (1) merchandise quality,

(2) price tagging, (3) interior/exterior environment, (4) store credential, and (5) price. The items for

customers' satisfaction are as follows: (1) price tagging, (2) interior/exterior environment, (3)

merchandise displaying, (4) merchandise quality, and (5) variety of merchandises. The above findings

may be useful for supermarket management officials who have desire to improve the productivity of

store.

Keywords: customer satisfaction, supermarket, operations management.

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西式餐廳員工工作滿意度分析陳智瑋 楊泄煌 黃建裕

永達技術學院學院 工業工程與管理系

摘要本文旨在探討個人屬性(如性別、年齡、婚姻…等)對工作滿足變數(如一般滿足、社交滿足、

工作績效等)之關係。結果發現性別對於一般滿足、社交滿足、工作績效、組織承諾、離職傾向等五個變項的基本因子之影響並不顯著；婚姻狀況對一般滿足、社交滿足、工作績效、離職傾向等四個變項影響並不顯著，而對組織承諾有顯著影響。收入對一般滿足、社交滿足、工作績效、等三個變項的之影響並不顯著，而對離職傾向與組織承諾有顯著影響。年齡對於一般滿足、社交滿足、工作績效、離職傾向等四個變項之影響並不顯著，而對組織承諾有顯著影響。學歷為專科生及高中職的組織承諾較高；年資在一至二年以上組織承諾上較高，年資一年以下的組織承諾為較低；工作職位對組織承諾有顯著影響，一般服務人員對組織向心力為低，而職位較高者對公司組織承諾較高。文中亦提供若干建議以供業者參考。

關鍵字:工作滿意度，人力資源管理，餐飲管理。

Abstract

This study intends to explore the relationship between individual attributes (such as gender, age,

and marriage) and work satisfaction factors (such as general satisfaction, social satisfaction, work

performance, organization commitment, resignation tendency). The results show that the gender

attribute is not significant to all the work satisfaction factors. The marriage attribute is only significant

to organization commitment. The income attribute is significant to organization commitment and

resignation tendency. The age attribute is significant to organization commitment. The attribute of

education level is significant to organization commitment. The attribute of job position is also

significant to organization commitment. The related suggestions are included in this study.

Keywords: work satisfaction, human resources management, restaurant management.

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電子化顧客關係管理之導入與建置

陳振明 黃佳雯 國立中央大學工業管理研究所

摘要依據 IBM委託Meta Group的調查指出，未來企業競爭優勢之關鍵是建立及維持良好的顧

客關係。而隨著網際網路的普及，目前顧客關係管理在電子商務的應用下更突顯其重要性。本文從行銷觀念之演進、企業競爭力、網路科技的興起以及企業內部執行之困難點來分析企業需導入和建置電子化顧客關係管理之必要性。再針對系統的基礎架構、運作流程和企業導入及建置之步驟作進一步探討。最後，以 IBM及HP目前構築的電子化顧客關係管理之系統架構作實例說明。

關鍵字：顧客關係管理；電子化顧客關係管理；一對一行銷

AbstractAccording to an IBM sponsored survey, the source of competitive advantage in year 2000 is to

establish and maintain customer relationships. Due to the evolution of information technology, it is

especially critical in the e-business era. The necessity of building and implementing eCRM in an

enterprise can be investigated from four aspects: the evolution of marketing, the core competence of an

enterprise, the improvement of information technology, and the challenges of enterprises. Then, the

paper discusses the infrastructure, the process of eCRM, and the steps of how to implement eCRM to

enterprises. At last, the paper provides two case studies about the eCRM infrastructure of IBM and HP.

keyword: CRM；eCRM；One to one marketing

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