論文摘要 (中)
在IC 封裝及測試產業上，縮短產品交期、提高製程良率及追求卓越的品質，是企業的主要競爭力。要達成此目標，擁有豐富經驗的員工和鼓勵協同解決問題、分享彼此經驗的組織文化，是不可或缺的要素。
本論文中的個案公司雖了解到，協同解決問題、分享彼此經驗的重要性，並非常鼓勵此種作業方式，但仍然存在下列多項挑戰等待克服：
· 經驗知識很少有效的再利用
· 經驗知識的保存缺乏有效的途徑
· 如何有效的取得經驗知識
為解決個案公司所面臨的挑戰，本研究希望經由建立一個“經驗知識倉儲”，來取得、保存及再利用經驗知識，並發展、建置一個“經驗知識管理系統”來促進部門內、跨部門間知識的分享，並希望藉由增進經驗知識的再利用來提昇生產部門的生產力。

論文摘要 (英)

In the IC packaging and testing industry, short lead-time, high yield performance and excellence in quality are the major factors for competition. To achieve these goals, experienced and knowledgeable employees as well as a culture appreciating collaborative problem solving and knowledge sharing are essential. The case company realized and promoted the importance of collaborative problem solving and knowledge sharing. Currently, several collaborative problem solving and knowledge sharing activities can be observed in the case company. Although the case company appreciates and creates the culture of collaborative problem solving and knowledge sharing, several challenges remain to be addressed.
· Reuse of lessons learned knowledge (or tacit knowledge for short) seldom takes place.
· Retention of Lessons Learned knowledge is lacking.
· The availability of lessons learned knowledge is a concern.
To address the above-mentioned challenges faced by the case company, the purpose of this research is to develop and implement a knowledge management system. Specifically, an lessons learned knowledge repository will be constructed for capturing, retaining and reusing lessons learned knowledge. The goals of the target knowledge management system include facilitating efficient inter- and intra-departmental knowledge sharing and improving the knowledge availability that, in turn, leading to a productivity improvement. Empirical evaluations on the usability of the proposed system will be conducted and analyzed.

TABLE OF CONTENTS

Chapter 1. Introduction. ………………....……….………….……..…..…………1
1.1 Background…………………………………………………………………....1
1.2 Research Motivation and Objective….………...……………………..………..2
1.3 Research Process………………………………………………………..……...5
1.4 Organization of the Thesis……………………………..………………………6
Chapter 2. Literature Review……………..…...……………….……..……….….7
2.1 What is the Knowledge Management…………..….……………….……….....7
2.2 Type of Knowledge Management Projects.…………………....……………..12
2.3 Critical Success Factors of Knowledge Management Projects…….…..…….14
Chapter 3. Requirements and Architecture of Proposed Knowledge Management System………………………….…...……….……………..17
3.1 Profile of Case Company ……………………..……………………………...17
3.2 Existing IT Infrastructure…………………...………………………………...20
3.3 System Requirements……………..……………..…………………..…...…..21
3.4 System Architecture and Process of Knowledge Manipulation Activities…...23
Chapter 4. System Evaluation………………………….………...………...…...32
4.1 Status Report…………………………...………..……………...…………….32
4.2 System Evaluation……………….….………..………..……….…...………..33
Chapter 5. Conclusions and Future Research Directions……………......…41
Appendix A. Questionnaire Questions for Measures ………..……..………43
Appendix B. Questionnaire………………………….………...….…….……….45
References…………………………………………………………….…….……….50

LIST OF FIGURES

Figure 1.1 Research Process …………………………..…….....……...…………5
Figure 3.1 Process of Driver IC Package………………….……………….... 19
Figure 3.2 Process of IC Smart Card………………….………………...……..19
Figure 3.3 High-Level System Architecture of Proposed Knowledge
Management System……………………………………...……..24
Figure 3.4 Knowledge Creation Process……………….………….…...….…..26
Figure 3.5 Lessons Learned Case Posting……………………………………..27
Figure 3.6 A Complete Lessons Learned Case…….………….....…….……..29
Figure 3.7 Knowledge Maintenance Process…...………………….….……..31
Figure 4.1 Evaluation Framework……….…………….……...…...…….……..33














LIST OF TABLES

Table 2.1 Summary of Knowledge Resources ………….………...…...……...9
Table 2.2 Summary of Knowledge Manipulation Activities ………...……10
Table 2.3 Summary of Knowledge Management Influences..………..……11
Table 3.1 Profile of Case Company…………………………………....………18
Table 4.1 Statistics of Creation of Lessons Learned Cases……………...…32
Table 4.2 Profile of Subjects………………..………………………………..……35
Table 4.3 Results of Reliability Analysis…………..…..………………..……37
Table 4.4 Results in Knowledge Sharing………………...…………....………38
Table 4.5 Results in Perceived Productivity………………..…...…....………39
Table 4.6 Results in Perceived Customer Complaint Handling Time……40

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